Questions that you may have about Best Practices:
What do I do when I first sign up?
Where can I ask for help?
What do I do when the user does not want to follow the suggested procedures?
What do I do if the user becomes aggressive/nervous?
As a Mozillian, how much can I say when responding to comments about issues mentioned in Mozilla backed media (for example comments about Flash or support for XP)?
Suggestions from the Local Community Experts.:
In addition to https://support.mozilla.org/en-US/kb/answering-questions-support-forum
Always be polite, if you feel yourself needing to be rude, impolite or rant, please step away and do something nice for yourself (e.g. tea, chocolate, coffee, hike, walk, bicycle, etc) and come back 1 hour later :-).
You do not have to answer every question, start with one please!
Please try to go back and respond to responses that are awaiting for your response before answering a new one.
When there is more than one user posting help in a forum, please acknowledge one another in your responses and work together for a solution, opposing answers can be confusing. Aim on answering the user's questions, if you see two answers as a user how would you feel?
Even though in customer support, answers are best solved if you are really responsive during the first 48 hours of a life a of a post, you don’t want to just reply for the sake of replying quickly; only reply if you have something that can move the question resolution forward please!
When starting, try some research to answer the question before posting:
Did someone answer a question like this in the past - search other questions
Are there articles on this subject that the user has not answered yet?
Are there any workarounds that are less that 4 years old on our neighbors sites?
Is it an operating system issue, please make sure to ask for the about:support info
If you are not a top 10 contributor, who cares, we still value your support. Most questions don’t require in depth technical knowledge or more than a few months of experience using a Mozilla product. Just common sense and a trouble shooting mentality and politeness!
Encourage other contributors if you notice someone new, you could be a higher rank too if that is what your goal is.
Having a dispute with another community member? We are happy to help, please try to resolve differences according to the Community Guidelines. Contact a moderator or admin if intervention is required.
Please acknowledge and rephrase the issue that the user has posted about in the topic, you are not a robot ;-)
Flag duplicate posts (not sure if this will still occur) and inform user to stick with original by linking them to it.
A positive attitude will make the user comfortable and will improve the relationship between Support and end-user. Be nice, be polite, be gentle. Put yourself in the user’s position.
Have fun! Think about how good it is to solve someone else’s problem, and therefore making that person (that is probably thousands of miles away from you) have a better experience in the Web.
Try to fully understand the question and the problem, if something is fuzzy ask the user for more details. When you give an answer that has nothing to do with the question/problem the user will be frustrated.
Pace yourself. Set yourself a small target of just answering two or three questions when you are online.
Focus on things that you know to start with. Do not be worried that you cannot do everything. Perhaps start by looking at people using the same operating system as yourself, or an element of Firefox that you are comfortable with.
Sometimes there will be questions (or additions to questions) where users say how much they like Firefox and Mozilla. Acknowledge these comments and keep it fun - it will make these users feel valued.
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The two major ones that I would point out are Kudos, User Banning, Moderating media and attachments - there is a queue for this in the moderator's role. My questions for the community would be - based on the guidelines above, is this an ok policy for User banning? bookmark link in moderation guidelines
Kudos can be restricted and are automatically flagged if many are given over a period of time. (Similar to the posting limit on users not in the trusted contributor group) - moderation may be needed to make sure users are not gaming the system
Moderating flagged media is just another part of the moderation site role.
NDA Contributor Forum and Employee guidelines are relatively the same. More on that https://wiki.mozilla.org/NDA
Migration Ongoing Questions:
FAQs other than community: Go to the “Help” link at the top right of the page.
Basics and Profile Preferences
How do I search?
You can search in each of the sub cateogies from the search box at the top of each page, however the advanced search link can also used on the search results page. It lets you search by forum post, article type, comments, as well as certain boards or certain locales and nodes in the forum.
How do I get added as a new role?
Message and admin,or click on the link in the Announcements category that says “Request to be a Contributor”
How do I sign in?
After the Migration you will have to reset your password to login. If you are a new user you can register from the Sign in button.
I cannot sign in, what do I do?
Recently we have had a few users run into these issues when they are having trouble logging in. Their forwarding address does not work, you must verify the account, your old account must have the password reset after the migration date of Feb 2017 and
How do I change my default dictionary?
My settings : Preferences change your language preference to change your dictionary preference. At first it will be English.
How do I change my timezone?
