1363332 - Crash in shutdownhang | NtDeviceIoControlFile

Status: NEW

(External Software Affecting Firefox :: Other, defect, P3)

Description

[Calixte Denizet (:calixte)]

This bug was filed from the Socorro interface and is 
report bp-05f10c62-64a9-467e-b88a-bea350170509.
=============================================================

There are 71 crashes in release 53.0.2. They seem to be related to either avcuf32.dll or avcuf64.dll which are part of BitDefender Antivirus.

Comment 1

[Calixte Denizet (:calixte)]

For information, this signature is spiking the 2017-05-09 (almost no crash in the days before).

Comment 3

[[:philipp]]

hi, another week, another AV issue. do we have some contacts at bitdefender handy for outreach already?

this latest problem that likely started with a program or signature update by them today is not only triggering (shutdown)crashes but is generally slowing firefox to a crawl according to multiple user reports:
https://www.reddit.com/r/firefox/comments/69zsnj/help_super_laggy_firefox_browser_08052017/
https://www.reddit.com/r/firefox/comments/6a4ny3/why_is_bitdefender_free_version_suddenly_making/

Comment 4

[Desigan Chinniah [:cyberdees] [:dees] [London - GMT]]

(In reply to [:philipp] from comment #3)
> hi, another week, another AV issue. do we have some contacts at bitdefender
> handy for outreach already?
> 
> this latest problem that likely started with a program or signature update
> by them today is not only triggering (shutdown)crashes but is generally
> slowing firefox to a crawl according to multiple user reports:
> https://www.reddit.com/r/firefox/comments/69zsnj/
> help_super_laggy_firefox_browser_08052017/
> https://www.reddit.com/r/firefox/comments/6a4ny3/
> why_is_bitdefender_free_version_suddenly_making/

I have some old contacts (not sure which are still valid). I'll provide them to :calixte via email and he can try to reach out...

Comment 5

[Benjamin Smedberg]

As a shutdownhang, this should be treated as relatively low priority.

Comment 6

[Calvin Judy]

It's not just an issue when shutting down, I assume that's just the top of the stackwalk provided in the crash dumps.

The primary issue with Bitdefender + Firefox in the last day or so is that when the active protection is enabled on Bitdefender, Firefox is completely unusable. CPU will max out 1-2 cores, and you have to wait like a full minute for Firefox to register anything you type or click on. 

It's a pretty significant issue considering how popular both Firefox, and Bitdefender are.

Comment 7

[Benjamin Smedberg]

Calvin, I'm not sure that the symptoms you're describing are the same as this bug, although they could be related: this bug was filed based on crash-stats.

If you can reproduce this, can you provide precise information for me about the product/version of bitdefender you're running as well as the version of the signature files it's using, if that's exposed somewhere?

Comment 8

[Calvin Judy]

I had opened a bug report for it, which was https://bugzilla.mozilla.org/show_bug.cgi?id=1363317

But it appears to have been marked as resolved and I was CC'd on this bug report instead. 

It's the latest release of Bitdefender free, link here: https://download.bitdefender.com/windows/bp/agent/en-us/bitdefender_online.exe

The release had to be within the last day or so, as I was using my browser about 8 hours before the bug report I created with Firefox + Bitdefender with no issues.

Comment 9

[Calvin Judy]

Along with the threads that philipp posted, here's another on the bitdefender subreddit. 

https://www.reddit.com/r/BitDefender/comments/6a4mnm/why_is_bitdefender_free_version_suddenly_making/

For me, the browser never crashed. It would just eat up 1-2 cpu cores, and be extremely sluggish. It would bounce back and forth between responding and not responding. But it never did crash, so that's probably a reason you guys aren't seeing a bunch of dumps on it. Even after force killing the process, rebooting the computer, same sluggish behavior. (Until disabling bitdefender's active protection)

Comment 10

[Calixte Denizet (:calixte)]

:bmsedberg, a lot of user comments say that firefox is slowing down or is unusable before crashing [1].

[1] https://crash-stats.mozilla.com/signature/?product=Firefox&signature=shutdownhang%20%7C%20NtDeviceIoControlFile&date=%3E%3D2017-05-02T14%3A16%3A00.000Z&date=%3C2017-05-09T14%3A16%3A00.000Z&_columns=date&_columns=product&_columns=version&_columns=build_id&_columns=platform&_columns=reason&_columns=address&_columns=install_time&_sort=-date&page=1#comments

Comment 11

[Marco Castelluccio [:marco]]

I've sent an email to some contacts at Bitdefender.

Comment 12

[Alex Balan]

Received. Give us a bit to look into it. 

Thanks!

Comment 13

[[:philipp]]

this is also causing an extraordinary amount of support traffic in the past 1-2 hours: https://support.mozilla.org/en-US/questions/firefox?tagged=bug1363317&show=all

Comment 14

[Alex Balan]

We've issued a rollback while we investigate (note, this only affects AVfree users). Please try an update and see if the issue still occura.

Thanks!

Comment 15

[Marco Castelluccio [:marco]]

Calvin, can you still reproduce?

Philipp, have you seen people on support channels say that the issue is fixed for them?

Comment 16

[[:philipp]]

yes, some people reported back that the newest bitdefender update fixed the problem. also the flow of new incoming questions about this on sumo has stopped :-)
thanks for the quick reaction, alex!

Comment 17

[Calvin Judy]

(In reply to Marco Castelluccio [:marco] from comment #15)
> Calvin, can you still reproduce?
> 
> Philipp, have you seen people on support channels say that the issue is
> fixed for them?

Confirming everything is back to normal for me as well. 

Thanks fellas.

Comment 18

[Dakota]

I started having problems too yesterday with Firefox constantly freezing for a few seconds. It doesn't matter what web site I am on. I too have bitdefender, the paid version. I have done 3 manual updates with bitdefender and it still has not resolved the problem for me.

Comment 19

[Calvin Judy]

(In reply to [e-mail] from comment #18)
> I started having problems too yesterday with Firefox constantly freezing for
> a few seconds. It doesn't matter what web site I am on. I too have
> bitdefender, the paid version. I have done 3 manual updates with bitdefender
> and it still has not resolved the problem for me.

From what Alex stated this issue was only effecting the free version, it was also temporarily resolved by disabling Bitdefender's active protection until their latest rollback. Does the problem subside when you disable the active protection?

Comment 20

[Dakota]

It was a little better but still freezing some when I disabled the bitdefender active protection but when I renabled it, it started freezing very bad again.

Comment 21

[Calvin Judy]

(In reply to Dakota from comment #20)
> It was a little better but still freezing some when I disabled the
> bitdefender active protection but when I renabled it, it started freezing
> very bad again.

Sounds like you're experiencing a different issue than the one specified in the recent Bitdefender bug reports. 

Check out the following link and see where it gets you. https://support.mozilla.org/en-US/kb/firefox-hangs-or-not-responding

Comment 22

[BugBot [:suhaib / :marco/ :calixte]]

Since the crash volume is low (less than 15 per week), the severity is downgraded to S3. Feel free to change it back if you think the bug is still critical.

For more information, please visit auto_nag documentation.