The Big SUMO Report: 2016

Hey there, SUMO Nation!


Since 2017 has finally arrived (a while ago), our team wanted to share a few numbers and remarks with you. This report is a bit delayed, but we hope it will prove to be worth the extra few days’ wait.

We are on the brink of probably the biggest change to the “way things are” around SUMO in the recent years, so taking a good look back is a great way to make sure we stay focused on the road ahead.

2016 has not been an easy year for many members of our community, for many reasons. Fortunately, we all persevered and managed to come out stronger / wiser / more prepared on this side of the calendar. We will definitely keep working together on many aspects of our site, our community, and our presence in Mozilla’s mission. Our small core team counts on your presence and strength and you can count on our support. You rock the helpful web.

As for all the data you will see on this page and the ones it links to: remember that while we use some of these numbers to prepare plans for the future and put them into reality, they are just numbers – and as such cannot and will not fully represent the passion, the values, the talent and effort behind every single angry user turned into a happy one thanks to your dedication to making the open web better and more helpful.

For all that we thank you from the bottom of our hearts.

Now, let’s get on with the show!

SUMO 2016 – the major facts

  • We joined forces with the Marketing Team, becoming a part of MarComms, and working more closely with the Mozillians at the heart of Social and PR projects.
  • With Firefox 46, we started publishing SUMO Release Reports, which met with a very positive response from all sides of Mozilla:
  • Kitsune, our home-made support platform went through a LOT of changes, the final of which was the decision to replace it with an external solution, due to our lovely developer team being reassigned to other parts of the Mozilla project. We spent the better part of the second half of the year investigating the next generation of SUMO tech. We should be using the new platform any day now…
  • Social Support and Army of Awesome morphed into two different beasts this year. While trying out a new tool (Sprinklr), a robust social engagement tool used for brand marketing, we engaged many new people, but it took us some time to refine our goals.
    • We started to onboard with a goal of 25 active volunteers and soon found the tool overwhelming for just a few volunteers. Once we moved to another tool (Respond), a new community was created from the retiring Army of Awesome and the 4 main Mozilla Brand Social accounts for English, Spanish, Portuguese, and French languages. After transitioning to the new support tool, 33 people received training and the response rate went up from 10% to 33%.
  • The Knowledge Base articles explaining how to contribute were revised, rewritten and re-read aplenty :-)
  • We kicked off the “Internet Awareness” project – an exploration of a new way of educating users about the web.
  • Safwan saved many a gray hair from appearing for numerous localizers through his Save as Draft feature.
  • We changed a bit the way our Community Meetings worked, and we went full HD, 3D, hypersurround sound with AirMozilla (thanks, Costenslayer!)
  • SUMO went places! #sumotourctg, SUMO@FOSDEM, SUMO Contributor Mentoring Day, SUMO l10n Sprint in Tunisia, Kazakhstan, Ivory Coast, Jakarta,
  • We improved the SUMO Event Kit based on your feedback.
  • This blog had 68 new posts and over 9,200 page views. Some of the best posts this year were written by you! Still, seems a bit more popular (see more details on that below) – but we are slowly catching up! ;-)

SUMO 2016 in numbers – the highlights

As you can imagine, our activity and its results can be described in many ways – and by many numbers. It would be a daunting task to put all of them here in a coherent way, so we decided to summarize data showing the potential, reach, and power of SUMO – both as a source of knowledge and help, and as an example of community collaboration.

