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Comment 1

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9 years ago

The error code 13 means "permission denied." Since this is a work computer and you can't disable the antivirus, I'm guessing you don't have administrator access. That would mean that updates won't work unless the Mozilla maintenance service is installed and enabled. Look for the service to be installed in "C:\Program Files (x86)\Mozilla Maintenance Service". If it's there (it doesn't install to any other location), then see if there's a recent log file in the logs directory and post what it says. If there aren't any recent logs, then the service is probably disabled; check the Update settings under the Advanced page in the Options screen and make sure that "Use a background service to install updates" is checked.

Updated

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9 years ago

Flags: needinfo?(geobert)

Reporter

Comment 2

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9 years ago

The most recent log I have say this: Upgrading service if installed... User access was set successfully on the service. The MozillaMaintenance service path is correct. The service description was updated successfully. Sending stop request... Waiting for service stop... Done waiting for service stop, last service state: 1 The new service binary was copied in. Deleting the old file path on the next reboot: C:\Program Files (x86)\Mozilla Maintenance Service\maintenanceservice_tmp.exe. The service was upgraded successfully Another thing is that I found a workaround on internet saying to rename firefox.exe to let say afirefox.exe and run it. The update applied successfully then, I close afirefox.exe and run firefox.exe normally and the correct version is shown.

Reporter

Comment 3

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9 years ago

just realized the log I posted concern the service installation, sorry. Today update came up and again, same error, I've check the logs folder in the Maintenance service and none appeared, the option is ticked. So my issue seems to come from the service not starting? tried without the option as well and same error.

Reporter

Comment 4

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9 years ago

using this instructions worked https://wiki.mozilla.org/Software_Update:Manually_Installing_a_MAR_file

Comment 5

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9 years ago

Okay, interesting. Yes, it does sound like the service wasn't even tried for some reason. Since you did get an update installed I'll close this bug, but feel free to reopen it if the issue returns on the next update. Thanks.

Status: UNCONFIRMED → RESOLVED

Closed: 9 years ago

Resolution: --- → WORKSFORME

Reporter

Comment 6

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9 years ago

I got the update installed but manually using the wiki instruction, for testing purpose, the issue is still present if I use the about firefox box

Status: RESOLVED → UNCONFIRMED

Resolution: WORKSFORME → ---

Comment 7

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9 years ago

Okay, then what we need to do is find out why the service isn't being used. Try this: Follow the instructions at [https://support.mozilla.org/en-US/kb/about-config-editor-firefox] to open the configuration editor, search for the preference called app.update.log and toggle it to true. Then, open the Browser Console either by selecting it from the Developer menu (wrench icon) or pressing Ctrl+Shift+J. Then open the About window to trigger the update check. You should see some lines that start with "AUS:SVC" appear in the browser console; copy those lines and paste them in here. That should at least give us a clue.

