baforsyth

Q: Messages app crashing when muting video chat

I just upgraded 6 iMacs to 10.11.6.  After the upgrade, we've run into an interesting issue.  We'll open the Messages app and start a video chat.  If a user mutes their microphone (either via the button in the chat window or the spacebar), about 90% of the time, Messages will crash.  We then have to restart the chat.  This was not happening before the upgrade, so I'm thinking that 10.11.6 did it to.  Has anyone seen this?  Can someone suggest a work around?

 

Thanks.

iMac, OS X El Capitan (10.11.6)

Posted on Aug 2, 2016 3:01 PM

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Q: Messages app crashing when muting video chat

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  • by JayB.,

    JayB. JayB. Aug 3, 2016 11:35 AM in response to baforsyth
    Community Specialists
    Aug 3, 2016 11:35 AM in response to baforsyth

    Hello baforsyth,

     

    Thanks for updating OS X to the latest version. That is a very interesting issue that you are experiencing. You should try booting your Mac up into safe mode to see if the issue replicates itself. If it does not, there may be an application that is running in the background that is causing this while your Mac is running in normal mode. If so, checking and removing your Mac's login or start up items will do the trick. If, after you have checked the login items, restarted normally, and the issue returns, reinstalling OS X would be the last and best resolution. Simply reinstalling OS X without erasing your hard drive should not remove any of your personal data, but it is a always a good idea to back up your personal data before performing any OS X reinstall.  The links below can assist you with the steps that I mentioned:

     

    OS X El Capitan: Start up in safe mode

    OS X El Capitan: If you think you have incompatible login items

    Use Time Machine to back up or restore your Mac

    How to reinstall OS X

     

    Thanks for using Apple Support Communities to post your question. These procedures should have you using your Messages app as you expect.

     

    Have a great day.

  • by baforsyth,

    baforsyth baforsyth Aug 3, 2016 12:46 PM in response to JayB.
    Level 1 (8 points)
    Mac OS X
    Aug 3, 2016 12:46 PM in response to JayB.

    Thanks, JayB.  I'll give your suggestions a try.  However, I don't hold out much hope.  I've done a bit more experimenting and I've found this issue on multiple systems with multiple hardware configurations.  I can recreate this problem on:

    Mid 2011 27" iMac running 10.11.3

    Mid 2013 27" iMac running 10.11.6 (4 different iMacs)

    Mid 2014 15" MacBook Pro running 10.11.6

    ????? 13" MacBook Air running 10.11.6 (2 different Airs)

  • by Ralph Johns (UK),

    Ralph Johns (UK) Ralph Johns (UK) Aug 3, 2016 2:09 PM in response to baforsyth
    Level 9 (73,166 points)
    Applications
    Aug 3, 2016 2:09 PM in response to baforsyth

    Hi,

     

    You should get a error messages about no data for 10 secs.

    It used appear in iChat and earlier version of Messages  but you may have to open Console and cause this to happen to see the message there.

     

    iChat and Messages has always been a bit temperamental when it comes to muting the Mic.

    In some cases it seems the app cannot tell that the Mic is just at zero volume and therefore not sending rather then there being no mic to Send Data which should be the real reason it fails.

     

    Mics that can be turned Off such as external desktop ones See most of these can cause the most issues as there is a definite break in the input.

    The Mute should not cause this but is seems it does on occasion.

     

    Safe Boot or a NVRAM reset are the best options.

    The Reinstall is unlikely to work.

     

     

     

     

    3Sigcopy2.png

    10:09 pm      Wednesday; August 3, 2016

     

      iMac 2.5Ghz i5 2011 (El Capitan)
     G4/1GhzDual MDD (Leopard 10.5.8)
     MacBookPro 2Gb (Snow Leopard 10.6.8)
     Mac OS X (10.6.8),
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