872241 - [meta] Promote "Reset Firefox" in Help menu

Status: RESOLVED WONTFIX

(Firefox :: Menus, enhancement)

Description

[Zhenshuo Fang (:fang) - Firefox UX Team]

This is a meta bug for promoting the "Reset Firefox" feature in Help Menu. Based on SUMO data, this feature is quite useful when people have issues with their Firefox, but it's currently hidden in "Troubleshooting" and "Restart with add-ons disabled". 

Steps:
• Set "Reset Firefox" the default and replace "Restart with add-ons disabled" in Help Menu
• Make reset less destructive
• When it's less destructive, renaming "Reset Firefox" so that it's more understandable (e.g. Repair Firefox)
• Remove "Troubleshooting" and move it into an API

Comment 1

[Matthew N. [:MattN]]

(In reply to Zhenshuo Fang (:fang) - Firefox UX Team from comment #0)
> • Make reset less destructive

Adding bug 833943 to migrate tabs as a dependency

Comment 2

[Safwan Rahman (:safwan)]

should not remove the "Restart with add-ons disabled" button from the help menu. Because it is the first step for troubleshooting any problem!

If any problem can not be solved in "Safe mode", then the next step is "Reset Firefox"

Comment 3

[Verdi [:verdi] Best to slack me]

(In reply to Safwan Rahman from comment #2)
> should not remove the "Restart with add-ons disabled" button from the help
> menu. Because it is the first step for troubleshooting any problem!
> 
> If any problem can not be solved in "Safe mode", then the next step is
> "Reset Firefox"
Hi Safwan,
We created the reset feature to help users because troubleshooting is difficult to do, takes a lot of time and needs extensive documentation in ordered to be carried out. The reset feature lets a user fix most Firefox problems with just a few clicks. So reset should be the default way to handle problems. People who are interested in troubleshooting will still be able to do it by following the steps on the support site - https://support.mozilla.org/kb/troubleshoot-and-diagnose-firefox-problems

Comment 5

[Asif Youssuff]

WONTFIX per bug 1689632 comment 5.

Comment 6

[Asif Youssuff]

Hi Rachel, Meridel,

I'm following up on this bug following mconley's example in bug 1690590. I had previously WONTFIXed this bug due to my understanding of the help menu cleanup effort.

However, as noted in this bug and bug 915908, the "Reset/Refresh Firefox" feature is an invaluable tool (per Verdi's comment) when assisting end users, and is currently hidden within the about:support page.

If checking for updates is possibly interesting enough to surface, it seems to me that fixing a broken Firefox could be just as valuable a feature - after all, presumably, a working Firefox can wait on an automatic update, whereas fixing Firefox would be something I would like to be solved immediately - and I'd likely not be looking for "troubleshooting information".

Hope you can help provide clarity into what the best way forward here would be.

Comment 7

[Rachel Tublitz [:rachel]]

Given that we still see a significant fraction of users who uninstall Firefox in order to fix a problem with Firefox (ie, to re-install) I'd be in favor of making this option as easy as possible for users to find in order to reduce the number of people who need to fully uninstall+re-install.

Comment 8

[Meridel [:meridel]]

Rachel, I am going to share the new information architecture for the Help submenu with you directly to advise on this.

Comment 9

[Meridel [:meridel]]

Per 1690590 and decision from PM, we will not be adding Refresh Firefox to the menu.