Cisco Intelligent Proximity crashing on Mac

darrenMack · ‎02-23-2018

I open Proximity on OS X High Sierra 10.13.4 and Proximity crashes straight away, I don't even see the app anymore :(

mneergaa · ‎02-23-2018

Your problem appears to be unrelated to the other user's problem. Your Proximity application is crashing because it is unable to load the application font. This is not a problem many have experienced. Could you think of any reason why this should happen on your computer? Do you have any kind of extra security software that could be denying access to the font files, or any kind of custom font / security setup?

darrenMack · ‎02-23-2018

Not to my knowledge, what is the font that is missing? I know High Sierra does something weird with access now, could that be related

mneergaa · ‎02-23-2018

The font is called CiscoSansThin and should be bundled inside the application binary. It most certainly could be caused by a change in High Sierra, as it appears to be happening a lot now and never happened before. A month ago, this never happened, but apparently it happened to tens of users yesterday. I'll check for upgrades on my system and see if it starts happening. If not, debugging might be difficult.

darrenMack · ‎02-23-2018

I don't see that font in the package

mneergaa · ‎02-23-2018

No, you wouldn't, as it's bundled in the binary. I'm unable to update to 10.13.4, seems that version isn't publicly available?

Anyway, I'll move this thread to a separate post and keep you posted.

mneergaa · ‎02-23-2018

A quick update; after analyzing which other clients have the issue, I can rule out update 10.13.4 as a source of the problem. I was wrong about this not happening on older versions, it has been happening on Sierra as well. Any help you could give in understanding how you (and a few dozen other users) end up with this problem would be greatly appreciated. It happens across a multitude of hardware models and on Sierra and later, but not to any of our machines...

darrenMack · ‎02-26-2018

What sort of information would you need from us? I mean, I can't even open the app. I can give you hardware specs, but if you are saying it is a fault with the app itself not being able to load the font, I fail to understand what else we can give you?

mneergaa · ‎02-26-2018

Sorry, as we're pretty much dumbfounded by this bug at this point any information would help; Users have had Cisco Proximity installed, and then suddenly they're unable to start the app. It seems natural to blame some kind of change in the system; a new piece of software installed, an upgraded version of OS X, a change to font configuration, maybe even antivirus software or hardware model could be relevant.

We continue looking into the issue, but we have very little data to go on.

dillten · ‎03-01-2018

Process log and error dump...

2018-03-01 12:17:33.179 proximity[52803:1213501] Unable to register font: Error Domain=com.apple.CoreText.CTFontManagerErrorDomain Code=-1 "Could not register the CGFont '<CGFont (0x7fcc9b582060): CiscoSans-Thin>'" UserInfo={NSDescription=Could not register the CGFont '<CGFont (0x7fcc9b582060): CiscoSans-Thin>', CTFailedCGFont=<CGFont (0x7fcc9b582060): CiscoSans-Thin>}
2018-03-01 12:17:33.180    Fatal: Could not load font :/fonts/CiscoSansThin.otf
Crash, signal 6
Re-raising signal 6
[1]    52803 abort      /Applications/Cisco\ Proximity.app/Contents/MacOS/proximity --help
➜  ~ Crash data: 2018-03-01 18:17:33+UTC Signal=6 Version="desktop-2.0.8" FatalMsg="Could not load font :/fonts/CiscoSansThin.otf"

0	proximity	0x0000000108c51647	crashHandler(int) + 117
1	libsystem_platform.dylib	0x00007fff6dbfff5a	_sigtramp + 26
2	???	0x0000000000000000	0x0 + 0
3	libsystem_c.dylib	0x00007fff6d9a81ae	abort + 127
4	QtCore	0x0000000109b2a3e9	QMessageLogger::debug(char const*, ...) const + 361
5	QtCore	0x0000000109b2bdb7	QMessageLogger::fatal(char const*, ...) const + 231
6	proximity	0x0000000108c52bcf	doPlatformDependentTeardown() + 0
7	proximity	0x0000000108c527a3	doPlatformDependentSetup() + 929
8	proximity	0x0000000108c4b746	main + 775
9	libdyld.dylib	0x00007fff6d8fc015	start + 1

Seemingly the error may be similar to these links...
https://github.com/dzenbot/Iconic/issues/35

https://stackoverflow.com/questions/44613397/ios-coretext-get-list-of-registered-fonts-via-ctfontmanagerregistergraphicsfont

Or, you could just use a system font.

mneergaa · ‎03-01-2018

Wow, thanks, that “Unable to register font” message is a good lead. I was working on falling back to a system font, and now I'll have some more stuff to look into as well. Sadly, we are working on a larger update to Proximity, so a fix to this can't be expected to be released very soon. If you stumble across a workaround, or any other information, keep us posted.

Again, thanks. This is great =)

dillten · ‎02-23-2018

Same issue here. Just began happening. Don't have a pinpointed date, but same symptom - unable to load the font.

amurrey01 · ‎03-05-2018

Same here. Several Macs in our office with the same issue. All running 10.13.4, one with 10.13.4 Beta