635135 - New Facebook photo viewer has bottom half of image cut off in Firefox, works fine in Safari

Status: RESOLVED INCOMPLETE

(Firefox :: General, defect)

Description

[nrjcrossingtheriver]

User-Agent:       Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.2.13) Gecko/20101203 Firefox/3.6.13
Build Identifier: Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.2.13) Gecko/20101203 Firefox/3.6.13

There has been a new photo viewer installed on Facebook that takes the person to a black background lightbox instead of the previous white background page. In Firefox the lower 25% of the image is cut off and the image is compressed. I loaded Safari (Snow Leopard) and it wasn't compressed and didn't loose any of the image. Other Mac/ Firefox users are complaining of this. And I have been making complaints to FB for the past week via bug reports and on a comment thread on an Engineering page.

I much prefer to stay with Firefox.

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Reproducible: Always

Comment 1

[Ed Morley [:emorley]]

Works for me using Mozilla/5.0 (Windows NT 6.1; WOW64; rv:2.0b12pre) Gecko/20110217 Firefox/4.0b12pre ID:20110217123853

Could you see if the issue occurs...
- With a new, empty profile:
http://support.mozilla.com/en-US/kb/Basic%20Troubleshooting#w_make-a-new-profile
- Using the latest nightly:
http://nightly.mozilla.org/

Comment 2

[Ed Morley [:emorley]]

Also, could you attach a screenshot of the problem occurring using the "add an attachment" link above - thanks!

Comment 3

[nrjcrossingtheriver]

Sorry, I haven't had a chance to do what you are wanting me to try.

Someone on the FB comments list wrote this comment:
              "  TRUST ME, they are never going to fully remove it, so until they add an on/off option:
Mozilla FireFox Users: Download https://addons.mozilla.org/en-US/firefox/addon/greasemonkey/

then download http://userscripts.org/scripts/show/97208

...Google Chrome Users: All you need is to download this http://userscripts.org/scripts/show/97208

and it wont show up in the new viewer anymore."

--------------------
I'm not doing anything till I get an Ok from you about this. 
I would like to post information about this for other users who are having problems, Thanks.

Comment 4

[Ed Morley [:emorley]]

Not liking the new viewer / steps on how to avoid it being shown are not firefox bugs and so this isn't the place to discuss them.

If the original issue you were experiencing still occurs, please follow the steps in comment 1.

Comment 5

[nrjcrossingtheriver]

Attachment: screenshot missing 25% of image

Comment 6

[nrjcrossingtheriver]

Not sure if I'm up for the new profile loading right now. And the nightly seems experimental: can you tell me more about it, please ?

Got your message that it isn't a Firefox bug. Is there any way for Firefox to communicate with Facebook about this ?

Also is it advisable for people to try these things:
                 
                      Mozilla FireFox Users: Download
https://addons.mozilla.org/en-US/firefox/addon/greasemonkey/

then download http://userscripts.org/scripts/show/97208

...Google Chrome Users: All you need is to download this
http://userscripts.org/scripts/show/97208
------------------------------------------------------------------------------------------------------------

I am posting this information on FB as I get it to help others. Thankyou.

I never want to go back to Safari.

Comment 7

[Ed Morley [:emorley]]

That's not quite what I said. Turning off the new viewer is not a Firefox bug. The new viewer working in others browsers, but not in Firefox, might be - although it works just fine for me.

Loading a new profile won't lose your existing one, it will run alongside and just be used for testing this (it will literally only take 90 seconds to check it out). 

If you are not happy using the nightly builds (many people use them as their everyday browser, so they are pretty reliable), then try the Firefox 4 beta 11 here:
http://www.mozilla.com/firefox/beta/

Failing that, there's not really much more that can be done here, other than for you to speak to support (Bugzilla is intended for developers and bug reports, not for end user support queries). If you would rather speak to support, go to http://support.mozilla.com/ and explain the problem/link to here for background - and the kind people there will help you.

Comment 8

[nrjcrossingtheriver]

Thanks. 

I guess I'm still not understanding you.

           " the new viewer working in others browsers, but not in Firefox, might be - ( a bug)
although it works just fine for me"

It sounds like it's a bug in FB.

My concern is the way the image loses 25%. Have you tried viewing the image on a Mac/Firefox? Do you lose the image size too.

I 'll think about the other suggestions you have made. I currently have 3.6.13.   What is a nightly build ?
And what is the difference the 4 beta 11  and what I presently have?

In plain English , do I need to contact support to get these answers.

Thankyou again.

I do feel Firefox has "kind folks"

Comment 9

[Ed Morley [:emorley]]

Ok, I'll try to break it down slightly more.

1) Facebook have decided to use a new photo viewer. The pros/cons of this photo viewer (assuming it works) and how to disable it if you don't like it, are not something to be discussed here. Bugzilla is for bug reports (normally made by users with a technical background), not discussing design choices on certain websites.

2) However, this is the correct place for working out why the photo viewer doesn't work for you. This process will just be faster if we don't get sidetracked with point #1 above.

3) The problem with the photo viewer occurs for you, but does not for me (and presumably most other Facebook users, otherwise there would be hundreds of bugs reports about this), so there must be something different between your setup and mine. Figuring out this difference by elimination is the key to working out what is going on and fixing it.

