ESR Firefox hangs repeatedly for many users in an organization. Will recur after refreshing, reinstallation etc.
In an organization of 400+ users, we have deployed firefox ESR, versions 45 and 52, across our users. Most are on 45, but a non trivial amount are on 52. Our users are frequent users of the Java plug in.
For the past month we've been having an issue, that crosses all departments, all environments, all versions, etc. User's will experience a firefox hang, that will *sometimes* work in safe mode, but will always work after after a refresh. To clarify, it will hang on startup every instantiation of firefox until safe mode, where upon normal mode still hangs, or a refresh where normal mode will work. Normally this is not a huge deal, but the issue recurs on the users unpredictably. I have one user who's firefox will hang every other day, requiring IT assistance. Other users, we'll refresh it and it seemingly won't recur, or possibly will after a few days.
We've tried A LOT to combat this issue. Insofar as we can tell, the plugincontainer.exe hangs before firefox.exe does. There's no specific plug in that seems be an issue, as users with identical plug ins will have different experiences. It's affecting about 6% of our users, but a daily occurrence for our help desk. It happens no matter what version of firefox they're on, it happens after a reinstall, etc. We're at our wit's end; firefox has been the best browser for our org, and we don't want to have to switch back to devil IE. But it's looking that way.
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I don't know if this will help;
Are you using the 64bit Firefox? Many have reported issues. Install the 32bit version from https://www.mozilla.org/en-US/firefox/organizations/all/
We are on 32 bit already.
Am sure your techs have this : https://developer.mozilla.org/en-US/Firefox/Enterprise_deployment and https://wiki.mozilla.org/Deployment:Deploying_Firefox
Is beyond me so will let some one grab this that knows more.
Yes. We have utilized those tools.
One of the "side effects" of using Refresh is that during the first run after Refresh, Multiprocess is not yet enabled. During that run, Firefox assess whether the current configuration is compatible and if it is, enables it going forward for future runs. This is for Firefox 52; Firefox 45 did not do this.)
Could you investigate:
Are the problem users using Multiprocess (e10s)?
Multiprocess creates a second firefox.exe or plugin-container.exe process to isolate the web content from the browser UI. You can check whether you have this feature turned on as follows. Either:
- "3-bar" menu button > "?" button > Troubleshooting Information
- (menu bar) Help > Troubleshooting Information
- type or paste about:support in the address bar and press Enter/Return
In the first table on the page, check the row for "Multiprocess Windows" and see whether the number on the left side of the fraction is greater than zero. If so, they are using e10s.
If they are using e10s:
To help evaluate whether that feature is causing problems, they could turn it off as follows:
(1) In a new tab, type or paste about:config in the address bar and press Enter/Return. Click the button promising to be careful.
(2) In the search box above the list, type or paste autos and pause while the list is filtered
(3) Double-click the browser.tabs.remote.autostart.2 preference to switch the value from true to false
Note: the exact name of the preference may vary, but it will start with browser.tabs.remote.autostart
At their next Firefox startup, it should run in the traditional single-process mode. Any difference?
That sounded like you hit the nail on the head, but after trying with a few users it had no impact on the hang.