Closed Bug 1486219 Opened 6 years ago Closed 6 years ago

frequent unwanted updates to 60 which cannot be stopped with "Your computer must be restarted to complete a previous upgrade... Do you want to reboot now?" Also 60 comes up "not responding"

Categories

(Thunderbird :: Installer, defect)

Product:
Thunderbird
Component:
Installer
Type:
defect
Priority:
Not set
Severity:
normal

Tracking

(Not tracked)

Status:
RESOLVED INVALID

People

(Reporter: raywilliamson, Unassigned)

References

(
URL
)

Details

Attachments

(1 file, 1 obsolete file)

screenshots of forced reboot
287.09 KB, image/png
Details 
User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/68.0.3440.106 Safari/537.36

Steps to reproduce:

Running 52.9, I've selected "never update" in options advanced and uninstalled C:\Program Files (x86)\Mozilla Maintenance Service\ 


Actual results:

I get a message that "computer must be restarted to complete update - restart now? Y/N" 
If I select NO, I can't use v 52.9. If I select YES, v 60 comes up and it won't let me title or address an email.


Expected results:

A) upgrade should work; or
B) don't upgrade - what do I have to do to avoid upgrading to a beta version that doesn't work?
This has happened now eight times in the last two weeks. I've reinstalled 52.9 eight times and each time I've confirmed that I've selected "never update." After about the fourth time, I discovered an article saying I should remove C:\Program Files (x86)\Mozilla Maintenance Service\ and each time thereafter have confirmed it 
is no longer on my computer.

Windows 10, Dell Inspiron 5430, no Tbird add-ons.
If I wasn't clear, this relates to Thunderbird.
Please post the top 7 lines of what you see at Help > Troubleshooting, thusly.

Name 	Thunderbird
Version 	60.0b11
Build ID 	20180824221928
Update History 	
Update Channel 	beta
User Agent 	Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:60.0) Gecko/20100101 Thunderbird/60.0
OS 	Windows_NT 6.1

Also, the value found for app.update.url and app.update.url.details found in about:config, at options > advanced > general.
This is all from the v52.9 screen; I don't know when the v60 updates are going to happen. As a beta version I'd rather they do NOT happen until it's all sorted out.

Name 	Thunderbird
Version 	52.9.1
User Agent 	Mozilla/5.0 (Windows NT 10.0; WOW64; rv:52.0) Gecko/20100101 Thunderbird/52.9.1
Application Build ID 	20180709124824

my OS is Windows 10
Shockwave Flash

    File: NPSWF32_30_0_0_154.dll
    Path: C:\WINDOWS\SysWOW64\Macromed\Flash\NPSWF32_30_0_0_154.dll
    Version: 30.0.0.154
    State: Enabled
    Shockwave Flash 30.0 r0

MIME Type	Description	Suffixes
application/x-shockwave-flash	Adobe Flash movie	swf
application/futuresplash	FutureSplash movie	spl

I didn't find an exact match for your request for app.update.url and app.update.url.details found in about:config, at options > advanced > general. 
So I hope this helps:

about:buildconfig
Source

Built from https://hg.mozilla.org/releases/comm-esr52/rev/985e69afa302670a6888ce881f3aa9a1c5811383
Build platform
target
i686-pc-mingw32
Build tools
Compiler 	Version 	Compiler flags
c:/builds/moz2_slave/tb-rel-c-esr52-w32_bld-0000000/build/vs2015u3/VC/bin/amd64_x86/cl.EXE 	19.00.24213 	-TC -nologo -wd4091 -D_HAS_EXCEPTIONS=0 -W3 -Gy -Zc:inline -utf-8 -arch:SSE2 -FS -Gw -wd4244 -wd4267 -we4553
c:/builds/moz2_slave/tb-rel-c-esr52-w32_bld-0000000/build/vs2015u3/VC/bin/amd64_x86/cl.EXE 	19.00.24213 	-TP -nologo -wd5026 -wd5027 -Zc:sizedDealloc- -Zc:threadSafeInit- -wd4091 -wd4577 -D_HAS_EXCEPTIONS=0 -W3 -Gy -Zc:inline -utf-8 -arch:SSE2 -FS -Gw -wd4251 -wd4244 -wd4267 -wd4345 -wd4351 -wd4800 -wd4595 -we4553 -GR- -Zi -O1 -Oi -Oy- -WX
Configure options

