Closed Bug 689719 Opened 9 years ago Closed 7 years ago

"Couldn't load XRE functions" at startup after upgrade with ZoneAlarm Browser virtualization enabled

Categories

(Firefox :: Installer, defect, P5)

7 Branch
x86_64
Windows Vista
defect

Tracking

()

RESOLVED WONTFIX

People

(Reporter: amedeo, Unassigned)

References

Details

Attachments

(6 files, 2 obsolete files)

User Agent: Mozilla/5.0 (Windows NT 6.0; WOW64) AppleWebKit/535.2 (KHTML, like Gecko) Chrome/15.0.874.24 Safari/535.2

Steps to reproduce:

I received a message that version 7 was available. Downloaded Firefox setup 7.0.exe, saved in a sub directory, run it, downloaded a 13mb file, asked to upgrade, it upgraded, asked if i wanted normal setup (or something to this effect), said normal/recommended, asked if I wanted to start FF, yes, and received the following message in a box labeled XULRunner: Couldn't load XRE functions, OK? dead.


Actual results:

It died. nothing happened.


Expected results:

Load the browser! I'm without FF!!!! HELP!!!!!
Group: core-security
Severity: normal → blocker
Priority: -- → P5
Please attach the install.log which is located in the installation directory.
OK, step by step again: got the page http://www.mozilla.org/en-US/firefox/new/, it downloaded Firefox setup 7.0.exe, double click on the file, run,asked for standard or custom, standard, upgrade, lauch Firefox now, finish, BANG, XULRunner box with the message Couldn't load XRE functions, OK?, OK.... nothing 

Now I cannot load FF any other way. I'm using Chrome to write these lines!!!

Did I do something wrong????
OK, step by step again: got the page http://www.mozilla.org/en-US/firefox/new/, it downloaded Firefox setup 7.0.exe, double click on the file, run,asked for standard or custom, standard, upgrade, lauch Firefox now, finish, BANG, XULRunner box with the message Couldn't load XRE functions, OK?, OK.... nothing 

Now I cannot load FF any other way. I'm using Chrome to write these lines!!!

Did I do something wrong????
OK, we need the install.log that was requested in comment #1 to figure out what is going on. The install.log is located in the installation directory which is most likely "C:\Program Files (x86)\Mozilla Firefox" on your system. Attach the install.log after you find it using the Add an attachment link above.
Attached file install log
Done
Check if double clicking firefox.exe from inside of C:\Program Files (x86)\Mozilla Firefox\ causes the same error message.
bclary, have you seen other reports of this happening?
maybe bug 689793 ?
(In reply to Bob Clary [:bc:] from comment #8)
> maybe bug 689793 ?
No, in that case Firefox stopped working and in this case the wrong version info is found during startup
Blocks: 552864
For the record, I wasn't able to reproduce, starting from a 6.0.1 install and upgrading with the installer, on Windows 7 64 bits.

What is interesting, though, is the error message. It's the first time ever that I hear about a failure at this stage. Usually, we fail before that. Here we apparently properly load the libraries, but don't manage to resolve the functions we need.
Attached file Executable with a bit more logging (obsolete) —
amedeo, can you try replacing C:\Program Files (x86)\Mozilla Firefox\firefox.exe with this file, and try running Firefox again. It is roughly the same, but has a more verbose error message that will help us know what is going wrong. Thank you.
Answer to comment 6 - same answer. Dead with the same message.
Answer to comment 11 - XULRunner box with a new message: Couldn't load XRE functions. Error is:NS_ERROR_LOSS_OF_SIGNIFICANT_DATA, ok, DEAD
i NOTICED I HAVE fIREFOX SETUP PROGRAMS FOR vER 6. Can I load it? I miss all my setup and URL from FF!!!
Well, I did and it worked. I checked the version 6.0  IT WORKS!!! wHAT SHOULD i DO? i'LL LEAVE IT TILL YOU GUYS ANSWER OR TELL ME WHAT TO DO.
(In reply to amedeo from comment #12)
> Couldn't load XRE functions. Error is:NS_ERROR_LOSS_OF_SIGNIFICANT_DATA

That and nothing else?
Attached file Executable with a bit more logging (obsolete) —
Can you try again with this one?
Attachment #563013 - Attachment is obsolete: true
With this one would be even better. Thanks
Attachment #563024 - Attachment is obsolete: true
Did dowload your 563030, copied in the c:\Program file (X860\Mozilla Firefox  run, opens fine... but is the V 6.0.  If that's it, is working OK. Please remember that I did reload FF via a Firefox setup for ver 6.0 and it worked fine. I presume you are trying to find out why the ver 7.0 is giving troubles. right? Anyways, what must I do now? Let me include the log file just in case... oops no log file...
and so I did download the ver 7.0 again from yuour site, stored in a directory, and run. Almost immediately it gave the following box 7-ZIP,  The system cannot find the file specified. then died. Actually, when i run it, appeared a box extracting, 100%, then the message.
Try installing 7.0 the same way you did originally, and replace the firefox.exe file.
Let me understand: I download the new Ver 7 setup program, and before running it I substitute the firefox exe you sent me, the 563030. Right? OK, wilco, BUT... I tried to install 7.0 but it bummed, as I explained in comment 18. It just did not load the new version 7.0. It stopped in the middle of the setup... actually at the beginning. .  I'll do it all again, go the the site, download the program, run it and let you know. If it works I'll substitute the firefox.exe with the one you sent me. OK?
i did that all: same result as in comment 18. it does not load.
I'll check if there is a log file.... yes there is one...
Attached file install log
I am tempted to say there is something wrong with your computer.
I looked at the log, but th etime stamps are not correct. I suspect it's the previous log file, as my last attempts to load 7.0 were aborted right at the beginning, or just after the unzipping.
It's been working fine... no signals.. i'll reboot
It's been working fine... no signals.. i'll reboot
Nope... computer working fine. Rebooted, loaded FF 6.0, double clicked on your bugzilla email, loaded this page fine, no problems.
Do you want me to download again anew, set it up etc and see what happens?
(In reply to amedeo from comment #28)
> Nope... computer working fine. Rebooted, loaded FF 6.0, double clicked on
> your bugzilla email, loaded this page fine, no problems.

