1125910 - Firefoxv35 doesn't update due to unknown blocking.

Status: UNCONFIRMED

Description

[FredMcD]

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:35.0) Gecko/20100101 Firefox/35.0
Build ID: 20150108202552

Steps to reproduce:

I used Help > about Firefox to get the update. Then restart. Always get this message;

The update could not be installed. Please make sure there are no other copies of Firefox running on your computer, and then restart Firefox to try again.



Actual results:

Content of 
C:\Users\Fred\AppData\Local\Mozilla\updates\E7CF176E110C211B\updates\0\
update.log


PATCH DIRECTORY C:\Users\Fred\AppData\Local\Mozilla\updates\E7CF176E110C211B\updates\0
INSTALLATION DIRECTORY C:\Program Files (x86)\Mozilla Firefox
WORKING DIRECTORY C:\Program Files (x86)\Mozilla Firefox
NS_main: callback app file open attempt 1 failed. File: C:\Program Files (x86)\Mozilla Firefox\firefox.exe. Last error: 5
NS_main: callback app file open attempt 2 failed. File: C:\Program Files (x86)\Mozilla Firefox\firefox.exe. Last error: 5
NS_main: callback app file open attempt 3 failed. File: C:\Program Files (x86)\Mozilla Firefox\firefox.exe. Last error: 5
NS_main: callback app file open attempt 4 failed. File: C:\Program Files (x86)\Mozilla Firefox\firefox.exe. Last error: 5
NS_main: callback app file open attempt 5 failed. File: C:\Program Files (x86)\Mozilla Firefox\firefox.exe. Last error: 5
NS_main: callback app file open attempt 6 failed. File: C:\Program Files (x86)\Mozilla Firefox\firefox.exe. Last error: 5
NS_main: callback app file open attempt 7 failed. File: C:\Program Files (x86)\Mozilla Firefox\firefox.exe. Last error: 5
NS_main: callback app file open attempt 8 failed. File: C:\Program Files (x86)\Mozilla Firefox\firefox.exe. Last error: 5
NS_main: callback app file open attempt 9 failed. File: C:\Program Files (x86)\Mozilla Firefox\firefox.exe. Last error: 5
NS_main: callback app file open attempt 10 failed. File: C:\Program Files (x86)\Mozilla Firefox\firefox.exe. Last error: 5
NS_main: callback app file in use, failed to exclusively open executable file: C:\Program Files (x86)\Mozilla Firefox\firefox.exe

Comment 1

[Robert Strong [:rstrong] (use needinfo to contact me)]

For some reason outside of the control of app update the firefox.exe process is still in use. Try launching Firefox in safe mode to apply the update in case there is an add-on that is preventing the process from exiting.
https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode#w_how-to-start-firefox-in-safe-mode

Comment 2

[FredMcD]

I just tried Safe Mode, same results. I also re-booted the computer. Same thing.
I checked the Win Task Manager, No Firefox or Mozilla programs were running.

One more thing. When I start Firefox, Norton tells me that the file;
C:\Users\Fred\AppData\Local\Mozilla\updates\E7CF176E110C211B\updates\0\    Update.exe
is safe. I renamed the file, and it was re-created. Every time I start FF,
I get this notice.

Comment 3

[Robert Strong [:rstrong] (use needinfo to contact me)]

That is likely due to Norton interfering with the updater.exe process and from what I read after searching on Norton and Firefox, Norton is also known to interfere with the firefox.exe process from closing just as your log indicates. You might be able to get assistance from Norton on this.

Lawrence, Norton appears to be misbehaving. Can you reach out to them regarding them preventing updates?

Comment 4

[FredMcD]

I disabled Norton, but the problem remains.

From Norton History;

Filename: updater.exe
Full Path: c:\users\fred\appdata\local\mozilla\updates\e7cf176e110c211b\updates\0\updater.exe
____________________________

Details
Stability Unknown,  Many Users,  New,  Good

Origin
Downloaded from 
Unknown

Activity
Actions performed: Suspicious actions performed: None
____________________________

Developers 
Mozilla Corporation

Version 
35.0.0.5486

Identified 
1/26/2015 at 12:45:31 PM

Last Used 
Not Available

Startup Item 
No
____________________________

Unknown
This program crash history is not known.

Many Users
Tens of thousands of users in the Norton Community have used this file.

New
This file was released more than 7 days 18 days ago.

Good
Norton has given this file a good rating.
____________________________

Source File:
setup.exe

File Created:
firefox.exe

File Created:
updater.exe
____________________________

File Thumbprint - SHA:
a3132e26a58853ac2dfd411474dc2d8038236056f4fad63b8c3c809f43804c89
File Thumbprint - MD5:
Not available

Comment 5

[Robert Strong [:rstrong] (use needinfo to contact me)]

It isn't the updater.exe that is the problem. Something on your system is locking or preventing the firefox.exe file from exiting per the update log file and Norton is the most likely culprit since it has been known to do exactly that. Whether it is Norton or some other program locking or preventing the firefox.exe file from exiting there is definitely something unique with your system since there haven't been other reports for quite some time of firefox.exe being in use as is the case with this bug report.

You can try opening the about window and instead of clicking restart exit Firefox. Then check that it isn't present in task manager and if it is kill it. Then launch Firefox again... it will try to apply the update and if the problem is the firefox.exe process not exiting there is the possibility that whatever is preventing it from exiting won't have latched onto the firefox.exe process.

If it is a program locking the file you should be able to find out what is holding the file open using the following
https://technet.microsoft.com/en-us/sysinternals/bb896655.aspx

Comment 6

[FredMcD]

I looked over the above program. I could not figure out how to use it. But your idea about another
program got my attention. I logged off my profile, and logged in to another. I started Firefox,
then checked for updates. It went thru without a problem. Note: Norton was running at the time.
I then went back to my own profile. It took several tries, but the update went thru. I don't know
why, but you were right about something blocking the update.

I will try to find out what happen. But I bought it will be easy.

Tank you for your help.

Comment 7

[Robert Strong [:rstrong] (use needinfo to contact me)]

You might be able to get some help troubleshooting why this is happening with your system via the support site:
https://support.mozilla.org/

Comment 8

[FredMcD]

Did I turn on that flag on the last post? I don't remember doing so. If I did, Sorry.

I checked Microsoft Security Essentials. Nothing in the logs.

SuperAntiSpyware has something in quarantine, but I don't think it's related ( Jan 7 ).

HitmanPro; no

MakwareBites; no