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    Alpert

    Hello,
    If you flashed a 3rd party ROM on your device, sadly we cannot guarantee the well performance of SwiftKey.

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    Wojtek

    That's quite unfortunate. Especially that:

    * I bought SeiftKey (when it was still a paid product)

    * It was working on this device in nearly same setup for more than a year…

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    Alpert

    What you can try is reinstall, and that might be all.

    For 3rd party ROM we cannot create tickets. But if there's other reports on official ROM, we will take it seriously.

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    Wojtek

    The problem is that the keyboard doesn't hard-crash (no error or 'force close') - it simply hides so this may be some logic/gesture triggered. And it happens very randomely (about 2-3 times a week, with a lot of typing) so it's impossible to reproduce nor to grab logcat :(

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    Permanently Deleted User

    Hu

    -1
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    Eir Mariann Hvidsten

    I have exactly the same problem and it's been going on for months. I have tried updating the app, deleting the app and re-downloading it, and I have gone through the settings many times. It happens mostly if I write a lot over a short while, like when I am in conversation. No error messages, it just hides, and is difficult to prompt to reappear. Very frustrating. As I know of, I have not "flashed a 3rd party ROM" on my moto g4 plus.

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    Alpert

    Hi, 

    can you follow the instructions and share more useful information? 

    Thanks

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    Wojtek

    @Alpert

    "Steps to reproduce" - this is the most dificult step as this happens (seems to) randomly so there are no steps, no error message no nothing that would help you reproduce the issue (and I've been on the other side asking for the same information as without it tracking the issue is (seems to) impossible :-) ).

    It would be helpful to have some "debug" build with verbose debugging enabled / logging to file everything so the moment this happens I could simply tap "Send logs" and you could analyse it... (or is there such button somewhere?)

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    Eir Mariann Hvidsten

    Moto g4 plus, android version 7. Swiftkey version 70728
    Appears frequently when you have a lot to type and it's really inconvenient. Appears (or rather disappears) when used for all apps, facebook, messenger, snap, gmail, chrome, sms texting. No error message. How do you screenshot what is not there?

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    Alpert

    @Wojtek

    Thank you. Yes, there's a way to send logcat to us. Make sure you get into the developer options, click "take bug report", then return to use SwiftKey in the situation that might trigger the crash bug (since you said it's randomly, it could bother you to try multiple times until the bug is recorded by the system). You can send the zip file to any cloud service you want, then share the link to here. I'll make sure the logcat to be addressed to the dev team. (If your case is exactly the same like other users on official ROM)

     

    @Eir Mariann Hvidsten

    Screenshot is one way, in case if you can't, you can record a video clip and upload to a cloud service then share the link to us. Otherwise, you can also try the method of logcat that I mentioned above to @Wojtek.

    Thank you all

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    Wojtek

    @Alpert - isn't there a better option to share the data? Putting link in the public forum doesn't seem like the best idea…

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    Wojtek

    @Alpert - just to clarify - you mean the option in the system DevOptions? That has limited duration and chances to recreate the bug within those couple of minuts when the debug is working are very slim (I would say next to none…)

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    Ryan P

    We see this happening with some users, Twitter seems to be a big culprit from what I've seen. We've not been able to reproduce in house, but will continue to investigate. 

    If you go into SK Settings > About > press on the SwiftKey version number a few times you get a set of options, I believe the app log file could be potentially useful here.

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    Wojtek

    Thanks @Ryan P - this looks promising however after using that option I get "The file was saved to external storage" and… I'm unable to localize it :o Which path should I check?

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    Ryan P

    I actually have no idea where that file is saved or what it is called. I just know it exists, let me see if I can figure it out. 

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    Ryan P

    Here is some info I got from the devs about file location.

    /sdcard/Android/data/com.touchtype.XXXX/files/logs. Its name will be something like 2213dfd0-ba84-4a49-883b-bfb580a2d74c-logcat.log

    I hope this helps. 

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