User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:38.0) Gecko/20100101 Firefox/38.0 Build ID: 20160420141331 Steps to reproduce: Load http://www.hl.co.uk Win 7; FF 38.8 ESR Also occurs under Linux Mint FF 46.0 Only causes a problem on the first load of hl.co.uk after newly re-starting FF. On the second and subsequent visits in the same instance of FF, the page loads straight away. This problem has been reported numerous times to HL site hence there must be many affected. Other browsers (IE, Sea Monkey) do not have the issue Actual results: Page starts to load but screen stays mostly white space. CPU went high (30% from baseline of 4%), page then took about 1 minute to load. Page then completed loading and CPU went back to baseline. Reported to hl.co.uk support. They advised there was "an issue with add-ons" and advised to clear cache and cookies then if still there refresh Firefox. Did this and the problem was not solved. When disabling Extensions manually to isolate problem, NO combination of manual disabling worked. Also, all Extensions were then deleted from the installed FF and the problem still occurred. Note: if you load hl.co.uk, wait for the delay to end, then re-start FF in Safe Mode, the problem apparently goes away, but this is not because Safe Mode has disabled somethign causign the problem, but because the re-load is a second or subsequent load of hl.co.uk and that works anyway. I considered updating to 46 but firstly found that the problem also occurred on FF46 under Linux Mint so have not updated the Win7 machine Reported under the Firefox Support forum at https://support.mozilla.org/en-US/questions/1121990 but so far no luck. Expected results: Page should load immediately.
HL's support advice was: "In such instances we have advised clearing the cookies and cached data in the browser. However if that does not work, the next step I would advise is typing 'about:support' into the address bar and clicking on ‘Refresh Firefox’. This will remove add-ons and restore settings to default but does not delete passwords or bookmarks. Our IT Team have conducted research of their own and they believe the issue lies with the add-ons. Security add-ons can cause problems as they run constantly in the background checking everything that is coming in to the browser and so it would be worth noting that turning them off can improve the speed of a website as data heavy as our own." From my own research now, I am not sure they are correct.
I have also tried disabling the Avast AV web shield and this did not work either - which in view of the problem occurrign on Linux Mint / FF46 is now not surprising
https://support.mozilla.org/en-US/questions/1121990 I already told the user to turn off Use Hardware Acceleration and switch to Default theme.
Could you make a performance profile (https://developer.mozilla.org/en-US/docs/Mozilla/Performance/Reporting_a_Performance_Problem)? Also please test with a new profile if you haven't already done so (https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles).
Liviu, I ran the profiler but it did not work very well, as follows: 1. I loaded the profiler software (but did not load the nightly build) 2. I accessed the page hl.co.uk, waited 10 secs (during which time the CPU was high), then started the profiler and clicked "Analyze" 3 I got a new tab which was accessing https://cleopatra.io and at the bottom of the screen "waiting for cleopatra.io". Screen stayed blank 4 Once the high CPU ended I then got a page at https://cleopatra.io which was a progress bar saying "retrieving profile" but it displayed no further progress). 5. On exiting Firefox I then got a message "Could not connect to symbolication server at http://symbolapi.mozilla.org/gecko-profiler. Please verify you are connected to the internet" I think may be because the problem pretty much freezes firefox? *** What did work, though, is that by creating a new profile, the problem does not occur. (I am reasonably sure this is positive in that I tried hard to make sure there was not a previous instance of FF present - see paragraoh towards the end of original bug report) What do I need to do next?
I don't know why the Cleopatra profiler didn't work... But, if the issue is not reproducible with a new profile, may be that the problem is with some settings/preferences/extensions from the old profile. One thing you can do is to recover your data from the old profile and copy it to a new one. You can follow the steps described at https://support.mozilla.org/en-US/kb/recovering-important-data-from-an-old-profile (! be careful not to skip the backup step in case something goes wrong). For discovering what might cause the issue on the old profile you can copy over a few files at a time from the old profile, and then check on the new profile if the problem hasn't returned. If at some point the issue reproduces on the new profile, then you can find what files caused it.
OK. Weirdness... [History (skip if you like) ... I created a new profile and then copied in the old profile files, one file (or one group of files) at a time, as per the list and in the order of those given on the recovering-important-data page. Problem did not occur until I got to cert8.db. So I deleted that to make a new cert8.db - but the problem remained - ??!! I deleted that profile and created another new profile, but this time copied all old files in at once up to but excluding cert8.db. Problem did not occur. Copied cert8.db in. Problem did not occur!!?? Doh. The some few re-loads later (with no other changes) the problem occurred. I wondered if the issue was the number of re-start instances. So, I deleted that profile and created another new profile. I did not copy any old profile files in, but just kept closing, waiting for the task to properly end, re-opening Firefox and going to hl.co.uk. The problem then occurred on the 10th time I opened FF and went to hl.co.uk (might have been 11th? - maybe lost count)] So it looks like this happens with a clean Firefox just with the number of times you re-start Firefox and then open that page. Where to go from here? Liviu, with this information are you able to reproduce this yourself?
