704125 - Firefox crash in gbmzh_bb.dll (Banco do Brasil)

Status: RESOLVED WORKSFORME

(Firefox :: Extension Compatibility, defect)

Description

[Robert Kaiser]

This bug was filed from the Socorro interface and is 
report bp-24285e75-fd35-4b2b-bcc0-799fd2111121 .
============================================================= 

Correlations for Firefox 7.0.1 Windows NT:

Modules:
100% (2768/2768) vs.   6% (3083/50330) gbmzh_bb.dll

According to web sources, this is:
Product: 	GBBD Banco do Brasil
Company: 	GAS Tecnologia
Description: 	Interceptador de eventos


Add-ons:
99% (2748/2768) vs.   7% (3358/50330) {87F8774F-B485-47E2-A755-A40A8A5E886C}

This seems to be "Módulo de Segurança - Banco do Brasil"


This seems related to bug 644850 from the summary, but this is a new crash for those people still left on Firefox 7.0.1, it started on Friday, 2011-11-18 and two days later, i.e. yesterday, it reached topcrash #3 on 7 with 1147 crashes per million ADU (2945 crashes processed, i.e. ~30,000 crashes reported).

Comment 1

[Robert Kaiser]

I wonder if we need to contact the producers of this one or if we just hope that it goes away with sending those people an update to 8.0.1 in the next days.

Comment 2

[Robert Kaiser]

it's now topcrash #2 on 7, only surpassed by that crasher from the Windows System Restore stuff.

Comment 3

[Robert Kaiser]

I heard from GAS Tecnologia that they solved this on our side, but this seems to be up again on 7.0.1 for the users remaining on that version.

Comment 4

[Robert Kaiser]

This now is rising with gbmzh_bb.dll@0x11270 on Firefox 8 and gbmzh_bb.dll@0x11247 on Firefox 9.

Comment 5

[Scoobidiver (away)]

It seems correlated to the latest version (2.10.0.5.90) in 9.0.1:
  gbmzh_bb.dll@0x11247|EXCEPTION_ACCESS_VIOLATION_READ (8362 crashes)
     91% (7569/8362) vs.   7% (8616/126833) {87F8774F-B485-47E2-A755-A40A8A5E886C}
          0% (8/8362) vs.   0% (9/126833) 2.6.3.2
          0% (5/8362) vs.   0% (5/126833) 2.8.0.2.40
          0% (2/8362) vs.   0% (4/126833) 2.8.0.2.50
          0% (7/8362) vs.   0% (9/126833) 2.8.0.2.60
          0% (9/8362) vs.   0% (9/126833) 2.8.0.2.70
          1% (122/8362) vs.   0% (154/126833) 2.8.0.2.80
          0% (40/8362) vs.   0% (48/126833) 2.10.0.5.80
         88% (7376/8362) vs.   7% (8378/126833) 2.10.0.5.90
  gbmzh_bb.dll@0x38cf8|EXCEPTION_ACCESS_VIOLATION_EXEC (72 crashes)
     92% (66/72) vs.   7% (8616/126833) {87F8774F-B485-47E2-A755-A40A8A5E886C}
          1% (1/72) vs.   0% (4/126833) 2.8.0.2.50
         90% (65/72) vs.   7% (8378/126833) 2.10.0.5.90
  gbmzh_bb.dll@0x38cf8|EXCEPTION_ACCESS_VIOLATION_READ (16 crashes)
     81% (13/16) vs.   7% (8616/126833) {87F8774F-B485-47E2-A755-A40A8A5E886C}
          6% (1/16) vs.   0% (48/126833) 2.10.0.5.80
         75% (12/16) vs.   7% (8378/126833) 2.10.0.5.90
  gbmzh_bb.dll@0x13fece|Unhandled C++ Exception (12 crashes)
     42% (5/12) vs.   7% (8616/126833) {87F8774F-B485-47E2-A755-A40A8A5E886C}
         42% (5/12) vs.   7% (8378/126833) 2.10.0.5.90

Comment 6

[Marcia Knous [:marcia]]

Showing up again in the explosive report for Firefox 9: https://crash-analysis.mozilla.com/rkaiser/2012-01-19/2012-01-19.firefox.9.explosiveness.html. Let's see if we can get someone from the Brazilian community to help out here.

