1573421 - None of the menus work in Firefox

Status: RESOLVED INVALID

(Core :: Graphics, defect)

Description

[oliver.salzburg]

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36

Steps to reproduce:

1. I uninstalled Firefox and installed it, using a freshly downloaded installer.
2. I started Firefox in both normal mode and safe mode.

Actual results:

Firefox comes up as a blank, white window with only the titlebar showing: "Mozilla Firefox (Not responding)". This state remains unchanged even after waiting for several minutes.

I did try to use the crashfirefox.exe program, but it just reports "Could not create remote thread".

This is a Windows SBS 2011 SP1 host.

Expected results:

Firefox should have started as expected, allowing me to browse the web.

Comment 1

[oliver.salzburg]

I manually created a dump of the firefox.exe host process (which has 4 child processes spawned). Not sure if this is helpful, but here it is: https://send.firefox.com/download/c1d8b619220a9d76/#ciqOIz6Ca8Su4xGeY1Yxqw

I noticed the process has a single thread that seems to be active and it shows the following stack trace:
0, ntoskrnl.exe!KeInsertQueueApc+0x5cb
1, ntoskrnl.exe!ObfReferenceObject+0x99d
2, ntoskrnl.exe!KeWaitForMutexObject+0x1a3
3, ntoskrnl.exe!NtWaitForSingleObject+0xde
4, ntoskrnl.exe!longjmp+0x5bf3
5, ntdll.dll!ZwWaitForSingleObject+0xa
6, KernelBase.dll!WaitForSingleObjectEx+0x9c
7, xul.dll!soundtouch::SoundTouch::operator=+0x3de212
8, xul.dll!XRE_GetBootstrap+0x172a49
9, xul.dll!XRE_GetBootstrap+0x20d18
10, xul.dll!XRE_GetBootstrap+0x2020a
11, xul.dll!soundtouch::SoundTouch::operator=+0x3dc02a
12, 0x16d8012b
13, 0x2000001000
14, 0x1000000

Because I saw "sound" being mentioned here, I was wondering if the fact that no sound device is installed (and the Audio service isn't running) on the machine might be relevant here?

Comment 2

[Timea Cernea [:tbabos][inactive]]

Hi Oliver,

Unfortunately, I don't have the same Windows setup to try to reproduce this issue but there is some info required for this to be investigated more.

• Did Firefox launch before on this system or it is the first try on it?
• Can you please mention which Firefox version did you install?
• Please try out Firefox Nightly and see if the issue is also reproducible with that version too.

Moving this over to a component based on the assumption that it might be due to the missing sound device.

Comment 3

[oliver.salzburg]

(In reply to Timea Babos from comment #2)

Hi Oliver,

Unfortunately, I don't have the same Windows setup to try to reproduce this issue but there is some info required for this to be investigated more.

• Did Firefox launch before on this system or it is the first try on it?
• Can you please mention which Firefox version did you install?
• Please try out Firefox Nightly and see if the issue is also reproducible with that version too.

Moving this over to a component based on the assumption that it might be due to the missing sound device.

I'm sure Firefox was working at some point on this server. I only rarely have to log in to it (it's on a client's site). I first started Firefox, getting the same result, then decided to just reinstall the latest version and got the same result.

The version I installed is 68.0.1.7137

When I just logged into the server to check the version installed, the Firefox window was actually finally up. It showed a page telling me it had trouble to restore my previous session (which consisted of only a new tab page and a privacy notice from Mozilla). I discarded the session and restarted Firefox.

I can now browse, but none of the menus, like the main menu or the downloads, in Firefox open. Nightly has the same issue.

Comment 4

[Timea Cernea [:tbabos][inactive]]

Open the Browser Console via Ctrl+Shift+J, click on the buttons that are not working and see if there are any errors recorded in the Browser Console, please also paste them here.

Are you still having this problem after restarting Firefox several times? Consider using the "Refresh Firefox.." option from about:support, might solve the issue.

Comment 5

[oliver.salzburg]

Attachment: console.log

Nothing in the console when clicking on the buttons. Restarted a couple of time. No change. Refreshed Firefox. Got the following errors in the console:

Comment 6

[oliver.salzburg]

Buttons still do nothing.

Comment 7

[Timea Cernea [:tbabos][inactive]]

Please create a new profile to launch Firefox with and see what happens, here is a guide for that: https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles

If it is still reproducible, a screen recording could be helpful too.

Comment 8

[oliver.salzburg]

Same deal still. Here's a screen recording: https://send.firefox.com/download/5ec7eba1366da0d0/#RL1iC26yZRylaAVM-np3eQ

Comment 9

[Timea Cernea [:tbabos][inactive]]

Thanks for the recording and all the info! Moving over to Toolbars for further investigations.