Reporter

Comment 8

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9 years ago

done: AUS:SVC Creating UpdateService AUS:SVC Checker: checkForUpdates, force: true AUS:SVC Checker:getUpdateURL - update URL: https://aus5.mozilla.org/update/6/Firefox/51.0a2/20161108004019/WINNT_x86_64-msvc-x64/en-GB/aurora/Windows_NT%206.1.1.0%20(x64)(noBug1296630v1)/SSE3/default/default/update.xml?force=1 AUS:SVC gCanCheckForUpdates - able to check for updates AUS:SVC Checker:checkForUpdates - sending request to: https://aus5.mozilla.org/update/6/Firefox/51.0a2/20161108004019/WINNT_x86_64-msvc-x64/en-GB/aurora/Windows_NT%206.1.1.0%20(x64)(noBug1296630v1)/SSE3/default/default/update.xml?force=1 AUS:SVC Checker:onLoad - request completed downloading document AUS:SVC Checker:getUpdateURL - update URL: https://aus5.mozilla.org/update/6/Firefox/51.0a2/20161108004019/WINNT_x86_64-msvc-x64/en-GB/aurora/Windows_NT%206.1.1.0%20(x64)(noBug1296630v1)/SSE3/default/default/update.xml?force=1 AUS:SVC Checker:onLoad - number of updates available: 1 AUS:SVC isServiceInstalled = true AUS:SVC getCanApplyUpdates - bypass the write checks because we'll use the service AUS:SVC getCanApplyUpdates - able to apply updates AUS:SVC Creating Downloader AUS:SVC UpdateService:_downloadUpdate AUS:SVC readStringFromFile - file doesn't exist: C:\Users\GQ185008\AppData\Local\Mozilla\updates\CA9422711AE1A81C\updates\0\update.status AUS:SVC readStatusFile - status: null, path: C:\Users\GQ185008\AppData\Local\Mozilla\updates\CA9422711AE1A81C\updates\0\update.status AUS:SVC Downloader:downloadUpdate - url: https://mozilla-nightly-updates.s3.amazonaws.com/mozilla-aurora/20161109004003/Firefox-mozilla-aurora-51.0a2-win64-en-GB.complete.mar?versionId=hb8ungxY3BujBaDi.u3Lg2EGun2QMILo, path: C:\Users\GQ185008\AppData\Local\Mozilla\updates\CA9422711AE1A81C\updates\0\update.mar, interval: 0 AUS:SVC Downloader:onStartRequest - original URI spec: https://mozilla-nightly-updates.s3.amazonaws.com/mozilla-aurora/20161109004003/Firefox-mozilla-aurora-51.0a2-win64-en-GB.complete.mar?versionId=hb8ungxY3BujBaDi.u3Lg2EGun2QMILo, final URI spec: https://mozilla-nightly-updates.s3.amazonaws.com/mozilla-aurora/20161109004003/Firefox-mozilla-aurora-51.0a2-win64-en-GB.complete.mar?versionId=hb8ungxY3BujBaDi.u3Lg2EGun2QMILo AUS:SVC Downloader:onProgress - progress: 34388/57751941 […] AUS:SVC Downloader:onProgress - progress: 57751941/57751941 AUS:SVC Downloader:onStopRequest - original URI spec: https://mozilla-nightly-updates.s3.amazonaws.com/mozilla-aurora/20161109004003/Firefox-mozilla-aurora-51.0a2-win64-en-GB.complete.mar?versionId=hb8ungxY3BujBaDi.u3Lg2EGun2QMILo, final URI spec: https://mozilla-nightly-updates.s3.amazonaws.com/mozilla-aurora/20161109004003/Firefox-mozilla-aurora-51.0a2-win64-en-GB.complete.mar?versionId=hb8ungxY3BujBaDi.u3Lg2EGun2QMILo, status: 0 AUS:SVC Downloader:onStopRequest - status: 0, current fail: 0, max fail: 10, retryTimeout: 2000 AUS:SVC Downloader:_verifyDownload called AUS:SVC Downloader:_verifyDownload downloaded size == expected size. AUS:SVC isServiceInstalled = true AUS:SVC Downloader:onStopRequest - setting state to: pending-service AUS:SVC isServiceInstalled = true AUS:SVC getCanStageUpdates - able to stage updates using the service AUS:SVC isServiceInstalled = true AUS:SVC getCanStageUpdates - able to stage updates using the service AUS:SVC Downloader:onStopRequest - attempting to stage update: Firefox Developer Edition 51.0a2 AUS:SVC readStatusFile - status: applied, path: C:\Users\GQ185008\AppData\Local\Mozilla\updates\CA9422711AE1A81C\updates\0\update.status AUS:SVC isServiceInstalled = true AUS:SVC UpdateManager:refreshUpdateStatus - Notifying observers that the update was staged. state: applied-service, status: applied

Reporter

Comment 9

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9 years ago

Still happening with Aurora 52

Summary: Aurora 51.0a2 fails to update → Aurora 52.0a2 fails to update

Version: 51 Branch → 52 Branch

Comment 10

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9 years ago

Matt, from reading this it seems that this might be due a combination of the disk encryption software and the service not being able to decrypt, etc. Does that make sense to you?

Flags: needinfo?(mhowell)

Comment 11

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9 years ago

Then again, staging was successful.

Comment 12

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9 years ago

It appears that the maintenance service was used to stage the update in comment #8. Could you check again for any of the following files under C:\Program Files (x86)\Mozilla Maintenance Service\logs maintenanceservice.log maintenanceservice-1.log maintenanceservice-2.log etc. If you find any of them please attach maintenanceservice.log and maintenanceservice-1.log to this bug. Also please check if you can create files under C:\Program Files\Firefox Developer Edition\

Updated

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9 years ago

Flags: needinfo?(mhowell)

Reporter

Comment 13

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9 years ago

The only log I can find is "maintenanceservice-install.log" Installing service... User access was set successfully on the service. The MozillaMaintenance service path is correct. The service description was updated successfully. Sending stop request... Waiting for service stop... Done waiting for service stop, last service state: 1 The new service binary was copied in. Deleting the old file path on the next reboot: C:\Program Files (x86)\Mozilla Maintenance Service\maintenanceservice_tmp.exe. The service was installed successfully And yes, I've created a text file without issue in C:\Program Files\Firefox Developer Edition\

Comment 14

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9 years ago

(In reply to Geobert QUACH from comment #13) >... > And yes, I've created a text file without issue in C:\Program Files\Firefox > Developer Edition\ That explains part of what is going on. The maintenance service won't be used if you have write permissions to the installation directory. We'll investigate further next week. Thanks!

Reporter

Comment 15

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8 years ago

I don't know if this bug has been investigated, but today (10th Jan 2017), I got my Aurora 52 updated correctly!

Reporter

Comment 16

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8 years ago

updating from 13/01 to 15/01 failed :(

Comment 17

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8 years ago

Sounds like something on your system at times is locking firefox.exe Typically it isn't possible to create a file in that directory without a request for elevation. Have you changed permissions of any directories or disabled UAC?

Reporter

Comment 18

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8 years ago

When facing this issue for the first time, I've tried to set permissions to r/w for the whole Program Files folder with no luck. UAC is disabled (dev computer, installing / uninstalling too much stuff to keep UAC)