701425 - crash mozilla::css::SheetLoadData::OnStreamComplete (Norton 360)

Status: RESOLVED WORKSFORME

(Plugins Graveyard :: Norton 360, defect)

Description

[Marcia Knous [:marcia]]

This bug was filed from the Socorro interface and is 
report bp-cd6eb155-f02c-4cce-a24f-38feb2111109 .
=============================================================

Seen while reviewing the Firefox 9 explosive report. Crashes in the last week: http://tinyurl.com/8ykqx72. Comments mention Norton 360.


Frame 	Module 	Signature [Expand] 	Source
0 	xul.dll 	mozilla::css::SheetLoadData::OnStreamComplete 	layout/style/Loader.cpp:878
1 	xul.dll 	nsUnicharStreamLoader::OnStopRequest 	netwerk/base/src/nsUnicharStreamLoader.cpp:123
2 	coFFPlgn.dll 	coFFPlgn.dll@0x38346 	
3 	xul.dll 	nsInputStreamReadyEvent::Run 	xpcom/io/nsStreamUtils.cpp:114
4 	xul.dll 	nsThread::ProcessNextEvent 	xpcom/threads/nsThread.cpp:631
5 	xul.dll 	NS_ProcessNextEvent_P 	obj-firefox/xpcom/build/nsThreadUtils.cpp:245
6 	xul.dll 	nsNSSHttpRequestSession::internal_send_receive_attempt 	security/manager/ssl/src/nsNSSCallbacks.cpp:431
7 	xul.dll 	nsNSSHttpRequestSession::trySendAndReceiveFcn 	security/manager/ssl/src/nsNSSCallbacks.cpp:317
8 	xul.dll 	nsNSSHttpInterface::trySendAndReceiveFcn 	security/manager/ssl/src/nsNSSCallbacks.h:236
9 	nss3.dll 	fetchOcspHttpClientV1 	security/nss/lib/certhigh/ocsp.c:3371
10 	nss3.dll 	ocsp_GetEncodedOCSPResponseFromRequest 	security/nss/lib/certhigh/ocsp.c:3500
11 	nss3.dll 	ocsp_GetOCSPStatusFromNetwork 	security/nss/lib/certhigh/ocsp.c:4966
12 	nss3.dll 	CERT_CheckOCSPStatus 	security/nss/lib/certhigh/ocsp.c:4808
13 	nss3.dll 	CERT_VerifyCert 	security/nss/lib/certhigh/certvfy.c:1360
14 	smime3.dll 	sec_pkcs7_verify_signature 	security/nss/lib/pkcs7/p7decode.c:1475
15 	xul.dll 	nsNSSComponent::VerifySignature 	security/manager/ssl/src/nsNSSComponent.cpp:2132
16 	xul.dll 	nsJAR::ParseManifest 	modules/libjar/nsJAR.cpp:625

Comment 1

[Sheila Mooney]

We need to figure out why this is happening in 9.0.

Comment 2

[Marcia Knous [:marcia]]

marcia to install the norton toolbar to see if she can reproduce the crash.

Comment 3

[Marcia Knous [:marcia]]

I installed the latest trial version of Norton 360 from their website. Note that they also have a "beta" version (http://us.norton.com/beta/overview.jsp?pvid=n3606beta&inid=us_hho_betahome_link_n360v6beta).

One user that is crashing has {2D3F3651-74B9-4795-BDEC-6DA2F431CB62} installed, which is the Norton Toolbar version 5.6. That user also has the 0.9.2 Version of [e-mail] installed instead of 0.9.3 which is the latest.

When I installed the regular version of Norton 360 I end up with the 5.5 version of the toolbar, which gets disabled in both Firefox 8 and Aurora. So I don't crash with that version.

I will next try to figure out where I can get the same version that user has (5.6) to see if I can replicate that crash.

Comment 4

[Sheila Mooney]

We now have a couple of these on FF 8.0 but other than that, all the crashes appear on 9.0. I guess I want to figure out how to rule out a code issue. Kev, do we have any contacts at Norton that might be able to help us?

