This report is aiming to capture and explain what has happened during and after the launch of Firefox 49on multiple support fronts: Knowledge Base and localization, 1:1 social and forum support, trending issues and reported bugs, as well as to celebrate and recognize the tremendous work the SUMO community is putting in to make sure our users experience a happy release. We have lots of ways to contribute, from Support to Social to PR, the ways you can help shape our communications program and tell the world about Mozilla are endless. For more information: [https://goo.gl/NwxLJF]
Knowledge Base and Localization
| Article | Voted “helpful” (English/US only) | Global views | Comments from dissatisfied users |
| Desktop (Sept. 20 – Oct. 12) | |||
| https://support.mozilla.org/en-US/kb/hello-status | 76-80% | 93871 | “No explanation of why it was removed.” |
| https://support.mozilla.org/en-US/kb/firefox-reader-view-clutter-free-web-pages | 61-76% | 8625 | none |
| https://support.mozilla.org/en-US/kb/html5-audio-and-video-firefox | 36-71% | 11756 | “Didn’t address Firefox not playing YouTube tutorials” |
| https://support.mozilla.org/en-US/kb/your-hardware-no-longer-supported | 70-75% | 5147 | “Please continue to support Firefox for Pentium III. It is not that hard to do.”
“What about those who can’t afford to upgrade their processors?” |
| Android (Sept. 20 – Oct. 12) | |||
| https://support.mozilla.org/en-US/kb/whats-new-firefox-android | 68% | 292 | none |
Localization
| Article | Top 10 locale coverage | Top 20 locale coverage |
| Desktop (Sept. 20 – Oct. 12) | ||
| https://support.mozilla.org/en-US/kb/hello-status | 100% | 86% |
| https://support.mozilla.org/en-US/kb/firefox-reader-view-clutter-free-web-pages | 100% | 81% |
| https://support.mozilla.org/en-US/kb/html5-audio-and-video-firefox | 100% | 81% |
| https://support.mozilla.org/en-US/kb/your-hardware-no-longer-supported | 100% | 81% |
| Android (Sept. 20 – Oct. 12) | ||
| https://support.mozilla.org/en-US/kb/whats-new-firefox-android | 100% | 71% |
Support Forum Threads
Great teamwork between some top contributors
- Firefox 49 won’t start after installation Both Noah and Philipp narrowed down the cause of Firefox not starting, the build that the issuw with Kapersky started and filed bug 1305436 below
- Every Bookmark Displayed
Solved
- Missing mozglue.dll when launching Firefox Updating AVG to get rid of the missing mozglue.dll error
- Firefox crashes FredMcD did a great job restoring bookmarks and
- How to remove “Recently bookmarked” 377 views
- Please also keep in mind for Firefox updates that are not legit: Example of fake update for Firefox
Bugs Created from Forum threads – SUMO Community
- [Bug 1305436] Firefox 49 won’t start after installation
- [Bug 1304848] Users report Firefox is no longer launching after the 49 update with a mozglue.dll missing error instead
- (Contributed to) [Bug 1304360] Firefox49 showing graphics artifacts with HWA enabled
Army Of Awesome
(by Stefan Costen -Costenslayer)
My thanks goes out to all contributors for their help in supporting everyone from crashed (which can be difficult and annoying) to people thanking us. All of your hard work has been noticed and is much appreciated
Along with Amit Roy (twitter: amitroy2779) for helping uses every day
Social Support Highlights
Brought to you by Sprinklr
Total active contributors in program ~16
Top 12 Contributors
| Name | Engagements |
| Noah | 103 |
| Magdno | 69 |
| Daniela | 28 |
| Andrew | 25 |
| Geraldo | 10 |
| Cynthia | 10 |
| Marcelo | 4 |
| Jhonatas | 2 |
| Thiago | 2 |
| Joa Paulo | 1 |
Number of Replies:
Trending issues
Innbound, what people are clicking and asking about:
Outbound top engagement:
Thank yous from users who received SUMO help
Support Forums:
Thanks to jscher from determining between how windows and Firefox handles different video file types Thank you post
Thank you for Noah from a user on Social, link here
Tune in next time in three weeks for Firefox 50!
MozillaZineFr
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