While most firewalls will show a allow/deny dialog after a Firefox update, others like Norton Internet Security will silently block the new program. This leads users to believe that there is something wrong with their updated version of Firefox (1.0.n worked, 1.0.n+1 doesn't, so 1.0.n+1 must be broken). Furthermore, Firefox's loopback connection can appear suspicious to users, and they may block it. We need to include information on how to configure specific firewalls in the help documentation. The page in the documentation could be linked to from the relevant XUL error pages. Some relevant info: Bug 270084 comment 5, Rafael Ebron on unconfigured firewalls: > Turns out that this is the number one call driver to our phone support partner. MozillaZine forum thread: How to configure Norton Internet Security (NIS) http://forums.mozillazine.org/viewtopic.php?t=259337 Viewed 25,200 times since May 1st, 2005 MZ Knowledge Base article: Error loading any website http://kb.mozillazine.org/Error_loading_any_website Viewed 7,862 times since August 26th, 2005
Created attachment 196457 [details] draft Here's a draft with some information on NIS that I pulled out of http://forums.mozillazine.org/viewtopic.php?t=259337 . Not having NIS, I can't verify it.
Assignee: help.viewer → nobody
Component: Help Viewer → Help Documentation
Product: Documentation → Firefox
QA Contact: danielwang → help.documentation
Created attachment 196853 [details] draft - NIS and Windows Firewall Added a section on the Windows Firewall. It'd be quite useful to have some numbers for firewall market share, but I couldn't find any recent data.
Attachment #196457 - Attachment is obsolete: true
Providing help for specific firewall products may be necessary, but that doesn't make it a good idea. What happens for less-used firewalls? Also, the nature of this problem requires that any such documentation be static, built-in documentation which can't be updated except when Firefox itself is updated. Finally, the documentation would really only be maintainable by people who actually use these firewalls, and I very much prefer that any documentation we have be maintainable by more people than just these. Obviously we need to do something here, but I hope we don't have to fix it the way this bug suggests. Darin, is there any way to tell the user (preferably by some method other than a random alert box) after an update is completed that his firewall configuration may need editing and that he should consult his firewall's help documentation on exactly how to do this? It's arguably us punting the problem, but if such a notification adequately addresses the problem for most people I'd prefer it.
Maybe we shouldn't try to include specific information on every possible firewall, but it's urgent to include at least generic information that covers the most common scenarios. Not only is this a frequent issue, but it's one that users have a lot of trouble solving, or even believing. As a minimum, the documentation should include the following possible reasons for a firewall problem: > Each version of a program is considered to be a different program from the previous version. Any firewall must be specifically configured to allow Internet access by a new version. > Some firewalls have errors in their uninstallation programs, so the firewall continues to run without the user's knowledge. [In the case of ZoneAlarm, I believe the Windows "Add or Remove Programs" feature uninstalls only the user interface but not the TrueVector monitor (vsmon). (See http://forums.mozillazine.org/viewtopic.php?p=2221868#2221868 and http://forums.mozillazine.org/viewtopic.php?p=2223691#2223691 for a recent example.) > There may be more than one firewall program running simultaneously, of which the user is unaware. > Some popular firewall programs have known errors. > The user may have inadvertently configured the firewall to silently block Internet access by Firefox. > For further information consult your firewall Help documentation or the manufacturer's Web site. Symantec has FINALLY added Web support for this problem, so it's now reasonable to refer users to manufacturers' Web pages. I would say it's not only a good idea, it's essential. Since the problem disables the browser, I would bump this bug in severity if it were not an enhancement request.
(In reply to comment #3) > Darin, is there any way to tell the user (preferably by some method other than > a > random alert box) after an update is completed that his firewall configuration > may need editing and that he should consult his firewall's help documentation > on > exactly how to do this? This is a first-class idea. It's good enough that I stole it for bug 335289. I think it's better, however, that users consult Firefox messages or documentation first. Firewall Web sites are not likely to mention the gotchas, such as firewall supposedly "uninstalled" but still active.
Moving over to sumo...
Component: Help Documentation → Knowledge Base Articles
Product: Firefox → Sumo
QA Contact: help.documentation → kb-articles
and marking WFM, as there's plenty of information there.
Status: NEW → RESOLVED
Last Resolved: 11 years ago
Resolution: --- → WORKSFORME
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