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Launcher Crashes on Duo, MS told me to submit log, but can't find option to do that from Launcher on Duo

Anonymous
2022-07-25T12:56:43+00:00

Following the July update to either the Duo 2 system or the July update to the Launcher app, Launcher crashes hard on my Duo 2 regularly. The only fix is to restart the entire device. It does pop-up an error message when this happens stating a device restart is needed or, if it recurs, a button to Reset the app, which clears out all data like Launcher comes on a new Duo. After several restarts, I tried the Reset, had to reconfigure the whole screen, widgets, etc. but it's still crashing, so that didn't help.

Sometimes, after restarting, it seems to know something bad had happened and Launcher puts up a message to submit the crash report to Microsoft, but when I hit Send, Launcher crashes EVERY TIME, so I don't think MS is even getting the crash reports.

I put in a 2-star review on Google Play for Launcher, describing the problem, and, to Microsoft's substantial credit, they responded within about 24 hours requesting, "Could you please send us a crash report if the crash happens again through the following steps: Launcher settings-Help and feedback-Troubleshoot-Crash-Run test?"

But there is no such option that I can find in Launcher on the Duo. Is there?

I can get to the reduced Duo set of options by going to Settings -> Apps & notifications -> See all xxx apps -> Microsoft Launcher -> Additional settings in the app. There is nothing there for Help and feedback or to run a test.

Launcher version is 6.220602.0.1054520.

I have also submitted a support ticket to MS as to a possible bug in the latest Duo or Launcher update, but I suspect that unless they agree there's a problem (meaning a lot of add'l reports beyond mine), they probably won't have a solution.

Any ideas, either on the original problem or how to get MS the requested crash report?

Surface | Surface Duo | Operating system

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2022-07-26T17:47:29+00:00

    Feedback for Launcher on the Duo:

    when you get the pop up you can provide feedback there.

    Or, on the Surface Duo ... Settings/About/Give feedback to Microsoft

    email: microsoftlauncherfb@microsoft.com

    Possibly by providing feedback on the Microsoft Launcher Beta Subreddit r/microsoftlauncher ... Microsoft Launcher team does manage that

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  2. Anonymous
    2022-07-26T18:08:41+00:00

    Thank you for bringing this to our attention. Reaching out to you via private message to collect a bug report directly.

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  3. Anonymous
    2022-07-28T22:08:16+00:00

    Thank you for bringing this to our attention. Reaching out to you via private message to collect a bug report directly.

    Did you? I don't see any private messages for me.

    I do possibly (not 100% sure) have some more info. The problem seems MUCH more likely to occur if the Virgin Pulse health app is running at the same time, maybe the Virgin Pulse app and Aaptiv fitness. It might be that it ONLY crashes if one or both of those apps are running, but that's what I'm not certain on yet. Either way, this only just started in July, and everything had worked fine before that.

    I have installed a different version of the Aaptiv app, and I've not had a hard crash in a few days now. Before, I was running a VP + Aaptive combine app, which I don't even see in the Google Play store any longer. Maybe that app had some known problems, and in July something changed in Launcher that triggered a longstanding problem. Just speculation.

    Anyway, since moving from the combined VP + Aaptive to a standalone Virgin Pulse and Aaptiv apps, I don't think I've had a crash. Too early to know for sure, still monitoring. But to be clear, it was Launcher that crashed, whatever the cause.

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  4. Anonymous
    2022-07-29T11:54:33+00:00

    Launcher crashes do still occur, but the recent crashes occurred when:

    1. Virgin Pulse app was running a video (from the Whil sub-service, not sure how this is connected, may be a web viewer inside the app, but it is within the Virgin Pulse window)
    2. Running in Dual Screen/Book posture

    Given that I only run Virgin Pulse for a few minutes a day and all crashes seem (not 100% sure) to have occurred while that's running, I'd look there for the cause of some interaction problem between Virgin Pulse and Microsoft Launcher, and maybe further only running a video in the app. To be clear, it is Launcher that crashes, NOT the Virgin Pulse app.

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  5. Anonymous
    2022-08-04T17:31:43+00:00

    Why was the Microsoft Launcher Email address removed? It is a PUBLIC address, posted on the Google Play Store.

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