1909697 - Explain Windows-only "The installation seems to be incomplete/corrupt. Please check your hardware and disk setup and/or re-install." [Desktop 130]

Status: RESOLVED FIXED

(support.mozilla.org :: Knowledge Base Content, task)

Description

[Jens Stutte [:jstutte]]

Attachment: Corrupt.png

Did you check out the steps and FAQs for submitting requests to the CX content team? (yes or no)? yes

**Note: Learn more at https://mozilla-hub.atlassian.net/wiki/spaces/MSS/pages/21430745/Mozilla+Support+Content **

IMPORTANT NOTICE: FOR TIMELY PUBLICATION, CONTENT REQUESTS MUST BE SUBMITTED AT LEAST 14 DAYS BEFORE THE RELEASE DATE, ENABLING THE SUMO TEAM TO MAKE THEM LIVE WITHIN 48 HOURS POST-RELEASE. PLEASE ENSURE THAT ALL SUBMITTED INFORMATION, INCLUDING FEATURE DETAILS AND VISUAL ASSETS, IS FINAL. IN THE EVENT OF ANY UNFORESEEN CHANGES OR DELAYS NECESSITATING A PUSH TO A SUBSEQUENT RELEASE, PROMPTLY INFORM US TO PREVENT PUBLISHING AS PER THE ORIGINAL SCHEDULE.

Content access restriction: Is the content restricted to staff or under embargo (yes or no)? no

Note: If yes, ensure ‘Advanced Fields’ are visible by selecting ‘Show Advanced Field’ at the top right, then scroll to ‘Security’ and check ‘Confidential Mozilla Employee Bug (non-security)’.

Attention: Any content not marked as confidential will be accessible to both NDAd and non-NDAd contributors with a Bugzilla account. Drafts for non-confidential content will also follow the same access policy, being open to comments for anyone with the link. Non-confidential Bugzillas can benefit from contributions by community contributors, while confidential Bugzillas will be handled exclusively by staff.

Product (ensure to select only one product for each ticket. If your request involves multiple products, file an individual Bugzilla for each)

Choose one below and delete others. [REQUIRED]
Firefox for Desktop (Windows)

Select the type of request.

Choose one or more below and delete others. [REQUIRED]
KB content update/ new content

Please summarize the request, emphasizing any user-facing changes. Include historical context or background information if it helps users understand the new features or changes.

Bug 1471720 introduces two English-only messages that can happen on fatal errors during start and cannot be localized due to being so early during start and the omni.ja containing localization is not available. In order to help people with what to do on those errors, we'd like to have some landing article that they can find via googling. The basic message is "The installation seems to be incomplete/corrupt. Please check your hardware and disk setup and/or re-install." but we might want to add some more suggestions on what to do, including encouraging people to file a comment on what they experienced on a yet-to-be created bug.

##Are the user-facing changes mentioned above for the production release, or is the feature/change experimental/ beta? (Production, Experimental or Beta) Production
**Note: Specify if the user-facing changes mentioned above are final, experimental, or in beta. This information is crucial for determining the appropriate support and documentation level needed. Please note that SUMO KB articles only support the production version for Firefox.

Are the new features or changes region-specific? Are they going to be released in a gradual rollout? No

**Note: Please confirm if these features or changes are limited to specific geographic regions and if they will be implemented gradually. Knowing this helps us tailor our documentation and support resources appropriately.

Please indicate if this is an on- or off-train release on, 130

**Note: If applicable, add the product version number to the end of the Summary field using the format: Summary [Product V123]. If this is an off-train release, please use the format: Summary [Product off-train].

What is the anticipated release date? September 3, 2024

Note: Content is typically published at, or within, 48 hours of the release.

Does the content need to be published prior to the release date? If so, when? August 19, 2024 (late beta 130)

Note: We see this error also in the beta population, so it might be nice to have it already at this earlier moment in time, if possible. But we are mostly worried about release.
Note: If you don’t let us know if this date changes, it will be published on this date

Does the content need to be localized in any languages outside of EN-US? If yes, please indicate which languages. As much as possible?