In My Preferences, change the timezone to that of your choice, the default will be detected in the browser.
Can I change my username?
You will have to message an admin to do this: pmmclard, rtanglao, vesper, jsavage, madalina or guigs. It just has to be less than 12 characters, not have spaces or dots.
Where is the activity?
How do I navigate?
Questions about posts?
Are kudos on for my post?
How to I mark a post as spam?
In order to mark a post as spam, the spam button will be visible on the bottom right of the page.
How do I enable spell check in my post?
If it does not show up by default, you should be able to toggle the spell checker to show the traditional red underline for misspelled words. Check this for how to toggle it: https://www.screencast.com/t/HWglpxocTD
Where is the index filters for questions?
This is is a moderator feature where each of the locales that are not english will have to create a list of words for automatic flagging of content. Filters can also be added to see keywords automatically flagged - this does not remove stuff from there.
Where is the Moderator Forums?
If you have not been added as a SUMO Site Moderator, you will not be able to see the Moderator forums. If you should, please message an admin or file a bug in the Lithium Migration bugzilla section and we can get it sorted out.
What are the new features for Moderators?
In the moderator forums, there are Floated, or stickied topics will all of the guidelines, training and what each of the discussion boards are used for. Please add questions about these features in the Moderator Discussion Guidelines
How do I block new replies, or lock a question?
The option to "lock" I think is actually called "Block new replies". You should have it in the options. Let me know if that works!
How do I ask for about:support info? Where is the meta data of the user’s computer?
You may have to ask the user now to provide the Troubleshooting data on their Firefox, we are in the process of adding required labels with operating system names and Firefox versions, however please feel free to add tags to the questions if you have the opportunity.
How do I tell if someone is already working on a question?
Currently there is not a feature for this to show real time working on an issue. However it has been proposed that you can put your username as a tag on the question if you are in the process of answering them.
How to I use Macros or Common Responses? Where are the common Responses?
The common responses are in the English Community Resources page under Templates. Please use this archive of Common Responses to add to you personal macros in your settings in your user profile in the meantime. In order to use macros follow these instructions: If you are a lithium community member use this link: https://community.lithium.com/t5/Community-FAQ-s/How-to-use-Macros-in-the-My-Settings-tab/ta-p/34488 else please use the pastebin for the main contenet here: https://pastebin.mozilla.org/8977785
How do I access my old questions in kitsune?
You can access the questions in the period of the migration and going live from your email notifications that were sent out from kitsune or you can use a host file to temporarily access the ip that located 126.96.36.199 (Keep in mind: at some point, it's going to stop working I wouldn't depend on it being online forever)a dd this to the hosts file before: http://logs.glob.uno/?c=sumo#c92845
What is my rank?
A rank is the description of your username that is based on the amount of activity you have participated in the community.
What is a badge?
Badges are historically participation indicators, however there are more badges that can be suggested and are always being added.
(I will sticky this post
Anyone wishing to comment about these faqs I think it is best starting a new thread not replying to this one - but I will not block replies ~J99
Rachel there are now two copies of this post, have I done something wrong or is that normal when floating ? I will not delete the 2nd copy as it is a live version of this - is a floated article merly a duplicate link ?)
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As we have a pretty helpful commuity here, I would also like to offer the Germany Community as another resource. Since you posted in the English forums.
Mailing list: community-german at lists.mozilla.org
IRC-Chat: #firefox.de (with ongoing user-support), #mozilla.de
Community website: mozilla.de
Da wir hier eine ziemlich hilfreiche Gemeinheit haben, möchte ich auch die Deutschlandgemeinschaft als eine weitere Ressource anbieten. Da hast du in den englischen Foren gepostet.
@Happy112 This thread was flagged in the moderator queue, if the user does not respond, we might want to lock it?
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There was a second email sent out to users who had any email, ".", or space in their name, or if there was any html in the previous user profile. Since Lithium has a different citeria for usernames it may have been sent to let you know it was changed or needed to be. If you are running into any other issues with that, admins can change usernames now.
Moses is right to just ignore it if your profile did not have any issues mentioned above.
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Welcome to the Mozilla Support community
\WHO Mozilla Support (or SUMO, from SUpport.MOzilla.org) was started in 2007 by a group of Mozilla contributors who wanted to help Firefox users with support issues. SUMO began with a Knowledge Base and soon after, a Firefox support forum was added. Later on, other Mozilla products were added to SUMO, such as Firefox for Android, Firefox for iOS and Thunderbird. Over the years, much of the knowledge that was accumulated was translated. The Mozilla Manifesto brings our community together, with a passion to help and heartfelt empathy.