Comment 5

[Marcia Knous [:marcia]]

I tried installing the Norton 360 beta on a Vista Machine and using Aurora I am not able to get it to list as compatible. 

I will try again to find the version of that toolbar that is showing in the crashes.

Comment 6

[Marcia Knous [:marcia]]

I will try Firefox 9 - I mistakenly was testing Aurora on that machine and the other one. Also will try with 8.

Comment 7

[Marcia Knous [:marcia]]

I was able to reproduce this on a different machine in the lab. Here are my steps on Windows Vista.

1. Installed the Norton 360 beta release from their website. Updated with Live update to bring me to the most recent version.
2. Downloaded and installed 9.0b2.
3. Added https://addons.mozilla.org/en-US/firefox/addon/add-on-compatibility-reporter/versions/0.9.1 which is an older version of the compatibility reporter.
4. Restarted Firefox and received the crash.

https://crash-stats.mozilla.com/report/index/bp-4235c64b-6a90-4f23-97d8-f75722111117

My version of the toolbar is {2D3F3651-74B9-4795-BDEC-6DA2F431CB62} 	2012.5.0.116, but I have seen users crashing with other versions as well.

Comment 8

[Marcia Knous [:marcia]]

Attachment: Screenshot of Extension dialog in normal mode

Here is a screenshot of what it looks like if you do not have the Addon Compat Reporter extension installed - the extension gets marked as incompatible. So this looks like a problem of people who are using https://addons.mozilla.org/en-US/firefox/addon/add-on-compatibility-reporter/ to get their Norton toolbar to work.

Comment 9

[Scoobidiver (away)]

It's #12 top crasher in 9.0b2.

It occurs with:
* Norton 360 2011 extension (2011.7.3.6) with or without ACR.
* Norton 360 2012 extension (2012.2.1.6) with or without ACR (one case w/o ACR: bp-07e1df83-8494-4930-85f5-a31342111120).

I see no thread in their forum about this issue:
http://community.norton.com/t5/Norton-Internet-Security-Norton/bd-p/nis_feedback

Comment 10

[Alex Keybl [:akeybl]]

Are we confident this requires the add-on compat check to be disabled via the add-on compatibility reporter?

Comment 11

[Marcia Knous [:marcia]]

Crash still occurs in Beta 4. So far the only way I have been able to repro is in Comment 7 but I will check again.

(In reply to Alex Keybl [:akeybl] from comment #10)
> Are we confident this requires the add-on compat check to be disabled via
> the add-on compatibility reporter?

Comment 12

[Marcia Knous [:marcia]]

In my testing the toolbar is getting marked as incompatible in FF 9 Beta 4, so the only way that I could crash is if I installed the Addon Compat Reporter. I tested with Addon Compat Version 1.0 and I can replicate the crash as well. I am trying to manually look for correlations to see what percentage of users have that extension installed, but Comment 9 indicates that users are crashing with or without ACR, so there may be more too it but I have not yet been able to reproduce any other way.

Comment 13

[Marcia Knous [:marcia]]

Looking at the latest manual correlations for Firefox 9, I see the following based on 30 crashes:

     70% (21/30) vs.   0% (24/25040) {2D3F3651-74B9-4795-BDEC-6DA2F431CB62}
     67% (20/30) vs.   1% (190/25040) {BBDA0591-3099-440a-AA10-41764D9DB4DB}
     67% (20/30) vs.   2% (411/25040) [e-mail]

Comment 14

[Alex Keybl [:akeybl]]

(In reply to Marcia Knous [:marcia] from comment #13)
> Looking at the latest manual correlations for Firefox 9, I see the following
> based on 30 crashes:
> 
>      70% (21/30) vs.   0% (24/25040) {2D3F3651-74B9-4795-BDEC-6DA2F431CB62}
>      67% (20/30) vs.   1% (190/25040) {BBDA0591-3099-440a-AA10-41764D9DB4DB}
>      67% (20/30) vs.   2% (411/25040) [e-mail]

Cool - in that case minusing for tracking.

