Closed Bug 1923561 Opened 4 months ago Closed 3 months ago

Hotmail webmail freezes after printing email in Firefox 128.3.0esr. Other tabs remain operational.

Categories

(Core :: Graphics, defect)

Firefox 128
defect

Tracking

()

RESOLVED DUPLICATE of bug 1898184

People

(Reporter: youngjane1118, Unassigned)

Details

(Keywords: webcompat:site-report)

Attachments

(1 file)

User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.15; rv:128.0) Gecko/20100101 Firefox/128.0

Steps to reproduce:

Opened my Hotmail.com email with Firefox and selected the Print function to print the email and/or save it as a pdf. The email prints and/or saves a pdf as expected. Firefox functions normally to this point.

Actual results:

After printing the email or saving it as a pdf, the tab becomes frozen. None of the Hotmail menu icons in that tab will work. I can't return to the inbox, I can't move the email, delete it, or select the next email, etc. I can't reload the page. The only function that works is the mouse. I can scroll up and down to view the content of the email in the frozen tab.

Other open tabs in FF are not affected while the tab with my email remains frozen, even if one of the other open tabs is for my Hotmail email. I can perform all normal email functions in the other open Hotmail tabs, but if I print an email from one of those other tabs, that tab will freeze just like the first one did.

Expected results:

After printing an email or saving it as a pdf, all the menu items and drop-down options for performing various tasks should have remained operational. The only solution is to close the frozen tab and start over.

Note: I tested this issue with my MacBook which is running Firefox 115.16.0. The Hotmail webmail freezing issue does NOT occur using this version of FF. This issue also does NOT occur with Safari.

The Bugbug bot thinks this bug should belong to the 'Firefox::Tabbed Browser' component, and is moving the bug to that component. Please correct in case you think the bot is wrong.

Component: Untriaged → Tabbed Browser

(In reply to BugBot [:suhaib / :marco/ :calixte] from comment #1)

The Bugbug bot thinks this bug should belong to the 'Firefox::Tabbed Browser' component, and is moving the bug to that component. Please correct in case you think the bot is wrong.

This bug is not about a tabbed browser issue. I do not know where the bug was placed originally, so I moved it to untriaged.

Component: Tabbed Browser → Untriaged

Could you try to record a profile before starting to print, and share it here?
https://profiler.firefox.com/

Flags: needinfo?(youngjane1118)

(In reply to Francesco Lodolo [:flod] from comment #3)

Could you try to record a profile before starting to print, and share it here?
https://profiler.firefox.com/

Greetings, I would be happy to do that but I do not know what that means or how to do it. I clicked the link above but I still cannot figure out what to do. If you can provide me with detailed instructions that would be very helpful.

Also, I failed to mention a very important detail. This issue only occurs with the Hotmail web-based email application. I can print with all other websites without my window or tab freezing afterward.

I initially contacted Microsoft for assistance because I assumed their email application had an update that was causing a glitch for Firefox 128 users. They would not help me since I am a Mac user. They suggested that I contact Firefox support for assistance.

Does this new information impact your request that I record a profile?

Flags: needinfo?(youngjane1118)

There are instructions linked in the page
https://profiler.firefox.com/docs/#/./guide-getting-started?id=getting-started

  1. Go to https://profiler.firefox.com/
  2. Click the button to Enable the profiler button. You will see the new icon in the toolbar
  3. Click Start recording
  4. Go to Hotmail, print an email
  5. The profiler button is blue while recording. Press it to stop recording
  6. It will open a new page, in the top right corner there's a button to upload a local profile

Once the upload is complete, you can share the link. What's unclear is if you'll be able to go past point 4.

(In reply to Francesco Lodolo [:flod] from comment #5)

There are instructions linked in the page
https://profiler.firefox.com/docs/#/./guide-getting-started?id=getting-started

  1. Go to https://profiler.firefox.com/
  2. Click the button to Enable the profiler button. You will see the new icon in the toolbar
  3. Click Start recording
  4. Go to Hotmail, print an email
  5. The profiler button is blue while recording. Press it to stop recording
  6. It will open a new page, in the top right corner there's a button to upload a local profile

Once the upload is complete, you can share the link. What's unclear is if you'll be able to go past point 4.