MOZ_AUTOMATION=1 --with-external-source-dir=c:/builds/moz2_slave/tb-rel-c-esr52-w32_bld-0000000/build 'MOZILLABUILD=C:\mozilla-build' --enable-application=mail --enable-update-channel=release WINDOWSSDKDIR=c:/builds/moz2_slave/tb-rel-c-esr52-w32_bld-0000000/build/vs2015u3/SDK --enable-jemalloc --enable-js-shell MAKE=c:/builds/moz2_slave/tb-rel-c-esr52-w32_bld-0000000/build/mozmake.exe --enable-crashreporter --enable-official-branding --enable-release --enable-require-all-d3dc-versions --enable-calendar
I assume you are not Big Al, in which case here is a second report of someone being updated https://groups.google.com/d/msg/mozilla.support.thunderbird/K_U8IMLjCRM/s9HotsekAgAJ
Status: UNCONFIRMED → NEW
Ever confirmed: true
No, not Big Al. Thanks for the link; I'll check it out. Yes, similar issue. Except that I don't recall it being related to "Help, About." It just seems random. Fine for a day or so with shutdown and reboot, then in the middle of a session it says I have to reboot to activate the update.
Not sure I understand your latest request:
Hi Ray

the values for app.update.url.xxx  are crucial, so here is a more clear description for you to get them ...

do options > advanced > general

screen shot - https://imgur.com/a/X6ZbDn5

pick about config,

paste the following into "Search"  app.update.url

you will see app.update.url and app.update.url.details

right click on each  and pick copy value

my result:
"Your search - https://imgur.com/a/X6ZbDn5 - did not match any documents."
I don't see app.update.url with or without .details

Here's what I see:
app.update.auto;false
app.update.cert.checkAttributes;true
app.update.disable_button.showUpdateHistory;false
app.update.enabled;false
app.update.log;false
app.update.migrated.updateDir;true
app.update.service.enabled;false
app.update.silent;false
app.update.staging.enabled;true
Ray, 

We need to find out why you are not seeing app.update.url.
In about:config you see an item for app.update.channel?
And at help > about, what do you see in the space  You are currently on the ________ channel?
Have you made any other changes related to update than those stated in comment 0?

sancus, aceman,

Do we know what happens if tb can't get a value for app.update.url and app.update.url.details?
(I noticed in comment 4 no release channel is shown, but that doesn't get shown until version 60)


I opened a new profile using 52.9.1 and I see default values for app.update.url and other app.update items.  
And in pref.js there is only
user_pref("app.update.download.attempts", 0);
user_pref("app.update.lastUpdateTime.addon-background-update-timer", 1532287422);
user_pref("app.update.lastUpdateTime.background-update-timer", 1532287182);
user_pref("app.update.lastUpdateTime.blocklist-background-update-timer", 1535235574);
user_pref("app.update.lastUpdateTime.search-engine-update-timer", 1532287302);
user_pref("app.update.lastUpdateTime.telemetry_modules_ping", 0);
user_pref("app.update.lastUpdateTime.xpi-signature-verification", 1535237105);
Flags: needinfo?(sancus)
Further testing, I set my test profile as per comment 0 and started 52.9.0, update takes me to 52.9.1, and update attempt from there says I am already up to date.  And, I see app.update.url and app.update.url.details, and the proper release channel.
That's how it was for me until about 9 days ago when it simply said I had to reboot to finish my update... to 60. No amount of getting rid of update options has freed me from this. A mystery for me, and a hassle.
(In reply to Wayne Mery (:wsmwk) from comment #9)
> Ray, 
> 
> We need to find out why you are not seeing app.update.url.
> In about:config you see an item for app.update.channel?
> And at help > about, what do you see in the space  You are currently on the
> ________ channel?
> Have you made any other changes related to update than those stated in
> comment 0?
> 
> sancus, aceman,
> 
> Do we know what happens if tb can't get a value for app.update.url and
> app.update.url.details?
> (I noticed in comment 4 no release channel is shown, but that doesn't get
> shown until version 60)
> 
> 
> I opened a new profile using 52.9.1 and I see default values for
> app.update.url and other app.update items.  
> And in pref.js there is only
> user_pref("app.update.download.attempts", 0);
> user_pref("app.update.lastUpdateTime.addon-background-update-timer",
> 1532287422);
> user_pref("app.update.lastUpdateTime.background-update-timer", 1532287182);
> user_pref("app.update.lastUpdateTime.blocklist-background-update-timer",
> 1535235574);
> user_pref("app.update.lastUpdateTime.search-engine-update-timer",
> 1532287302);
> user_pref("app.update.lastUpdateTime.telemetry_modules_ping", 0);
> user_pref("app.update.lastUpdateTime.xpi-signature-verification",
> 1535237105);

