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Some users are unable to install the latest experiments #1474

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BrotherStein opened this issue Sep 28, 2016 · 45 comments

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@BrotherStein
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commented Sep 28, 2016

/edit by ckprice - updated title a bit to be more general than just Page Shot.

@ckprice

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commented Sep 28, 2016

Thanks for the report! Can you please restart your browser and try again.

@digitarald

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commented Sep 28, 2016

Same for Tracking Protection. Browser Console log: https://pastebin.mozilla.org/8913899

@BrotherStein

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commented Sep 28, 2016

Restarting my browser fixed it. Thanks!

@digitarald

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commented Sep 28, 2016

Same here, switched if off and on again.

@marco-c

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commented Sep 28, 2016

@ckprice ckprice changed the title I tried to enable Page Shot, but the Enable button says "Enabling" without ever finishing. I tried to enable Page Shot (and others), but the Enable button says "Enabling" without ever finishing. Sep 29, 2016

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commented Sep 29, 2016

I'm altering the title a bit to be more general, and duping out some other reports to this issue as it has a couple good log dumps in it.

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commented Sep 29, 2016

@SoftVision-PaulOiegas - could you guys come up with some reliable STR for this?

@SoftVision-PaulOiegas

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commented Sep 29, 2016

We have managed to reproduce this too but only happens if you have a Test Pilot version prior to the new experiments launch. However, the new experiments are correctly installed under the hood, the "Enabling..." state seems to be only an UI issue on the website at first glance. That's why refreshing the page or restarting the browser confirms that the experiments are installed after.

I also tried with a second profile that had even an older add-on version installed. Went to "about:addons" page and manually checked for updates. Test Pilot add-on updated and after I've enabled the new experiments almost instantly.
So starting the old profile didn't triggered the auto check for add-on updates.

Checked with a third profile with the old add-on installed to see if the check for updates is eventually triggered. It took more than 5 minutes until the browser self updated the Test Pilot add-on.

Maybe we should implement a self check and update trigger for the add-on somehow ? Just an idea, you guys know better if something like this could be done.

Here are the steps to reproduce this:
[Prerequisites]:

  • An old Firefox profile with Test Pilot add-on installed a while ago (prior to new launched experiments).

[Steps to reproduce]:

  1. Open Firefox with the profile from prerequisites.
  2. Click on Test Pilot icon in the browser toolbar.
  3. Choose one of the 3 new experiments.
  4. Click on "Enable <experiment_name>" button and observe the page behavior.

[Expected results]:

  • The chosen experiment is enabled and a dialog with a tour of the experiment is displayed.

[Actual results]:

  • The experiment remains in "Enabling..." state on the Test Pilot page but the experiment is correctly installed.

[Notes]:

  • This probably happened and would happen again after each new experiment launched if the Test Pilot add-on auto update is not triggered fast enough.
  • Here are also some console errors observed while trying to enable Page Shot and Min Vid from old add-on versions.

page shot install error
min vid isntall old test pilot

@marco-c

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commented Sep 29, 2016

We have managed to reproduce this too but only happens if you have a Test Pilot version prior to the new experiments launch. However, the new experiments are correctly installed under the hood, the "Enabling..." state seems to be only an UI issue on the website at first glance. That's why refreshing the page or restarting the browser confirms that the experiments are installed after.

It happened with the latest Test Pilot version for me, and the experiments weren't correctly installed (when I refresh the page or restart the browser, the experiments were not installed).

@SoftVision-PaulOiegas

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commented Sep 29, 2016

@marco-c Do you get an error at top of the page when you try to enable them ? I'm, asking because your issue could be also related to firewall or antivirus configurations. We had in the past a few issues where users get an error when they try to install the experiments. But after testing outside the firewall network or adding permissions in the AV client, everything worked well.

Anyway, we are investigating this. It would help also if you could provide some browser console logs as I did above if you still reproduce the issue.

@marco-c

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commented Sep 29, 2016

@marco-c Do you get an error at top of the page when you try to enable them ?

There was no error at top of the page.

I'm, asking because your issue could be also related to firewall or antivirus configurations. We had in the past a few issues where users get an error when they try to install the experiments. But after testing outside the firewall network or adding permissions in the AV client, everything worked well.

I'm on Linux, so no antivirus 😄

Anyway, we are investigating this. It would help also if you could provide some browser console logs as I did above if you still reproduce the issue.

I already provided the logs a few comments ago.

I'm able to install them now, after restarting the browser.

