1755532 - support.mozilla.org takes a long time to load and often loads in an incomplete form (missing content or stylesheets)

Status: RESOLVED FIXED

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

Description

[Anje]

Attachment: Forum-odd.jpg

Windows 10
using support.mozilla.org website
Make a comment and post.
Webpage now displays all drop down options for every comment.
The moving 'blue dot' in tab seems to take a long time whilst trying to access support.mozilla.org
Even when it manages to complete, the webpage is not displaying correctly and needs persistant refreshes. Meaning - it still displays those option boxes expanded, it does not display all comments, the comment I posted does not display an attached image until refreshed.

Sometimes I select a question and it opens in new tab already looking like image posted and there is no comment form available. All comments do not display. Each time I refresh another comment is displayed until eventually I see the last comment and then the form to create and post a comment is displayed.

In right side pane - There is also 'More system details' auto displaying as 'Additional System Details' followed by those details.
See attached image.

Comment 1

[Daniel Holbert [:dholbert]]

That looks like a symptom of a stylesheet failing to fully load, perhaps due to an intermittent network issue between you and support.mozilla.org.

If I look at the page you screenshotted ( https://support.mozilla.org/en-US/questions/1367006 ), I'm not seeing the issue there, but I can artificially introduce it (or something close to it) if I use devtools to disable this CSS rule (emulating a scenario where the stylesheet only partially loaded):

.js .mzp-u-modal-content {
 display: none;
}

(this CSS is from https://static-media-prod-cdn.itsre-sumo.mozilla.net/static/screen.c255669b23fde8906bc1.css )

Given that, as well as your mention about the moving blue dot taking a long time (which adds further credibility to this theory since it indicates some slowness on the network between you and the site in question), I'm going to close this as not-a-Firefox-bug, but please reopen if you continue to see this issue, particularly if it's different between Firefox and other browsers.

Comment 2

[Anje]

It's not an intermittant problem - it is a permanent issue which has been going on for four days and I'm logged in and helping on the forum for several hours a day. I exit all programs and switch off computer at end of each day.
Please note there is no problem access this webpage:
https://support.mozilla.org/en-US/questions/thunderbird

It only occurs when I select a question to respond as help and when I post a comment.
After either opening new question or posting comment - little blue dot stops, but only half the comments are displaying and there is no reply form, so I have to refresh and keep refreshing until it finally displays everything.
Each refresh can take quite a while.
I know it is instantly wrong because either nothing is displayed - completely blank and/or I auto see:
More system details
Additional System Details - this should never be displaying.

Comment 3

[Anje]

Attachment: Forum-odd- blank.jpg

After I posted a comment, the webpage only showed a couple of comments and was incomplete.
I refreshed page and now it is blank - see image.

I refreshed again and now it looks similar to first image all those options boxes displaying and whilst a few more comments have appeared it is still incomplete and no Reply box.
After five refreshes, half of my last comment is displaying, so we are getting there, but this is ridiculous.
Six refreshes finally displays everything.

Comment 4

[Anje]

If you do not think this is a 'Firefox' or 'Core' issue, then I would appreciate you choosing the correct place to post as a bug.
I do not have any network issue per se.
Only and specifically when using the forum.
Are you aware of any issues with the support.mozilla.org server which may explain this ongoing problem?

Either way this is a bug.

I do not use other browsers - but I tested using Microsoft Edge - same problem.

Comment 5

[Daniel Holbert [:dholbert]]

(In reply to Anje from comment #2)

It's not an intermittant problem - it is a permanent issue which has been going on for four days and I'm logged in and helping on the forum for several hours a day. I exit all programs and switch off computer at end of each day.

Hmm, that's unfortunate. (And thanks for your contributions on support.mozilla.org!)

(In reply to Anje from comment #4)

I do not have any network issue per se.

I'm not necessarily blaming your local network; I'm suspecting that there's some piece of network equipment between you and support.mozilla.org that's got a configuration issue or is undergoing maintenance/heavy-load. (This happens from time to time and causes intermittent site breakage, for one or several sites; though it's uncommon for this sort of thing to cause ~days-long issues.)

I do not use other browsers - but I tested using Microsoft Edge - same problem.

Thanks for testing Edge - that confirms that this isn't a Firefox-specific issue, and adds support to the theory about there being some breakage upstream of your browser (i.e. network/datacenter issue).

(If you have any other computers on your local network, it might be interesting to test them as well, just as an additional data-point.)

If you do not think this is a 'Firefox' or 'Core' issue, then I would appreciate you choosing the correct place to post as a bug.

It's clearly not a Firefox or Core issue, since Edge is also affected.

I was suspecting it was an issue with your ISP or some router upstream of them, i.e. just a hiccup in the internet which nobody at Mozilla has the power to fix & which will hopefully resolve itself; that's why I closed it.

Though I suppose it could be an issue with the support.mozilla.org hosting provider. I'll recategorize to the general support.mozilla.org bug component; perhaps someone there might know what's going on or have further suggestions.

Are you aware of any issues with the support.mozilla.org server which may explain this ongoing problem?

I'm not familiar with the details/day-to-day operations of support.mozilla.org; I just happen to work on Firefox's layout engine (the stuff tracked in Core::Layout) which is why I ran across this bug.

Comment 6

[Alice Wyman]

Other contributors are reporting this in SuMo Community discussion, including me. For details, see:
https://support.mozilla.org/en-US/forums/contributors/715573 Can no longer load pages on the support forum with my cor-el account.

