1140631 - Toolbars will not work when clicked since updating to 36

Status: RESOLVED INCOMPLETE

(Firefox :: Menus, defect)

Description

[Dave Truitt]

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; InfoPath.3; .NET4.0C; .NET4.0E; rv:11.0) like Gecko

Steps to reproduce:

Firefox automatically updated to version 36 this morning and the problem started with clicking on bookmarks with no response. I started in safe mode, disabled all add-ons, and refreshed Firefox. Hitting the menu button on the right hand side and then hitting customize resulted in the Show/Hide Toolbars button not responding when clicked. Right-clicking to have Firefox show the toolbars also does not work.

Comment 1

[Simona Badau, Desktop QA]

Mozilla/5.0 (Windows NT 6.1; WOW64; rv:45.0) Gecko/20100101 Firefox/45.0
Build ID: 20151210030212

Works fine for me on the latest Nightly. 

Dave, are you still experiencing this issue on the latest Firefox versions? If yes, could you please try some of the troubleshooting methods described in this link and post back the results?
https://support.mozilla.org/en-US/kb/troubleshoot-and-diagnose-firefox-problems

Comment 2

[Dave Truitt]

Yes I am still experiencing the issue. I have tried everything on the list of troubleshooting methods and still the problem persists. The buttons on the far right-weather widget, home button, the button with the 3 horizontal lines, the edit bookmark button all work, except for the downloads button-nothing comes up with that. What is weird is that the drop down menus do actually work when clicked-I can arrow down and select something-I just can't see what I am selecting since nothing is visible. It's the same when I am on a website where choices are made using a drop down menu-I can arrow down to select but no visible menu shows. I suspect it is something in about:config; I just don't know what it is.

Comment 3

[Simona Badau, Desktop QA]

Dave, could you please type about:support in the URL bar, hit enter, click on the "Copy text to clipboard" button and paste here the information?

Comment 4

[Dave Truitt]

Simona-Here it is:
Application Basics
------------------

Name: Firefox
Version: 42.0
Build ID: 20151029151421
Update Channel: release
User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:42.0) Gecko/20100101 Firefox/42.0
Multiprocess Windows: 0/1 (default: false)
Safe Mode: false

Crash Reports for the Last 3 Days
---------------------------------

All Crash Reports

Extensions
----------

Name: Flagfox
Version: 5.1.5.1-let-fixed
Enabled: true
ID: {1018e4d6-728f-4b20-ad56-37578a4de76b}

Name: googlebar
Version: 0.9.20.05.1-signed
Enabled: true
ID: {6b6601f1-361e-4b9f-bb6d-f8305000e4f6}

Name: Theme Font & Size Changer
Version: 42.5
Enabled: true
ID: {f69e22c7-bc50-414a-9269-0f5c344cd94c}

Name: Weather Forecast
Version: 0.1.9
Enabled: true
ID: jid1-aqwHRwQpv3JUMs@jetpack

Name: Logitech SetPoint
Version: 6.5
Enabled: false
ID: {F003DA68-8256-4b37-A6C4-350FA04494DF}

Graphics
--------

Adapter Description: AMD Radeon HD 5450
Adapter Drivers: aticfx64 aticfx64 aticfx64 amdxc64 aticfx32 aticfx32 aticfx32 amdxc32 atiumd64 atidxx64 atidxx64 atiumdag atidxx32 atidxx32 atiumdva atiumd6a atitmm64
Adapter RAM: 1024
Asynchronous Pan/Zoom: none
Device ID: 0x68f9
DirectWrite Enabled: false (10.0.10240.16430)
Driver Date: 8-21-2015
Driver Version: 15.201.1151.0
GPU #2 Active: false
GPU Accelerated Windows: 0/1 Basic (OMTC)
Subsys ID: 30331682
Supports Hardware H264 Decoding: false
Vendor ID: 0x1002
WebGL Renderer: Google Inc. -- ANGLE (AMD Radeon HD 5450 Direct3D11 vs_5_0 ps_5_0)
windowLayerManagerRemote: true
AzureCanvasBackend: skia
AzureContentBackend: cairo
AzureFallbackCanvasBackend: cairo
AzureSkiaAccelerated: 0

Important Modified Preferences
------------------------------

browser.cache.disk.capacity: 358400
browser.cache.disk.filesystem_reported: 1
browser.cache.disk.smart_size.first_run: false
browser.cache.disk.smart_size.use_old_max: false
browser.cache.frecency_experiment: 3
browser.display.use_document_fonts: 0
browser.download.importedFromSqlite: true
browser.places.smartBookmarksVersion: 7
browser.sessionstore.upgradeBackup.latestBuildID: 20151029151421
browser.startup.homepage_override.buildID: 20151029151421
browser.startup.homepage_override.mstone: 42.0
browser.tabs.drawInTitlebar: false
browser.tabs.warnOnClose: false
dom.apps.reset-permissions: true
dom.mozApps.used: true
extensions.lastAppVersion: 42.0
font.internaluseonly.changed: true
font.name.monospace.x-western: Blue Highway
font.name.serif.x-western: Cambria
font.size.fixed.x-western: 14
gfx.direct2d.disabled: true
gfx.direct3d.last_used_feature_level_idx: 0
layers.acceleration.disabled: true
media.gmp-eme-adobe.abi: x86-msvc
media.gmp-eme-adobe.lastUpdate: 1448078905
media.gmp-eme-adobe.version: 15
media.gmp-gmpopenh264.abi: x86-msvc
media.gmp-gmpopenh264.lastUpdate: 1448078905
media.gmp-gmpopenh264.version: 1.5.1
media.gmp-manager.buildID: 20151029151421
media.gmp-manager.lastCheck: 1450106127
media.hardware-video-decoding.failed: false
network.cookie.prefsMigrated: true
network.predictor.cleaned-up: true
places.database.lastMaintenance: 1450106211
places.history.expiration.transient_current_max_pages: 104858
plugin.disable_full_page_plugin_for_types: application/pdf
plugin.importedState: true
privacy.sanitize.migrateFx3Prefs: true
storage.vacuum.last.index: 1
storage.vacuum.last.places.sqlite: 1448080157

