Page doesn't load/render if the mouse is not moving

NEW
Unassigned

Status

()

Core
Widget: Win32
P2
normal
3 years ago
11 hours ago

People

(Reporter: ashughes, Unassigned)

Tracking

({regression})

Trunk
x86_64
Windows 7
regression
Points:
---
Dependency tree / graph

Firefox Tracking Flags

(firefox33 wontfix, firefox34 wontfix, firefox35 affected, firefox36 affected)

Details

(Whiteboard: tpi:+, URL)

Attachments

(1 attachment)

+++ This bug was initially created as a clone of Bug #933733 +++

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:25.0) Gecko/20100101 Firefox/25.0 (Beta/Release)
Build ID: 20131025151332

Steps to reproduce:

Click on link to open a new web page. Don't move mouse.


Actual results:

Page doesn't load.


Expected results:

Page should have loaded.

Page will only load when mouse is moving.

Please note that I am unable to replicate this bug on my own system. I've seen 3 separate reports of this issue in the SUMO English forum and I'm told that there are others in the Italian specific support forum.

https://support.mozilla.org/en-US/questions/975941
https://support.mozilla.org/en-US/questions/976034
https://support.mozilla.org/en-US/questions/976030

Users have tried Safe Mode and Firefox Reset but the bug persists.

Of particular note is Emanuel Hoogeveen's comment (bug 933733 comment 173):
> I can indeed reproduce this on a fresh install of Windows 7 x64 (fully
> updated), with Firefox Nightly and Shrink Pic [1] on my VM. Nightly seems to
> hang while pictures are being loaded until I move the mouse.
> 
> [1] http://www.onthegosoft.com/shrink_pic.htm

This gives Engineering a case worth debugging to see what might be happening in Firefox code.

Comment 1

3 years ago
Unistalled Adobe Flash Player 15 plugin and Adobe Active X plugin. 
 
FF behavior back to normal.  I should have uninstalled them separately and tested :(

This is on a 64-bit Win7 machine.  I had originally said 32-bit.

Updated

3 years ago
Duplicate of this bug: 1108982
most of the time this issue comes up it seems to be caused by malware:
https://support.mozilla.org/en-US/questions/1018259#answer-625817
https://support.mozilla.org/en-US/questions/1019045#answer-628351
https://support.mozilla.org/en-US/questions/1026745#answer-643556
https://support.mozilla.org/en-US/questions/1028006#answer-655315
https://support.mozilla.org/en-US/questions/1028419#answer-647430
https://support.mozilla.org/en-US/questions/1030147#answer-654859
https://support.mozilla.org/en-US/questions/1031896#answer-655233

Comment 4

3 years ago
This has been present in every version since 32.0.3. 
Im on 35.0.1 now and still have to keep reverting back to 32.0.3 just so I can use the internet unhindered. 

Ironically im using internet explorer to file this report and it works fine.

Ive got a toshiba satellite with intel core i3 - 3120M CPU @ 2.50GHz, 64-bit with windows 7 service pack 1.

Ive tried:

Removing malware with various different applications.
Disabling all plugins.
Uninstalling VLC player, Flash player 16, Active X, Java update 25, adobe reader.

Im done with Firefox until this is fixed because using V32.0.3 forever just isnt going to be safe or satisfactory.
If you need any other information about my setup that may help find the source of this problem then dont hesitate to ask. 
Until then 'Google Chrome' is my friend.
Pedddz
Comment hidden (me-too)
Yeah, we were expecting this (finally) fixed in 35 by the bug 937306.  It's pretty clear that isn't the case (as 35 released before January 15th, so you would have seen it by now.)  This issue has had a complicated life, starting in 25, and coming back for complicated reasons.

Pedddz - 64-bit machine, but 32-bit Firefox?
As I mentioned in bug 1094086, I can reproduce this by installing Shrink Pic 1.8.0 on a fresh, updated Windows 7 x64 VM with a fresh profile of the latest Nightly. Many things stop painting unless I move the mouse, including just loading Google and the progress bar of an in-progress download. 64-bit Nightly is *not* affected, possibly because Shrink Pic is a 32-bit process.

Comment 8

3 years ago
(In reply to Emanuel Hoogeveen [:ehoogeveen] from comment #7)
> As I mentioned in bug 1094086, I can reproduce this by installing Shrink Pic
> 1.8.0 on a fresh, updated Windows 7 x64 VM with a fresh profile of the
> latest Nightly. Many things stop painting unless I move the mouse, including
> just loading Google and the progress bar of an in-progress download. 64-bit
> Nightly is *not* affected, possibly because Shrink Pic is a 32-bit process.

