265815 - talkback appears to function but does not send report

Status: RESOLVED EXPIRED

(Core Graveyard :: Talkback Client, defect)

Description

[Keith Gable]

User-Agent:       Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.3) Gecko/20041021 Firefox/1.0
Build Identifier: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.3) Gecko/20041021 Firefox/1.0

I've never had talkback work for me, even in the Netscape days. That said, every
time I try and report something, it does receiving/sending/closing/connecting
****, for a little while, and then it says "receiving" and ceases to work. It
doesn't report it at all.

---------------------------
Mozilla Quality Feedback Agent
---------------------------
The Agent is unable to connect to the server. Please check your Proxy Server
settings or try again later.
---------------------------
OK   
---------------------------


But I'm not behind a proxy server! I'm behind a NAT, but it's not a proxy, and
nobody said I had to open up ports >_<

Reproducible: Always
Steps to Reproduce:

Actual Results:  
incident not sent

Expected Results:  
incident sent

Comment 1

[Keith Gable]

I can verify that my report is not getting sent. If you want to, I used the
[e-mail] e-mail address.

Comment 2

[Hermann Schwab]

If the server talkback sends to is down, talkback disconnects.
It should retry later, next time you start the browser.
After the report is transferred, talkback gets a talkback ID.

I use an older version of ZoneAlarm as personal firewall, and I get asked if
Firefox is allowed to use the Internet, butthis permission doesn´t extend to
talkback, when talkback starts, I get asked separately.
Is talkback allowed to connect to the internet in your personal firewall, maybe
the XP one?

I don´t use WinXP, so I can´t help further.

You can ask in this forum (no account needed):
http://forums.mozillazine.org/viewforum.php?f=38

To see the talkbackIDs or start sending the report manually, open talkback.exe
in the Firefox\components\ directory.

To see the receiving end, or what your TalkbackId translates to, look at:
http://talkback-public.mozilla.org/talkback/fastfind.jsp

Comment 3

[Harvey Partridge]

Agnitum Outpost Firewall allows communication, but same problem occurs at
Mozilla startup, and at manual sending for last 3 days now. Talkback server is
up and running.

(In reply to comment #2)
> If the server talkback sends to is down, talkback disconnects.
> It should retry later, next time you start the browser.
> After the report is transferred, talkback gets a talkback ID.
> 
> I use an older version of ZoneAlarm as personal firewall, and I get asked if
> Firefox is allowed to use the Internet, butthis permission doesn�t extend to
> talkback, when talkback starts, I get asked separately.
> Is talkback allowed to connect to the internet in your personal firewall, maybe
> the XP one?
> 
> I don�t use WinXP, so I can�t help further.
> 
> You can ask in this forum (no account needed):
> http://forums.mozillazine.org/viewforum.php?f=38
> 
> To see the talkbackIDs or start sending the report manually, open talkback.exe
> in the Firefox\components\ directory.
> 
> To see the receiving end, or what your TalkbackId translates to, look at:
> http://talkback-public.mozilla.org/talkback/fastfind.jsp
> 
> 
> 
> 

Comment 4

[Joshua Nixon]

i have been having a similar issue: tried allowing talkback specifically in the
winXP firewall but it never connects. same error as originally reported in this bug.

Comment 5

[csalsa]

I have had FireFox 1.0.2 crash twice on me (once with some 15 tabs open and
browsing and another when updating an extension). On both occassions talkback
data was collected but the talkback application has not been able to send it.

I use a modem dialup and I have checked my firewall logs, I do not have a proxy
and I have been able to ping the talkback server (ip address taken from firewall
log). My computer runs Windows XP Pro (SP2 + patches). Has anyone else had this
problem?

With the first incident I could see data being uploaded and then the talkback
connection would fail and a dialog saying 'The Agent is unable to connect to the
server'. This was repeatable. After 3 days (unsure of period) the incident
disappeared (and talkback is not set to delete incidents).

The second time FireFox crashed, talkback collected data but it refuses to make
a connection. A manual send fails immediately and I get the same error
message'The Agent is unable to connect to the server'.

Both crashes trigger the Microsoft Error Reporting service and crash data was sent. 

Comment 6

[timeless]

in theory (because i did it for one person in practice), if you zip
%appdata%\talkback i may be able to give you incident ids (please don't expect
them immediately, there's a queue, and i have other things to do).

Comment 7

[csalsa]

(In reply to comment #6)
> in theory (because i did it for one person in practice), if you zip
> %appdata%\talkback i may be able to give you incident ids (please don't expect
> them immediately, there's a queue, and i have other things to do).

I have tried to email the talkback crash reports as you suggested.  However, my
email client (hotmail) cannot deliver to your email address.  Where to go from here?

Comment 8

[Jay Patel [:jay]]

csalsa:  Others have also seen problems when submitting their incidents, but
your crashes were probably sent in ok and are in out database (see bug 210251
and bug 189702 for more info).  I can look up the incidents if you specified an
email address or remember any urls/comments you included after the crashes.  If
you can email me with that info, I can look it up (or you can try yourself at
http://talkback-public.mozilla.org ...just search by url or comments).  Thanks.  

This is most likely a dup of one of the bugs I just mentioned...unless we can
figure out if the reporters problems are due to his NAT/Firewall setup.

