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can't update firefox from 51.0.1 to latest

Posted

On one of my two windows 7 pro computers, the upgrade process never succeeds in actually updating the product, so I'm stuck at release 51.0.1 (64bit). See attached numbered screen shots for the story:

1. When I click "Help | About Firefox", it shows it's downloading the update. 2. Then it shows this "restart" button. When i click that button, it asks me if I want to let this program make changes to my computer. I say Yes. FF shuts down. It doesn't restart itself. When I manually restart it and look at the "About Firefox" popup, it's back at screen #1. So I'm stuck in this loop. 3. When I restart the computer and then start FF, I get the request to allow it to make changes. Then I get this failure message.

On my other win 7 pro computer, FF has successfully upgraded itself up to the latest release (56.0, 32bit).

So what can I do to get the stuck computer unstuck?

~ Thanks in advance ~ Ken

On one of my two windows 7 pro computers, the upgrade process never succeeds in actually updating the product, so I'm stuck at release 51.0.1 (64bit). See attached numbered screen shots for the story: 1. When I click "Help | About Firefox", it shows it's downloading the update. 2. Then it shows this "restart" button. When i click that button, it asks me if I want to let this program make changes to my computer. I say Yes. FF shuts down. It doesn't restart itself. When I manually restart it and look at the "About Firefox" popup, it's back at screen #1. So I'm stuck in this loop. 3. When I restart the computer and then start FF, I get the request to allow it to make changes. Then I get this failure message. On my other win 7 pro computer, FF has successfully upgraded itself up to the latest release (56.0, 32bit). So what can I do to get the stuck computer unstuck? ~ Thanks in advance ~ Ken
Attached screenshots

Chosen solution

Is a big jump from version 51 to 56. That could be the issue if this is the cpu that has the issue. ?? The information that comes across to me is you are running Firefox ver 51.0.1 New Firefox update tonight/tomorrow released as per your screenshot version 56.0.1 Try this : https://support.mozilla.org/en-US/kb/update-failed-error-message-when-updating

Can try : https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode

last choice : https://support.mozilla.org/en-US/kb/troubleshoot-and-diagnose-firefox-problems

People on Windows 7 are having issues as Microsoft is not properly supporting it even though are suppose to till 2020. You can as others are doing or have to do at times is move to the Extended Release which will support extensions and stuff that may want to run but it is version 52 here: https://www.mozilla.org/en-US/firefox/organizations/all/ If backup and save bookmarks/profiles/passwords can try a full installer over top which I have done myself out of no choice from here: https://www.mozilla.org/en-US/firefox/all/ It has not done anything to my bookmarks or passwords but I can not say that that will happen for you.

Please let us know if this solved your issue or if need further assistance.

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Additional System Details

Installed Plug-ins

  • Shockwave Flash 27.0 r0
  • 5.1.50907.0

Application

  • Firefox 51.0.1
  • User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:51.0) Gecko/20100101 Firefox/51.0
  • Support URL: https://support.mozilla.org/1/firefox/51.0.1/WINNT/en-US/

Extensions

  • Adblock Plus 2.9.1 ({d10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d})
  • Application Update Service Helper 1.5 (aushelper@mozilla.org)
  • Cisco WebEx Extension 1.0.12 (ciscowebexstart1@cisco.com)
  • Diagnostics 1.0 (diagnostics@mozilla.org)
  • Firebug 2.0.19 (firebug@software.joehewitt.com)
  • Last tab close button 0.3.7.1-signed.1-signed (last-tab-close-button@victor.sacharin)
  • LastPass: Free Password Manager 4.1.54 (support@lastpass.com)
  • Multi-process staged rollout 1.12 (e10srollout@mozilla.org)
  • Pocket 1.0.5 (firefox@getpocket.com)
  • Send HSTS Priming Requests 1.0 (hsts-priming@mozilla.org)
  • SHA-1 deprecation staged rollout 1.3 (disableSHA1rollout@mozilla.org)
  • UnMHT 8.3.2 ({f759ca51-3a91-4dd1-ae78-9db5eee9ebf0})
  • Web Compat 1.0 (webcompat@mozilla.org)
  • Norton Security Toolbar 2017.9.0.2 ({C1A2A613-35F1-4FCF-B27F-2840527B6556}) (Inactive)

