"Server not found" error message should check network offline state and have a more generic "you're not connected to the internet" message if there is no network

NEW
Unassigned

Status

()

enhancement
P3
normal
4 years ago
2 months ago

People

(Reporter: ToddAndMargo, Unassigned)

Tracking

(Blocks 1 bug, {dupeme})

40 Branch
Points:
---
Dependency tree / graph

Firefox Tracking Flags

(Not tracked)

Details

Reporter

Description

4 years ago
User Agent: Mozilla/5.0 (X11; Linux x86_64; rv:40.0) Gecko/20100101 Firefox/40.0
Build ID: 20150812163655

Steps to reproduce:

RFE: Please replace "server not found" with a more accurate error message.

Dear Mozilla,

I am a consultant.  I have plastered Firefox around two counties at customer sites.

Problem: when they are not connected to the Internet (we have frequent outages), the message they get from Firefox is "server not found".  Then they call me angry with Firefox.  I have to explain to them that it is probably their ISP if they can not connect to anything else.  I take *a lot* of heat over this issue.

On the other hand, Midori say "you are not connected to the Internet".

Would you please adopt Midori's method?  If the Internet is down, state such.  If a particular web site is down, the "server not found" then becomes appropriate.  Since Midori is open source too, it shouldn't be too hard to figure out.

Many thanks,
-T

Comment 1

4 years ago
(In reply to Todd from comment #0)
> Problem: when they are not connected to the Internet (we have frequent
> outages), the message they get from Firefox is "server not found".  Then
> they call me angry with Firefox.  I have to explain to them that it is
> probably their ISP if they can not connect to anything else.  I take *a lot*
> of heat over this issue.

They could simply read the second bullet point…

Server not found

Firefox can't find the server at bugzilla.mozilla.org.

 *  Check the address for typing errors such as ww.example.com instead of www.example.com
 *  If you are unable to load any pages, check your computer's network connection.
 *  If your computer or network is protected by a firewall or proxy, make sure that Firefox is permitted to access the Web.
Severity: normal → enhancement
Component: Untriaged → Networking
OS: Unspecified → All
Product: Firefox → Core
Hardware: Unspecified → All
Reporter

Comment 2

4 years ago
> *  If you are unable to load any pages, check your computer's network connection.

Do you really think the average user actually reads or even comes close to understanding the above?  I can tell you from years of personal experience championing Firefox at my customers' sites that the exact number that does read and understand this is Z-E-R-O.

Please implement this as a kindness to me so I don't have to keep taking **** over it!
Reporter

Comment 3

4 years ago
Today's early morning trouble call on my answering machine was "I can't get into my computer.  It says 'Server not found'"  (Yes, I called and explained.)

I get this kind of stuff over and over and over.  Mirodi's method of just telling you you are not on the Internet would go so very far in correcting the misunderstanding your error message causes.

Also, in the instance where the server is actually the problem, please consider calling the server by name, for example, "mozilla.org not found".  This would also remove misunderstandings.
Component: Networking → General
Product: Core → Firefox

Updated

3 years ago
Status: UNCONFIRMED → NEW
Ever confirmed: true
Summary: RFE: please fix "server not found" error message → "Server not found" error message should check network offline state and have a more generic "you're not connected to the internet" message if there is no network
Whiteboard: [DUPEME]
Reporter

Comment 4

11 months ago
Any movement on this?  It drives my customers crazy!  And they drive me crazy calling me complaining about it and do not even realize that their Internet is down.  And when I try to tell them so, they argue with me because that is not what the error message said.

The error should be: "You are not connected to the Internet"

If a particular site can not be found, it should say "Unable to connect to <site>"

Many thanks,
-T

Comment 5

11 months ago
Johann, is this on the radar for the changes to network error pages?
Flags: needinfo?(jhofmann)
There are no changes to the network error pages in progress, only to the certificate error pages :)

Since this seems like a valid issue with the whole UX we can still make it block the (very broad) meta bug...
Flags: needinfo?(jhofmann)
Priority: -- → P3
Keywords: dupeme
Whiteboard: [DUPEME]
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