Comment 9

[csalsa]

(In reply to comment #8)
> csalsa:  Others have also seen problems when submitting their incidents, but
> your crashes were probably sent in ok and are in out database (see bug 210251
> and bug 189702 for more info).  I can look up the incidents if you specified an
> email address or remember any urls/comments you included after the crashes.  If
> you can email me with that info, I can look it up (or you can try yourself at
> http://talkback-public.mozilla.org ...just search by url or comments).  Thanks.  
> 
> This is most likely a dup of one of the bugs I just mentioned...unless we can
> figure out if the reporters problems are due to his NAT/Firewall setup.

Just for the record, here are two lines from my firewall log.  Everything looks
normal and there is no records of failures with talkback.mozilla.org.  I am
using Agnitum Outpost firewall.

5:42:26 PM  svchost.exe   OUT  UDP  203.12.160.35        DNS   
                                    203.58.21.87  1613         _Allow DNS (UDP)
5:42:26 PM  talkback.exe  OUT  TCP  talkback.mozilla.org HTTP  
                                    203.58.21.87         3446  Browser HTTP
connection

Is it possible for the connection to be closing before the response is sent
back?  Due to network latencies?  I have no idea on how to test.  I put the
output of a trace route below.

tracert -w 10000 talkback.mozilla.org

Tracing route to mothra.mozilla.org [207.126.111.208]
over a maximum of 30 hops:

  1   296 ms   200 ms   200 ms  syd-ts18-2600.tpgi.com.au [202.7.209.209]
  2   200 ms   200 ms   200 ms  syd-ibo-cup-1-vlan-2.tpgi.com.au [202.7.209.1]
  3   180 ms   199 ms   200 ms  syd-ibo-zeu-1-ge-9-0.tpg.com.au [203.12.160.32]
  4   200 ms   200 ms   200 ms  tpg-anc-vlan-int.tpg.com.au [202.7.167.131]
  5   360 ms   360 ms   350 ms  po2-1.gw1.nrt4.asianetcom.net [202.147.55.110]
  6   370 ms   360 ms   360 ms  Abovenet.POS3-2.gw1.nrt2.asianetcom.net
[203.192.129.42]
  7   570 ms   390 ms   380 ms  so-3-2-1.cr1.sjc3.us.above.net [64.125.30.10]
  8   410 ms   390 ms   400 ms  so-6-3-0.mpr3.sjc2.us.above.net [64.125.27.105]
  9   390 ms   380 ms   380 ms  so-5-0-0.mpr3.pao1.us.above.net [64.125.28.142]
 10   410 ms   400 ms   390 ms  208.185.168.173.meer.net [208.185.168.173]
 11     *        *        *     Request timed out.
 12   400 ms   470 ms   390 ms  mothra.mozilla.org [207.126.111.208]

Trace complete.

Comment 10

[timeless]

i should have been clearer, please attach it to this bug.

Comment 11

[csalsa]

Attachment: Talkback crash reports

Attached talkback crash reports as I am having problems sending reports. 
Comments below suggest reports are being recieved but the confirmation is being
lost.

Comment 12

[Keith Gable]

Attachment: Talkback crash reports

Well, I have bad news and good news.

The good news is that I've switched to Linux. The bad news is that I can't boot
back into Windows to send the talkbacks again.

BUT -- I do have my old Windows drive mounted. So here's
/mnt/windows/%AppData%/Talkback. ^_^. (Windows won't boot off the drive, STOP
error).

And here's a brief explaination of my network setup. 192.168.0.1 is the gateway
for 192.168.0.4 (me) and 192.168.0.3 (other machine). 192.168.0.1 sits on the
other side of a POS Belkin WLAN router as the "Internet" connection (it's where
a DSL modem would go). The router's IP is 192.168.0.254, and the gateway
functions are turned off (it's basically only acting as a switch now). I've
tried making it where the host ICS computer plugs in as a regular client and
the router is configured to act normally, and didn't work. I've also tried
plugging it in a regular port and making the router not behave as a gateway,
and it didn't work.

It's possible these are getting sent, and talkback is just confused. Not sure.

Comment 13

[Gervase Markham [:gerv]]

This is an automated message, with ID "auto-resolve01".

This bug has had no comments for a long time. Statistically, we have found that
bug reports that have not been confirmed by a second user after three months are
highly unlikely to be the source of a fix to the code.

While your input is very important to us, our resources are limited and so we
are asking for your help in focussing our efforts. If you can still reproduce
this problem in the latest version of the product (see below for how to obtain a
copy) or, for feature requests, if it's not present in the latest version and
you still believe we should implement it, please visit the URL of this bug
(given at the top of this mail) and add a comment to that effect, giving more
reproduction information if you have it.

If it is not a problem any longer, you need take no action. If this bug is not
changed in any way in the next two weeks, it will be automatically resolved.
Thank you for your help in this matter.

The latest beta releases can be obtained from:
Firefox:     http://www.mozilla.org/projects/firefox/
Thunderbird: http://www.mozilla.org/products/thunderbird/releases/1.5beta1.html
Seamonkey:   http://www.mozilla.org/projects/seamonkey/

Comment 14

[Gervase Markham [:gerv]]

This bug has been automatically resolved after a period of inactivity (see above
comment). If anyone thinks this is incorrect, they should feel free to reopen it.