Open Bug 1748179 Opened 2 years ago Updated 12 days ago

Firefox logs me out of Mozilla Support

Categories

(support.mozilla.org :: General, defect)

defect

Tracking

(Not tracked)

REOPENED

People

(Reporter: anjeyelf, Assigned: tasos)

Details

Attachments

(3 files)

Windows 10 OS
Firefox is default browser
Problem since update to 95.0.2
Using Mozilla Thunderbird (or Firefox) forum as helper to solve problems.
If exit Firefox or allow to sleep, I'm logged out - so need to keep clicking on loggon to Firefox Account to be able to post comments.

about:preferences#privacy
select Use Custom Settings.
uncheck 'Clear History When Firefox Closes'
This disables 'Settings' button - as expected

However, it seems it does not disable 'clear active logins'

It basically means:
if you do not select 'Clear History When Firefox Closes' - leave it unchecked, then the settings it contains - 'clear active logins' - is still active by default.

So I have to select: 'Clear History When Firefox Closes. '
and then unchecked most except 'Cache' and 'Form And Search History'

I expected that if I do not select/ uncheck 'Clear History When Firefox Closes' then all the settings it contains would be Not active, so I would not have active logins enabled. I would not be logged out of forum.

I have selected 'Clear History When Firefox Closes' and then unchecked the various options. This is illogical.

Update:
Today, I booted up computer, opened Firefox, went to the already opened 'Thunderbird' Support Forum tab, selected a question and responded - so far all ok. Made a cup of tea, and returned to help more people - guess what - I need to logon to post a comment, so click on the link, click on Firefox Account and login - 3 clicks - did not need to enter anything and now I can post comment in this question.

So now I'm attempting the following:
select 'Clear History When Firefox Closes. '
then in the enabled 'Settings' button
uncheck everything - nothing is selected
click on OK
then uncheck 'Clear History When Firefox Closes. ' so it is NOT selected.

I'm continuing with the settings as per above to see effects.

Hi Anje, I'm a bit confused about what the exact issue is so I hope we can figure out what's going on here. From what you've described, I'm unable to reproduce the issue on Nightly 97 or Release 95.

Here are the steps I took, please let me know if I'm reproducing incorrectly.

If I follow these steps, I am still logged into the forum.
If I change the history settings, selecting only "Cache" and "Form and Search History" and follow the previous steps, I am still logged into the forum.

  • Do you happen to have some extensions running?
  • How long is it between when you log into the forum and when you are logged out?
  • Are you always logged out of the forum when you close and restart Firefox?

Feel free to re-explain the issue as well.

Flags: needinfo?(anjeyelf)

I am using nightly as my daily driver and I experience exactly what Anje does, and only with SUMO.

For reference there is a community forum discussion I started on SUMO because I felt the issue was with kitsune. Note that there is at least one other in that discussion seeing the issue.
https://support.mozilla.org/en-US/forums/contributors/715495

Anje has a Firefox support topic as well. Where I posted details of my cookies, which do not appear to change post signin.
https://support.mozilla.org/en-US/forums/contributors/715495

I can find no data in any of the other storage entries in the list. So I have no idea how the login is actually managed.

(In reply to Tim Giles [:tgiles] from comment #2)

If I follow these steps, I am still logged into the forum.

You are missing the elapsing of about 24 hours. At least for me, the signin is occurring on about a daily basis. So I assume someone in the SUMO world has messed up and forced daily authentications.

Attached image login-request.jpg

Today, opened Firefox and the tab to forum was already open as expected.
https://support.mozilla.org/en-US/questions/thunderbird
However, I cannot respond to any question because it says I need to logon to post comments.
So the changes I made did not work.

When I check the Firefox Account under Menu icon - it says 'Logout', so it means I'm still logged on to Firefox Account.

In Forum question, When I select the 'login to your account' link, Firefox login opens and click on it, then click again to login - do not enter anything, i'm back in and can answer ok.

If I exit Firefox browser and reopen, I'm still logged in.

I'm going to check to see if this is something occuring after a time period.

Flags: needinfo?(anjeyelf)

Can it be related to Enhanced Tracking Protection?

(In reply to Matt from comment #3)

<snip>
For reference there is a community forum discussion I started on SUMO because I felt the issue was with kitsune. Note that there is at least one other in that discussion seeing the issue.
https://support.mozilla.org/en-US/forums/contributors/715495

I'm the other contributor with a similar issue, who posted in that community discussion thread. However, I've been getting logged out of SUMO (and sometimes Bugzilla) for quite awhile now, in multiple Firefox versions and profiles, after I close Firefox and then reopen it some time later.

