417243 - Never ending software updates for Firefox 2.0 then system restarts over and over again

Status: VERIFIED WORKSFORME

Description

[Lauren]

User-Agent:       Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127 Firefox/2.0.0.11
Build Identifier: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127 Firefox/2.0.0.11

A window comes up that forces the computer to install and update of Firefox 2.0.  Then the next several times I try to open firefox it restarts my computer.  Multiple times in a row it will restart.  Then all of my saved bookmarks are gone and it starts all over again installing google toolbar and something about page rank. 

Reproducible: Always

Steps to Reproduce:
1. The window pops up for firefox update 2.0
2. I minimize it or click install later
3. Then the next several times I try to open Firefox it restarts my computer.


Expected Results:  
The software is already updated and installed, this is a bug.  Also, it should allow me to decline the update.  Instead, it does it no matter what I do.  I do not want the update and the restarting of my computer, over and over again.  This is a business computer, and I cannot have a virus, bug, or defective software.  It is a waste of time, it looses valuable stored information, and inconveniences me.

I am using Windows XP professional.  I was having some serious problems with internet explorer and use mozilla on my home pc, so I installed it at work, I've never had a problem with it before.  It can't be a defective software I downloaded because repeatedly I have uninstalled it and re-downloaded and installed it again from the website.  Most of the time this happens when no other programs are running, although it does it when other programs are running too, causing me to loose valuable data.

Comment 1

[Matthias Versen [:Matti]]

Do you get a restart from Firefox with a dialag that Firefox needs to restart your system or do you get a Blue Screen with an automatic reboot or does it just reboot without prompting you for that ?

Comment 2

[Henrik Skupin (:whimboo)]

No feedback from the reporter for the last three month => INCOMPLETE. Feel free
to reopen if you still see this issue and you can give more information.

Comment 3

[Lauren]

THe feedback was sent via email.  No help was given to me, so I deleted mozilla firefox from my computer, removed it from my hard drive and resorted back to internet explorer as my sole and primary web browser.  Thanks to no help from any member of firefox's tech support staff.  I am very disappointed and enraged that such a large company can have such faulty and INCOMPETENT staff members.  You will loose a lot of business this way.  I have already removed the programs from 8 computers in my use.  3 at work, and 3 at home, and 2 at another residence.  The problem occured on all computers but none was worse than the problem on this computer.

Comment 4

[Henrik Skupin (:whimboo)]

Lauren, this is a bug tracking system. Any response should be made via this system. Private mail will sometimes land in spam folders or wont be received due to other reasons. You issue can only be tracked by all the other members or contributors when you give your comments here.

This bug is still INCOMPLETE due to missing information from your side. Please give us the missing answer and reopen this bug or leave it alone if you are not interested in this product anymore. 

Comment 5

[Lauren]

Comment #1 [reply] Matthias Versen (matti)  2008-02-13 07:51:32 PDT 
Do you get a restart from Firefox with a dialag that Firefox needs to restart
your system or do you get a Blue Screen with an automatic reboot or does it
just reboot without prompting you for that ?


ANSWER:
What happens is all of a sudden a pop up window comes up saying to install the update, and it says to either install it now or later.  No matter what I click (and I've tried several different things) it automatically restarts my computer the next time I open firefox.

Comment 6

[Lauren]

Also, don't email me if you don't want me to respond by email.  That just doesn't make any sense.

Comment 7

[Kevin Brosnan]

Won't fix is for developers to set policy. Incomplete is currently the best resolution.

You receive emails to keep you informed about changes to the bug. When you email a single person only that person gets the information in your email, this is bad because there are several people involved in this bug. By commenting on the bug all interested people are contacted.

Comment 8

[Henrik Skupin (:whimboo)]

(In reply to comment #6)
> Also, don't email me if you don't want me to respond by email.  That just
> doesn't make any sense.

And just a further note: I believe that you have hit reply to the message you got from the bug tracking system. In that case your answer was lost because the mail daemon doesn't react on incoming mail. So it's not a fault on our side.

If you want to give it a further try please do. We would be glad about. It's your decision.

Comment 9

[Matthias Versen [:Matti]]

For your information:
Support or help questions are invalid as bug report. We often try to help here but you can not expect it but it also requires some technical knowledge and work on your side: For normal help questions use http://support.mozilla.com or other help Forums like the one at mozillazine.org. The community often helps there but you can not expect it.

In a short summary : You used a technical bug tracking system for your help request (wrong) , after that you didn't read the email (that also contained my comment as notification) and used a reply mail as answer.
The top of such a mail contained something like this :
>Do not reply to this email.  You can add comments to this bug at
>https://bugzilla.mozilla.org/show_bug.cgi?id=417243

But you didn't see the errors YOU made, you just abuse people working here in there free time on this project as "INCOMPETENT". Sorry to tell you that but YOU are incompetent if you expect to get help from people helping in their free time.

Comment 10

[Lauren]

First of all, this is the worst "technical bug tracking system" I've ever seen, and I think it is the most flawed and unuseful, unhelpful, technology in use today.  There has not been one single peice of useful information gained from this communication.  I truly believe that you "technicians" are poorly trained in every aspect of your jobs.  Obviously, you have no customer service skills, no people skills, no communication skills, and certainly no computer technology skills, otherwise, this BUG would have been addressed and corrected months ago.