OK, I didn't miscount. I have just reproduced it again and the problem definitely occurred on the 10th time of starting FF and going to hl.co.uk Also, I then cleared cache and deleted cookies and re-started FF and the problem remained present.
might or might not be related but also getting high CPU and unresponsive FF on the following: From page http://www.scotlandnow.dailyrecord.co.uk click on any of the photo gallery links on the top righ tof the page, addresses are: http://www.scotlandnow.dailyrecord.co.uk/news/say-goodbye-snow--summer-7912054 http://www.scotlandnow.dailyrecord.co.uk/lifestyle/50-favourite-pictures-scotland-7897668 http://www.scotlandnow.dailyrecord.co.uk/lifestyle/spectacular-scotland-breathtaking-photography-captured-7831480 These links make FF freeze and go high CPU but do it straight away and whether or not a new clean profile is loaded
Thank you for your hard work. I tried to reproduce the issue and bellow are my results: 1. Regarding the initial issue from http://www.hl.co.uk/ I could reproduce the issue after restarting Firefox many times (more than 10 times). This was on Firefox 38.8.0 ESR, Firefox ESR 45.1.1 and Firefox 46.0.1. I tried on Nightly and I couldn't reproduce, but I'm not 100% sure that it's not reproducible too. I will attach the performance profile file that I recorded with the Developer tools profiler hoping someone can have a look at it to understand what might cause this issue. 2. Regarding the links you provided in comment 9 Using Firefox ESR 38.8.0 - the browser becomes unresponsive and eventually crashes (OOM crashes - this reproduces every single time). Using Firefox ESR 45.1.1 the pages load fine. Using latest release 46.0.1 the pages load fine. Using latest Nightly (49.0a1) the pages load fine. Could you, please, try to reproduce the issue on latest Nightly. You can install it from here: https://nightly.mozilla.org/
Status: UNCONFIRMED → NEW
Ever confirmed: true
OK, that's all good news. I've not used the Nightly build before - presumably this will overwrite my existing version? Is there a page with how to use and delete Nightly? (whilst keeping my current profile and addons etc) And, the reason I rolled back from 45 was that I have a 64 bit machine and only some of the plug-ins were loading so various things were not working. Was that a known issue and has it been fixed in 46? If fixed, I will go up to 46 after unloading Nightly
https://cleopatra.io/#report=e6a145e9308baf6540d023d6d3ebb5077c53d80c It seems like the profile has loads of paints / display list generation, and according to Liviu, the content area stayed blank until the very end... Andrew, do you know someone from platform who could look into this? I don't have the expertise to interpret the profile in more detail.
(In reply to Cliff_G from comment #12) > OK, that's all good news. > > I've not used the Nightly build before - presumably this will overwrite my > existing version? Is there a page with how to use and delete Nightly? > (whilst keeping my current profile and addons etc) You can install Nightly alongside your existing Firefox copy. You'd probably want to create a new profile to use with Nightly before starting it with your existing Firefox profile, though, or there might be incompatibilities once you then try to use the same profile with a release version of Firefox again. See https://support.mozilla.org/kb/profile-manager-create-and-remove-firefox-profiles > And, the reason I rolled back from 45 was that I have a 64 bit machine and > only some of the plug-ins were loading so various things were not working. > Was that a known issue and has it been fixed in 46? If fixed, I will go up > to 46 after unloading Nightly I'm not aware of a generic issue. Which plug-ins/add-ons are you talking about?
(In reply to Liviu Cirdei [:liviucirdei] from comment #10) > Could you, please, try to reproduce the issue on latest Nightly. You can > install it from here: https://nightly.mozilla.org/ Have tried both 64 bit and full 32-bit Nightly builds (49.0a1) and was unable to reproduce the problem with hl.co.uk. However, I notice that Nightly also launches plugin-container.exe whereas Firefox does not, so I am not sure if the build or its run environment difference accounts for the inability to reproduce. > I'm not aware of a generic issue. Which plug-ins/add-ons are you talking about? I'll update to 46 and see if I get the same issues, and will raise separately to this bug if necessary
I don't know much about layout or display lists. Maybe Matt could take a look? Thanks.
Flags: needinfo?(continuation) → needinfo?(matt.woodrow)
We appear to have lost our test bed on this bug. But also therefore lost the problem for the moment. HL seem to have changed their web site and I can no longer reproduce the issue. There are some redirects at the start of the load sequence that look to have changed (no specifics of what these were before, I'm afraid, it just looks to me like it's doing something different from before, jumping to (url)/invest and then back to the plain home url) but also the page is loading a whole lot faster than before. Looks also a bit like they have removed some of the "ad" / "tracking" / whatever calls. This is with FF 45.1.1.ESR and regardless of whether don't track is on or off. It would still be useful to know what the traces (comments 11 & 13) above revealed...