\WHAT The forum was made just for you, the user. We are here to help users like you to use and shape and mold the web with Mozilla technology. We continue to keep an up-to-date Knowledge Base, translate articles into a number of languages, answer user support questions, and discuss community issues and policies in the discussion forum.
\WHY Because we like to help users and talk about Mozilla open source products. We help people with their Firefox issues, but is also the front line in helping drive Mozilla product development. What do you love about it here? Tell us here!
\ping an admin on irc today
We hang out on an IRC server Mozilla hosts in the #sumo channel http://chat.mibbit.com/?server=irc.mozilla.org Logs for the #sumo IRC channel are available here: http://logs.glob.uno/?c=sumo
We also are present in the Support Discussion Forum https://wiki.mozilla.org/IRC#Connect_to_the_Mozilla_IRC_server
We are from around the world with a diverse set of IPs and locations. See all of the available locations: (Click on Languages in the top right corner of the page)
Some basic guidelines for participating in the Community
Forum rules and guidelines for everyone
We will assume positive intent when dealing with first-time violations. We will only warn or ban users who repeatedly or blatantly violate the rules.
Administrators have the final say in modifying, interpreting, and enforcing these rules.
Note: If you observe someone breaking a rule or being abusive, alert a moderator or an administrator by clicking "Report abuse" next to the post. Do not try to deal with them yourself.
Subjects covered in the support forum
We only answer questions about Mozilla products. This includes Firefox, Firefox for Android, Firefox for iOS, Firefox OS, Firefox Focus, Thunderbird and Webmaker. Users who post about subjects that are not support requests for those Mozilla products will be directed to an alternative discussion forum or to another resource, if appropriate, and their question will be tagged as "offtopic".
What is off topic:
How do I reset my Firefox?
How do I reset my router? - call the local tech, thank you!
How do I disable the flash plugin in Firefox?
How do I install Flash in other browsers? - to adobe.com with you!
Why is Thunderbird not sending email?
I wish Thunderbird could let me turn on the lights in my garage! - are you serious???
User posts about Mozilla issues that are not in our power to solve, such as development decisions, will be treated as offtopic. For serious discussion, users will be directed to an appropriate forum that covers the topic, such as one of the Mozilla forums or a specific Mozilla Discourse forum.
Firefox users who post opinions, complaints or rants can also be referred to the Advocacy team through the Submit Feedback process. The User Advocacy team reviews all feedback and reports on the findings to the product teams and relevant parties, which helps to influence and shape Mozilla products.
Note: Thunderbird users can submit feature requests or other Thunderbird feedback to the support forum, as the process is Firefox-only. These posts are NOT offtopic.
Posting support requests
Please create one thread for each subject you need help with to make it easier to keep track. Do not re-use existing threads started by others, even if they are seemingly on the same subject. Please ask a new question instead.
Users who post forum spam will have their posts removed. This includes links to malicious websites, trolling and abusive or unwanted information. If a post that is otherwise appropriate includes links considered to be spam, those links will be removed.
Images and other media
You can add images, such as a "screenshot" of your computer screen. Added images or other media must help explain a problem or solution. Inappropriate media will be removed. Note: Basic instructions for creating a screenshot are given in the article, How do I create a screenshot of my problem?
Posts are public, so please don't post any personal or sensitive information that lets people know who and where you are. Moderators will remove sensitive information from your posts to protect your privacy but please make it easier for everyone by not posting this information at all. This includes addresses, email addresses and social media profiles - these are for your profile.
Link to content rather than posting it in its entirety, unless you are the copyright holder or have permission from the copyright holder.
Do not post direct links to executable files. Moderators may remove these links to protect users from potentially malicious downloads. (You can post a link to the webpage that contains the file download but it may also be removed if a Moderator finds that the web page content could be harmful or if the web page link is spam.)
Language and conduct
Do not use obscene, lewd, lascivious, filthy, or excessively violent language.
Do not harass, insult, taunt, provoke, demean, or personally attack other forum members. Be friendly even if others are not.
Do not excessively "bump" a thread (post simply to get a thread to the top of the list).