General site stats

  • Number of total page views: 806,225,837
  • Number of users with at least one recorded session (= visit to the site): 259,584,893
  • Number of sessions (= periods of active user engagement on the site): 446,537,566
  • Percentage of people returning to the site: 45%
  • Average time spent on site per session: 01:39
  • Average number of pages visited per session: 1.81
  • Percentage of single page visits: 25%

Community stats

    • Number of people who created a SUMO account: 57,656
    • Number of people who contributed for the first time: 1,153
    • Percentage of people who visited SUMO using Firefox: 84%
    • Percentage of people who visited SUMO using Chrome: 7% / Safari: 4% / Internet Explorer: 3%

Language & Knowledge Base stats

  • Top visitor 10 languages (by percentage of sessions):
    1. English
    2. German
    3. French
    4. Spanish
    5. Japanese
    6. Russian
    7. Portuguese (Brazil)
    8. Polish
    9. Italian
    10. Chinese (simplified)
  • Top 10 visitor countries (by percentage of sessions):
    1. United States
    2. Germany
    3. Japan
    4. France
    5. Brazil
    6. Russia
    7. India
    8. United Kingdom
    9. Poland
    10. Indonesia
  • An interesting euro-fact: the top 5 countries by percentage of sessions from the European Union region were over 24% of all sessions in 2016.
  • Number of all submitted revisions:
    • for English only: 2,068
    • for the top 20 locales: 14,177
    • in all locales: 21,741 (almost 60 a day on average!)
  • The most active Knowledge Base contributors in 2016 – each and every one of you is an e-linguistic superstar! Major shout-outs go to:
Alberto Castro
Angela Velo
Michele Rodaro
Anticisco Freeman
Jim Spentzos
Kim Ludvigsen
Богданцев Сергій
Marco Aurélio
Michal Stanke
Kéménczy Kálmán
Andreas Pettersson
Pedro Sousa
Cláudio Esperança
Victor Bychek
NIKHIL KURMI ( নিখিল কুর্মী )
Vanja Tumbas
Chris Ilias
André Marinho
Marko Andrejić
Carlo Ranieri
Cynthia Pereira
Thiago Policena
Selim Şumlu
Airton Zanon
Azharul Islam
Manuela Silva
Michael Buluma
Peter Chen
َMohamed Adib Boukthir
Modhurima Chowdhury Proma
Artem Polivanchuk
David Kuo
Jayesh KR
Mijanur Rahman Rayhan
Marcelo Ghelman
Tymur Faradzhev
Narae Kim
Kazem Ebrahimi
André Marcelo Alvarenga
Fabio Beneditto
Karimun Nahar Nourin

(For more general data please check this document)

Support Forum

Here are the top viewed items for 2016, also considered to be the most “popular” in terms of issues raised by users across the board, in no particular order:

The top searched items that are “the usual suspects” are from:
  • users looking for the offline installers for Firefox
  • people who want to how to cast a mobile device to a monitor
  • users wondering how to change the interface language
  • people who have problems using the full screen mode

All in all, it’s been quite a busy year, and there was so much great support from your side that it would not all fit into this blog post (we tried, the blog almost exploded), so do browse the highlight below and make sure you check the document linked at the end of this section. All your dedication and hard work throughout last year paid off and we are all grateful to each and every one of you for making SUMO’s support forums the best official support site for Mozilla’s software! As a bonus, there’s about two million smiles from Rachel for everyone who replied to a question, I hear ;-) Roll on with the numbers!

  • Percentage of users (from 11,604 responses recorded through the Exit Survey):
    • very satisfied with Firefox: 31.6%
    • satisfied with Firefox: 27.3%
    • neutral towards Firefox: 13.0%
    • dissatisfied with Firefox: 11.3%
    • very dissatisfied with Firefox: 11.1%
  • Percentage of users who visited SUMO to:
    • find a solution to a problem: 74,7%
    • learn more about Firefox: 13.2%
    • do something else: 12.1%
  • Percentage of users who:
    • found what they were looking for on SUMO: 40.2%
    • did not find what they were looking for on SUMO: 47.6%
    • don’t know what to say about the result of their visit: 12.2%
  • The most active Support Forum contributors in 2016 – each and every one of you is a guardian angel of cyberspace! Major shout-outs go to:
Wayne Mery
Wesley Branton
Michal Stanke
Samuel Santos
Bruce A. Johnson
Marco Aurélio
Chris Ilias
Tyler Downer
Fabio Beneditto
Diego Victor
Jhonatas Rodrigues
Gert Van Waelvelde
Corey ‘linuxmodder’ Sheldon
Magno Reis
Mauricio Navarro Miranda
Selim Şumlu
Pranav Karakavalasa
David Walczysko
Anticisco Freeman
Supreme Eagle
Sashoto Seeam
Samrat Bhattacharjee
Swarnava Sengupta
Amit Kumar Jaiswal
Machine Master
Stephen Fox
Rainer Vitor
Thiago Casagrande
Danilo Costa
Onno Ekker
Kyle K.
Emin Mastizada
Estevão Santos
Mijanur Rahman Rayhan
NIKHIL KURMI ( নিখিল কুর্মী )
Azharul Islam
Marcelo Noguera