Comment 15

[Marcia Knous [:marcia]]

This signature is at the top of the Firefox 9B6 crash stats so far, but many of the reports are dupes.

Comment 16

[Scoobidiver (away)]

As stated in comment 9, it happens also without ACR:
     74% (95/129) vs.   0% (99/30050) {2D3F3651-74B9-4795-BDEC-6DA2F431CB62}
     73% (94/129) vs.   1% (319/30050) {BBDA0591-3099-440a-AA10-41764D9DB4DB}
     51% (66/129) vs.   1% (392/30050) [e-mail]

Comment 17

[Sheila Mooney]

This appears consistently in the top 20 on 9.0 betas. I think it deserves the top crash keyword.

Comment 18

[Scoobidiver (away)]

It's currently #1 top crasher in the first crash stats of 9.0.

Norton has fixed it in Norton Internet Security 2011 and 2012:
http://community.norton.com/t5/Norton-Internet-Security-Norton/Firefox-9-Support-for-Norton-Toolbar/m-p/615563#M187291

It's confirmed by correlations:
    100% (365/366) vs.   1% (393/33460) coFFPlgn.dll
         49% (178/366) vs.   1% (178/33460) 2011.7.3.6
          0% (0/366) vs.   0% (20/33460) 2011.7.4.3
         51% (186/366) vs.   1% (187/33460) 2012.2.1.6
          0% (0/366) vs.   0% (7/33460) 2012.2.2.5
          0% (1/366) vs.   0% (1/33460) 2012.5.0.116

Comment 19

[u279076]

Should this be relnoted for Firefox 9? Maybe a SUMO article?

Comment 20

[Alex Keybl [:akeybl]]

(In reply to Anthony Hughes, Mozilla QA (irc: ashughes) from comment #19)
> Should this be relnoted for Firefox 9? Maybe a SUMO article?

This depends, is the current working theory that the only way to reproduce this is still with disabling compatibility checking?

Comment 21

[[:Cww]]

QA: is the workaround just to update or do users have to uninstall Norton Toolbar?

Comment 22

[Marcia Knous [:marcia]]

Here are some manual correlations for Firefox 9 based on 366 crashes:

88% (321/366) vs.   1% (365/33460) {2D3F3651-74B9-4795-BDEC-6DA2F431CB62}
     82% (299/366) vs.   2% (510/33460) {BBDA0591-3099-440a-AA10-41764D9DB4DB}
     70% (257/366) vs.   2% (673/33460) [e-mail]
     53% (193/366) vs.  11% (3740/33460) {d10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d} (Adblock Plus, https://addons.mozilla.org/addon/1865)

Still a high correlation to ACR.

I will have to check the workaround. I believe I was able to start up in safe mode and disable the toolbar. The preferred route would be to follow what is stated in http://community.norton.com/t5/Norton-Internet-Security-Norton/Firefox-9-Support-for-Norton-Toolbar/m-p/615563#M187291.

Comment 23

[Alex Keybl [:akeybl]]

(In reply to Marcia Knous [:marcia] from comment #22)
> Still a high correlation to ACR.

Given this, I don't believe there is a need to relnote. The note would be something like - disabling compatibility checks disables compatibility checks :)

Comment 24

[Marcia Knous [:marcia]]

marcia to check those versions in the lab to make sure they addressed the fix.

Comment 25

[Sheila Mooney]

I will track the volume over the next few days. It seems to be decreasing.

Comment 26

[Sheila Mooney]

About 99% of these happen in < 1 min.

Comment 27

[Sheila Mooney]

We have only 1 of these in 10.0 so far and 25 in the past week on 9.0.1. Looks like the bug was addressed and will just get phased out as people upgrade.

Comment 28

[u279076]

Using Windows Vista SP2 and Norton 360 6.1.2.10 (trial):
 * Firefox 13.0a2 20120424 - Norton Toolbar 2012.5.2.6 incompatible, can't be enabled
 * Firefox 14.0a1 20120424 - Norton Toolbar 2012.5.2.6 incompatible, can't be enabled

I was unable to find a way to force enable Norton Toolbar and was unable to reproduce a crash.