(In reply to Ray Williamson from comment #8)
> I don't see app.update.url with or without .details
> 
> Here's what I see:
> app.update.auto;false
> app.update.cert.checkAttributes;true
> app.update.disable_button.showUpdateHistory;false
> app.update.enabled;false
> app.update.log;false
> app.update.migrated.updateDir;true
> app.update.service.enabled;false
> app.update.silent;false
> app.update.staging.enabled;true

Wayne, you asked: 
And at help > about, what do you see in the space  You are currently on the ________ channel? 
answer: Release
and using the search bar in about, config, I find
app.update.channel;default string release
Ray, are you logged in on Windows as administrator? And are you the only user of this PC? What concerns me too is, that you have to reboot the computer to upgrade TB.
I am showing an account named Administrator, and another named Ray Williamson (administrator) which is where I'm logged in. There is also the default Guest, the DefaultAccount, Home Group (never used), and WDAGUtility but no others showing in Computer Management.

The message to reboot computer comes up when using 52.9.1, at seemingly random times, and won't let me continue using 52.9.1.
Here we go again. I booted my computer after a plane trip and I'm back on v60. No notice of an update this time.
While on v60 I confirm that I'm on release update channel.

Help Troubleshooting shows this:
Name 	Thunderbird
Version 	60.0
Build ID 	20180731173940
Update History 	
Update Channel 	release
User Agent 	Mozilla/5.0 (Windows NT 10.0; WOW64; rv:60.0) Gecko/20100101 Thunderbird/60.0
OS 	Windows_NT 10.0
Profile Folder 	
(Local drive)
Enabled Plugins 	about:plugins
Build Configuration 	about:buildconfig
Memory Use 	about:memory
Performance 	about:performance
Registered Service Workers 	about:serviceworkers
Multiprocess Windows 	0/0 (Disabled)
Stylo 	content = true (enabled by default), chrome = true (enabled by default)
Google Key 	Missing
Mozilla Location Service Key 	Missing
Safe Mode 	false
Profiles 	about:profiles

I still see no app.update.url and app.update.url.details in about:config.

Help please, this is getting old. I gather from the fact that I haven't heard a quick fix or seen an article on this that it's not a common problem and is a mystery. I'll have to use my email soon for outgoing and therefore have little choice today but to reinstall 52.9.1 for about the 10th time. I'm coming close to having to move everything to Outlook, which I hate to consider because I have tens of thousands of emails in my history in a directory structure I need to keep and I'm not sure what will happen to it all.
Do you have a third party program that checks the versions of the installed software and updates them. I heard from someone with the similar problem it was on his computer a additional function of his AV-program.
I'll offer a possible workaround - try making the Thunderbird program folder read-only.
I cc: Matt who maybe also familiar with this.
Please do reply to Richard's question.
Flags: needinfo?(sancus)
I am not familiar with the issue,  but like Richard appears to, I strongly suspect an outside source.  Especially as you are being prompted to reboot to complete the process.  In the past few months I have installed loads of Thunderbird 60 builds,  some daily builds and the release product at one stage,  I have never needed to reboot the operating system to install a Thunderbird update.

Beyond the Anti virus offering updates (my NOD32 periodically tells me I need critical windows updates, I am not aware of any that update Mozilla applications)  Having said that,  are you connected to a corporate network?  That is a fairly common source of forced updates to software, usually controlled by group policies.
Wayne - Intriguing! I'll give that a try.
Matt - I'll check with my AV people (Vipre). And No, I'm not connected to a corporate network. This is a home computer, my only one, and I'm a sole proprietor.

I wouldn't mind running v60... if it would let me either send email or close it without killing it from Task Manager. Wish I knew how to make it work.

Thanks to all for looking into this. I could still use a full solution if one shows up.
Ray,
Any new insights?
Flags: needinfo?(raywilliamson)
Summary: unwanted updates to 60 cannot be stopped; 60 unresponsive → frequent unwanted updates to 60 which cannot be stopped; 60 unresponsive
Wayne - No. It happened again yesterday. This time I had my email open and was on another window when the message suddenly came up with the usual dilemma: Say No and I can't continue at all. Say Yes and I get v60 which won't let me send. 
I saw that I had the Mozilla Service on my computer (I had deleted it) and that Tbird folder was set to "read only". 