You can find a more in-depth analysis of the year’s most popular and memorable forum content here (thank you, Rachel!).

Social Support

Remembering the Awesome… Army of Awesome!

  • We had 390 members of the Army of Awesome contributing until its very last day in 2016
  • They contributed in German, English, French, Galego (!), Hungarian, Italian, Japanese, Norwegian, Dutch, Polish, Portuguese, Romanian, Russian, Tamil, Turkish, Ukrainian, and Chinese… You can see more data about their contributions here.

As a reminder: The Army of Awesome was a self service support program of one to one user support, with a glorious legion of amazing people around the world responding to Firefox (and not only) users in trouble through Twitter. It was morphed into a Social Support program that you can sign up for through form and learn more about from this wiki.

For January to March, please take a look at the project start document here.

Most active contributors on Social: March to September

Contributor Messages
Kristina Gorr 756
Andrew Truong 449
Noah Y 385
Magno Reis 298
Jhonatas Rodrigues Machado 179
Daniela Albarrán 105
Swarnava Sengupta 68
42265 62
Geraldo Barros 25
Cynthia Pereira 23
Rachel McGuigan 23
Marcelo Lauxen 16
Stefan Costen 15
Ghaith Limam 12
Alex Mayorga 8
Rachael Morrill 7
Luis Sanchez 4
Jaime Maretoli 2
Benny Chandra 2

October to December (welcome, Sierra!)

Contributor Messages
Magno Reis 568
Andrew Truong 305
Geraldo Barros 146
Wim Benes 125
Sierra Reed 122
Barend van Rijn 95
Daniela Albarrán 92
syam kumar 66
Alex Mayorga 62
Josh Riley 57
Philipp M 36
Zilmar de Souza Junior 35
Dynisha Faust 33
Noah Y 27
Cynthia Pereira 24
Robert Sayles 24
Nildëala Dorffer 21
Swarnava Sengupta 19
Anubha Maneshwar 15
Emmanuel Sánchez 11
  • Average time to a first reply on Social:
    • 1d 21h (for the period from October to December)
  • The lowest average time to a first reply on Social: 8 hours during one of the weeks in December!

SUMO 2016 in your words

Nope, it’s not enough that this is “probably the longest post on this blog, ever!” This is where we would love to see you step in :-) Please use the comment section to share your best and not so good SUMO (or Mozilla) moments from the last calendar year. If you think we should anything else to the report, please use the comments section as well.

We look forward to hearing from you!


What’s Up with SUMO – 5th January (2017!)

Hello, SUMO Nation!

Welcome to the new year, which is going to be full of novelty, challenges, greatness, problems to solve, ideas to share, and many other things – courtesy of all of you reading these words, we hope :-). Let’s roll into the new days with the new from the most recent past ones!

Welcome, new contributors!

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

Contributors of the week

SUMO Community meetings

  • LATEST ONE: 4th of January – you can read the notes here (and see the video at AirMozilla).
  • NEXT ONE: happening on the 11th of January!
  • Reminder – 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.