That usually doesn't mean much. You need to use stress tools, such as RAM testers and such. But please try installing Firefox 7.0 first.
OK, after let me know where I can get such tests, although I think the problem is with FF, but... downloaded fresh, started FF setup 7.0, asked to close FF, etc. setup successful, run from setup option, and the  XULRunner box with the message Couldn't load XRE functions, OK, dead  = 6.0 works fine, 7.0 doesn't. But I'll make any stress test you suggest... now writing from chrome browser.
Wait , sending th elog file
Attached file Install.log
10:18 install log
Can you try putting the last firefox.exe attached here in that Firefox 7.0 directory and write the resulting error message here?
OK... just to be sure I understood, I'll substitute the Firefox.exe with the attachment  563030 [details]... wait... working fine!!!!! Perfect!!! Loaded all add-ons, wow, you cannot even imagine the relief!!  OK, what's next?
AAAAARRRRRGGGGHHHHHHHHHHHH!!!!!!!!!!!!!!!!!!!  I closed FF, when I loaded it again it bummed again!!! I loaded from the C:\Program file\Mozilla, the one i substituted, same thing... Oh boy!!! Here is the box that appeared and the log...
Attached file install log
Hello there.... any news? Shall I revert to 6.0? I need to work with FF!!!
That's... interesting... could you attach the xul.dll from the "C:\Program Files (x86)\Mozilla Firefox" directory?
Sure... any hope to have it working? Should I revert to 6.0 or wait for you to sort out this case?

Ooppppsss...

The file you are trying to attach is 15271 kilobytes (KB) in size. Attachments cannot be more than 4096 KB. 
We recommend that you store your attachment elsewhere and then insert the URL to it in a comment, or in the URL field for this bug. 
Alternately, if your attachment is an image, you could convert it to a compressible format like JPG or PNG and try again.

How can I let you have it? Give me an email address...
(In reply to amedeo from comment #41)
> How can I let you have it? Give me an email address...

Try http://www.mediafire.com/
OK... http://www.mediafire.com/myfiles.php   account Display Name:	amedeo
Email Address:	 amedeo@amedeo.org password  mary1234567890
For the record, you didn't need to register, and could have simply given the sharing address: http://www.mediafire.com/?d848smbcsd2d86g
Can you try something that sounds crazy: copy the "C:\Program Files (x86)\Mozilla Firefox" (containing Firefox 7.0) directory somewhere else, and start firefox from there.
It was not that crazy: it worked!!! I loaded and unloaded it several times and goes fine.  OK... I'll scream at you if it stops again.... can i put it in the same place with another directory name? I put it in the desk top, but another place, like in C:\Program file 86\New mozilla.... would it work?
Try removing the FIREFOX.EXE-*.PF files under "C:\Windows\Prefetch\", and try to start from "C:\Program Files (x86)\Mozilla Firefox" (containing Firefox 7.0) again.
Nope!!! It bummed immediately with the message i sent you... the dialog box etc above. I ran the FF from the desk top just in case: perfect!
Just in case, can you reboot between the prefetch removal and the start firefox steps?
Ok
Ok
Other possibility, are you running Zone Alarm?
http://support.mozilla.com/en-US/questions/880170
Nope. Rebooted and gave the same message and died. The launching from the desktop works fine.

Yes I do run Zone Alarm, and I cleaned all programs just in case, but you may know more.
For the record, the xul.dll file you shared is just fine. But your error message with the firefox.exe attached here says two symbols, which are present in that file, are missing. These symbols were *not* present in Firefox 6's xul.dll, and I suspect something (possible ZoneAlarm) is keeping a copy somewhere and you end up using it.
When you start a copy of Firefox from a different directory, that old copy is not used.
ccing Kev and Johnathan since both of them have been involved in reaching out to Zone Alarm in the past though as far as I know we have never heard back from them.
(In reply to amedeo from comment #53)
> Nope. Rebooted and gave the same message and died. The launching from the
> desktop works fine.
> 
> Yes I do run Zone Alarm, and I cleaned all programs just in case, but you
> may know more.

Try disabling "browser virtualization" as suggested on support.mozilla.com.
I see your cc, but I defer most rapidly to the conjoined kev and tomcat entity on matters of third party relations.
Thanks Johnathan... ccing tomcat
Kev sent an email to Checkpoint.
YES!!!!!!!!!!!!!! You got it!!  I took off the browser virtualization as you said and loaded FF from the C;\Program files and it worked fine, is working fine. Cool.  Let me know when I can go back to that ZA protection...
Summary: Loaded firefox 7 and received a XLUrunner message... and then all stops → "Couldn't load XRE functions" at startup after upgrade with ZoneAlarm Browser virtualization enabled
Nicely put!
We haven't been seeing reports of zone alarm interfering for quite some time and there is next to nothing we can do on our end so resolving as wontfix
Status: UNCONFIRMED → RESOLVED
Closed: 7 years ago
Resolution: --- → WONTFIX
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