Comment 10

[:Gijs (he/him)]

The screen recording is expired (please consider attaching to the bug, or if it's too big for that, uploading to youtube (or similar) as a private video and posting the link) so I don't know why this was moved to toolbars - but the hang references soundtouch code, which is definitely our AV code.

It looks like the graphics sanity test tries to play some video, which fails, and then we just hang somewhere. Hopefully people who know our AV code are able to move this bug along.

Comment 11

[:Gijs (he/him)]

Oh, and now I see the tail end of comment #3.

Can you go to about:support, copy the raw data using the button there, and attach it here?

Comment 12

[Timea Cernea [:tbabos][inactive]]

Attachment: Screen recording

Here is the screen recording for the issue.

Comment 13

[oliver.salzburg]

I believe it was moved to toolbars, because the initial freeze problem could no longer be reproduced and Firefox would now no longer open menus after it opened.

Sorry about the expired screen recording. I realized it contained information I wasn't sure I could share. I will provide a new one. It would be great if the copy of the previous one could then be removed from this ticket.

I'll also post the requested information in a moment.

Comment 14

[oliver.salzburg]

Attachment: Screen recording

Comment 15

[oliver.salzburg]

Attachment: about-support.txt

The information from about:support

Comment 16

[Timea Cernea [:tbabos][inactive]]

I marked the other one as obsolete so it won't show up anymore. Thanks for all the info provided so fast Oliver!

Comment 17

[:Gijs (he/him)]

Does the context menu work (ie right clicking a page content area) ? If not, I suspect something is broken in our graphics code in terms of showing popup items - The about:support shows the graphics layer is very unhappy and suggests upgrading your graphics driver, but things shouldn't be quite this broken even with an older driver... hopefully our graphics team can shed some light on what's going on.

Out of interest, do suggestions show up for things you type in the address bar? I somewhat suspect that they do not on release Firefox, but work on Nightly. If you could confirm that that'll help narrow things down further.

Comment 18

[oliver.salzburg]

Context menu works as expected, so do menus from the window menu (when pressing Alt). Suggestion menu works as expected as well.

Comment 19

[oliver.salzburg]

Attachment: screenshot_suggestions.png

Comment 20

[:Gijs (he/him)]

Hm. If you follow steps like this:

1. open the regular devtools console (ctrl-shift-k)
2. open the devtools pref (cog/gear icon)
3. on the bottom right, enable chrome debugging
4. open the browser console (ctrl-shift-j)
5. run the following JS: x = setInterval(() => console.log(PanelUI.panel.state), 2000);

It'll start logging "closed" every 2 seconds (with an incrementing counter on the right for the number of duplicate messages). If you click the hamburger / 3-line menu icon on the top right (clicking just once), does it ever log "open" ?

(you can make the logging stop so you can try again by executing clearInterval(x) )

Comment 21

[oliver.salzburg]

Attachment: rutview_2019-08-22_17-57-43.png

I'm sorry, I can't see the cog wheel icon in the DevTools. I have an icon with three dots, but nothing happens when I click it.

Is there another way to enable chrome debugging?

Comment 22

[oliver.salzburg]

Attachment: screenshot_devtools.png

Got it through about:config.

Comment 23

[:Gijs (he/him)]

(In reply to oliver.salzburg from comment #21)

Created attachment 9087440 [details]
rutview_2019-08-22_17-57-43.png

I'm sorry, I can't see the cog wheel icon in the DevTools. I have an icon with three dots, but nothing happens when I click it.

Oh, bother. :-(

Is there another way to enable chrome debugging?

Yeah, about:config, as you figured out - sorry!

The screenshot from comment #22 confirms that the hamburger menu is really opening, but it's not visible, which kinda defeats the point... Hopefully the graphics team has more ideas about what'd cause that to happen...

Comment 24

[Sotaro Ikeda [:sotaro]]

(In reply to oliver.salzburg from comment #15)

Created attachment 9087423 [details]
about-support.txt

The information from about:support

It does not have gfx failure log. Then the problem seemed to happen before reaching graphics.

Comment 25

[oliver.salzburg]

It seems like this issue was caused by the configuration of the remote desktop solution (RemoteUtilities) I was using to access the server.

While I was investigating this issue a bit more, I realized that certain Windows functionality was also not working as expected. When I hover over an element in the task bar, I expect to see a small window opening above the cursor, showing the title of the application that is being hovered over. These windows did not appear.

In the configuration of RemoteUtilities for a given target host, there is an option that is called "Capture alpha-blending windows", which is disabled by default. After enabling this option the Windows feature started working as expected and so did the Firefox menus.

Sorry for the trouble :(