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: Intel(R) HD Graphics
  • adapterDescription2:
  • adapterDeviceID: 0x0046
  • adapterDeviceID2:
  • adapterDrivers: igdumd64 igd10umd64 igdumdx32 igd10umd32
  • adapterDrivers2:
  • adapterRAM: Unknown
  • adapterRAM2:
  • adapterSubsysID: 215a17aa
  • adapterSubsysID2:
  • adapterVendorID: 0x8086
  • adapterVendorID2:
  • clearTypeParameters: Gamma: 2.2 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 300
  • crashGuards: []
  • currentAudioBackend: wasapi
  • direct2DEnabled: True
  • directWriteEnabled: True
  • directWriteVersion: 6.2.9200.22164
  • driverDate: 1-10-2012
  • driverDate2:
  • driverVersion: 8.15.10.2622
  • driverVersion2:
  • featureLog: {u'fallbacks': [], u'features': [{u'status': u'available', u'description': u'Compositing', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'HW_COMPOSITING'}, {u'status': u'available', u'description': u'Direct3D11 Compositing', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'D3D11_COMPOSITING'}, {u'status': u'disabled', u'description': u'Direct3D9 Compositing', u'log': [{u'status': u'disabled', u'message': u'Disabled by default', u'type': u'default'}], u'name': u'D3D9_COMPOSITING'}, {u'status': u'available', u'description': u'Direct2D', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'DIRECT2D'}, {u'status': u'available', u'description': u'Direct3D11 hardware ANGLE', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'D3D11_HW_ANGLE'}]}
  • info: {u'AzureCanvasAccelerated': 0, u'AzureCanvasBackend': u'direct2d 1.1', u'AzureFallbackCanvasBackend': u'cairo', u'AzureContentBackend': u'direct2d 1.1'}
  • isGPU2Active: False
  • numAcceleratedWindows: 1
  • numTotalWindows: 1
  • supportsHardwareH264: No; Hardware video decoding disabled or blacklisted
  • webgl2Renderer: WebGL creation failed: * Error during ANGLE OpenGL init. * Error during ANGLE OpenGL init. * Error during ANGLE OpenGL init. * Error during ANGLE OpenGL init. * Error during ANGLE OpenGL init. * Exhausted GL driver caps.
  • webglRenderer: Google Inc. -- ANGLE (Intel(R) HD Graphics Direct3D11 vs_4_0 ps_4_0)
  • windowLayerManagerRemote: True
  • windowLayerManagerType: Direct3D 11

Modified Preferences

Misc

  • User JS: No
  • Accessibility: No
Pkshadow
  • Top 10 Contributor
121 solutions 1252 answers

Chosen Solution

Is a big jump from version 51 to 56. That could be the issue if this is the cpu that has the issue. ?? The information that comes across to me is you are running Firefox ver 51.0.1 New Firefox update tonight/tomorrow released as per your screenshot version 56.0.1 Try this : https://support.mozilla.org/en-US/kb/update-failed-error-message-when-updating

Can try : https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode

last choice : https://support.mozilla.org/en-US/kb/troubleshoot-and-diagnose-firefox-problems

People on Windows 7 are having issues as Microsoft is not properly supporting it even though are suppose to till 2020. You can as others are doing or have to do at times is move to the Extended Release which will support extensions and stuff that may want to run but it is version 52 here: https://www.mozilla.org/en-US/firefox/organizations/all/ If backup and save bookmarks/profiles/passwords can try a full installer over top which I have done myself out of no choice from here: https://www.mozilla.org/en-US/firefox/all/ It has not done anything to my bookmarks or passwords but I can not say that that will happen for you.

Please let us know if this solved your issue or if need further assistance.

Is a big jump from version 51 to 56. That could be the issue if this is the cpu that has the issue. ?? The information that comes across to me is you are running Firefox ver 51.0.1 New Firefox update tonight/tomorrow released as per your screenshot version 56.0.1 Try this : https://support.mozilla.org/en-US/kb/update-failed-error-message-when-updating Can try : https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode last choice : https://support.mozilla.org/en-US/kb/troubleshoot-and-diagnose-firefox-problems People on Windows 7 are having issues as Microsoft is not properly supporting it even though are suppose to till 2020. You can as others are doing or have to do at times is move to the Extended Release which will support extensions and stuff that may want to run but it is version 52 here: https://www.mozilla.org/en-US/firefox/organizations/all/ If backup and save bookmarks/profiles/passwords can try a full installer over top which I have done myself out of no choice from here: https://www.mozilla.org/en-US/firefox/all/ It has not done anything to my bookmarks or passwords but I can not say that that will happen for you. Please let us know if this solved your issue or if need further assistance.
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Question owner

Thanks, Pkshadow. Your advice put me on the track to a solution. Here's the log I kept of the things I tried:

#1

"Refresh Firefox", then update via "About". No error message, but the update didn't happen. "Refresh" also didn't remove my extensions or extension data.

#2

Restart FF in safe mode, then update via "About". Same as #1.

Note: In the above scenarios, the firefox actions that promise to "restart" didn't really restart Firefox. They just shut it down. I had to start FF up again manually.

#3

Restart Windows in safe mode with networking. Start FF. Update via "About". It worked! I'm at 56.0(64-bit). (And in safe mode the "restart to upgrade" actually restarted.)

~ Ken

Thanks, Pkshadow. Your advice put me on the track to a solution. Here's the log I kept of the things I tried: #1 "Refresh Firefox", then update via "About". No error message, but the update didn't happen. "Refresh" also didn't remove my extensions or extension data. #2 Restart FF in safe mode, then update via "About". Same as #1. Note: In the above scenarios, the firefox actions that promise to "restart" didn't really restart Firefox. They just shut it down. I had to start FF up again manually. #3 Restart Windows in safe mode with networking. Start FF. Update via "About". It worked! I'm at 56.0(64-bit). (And in safe mode the "restart to upgrade" actually restarted.) ~ Ken

Modified by kenatsun

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