@Samizdata

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commented Sep 29, 2016

In my case restarting the browser with cleared cache and history did not fix the problem. I had previously uninstalled and updated Test Pilot, which allowed Page Shot to install, but I am unable to install any further experiments or reinstall the experiments I used previously.

@SoftVision-CosminMuntean

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commented Sep 29, 2016

Managed to reproduce it too on Test Pilot stage server.
Here is a screen recording with the issue and the workaround: https://goo.gl/AMr8z4.
Here are some console errors observed while trying to enable Min Vid: https://goo.gl/h5YEyV.

@chuckharmston

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commented Sep 29, 2016

screen shot 2016-09-29 at 9 42 21 am

Keying in on this bit of @SoftVision-CosminMuntean's screenshot, I worked with @relud to sift through our access and error logs in nginx and our CDN logs. nginx has never served a 504, and there have only been 88 instances of proxy connection failures. Seems like this is a red herring, unfortunately.

@wresuolc

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commented Sep 30, 2016

Our current best theory is that upgrading the Test Pilot add-on and then attempting to install experiments fails. We don't know why, but we're expecting the problems to drop off rapidly as Firefox automatically upgrades the Test Pilot add-on.

Marking Needs UX to consider options for warning people here (eg. if enabling is taking too long). Also related #1335

@bittin

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commented Oct 3, 2016

I just noticed i have the same problem in Beta 3 of Firefox 50

log here: https://pastebin.mozilla.org/8915411

@Samizdata

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commented Oct 3, 2016

And now I am back at the exact same problem. I uninstalled, updated, installed Page Shot, anod now every other Test Pilot Experiment gives me the unable to install right now error I had in the first place.

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commented Oct 3, 2016

@rabimba

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commented Oct 12, 2016

I am still able to replicate this issue, only for Tracking Protection and I do not have any security suite installed. Also this is what I get
image

Though I am actually behind an educational internet backbone. So don't know if anything on that network can cause this.

@Menimue

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commented Oct 14, 2016

I have managed to install 'Tracking Protection'. It wouldn't install at all, tried many times over a period of days. I have just tried again and it's installed no problem. I haven't changed any settings on my pc or made any adjustments to antivirus permissions. It just worked.
So I'm a happy bunny now thank you to everyone for the help..

@SoftVision-PaulOiegas

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commented Oct 14, 2016

@rabimba If you have the latest Test Pilot version installed, don't have any antivirus client and you still cannot install the experiments, then the educational network could be the problem.

@Menimue The dev team found out what was causing this and we managed to provide a fix for the issue. I assume that's why you have been able to install it now.
Enjoy the experiments and feel free to provide any feedback for the tested ones so we could improve them.

@Dainius14

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commented Oct 17, 2016

@chuckharmston Your suggestion didn't work, as there's no such option in my Firefox 49.0.1 extensions.install.requireBuiltInCerts. Turning off SSL/TLS protocol filtering in ESET AV did the trick.

@chuckharmston

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commented Oct 18, 2016

@Dainius14 That preference doesn't exist by default; you need to create it in order for it to exist.

That said, I do not recommend setting that preference to get around this issue; it makes your browser notably less safe. It's only helpful for debugging the problem.

@johngruen

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commented Jan 11, 2017

lets talk about this in the meeting

@sevaan sevaan removed the needs:UX label Jan 11, 2017

@SoftVision-PaulOiegas

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commented Jan 11, 2017

From QA perspective it seams that the add-on may have some backwards compatibility issues. After the last 2-3 production releases, mostly the end users, encountered experiments enabling problems. In most of the cases the problem got fixed by manually checking for add-ons updates or reinstalling the add-on. This means that if a new version launches users are unable to enable the experiments from the old version until they update to the latest.
This combined with the amount of time Firefox needs until automatically checks for add-ons update is generating lately this kind of issues to appear.

I can dig for several issues from the other experiments related to this if needed. but it will take some time. What I have in reach are the next two:

  • This issue was also reported by our team last month in #1940. It was fixed back then but I don't think the root cause was found yet.
  • Another recent issue that was caused by strange add-on updates after latest version was installed from Test Pilot #1985. It contains also a profile on which we were able to reproduce it constantly.
@johngruen

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commented Jun 27, 2017

Best we can do is message on a timeout. Most of this bug happens upstream.

@johngruen johngruen closed this Jun 27, 2017

@wresuolc wresuolc modified the milestone: Sprint 27 Jul 10, 2017

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