Firefox 49 Support Release Report

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

Solved

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

2016-10-19_1539
Number of Replies:

 

Trending issues

Innbound, what people are clicking and asking about:

inboundmessagesbydesktopandroidtopic

Outbound top engagement:

userissuesrespondedtobytopic-2

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!

What’s Up with SUMO – 29th September

Hello, SUMO Nation!

Change is a constant, and Mozilla is no different. Bigger and smaller changes are coming up across many a project, including SUMO – and we need your help figuring out what they should be like. Learn more about the ways you can make us be better below!

Welcome, new contributors!

If you just joined us, don’t hesitate – come over and say “hi” in the forums!

Contributors of the week

We salute you!

Don’t forget that if you are new to SUMO and someone helped you get started in a nice way you can nominate them for the Buddy of the Month!

SUMO Community meetings

  • LATEST ONE: 28th of September- you can read the notes here and see the video at AirMozilla.
  • NEXT ONE: happening on the 5th of October!
  • If you want to add a discussion topic to the upcoming meeting agenda:
    • Start a thread in the Community Forums, so that everyone in the community can see what will be discussed and voice their opinion here before Wednesday (this will make it easier to have an efficient meeting).
    • Please do so as soon as you can before the meeting, so that people have time to read, think, and reply (and also add it to the agenda).
    • If you can, please attend the meeting in person (or via IRC), so we can follow up on your discussion topic during the meeting with your feedback.

Community

Platform

Social

  • Thank you for the SUMO Day today! It was a record day for the number of people logging in – you rock!
  • The new training for filtering in widgets is available here:

    http://screencast.com/t/llm6PF5rI2 – it also shows the new support thread-specific inbox for the dashboard.

  • Some issues popping up nowadays are startup crashes – caused by AVG and WebSense in particular.
  • Inactive accounts may be removed soon, so if you’re still active, please log in this week. If you no longer have an account, please get in touch with Rachel!
  • Want to join us? Please email Rachel and/or Madalina to get started supporting Mozilla’s product users on Facebook and Twitter. We need your help! Use the step-by-step guide here. Take a look at some useful videos:

Support Forum

Knowledge Base & L10n

  • We are 5 weeks before next release / 1 week after current release What does that mean? (Reminder: we are following the process/schedule outlined here).
    • No work on next release content for KB editors or localizers 
    • All existing content is open for editing and localization as usual; please focus on localizing the most recent / popular content
  • Since pizza turned out to be a great success, if you have ideas how to virtually gather your l10n team mates, contact me about that!

Firefox

  • for Android
    • Version 50 is slated to come out on November 8th. It should bring video viewing and controlling improvements.
  • for Desktop
    • Version 50 (November 8th as well) will bring the following goodies:
      • WebRTS – full duplex audio streams
      • Tracking Protection supporting Do Not Track
      • Electrolysis – e10s RTL for Windows and Mac
      • First e10s sandbox for Mac OS X and Windows
      • Find in page with a mode to search for whole words only
      • New preference for cycling tabs using Ctrl + Tab
      • Improved printing options via the Reader Mode
  • for iOS
    • Still quiet… Keep using 5.0!

…and that’s it for this week! Remember that we <3 you all for being there for the users when it matters most! Keep rocking the helpful web!

What’s Up with SUMO – 22nd September

Hello, SUMO Nation!

How are you doing? Have you seen the First Inaugural Firefox Census already? Have you filled it out? Help us figure out what kind of people use Firefox! You can get to it right after you read through our latest & greatest news below.

Welcome, new contributors!

If you just joined us, don’t hesitate – come over and say “hi” in the forums!

Contributors of the week

Don’t forget that if you are new to SUMO and someone helped you get started in a nice way you can nominate them for the Buddy of the Month!

SUMO Community meetings

  • LATEST ONE: 21st of September- you can read the notes here and see the video at AirMozilla.
  • NEXT ONE: happening on the 28th of September!
  • If you want to add a discussion topic to the upcoming meeting agenda:
    • Start a thread in the Community Forums, so that everyone in the community can see what will be discussed and voice their opinion here before Wednesday (this will make it easier to have an efficient meeting).
    • Please do so as soon as you can before the meeting, so that people have time to read, think, and reply (and also add it to the agenda).
    • If you can, please attend the meeting in person (or via IRC), so we can follow up on your discussion topic during the meeting with your feedback.