I was "unresponsive" because I gave up on trying to get my bug fixed by you people since you don't know what you're doing.  I explained the problem very thoroughly, and it is in fact a BUG and I do not need HELP here.  I need my BUG to be FIXED.  But, I can reasily tell from all of this back and forth, that you people know nothing about your own software and how to fix its problems.

This entire "bug tracking system" in completely and totally user UNfriendly.  I have stopped using mozilla months ago and taken it off all of my computers since this process started with you.  That's how it works in the real world.  You are unsatisfied with a product, it has bugs that cause you to loose important documents and files, you try to get a technician to fix the bug, and they can't and won't, so you delete the program and use something else.

I really don't think this needs to be discussed any more unless someone is going to offer a solution to the bug.  If you can provide a bug fix, then please do.  If not, then I don't need nor care to hear what you have to say.

I have never seen a company allow it's employees to call their own customers INCOMPETENT, but I can't say that I'm shocked, because this company is very unprofessional and will be failing fast.  It's already become obselete to other better more effective software programs.

The only kind of help that I expect from you, is for you to fix the bug that your software caused.

Comment 11

[Henrik Skupin (:whimboo)]

(In reply to comment #10)
> I really don't think this needs to be discussed any more unless someone is
> going to offer a solution to the bug.  If you can provide a bug fix, then
> please do.  If not, then I don't need nor care to hear what you have to say.

Claiming other people to be incompetent in solving existing issues isn't the right way when asking for support. I don't want to raise the discussion again but you still should think about the content you have delivered here. There is mostly nothing as false accusation. Real and helpful information isn't given until now. 

Marking as VERIFIED because we won't get a good conversation here.

Comment 12

[Lauren]

If you take two seconds to read the report, you would see that you have just contradicted yourself here, and really made your argument quite null and void.  I started this by giving 'real and helpful information' and was answered via email which i responded to.  That person (matti) did not clarify that I needed to respond via this webpage and not email.  Then, after no response on this webpage for three months, or apparently after matti discarded my email, or according to Henrick, the email was lost, which no one bothered to tell me, I gave up on it, and then found out that it was still going on.  So I resumed the discussion, only to be met with rudeness and arrogance from you all and blame placed on me, the user.  

Also, I am not asking for support, I am reporting a bug that your software has.  Still, after all of this back and forth, none of you "technicians" (or whatever your made-up job titles are), know how to fix this, nor can any of you offer any REAL and HELPFUL information to the fixing of this bug.

I really can't believe the way I'm being treated here.  I really hope that some supervisor or manager is reading all of the back and forth here.  

You know what else, both of you seem to dislike being called incompetent, but NEITHER of you are doing anything to PROVE ME WRONG!  So, I stand by my word, the proof shows that all you seem to be able to do is shift the blame around to me, without actually taking the initiative and be proactive enough to fix the problem which is why we are all here in the first place.

Comment 13

[Lauren]

Matthias Versen (matti)  2008-05-06 15:59:58 PDT 
Sorry to tell you that but
YOU are incompetent if you expect to get help from people helping in their free
time.

I guess I should have known better than to expect help from the place I was told to go to to get help in fixing my bug...geez, next time I'll just try hitting my computer with a hammer and maybe that will work better.  What was I thinking going to the bug reporting website to get help.  Wow, I really must not know what I'm doing here.  And I guess that means that mozilla firefox is incometent too for showing me steps to get to this website and showing me how to report a bug.  Wow, calling your own company incompetent. 

Comment 14

[Majken Connor [:Kensie]]

Lauren,

You're right about being shown this website. What you *should* have found was http://support.mozilla.com I realize you've said you're not looking for support, but support is actually incredibly helpful when used to assist with bug reporting. Not only can support help you figure out all the necessary details to file a more effective bug report, they can actually walk you through making changes or restoring settings yourself so that Firefox is usable *right away.*  If you rely on the bug system, you won't get a fix until Firefox's code is updated, which, considering your issue, probably wouldn't happen successfully for you anyway.

If you are interested at all in giving Firefox another try, this document might help http://support.mozilla.com/en-US/kb/Updates+reported+when+running+newest+version . If you have any questions please start a forum thread, or drop by Live Chat when it's open (both are linked to from the sidebar on the article).  I think you'll find the experience there to be what you expected from here.  Otherwise, obviously you need to use the browser that works for you.

Comment 15

[Lauren]

WOW!  Thank you Majken "Lucy" Connor.  That was helpful, and very informative.  It also, could very well be the bug fix I've been looking for.  I'll try following the steps on this http://support.mozilla.com/en-US/kb/Updates+reported+when+running+newest+version link, and see if it fixes the problem.

Henrik Skupin and Matthias Versen (matti) should pay attention and try to learn something from you.  

Thank you Lucy, thank you very much.  :)  I really appreciate it.

Thank you.

Comment 16

[Henrik Skupin (:whimboo)]

At least this is WFM. The resolution FIXED is only used for bugs with attached patches.