  • Congrats to Joni and Roland for their mention in the 2017 recap video (for Focus)!
  • If you are struggling with using Vidyo on Ubuntu, please contact Seburo – he may have found a solution for your pains.
  • Help us help others with using the Web in a smart, easy, and safe way.
  • Calendar time! January dates that you should remember:
    • 10th – Firefox for iOS 6.0 released (to be confirmed).
    • 11th – SUMO Community Meeting
    • 12th – SUMO Platform Meeting
    • 16th – 22nd – tentative final migration period to Lithium
    • 18th – SUMO Community Meeting
    • 19th – SUMO Platform Meeting
    • 24th – Firefox 51 release
    • 25th-26th – SUMO Day & SUMO Social Day
    • …any other dates you want us to keep in mind? Use the comments below!
  • Are you interested in working together on training for new contributors? Talk to Rachel!



  • No major updates just yet, but do remember that the SUMO Social Day will be happening end of this month :-)
  • Reminder: you can contact Sierra (sreed@), Elisabeth (ehull@), or Rachel (guigs@) to get started with Social support. Help us provide friendly help through the likes of @firefox, @firefox_es, @firefox_fr and @firefoxbrasil on Twitter and beyond :-)
  • Reminder: that you can subscribe to the social-support@ mailing list and get updates from Sierra!

Support Forum

  • Are you listening to music while responding to posts in the forums? What’s your favourite (or not so) holiday song?
  • A polite reminder: please do not delete posts without an explanation to the poster in the forums, it can be frustrating to both the author and the user in the thread – thank you!

Knowledge Base & L10n


  • for iOS
    • 6.0 happening soon! Most likely around January 10th (?).

If you have them, share you new year impressions with us in the comments, please :-) I, for one, was quite OK eating the 12 traditional grapes (one for each of the tolls of the midnight bells). And as for 2016… Yes, the promised annual summary report is coming, thanks for your patience and understanding – we want it to be both informative and fun. Stay tuned & keep rocking the helpful web, friends!

2016 Mozilla Work Week II: The SUMO Story

Aloha, SUMO Nation!

We wanted to share with you the most important “SUMO things” (but not only) from the second Work Week we had this year.

The Work Weeks are Mozilla-wide meetings of all the core teams and as many community contributors as we can successfully invite over. This is not always easy or possible, due to many limitations and problems with international travel… There was a rumour that the Work Weeks in 2020 will be done fully in WebVR, to make it possible for everyone with the right hardware to attend – hopefully from inside of your favourite browser ;-) Good bye, giant carbon footprint!

Work Weeks happen every six months and are usually full of retrospectives, introspectives, and mapping out the future of “all things Mozilla”. They usually are places (and times) of the highest “density of Mozillian per square meter” throughout the year.

What you find below is a summary and explanation of what happened during the most recent Work Week, together with several useful (and fun) links. Unfortunately, the layout and setup of the meeting spaces did not create an environment suited for recordings, so we had to give up on that idea.

Day 0: Monday

Everyone got a bit of time to get settled, unpack, and prepare for the busy week ahead. We managed to not get lost in the ever-growing and shifting crowd and find each other in the evening for a small welcoming reception with everyone else who made it to the venue on time.

Day 1: Tuesday

The conference proper started with a big plenary session that included the speakers at the heart of Mozilla – the people we usually treat as our Northern Star when plotting the course across the whole community, also for SUMO. You can hear their thoughts on Air Mozilla, using the links below (it may require you to log in first):

After a good and energetic kick off, we got together in the Marketing space to talk about the road behind us and the road ahead. The “Unconference” was a medley of mini-projects to address some of the key areas on which the Marketing team has been (or should be) working. We split into several large groups and worked face-to-face with people we usually see only on screens – this definitely got the creative juices flowing, and you can expect positive changes in the way our larger team functions in the coming year.