Thank you for the detailed instructions. I would not have been able to do it without your help. I uploaded the profiler information and it provided me with a link. I hope it takes you to the information you are looking for.

https://share.firefox.dev/4f6dLY6

Here are the steps I performed:
a) In the profiler recording, I opened an email.
b) I selected Print from the right side of the window's drop-down options.
c) Print preview opened with the content of my email.
d) I selected save pdf.
e) The email was saved as a pdf to my desktop with the default title, Firefox.pdf.
f) I went back to the window with my opened email.
g) I clicked on the X in the upper left corner of the email to get back to the Inbox view, but nothing happened. The window is frozen.
h) I clicked on several other menu buttons but nothing happened. The window remained frozen.
i) I ended the recording.

I hope this is helpful. Thank you for your assistance.

Thank you, we seem to be spending a lot of time on JavaScript JIT with CPU at 100%.

Moving to Core::Performance for getting more experts eyes on it (note: you will probably see an automated message asking to provide a profile, you can ignore it for now).

Component: Untriaged → Performance
Product: Firefox → Core

(In reply to Francesco Lodolo [:flod] from comment #11)

For general support question, please move the conversation to https://support.mozilla.org/questions/firefox where folks will be able to help.

(In reply to Francesco Lodolo [:flod] from comment #7)

Thank you, we seem to be spending a lot of time on JavaScript JIT with CPU at 100%.

Moving to Core::Performance for getting more experts eyes on it (note: you will probably see an automated message asking to provide a profile, you can ignore it for now).

I updated to Firefox 128.3.1esr. The freezing issue continues after the update. When a window or tab is opened to Hotmail's live.com webmail application, the window/tab freezes after printing an email or saving it as a pdf. No other open tabs or windows are impacted.

For further diagnostics, I experimented by opening an email, and in the drop-down options on the right I selected View, and selected Open in a new window. A new smaller window opened with my email in it.

I printed the email and the same freezing issue occurred in the new smaller window. The original window with my opened email in it remained fully active. All buttons were operational. I closed the new smaller frozen window and continued working in my original email window.

This workaround is faster and easier than having to close the original frozen tab/window, and open a new tab/window for Hotmail. Sometimes Hotmail is slow to load. This avoids that delay.

This bug was moved into the Performance component.

:youngjane1118, could you make sure the following information is on this bug?

  • ✅ For slowness or high CPU usage, capture a profile with http://profiler.firefox.com/, upload it and share the link here.
  • For memory usage issues, capture a memory dump from about:memory and attach it to this bug.
  • Troubleshooting information: Go to about:support, click "Copy raw data to clipboard", paste it into a file, save it, and attach the file here.

If the requested information is already in the bug, please confirm it is recent.

Thank you.

Flags: needinfo?(youngjane1118)
Attached file Copy of Raw Data.pdf
Flags: needinfo?(youngjane1118)

Thank you, I do not understand what you need me to do in the second bulleted item. I went to about:memory and there are 4 categories in boxes on the new window that opens. Each box has several active buttons that can be clicked. I have no idea what you want me to do. If you can provide me with more details that would help. Also, when you say attach it to this bug, will the memory dump create a file on my desktop that I can attach, or is there some other method to do that?

For the 3rd bulleted item, I copied raw data to clipboard. It was a 40-page Word document that I made into a pdf and attached here. I hope I did it correctly.

I just discovered some additional information for you. The window/tab freezing issue is not limited to my Hotmail webmail. After submitting my reply above, I scheduled a bill to be paid through PNC Bank's online bill payment center. After printing the confirmation page for the scheduled payment, the window froze just like the Hotmail webmail application has been doing.

The last time I paid bills and printed a confirmation page was right before updating to FF 128.3.0esr. Everything worked perfectly at that time, so I assume the freezing issue is tied to the 128.3.0esr update, and it continues in 128.3.1esr. I have not encountered this problem when printing pages on other websites. So far it is just the Hotmail email webmail application and PNC Bank's online bill payment system.

