1755342 - Outlook and Freshdesk keyboard issues

Status: NEW

(Web Compatibility :: Site Reports, defect)

Description

[paul.beyrouty]

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/98.0.4758.82 Safari/537.36

Steps to reproduce:

Typing an email in outlook webmail or responding to a ticket in Freshdesk.

Actual results:

When typing an email the text often fills in erratically. There are times it refusing to enter the c character (and others) until I press space several times. There are times that attempting to type the letter a archives an email. Sometimes pressing spacebar will not work until I press it several times. I am careful to not have any other keys pressed at the time. I thought it was an outlook issue, but I have similar problems when using FreshDesk. This has been an issue for many months. I see a lot of reports of similar problems on outlook's site.

Expected results:

The characters should type in as expected.

Comment 1

[Henri Sivonen (:hsivonen)]

Masayuki, has something changed recently that could cause this?

Comment 2

[paul.beyrouty]

(In reply to Henri Sivonen (:hsivonen) from comment #1)

Masayuki, has something changed recently that could cause this?

It has been this way for many months. Here is a report of the same thing on Microsoft's site from November. https://answers.microsoft.com/en-us/outlook_com/forum/all/working-with-outlook-web-interface-on-firefox/4212cac3-4be3-4295-b325-369ea3d46f2a

Comment 3

[Masayuki Nakano [:masayuki] (he/him)(JST, +0900)]

In November, I landed a lot of changes into the editor, but basically, most of them are refactoring (i.e., not intended to change behavior) and fixing assertion hits (i.e., changing behavior at edge cases or fixing traditional bugs if new assertion detects them). And I don't know about the change log of the Outlook, of course.

Karl-san, do you know something about this issue? Or could somebody investigate what's going on Outlook?

Comment 4

[Masayuki Nakano [:masayuki] (he/him)(JST, +0900)]

Might be related to bug 1576646, but not sure. Microsoft's editor for Office uses (used?) a lot of <span> elements to manage undo transactions by themselves. It might cause this bug if Outlook's editor does similar things or is same editor.

Comment 5

[Karl Dubost💡 :karlcow]

Paul,
just to be sure and avoid any third parties interactions, does it happen after you restart Firefox in Troubleshoot Mode… (Help menu)?

Also asking Oana and Raul if they have met a similar bug for Outlook during triage.

Comment 6

[Raul Bucata]

Karl, after browsing through our repo, I have found no relevant submitted issue regarding this submitted report. The only relevant one that I could find is this old issue: https://github.com/webcompat/web-bugs/issues/28199, but it seems that it has been fixed, and it refers to an extra space being added when pressing the "Space" key. Other than that, we have not seen any similar report.

Comment 7

[Oana Arbuzov [:oanaarbuzov]]

I did not experience the same behavior on my side, but I've seen that when using "Space" character multiple times, it randomly glitches (similar to 1576646). This occurs both when writing an email or in a word document.

Another issue is related to using a combination of "n" and "Space" characters when writing an email 98432.
Also some issues are reported by users on Microsoft Answers: https://answers.microsoft.com/en-us/outlook_com/forum/all/working-with-outlook-web-interface-on-firefox/4212cac3-4be3-4295-b325-369ea3d46f2a

Tested with:
Browser / Version: Firefox Nightly 99.0a1 (2022-02-22)
Operating System: Windows 10 Pro

Comment 8

[Mirko Brodesser (:mbrodesser-Igalia)]

(In reply to Masayuki Nakano [:masayuki] (he/him)(JST, +0900) from comment #4)

Might be related to bug 1576646, but not sure. Microsoft's editor for Office uses (used?) a lot of <span> elements to manage undo transactions by themselves. It might cause this bug if Outlook's editor does similar things or is same editor.

Masayuki: given that's currently the best guess we have, does it make sense to re-prioritize bug 1576646 (and potentially its dependencies)?

Comment 9

[Masayuki Nakano [:masayuki] (he/him)(JST, +0900)]

(In reply to Mirko Brodesser (:mbrodesser) from comment #8)

(In reply to Masayuki Nakano [:masayuki] (he/him)(JST, +0900) from comment #4)

Might be related to bug 1576646, but not sure. Microsoft's editor for Office uses (used?) a lot of <span> elements to manage undo transactions by themselves. It might cause this bug if Outlook's editor does similar things or is same editor.

Masayuki: given that's currently the best guess we have, does it make sense to re-prioritize bug 1576646 (and potentially its dependencies)?

If somebody would investigate what it happens, yes, it'd be better to give this and bug 1576646 higher priority.

Comment 10

[Mirko Brodesser (:mbrodesser-Igalia)]

Karl: can you allocate time to investigate this more deeply?

Comment 11

[paul.beyrouty]

(In reply to Oana Arbuzov [:oanaarbuzov] from comment #7)

I did not experience the same behavior on my side, but I've seen that when using "Space" character multiple times, it randomly glitches (similar to 1576646). This occurs both when writing an email or in a word document.

Another issue is related to using a combination of "n" and "Space" characters when writing an email 98432.
Also some issues are reported by users on Microsoft Answers: https://answers.microsoft.com/en-us/outlook_com/forum/all/working-with-outlook-web-interface-on-firefox/4212cac3-4be3-4295-b325-369ea3d46f2a

Tested with:
Browser / Version: Firefox Nightly 99.0a1 (2022-02-22)
Operating System: Windows 10 Pro

I didn't see your response right away, but if it is helpful I am using Firefox version 97.0.1, not nightly 99.0a1

Comment 12

[Karl Dubost💡 :karlcow]

Raul and Oana haven't been able to reproduce.
Usually we close them as worksforme or incomplete if we do not have steps to reproduce.

Going down the thread https://answers.microsoft.com/en-us/outlook_com/forum/all/working-with-outlook-web-interface-on-firefox/4212cac3-4be3-4295-b325-369ea3d46f2a
People have posted this gif.
https://filestore.community.support.microsoft.com/api/images/ffddd91e-0b41-474d-87e8-a37c967cadaa?upload=true

• autocomplete on/off has no effect
• affects Windows, macOS and linux
• "Tried Firefox with in Troubleshoot Mode (all plugins disabled) and same issue."

Ah… some people seem to suggest that spelling checkers seem to be the reason behind the breakage.

Turned off all the autocorrect and grammar suggestions for now.

This was reported also on webcompat already and Microsoft has been contacted on February 1st, 2022.
https://github.com/webcompat/web-bugs/issues/98432

Comment 13

[James Graham [:jgraham]]

Since we don't have a concrete platform issue here, I'm going to move this into site reports.

If no one is able to reproduce the issue I guess we'll close it as WFM.