Community

Platform

  • PLATFORM REMINDER! The Platform Meetings are BACK! If you missed the previous ones, you can find the notes in this document. (here’s the channel you can subscribe to). We really recommend going for the document and videos if you want to make sure we’re covering everything as we go.
  • A few important and key points to make regarding the migration:
    • We are trying to keep as many features from Kitsune as possible. Some processes might change. We do not know yet how they will look.
    • Any and all training documentation that you may be accessing is generic – both for what you can accomplish with the platform and the way roles and users are called within the training. They do not have much to do with the way Mozilla or SUMO operate on a daily basis. We will use these to design our own experience – “translate” them into something more Mozilla, so to speak.
    • All the important information that we have has been shared with you, one way or another.
    • The timelines and schedule might change depending on what happens.
  • We started discussions about Ranks and Roles after the migration – join in! More topics will start popping up in the forums up for discussion, but they will all be gathered in the first post of the main migration thread.
  • If you are interested in test-driving the new platform now, please contact Madalina.
    • IMPORTANT: the whole place is a work in progress, and a ton of the final content, assets, and configurations (e.g. layout pieces) are missing.
  • QUESTIONS? CONCERNS? Please take a look at this migration document and use this migration thread to put questions/comments about it for everyone to share and discuss. As much as possible, please try to keep the migration discussion and questions limited to those two places – we don’t want to chase ten different threads in too many different places.

Social

Support Forum

  • Once again, and with gusto – SUUUUMO DAAAAAY! Go for it!
  • Final reminder: If you are using email notifications to know what posts to return to, jscher2000 has a great tip (and tool) for you. Check it out here!

Knowledge Base & L10n

Firefox

  • for Android
    • Version 49 is out! Now you can enjoy the following:

      • caching selected pages (e.g. mozilla.org) for offline retrieval
      • usual platform and bug fixes
  • for Desktop
    • Version 49 is out! Enjoy the following:

      • text-to-speech in Reader mode (using your OS voice modules)
      • ending support for older Mac OS versions
      • ending support for older CPUs
      • ending support for Firefox Hello
      • usual platform and bug fixes
  • for iOS
    • No news from under the apple tree this time!

By the way – it’s the first day of autumn, officially! I don’t know about you, but I am looking forward to mushroom hunting, longer nights, and a bit of rain here and there (as long as it stops at some point). What is your take on autumn? Tell us in the comments!

Cheers and see you around – keep rocking the helpful web!

What’s Up with SUMO – 15th September

Hello, SUMO Nation!

We had a bit of a delay with the release of the 49th version of Firefox this week… but for good reasons! The release is coming next week – but our latest news are coming right here, right now. Dig in!

Welcome, new contributors!

If you just joined us, don’t hesitate – come over and say “hi” in the forums!

Contributors of the week

We salute you!

Don’t forget that if you are new to SUMO and someone helped you get started in a nice way you can nominate them for the Buddy of the Month!

SUMO Community meetings

  • LATEST ONE: 14th of September- you can read the notes here and see the video at AirMozilla.
  • NEXT ONE: happening on the 21st of September!
  • If you want to add a discussion topic to the upcoming meeting agenda:
    • Start a thread in the Community Forums, so that everyone in the community can see what will be discussed and voice their opinion here before Wednesday (this will make it easier to have an efficient meeting).
    • Please do so as soon as you can before the meeting, so that people have time to read, think, and reply (and also add it to the agenda).
    • If you can, please attend the meeting in person (or via IRC), so we can follow up on your discussion topic during the meeting with your feedback.

Community

Platform

  • PLATFORM REMINDER! The Platform Meetings are BACK! If you missed the previous ones, you can find the notes in this document. (here’s the channel you can subscribe to).
    • We have a first version of working {for} implementation on the staging site for the Lithium migration – thanks to Tyson from the Lithium team.
    • Some of the admins will be meeting with members of the Lithium team in two weeks to work face-to-face on the migration.
    • More questions from John99 and answers from our team – do check the document linked above for more details.
    • If you are interested in test-driving the new platform now, please contact Madalina.
      • IMPORTANT: the whole place is a work in progress, and a ton of the final content, assets, and configurations (e.g. layout pieces) are missing.
  • QUESTIONS? CONCERNS? Please take a look at this migration document and use this migration thread to put questions/comments about it for everyone to share and discuss. As much as possible, please try to keep the migration discussion and questions limited to those two places – we don’t want to chase ten different threads in too many different places.