We also had a chance to look back and review some of the biggest hurdles and achievements of our last 12 months. SUMO, while definitely not central to the larger team’s efforts (since we all work on making Mozilla and the web better, not just our little corners of it), got an honest applause from everyone, mostly for the great work that all of you are doing for the benefit of the users around the world.

Also, this was the first (and possibly last) day for grabbing a fresh sticker or two. They were disappearing and reappearing on laptops, phones, and other objects at an astounding rate.

Day 2: Wednesday

The Marketing talks and mini-sessions continued, and we managed to carve out a healthy chunk of time for SUMO stuff. with a walkthrough of the upcoming localization flow on Lithium, and a session on the Internet Awareness (slides) (notes) – probably our biggest new project for the upcoming year, for which your input and energy are indispensable.

This was also the first day for the “elective” sessions (where you could choose from a long list of presentations and chats on very focused topics). This idea worked out amazingly well, because we were all there to share and learn from each other. This very often meant getting a bit outside of our “comfort area” – and going beyond what we would usually do for Mozilla’s mission. This included a multitude of interesting and thought-provoking topics. A bit of fun was included as well.

All this talking (and listening!) was definitely getting us somewhere, even if at a terrible price… But we had great (and soft) support to keep us going above and beyond.

Day 3: Thursday

The rain kept going, but so did we. We even had a small tsunami alert popping up for about 30 minutes, but luckily we avoided getting wetter than absolutely necessary (AKA showering). You can’t stop the ‘zilla!

For SUMO, we had Madalina and Patrick walk us through a session on Lithium as our new platform, summarising where we were and what were the next steps for us. If you’re curious about that part of SUMO’s operations, you can always take a look at the documents we’ve kept using so far: your feedback and the Platform meeting notes.

Right after lunch, Chris Beard joined the whole Marketing team for a bit of Q&A – and while the . We also had an extra helping of the “elective” sessions – some of which were daringly ambitious and we can’t wait to see what the next year brings as their result!

Also, as with any other Mozilla-related thing, ever – we had a fair share of bugs ;-)

Day 4: Friday

This was the final day, and it held many a highlight for the whole crew, primarily thanks to those who delivered their “SUMO Show & Tell” mini-talks. We had the pleasure of listening to:

If you have any questions about the topics above, please contact them directly – the user profile pages offer a way to do so easily for logged in users through Private Messages.

We also continued chats and explorations within Marketing from the previous days, while trying to get some “daily” work done (not easy, but not impossible).

Just like with Chris the day before, afternoon had Mitchell Baker visiting us for a very honest and down-to-earth Q&A session.

So, by Friday we were all in great spirits, even if a bit tired. Many things have been said and heard – some rather serious, others not so much. And even if some of us were in a rather defiant mood, all good things come to an end. After the wrap up meetings and sessions, we all gathered for the final act of the Work Week – a well-deserved party!

Key Takeaways for SUMO

  • 2016 was not an easy year, but we did well for the resources and options we had available. It was a year of (sometimes forced) change and experimentation.
  • None of the really big things that we all have done or will do can happen without you, the contributors.
  • There are many other places outside of SUMO that offer help to users of Mozilla’s software (in many languages), and we have to make sure we work with them to create a healthy and useful support ecosystem without stepping on each other’s toes.
  • While there is a large variety of tools and methods across Mozilla to get different things done, the organization is heading towards standardizing the key elements of contributing; we do want to keep the innovation mindset, but we also want to make participation easier and faster, wherever reasonably possible.
  • The diversity in participation many of us take for granted takes a lot of effort and hard work to maintain; we will do our best to include and support everyone through our contributions.
  • 2017 will be a challenging year, as we work on keeping the site active and useful on a completely new platform; we also want to preserve the legacy of Kitsune in a meaningful way, making its code available to everyone interested in tinkering with it.
  • In 2017 we will expand our involvement within Mozilla’s Marketing and Social efforts. We are planning for a year of growth, big bets, and nurturing excellence for the benefit of our community and users.