BUT the problem still exists on my Linux box, FF 46.0 On this, the redirect goes to www.hl.co.uk/invest than hangs for a minute then goes back to www.hl.co.uk
(In reply to Cliff_G from comment #17) > We appear to have lost our test bed on this bug. But also therefore lost > the problem for the moment. Ignore. Problem is back, on the Windows box. I thought I knew what to do to reproduce but I shall do some more work on that.
When the problem is otherwise manifesting, it can be made to disappear by going to hl.co.uk, and turning Load Images off (=Block) under the identity information per-page controls - click the (i) next to the url, then right arrow, then More Information and go to Permissions. - I blocked everything (all plug-ins and all Location / Mouse Pointer / etc settings) for the specific page except cookies, but including blocking Images, and the page loaded straight away, no high CPU. - Turn Load Images back on (everything else still blocked) and the problem recurred. - Turn everything back to default, problem recurs - Everything still Default except Images re-blocked, page loads straight away (you still have to exit FF and re-start it between each trial) So, one or more of the images are contributing to the problem Is there a way in which I can tell which image is the problem? My suspicion would be the scrolling display towards the top of the page
The profile doesn't show much unfortunately. We only have the pseudo stack markers, and all the time is being spent outside of the markers (so shows up as XRE_main). Getting a profile from Nightly should have the full stacks and be much more useful.
Whether it's coincidence or not, but another site with an exactly similar scrolling graphic on the front page doesn't work properly. Go to http://www.easyjet.com/en/?lang=EN and click the Sign In link at top right. Nothing happens. Works fine if you right click and ask to open in new tab, or in Sea Monkey
Liviu, any chance you can retry profiling on Nightly, maybe also/easier on the case in comment #22 ?
Hmmm. More stuff appears to be broken. Not sure if this is all related but the common theme is pages won't display, and these sorts of errors never used to exist to this extent in FF. (still 45.1.1. ESR here) Go to https://www.royal.uk/court-circular (don't ask...) and click bottom left link "The Royal Diary". - In FF the "wait" wheel just spins forever and doesn't go to the page either. - If you right click and do open in new tab it works OK. - Sea Monkey the same behaviour except the wait wheel is static. - In IE11 all is OK, though.
Hi, I couldn't reproduce the issue from comment 22 on Nightly 49.0a1. However I could reproduce the issue from comment 24 (https://www.royal.uk/court-circular) and I did a performance profile on Nightly. I will attach it here and I will try to make another performance profile using the initial url (http://www.hl.co.uk/) when I will have some time.
OS: Unspecified → Windows 7
Hardware: Unspecified → x86_64
Update: I could not reproduce the issue from http://www.hl.co.uk/ on Nightly to take a performance profile. That is consistent with what I said in comment 10 ("I tried on Nightly and I couldn't reproduce") and with the result from comment 15. So the issue can't be reproduced on Nightly. In this case I hope the last provided profile (profile_Nightly_royal.uk) would help.
I ran version 47 for a little while and this bug did not erproduce durign that time I have gone back to 45ESR as 47 broke my printing
Hi Matt. Is there anything more useful on the profile from comment 26?
Unfortunately not, the profile seems to be broken in the same way as the previous one.
I made another performance profile, this time using Cleopatra (last time it wasn't working). I used the https://www.royal.uk/court-circular url, where the issue reproduces every single time on Nightly. Here is the Cleopatra url: https://cleopatra.io/#report=3bc89a97b62def12bee1c76df5ae6a71b6d76436 And here is a video showing the issue (might help): https://www.youtube.com/watch?v=B4cEwk938qk&feature=youtu.be Matt, can you have a look at this one, please?
FWiW, there are at least two possible factors that can cause problem with profiling: * profile running too long, or problem causes too many events for profiler (though I understand this issue has been improved in recent years) * profiler infrastructure problem - for example there have been intermittent issues with the symbol server in recent months
Thank you. Indeed in this case, the CPU is not increasing, only the "wait" wheel just spins forever and doesn't go to the page (https://www.royal.uk/future-engagements page should be loaded).
Based on comment 33 I'm moving this to a JS component.
Product: Firefox → Core
Currently on FF 8.0 and have not observed teh original problem with hl.co.uk home page
(In reply to Cliff_G from comment #36) > Currently on FF 8.0 and have not observed teh original problem with hl.co.uk > home page should read 48!
WFM per reporter
Status: NEW → RESOLVED
Last Resolved: a year ago
Resolution: --- → WORKSFORME
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