Closed Bug 552017 Opened 16 years ago Closed 15 years ago

New update will not install.

Categories

(Firefox :: Installer, defect)

Product:
Firefox
Component:
Installer
Platform:
x86
Windows Vista
Type:
defect
Priority:
Not set
Severity:
normal

Tracking

()

Status:
RESOLVED INCOMPLETE

People

(Reporter: aclem2004, Unassigned)

Details

Attachments

(3 files)

updates.xml
57 bytes, text/xml
Details
active update
1.23 KB, text/xml
Details
last file... last update
85.51 KB, application/octet-stream
Details
User-Agent: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.1.7) Gecko/20091221 Firefox/3.5.7 (.NET CLR 3.5.30729) Build Identifier: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.1.7) Gecko/20091221 Firefox/3.5.7 (.NET CLR 3.5.30729) Every time I try to open Firefox I get a prompt to install updates. If I click yes, it goes ahead and tries, but ends up saying it can not install and to check to see if other instances of Firefox are running. There are none. If I can't install the update, I would at least like for it to stop making me jump through the hoops and fail over and over. Reproducible: Always Steps to Reproduce: 1.Open Firefox 2. 3. Actual Results: Get update prompt, try to install, won't install, gives error message Expected Results: either install or stop with the prompts
Bugzilla is not nor end-user support. You can try working through this help page: http://kb.mozillazine.org/Software_Update Or visit one of the support sites for help: http://forums.mozillazine.org/viewforum.php?f=38 http://support.mozilla.com/en-US/kb/
Status: UNCONFIRMED → RESOLVED
Closed: 16 years ago
Resolution: --- → INVALID
Jim, this bug isn't invalid though there are a few bugs for this issue that this bug is probably a dupe of. Dan, just because you don't see Firefox running doesn't mean the firefox.exe process wasn't running or that another process had one of the files to be updated opened in a manner that prevents it being updated. Please don't install another version and I'll provide you with instructions to give us log files that will help diagnose what is going on
Status: RESOLVED → UNCONFIRMED
Resolution: INVALID → ---
I checked task manager and there are no other versions/instances running. I rebooted too, and it still does this.
There are 3rd party apps (sometimes they install a service) some of which that keep Firefox files open and others that use Firefox files... it can also be another user on the same system but I doubt that is the case here. So, it doesn't require the firefox.exe process to be in task manager.
I could send you a screen print of my task manager if you think that would help.
(In reply to comment #5) > I could send you a screen print of my task manager if you think that would > help. No, I'll post instructions on how to attach the files I need to diagnose this when I have a few minutes to do so.
Open the following directory from the search box in the start menu on Vista. %LOCALAPPDATA%\Mozilla\Firefox In that directory there should be a Mozilla Firefox directory. Open it. In that directory there should be two files - active-update.xml and updates.xml. Attach them to this bug using the Add an attachment link above. In that directory should be another directory named updates. Open it. There will be at least one file and possibly two files in that directory - backup-update.log and last-update.log. Attach these files but don't worry about it if one of them is missing. Open the 0 directory and post in this bug whether or not there are any files in it.
Also, do you have UAC turned on and get prompted to elevate with the UAC prompt for the update?
Dan, are you going to be able to provide the requested files in comment #7 and the info in comment #8?
The attach files will not work for me. I can see the files with 'my computer' but they are not visible with the attach function. It won't let me type or paste in the box, and the browse function doesn't see the files you request. I don't know what to do. Also, I don't know what UAC is.
When you click browse in the Add an Attachment page use the same instructions in comment #7 to navigate to the files. UAC is short for a Windows Vista feature called User Account Control. Do you get prompted to allow Firefox to update after you restart? It would be a prompt that looks like the prompt on the following page. http://en.wikipedia.org/wiki/User_Account_Control
Attached file updates.xml —
here is 1 file
Attached file active update —
1 more
3 of 3. I don't know how to turn on or turn off UAC. I will try reading that wikipedia article again.
The last-update.log file gave enough details so knowing about UAC won't provide additional details. There was an error with mozcrt19.dll being in use so either another app or something within Firefox is keeping this file in use when the application restarts. There were several fixes that protect against this error in Firefox 3.6. Could you download Firefox 3.6 and install it. Then report back here when you try to install the next update to it with whether it worked or not? You can get Firefox 3.6 from http://firefox.com/ Thanks
No reply to comment #15. Resolving -> incomplete
Status: UNCONFIRMED → RESOLVED
Closed: 16 years ago → 15 years ago
Resolution: --- → INCOMPLETE
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