What is the exact str here? I just tried this on my win7 system but didn't reproduce with that app running in the tray.
Interesting. I just open up Nightly (32-bit), type www.google.com into the address bar and press enter. This then gets stuck while Connecting after a second or two, and makes further progress only when I use the mouse. Similarly, hovering over an in-progress download (say, downloading 64-bit Nightly from the ftp) by clicking on the arrow, doesn't refresh unless I move the mouse. I think the download still makes progress in the background though.

This is in VirtualBox 4.3.20 with the Guest Additions installed, on Windows 7 x64 with SP1 and all the latest updates. about:support shows "GPU Accelerated Windows	0/1 Basic (OMTC) Blocked for your graphics card because of unresolved driver issues.", in case that plays a role. I haven't tried it outside a VM. A user reported that Shrink Pic caused this problem, and I doubt they were running a VM, but I don't know if they were getting hardware acceleration.
Oh, and I should mention that this VM is assigned 4 cores (all the physical cores of my CPU). I didn't modify any of the settings of Shrink Pic after installing it.

Comment 11

3 years ago
(In reply to Emanuel Hoogeveen [:ehoogeveen] from comment #9)
> Interesting. I just open up Nightly (32-bit), type www.google.com into the
> address bar and press enter. This then gets stuck while Connecting after a
> second or two, and makes further progress only when I use the mouse.
> Similarly, hovering over an in-progress download (say, downloading 64-bit
> Nightly from the ftp) by clicking on the arrow, doesn't refresh unless I
> move the mouse. I think the download still makes progress in the background
> though.
> 
> This is in VirtualBox 4.3.20 with the Guest Additions installed, on Windows
> 7 x64 with SP1 and all the latest updates. about:support shows "GPU
> Accelerated Windows	0/1 Basic (OMTC) Blocked for your graphics card because
> of unresolved driver issues.", in case that plays a role. I haven't tried it
> outside a VM. A user reported that Shrink Pic caused this problem, and I
> doubt they were running a VM, but I don't know if they were getting hardware
> acceleration.

Thanks for the detail, I'll try to set this up. What state is that tiny pic app in when you reproduce?
(In reply to Jim Mathies [:jimm] from comment #11)
> Thanks for the detail, I'll try to set this up. What state is that tiny pic
> app in when you reproduce?

Running, with its icon showing in the system tray. I cannot reproduce into its settings and uncheck 'Enable photo compression', which does the same thing as right clicking the tray icon and clicking 'Enable' to uncheck it.
Ack, that got a bit mangled:

I cannot reproduce if I go into its settings and uncheck 'Enable photo compression', which does the same thing as right clicking the tray icon and clicking 'Enable' to uncheck it.
Aaron's comment off-line suggests a possible connection with sandboxed Flash usage of WM_MOUSEFIRST and WM_MOUSELAST with this.  Something Adobe would need to fix, but perhaps there's a way for us to work around it.  Stay tuned.
Flash protected mode has been disabled by default on beta:

https://quality.mozilla.org/2015/01/disabling-protected-mode-in-firefox-36-beta/

Can we somehow check if that fixes this bug?

Comment 16

3 years ago
That is back off by default as of beta9, but if you are running beta or newer you can also set the pref dom.ipc.plugins.flash.disable-protected-mode;true
Aaron, any thoughts on the stuff you mentioned related to WM_MOUSEFIRST etc?
Flags: needinfo?(aklotz)
Been busy on a bunch of plugin stuff, but I'm looking into this now.
Flags: needinfo?(aklotz)
I've tried reproducing the Shrink Pic problems and have not been able to, however I did notice that it is injecting a DLL system-wide. From dumping the binaries' imports, it is doing this via SetWindowsHookEx.

Comment 20

2 years ago
any suggestions on what else can be done besides buying a new computer?  this is driving me nuts and I keep waiting for a fix. it's painful at work dealing with this.
While work on the issue has unfortunately stalled, everything seems to indicate that this happens due to a bad interaction with some software. Shrink Pic seems to cause it, and some malware can be responsible as well. I suggest doing a malware scan, and if that doesn't help, looking at the active processes on your system and trying to uninstall them one by one. I know the second option isn't great, but with no one working on this it's your best bet.