Comment 7

[Marcia Knous [:marcia]]

Adding Felipe in case he is familiar with this bank.

Comment 8

[:Felipe Gomes (needinfo for replies!)]

Banco do Brasil is the most popular bank in Brazil. They have an add-on with this binary component that is required to login to the online banking system if using Windows (on Mac they use a Java keyboard).
I'll investigate if they deployed a recent update.

I believe Chofmann has contacts there

Comment 9

[:Felipe Gomes (needinfo for replies!)]

The last update on their add-on is from Jan 10, 2012

Comment 10

[:Felipe Gomes (needinfo for replies!)]

Actually, there was an update in Jan 18, version 2.10.0.5.90.  Do we have add-on version data on this crash?

I logged in on their website using this version of the add-on and I didn't get a crash. The machine is running Win7 SP1 64bit.

I believe the add-on is used as a security feature during the login process on their website. However, none of the comments in the report https://crash-stats.mozilla.com/report/index/24285e75-fd35-4b2b-bcc0-799fd2111121 mention using the bank website, they just mention normal web browsing and then sudden crash. One mentions downloading a large file. I tried a 15mb download that completed successfully.

Comment 11

[:Felipe Gomes (needinfo for replies!)]

This link contains newer data: https://crash-stats.mozilla.com/query/query?product=Firefox&version=ALL%3AALL&platform=windows&range_value=1&range_unit=weeks&date=01%2F20%2F2012+18%3A11%3A36&query_search=signature&query_type=contains&query=gbmzh_bb.dll&reason=&build_id=&process_type=any&hang_type=any&do_query=1

Lots of comments about blank tabs opening by itself while using Yahoo mail

Comment 12

[:Felipe Gomes (needinfo for replies!)]

I can easily reproduce the blank tab and the crash on my mother's computer while using Yahoo mail with this add-on installed. Will try on a debug build to see if I can get more useful info.

This report was generated by me: https://crash-stats.mozilla.com/report/index/bp-9c8dc1d6-2058-4173-9d5d-094f02120121

Interestingly I could only reproduce the blank tab at first, and the crash began after I disabled and re-enabled the add-on. But this looks like just a coincidence.

Comment 13

[Marcia Knous [:marcia]]

Comment 5 has some addon correlation.

(In reply to Felipe Gomes (:felipe) from comment #10)
> Actually, there was an update in Jan 18, version 2.10.0.5.90.  Do we have
> add-on version data on this crash?
>

Comment 14

[Sergio Oliveira Campos]

I have just contacted the tech-support to complain as a client of the bank. I should have more information on that next Tuesday.

Comment 15

[:Felipe Gomes (needinfo for replies!)]

Sergio told me that he successfully contacted the company that develops this add-on, and that they said they are aware of the bug and will release an update in a few days.

Comment 16

[Marcia Knous [:marcia]]

Thanks so much Sergio and Felipe for your efforts related to getting this issue addressed. Sergio - please send me your tshirt size info and mailing address and I will send a tshirt to you.

Comment 17

[Sergio Oliveira Campos]

Actually we are not there yet. Looks like they checked the title of the bug and said that this bug only affects an old version of Firefox. I'm trying to get in touch again to explain that's not true. 

Is it possible to update the title?

Marcia, thanks for the t-shirt but let's make sure they will get it fixed before anything ;)

Comment 18

[Sergio Oliveira Campos]

I've just spoke with Rafael Leandro from GAS Tecnologia and he informed me that they released a fix today at 2:00 PM (BRST).

I also invited him to join our conversation here.

Comment 19

[Sergio Oliveira Campos]

New crash report from my brother's computer: https://crash-stats.mozilla.com/report/index/bp-b16c93b6-a0e3-4667-98f4-964c92120124

It looks like the fix is not out there yet...

Comment 20

[:Felipe Gomes (needinfo for replies!)]

