Closed Bug 1640304 Opened 4 years ago Closed 4 years ago

Firefox has just been updated in the background. Click Restart firefox to complete the update.

Categories

(Firefox :: Untriaged, defect)

defect

Tracking

()

RESOLVED WORKSFORME

People

(Reporter: sccmvenky45, Assigned: bytesized)

Details

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(1 file)

User Agent: Mozilla/5.0 (iPhone; CPU iPhone OS 13_4_1 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/13.1 Mobile/15E148 Safari/604.1

Steps to reproduce:

I have downloaded mozilla firefox 68.8.0 esr version and installed on my win10 machine. Then i launched the shortcut and its throwing me an error to restart firefox.

Actual results:

Then i did restart the firefox it launches automatically and still shows same error.

Expected results:

Am i doing any wrong ?

Not a security bug that needs to stay hidden.

Rachel, can you pass this to someone on your team who would know why we'd keep showing this error after an update?

Group: firefox-core-security
Flags: needinfo?(rtublitz)

Sure. Kirk (:bytesized) is going to take a look.

Flags: needinfo?(rtublitz)

I just installed Firefox 68.8.0esr on a clean Windows 10 virtual machine, and I cannot reproduce this problem. I have some investigation questions I would like it if you could answer:

  1. If you have session restore enabled, could you try disabling it, closing the browser, and restarting it to see if you still get the "Restart Required" message? You can check/change the setting by navigating to about:preferences and using the checkbox for the "General->Startup->Restore previous session" setting (on my machine, it's the very first checkbox on the page).

  2. Do you still get the same message if you reboot the computer before starting Firefox?

  3. Could you lookup the build ID in about:support (it's the third line down for me), and let me know what it is?

  4. I'd also like you to run Firefox slightly differently and check the build ID again. First, create a temporary directory somewhere your user can write to, like in your home directory. Then open the Run prompt with Win+R and run this:

"<path to firefox.exe>" -no-remote -profile "<path to temporary directory>"

For example, I would run:

"C:\Program Files\Firefox Nightly\firefox.exe" -no-remote -profile "C:\Users\ksteuber\temp"

Once Firefox opens, please check the build ID on the about:support page, and let me know what it is. Also note for me whether you see the "Restart Required" message when you launch this way. You can remove the temporary directory once you are done.

Flags: needinfo?(sccmvenky45)
Assignee: nobody → ksteuber

I did tried all the above steps but still I’m facing the same issue.
Here is the build ID :20200429190206

Thanks

Flags: needinfo?(sccmvenky45)

I was wrong, same reporter.

In the future, could you please answer my questions one at a time? Saying "I saw the same error message after restarting the machine" gives me more information than "none of that worked".

To clarify:

  • You got that exact same build ID when you ran both with and without -no-remote?
  • You got the "Restart Required" message when you ran both with and without -no-remote?
  • When you shut down and re-start the machine and then start Firefox, you see the "Restart Required" message?

I also have a few more questions:

  • It looks like your screenshot includes the "looks like you've reinstalled" message. Did you reinstall Firefox, or is that message incorrect?
  • Do you have any ideas why you can reproduce this problem and I cannot? Have you made any important changes to the machine Firefox is running on?
  • I notice that your screenshot appears to be of a virtual machine. Are you willing/able to send me a copy of the virtual machine?
  • Which Windows 10 are you using? Windows 10 Home? Windows 10 Professional? Windows 10 S?

In the meantime, I'll do some more testing and see if I can get the problem to happen for me.

Flags: needinfo?(sccmvenky45)

Yes when i ran both with and with out i got the same build.
Yes i got the “Restart Required” message after i ran both.
Yes even after I restarted my machine i still see that message.

Everytime i install it on a clean machine of virtual machine.
I didn’t make any changes to my machine.
What do you mean by copy of virtual machine? How can i send that ?
Currently we are using windows 10 enterprise.
Winver:1909

Flags: needinfo?(sccmvenky45)

I tried installing Windows 10 Enterprise, but I still cannot reproduce the problem. If possible, I'd really like to take a look at your VM directly so I can see what's going on. You can make a copy of a VMWare virtual machine using these steps:

  1. Make sure I will be able to log in to the machine without your password. This may be a problem if you are using a Microsoft account (that is, an online account) to log in; you may have to remove this account if you are. If you need to do this, you can use these instructions: here. If you do have to create a new user account, please check for me that you can still reproduce the problem on the new account.
  2. Find the virtual machine on the disk. By default, they are located at C:\Users\<username>\Documents\Virtual Machines\<virtual machine name>. On VMWare Workstation 15 Pro, you can also find it by selecting the virtual machine and then right-clicking it's name and clicking "Open VM Directory". I think you can find the directory in VMWare Player by opening the Virtual Machine settings, clicking the "Options" tab, selecting "General", and then inspecting the "Working directory" field.
  3. Zip up the entire directory. This can be done by right-clicking on it and clicking "Send To->Compressed (zipped) folder". This may take some time to complete.
  4. The last step is to put the zip somewhere I can get it. This is a little tricky since it's such a big file. Google Drive advertises that their first 15 GB of space are free, so that's a possibility.

