LogsF-2288

Crash-free sessions regression on Android TV following app 3.4.1

Acked within82m 00sof 60m 00s

Crash-free sessions

98.71%

from 99.30% · −0.59pp

Affected users

46,120

Android TV 12/13 · all tenants · app 3.4.1

Cancels at risk

4,120

Modelled over 30 days

Detected

21h 24m ago

27 Aug 16:56 UTC

Attributable to

SimpleStream

App and player quality. Crash, start failure, TTFF, version regressions.

Response

Detected

Detected
Acknowledged
Investigating
Routed
Resolved

Past the acknowledgement target by 82 minutes. Take it to stop the clock.

Discussion

1 messages

A. Drobinoharouted19h 0m ago
Crash-free regression on Android TV, app 3.4.1 - PlaybackSurface.onSurfaceDestroyed
SimpleStream - Jira Service Desk · SSD-4471
SimpleStream - Jira Service Deskreplied14h 40m ago
Acknowledged at 14h. SimpleStream asked for the symbolised stack, which was in the original bundle.

Description

Crash-free sessions on Android TV fell 0.59pp within 36 hours of the 3.4.1 rollout, against a stable 30-day baseline. Crashlytics attributes 71% of the new crashes to one signature in the playback surface. The novelty detector flagged this signature as previously unseen. Retention consequence is already measurable: D7 for users who crashed at least once is 22.4pp below the cohort baseline.

Suggested action

Hold the 3.4.1 Android TV rollout at its current share and request the symbolised stack for signature PlaybackSurface.onSurfaceDestroyed.

Related logs

3 signals · expand a row for the event data

2026-08-27T16:56:00.000ZS-8790 THRESHOLD RULE Crash-free sessions — observed 98.71%, expected 99.30%−0.59pp

Detected: 27 Aug 16:56 UTC21h 24m ago
Detector: Threshold rule
Slice: Android TV · app 3.4.1
Confidence: 96%
Affected users: 46,120
Observed: 98.71%
Expected: 99.30%
Deviation: −0.59pp

Event dataFIREBASEPOST /bigquery/v2/projects/sony-one/queries200184mss-8790-003b0

{
  "timestamp": "2026-08-27T16:56:00.000Z",
  "endpoint": "POST /bigquery/v2/projects/sony-one/queries",
  "requestId": "s-8790-003b0",
  "status": 200,
  "latencyMs": 184,
  "request": {
    "metric": "Crash-free sessions",
    "slice": "Android TV · app 3.4.1",
    "detector": "rule",
    "window": "6h"
  },
  "response": {
    "observed": "98.71%",
    "expected": "99.30%",
    "deviation": "−0.59pp",
    "confidence": 0.96,
    "affected_users": 46120,
    "columns": [
      "app version",
      "crash-free",
      "sessions",
      "rollout"
    ],
    "rows": [
      [
        "3.4.1",
        "98.71%",
        "1,284,110",
        "42%"
      ],
      [
        "3.4.0",
        "99.28%",
        "1,641,882",
        "51%"
      ],
      [
        "3.3.2",
        "99.34%",
        "212,440",
        "7%"
      ]
    ]
  }
}

Query

SELECT app_version, metric('crash_free_sessions') AS observed, metric('sessions') AS sessions
FROM semantic.session
WHERE platform = 'Android TV' AND day >= now() - interval '7 days'
GROUP BY app_version ORDER BY app_version DESC

2026-08-27T17:18:00.000ZS-8794 NOVELTY DETECTION New crash signature — observed 3,412 events, expected 0 eventsnew

Detected: 27 Aug 17:18 UTC21h 2m ago
Detector: Novelty detection
Slice: PlaybackSurface.onSurfaceDestroyed
Confidence: 99%
Affected users: 32,740
Observed: 3,412 events
Expected: 0 events
Deviation: new

Event dataFIREBASEPOST /bigquery/v2/projects/sony-one/queries200188mss-8794-003b4

{
  "timestamp": "2026-08-27T17:18:00.000Z",
  "endpoint": "POST /bigquery/v2/projects/sony-one/queries",
  "requestId": "s-8794-003b4",
  "status": 200,
  "latencyMs": 188,
  "request": {
    "metric": "New crash signature",
    "slice": "PlaybackSurface.onSurfaceDestroyed",
    "detector": "novelty",
    "window": "6h"
  },
  "response": {
    "observed": "3,412 events",
    "expected": "0 events",
    "deviation": "new",
    "confidence": 0.99,
    "affected_users": 32740,
    "columns": [
      "app version",
      "crash-free",
      "sessions",
      "rollout"
    ],
    "rows": [
      [
        "3.4.1",
        "98.71%",
        "1,284,110",
        "42%"
      ],
      [
        "3.4.0",
        "99.28%",
        "1,641,882",
        "51%"
      ],
      [
        "3.3.2",
        "99.34%",
        "212,440",
        "7%"
      ]
    ]
  }
}

Query

SELECT app_version, metric('crash_free_sessions') AS observed, metric('sessions') AS sessions
FROM semantic.session
WHERE platform = 'Android TV' AND day >= now() - interval '7 days'
GROUP BY app_version ORDER BY app_version DESC

2026-08-28T03:40:00.000ZS-8801 CHURN MODEL D7 retention — observed 38.2%, expected 60.6%−22.4pp

Detected: 28 Aug 03:40 UTC10h 40m ago
Detector: Churn model
Slice: Android TV · crashed ≥ 1×
Confidence: 88%
Affected users: 46,120
Observed: 38.2%
Expected: 60.6%
Deviation: −22.4pp

Event dataFIREBASEPOST /bigquery/v2/projects/sony-one/queries200867mss-8801-0065b

{
  "timestamp": "2026-08-28T03:40:00.000Z",
  "endpoint": "POST /bigquery/v2/projects/sony-one/queries",
  "requestId": "s-8801-0065b",
  "status": 200,
  "latencyMs": 867,
  "request": {
    "metric": "D7 retention",
    "slice": "Android TV · crashed ≥ 1×",
    "detector": "model",
    "window": "6h"
  },
  "response": {
    "observed": "38.2%",
    "expected": "60.6%",
    "deviation": "−22.4pp",
    "confidence": 0.88,
    "affected_users": 46120,
    "columns": [
      "app version",
      "crash-free",
      "sessions",
      "rollout"
    ],
    "rows": [
      [
        "3.4.1",
        "98.71%",
        "1,284,110",
        "42%"
      ],
      [
        "3.4.0",
        "99.28%",
        "1,641,882",
        "51%"
      ],
      [
        "3.3.2",
        "99.34%",
        "212,440",
        "7%"
      ]
    ]
  }
}

Query

SELECT app_version, metric('crash_free_sessions') AS observed, metric('sessions') AS sessions
FROM semantic.session
WHERE platform = 'Android TV' AND day >= now() - interval '7 days'
GROUP BY app_version ORDER BY app_version DESC

Clustered support tickets

2 matched

App closes itself on my TV
ZD-48044 · Praia Telecom BR
19h 40m ago
Crashes when I press play
ZD-48098 · Sur Digital CL
15h 2m ago

Sample affected users

e91c4b28f3320da70ab8e5c4