531351 - Update failure, when requested to restart Firefox, get error message.

Status: RESOLVED WORKSFORME

(Toolkit :: Application Update, defect)

Description

[Johnny Lee]

User-Agent:       Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.1.5) Gecko/20091102 Firefox/3.5.5 (.NET CLR 3.5.30729)
Build Identifier: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.1.5) Gecko/20091102 Firefox/3.5.3 (.NET CLR 3.5.30729)

This has happened 3 or 4 times on my sister's HP DV6325us Laptop ever since we bought these laptops in April 2007(I have one too). This latest was update from 3.53 to 3.55, I have to completely remove Firefox, using "Revo Uninstaller". Then go to Firefox website, download and re-install. I always forget to backup the bookmarks, so I lose them.(My bad!) It has not ever occurred on my laptop. The errors haven't been the same, just haven't been able to update her laptop with Firefox the normal way I do mine. No other software update problems...

Reproducible: Didn't try

Steps to Reproduce:
But I have attempted, and tried the upgrade instructions over and over, at least ten times, for each occurrence. Before I removed and re-installed.


Actual Results:  
?

Comment 1

[Johnny Lee]

Attachment: Hardware report using CPU-Z

This is not a crash, but a failure to update. Hope this hardware report helps? This is actually from my laptop, will get a report from hers this weekend. 
Thanks in advance!
Johnny Lee

Comment 2

[Robert Strong (they/them - no direct email)]

What was the error message that was displayed?
Please attach the last-update.log and backup-update.log to this bug which will typically be available in
%LOCALAPPDATA%\Mozilla\Firefox\Mozilla Firefox\updates

Comment 3

[Johnny Lee]

Best as I can remember... something about "There seems to be another copy of Firefox running, please close and restart Firefox." No other copy of Firefox was running, at least not that I could find. Then when I restarted, it would loop back to the same message. I also couldn't find "last-update.log and backup-update.log", Revo removed them I'm sure. Thanks again, maybe I can get the logs next update/error, if there is one. The new download is working fine right now. I turned off the auto-update. Will do it manually.
Thanks again...
Johnny Lee

Comment 4

[Robert Strong (they/them - no direct email)]

That error means that there was a file in use and we don't currently support updating files that are in use (that's bug 466778). Chances are either another app had one of Firefox's files open though it is possible for a second user to open Firefox.