1186360 - Reset Firefox button does nothing if user has a profile preference issue

Status: RESOLVED INVALID

(support.mozilla.org :: Knowledge Base Software, task)

Description

[Alex Gibson [:agibson]]

I recently ran into Bug 1185613 and Bug 1185343, which caused me to have a preferences issue on my profile. As a result, many prefs didn't work at all for me (including UITour).

So I went to refresh my profile, via the instructions in this URL:

https://support.mozilla.org/en-US/kb/reset-preferences-fix-problems

Note it says:

"Click this [Refresh Firefox] button directly, if you are viewing this page in Firefox (it won't work if you are using a different browser)."

The issue is, the button still did nothing for me even though I was using Firefox. My profile issue had resulted in UITour preferences also being disabled, so the button didn't work.

Possible resolution:

It might be worth wrapping the JS in a call to `Mozilla.UITour.ping()`, and only showing the button if UITour is working for the user.

Thankfully, the extra instructions to visit about:support still worked for me!

Comment 1

[Joni Chan]

Thanks for reporting this, Alex. I'm moving it to the KB Software component so SUMO Dev can take a look at it.

Comment 2

[Alice Wyman]

(In reply to Alex Gibson [:agibson] from comment #0)
> 
> So I went to refresh my profile, via the instructions in this URL:
> 
> https://support.mozilla.org/en-US/kb/reset-preferences-fix-problems
> 
> Note it says:
> 
> "Click this [Refresh Firefox] button directly, if you are viewing this page
> in Firefox (it won't work if you are using a different browser)."
> 
> The issue is, the button still did nothing for me even though I was using
> Firefox.  

Resolved invalid.  The [Refresh Firefox] button that could be clicked directly no longer appears in  https://support.mozilla.org/en-US/kb/reset-preferences-fix-problems or in other SUMO support articles. 
See also bug 1274210 comment 21.  That button was removed from the associated template in this revision: https://support.mozilla.org/en-US/kb/templateresetsteps/revision/135447