My previous Community thread was automatically closed after 24 hours, so I’m posting a follow-up because the underlying support issue is still unresolved.
Original Support case: #15094636
New Support case: #15872308
The ChatGPT Android app has now been unusable on my Pixel 8 Pro for nearly a month.
Current environment:
ChatGPT Android
Version: 1.2026.265
Version code: 2626526
Pixel 8 Pro
Android: 17
Build: CP3A.260905.009
The failure is still fully reproducible:
- fresh install works while logged out
- Google sign-in and SMS verification complete successfully
- the authenticated ChatGPT home screen begins to load
- the app immediately crashes
The ADB crash log previously provided to Support shows:
java.lang.IllegalArgumentException: Unknown color
at android.graphics.Color.parseColor(…)
I already supplied Support with the full crash log, exact app/build information, Android build, timestamps, reproduction details, and troubleshooting results.
The support process itself has now become part of the problem:
- Case #15094636 was handled by a support specialist beginning September 14
- I was later told Support already had the necessary diagnostic information and that no further action was required from me
- follow-up emails then went unanswered
- a new Case #15872308 was created instead of the original case simply being continued
- I was asked again for version/build information already provided previously
- I reproduced the crash again on the current ChatGPT and Android builds
- I have now been told Case #15872308 has been “escalated to a support specialist”
The concern is that “escalated to a support specialist” is the same status I was given before the prior support cycle began on September 14. I need to know whether this has actually been escalated beyond the previous support level or whether I have simply been returned to the same queue.
@OpenAI_Support, could someone please review both Case #15094636 and Case #15872308 and confirm:
- whether the two cases have been linked
- what happened to Case #15094636
- whether this has actually been escalated beyond the previous support level
- whether the crash has been reviewed by the appropriate Android technical/engineering team
- what the next substantive technical step is
I am not asking the Community to troubleshoot the device. I am asking for help getting an existing, well-documented, reproducible Android crash in front of the appropriate technical team.
This has been going on for nearly a month, and I use ChatGPT every day. I genuinely need this resolved.