Important Locked Preferences
----------------------------

JavaScript
----------

Incremental GC: true

Accessibility
-------------

Activated: false
Prevent Accessibility: 0

Library Versions
----------------

NSPR
Expected minimum version: 4.10.10
Version in use: 4.10.10

NSS
Expected minimum version: 3.19.4 Basic ECC
Version in use: 3.19.4 Basic ECC

NSSSMIME
Expected minimum version: 3.19.4 Basic ECC
Version in use: 3.19.4 Basic ECC

NSSSSL
Expected minimum version: 3.19.4 Basic ECC
Version in use: 3.19.4 Basic ECC

NSSUTIL
Expected minimum version: 3.19.4
Version in use: 3.19.4

Experimental Features
---------------------
(In reply to Simona B from comment #3)
> Dave, could you please type about:support in the URL bar, hit enter, click
> on the "Copy text to clipboard" button and paste here the information?

Comment 5

[Simona Badau, Desktop QA]

Dave, there is nothing I can see in your profile in the Preferences section that stands out. However, some of the add-ons you have installed are making some modifications to your tool bars area, and could cause the issue you are mentioning.

I know you said that you already have tried everything on the list of troubleshooting methods, but could you try to reset your Firefox profile one more time? Doing this will reset your preferences and will take any suspicion from the add-ons you have (please note that all your add-ons and theme will be also removed).
https://support.mozilla.org/en-US/kb/reset-preferences-fix-problems

If this doesn't work please screenshot and attach it to the bug report. We'll continue from there.

Comment 6

[Dave Truitt]

I tried this but there was no file with that name. The closest thing was a Javascript file named "pref", which I deleted but it kept reappearing each time I re-started Firefox. I tried opening Firefox with the add-ons disabled and this also changed nothing.

Comment 7

[Simona Badau, Desktop QA]

Dave, could you please provide a screenshot that illustrates your issue? A screen recording will be even better.

Comment 8

[Dave Truitt]

Attachment: 2015-12-18-0434-59.flv

Here is the screen recording-you will notice that as I try to click the Bookmarks tab, nothing happens, but when I click the tab, and then arrow down once and hit enter, the separate Bookmarks window opens. So the menu is there and working, just not visible. The same things happen when I go into the menu screen, hit customize, then turn off and on the title bar and Show / hide buttons. Some buttons work normally like the Home button. So I am beyond frustrated that I can't figure out how to fix it.

Comment 9

[Simona Badau, Desktop QA]

Dave, does it work if you disable the Hardware Acceleration option? Click on the Open menu button (the last button located on the Address Bar) -> open Options -> Advanced -> uncheck "Use hardware acceleration when available".

Comment 10

[Dave Truitt]

I've tried it with and without hardware acceleration enabled-it makes no difference with the bug.

Comment 11

[Dave Truitt]

I don't understand what to do with the previous note.

Comment 12

[Simona Badau, Desktop QA]

(In reply to Dave Truitt from comment #11)
> I don't understand what to do with the previous note.

A component has been set, no further action is required at the moment.

Comment 13

[Dave Truitt]

Here is something you might find interesting-sometimes when software is uninstalled, a web page will open up asking you to say why you didn't like the software. I recently did so and Firefox was the default browser for that dialogue box. In that instance and that instance only, everything worked perfectly-drop down menus, download boxes, everything. What is different about the browser in that mode than when I open Firefox normally?

Comment 14

[Simona Badau, Desktop QA]

Dave, how many Firefox profiles do you have? It's possible that Firefox opened with a different profile (if you have multiple) than the one is default. You can verify this very easy by typing about:support in the URL bar, hit enter, in the Profile Folder section click on the Show Folder button -> your profile folder opens and you have to go under the Profiles folder and see how many folders you have there. 

Another way is to follow the instructions given here:
https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles

Comment 15

[Dave Truitt]

There are 2-one is titled vbhkn3fp.default-1450247099752 and the other x3yoi9ia.DaDave. When opening Firefox, the program opened the default version. So I checked the create and remove dialog and removed the default profile but noticed the DaDave version did not show on the list. So I created a new profile and the problems with the drop down menus not appearing remained. So I tried deleting the new profile inside the program files and tried re-opening Firefox to see if it would force the original DaDave profile to be used. It said the profile was missing or inaccessible.

Comment 16

[Wayne Mery (:wsmwk)]

(In reply to Dave Truitt from comment #13)
> Here is something you might find interesting-sometimes when software is
> uninstalled, a web page will open up asking you to say why you didn't like
> the software. I recently did so and Firefox was the default browser for that
> dialogue box. In that instance and that instance only, everything worked
> perfectly-drop down menus, download boxes, everything. What is different
> about the browser in that mode than when I open Firefox normally?

That doesn't sound familiar. A screen shot would have been helpful.

Does problem go away if you start *Windows* in safe mode?