1735066 - Firefox update to ver 93.0 causes CenturyLink Webmail Page to fail to load/display

Status: VERIFIED WORKSFORME

(Web Compatibility :: Site Reports, defect)

Description

[Steve]

Attachment: webmail.jpg

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:93.0) Gecko/20100101 Firefox/93.0

Steps to reproduce:

Windows 10 (64) PCs, both Home and Pro
Attempted to login to CenturyLink webmail in normal mode, troubleshooting mode (safe mode), clear all browser history, reset FireFox browser.

Actual results:

CenturyLink Webmail Page appears to try to load but all I get is a blank page.

Expected results:

Webmail splash screen should have appeared and then webmail page should appear

Comment 1

[Steve]

I watched this issue occur in real time on my Windows 10 Laptop PC. Firefox had not updated to ver 93.0 and the webmail page loaded with no issues, Browser updated to ver 93.0 and the webmail page would no longer load properly>

CenturyLink tech support's fix for this is "use a different browser".

Comment 2

[Oana Arbuzov [:oanaarbuzov]]

Thank you for the report, unfortunately a special account is needed to sign in (CenturyLink Account Number, Billing Zip Code).
I've checked their site and Firefox is supported browser.
https://prnt.sc/26ngh1z

Tested with:
Browser / Version: Firefox Nightly 98.0a1 (2022-02-02)
Operating System: Windows 10 Pro

Steven could you try clearing cache/data/cookies, disable Ad-blocker (if available), or use a clean profile, and check again? Also if there are any changes made to default settings of the browser (e.g. in about:config) please revert to the default settings.
If it still reproduces can you check the console logs and post a screenshot with it here?

Comment 3

[Steve]

Oana Arbuzov,

I've tried that on more than one of my PCs and it doesn't help. I contacted CenturyLink directly (other than their basic tech support, finding someone that could actually answer the question was like pulling teeth) and that person also said it was something Mozilla had done with that update of Firefox and he doubted the folks "behind the curtain" at CenturyLink were going to try and fix it. My current workaround is to add a direct link to their webmail in my bookmark toolbar. It appears to me to be an issue with how the link on the CenturyLink home page tries to direct the browser to the webmail page. The browser hangs at an address that starts with: https://redir.peridot.synacor.com...

Comment 4

[Raul Bucata]

Reporter, since a paid account is needed, we can not investigate the issue. Is the issue still reproducible on your side?

Comment 5

[Steve]

Raul,

Yes, the issue still exists on FireFox 101. 0 (64bit).

Comment 6

[Raul Bucata]

Thanks for the update. Before we proceed, could you please provide any errors from the console log? Also, could you please type about:support in the URL bar and provide all the info from the add-ons section?

Comment 7

[Steve]

Attachment: Results from about:support

The only things I'm seeing in the console is: "This page is in Quirks Mode. Page layout may be impacted. For Standards Mode use “<!DOCTYPE html>”." That is on the page I'm being redirected to: https://redir.peridot.synacor.com/?to=zmail....  The page clicking the link should send me to (and does on Chrome and MS Edge) is https://webmail.centurylink.net/mail#1

Results of about:support:

Comment 8

[Steve]

The only things I'm seeing in the console is: "This page is in Quirks Mode. Page layout may be impacted. For Standards Mode use “<!DOCTYPE html>”." That is on the page I'm being redirected to: https://redir.peridot.synacor.com/?to=zmail.... The page clicking the link should send me to (and does so on Google Chrome and MS Edge) is https://webmail.centurylink.net/mail#1

Results of about:support uploaded as an attachement

Comment 9

[Raul Bucata]

Thanks, Steve for the extra info. I can see several add-ons being present, besides the default ones. In this case, may I ask you to perform the following and retest ( please do not perform a Firefox Account login in the new profile and to make sure nothing is imported):

What I would do usually to test this kind of issue, is:

1. Type about:profiles in the url bar.
2. Choose Create a new profile.
3. Call it deleteme or anything you please.
4. Then start it. (this one you will be sure that nothing is interfering, no ghost caching etc.)
5. Test.

Comment 10

[Calin Tanase]

Since this issue requires a paid account and the reporter didn't respond, closing this as incomplete. Feel free to reopen and leave a comment if the issue still occurs.

Comment 11

[Steve]

This issue disappeared after CenturyLink completely revamped their webmail.