This page is useful for our bug triagers, below is a list of common responses for triaging Mozilla based bugs. Please be aware that these are merely templates and should be treated as such, try to flesh out the template and try to avoid being blunt with your response as this can be taken unintentionally as being rude.

For a list of more generic responses please visit [:Bugs/Responses]

Open Bug Reports

If the bug has no back trace

{{{Thank you for the bug report. Could you please try to obtain a backtrace by following the instructions on https://wiki.ubuntu.com/MozillaTeam/Bugs This will greatly aid us in tracking down your problem.}}}

If debug symbols are not installed

{{{Thank you for the bug report. Could you please install the firefox-dbg package and try to obtain a backtrace (or crash report) by following the instructions on https://wiki.ubuntu.com/MozillaTeam/Bugs This will greatly aid us in tracking down your problem.

Which flash package do you have installed? Which Java package do you have installed? Which firefox extensions do you have installed?}}}

{{{Thank you for the bug report. Could you please install firefox-dbg (these are the firefox debugging symbols) and try to obtain a backtrace (or crash report) by following the instructions on https://wiki.ubuntu.com/MozillaTeam/Bugs This will greatly aid us in tracking down your problem.

It is of particular interest that you run apport-retrace -d against your crash report before uploading.

Which flash package do you have installed? Which Java package do you have installed? Which firefox extensions do you have installed?}}}

{{{It is of particular interest that you run apport-retrace against your crash report.

Do you have an ati video card?

Ahhh. You must have a ATI card. My IBM T43 had the same problem. Add this to your /etc/bin/firefox: Code: export XLIB_SKIP_ARGB_VISUALS=1 and/or by adding to your /etc/env.d/10MozillaFirefox: Code: LIB_SKIP_ARGB_VISUALS=1 on the first line. Its a problem with xorg when you turned on the composite module.}}}

Getting more information

{{{Thanks for taking the time to report this bug. Unfortunately, we are not able to fix and find the bug because your description of the bug didn't have enough information in it. You may find it helpful to read "How to report bugs effectively", http://www.chiark.greenend.org.uk/~sgtatham/bugs.html. We'd be grateful if you would then provide a more complete description of the problem.

Debugging procedures for certain types of problems can be found at https://wiki.ubuntu.com/MozillaTeam/Bugs}}}

Pinging Old (but Open) Bug Reports

{{{Is this still an issue for you? We are trying to trying sort out the older Mozilla issues and would like to know if this still happens. }}}

Run retrace

{{{Thank you for the crash report.

Could you please download the crash report or if you still have it, run

apport-retrace -d [filename]

on the file and resubmit it please. More instructions can be found at https://wiki.ubuntu.com/Apport Apport-retrace will add many of the debug symbols necessary to get to the bottom of this problem.

I work my way through Firefox bug reports and I unfortunately don't have enough bandwidth to download/upload them all myself.}}}

Retrace done

{{{Sitsofe has created a symbolized stacktrace so there is no longer a need for you to try to run gdb.

But, if you can reproduce this bug. Could you please run

apport-retrace -d [filename]

on the crash report and resubmit it. Instructions can be found at https://wiki.ubuntu.com/Apport

I work my way through Firefox bug reports and I unfortunately don't have enough bandwidth to download/upload them all myself.}}}

Crash repeatability

{{{Thank you for the crash report. Can you repeat the cash? Does the crash generate a crash report? If so would you please run

apport-retrace -d [filename]

and resubmit it. Information can be found at https://wiki.ubuntu.com/Apport Apport-retrace -d will add many of the debug symbols necessary to get to the bottom of this problem.}}}

Closing Old Bug Reports

Crashes

{{{Thank you for your bug report, but please understand that crashes are not bugs. Many crashes can be attributed to a flaky plugins, extension conflicts, or other behavior. I am closing this bug for that reason, please feel free to reopen it if you feel the crash is reproduceable. Use one or more of the following criteria: on other releases of Ubuntu, Newer versions of this program, crashes on every load and with up-to-date plugins. }}}

Lack of Information

{{{Thank you for the bug report however this report lacks information we need to investigate it further and we have not heard from you in over 30 days. For these reasons, we are now going to close the bug - please feel free to reopen when you have more information at hand.

Further information can be found at https://wiki.ubuntu.com/MozillaTeam/Bugs}}}

Cannot Reproduce

{{{Thank you for the bug report. However I am unable to reproduce this issue. We are now going to close this report - please feel free to reopen when you have more information at hand. }}}

Unresponsive Bug Reports

{{{Thank you for the bug report. It has not been updated after a request for more information, for this reason we are closing the report. Feel free to reopen it in the future if you have more information and if this is still an issue. }}}

{{{Thank you for the bug report. However I haven't heard back from you in 30 days. We are now going to close this report - please reopen if necessary when you have more information at hand. }}}

Miscellaneous

Feature request

{{{Thank you for the bug report. However the changes you are requesting require more discussion and would be better suited to an appropriate mailing list or forum.

http://www.ubuntu.com/community/forums/ might be a good start.}}}