Share via

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.

0 comments

9 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2022-08-04T17:50:36+00:00

    It was likely automatically removed.

    0 comments
  2. Anonymous
    2022-08-10T20:53:16+00:00

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

    I still have not received a private message from you to help. Did you really send it? Would it be in my email or accessible through this web site?

    Microsoft Launcher crashing problem that requires a full device restart persists. It happens most repeatedly if I run the Virgin Pulse fitness app (a company I work with uses this to reward its people, so I have to use it) on one screen with something else on the other screen mode. If I avoid that app or only run the app on the Duo in single screen mode, then Launcher seems to be pretty stable. But I used to run Virgin Pulse in one of two screen all the time without issue before a July update.

    I've had 2 crashes that MIGHT have been when Virgin Pulse was not running, but not sure about that. Dozens of crashes that were definitely Virgin Pulse on one screen, something else on the other.

    0 comments
  3. Anonymous
    2022-08-11T19:18:34+00:00

    Private message was sent through this website:

    0 comments
  4. Anonymous
    2022-09-07T13:04:42+00:00

    OK, you didn't actually include a link or even domain name. If you mean this same website that I'm writing this message, maybe it's just my ignorance. I don't see anything that lists messages pending for me. Where would I find that?

    Having said all of that, with the August update to the Duo 2 (or perhaps a Launcher update at about the same time), the problem went away, so MS appears to have fixed this bug.

    For anyone still running the July software, they are at risk of this problem. August updates to Duo and/or Launcher fixed it for me.

    0 comments