Floating Topics to the top can be done by Moderators and Administrators. Kudos are given by users on Support Topics, Knowledge Base Articles and Forum Posts.
Legal and Privacy
Mozilla’s Legal team can help you with any issues
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I do not know of a donation site for the one you describe, can you please share the link to make sure the site is secure?
How do I tell if my connection to a website is secure?
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I am thinking because this happens in all of your browsers you may want to give your internet provider a call to check the connection.
Otherwise you can try to refresh the page if the connection has timed out. Server Not Found - Troubleshoot connection problems
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I understand that when you are chatting with your son with Google Hangouts in Firefox, that you are running into an issue where you have installed the Google Voice or Talk plugin and it does not show up in Firefox.
Are the permissions to share these devices shared on the website where hte plugin is loading.
Check the permissions of the shared hardware in this setting:
Page Info window - View technical details about the page you are on
Make sure that the plugin in about:addons is set to Always activate as well .
I made a screencast that should be helpful https://www.screencast.com/t/ztTLcbhp
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It sounds like when you update Firefox, after each update you must go into your about:addons and turn some of your add ons back to enabled. I am happy to help.
I think there could be two things happening here:
The add ons that you have installed may not be verified, please make sure that they are all up to date by turning on automatic updates in the about:addons preferences. If they are not verified they will be automatically disabled.
Please see http://mzl.la/1xKrIEt
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I understand the urgency of answering why the background-color display feature is not working anymore on the site that you have provided screenshots of between Firefox version 50.1 and 50.2. However, please understand that the support forum is mostly ran by volunteers giving their free time to help with these questions, thank you.
To be more clear, we have tested the jsfiddle that you mentioned and the issue cannot be reproduced on our side with a new Firefox profile and with the same operating system. You did confirm that you still see this issue when you also refresh Firefox the browser and refresh the webpage. It was suggested to bypass the cache and to clear the cookies/history of the site to make sure it was not a corrupt webpage. (You can also try this with a new private window in version 50.2, but a new profile is much better to get a clear idea that its not the cache, a plugin, add on or any customizations that )
After I tried the JSfiddle link in Firefox beta, there is an issue with the background color showing in the select options.
Some background on styling form elements across browsers to set your expectations: https://developer.mozilla.org/en-US/d.../Advanced_styling_for_HTML_forms
Select is considered and "ugly" element - where it will not be perfect across all browsers.
Also "Firefox does not have a way to style the dropdown arrow.
If you want to style the <option> elements inside the dropdown list, the behavior of Chrome and Opera vary from one system to another."
If we cannot find a work around here, for a more immediate work around, you will want to ask your question in stackoverflow.com where a developer community can help you.
You might find a better standard style for your select element with a customized form.
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You can also update your latest version of Flash.
Please update your plugins to the latest version. Check to make sure you are up to date:
If you see any issues also see:
Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems
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Hi sabath99, thank you for continued troubleshooting with this issue, please do however review the etiquette on Bugzilla before posting in a bug.
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You will have to use the 32 bit version of Firefox and Adobe Flash player until stage3d features are supported by the 64-bit version.
User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:50.0)
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I am not exactly an expert on this particular Access screen reader, however they do have a support contact list that could be helpful if you mention to them what exactly is no longer working:
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A Refresh will put the data in a folder on your Desktop called "Old Firefox Data" and there are steps to put that stuff back: Recovering important data from an old profile
As for the updates, please first close Firefox in the Activity Monitor or Task Manager etc. Start Firefox and then try the update one more time. There was a new update sent out today 50.0.2.
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It is possible that a previous Firefox session did not close. In Windows 7 and up you can look for the currently running processes in the Task Manager. (This can be found by typing it into the start search menu)
Find it with this video: http://www.screencast.com/t/Uk3NWCZc
Close it then restart Firefox. If you continue to have this issue, please try to start Firefox with the Profile Manager: Use the Profile Manager to create and remove Firefox profiles
Does Firefox still give the same error? "Firefox is already running but is not responding" error message - How to fix it Try this as well.
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I really think we may need to see what you are doing, is it possible to share a screencast or a screenshot of what you are pinning. I tried to close a pinned tab on the about:newtab page and pinned the about:newtab page to the browser. The first one it did go away, however the second description I attempted in the last sentence it did not go away. Although my newtab does not default to about:newtab either.
If you are not familiar: How do I create a screenshot of my problem? or for screencasting I use Jing every now and again.
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