1608670 - Firefox 70+ cannot load pages in Windows 7

Status: RESOLVED WORKSFORME

(External Software Affecting Firefox :: Other, defect)

Description

[CC]

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:60.0) Gecko/20100101 Firefox/60.0

Steps to reproduce:

Updated Firefox to version 70s in a Windows 7 x64 system with Norton 360 installed.

Actual results:

After updating Firefox to the version 70s, the browser refuses to load pages entered in the address bar.
For example, if I type in bugzilla.mozilla.org, there will simply be no response at all with the program.
Same thing happens if I just open Firefox and type about:(whatever), the built-in Firefox configuration pages just will not load. And when I click on the Add-ons/Options in the menu, I get no response too.

The only exception is when I select Help->Troubleshooting Information. This page will load the about:support page as normal.
And once this page is loaded, I will be able to enter about:(whatever) into the address bar and load the expected configuration pages. Selecting Add-ons/Options from the menu now will get those pages to load too.
At this point though, if I type in a regular website address into the address bar and try to load, then instead of no response at all, the browser tab will go into loading mode but will not actually connect to the webpage.

I had tried to create new profiles and refresh settings, but got no luck in remedying the problem.

Expected results:

If I boot Windows 7 in Safe Mode with Networking, then Firefox will work normally as it always had before the update.
Since Norton 360 doesn't load in Safe Mode, I am wondering if it is responsible for causing this malfunction.

Comment 1

[Clara Guerrero ( Need Info Brindusa Tot Please)]

Hi ,

I'm unable to replicate this issue given that I have Kaspersky installed, and due to Firewall restrictions won't allowed me installing other antivirus programs.

Please download the latest Firefox Nightly release from here: https://nightly.mozilla.org/ and let me know if you're still encountering this problem.

I will move this over to a component so developers can take a look over it. If this is not the correct component please feel free to change it to an appropriate one.

Please take a look at this issue https://bugzilla.mozilla.org/show_bug.cgi?id=1116907 I think it is similar to yours.

Thanks for the report.

Best,
Clara

Comment 2

[CC]

(In reply to Clara Guerrero from comment #1)

So I downloaded and installed Firefox Nightly, and the exact same problem occurs.
I tried uninstalling Norton 360, and the same problem still persists.
Firefox will run perfectly fine in Windows 7 when booting in Safe Mode, but once booting in Normal Mode it will not load any pages including the about:(whatever) unless it is the Help->Troubleshooting Information page.

In addition, I had also tried downgrading back to the Firefox versions 50s and 60s, but they still give no response when I try to load pages from the address bar the normal way.
It seems the initial upgrade to Firefox 70 messed up the whole way the Windows 7 system interacts with any version of Firefox products.

Comment 3

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

The priority flag is not set for this bug.
:Dolske, could you have a look please?

For more information, please visit auto_nag documentation.

Comment 4

[Clara Guerrero ( Need Info Brindusa Tot Please)]

Could you please make a http log while this issue occurs? Here are the steps for this: https://developer.mozilla.org/en-US/docs/Mozilla/Debugging/HTTP_logging

I can't reproduce this issue on my side but that log should contain useful information to investigate this. Do you have Norton Safe Web add-on enabled?
Meanwhile, I am adding this issue to a component so the developers can take a look at it.

Thanks for the report!
Best,
Clara

Comment 5

[CC]

Attachment: firefoxlog.txt.moz_log.0

This http log file was generated manually using the command prompt method.

The actions I took were:
opened Firefox;
typed a url into the address bar, but got no response from Firefox when I tried to load it;
clicked the Options function in the menu, but still got no response from Firefox;
clicked on the Help->Troubleshooting Information in the menu, and this particular page loaded properly in a new tab;
clicked the Options function in the menu again, and this time it loaded properly in a new tab;
in the same tab the Options page loaded, entered a url into the address bar and tried to load the website, but Firefox gets stuck in the spinning circle mode without loading;
exited Firefox.

Comment 6

[CC]

Problem solved after installing newest version, then using Autoruns to disable everything and enable them back one by one except for driver/service that was disrupting the running of connection program modules.