Impress closes automatically on ipad

User Support
1

I have been using collabora to open a documents I had previously created with libre office on my ipad mini. It all worked until a couple of days ago. Since then the collabora app crushes and closes by itself.

I’ve installed Collabora again but it has made no changes. I’ve saved the file with a different extension but didn’t make a difference either.

Could someone help me with this?

Thanks

2

Hi @pamela.donofrio welcome to collabora online forum :slight_smile:

sorry you’re hitting this issue, let’s narrow it down.

The most useful thing you can send us is the crash log: Settings → Privacy & Security → Analytics & Improvements → Analytics Data, scroll to entries starting “CollaboraOffice-2026-…”, open one and paste the text here (also mention any “JetsamEvent-…” from the same time). That tells us whether it’s a real crash or iOS killing the app for memory.

A few quick questions too:

  • App version (App Store page or the app’s About screen), iPadOS version,
    and which iPad mini? Did the app update a couple of days ago?
  • Does it close at launch, or only once the presentation starts opening?
  • Just this one file, or every document? Does a new blank presentation work?
  • Is the file password-protected? There’s an open regression (#16207) where encrypted files crash right after the password is entered.
  • If you’re able to, attach the .odp/.pptx here.

Thanks
Darshan

3

Good morning Darshan,

I’ve looked in the Ipad Analytics Data but I can’t find any collabora entries although I’ve been using it to open the files I had previously created with libre office on my laptop. I only shows me keynote entries and this is what I get

{“metadata”:{“identifier”:“11F7CEDD-C32A-44AD-8C39-59187650720E”,“version”:“0.1.1”,“flushDate”:1789470315045},“data”:{“session”:{“upsellExperimentData”:{“userSegmentationTreatmentIDs”:[1784653760656,1787600930365,1784653436627],“userSegmentationSegmentSetIDs”:[11230,11507,11509,11710]},“deviceData”:{“osVersion”:“26.6.2”,“deviceModel”:“iPad16,1”,“devicePlatform”:“iPadOS”,“osInstallVariant”:“external”},“offerAwareData”:{“title”:“Try 1 Month Free”},“userData”:{“userID”:“B52FE3F2-D1E7-50A4-9E3B-75128935893F”,“userStartMonth”:9,“isSaltRegenerated”:false,“userStartYear”:2026,“userType”:“returning”,“userIDContext”:“userEvents”,“userStorefrontID”:“143443”},“appData”:{“appBuild”:“7375.0.54”,“appVersion”:“15.3”},“sessionID”:“2BD09220-82C4-41BD-8694-2D09CA886481”,“sessionData”:{“productType”:“keynote”,“iCloudAccountState”:“loggedIn”,“languageCode”:“en-DE”,“userSegmentationSegmentSetIDs”:[10499],“countryCode”:“DE”,“utcOffset”:7200,“userSegmentationTreatmentIDs”:[1753911918847]},“entitlementsData”:{“canMakePayments”:true,“hasPaidAccess”:false},“debugData”:{“name”:“”}},“events”:[{“metadata”:{“name”:“AppSessionStartEvent”,“version”:“0.1.0”},“data”:{“eventData”:{“eventPath”:“\/root”,“eventTimestamp”:1789467680026,“sessionID”:“2BD09220-82C4-41BD-8694-2D09CA886481”,“eventID”:“23BD5F1B-677D-4C75-865A-7F69B648F17F”},“userSubscriptionContextData”:{“currentSubscriptionAgeMos”:0,“subscriptionStatus”:“notSubscribed”,“trialStartYear”:0,“subscriptionAgeMos”:0,“trialStartMonth”:0,“trialAgeMos”:0,“subscriptionStartMonth”:0,“subscriptionStartYear”:0,“isSubscriptionPurchaser”:false,“isAutoRenewEnabled”:false}}},{“metadata”:{“name”:“DocumentViewEvent”,“version”:“0.1.0”},“data”:{“documentCollaborationData”:{“documentCollaborationStatus”:“collaborative”},“documentData”:{“documentID”:“15D7D5D8-DF43-4127-264F-8A388B04B7F4”},“templateData”:{“templateName”:“unknown”},“userSubscriptionContextData”:{“isAutoRenewEnabled”:false,“currentSubscriptionAgeMos”:0,“trialStartYear”:0,“subscriptionAgeMos”:0,“trialStartMonth”:0,“trialAgeMos”:0,“isSubscriptionPurchaser”:false,“subscriptionStartYear”:0,“subscriptionStartMonth”:0,“subscriptionStatus”:“notSubscribed”},“documentContentData”:{“documentLength”:20,“documentSize”:5000},“eventData”:{“eventID”:“053D5039-A987-403F-B881-A992649F4BC3”,“eventTimestamp”:1789467680233,“sessionID”:“2BD09220-82C4-41BD-8694-2D09CA886481”,“eventPath”:“\/root\/document”},“documentStorageData”:{“documentStorageType”:“iCloud”},“timedData”:{“startTimestamp”:1789467680039,“duration”:0,“endTimestamp”:1789467680233}}},{“data”:{“documentCollaborationData”:{“documentCollaborationStatus”:“collaborative”},“documentData”:{“documentID”:“15D7D5D8-DF43-4127-264F-8A388B04B7F4”},“templateData”:{“templateName”:“unknown”},“userSubscriptionContextData”:{“isAutoRenewEnabled”:false,“currentSubscriptionAgeMos”:0,“trialStartYear”:0,“subscriptionAgeMos”:0,“subscriptionStartYear”:0,“trialAgeMos”:0,“isSubscriptionPurchaser”:false,“trialStartMonth”:0,“subscriptionStatus”:“notSubscribed”,“subscriptionStartMonth”:0},“timedData”:{“startTimestamp”:1789467680289,“duration”:2634000,“endTimestamp”:1789470313875},“eventData”:{“eventID”:“803AF137-50EF-46DD-B760-A2C49FE5F14B”,“eventTimestamp”:1789470313875,“sessionID”:“2BD09220-82C4-41BD-8694-2D09CA886481”,“eventPath”:“\/root\/document”},“documentStorageData”:{“documentStorageType”:“iCloud”},“documentContentData”:{“documentSize”:5000,“documentLength”:20}},“metadata”:{“name”:“DocumentViewEvent”,“version”:“0.1.0”}},{“metadata”:{“name”:“AppSessionEndEvent”,“version”:“0.1.0”},“data”:{“sessionEndData”:{“endReason”:“appBackground”},“timedData”:{“endTimestamp”:1789470315044,“duration”:2635000,“startTimestamp”:1789467680026},“eventData”:{“eventPath”:“\/root”,“eventTimestamp”:1789470315044,“sessionID”:“2BD09220-82C4-41BD-8694-2D09CA886481”,“eventID”:“1319FBC3-AC80-4F75-90DE-E04504C4F988”},“userSubscriptionContextData”:{“currentSubscriptionAgeMos”:0,“subscriptionStatus”:“notSubscribed”,“trialStartYear”:0,“subscriptionAgeMos”:0,“trialStartMonth”:0,“subscriptionStartYear”:0,“trialAgeMos”:0,“isSubscriptionPurchaser”:false,“subscriptionStartMonth”:0,“isAutoRenewEnabled”:false}}}]}}

