1403912 - no pages loading in firefox nightly 58.0a1 w/Webroot V9.0.17.28 with Web Shield

Status: UNCONFIRMED

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

Description

[Brendt]

Attachment: blank pages.PNG

User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:55.0) Gecko/20100101 Firefox/55.0
Build ID: 20170824053622

Steps to reproduce:

After Firefox nightly updated this morning to 58.0a1 i get no pages loading at all.
i have tried starting in safe mode, uninstalling and reinstalling, still not displaying anything. 


Actual results:

pages will not load at all.


Expected results:

pages should load

Comment 1

[Brendt]

ok, so i have just found that if i disable the option 'Enable multi-process' pages now load correctly

Comment 2

[alex_mayorga]

¡Hola Brendt!

Does it work if you enable the "Default Theme" and re-enable multi-process?

If so, this maybe a duplicate of https://bugzilla.mozilla.org/show_bug.cgi?id=1403951

¡Gracias!
Alex

Comment 3

[Brendt]

Good day alex_mayorga.
i have done that, but it has had no effect. Nightly still does not display anything and even seems to hang (just get blank page with mouse cursor wait)
also nightly process just does not end, i have to force it to end in the task manager.

Comment 4

[Brendt]

(In reply to Brendt from comment #3)
> Good day alex_mayorga.
> i have done that, but it has had no effect. Nightly still does not display
> anything and even seems to hang (just get blank page with mouse cursor wait)
> also nightly process just does not end, i have to force it to end in the
> task manager.

Comment 5

[Cristina Badescu [:cbadescu], Experiments QA]

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:58.0) Gecko/20100101 Firefox/58.0; Version: 58.0a1
Build ID: 20171002220204

Hello Brendt,

I have tested this issue using Nightly build from 2017-08-24, with "Enable multi-process" option checked, then restarted to update to the latest Nightly build and could not reproduce it. The Nightly page opened correctly and worked as expected.

Can you please retest this using latest Nightly build (https://nightly.mozilla.org/) and report back the results? When doing this, please use a new clean Firefox profile, to eliminate custom settings as a possible cause (https://goo.gl/AR5o9d).

Comment 6

[Brendt]

Good day Cristina.
i have updated to the latest version (through auto update)
deleted and created a new profile but still have the same issue when using "Enable multi-process"
pages do not load

Comment 7

[Cristina Badescu [:cbadescu], Experiments QA]

Hello Brendt,

Can you please retest this issue using the latest Nightly build from here: https://nightly.mozilla.org/ and report back the results? 
If the issue is still reproducible, please provide in a .txt document the raw data from "about:support" page. You can do this by navigating to "about:support" page and click on the "Copy raw data to clipboard" button.

Also, do you have any antivirus installed on your end?

Comment 8

[Florian Quèze [:florian]]

Could you please show us the content of the browser console? (I think you can open it by pressing Ctrl+shift+j) Thanks!

Comment 9

[Brendt]

Attachment: AboutSupportRawData.txt

Comment 10

[Brendt]

Attachment: ConsoleWindow.txt

Comment 11

[Brendt]

Good day.
Cristina,i have attached the requested information. i have downloaded and installed the latest version from https://nightly.mozilla.org/ same result, no page loaded. i have attached the about support raw data (i have gathered that data from the session that is not using multi-process, as that page does not load with the process enabled)

Anti-Virus: This PC sits in my Office, with Webroot V9.0.17.28 with Web Shield active (cannot disable this as its controlled by admin)


Florian, i have attached the console window text.

Comment 12

[Cristina Badescu [:cbadescu], Experiments QA]

Hello Brendt,

Thanks for the provided information. There is one more thing you could do, if you don't mind. Can you please retest this issue in Firefox release 56.0 in safe-mode? (using safe-mode will also disable Webroot Filtering Extension).

Comment 13

[Brendt]

Good day Cristina.
i have installed FF 56 and it works with safe mode and without with Multi process enabled.
i tried with nightly with safe mode with multi process enabled and pages still do not load.

i will attach a zip file with console and support logs for both.

Comment 14

[Brendt]

Attachment: FF.zip

Comment 15

[Brendt]

Another thing is that in Nightly, Webroot is under 'Legacy Extensions' and states that 'XUL/XPCOM has been disabled since it is not multiprocess compatible'

Comment 16

[Cristina Badescu [:cbadescu], Experiments QA]

Given the fact that the issue seems to be related to something that is specific to your setup, could you please try to find a regression range using Mozregression tool?
Information on the tool is available at http://mozilla.github.io/mozregression/. Please don't hesitate to contact us if you encounter any problems.

Comment 17

[Brendt]

good day.
i have installed the Mozregression tool, however i am behind a proxy server.
is there any way to connect through proxy?

platform: Windows-7-6.1.7601-SP1
python: 2.7.13 FROZEN (32bit)
mozregui: 0.9.13
mozregression: 2.3.17
message: ProxyError: HTTPSConnectionPool(host='api.github.com', port=443): Max retries exceeded with url: /repos/mozilla/mozregression/releases/latest (Caused by ProxyError('Cannot connect to proxy.', error('Tunnel connection failed: 407 Proxy Authentication Required',)))
traceback:   File ".\mozregui\check_release.py", line 20, in run
  File "..\mozregression\network.py", line 27, in retry_get
  File "C:\Python27\lib\site-packages\redo\__init__.py", line 162, in retry
  File "C:\Python27\lib\site-packages\requests\api.py", line 72, in get
  File "C:\Python27\lib\site-packages\requests\api.py", line 58, in request
  File "C:\Python27\lib\site-packages\requests\sessions.py", line 522, in request
  File "C:\Python27\lib\site-packages\requests\sessions.py", line 642, in send
  File "C:\Python27\lib\site-packages\requests\adapters.py", line 501, in send

Comment 18

[Ryan VanderMeulen [:RyanVM]]

Johnny, we're getting user reports of having an unusable browser with Webroot installed. Can you please take a look and weigh in?

Comment 19

[alex_mayorga]

¡Hola Brendt!

Please see https://bugzilla.mozilla.org/show_bug.cgi?id=1241919#c4 that describes how to make mozregression work behind a proxy.

Hope this helps.

¡Gracias!
Alex

Comment 20

[Jim Mathies [:jimm]]

Pretty sure this is the same as bug 1407766. There are steps in there to confirm, basically check to see if this happens in a 10-09 nightly.

Comment 21

[Brendt]

Good day.
after the latest update 58.0a1(2017-10-19) i have no pages loading at all, cannot even get to about:support.
cannot find the Multi-process checkbox any longer as well.

Comment 22

[Cristina Badescu [:cbadescu], Experiments QA]

Hello Brendt,

Can you please run the Mozregression tool using the provided information in comment 19 and report back the results?

Comment 23

[Panos Astithas (he/him) [:past] (please ni?)]

Jim, it seems that bug 1407766 didn't fix this. Any other ideas?

Comment 24

[Jim Mathies [:jimm]]

(In reply to Panos Astithas [:past] (please ni?) from comment #23)
> Jim, it seems that bug 1407766 didn't fix this. Any other ideas?

The reporter has an av that interferes with content process startup which they can't disable. Not much we can do here. The poster should contact his IT department and let them know they have incompatible software installed on their machines.

Comment 25

[Jim Mathies [:jimm]]

One work around I can think of but wouldn't recommend - try disabling the content security sandbox. 

https://wiki.mozilla.org/Security/Sandbox#Environment_variables

Comment 26

[Brendt]

Good day.
apologies that i have not had time to get the Mozregression tool to work through proxy.

setting MOZ_DISABLE_CONTENT_SANDBOX as per Jim works.