899039 - Write Thunderbird SUMO article to link from about:crashes for unsubmitted crashes

Status: RESOLVED FIXED

(support.mozillamessaging.com Graveyard :: Knowledge Base Articles, defect)

Description

[(not currently active) Ted Mielczarek]

Currently unsubmitted crashes in about:crashes link to http://crash-stats.mozilla.com/about/throttling, since we intended to use the same code path for client-side throttling of crash reports. That never happened, so now this link only ever exists for reports that were either a) never submitted for some reason (usually plugin crashes, since the UI doesn't require action) or b) failed to submit for network reasons. Because of this the link is just confusing.

We should write a SUMO article that describes reality and use that as the in-product link from about:crashes.

Comment 1

[Vincent (caméléon)]

Can't we simply use https://support.mozillamessaging.com/en-US/kb/mozilla-crash-reporter#w_if-you-dont-get-a-crash-report ?

Comment 2

[Scoobidiver (away)]

TB crashes are not throttled so not sure whether it's applicable.

For the Firefox part, new article requests are not tracked in Bugzilla.
You need to post a new thread in https://support.mozilla.org/forums/knowledge-base-articles.
But I think editing https://support.mozilla.org/kb/Mozilla%20Crash%20Reporter is enough for desktop (no article for Android) and in that case you should post a new thread in https://support.mozilla.org/en-US/kb/Mozilla%20Crash%20Reporter/discuss.

Comment 3

[(not currently active) Ted Mielczarek]

(In reply to Vincent (caméléon) from comment #1)
> Can't we simply use
> https://support.mozillamessaging.com/en-US/kb/mozilla-crash-reporter#w_if-
> you-dont-get-a-crash-report ?

That doesn't seem to describe this situation at all. This situation is "you got a crash report but it didn't get submitted".

(In reply to Scoobidiver from comment #2)
> TB crashes are not throttled so not sure whether it's applicable.

It's not about throttling at all, if you read comment 0.

> For the Firefox part, new article requests are not tracked in Bugzilla.
cuss.

I needed a bug dependency to block the Socorro and platform bugs here, so this is that bug.

Comment 4

[Wayne Mery (:wsmwk)]

I'm all for it.  Vincent's https://support.mozillamessaging.com/en-US/kb/mozilla-crash-reporter#w_if-you-dont-get-a-crash-report might be a useful link to include in the article when submission fails *persistently* - which can happen.

Comment 5

[Scoobidiver (away)]

I created a SUMO admin article (not searchable) applicable to the three supported products (Firefox, Firefox for Android and Firefox OS).

The draft is available at https://support.mozilla.org/en-US/kb/no-crash-report-available-report-id/revision/43997
The URL to link to is https://support.mozilla.org/kb/no-crash-report-available-report-id

Please wait Verdi approves its name and content before implementing bug 899040.

Note that SUMOMO will be merged with SUMO once bug 816279 is fixed (no target date) so there's probably no need to write a dedicated TB article. TB users will be redirected to SUMO that has a link to SUMOMO in its home page.

Comment 6

[Scoobidiver (away)]

abobishara, have you read comment 5?

Comment 7

[Verdi [:verdi] Best to slack me]

Sorry for the delay. The article is now live - https://support.mozilla.org/kb/no-crash-report-available-report-id