Comment 22

2 years ago
Triggering a crash and posting the crash link here might help, we can take a look at your module list.

https://github.com/luser/crashme

Comment 23

2 years ago
ran Anti-Malware and it found threats. Once removed Firefox stopped freezing up.  Should have done this long ago.  Thank you.  (FYI - it appears to have been caused by Mindspark.A)
John, do you know what exactly was removed? Was it a toolbar or something else?
Flags: needinfo?(speedy)

Comment 25

2 years ago
It was not a toolbar.  I've been using Microsoft Security Essentials and it obviously didn't protect me.  When I ran Anti-Malware it found a thousand+ lines.

I'll add an attachment of the quarantine summary report in .txt file.
Flags: needinfo?(speedy)

Comment 26

2 years ago
Created attachment 8615017 [details]
Anti-Malware quarantine report

quarantined files from Maleware Anti-Malware bytes.  Running this utility gave me my FF browser back!!
Attachment #8615017 - Flags: feedback+

Comment 27

2 years ago
I have been having same problem for past 4-5 mos.  Probably since upgrading to 33.0 ...   I recently found that if I open an initial browser session from PC Matic then all subsequent browser sessions will work as well.  But after closing all Mozilla sessions and reopening as usual the sessions hang.  Maybe this will give someone a hint at what is going on.  If I hadn't stumbled on this workaround I would be using IE for my Internet browsing....  John

Comment 28

2 years ago
(In reply to JohnW from comment #27)
> I have been having same problem for past 4-5 mos.  Probably since upgrading
> to 33.0 ...   I recently found that if I open an initial browser session
> from PC Matic then all subsequent browser sessions will work as well.  But
> after closing all Mozilla sessions and reopening as usual the sessions hang.
> Maybe this will give someone a hint at what is going on.  If I hadn't
> stumbled on this workaround I would be using IE for my Internet browsing....
> John

You should run antimalware applications, many users who reported this issue were infected by malwares.
FAQ: https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-caused-malware
See Also: → bug 1199214
We still don't have good str on this. Dropping into P2 to keep it on the radar.
Priority: -- → P2
Whiteboard: tpi:+
I can still reproduce this in my Windows 7 VM on the latest 32-bit Nightly in a fresh profile with Shrink Pic running in the background, regardless of whether e10s is enabled. Just loading up the browser reproduced it once, and loading a big website like www.microsoft.com, I see it stalling whenever I haven't moved the cursor for around a second.

Comment 31

a year ago
I suffered through this for awhile and it drives you nuts.  Finally, I installed Malwarebytes Anti-Malware and it cured the proble.

Comment 32

3 months ago
Any updates on this issue please? We're still experiencing this issue on Firefox ESR 45.7.0. We aren't running Malwarebytes but are running Microsoft System Center Endpoint Protection instead.

We've tried all the usual fixes (safe mode, turning off h/w acceleration, reinstall, profile reset etc) but nothing's worked.

Please advise if there's any logs etc that we can submit. This is a locked-down fairly secure enterprise machine and we're positive there aren't any malware installed.

Machine specs:
-----------------
Make/Model: Dell Latitude E5570
OS: Windows 7 SP1 Enterprise x64
GPU: Intel HD Graphics 530 + AMD Radeon R7 M370
Graphics driver: Intel v20.19.15.4483

Comment 33

3 months ago
ESR 45 is almost EOLed, can you download the new ESR 52 and test on a testing machine: https://www.mozilla.org/en-US/firefox/organizations/all/

Comment 34

3 months ago
(In reply to Shiv Manas from comment #32)
> Any updates on this issue please? We're still experiencing this issue on
> Firefox ESR 45.7.0. We aren't running Malwarebytes but are running Microsoft
> System Center Endpoint Protection instead.
> 
> We've tried all the usual fixes (safe mode, turning off h/w acceleration,
> reinstall, profile reset etc) but nothing's worked.
> 
> Please advise if there's any logs etc that we can submit. This is a
> locked-down fairly secure enterprise machine and we're positive there aren't
> any malware installed.
> 
> Machine specs:
> -----------------
> Make/Model: Dell Latitude E5570
> OS: Windows 7 SP1 Enterprise x64
> GPU: Intel HD Graphics 530 + AMD Radeon R7 M370
> Graphics driver: Intel v20.19.15.4483

Shiv, install Malwarebytes and it should fix the issue.  It worked for me and it's free.  I was running Microsoft Endpoint Protection as well until Malwarebytes solved the problem.
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