The purpose of this is to help people with understanding the English message right and give them some hints. We can probably prioritize according to our user base, of course. But I assume, automatic translation can help them, too.
Note: A minimum of 10 days is required for translation requests.

Please include any related JIRA/Github/Bugzilla tickets, documentation, demos or practical use cases.

Bug 1471720 introduces an error popup that happens only on Windows when a necessary file for startup is missing or corrupted. Its message must be English-only and deserves also some hints on what people can do in case, like:

• check if your disk is full
• check if the hardware is otherwise broken (memory, CPU)
• re-install from <here>
• tell us about what happened <here> (with pointer to a bug) such that we can learn about the underlying reasons.

Please include links to any design assets, visuals, figma files, etc. [REQUIRED]

Note: Ensure to submit only final visual assets relevant to the Production release, excluding Nightly or Beta images, and favor 'Light mode' UI screenshots over 'Dark mode'
See attachment.

Please add instructions for testing that will enable us to replicate the expected product behavior.

You can test the corrupted case with a local build by doing something like:
echo crap > D:/mozilla-source/mozilla-unified/obj-x86_64-pc-windows-msvc/dist/bin/browser/omni.ja
on the right directory before running (local builds usually do not have an omni.ja but will look for it there, you can just remove it after testing).
On a regularly installed Nightly you can probably identify and remove omni.ja from the installation directory, instead.
Note that we have two messages, one for the "corrupt" and one for the "incomplete" case.

Does the content need approval before publishing? If yes, identify the one approver responsible for this task.

Note: Minor changes such as string updates are directly handled in SUMO, and will not lead to the generation of a pre-publishing draft. [REQUIRED]
No, but I am happy to help with proof reading (though I'll be on PTO from next week for two weeks). Also :nika is probably able to help with questions.

Comment 1

[Jens Stutte [:jstutte]]

Bug 1909700 and bug 1909701 are meant to collect the new crash reports and comments from users, if they wish to help.

Comment 2

[Lucas Siebert]

Asana: https://app.asana.com/0/1203460865189761/1207879163708312/f

Comment 3

[Jens Stutte [:jstutte]]

(In reply to Lucas Siebert from comment #2)

Asana: https://app.asana.com/0/1203460865189761/1207879163708312/f

I cannot access this link to give feedback, sorry.

Comment 4

[Jens Stutte [:jstutte]]

FWIW, we collapsed the monitoring for both variants on bug 1909700, please reflect this in the wording.

Comment 5

[Lucas Siebert]

Hey Jens! Got the draft ready—mind giving it a quick once-over before we go live? Tried to keep it non-techy and easy to read, but let me know if I missed anything from the bug or if there’s anything you’d change. Thanks a ton!
https://docs.google.com/document/d/1QNDLIGG7vJn5xwZM7PmEFsU7AB9ngcdnrMHYn7pC7TU/edit

Comment 6

[Jens Stutte [:jstutte]]

(In reply to Lucas Siebert from comment #5)

Hey Jens! Got the draft ready—mind giving it a quick once-over before we go live? Tried to keep it non-techy and easy to read, but let me know if I missed anything from the bug or if there’s anything you’d change. Thanks a ton!
https://docs.google.com/document/d/1QNDLIGG7vJn5xwZM7PmEFsU7AB9ngcdnrMHYn7pC7TU/edit

Thanks! I left some comments and additions, let me know what you think.

Comment 7

[Lucas Siebert]

Appreciate the quick feedback, Jens! 🙏 I’ve incorporated your suggestions, and the content is up and running. Feel free to check it out here: https://support.mozilla.org/en-US/kb/resolve-installation-error-windows. Let me know if anything needs adjusting!

Comment 8

[Alice Wyman]

A localizer has a question about the error message, which he posted in the article kbforum here:
https://support.mozilla.org/en-US/kb/resolve-installation-error-windows/discuss/12415

I don't understand why the article includes this wiki comment:
<!-- do not localize the error message -->

Is this a Firefox or Windows error message? I use a Mac, so I'm not very familiar with these types of messages ;-)