Anje has a Firefox support topic as well. Where I posted details of my cookies, which do not appear to change post signin.
https://support.mozilla.org/en-US/forums/contributors/715495
<snip>

You posted the community forum discussion link twice ;) For the record, here's Anje's Firefox Support forum thread:
https://support.mozilla.org/en-US/questions/1362921 How do I stay logged on to the Support Forum?

(In reply to Sergey Galich from comment #6)

Can it be related to Enhanced Tracking Protection?

Enhanced Tracking Protection in Settings -> Privacy & Security is set to "Standard" in all of my Firefox versions and profiles.
(EDIT) I turned off Enhanced Tracking Protection for https://support.mozilla.org in two Firefox 95 profiles, as described here under "What to do if a site seems broken", to see if it helps.

Moving to Firefox Account because this feels more like Account or SUMO related issue, but not about:logins.

Component: about:logins → Firefox Accounts

I can't see any evidence that this is directly related to Firefox Accounts, but rather how it is used by SUMO. Feel free to change it back if any such evidence comes to light (eg, such as if you were actually signed out of FxA in the browser itself)

Component: Firefox Accounts → General
Product: Firefox → support.mozilla.org
Version: Firefox 95 → unspecified

I agree that this appears to be a SUMO issue. When I visit https://support.mozilla.org after being logged out, the [Sign In/Up] button takes me to https://support.mozilla.org/en-US/users/auth (image attached). From there, the [Continue with Firefox Accounts] button takes me to step 2, which is at accounts.firefox.com where I can use the displayed Firefox account or choose a different account to sign in to Mozilla Support.

Mozilla Support-FXA signin (step 2)

Summary: Firefox removes firefox account login → Firefox logs me out of Mozilla Support

Holly molly, it happened to me too now. SUMO asked me to log in this morning, while I didn't even close the browser last night and just put my laptop on sleep mode, just like usual. I'm on Mac 11.6, Firefox 95.0.2., and ETP set to strict if that matters.

(from comment #8)

(In reply to Sergey Galich from comment #6)

Can it be related to Enhanced Tracking Protection?

Enhanced Tracking Protection in Settings -> Privacy & Security is set to "Standard" in all of my Firefox versions and profiles.
(EDIT) I turned off Enhanced Tracking Protection for https://support.mozilla.org in two Firefox 95 profiles, as described here under "What to do if a site seems broken", to see if it helps.

I just opened Firefox with one of the profiles where I had turned off ETP and it didn't help. I had to log back in to SUMO.

Usual requirement to login occurred.
I'm deliberately not going to respond to anything after 17:20hrs, but will check to see if selecting a question still offers the logged in state several hours later.
It does not seem to occur based on exiting of Firefox.
But it does occur everyday on first use of Firefox.
AS this occurs each day for first logon, I'm wondering if this has anything to do with eg: session date timestamp.

Assignee: nobody → tasos
Status: NEW → ASSIGNED

I am trying to figure out what's happening on the SUMO side of things. Indeed it looks that's a problem on SUMO and how it's using Firefox Accounts. I will post back here with any updates.

Menu app icon > select name of Firefox Account to see Firefox Account - and blue circle does a sync
Immediately I then Logged on as usual for Support Forum : Fri Jan 07 at 14:15hrs
I kept computer running and firefox open.
Every 3 hours I tested to see if I could auto respond to question, up until early hours 1:14 AM and all ok. Exit Firefox and close computer.
Booted up, opened Firefox 11:15am and I'm still logged in - all ok.
13:15PM still ok. Left computer running and Firefox minimised.
14:30PM - maximised Firefox - need to logon.

It has been 24 hours since previous need to logon. This sounds like a session set to 24 hours which has lapsed and requires another logon.
So I looked in Troubleshooting and noted:
'services.sync.lastSync' time and date which was exactly 24 hours since I logged on yesterday and 15 minutes before I tried to use to day.

services.sync.declinedEngines
services.sync.engine.prefs.modified false
services.sync.lastPing 1641640495
services.sync.lastSync Sat Jan 08 2022 14:15:02 GMT+0000 (Greenwich Mean Time)
signon.autofillForms false
signon.importedFromSqlite true
signon.usage.hasEntry true

Important Locked Preferences
Name Value fission.autostart.session true

I'm checking how frequently is 'lastsync' and it looks like hourly.
services.sync.lastPing 1641640495
services.sync.lastSync Sat Jan 08 2022 15:15:04 GMT+0000 (Greenwich Mean Time)

Menu app icon > select name of Firefox Account to see Firefox Account drop down - and blue circle does a sync
Check Troubleshooting
services.sync.lastPing 1641640495
services.sync.lastSync Sat Jan 08 2022 15:53:54 GMT+0000 (Greenwich Mean Time)

I shall now have to wait to see if I get logged out in 24 hours time or sooner.

