Smart Family app stuck on splash screen on Pixel 5 w/Android 12

[jkcarrol]

I have been using the Smart Family app on my Pixel 5 without any issues on Android 11 and even on Android 12 beta.

A couple of days ago I upgraded to the final Android 12 release and performed a factory reset. Since I did that, the Smart Family app will not work. When it opens, it's stuck at the splash screen. The back button doesn't do anything either, I have to swipe up to kill the app to get out of it.

Is anyone else seeing this? I contacted support and they created a ticket which they closed because my device is an unlocked Pixel 5 purchased from Google directly, which is complete nonsense.

[jkcarrol]

Here's a snippet from logcat showing some sort of java exception that mentions the app so seems relevant?

10-22 11:49:17.437 12249 12273 W milybase.paren: ClassLoaderContext type mismatch. expected=PCL, found=DLC (PCL[] | DLC[];PCL[/data/app/~~ISUVkK1mDy-FUtgwz7sDMA==/com.verizon.familybase.parent-dycmvG4ulUzrcGerV28qQA==/base.apk*3036644000:/data/app/~~ISUVkK1mDy-FUtgwz7sDMA==/com.verizon.familybase.parent-dycmvG4ulUzrcGerV28qQA==/base.apk!classes2.dex*1783067995:/data/app/~~ISUVkK1mDy-FUtgwz7sDMA==/com.verizon.familybase.parent-dycmvG4ulUzrcGerV28qQA==/base.apk!classes3.dex*2301047036:/data/app/~~ISUVkK1mDy-FUtgwz7sDMA==/com.verizon.familybase.parent-dycmvG4ulUzrcGerV28qQA==/base.apk!classes4.dex*1746596900:/data/app/~~ISUVkK1mDy-FUtgwz7sDMA==/com.verizon.familybase.parent-dycmvG4ulUzrcGerV28qQA==/base.apk!classes5.dex*2534963270:/data/app/~~ISUVkK1mDy-FUtgwz7sDMA==/com.verizon.familybase.parent-dycmvG4ulUzrcGerV28qQA==/base.apk!classes6.dex*2002992807:/data/app/~~ISUVkK1mDy-FUtgwz7sDMA==/com.verizon.familybase.parent-dycmvG4ulUzrcGerV28qQA==/base.apk!classes7.dex*3107623603]{PCL[/system/framework/android.test.base.jar*3790657674]#PCL[/system/framework/org.apache.http.legacy.jar*2058259660]})
10-22 11:49:17.595 12249 12249 W System.err: SLF4J: Failed to load class "org.slf4j.impl.StaticLoggerBinder".
10-22 11:49:17.595 12249 12249 W System.err: SLF4J: Defaulting to no-operation (NOP) logger implementation
10-22 11:49:17.595 12249 12249 W System.err: SLF4J: See http://www.slf4j.org/codes.html#StaticLoggerBinder for further details.
10-22 11:49:17.601 12249 12299 W System.err: java.security.InvalidParameterException: Key size must be either 128, 192, or 256 bits
10-22 11:49:17.603 12249 12299 W System.err: at com.android.org.conscrypt.KeyGeneratorImpl$AES.checkKeySize(KeyGeneratorImpl.java:187)
10-22 11:49:17.603 12249 12299 W System.err: at com.android.org.conscrypt.KeyGeneratorImpl.engineInit(KeyGeneratorImpl.java:68)
10-22 11:49:17.603 12249 12299 W System.err: at javax.crypto.KeyGenerator.init(KeyGenerator.java:589)
10-22 11:49:17.603 12249 12299 W System.err: at com.locationlabs.contentfiltering.app.utils.RealmKeyGenerator.a(RealmKeyGenerator.java:3)
10-22 11:49:17.603 12249 12299 W System.err: at com.locationlabs.contentfiltering.app.utils.RealmKeyGenerator.getRealmKeyString(RealmKeyGenerator.java:4)
10-22 11:49:17.603 12249 12299 W System.err: at com.locationlabs.contentfiltering.app.utils.RealmKeyGenerator.getRealmKey(RealmKeyGenerator.java:1)
10-22 11:49:17.603 12249 12299 W System.err: at com.locationlabs.locator.data.realm.MainRealmUtil.d(MainRealmUtil.java:11)
10-22 11:49:17.603 12249 12299 W System.err: at com.locationlabs.locator.data.realm.MainRealmUtil.a(MainRealmUtil.java:11)
10-22 11:49:17.603 12249 12299 W System.err: at com.locationlabs.locator.data.realm.MainRealmUtil.c(MainRealmUtil.java:3)
10-22 11:49:17.603 12249 12299 W System.err: at com.verizon.familybase.parent.o.iz1.run(Unknown Source:2)
10-22 11:49:17.603 12249 12299 W System.err: at io.reactivex.android.schedulers.b$b.run(HandlerScheduler.java:1)
10-22 11:49:17.603 12249 12299 W System.err: at android.os.Handler.handleCallback(Handler.java:938)
10-22 11:49:17.603 12249 12299 W System.err: at android.os.Handler.dispatchMessage(Handler.java:99)
10-22 11:49:17.603 12249 12299 W System.err: at android.os.Looper.loopOnce(Looper.java:201)
10-22 11:49:17.603 12249 12299 W System.err: at android.os.Looper.loop(Looper.java:288)
10-22 11:49:17.603 12249 12299 W System.err: at android.os.HandlerThread.run(HandlerThread.java:67)

[vzw_customer_support]

@jkcarrol ,

Thank you for sharing so many details. Was there a specific reason that you had factory reset your phone after updating the software? You would need to wait for an update to become available to the Smart Family app before it would be made compatible with Android 12, and that depends on when the update comes out to more devices first.  -Russell

[vzw_customer_support]

Please send us a Private Note. *Cecile

[jkcarrol]

I factor reset every time I get a full OS upgrade. That should not cause your app to stop working. And as I said, it worked on the Android betas, so why would it stop working on the official Android 12 build?

There's really no excuse for a major company to have an app that doesn't work with an Android release either. They provide early access to the APIs and betas so that app developers can ensure their app is compatible. If Verizon didn't do that, that's pretty inept IMHO.

[jkcarrol]

I sent a message, still have not received a response.

[vzw_customer_support]

jkcarrol, it sounds like you have a lot of experience in this field. You are right. A factory reset should not be needed after a full OS upgrade, so we apologize for this experience. Our teams should be testing the software to ensure it works properly with everything Verizon. Your feedback on this process will be reviewed for improvement to ensure that you have a great experience with all Verizon services. 

-David

[jkcarrol]

The app is now working after an update. So basically the app was not compatible with Android 12, which is really inexcusable on Verizon's part that it took a week after Android 12's official release when betas and the APIs had been available for months. But at least it's working now.