Comment 7

[Alice Wyman]

Attachment: SUMOpageload.png

Screenshot showing the page-load issue using SeaMonkey. The problem also exists using Firefox, Google Chrome and Microsoft Edge browsers.

Comment 8

[Tasos Katsoulas [:tasos]]

On the 14th of February, SUMO migrated from a kops Kubernetes cluster to EKS. Although the migration went fine, we are seeing that some connections are dropped after the idle-timeout value at the load balancer. This doesn't seem to be an application specific problem. I believe there's also a ticket with AWS support. I will leave this bug open and update here any new developments for visibility.

Comment 9

[Matt]

It is another 2 days since the last comment and SUMO is still basically unusable. I have given up trying. It is showing threads so incomplete that they are days out of date, yesterday clicking on "post a reply" SUMO did not even show the comment from the email I clicked the reply button in. Today it is days (19th February here), comments end on the 17th. Other topics simply have no content at all. Despite Firefox thinking, the page is fully loaded.

I have no idea what is happening at Amazon, but having a support site that is unusable for days on end post upgrade does not inspire confidence in the products we are supporting. This is really a public relations issue, the public face of Mozilla to those who are already having issues does not work.

Comment 10

[jscher2000]

On some threads, cancel/reload once or twice resolves it. Others, no, it's impossible to get the whole thread or a functional reply box in any amount of time or retries. I've started resorting to private messages in some cases.

Is it a coincidence that problem threads usually seem to have a giant amount of "Additional System Details"? Is there a way to A/B whether that is a factor?

Comment 11

[Alice Wyman]

(In reply to jscher2000 from comment #10)

Is it a coincidence that problem threads usually seem to have a giant amount of "Additional System Details"? Is there a way to A/B whether that is a factor?

These questions load very slowly and "Question details -> More system details -> Additional system details" has a lot of troubleshooting data:

https://support.mozilla.org/questions/1368501
https://support.mozilla.org/questions/1368514

It might be one factor but "Additional system details" does not have a lot of data in these other threads that are slow to fully load:
https://support.mozilla.org/questions/1364418
https://support.mozilla.org/questions/1367633
https://support.mozilla.org/questions/1367344
https://support.mozilla.org/questions/1367355

Comment 12

[Krzysztof]

Also Localization Panels like https://support.mozilla.org/pl/localization/most-visited-translations always end up unfinished.

Comment 13

[Wayne Mery (:wsmwk)]

Today, I'm consistently seeing this problem with https://support.mozilla.org/en-US/questions/1359535 and several other links - tried both Firefox and Safari.

kiki posted https://support.mozilla.org/en-US/forums/contributors/715573?last=82890 in matrix

Comment 14

[Wayne Mery (:wsmwk)]

(In reply to Wayne Mery (:wsmwk) from comment #13)

Today, I'm consistently seeing this problem with https://support.mozilla.org/en-US/questions/1359535

most topics load OK, but the above is consistently problematic.

If I just let it sit for a long time more bits appear - but mostly the page never totally loads
17:23:37.175 GEThttps://static-media-prod-cdn.itsre-sumo.mozilla.net/static/search.fb5914989a50d0213cbb.svg
17:23:37.178 GEThttps://static-media-prod-cdn.itsre-sumo.mozilla.net/static/reader-mode.1d40422a5274c27cf558.svg
17:23:37.178 GEThttps://static-media-prod-cdn.itsre-sumo.mozilla.net/static/blog.054767b5bcdb9d33e8fc.svg
... after one minute ...
17:24:24.460 GEThttps://static-media-prod-cdn.itsre-sumo.mozilla.net/static/more-vertical.2fa2f19e998bdf64421f.svg
17:24:24.473 GEThttps://static-media-prod-cdn.itsre-sumo.mozilla.net/static/icon.questionmark.87bdf197be9592197044.png

That's it, but I know there is more replies in the topic that haven't been received.

Comment 15

[Kelimutu [:kiki]]

Hi folks,

Leo reported that the migration should be done successfully. Please report here or in the contributor forum if you still experience issue with the response time.

Thanks!

Comment 16

[Kelimutu [:kiki]]

@Leo Do you want to keep this one open until we figure out the EKS issue or should we resolve it once the others confirm if the issue has been solved?

Comment 17

[Leo McArdle [:leo]]

Yes, let's leave this open until we fix the underlying problem in EKS and migrate back successfully.

Comment 18

[Kelimutu [:kiki]]

(In reply to Leo McArdle [:leo] from comment #17)

Yes, let's leave this open until we fix the underlying problem in EKS and migrate back successfully.

Ok. Let's keep this one open, then.

Comment 19

[Stans]

It's looking good on my end.

Comment 20

[Wayne Mery (:wsmwk)]

I still see delays - not endless though.

Comment 21

[Stans]

(In reply to Wayne Mery (:wsmwk) from comment #20)

I still see delays - not endless though.

I had to clear cookies and sign back in, because it wouldn't even finish signing in the first time.

Comment 22

[Emil Ghitta, QA [:emilghitta]]

Hi everyone!

Wondering, is this issue still reproducible on your end?

Thank you!

Comment 23

[Anje]

All seems ok at the moment.

Comment 24

[Stans]

Nope. I haven't experienced this since its reporting here. All good on my end.

Comment 25

[Emil Ghitta, QA [:emilghitta]]

Thank you!

I'm going to close this ticket as fixed.