I posted a comment post at 15:15 hrs 07:15hrs - and selected another.
I was in the process of answering that question - I took some time as I answered a call in between, but which I posted at 16:30hrs my time which shows comment posted at 08:30AM in forum.
As soon as comment posted I was immediately logged out at 16:30hrs.

If I logon with a deliberate delay to choose a different start time, I can guarantee I will get logged out 24 hours later.
So there is some setting which detects user is logged into forum and after 24 hours is forcing a new logon/authentication to Support Forum .

My experience agrees with Matt

You are missing the elapsing of about 24 hours. At least for me, the signin is occurring on about a daily basis. So I assume someone in the SUMO world has messed up and forced daily authentications.

Interesting quirk, type in the reply that you open before the authentication lapses and try and post it after. You get told simply that you are not authorised. No offer to reauthenticate, no nothing to provide a clue the issues is even authentication, just a bland Not authorised.

An update has been pushed to production (SUMO) which renews the access_token every 12 hours. I am keeping this bug open to verify that the update fixes the problem here.

My account stays connected in both prod and staging after the patch. I am marking the bug as resolved. Please re-open if this is not the case.

Status: ASSIGNED → RESOLVED
Closed: 2 years ago
Resolution: --- → FIXED

(In reply to Tasos Katsoulas [:tasos] from comment #20)

An update has been pushed to production (SUMO) which renews the access_token every 12 hours. I am keeping this bug open to verify that the update fixes the problem here.

(For the record)
https://github.com/mozilla/kitsune/pull/4989 Refresh access_token every 12 hours. (Jan 11, 2022)
https://github.com/mozilla/sumo/issues/989 Users get logged out every 24 hours (...closed... Feb 7, 2022)

Boot up computer, open Firefox. Mozilla Thunderbird forum is already opened in a tab.
During this week, I have to login each day. So after a short period of everything appearing to be fixed - whatever has been done recently, I'm getting kicked out.
I was using 97.0.1
So, I'll update to 98.0 and see if there is an improvement because when I login and I want to remain logged in.

I'm still getting logged out of SUMO in Firefox, although maybe not as often as before. This problem was also reported in https://chat.mozilla.org/#/room/#sumo:mozilla.org today, by mkaply and Danny Colin, which is why I reopened this bug.

Status: RESOLVED → REOPENED
Resolution: FIXED → ---

Hi Anje & Alice!

I did not experience getting logged out from SUMO. Are you still having this problem?

Flags: needinfo?(anjeyelf)
Flags: needinfo?(alice.wyman)

Since 'Firefox' account changed to 'Mozilla' account, I have found I'm being frequently logged out. Just checked and I'm logged out again. So it seems I'm being logged out after session again - I'm talking about the Support Forum.

Flags: needinfo?(anjeyelf)

(In reply to Emil Ghitta, QA [:emilghitta] from comment #25)

Hi Anje & Alice!

I did not experience getting logged out from SUMO. Are you still having this problem?

I notice it every so often, just yesterday in both Firefox 121 release and 122 Beta on my Windows 10 PC (but not on Windows 7 fx115)

Flags: needinfo?(alice.wyman)

Windows 10 OS
Firefox version 123.01
Frequently being logged out of the Thunderbird Support Forum.
I'm also being logged out of the 'connect.mozilla.com' site.
This is still a problem.

Hi Alice & Anje!

Wondering...do you have some active add-ons or maybe an antivirus installed ?

Flags: needinfo?(anjeyelf)
Flags: needinfo?(alice.wyman)

(In reply to Emil Ghitta, QA [:emilghitta] from comment #29)

Hi Alice & Anje!

Wondering...do you have some active add-ons or maybe an antivirus installed ?

Whatdoyou mean by "active add-ons"? If you mean enabled add-ons, I have a few (UBlock Origin, Bypass Paywalls Clean, EPub Reader, Print to PDF, User-Agent Switcher, Web Archives). I just have the built-in Windows antivirus

Flags: needinfo?(alice.wyman)

(In reply to Emil Ghitta, QA [:emilghitta] from comment #29)

Hi Alice & Anje!

Wondering...do you have some active add-ons or maybe an antivirus installed ?

Foxtana pro and Norton safe web.
Nothing that cleans out session data.
Do not use and never used Firefox to save passwords.
When I clear down cache etc, I never clear anything to do with any Thunderbird, Mozilla etc.

Flags: needinfo?(anjeyelf)
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