Ipad os version 26.7 - Ipad mini (A17 Pro)

Collabora version 26.04.3.1

No Collabora did not update a few days ago. However I deleted the app and reinstalled it as to install the newest wersion as it didnt offer me any updates. I did this after I started to experience this problem.

It closes in the middle of the presentation - I can view some slides but then at certain point it just crashes.

I experience this problem with every presentation document that I open. As at first it opens and it works with a few slides I can open a blank document and it seems I can use it at first.

I don’t have any passwords for the files as it is my private Ipad.

I would attach a file but it doesn’t allow me to.

Thank you for your help

Pamela

4

Hi Pamela,

Thank you for digging that out. That file is actually Keynote’s own analytics session, not a crash report from us, which is why there is no Collabora information in it.

There are two different kinds of entry in Analytics Data, and I suspect you need the second one:

  1. A crash report, named Collabora Office--.ips. The list is alphabetical, so it sits under C.
  2. If the app is closed by the system for using too much memory, there is no report under our name at all. It is filed as JetsamEvent--.ips, and Collabora Office is named inside the file.

Given that the app disappears silently part-way through a presentation, and that it gets further with a blank document, the second one looks more likely. Could you look for a JetsamEvent entry with a date and time matching one of these closures and send it over?

Three more things that would help:

  • Does it close while you are editing and scrolling through the slides, or only once you start the slideshow?
  • Roughly how many slides do the presentations have, and do they contain large photographs or videos?
  • Does the same file behave itself if you open it on another device?

For the file itself, the forum blocks attachments for new accounts. A link to a cloud drive, or mailing it to me directly (My mail id: darshan.upadhyay@collabora.com), works fine.

Best regards,
Darshan

5

Hi dear Darshan,

sorry for the late reply.

As I mentioned in my last message there are no files named Collabora under Settings - Privacy and Security - Analytic & improvements - Analytics data and there is only one named JetsamEvent–ips it is very long and it does not seem to have anything with Collabora in it.

I’ve just tried to open a presentation with Collabora and it crushed again but the JetsamEvent–ips has a different date the 18th of September. I send it to your email together with one of the presentations.

The presentation crushes when I am on slideshow generally on the 3rd or 4th slide. I do have pictures on my presentation, mainly screenshots. At first when I started to use the presentations with Collabora on my Ipad though it did work and only in the past 2 weeks they have started to crush.

If I open the presentation on my laptop it doesn’t crush. It also doesn’t crush if I open the presentation with keynote on my ipad. I obviously would rather not use keynote.

I look forward to hearing from you.

Kind Regards,

Pamela

6

@pamela.donofrio Thank you for sending the file
I can reproduce the issue on my iPad as well.

We will investigate the issue and inform you when an improvement is made.

7

We implemented a fix for this issue.

The presentation can be played from start to finish without any crashes.

8

Hi Ezinnem,

do I have to download collabora anew then? or how does it work?

9

Yes, Pamela

The version with the fix is expected to be available by the coming week.

10

I m also experiencing difficulties when trying to scroll down the presentation. Did you also notice this problem? I could send you a video with the problem I am experiencing if necessary. Please let me know.

Thanks

11

Hi @pamela.donofrio, could you please file a GitHub issue so we can investigate this further? You can include the log file, a video showing the issue, and your device and version details to help us reproduce and troubleshoot it.

Thanks for helping us improve Collabora Online!

12

I ve posted the issue and sent you the video..thank you!

13

hi @pamela.donofrio can you please file a GH issue so we can track this better ? or else things will be lost between mails