Firefox ESR version stops loading periodically
Our enterprise is using Firefox ESR. We have had multiple users report that their Firefox will stop loading new tabs every once in a while - there doesn't seem to be an obvious pattern but it happens every few days. The user can open a new tab and type in a URL, but loading of the site will never complete (it just endlessly loads and nothing ever populates on the screen). If they try to open a bookmark it won't load at all. Preexisting tabs continue to function. The only way to remediate the issue is to close Firefox entirely and restart it, at which point a message indicates that Firefox is already running and asks whether you want to close it. If you say yes and then reopen Firefox again, it goes back to normal operation. How can we remediate this issue?
Toutes les réponses (8)
Do you have any third party software running that injects DLLS into Firefox like McAfee DLP?
Mike Kaply said
Do you have any third party software running that injects DLLS into Firefox like McAfee DLP?
I don't believe so, but where can I look to verify this? We do not use McAfee products, but I'm not sure what other products inject DLLs that we may have in our environment; to my current knowledge there are no DLL injectors.
Modifié le par madyson.stricker
You can type:
about:third-party
in the URL bar and it will tell you if there are any third party modules loaded.
Do you have any extensions installed?
Can you check the JS console with Ctrl+Shift+J and see if there are any errors?
I think it's going to be best to open this as a bugzilla bug so we can get our development team to investigate.
Mike Kaply said
You can type: about:third-party in the URL bar and it will tell you if there are any third party modules loaded.
There are two DLLs injected by our antivirus provider.
Do you have any extensions installed?
This issue persists across our environment; some affected users do have extensions installed but most do not.
Can you check the JS console with Ctrl+Shift+J and see if there are any errors?
There are errors in the JS console, mostly like this:
Unchecked lastError value: Error: Could not establish connection. Receiving end does not exist. background.js:2 x4 moz-extension://xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx/background/background.js:2
However, this appears to be happening just this morning, and I have not experienced the freezing issue in this time frame.
So after talking to the development team, it seems like the content process is crashing for some reason.
Do you see anything in about:crashes on these machines?
This might be something better discussed in bugzilla as a bug versus here.
Mike Kaply said
Do you see anything in about:crashes on these machines?
There is content here but it's old - not in the time frame that this issue has appeared.
This might be something better discussed in bugzilla as a bug versus here.
How do I create a report through bugzilla/is there a way to import this ticket directly into bugzilla?
Sorry, I dropped the ball on this.
You can create a ticket here:
https://bugzilla.mozilla.org/home
And the post the bug number and i will link them.
Mike Kaply said
And the post the bug number and i will link them.
It's bug 1760057. Thanks for your help!