Not a clue.
Flags: needinfo?(raywilliamson)
Maybe take a screenshot of the window that is forcing an update? I've never seen Thunderbird request a reboot for an update...
(In reply to Andrei Hajdukewycz [:sancus] from comment #22)
> Maybe take a screenshot of the window that is forcing an update? I've never
> seen Thunderbird request a reboot for an update...

Ray, can you attach the png to the bugreport?


Another report at https://support.mozilla.org/en-US/questions/1233167
Flags: needinfo?(raywilliamson)
Wayne - 
I'll attempt a screenshot the next time it happens. So of course it hasn't happened since you requested this. Just waiting now.
OK, it happened again. I was doing something else, with Tbird open, and the message just came up. 
I got screenshots but can't seem to put them up here. I saved them in Word. How can I get them to show here?
Flags: needinfo?(raywilliamson)
You can upload images on the attachment page for the bug: https://bugzilla.mozilla.org/attachment.cgi?bugid=1486219&action=enter

You can copy paste the actual image directly or upload an image file(save jpg/png in MS Paint).
I finally captured some of what was happening. Of course I had to capture it in Word instead of send it directly because when it was happening I couldn't use Tbird. 
Since capturing these images it happened again, this morning, with no warning at all. Not even a message this time.
Flags: needinfo?(wayne.mery)
Your pictures did not come through
I managed to pull the screenshots out of the word doc. I don't really know what's going on with this, but googling the weird reboot error message indicates that it's something that only happens when some security software/AV is preventing accessing to the Thunderbird directory.

One thread about a similar Firefox problem indicated the cause can sometimes be malware, also.
Attachment #9009376 - Attachment is obsolete: true
(I discovered how to show the images)

Other choices may include forcing an uninstall, among other things
* https://support.mozilla.org/en-US/questions/1161878
* https://support.mozilla.org/en-US/questions/1153083#answer-951032
* https://support.mozilla.org/en-US/questions/1200333#answer-1066768
* https://support.mozilla.org/en-US/questions/757325  (deleted the file named "firefox.exe.moz-upgrade")
Flags: needinfo?(wayne.mery)
Summary: frequent unwanted updates to 60 which cannot be stopped; 60 unresponsive → frequent unwanted updates to 60 which cannot be stopped with "Your computer must be restarted to complete a previous upgrade... Do you want to reboot now?" Also 60 comes up "not responding"
Andrei, you MAY have it there. I checked my AV (Vipre) and it has a setting for "Auto patch updates" for "other software." While I think this is generally a good idea, I've checked the box for "get your approval before applying new patches." We'll see. If this problem doesn't recur in, say, 10 days I'll consider this closed.
I have done scans for malware with both Vipre and Windows firewall - no problems shown.

But WHY doesn't v60 work on my 'puter? Apparently it works on others.
(In reply to Ray Williamson from comment #31)
> Andrei, you MAY have it there. I checked my AV (Vipre) and it has a setting
> for "Auto patch updates" for "other software."

Let's assume that is the cause


> But WHY doesn't v60 work on my 'puter? Apparently it works on others.

If you have trouble after testing safe mode [1] then post a support request https://support.mozilla.org/en-US/products/thunderbird

[1] two minute no muss no fuss test, without touching messages or folders, 
Start *Windows'* safe mode with networking enabled
- win10 https://support.microsoft.com/en-us/help/12376/windows-10-start-your-pc-in-safe-mode
- win8 https://support.microsoft.com/en-us/help/17076/windows-8-startup-settings-safe-mode
- win7 https://support.microsoft.com/en-us/help/17419/windows-7-advanced-startup-options-safe-mode#start-computer-safe-mode=windows-7
- XP https://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/boot_failsafe.mspx

Still In Windows safe mode, start thunderbird in safe mode
- https://support.mozilla.org/kb/safe-mode-thunderbird
Status: NEW → RESOLVED
Closed: 6 years ago
Resolution: --- → INVALID
Wayne, that wasn't a 2 minute no-muss no-fuss test *for me.* In safe mode I couldn't use my second monitor or my mouse so I had to shut down and unplug the laptop from the port replicator to use a single monitor and touchpad. Then of course I had to reinstall v60 and set it to safe mode. But I didn't have internet when unplugged from the port replicator. So I reconfigured that and restarted (Thank goodness for SSD's.)
No, it doesn't work with safe mode set for Win, for Tbird, or both.
I did post a support request https://support.mozilla.org/en-US/products/thunderbird

Thank you so much for all your support and efforts. All of you here.
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