I am having a hard time reproducing the crash at the moment, however I don't think the add-on updated itself, and by looking at their update.rdf (https://www14.bancobrasil.com.br/update/update.rdf) they're still publishing the same add-on version. I wonder if they could have pushed this fix remotely.
The crash stats from yesterday still shows plenty of crashes, so I'll be paying close attention on what the numbers from today's data will look like

Comment 21

[:Felipe Gomes (needinfo for replies!)]

There was a drop from 12k crashes on Jan 24 to 3.5k on Jan 25

Comment 22

[Sheila Mooney]

I don't see any of these crashes on 10.0 or 10.0.1. I am going to take it off the top crash list at this point but will leave the bug open. Felipe, are we sure they didn't fix anything?

Comment 23

[:Felipe Gomes (needinfo for replies!)]

Sheila, I think they did fix it. it was just by some other means rather than add-on update.. maybe it's from some resource they get from their website.
I've been following the crash stats for this too and I haven't seem any more crashes in the past few weeks, so I believe we can close the bug and reopen if necessary.
(fwiw they haven't published a version compatible with firefox 10 yet)

Comment 24

[Marcia Knous [:marcia]]

Seems we have another spike in 12 in this signature: https://crash-analysis.mozilla.com/rkaiser/2012-05-08/2012-05-08.firefox.12.explosiveness.html

https://crash-stats.mozilla.com/report/list?signature=gbmzh_bb.dll@0x1d212

gbmzh_bb.dll@0x1d212|EXCEPTION_ACCESS_VIOLATION_READ (59 crashes)
     53% (31/59) vs.   0% (456/128988) {87F8774F-B485-47E2-A755-A40A8A5E886C}
     14% (8/59) vs.   1% (1768/128988) {1018e4d6-728f-4b20-ad56-37578a4de76b} (Flagfox, https://addons.mozilla.org/addon/5791)
      8% (5/59) vs.   0% (354/128988) {87F8774F-B485-47E2-A755-A40A8A5E886D}
      7% (4/59) vs.   0% (17/128988) {338e0b96-2285-4424-b4c8-e25560750fa3} (Locale Switcher, https://addons.mozilla.org/addon/356)
      7% (4/59) vs.   0% (24/128988) [e-mail] (pt-BR Language Pack, https://addons.mozilla.org/addon/4851)
      7% (4/59) vs.   0% (45/128988) [e-mail]
      7% (4/59) vs.   0% (75/128988) [e-mail] (Dictionary/Dicionário pt-BR, https://addons.mozilla.org/addon/3257)
      7% (4/59) vs.   0% (205/128988) {4BBDD651-70CF-4821-84F8-2B918CF89CA3} (FEBE, https://addons.mozilla.org/addon/2109)
      7% (4/59) vs.   0% (241/128988) {87F8774F-B485-47E2-A755-A40A8A5E8874}
      7% (4/59) vs.   0% (317/128988) {097d3191-e6fa-4728-9826-b533d755359d} (All-in-One Sidebar, https://addons.mozilla.org/addon/1027)
      7% (4/59) vs.   0% (355/128988) [e-mail] (Coral IE Tab, https://addons.mozilla.org/addon/10909)
      8% (5/59) vs.   2% (2800/128988) [e-mail] (Firebug, https://addons.mozilla.org/addon/1843)
      8% (5/59) vs.   2% (3138/128988) {EB9394A3-4AD6-4918-9537-31A1FD8E8EDF}
      7% (4/59) vs.   1% (1103/128988) {1BC9BA34-1EED-42ca-A505-6D2F1A935BBB}
      7% (4/59) vs.   1% (1666/128988) {ABDE892B-13A8-4d1b-88E6-365A6E755758}

Comment 25

[Scoobidiver (away)]

The correlation per module version is:
    100% (59/59) vs.   0% (457/128988) gbmzh_bb.dll (2.12.0.14)

Comment 26

[Alex Keybl [:akeybl]]

Felipe has reached out to a contact at Banco do Brasil. If we don't hear back, we should try to find STR internally (please add qawanted at that time).

Comment 27

[Lukas Blakk [:lsblakk] use ?needinfo]

No reply in the bug yet from Felipe so adding qawanted - please do your best to see if we can get STR.

Comment 28

[:Felipe Gomes (needinfo for replies!)]