Social

Support Forum

  • SUMO Day coming up next week! (As mentioned above).
  • The Norton startup crash for version 49 is still waiting for a fix from Symantec – if that doesn’t happen, expect a few questions in the forums about that.
  • A vulnerability was found in the Flash player last week – if you’re using it, please update it as soon as you can to the latest version!
  • Reminder: If you are using email notifications to know what posts to return to, jscher2000 has a great tip (and tool) for you. Check it out here!

Knowledge Base & L10n

  • We are (still) 1 week before next release / 5 weeks after current release. What does that mean? (Reminder: we are following the process/schedule outlined here)

    • Only Joni or other admins can introduce and/or approve potential last minute changes of next release content; only Joni or other admins can set new content to RFL; localizers should focus on this content.
  • We have some extra time, so please remember to localize the main articles for the upcoming release:
    • https://support.mozilla.org/kb/hello-status/translate
    • https://support.mozilla.org/kb/firefox-reader-view-clutter-free-web-pages/translate
    • https://support.mozilla.org/kb/html5-audio-and-video-firefox/translate
    • https://support.mozilla.org/kb/your-hardware-no-longer-supported/translate

Firefox

  • for Android
    • To repeat what you’ve heard last week (because it’s still true!): version is 49 coming next week. Highlights include:

      • caching selected pages (e.g. mozilla.org) for offline retrieval
      • usual platform and bug fixes
  • for Desktop
    • You’ve heard it before, you’ll hear it again: version 49 is coming next week – read more about it in the release thread (thank you, Philipp!). Highlights include:
      • text-to-speech in Reader mode
      • ending support for older Mac OS versions
      • ending support for older CPUs
      • ending support for Firefox Hello
      • usual platform and bug fixes
  • for iOS
    • …I hear there’s a new iPhone in town, but it’s far from being a jack of all trades ;-)

OK, I admit it, I’m not very good at making hardware jokes. I’m sorry! I guess you’ll have to find better jokes somewhere on the internet – do you have any interesting places that provide you with fun online? Tell us in the comments – and see you all next week!

What’s Up with SUMO – 8th September

Hello, SUMO Nation!

September sun… Still hot! At least in some parts of the world. How are you doing? Are you missing summer holidays already? We surely are… But there’s loads to do before the end of this year, so let’s not delay and get cracking!

Welcome, new contributors!

If you just joined us, don’t hesitate – come over and say “hi” in the forums!

Contributors of the week

Don’t forget that if you are new to SUMO and someone helped you get started in a nice way you can nominate them for the Buddy of the Month!

SUMO Community meetings

  • LATEST ONE: 7th of September- you can read the notes here and see the video at AirMozilla.
  • NEXT ONE: happening on the 14th of September!
  • If you want to add a discussion topic to the upcoming meeting agenda:
    • Start a thread in the Community Forums, so that everyone in the community can see what will be discussed and voice their opinion here before Wednesday (this will make it easier to have an efficient meeting).
    • Please do so as soon as you can before the meeting, so that people have time to read, think, and reply (and also add it to the agenda).
    • If you can, please attend the meeting in person (or via IRC), so we can follow up on your discussion topic during the meeting with your feedback.

Community

Platform

Social

Support Forum

  • SUMO Day coming up next week!
  • Reminder: If you are using email notifications to know what posts to return to, jscher2000 has a great tip (and tool) for you. Check it out here!

Knowledge Base & L10n

Firefox

  • for Android
    • Version 49 coming next week (tentatively on the 13th of September). Highlights include:

      • caching selected pages (e.g. mozilla.org) for offline retrieval
      • usual platform and bug fixes
  • for Desktop
    • Version 49 coming next week (tentatively on the 13th of September) – read more about it in the release thread (thank you, Philipp!). Highlights include:
      • text-to-speech in Reader mode
      • ending support for older Mac OS versions
      • ending support for older CPUs
      • ending support for Firefox Hello
      • usual platform and bug fixes
    • There may be a possible delay to the release, as a number of last-minute fixes are being worked on.
  • for iOS
    • Nothing new, steady as she goes, captain! ;-)

…and that’s it for today! If you need a bit less SUMO and a bit more fun, visit the Off Topic forums for some inspiration. We’ll see you around the helpful web, heroes and heroettes :-)