Each and every time a large number of Mozillians get together, there is a bit of chaos, a bit of drama, a lot of ideas, many mini and maxi brainstorms, and heaps of good energy flowing around. This time was no different and the general attitude was that what we all do together for the web and its users will never be easy… but we will never stop and we’ll try to make it as much fun as possible. We hope you join us along for this bumpy, exciting, and fulfilling ride. Mahalo!

With #mozlove,

Your SUMO Team

P.S. In the interest of the page loading faster on slower connections, we decided to not post a lot of graphics and/or photos in this post. Below, you can find Mozillians’ group effort at documenting the whole event:


What’s Up with SUMO – 22nd December

Greetings, SUMO Nation!

Welcome to one of the “final stretch” posts for 2016 on (y)our blog. The last days of the year are a bit binary – because of the holidays (for many of us), they’re a bit slower and mellower… Then again, because it’s the end of the year, many things are to be finalized, locked down, and completed – so there’s a bit of a rush as well :-) No time to waste, then… Dive into the news below, friends!

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 December – you can read the notes here (and see the video at AirMozilla).
  • NEXT ONE: happening on the 28th of December!
  • Reminder – 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.




  • Lots of questions coming in, so please jump in and help! We’re popular, but with great popularity comes great responsibility ;-) Help us represent Firefox out there!
  • We are looking into integrating Facebook, more details coming early 2017.
  • Reminder: if you assign a conversation to someone else, please be sure to leave a note for them explaining why you did that
  • Remember, you can contact Sierra (sreed@), Elisabeth (ehull@), or Rachel (guigs@) to get started with Social support. Help us provide friendly help through the likes of @firefox, @firefox_es, @firefox_fr and @firefoxbrasil on Twitter and beyond :-)
  • Remember that you can subscribe to the social-support@ mailing list and get updates from Sierra!

Support Forum

  • Are you listening to music while responding to posts in the forums? What’s your favourite (or not so) holiday song?
  • A polite reminder: please do not delete posts without an explanation to the poster in the forums, it can be frustrating to both the author and the user in the thread – thank you!

Knowledge Base & L10n

  • Over 320 edits in the KB in all locales since the last blog post – thank you so much, Editors & Reviewers!
  • We need your help with a couple of strings for Firefox Focus! Jump into Pontoon and search for “Firefox Focus” and “Automatic privacy browser and content blocker.” – if they need localization into your language, please make sure they’re translated – thank you!
  • The documentation for l10n in Lithium that explains the process for newcomers and veterans will be shared with you soon in our l10n forums.
  • A quick note: the most recent test migration in Lithium moved the localized content to incorrect categories – do not worry if content is missing – the upcoming migration will have that fixed!


  • for iOS
    • 6.0 happening in 2017. Most likely around January 12th. The date will be confirmed as soon as we can!
      • Highlights will include handling mailto: links and (perhaps) Sync improvements ;-)

Whew, that’s it… So, what are your dreams for the new year? Do you make a list? Do you plan something special? Or do you just keep going at your usual pace? Tell us in the comments!

SUMO Release Report for Firefox 50

This report is aiming to capture and explain what has happened during and after the launch of Firefox 50 on 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: []

Thank yous from users that received help from the SUMO community:


Knowledge Base and Localization


Article Voted “helpful” (English/US only) Global views Select user feedback
Desktop (Nov. 15 – Dec. 19) 50-66% 21042 “Why is there an arbitrary limit when searching a webpage: cf ‘more than 100 matches’. Is there any way to disable this ‘feature’?” 77% 372839 “i don’t get the option to disable” 86-91% 19766 “I am still seeing searches I have made show up in facebook ads.” 71% 3 “FF keeps opening new windows as opposed to opening tabs like i have set up. Why is this?” 78-82% 27311 none
Android (Nov. 15 – Dec. 19) 50% 78 none 33-75% 1,413 “I want to open links in a new tab directly, like in the PC browser version, without having to click another \”switch to\” button first. I assume that is not possible.”

