Affected versions

• Windows 10, Windows 7

Affected platforms

• 66.0.2, 67.0b5, 67.0b6

Steps to reproduce

• While testing, Firefox was open;

1. Install an older Kaspersky version version used un-check the download new-version option;
2. Update Kaspersky, input a key for the Internet Security package;
3. Launch Firefox (using the profile manager);

Expected result

• no issues encountered;

Actual result

• "Profile missing" error spam;
• Firefox is unusable;
• really long load timers;
• as per the screenshot, task managed is filled with ffcert.exe and conshost.exe processes;
• 90% of the time Firefox was somewhat usable after a long loadTime period and/or a PC restart was requiered;

Regression range

• unless requested will not provide a regression range for this issue;
• checking for it would take quite some time and would be performed manually;

Additional notes

• issue might still be similar to an old thread on the support website - link;
• after uninstalling the Kaspersky AV Firefox is usable once again.

Can you please confirm igf this only happens when launching Firefox with the profile manager?
In about:telemetry under sec.antivirus what is the displayed string? I'd like to check the share of users running this old Kaspersky version to help size the problem.

Cannot find it in the telemetry section, will attach the .json file for confirmation.

Oddly enough, after the AV install/update the extensions section displays the old version of Kaspersky instead of the new one.
"extensions": [
{
"name": "Kaspersky Protection",
"version": "5.0.141.23d-20180402122123",
"isActive": false,
"id": "light_plugin_F363A72DD7B6435783A76E5F612C9006@kaspersky.com"
}

As far as double checking, Control Pannel's installed software displays the current versions (17.0.0.611) for both the kaspserksy Internet Security and Kaspersky Secure Connection installs.

Another aspect that I managed to check today was with the unzipped version (66.0.2).
Trying to access webpages from such a build, displayed the Potential Security Issue for any attempt.

The priority flag is not set for this bug.
:marco, could you have a look please?

I could reproduce this issue on windows 7 x32 using 68.0b8 20190606101422.
The environment was a the basic user environment: beta firefox installed (only 1 firefox installed), clean profile (default-beta) profile generated by Fx(no profile manager used), kav17.0.0.611en-in_full, then upgraded kav to latest version available.

Same result as in comment 0. So, for a basic user, having older Av version and upgrading it, makes Fx literally unusable. I couldn't mitigate it and circle around the missing profile dialog and had to uninstall/reinstall latest AV version, which of course needed the licence activation again.

Upgrading the severity to major since in my view, it needs additional investigation/decision on it.

Hi Alexey, we identified an issue that relates to Kaspersky updates and their impact on Firefox.
Can you please clarify if it's a known issue and whether there are work-arounds?

(In reply to Romain Testard [:RT] from comment #6)

Hi Alexey, we identified an issue that relates to Kaspersky updates and their impact on Firefox.
Can you please clarify if it's a known issue and whether there are work-arounds?

We will investigate what happens here, and returns with the answer.

Adrian, I just discussed with Aaron who recommended we get the module list for the failing browser process. Per his recommendation the easiest way to obtain that would probably be using either https://docs.microsoft.com/en-us/sysinternals/downloads/listdlls or Process Explorer. Can you please help provide it to help further troubleshooting?

Uploading the log for the above mentioned suggestion, @Aaron if you can take a look and confirm that it's the expected information. Thank you!

One more thing worth mentioning is that the issue was triggered even before the AV update.

Thanks. There are numerous injected DLLs there. We could try adding blocks for those to a test build to see whether or not that improves the situation.

This try build contains the requisite blocks.
https://treeherder.mozilla.org/#/jobs?repo=try&revision=4eced2d20de372ea92ed848e652a518146a4fd93&selectedJob=251499894

Cristian, can you try the build in comment 11?

We investigated the problem. It reproduced, if user installs Kaspersky Internet Security 2017 while FF is running. There is no need to update on the latest Kaspersky product to reproduce bug.

In the latest Kaspersky product - Kaspersky Internet Security 2020, the bug is fixed.

We will think about the fix 2017 version, but still, better to use latest Kaspersky products.

(In reply to Alexey Totmakov from comment #13)

We investigated the problem. It reproduced, if user installs Kaspersky Internet Security 2017 while FF is running. There is no need to update on the latest Kaspersky product to reproduce bug.

In the latest Kaspersky product - Kaspersky Internet Security 2020, the bug is fixed.

We will think about the fix 2017 version, but still, better to use latest Kaspersky products.

Thanks for the details.
Can you please confirm that all users on Kaspersky Internet Security 2017, 2018 and 2019 are impacted? I.E only users upgrading from 2020 to a newer Kaspersky product won't hit this.
Are you able to comment on the share of your users on sub 2020 versions?

(In reply to Aaron Klotz [:aklotz] from comment #12)

Cristian, can you try the build in comment 11?

Unfortunately I am unable to get the installed version to work(installation is performed but trying to start the .exe does not work).
Tried with the zip file but the issue does not reproduce even on affected builds.

Thanks for the details.
Can you please confirm that all users on Kaspersky Internet Security 2017, 2018 and 2019 are impacted? I.E only users upgrading from 2020 to a newer Kaspersky product won't hit this.
Are you able to comment on the share of your users on sub 2020 versions?

Only older builds of KIS 2017 are impacted. We've already addressed this problem in updates and newer versions, including 2018, 2019, 2020. Our recommendation is not to uncheck download new version option when installing KIS. We believe it's not an upgrade issue, browser profile gets corrupted on installation of older KIS 2017 builds with firefox windows open, product upgrade itself should be safe. If you are already affected then upgrading KIS with browser windows closed should fix the problem.

In the process of migrating remaining bugs to the new severity system, the severity for this bug cannot be automatically determined. Please retriage this bug using the new severity system.

The severity field is not set for this bug.
:gstoll, could you have a look please?

For more information, please visit auto_nag documentation.

Based on the comments, it sounds like this was a Kaspersky Internet Security problem that is now fixed, so I'm going to close this bug.