(In reply to Francesco Lodolo [:flod] from comment #20)

I understand this can be frustrating, but there is a limited number of people and hundreds of bugs filed each week. The bug is open, and it will stay until someone can look into it. Adding more comments is not going to increase its priority (while sending emails to a lot of folks).

The responses to my initial bug report were very quick. I assumed it might be the same after the bug was moved to a different department, so I was not sure if my reply made it to the right department. Thank you for the explanation.

The profile in comment 6 shows that the nested event loop in nsGlobalWindowOuter::Print in the content process never finishes. Jonathan, can you take a look?

Status: UNCONFIRMED → NEW
Component: Performance → Graphics
Ever confirmed: true
Flags: needinfo?(jwatt)

Oh, note that this bug is about ESR 128. Maybe it got fixed in a more recent version of Firefox?

I see from the data in comment 15 that the print.prefer_system_dialog is set to true. If you go to about:preferences, find the print.prefer_system_dialog setting, and toggle it to false, does the problem still occur?

If that avoids the issue, then I would strongly suspect this is bug 1898184, which was recently fixed in Nightly (Firefox 133).

Flags: needinfo?(youngjane1118)

(In reply to Markus Stange [:mstange] from comment #23)

Oh, note that this bug is about ESR 128. Maybe it got fixed in a more recent version of Firefox?

Thank you for taking a look at this Markus. About 8 days ago I posted a comment that I updated to Firefox 128.3.1esr, but the freezing issue has continued. It appears that 128.3.1esr is the most current update at this time.

I added a second comment that same day to inform your team that the window/tab freezing issue is not limited to Hotmail webmail, as I recently discovered that my bank's online bill payment center webpage is also freezing after printing their bill payment confirmation page. The window freezes just like the Hotmail webmail application does after printing an email.

Some additional info - I experimented to see if the initial action of opening a Hotmail email in print preview before printing it is enough to cause the freezing issue, and it is. The freeze occurs at the very starting point of opening the email in Print Preview, regardless of whether I follow through with clicking Print (or save as PDF). I hope this is helpful.

Flags: needinfo?(youngjane1118)

With "more recent" I meant a non-ESR version, such as Firefox 131 Release. But Jonathan pointed out that the bug we know about is only fixed on Firefox Nightly 133 so far (if it really is that same bug) so it wouldn't be fixed on 131 either.

Could you answer Jonathan's question from comment 24?

If you go to about:preferences, find the print.prefer_system_dialog setting, and toggle it to false, does the problem still occur?

Oh there's a typo there - it should be about:config, not about:preferences. Can you try this please?

Flags: needinfo?(jwatt)

(In reply to Jonathan Kew [:jfkthame] from comment #24)

I see from the data in comment 15 that the print.prefer_system_dialog is set to true. If you go to about:preferences, find the print.prefer_system_dialog setting, and toggle it to false, does the problem still occur?

If that avoids the issue, then I would strongly suspect this is bug 1898184, which was recently fixed in Nightly (Firefox 133).

Thank you Jonathan (and Markus too), I changed the above-named preference to False and opened a new tab in Firefox for my Hotmail email, and it fixed the issue.

The Firefox print preview interface overlay opened. After using the interface to print an email, the Hotmail email window remained functional. It did not freeze. I printed the email a second time by scrolling down to the bottom of Firefox's print preview interface and clicking Print using system dialog. The Hotmail email window still remained functional afterward, so changing this preference has pinpointed the issue.

Note: I disabled Firefox's print preview interface 2 years ago because it was messing up the position of the headers and footers, especially when saving emails as PDFs which I often do. After changing the preference to False as you requested, the headers and footers were in the proper (default) position when printing an email, however, when saving the email as a PDF using Firefox's printer preview interface, the headers and footers were once again off the printed page. This can be avoided by clicking on Print using system dialog and saving it as a PDF in Preview. Having the print.prefer_system_dialog preference set to True eliminates that extra step, but there is the freezing issue to deal with.

The severity field is not set for this bug.
:bhood, could you have a look please?

For more information, please visit BugBot documentation.

Flags: needinfo?(bhood)
Status: NEW → RESOLVED
Closed: 3 months ago
Duplicate of bug: 1898184
Flags: needinfo?(bhood)
Resolution: --- → DUPLICATE
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