I did get an e-mail from them saying that they would look into it, but no follow ups yet. How are the numbers for this crash looking like? I did try to reproduce with the correct add-on version but I did not get any crashes.

Comment 29

[Sergio Oliveira Campos]

Same here. Last time it happened it was very simple to reproduce and this time I couldn't do it so far.

Comment 30

[Scoobidiver (away)]

(In reply to Felipe Gomes (:felipe) from comment #28)
> How are the numbers for this crash looking like?
There are about 1,000 crashes in 12.0 almost all on startup.

Comment 31

[u279076]

(In reply to Lukas Blakk [:lsblakk] from comment #27)
> No reply in the bug yet from Felipe so adding qawanted - please do your best
> to see if we can get STR.

I've been unable to reproduce this by simply going to their website. There's not much else QA can do without accounts at BoB. Maybe we can broadcast this out to the Nightly Testers list or get the pt-BR localization community involved here.

Comment 32

[Sergio Oliveira Campos]

Anthony try accessing this page: https://www2.bancobrasil.com.br/aapf/login.jsp
There is here the plugin should get installed. 

Some of the key members of the Brazilian community are in the CC list of this bug but I'll write to the whole community asking for their help anyway.

Comment 33

[:Felipe Gomes (needinfo for replies!)]

There should be a link to the add-on there, and I can provide the add-on to be installed as well. Since it is a startup crash presumably it doesn't involve accessing their website or requiring an account there.

Comment 34

[u279076]

Going to the URL in comment 32 just displays "Aguarde, iniciando o acesso..." in the browser; no add-ons or plug-ins are installed.

Comment 35

[Sergio Oliveira Campos]

(In reply to Anthony Hughes, Mozilla QA (irc: ashughes) from comment #34)
> Going to the URL in comment 32 just displays "Aguarde, iniciando o
> acesso..." in the browser; no add-ons or plug-ins are installed.

If you have Java installed after that you should the the applet popup coming asking for permission to run then the extension should be installed.

I've just installed Win7 x86 in a virtual machine to test and for my surprise the website didn't install or required me to have any extension (besides Java) to access my account. 

I'm trying to get more feedback from the Brazilian community but so far nobody there was able to reproduce the bug.

Comment 36

[u279076]

(In reply to Sergio Oliveira Campos from comment #35)
> (In reply to Anthony Hughes, Mozilla QA (irc: ashughes) from comment #34)
> > Going to the URL in comment 32 just displays "Aguarde, iniciando o
> > acesso..." in the browser; no add-ons or plug-ins are installed.
> 
> If you have Java installed after that you should the the applet popup coming
> asking for permission to run then the extension should be installed.

I have Java SE 1.6u32 installed on Win7 64-bit and all I get is that message...

Comment 37

[Scoobidiver (away)]

It still happen with the latest version but at a low volume.

Here are correlations in 19.0.2:
  gbmzh_bb.dll@0x185a26|EXCEPTION_ACCESS_VIOLATION_WRITE (26 crashes)
    100% (26/26) vs.   0% (433/139851) gbmzh_bb.dll (2.12.2.45)
  gbmzh_bb.dll@0x10857|EXCEPTION_ACCESS_VIOLATION_READ (15 crashes)
    100% (15/15) vs.   0% (433/139851) gbmzh_bb.dll (2.12.2.45)
  gbmzh_bb.dll@0x185a31|EXCEPTION_ACCESS_VIOLATION_WRITE (14 crashes)
    100% (14/14) vs.   0% (433/139851) gbmzh_bb.dll (2.12.2.45)

More reports at:
https://crash-stats.mozilla.com/query/query?product=Firefox&query_search=signature&query_type=startswith&query=gbmzh_bb.dll%400x1&do_query=1

Comment 38

[Wayne Mery (:wsmwk)]

Can anyone still reproduce?

No crashes newer than version 20.
https://crash-stats.mozilla.com/search/?signature=~gbmzh_bb.dll&date=%3E2016-03-01&_facets=signature&_columns=date&_columns=signature&_columns=product&_columns=version&_columns=build_id&_columns=platform#crash-reports

Comment 39

[Phoenix]

Resolved per whiteboard