Would you be able to do that for me? Thanks!

Flags: needinfo?(sccmvenky45)

Its takes a lot of time instead of that can we setup a meeting tomorrow?

So I can give remote access to my machine you can check it.
If you provide me your email address and availability so that I can send an meeting invite.

Flags: needinfo?(sccmvenky45)

I probably won't be able to instantly determine the problem. I will likely need to spend substantial time debugging and figuring out what is going on. If it works for you to give me access to the machine for a long period of time, this could work, but it won't work for me to just take a quick look at it. Let me know what you want to do.

Flags: needinfo?(sccmvenky45)

We can schedule a 1.30hr to 2 hrs meeting. Is that enough time to figure it out. If we didn’t sort it out we can schedule another meeting.

Flags: needinfo?(sccmvenky45)

Debugging can be a very time consuming process. It is very common for it to take more than two hours. It can sometimes take more than even 4 or 8 hours. I'm currently available to work on this approximately 8 hours per day. I would like to take full advantage of that, rather than spacing my work out in 2 hour intervals.

If you feel that making a copy of the VM is too difficult, I would be happy to schedule a meeting to help you with it.

Flags: needinfo?(sccmvenky45)

Don’t worry we can schedule a meeting and we will work in long intervel or short intervels upto completion of application issues.
Just tell me your availability tomorrow according to that we will schedule the meeting.

Flags: needinfo?(sccmvenky45)

Hi Venkatesh,

From a debugging perspective it's going to be tricky us to sort this out on your machine remotely. Since Kirk has kindly offered to spent some time with you (see comment #12 above) to find a way to get us a copy of your VM, it would be great if we could start there first. It should be fairly quick for him to walk you through the steps outlined here. Alternatively, if you prefer to do that on your own, that's great as well.

Let us know how you'd prefer to get us the VM and as soon as we've got it, we'll keep digging.

Thanks, and I'm sorry to hear you've run into this issue!

Flags: needinfo?(sccmvenky45)

Actually i can’t do that because we don’t have access to gmail or google drive from environment. So, is there is any other way like i will create a log file or something so that you can check it in that way.

Otherwise we have to setup a meeting and you can work on this issues.

If you have any suggestions much appreciated.

Flags: needinfo?(sccmvenky45)

Is Google Drive blocked, specifically? You could simply transfer the file to another machine that can access Google Drive. Or we could use a different hosting service, like Dropbox.

Flags: needinfo?(sccmvenky45)

In my environment they are not willing to send data outside of my environment so we can setup a meeting and discuss in it.

Flags: needinfo?(sccmvenky45)

Unless I am misunderstanding, it sounds like this is an environment that you don't own that has strict security protocols about data exfiltration. Debugging is gathering data from a system. I'm not sure whether it would be appropriate for me to even access such a system, let alone intentionally take data from it. I'm going to send this up the administrative chain, because I'm not sure what the appropriate thing to do here is.

@Rachel - Can you point me in the right direction to find out if using remote access to such a system is an appropriate action to take?

@Venkatesh - Just to confirm, you can only reproduce this problem in this secure environment that you mentioned? Can you try on a system that isn't part of the environment and see if you can still reproduce the problem?

Flags: needinfo?(sccmvenky45)
Flags: needinfo?(rtublitz)

In my environment I’m facing this issue on windows 10 machines Only. Im not experiencing any issues on windows 7 machines in my environment. Apart from that i did installed on personal computer also I didn’t get any issues. Let me know your availability so that i can set up a webex meeting.

Flags: needinfo?(sccmvenky45)

I'm going to do the WebEx meeting for the first pass. I'm in central time zone. I have all day available this Friday. You can reach out to me directly - mkaply at mozilla.com.

(In reply to Kirk Steuber (he/him) [:bytesized] from comment #18)

@Rachel - Can you point me in the right direction to find out if using remote access to such a system is an appropriate action to take?

Let's start with the WebEx with mkaply and go from there. Thanks Mike for making some time here!

Flags: needinfo?(rtublitz)

Venkatesh, do you have any time on next week?

What timezone are you in?

Flags: needinfo?(sccmvenky45)

I’m in central time zone. We can have a call on friday after 12pm.

Flags: needinfo?(sccmvenky45)

I'm central as well. Too bad you're not in Austin, I could come take a look :).

Do you want to setup the WebEx? I'm available any time Friday afternoon.

Customer made some changes to their image and things are working for them now.

We were never able to determine what explicitly was causing the problem, but it was not recreatable by us.

Status: UNCONFIRMED → RESOLVED
Closed: 4 years ago
Resolution: --- → WORKSFORME
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