4) The problem you are seeing could be due to a number of things:
...(a) A bug in Firefox
...(b) Your Firefox settings being corrupt / one of your Firefox addons interfering with Facebook
...(c) A bug with the Facebook code

5) In order to work out which scenario applies to you, I asked that you tried using a clean profile (to eliminate 'B' above) as well as with a more recent Firefox version called a nightly. This nightly is a pre-release version that is newer than the version you are using (3.6.13). If you weren't comfortable using this "cutting-edge" pre-release version called a nightly, then you could try an in-between version (so newer than yours, but not cutting edge), called a beta.

6) Therefore to make any progress with this, I need for you to follow the instructions given here:
http://support.mozilla.com/en-US/kb/Basic%20Troubleshooting#w_make-a-new-profile
...and also if possible, try with the beta: http://www.mozilla.com/firefox/beta/

7) The fact that a full explanation of the above was required, makes me think that you may be better suited with using the normal user support site, rather than this developer bug reporting site. If you are able to do the things in #6 above then great :-) If not, please ask support as they are more suited for you http://support.mozilla.com/ - just provide them with a link back to this page, so they have some background as to your problem.

Comment 10

[nrjcrossingtheriver]

Thankyou for the detailed response. Yesterday was a very long day, as I am sure you can understand. Hopefully over this weekend, I will have more time to follow-through on the other suggestions you made.

Comment 11

[Ed Morley [:emorley]]

Reporter, please can you confirm whether this issue still occurs using Firefox 4.0.1 (http://www.mozilla.com/firefox/new/) or higher, in Firefox safe mode (http://support.mozilla.com/kb/Safe+Mode) and/or with a clean profile (http://support.mozilla.com/kb/Basic+Troubleshooting#w_8-make-a-new-profile). Ideally, also check using the latest nightly: http://nightly.mozilla.org/

If this issue no longer occurs, please close as "Resolved Worksforme".

It it in fact still occurs, please provide as much extra information as possible, including what versions tried, whether safe mode/new profile tested etc. Thanks! :-)

(Template reply to inactive UNCO bugs; also setting closemedate for 2 weeks time, given lack of activity).

Comment 12

[nrjcrossingtheriver]

Yes, it's still doing it. It's been 3 months now. Many FB users continue to complain about the pictures being cut off. FB does nothing.  Also have issues with viewing some webpages and yahoo mail if using 18 point type/fonts.

Comment 13

[Tyler Downer [He/Him]]

This WFM, have you tried a new profile?

Comment 14

[nrjcrossingtheriver]

What is a new profile ? Is there an 800 that I can call to talk with a "live person" about Firefox issues( if these are involved)?

quote from above (#9)
" The fact that a full explanation of the above was required, makes me think that you may be better suited with using the normal user support site, rather than this developer bug reporting site." 

- seemed like there was some impatience/ irritation with me in the
communications with Ed Morely previously, which discouraged me from following through on this any further.  Willing to try again. Still love Firefox.

Comment 15

[Ed Morley [:emorley]]

(In reply to comment #14)
> What is a new profile ? 

The new/clean profile link in comment 9 and comment 11 describes how to set up a new profile. Profiles are where most Firefox settings are stored - and as such trying a new/clean/default profile (that is set up alongside your original profile, so you won't lose the old one if you want to go back to it) is a good first step to resolving problems.

> Is there an 800 that I can call to talk with a "live
> person" about Firefox issues( if these are involved)?

There isn't an 800 number (Firefox is a free open source browser, so Mozilla wouldn't be realistically able to fund something like that unfortunately). However, on the consumer support page (for link see comment 7 or comment 9) there is live text chat as well as support forums (run primarily by volunteers).

> - seemed like there was some impatience/ irritation with me in the
> communications with Ed Morely previously, which discouraged me from
> following through on this any further.  Willing to try again. Still love
> Firefox.

I've just re-read all of my replies above and I believe I've been more than fair in them - and even went to quite a bit of effort (I'm a volunteer doing this in my free time, like many/most people on Bugzilla) to give as full an answer as possible in comment 9 to clarify a few things you were unsure about. 

The most important thing to bear in mind is that Bugzilla is intended for developers and advanced users (as I did explain in comment 7, even before comment 9) - so isn't best suited to 95% of the userbase of Firefox. This is why there is the dedicated support site, that tries hard to offer guides, videos, live chat and forum support to help people out in a more accessible manner. It made much more sense to recommend the most appropriate type of help to you, rather than time drag on and you not get the problem with your copy of Firefox fixed - which is after all what we both want. The paragraph in comment 9 where that quote came from, even contained a smiley face to indicate the positive intentions of that post.

Comment 16

[Tyler Downer [He/Him]]

This bug was reported using a pre-release version of Firefox 4. Now that Firefox 4.0.1 final has been released, can you please update and retest your bug? A fresh profile would be a good starting place to test, 
http://support.mozilla.com/kb/Managing+profiles. If you continue to see the issue, can you please update this bug with your results?

Filter: firefox4prebugsunco

Comment 17

[Wayne Mery (:wsmwk)]

please test current version in safe mode