1512300 - Updates are not actually installed

Status: RESOLVED INCOMPLETE

(Toolkit :: Application Update, defect, P3)

Description

[remy]

User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:64.0) Gecko/20100101 Firefox/64.0

Steps to reproduce:

Open Firefox after an update is released.


Actual results:

This has been happening for about a week or so now.  It used to work fine.

When opening Firefox after an update has been released, FireFox recognizes the update is available, and proceeds to download it, and supposedly run it, but the update is not actually installed correctly (the version number in "Help > About FireFox" is not changed).

Even going into "Help > About Firefox" and clicking on the "Restart to update Firefox" button does not install the update, either.

After exiting and reopening FireFox, it detects and downloads the same update again, and again, every time FireFox is exited and re-opened.

The only way to actually get the update installed is to manually download and run the full installer from FireFox's website.


Expected results:

The update should have been installed correctly.

Comment 1

[Gingerbread Man]

Please attach update logs as follows.
1. Launch Windows Explorer.
2. In the address bar, type the following, then press Enter:
%LocalAppData%\Mozilla\updates\
3. You should now see a list of folders with names consisting of strings of letters and numbers. Sort the list by Date Modified, then open the most recently modified folder.
4. In that folder, open the "updates" folder.
5. From that folder, attach last-update.log and backup-update.log by clicking the "Attach File" link above this bug report's description.
6. Open the "0" folder. If there's an update.log file in there, attach that as well.

Comment 2

[remy]

Attachment: backup-update.log

Comment 3

[remy]

Attachment: last-update.log

Comment 4

[remy]

Attachment: New backup-update.log

Comment 5

[remy]

Attachment: New last-update.log

Comment 6

[remy]

It happened again just now.  I attached new log files.

Comment 7

[Robert Strong (they/them - no direct email)]

Please attach the updates.xml file in the parent directory of the directory where the log files are located.

Comment 8

[remy]

Attachment: active-update.xml

There is no "update.xml" file in the parent folder (there is for a previous update from a year ago), but there is an "active-update.xml" file instead, which I am attaching now.

Comment 9

[remy]

As of Firefox 65.0b4, this is still happening.

Comment 10

[Robert Strong (they/them - no direct email)]

This has me at a loss. The log shows that backing up the file located at C:\Program Files\Mozilla Firefox\application.ini is failing and the maintenance service is being used which has elevated rights.

Could you try uninstalling, deleting the C:\Program Files\Mozilla Firefox\ directory if it still exists after uninstalling, and then re-installing? Also, please make a note as to whether the C:\Program Files\Mozilla Firefox\application.ini file still existed after uninstalling. It is important that the C:\Program Files\Mozilla Firefox\application.ini file is deleted before reinstalling.

Comment 11

[remy]

Sorry, I haven't been experiencing the problem lately. However, I did experience a total computer crash a few weeks ago and am currently working on another computer I borrowed. But FireFox did just a few minutes ago update to 66.0.4 (non beta), and the problem did not occur. There is no ETA on when I will get my crashed computer working again so I can then check if this problem still occurs on it or not.

Comment 12

[Robert Strong (they/them - no direct email)]

If you are able to reproduce please either reopen this bug or comment in this bug and I'll reopen it. Thanks!