Collect crashes on start

We see in logs that some number of users are getting hard crashes immediately when they open Collect. The crashes we see are very mysterious and look as if storage is either not there, not accessible, or not allowing access.

If you have seen this or heard reports of it happening, we would appreciate your help tracking it down.

To look at before trying a fix if you can:

  • Try browsing to /sdcard/Android/data/ using adb or a file browser. Is the folder there? Is there anything in it?

To try and fix:

  • Reboot the device. Please let us know if that works.
  • Uninstall and reinstall Collect. Please let us know if that works.

General questions about the device:

  • Does it have an sdcard slot? If so, does it have an sdcard in the slot?
  • What's the make/model and Android version

As far as I know, this is the only related report we've received:

This seems to be manufacturer and Android version related:

  • OnePlus, ITEL, Huawei devices with Android 7, 8 and 6 disproportionately report that getExternalFilesDir is null
  • Huawei, Tecno, Infinix devices with Android 7, 10, 6 disproportionately report a generic I/O error when attempting to write to the directory