More info in this document

Article Top 10 locale coverage Top 20 locale coverage
Desktop (Nov. 15 – Dec. 19) 100% 57% 100% 90% 100% 90% 100% 90% 100% 57%
Android (Nov. 15 – Dec. 19) 100% 76% 100% 81%


Support Forum Threads

760 of 3787 solved

By Locale Questions volume

locale No response answered unsolved solved volume
english en-US 867 2573 727 2713 3440
portuguese pt-Br 24 62 8 78 86
finish fi 4 10 14 0 14
spanish es 110 36 5 141 146
cech cs 0 0 0 0 0
turkish tr 7 12 1 18 19
slovenian sl 0 0 0 0 0
hungarian hu 26 3 1 28 29
serbian sr 2 0 0 2 2

Top solvers – FredMcD, philipp, Scribe, jscher2000, James, ideato, the-edmeister, John99,Happy112

What we are really good at troubleshooting: Addon compatibility, Customization, Start up Crashes

Solved top viewed threads

Firefox for Desktop by Google Analytics

Firefox for Android

Firefox Klar and Firefox Focus had no issues upon the first first week release.

One highlight would be Firefox is confusing and they would rather share with Firefox and they would like the ability to change the search engine.

See more Data on the threads this Release here

Bugs Created from Forum threads – SUMO Community

Bug 1324064 – [e10s] printing causes content process to crash with Foxit Reader PDF

Bug 1322029 – Startup crashes on ZTE Max Duo devices after update to Firefox 50.0.2

Bug 1319543 – ogg file no longer playing in Firefox 50 [FIXED!]

Social Support Highlights

Brought to you by Respond by Buffer and Sierra

The Social Support program has grown a lot with the new tool and since Sierra has been involved. Here are some highlights of the amazing work this team has been doing.

If you are interested in getting started answering support questions on Twitter as the Mozilla brand sign up here: []

Total Active contributors in program 32!

Top Responders: You have been busy, way to go!

Top Responders last week (November 7-15)

  • Andrew – 42 tweets
  • Daniela – 33 tweets
  • Zilmar – 8 tweets

Top Responders (November 13-19)

  • Magno – 193 tweets
  • Andrew – 37 tweets
  • Daniela – 28 tweets
  • Swarnava – 16 tweets
  • Noah – 7 tweets

Top Responders: November 20-26

  • Magno (MR) – 297 tweets
  • Barend (BR) – 48 tweets
  • Andrew (AT) – 34 tweetsAlex (AM) – 21 tweets
  • Geraldo (GB) – 11 tweets

Top Responders: November 27-December 10

  • Andrew (AT) – 129 Tweets
  • Geraldo (GB) – 118 Tweets
  • Magno (MR) – 78 tweets
  • Josh (JR) – 49 Tweets
  • Barend (BR) – 39 Tweets

Top Responders for the Release November 15 – December 10

  1. Magno Reis – 568 tweets
  2. Andrew Trung – 200 tweets
  3. Geraldo – 143 tweets
  4. Baredn – 92 tweets
  5. Josh – 49 tweets
  6. Daniella – 45 tweets
  7. Alex Mayorga – 33 tweets
  8. Nildelea  – 19 tweets
  9. Noah  – 14 tweets

Social Support Highlights

We had a Social Support Sprint the second week of the release on November 18 and we loved having you.

Common questions:

  • Is Firefox Focus going to be available on Android?
  • I keep seeing a “your connection is not secure” message. Why?
  • Why does Firefox keep crashing?

November 30 there was a social responses made around this, “Firefox zero-day: Mozilla races to patch bug used to attack Tor browser users.” We responded to all of them.

In December, Best Practices for the Social Support people was published, be sure to check it out: Best Practices for Social Support

Thanks for reading everyone, see you next release in January 2017! Happy Holidays in the meantime!