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A place to report bugs on websites.
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www.t-mobile.com - site is not usable #82129

Closed jaymzh closed 2 years ago

jaymzh commented 3 years ago

URL: https://www.t-mobile.com/errors/error-page/signin

Browser / Version: Firefox 88.0 Operating System: Linux Tested Another Browser: Yes Chrome

Problem type: Site is not usable Description: Unable to login Steps to Reproduce: When I log into tmobile from FF, it hangs for a long time (30s?) and then I get a "we got our wires crossed" error. In Chrome, it works fine.

View the screenshot Screenshot
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softvision-raul-bucata commented 3 years ago

@jaymzh We appreciate your report. For this issue, unfortunately, a special account is needed to sign in:

Screenshot_36

Test account creation requires a valid phone number set to the operator's network:

Screenshot_35

Having no valid sign-in credentials, we are not able to move forward with this issue. If more information is provided (test account credentials can only be provided by mail for security purposes, as the comments here are made public,/ attach logs/errors), in-depth testing can be performed, so please feel free to reopen or comment on the issue and we'll have a thorough look at it.

Suggestion: Try clearing cache/data/cookies, disable Ad-blocker (if available), or use a clean profile, and check again? Also, have the required cookies have been accepted for this page?

jaymzh commented 3 years ago

Yeah I figured this one would be challenging. I did disable my ad-blocker and other extensions. I forgot to clear cookies though I should do that.

OK tried that doesn't seem to help. It seems to hang trying to talk to omtrdc.net if that helps.

What's really weird is I get a HUGE hang even getting TO the login screen (while it hangs on omtrdc.net), and then another HUGE hang after I enter my creds. Do you get the same thing?

softvision-raul-bucata commented 3 years ago

@jaymzh Regarding the loading time getting to the login page, I was not able to reproduce the issue. The page loads as expected, with no issues regarding the loading time of the page. If the issue is still reproducible on your side, please submit a performance profile following these steps (https://firefox-source-docs.mozilla.org/performance/reporting_a_performance_problem.html and https://profiler.firefox.com/docs/#/ ) by commenting here with the attached profile or opening a new issue with the said performance profile attached.

Tested with:

Browser / Version: Firefox Nightly 92.0a1 (2021-08-03) (64-bit) Operating System: Ubuntu 20.4 LTS x64

Without an account, we can not test this issue after the sign-in process. Test account creation requires a valid number subscribed to T-Mobile. Could you please try to update your browser and try again?

jaymzh commented 3 years ago

I think the sign in issue is due to the timeout. I will do a profile when I get home.

softvision-oana-arbuzov commented 3 years ago

Ping @jaymzh can you still reproduce it?

jaymzh commented 3 years ago

I sure can (I just did). But I suck and didn't try with a clean profile. I'll do that this morning, sorry.

jaymzh commented 3 years ago

OK yup. So I started FF in safe mode, then clicked "My Account" then "Login".

FF then hung on a blank page for ~ 90 seconds trying to contact mboxedge35.tt.omtrdc.net. Eventually a login page showed up. I typed in my creds, then it hung on a blank page trying to contact the same host (mboxedge35.tt.omtrdc.net) for ~90 seconds before showing the same error page above.

When I try this in Chrome, I do not get the hang trying to talk to that page and I suspect that hang is actually what causes the error page on trying to log in as well. Since we get that hang before logging in, that should be reproducible without credentials.

softvision-oana-arbuzov commented 3 years ago

Thanks @jaymzh could you also record a performance profile (https://profiler.firefox.com/docs/#/ & https://firefox-source-docs.mozilla.org/performance/reporting_a_performance_problem.html )? so we could investigate further on it?

jaymzh commented 3 years ago

https://share.firefox.dev/3mzgoJC

jaymzh commented 3 years ago

So profile is above.

However I can't reproduce with a clean profile... but I can reproduce in safe-mode, which disables all extensions. So that still feels like a FF bug to me. LMK if the profile is helpful.

softvision-oana-arbuzov commented 3 years ago

Thanks @jaymzh.

@karlcow could you check the performance profile?

karlcow commented 3 years ago

Yes there is a request which never happens. but the URL has been obfuscated. :) so it's hard which call is being blocked.

@jaymzh if you look in the developer tools in the network tab, could you tell us which one is taking so much time.

karlcow commented 3 years ago

the profile is missing too much information to be usable as-is apart of seeing a long request.

karlcow commented 3 years ago

This seems to have been reported in #70852 but same not enough info.

So each time we close as incomplete because we don't have enough information and the user is anonymous.

@jaymzh all the information you could provide would greatly help.

jaymzh commented 3 years ago

I'm out of town and I can't repro on the Firefox in Ubuntu, so I'll have to try with the firefox in debian/unstable when I'm back. But if you can give me some sense of what I'm looking for. Stuff scrolls by fast. Is there a way to upload a profile without the URL obfuscation?

karlcow commented 3 years ago
  1. start Firefox Nightly in a clean profile
  2. open devtools
  3. click on the network tab
  4. enter the URI of the site in the browser bar
  5. Check if there is any long bar in the network results and select it, a panel should open the right side
  6. Ctrl + click on it and Copy URL.
  7. take a screenshot of the panel with the stack trace on the right side.

Also if it's not happening in a clean profile, but it is happening in your normal profile (even with addons off), might mean you activated something specific in about:config.

Share here.

johannhof commented 3 years ago

Hi @jaymzh, whenever you're back it would be great if you could submit your about:support data from one of the affected profiles (either paste it here or send it to me via email). We're trying to make sure that the t-mobile login issues aren't caused by privacy protections so we'd like to know which privacy-related prefs are turned on for you.

softvision-oana-arbuzov commented 3 years ago

Ping @jaymzh

jaymzh commented 3 years ago

Oops, my apologies. Just got back in town. Thank you for the ping!

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        "enrollmentId": "e21bf77e-0902-4cac-ab79-9101343b7a1b"
      },
      {
        "slug": "rollout-increasing-normandy-skew-out-changes-from-15-m-release-73-75-bug-1616898",
        "state": "active",
        "preferences": [
          {
            "preferenceName": "app.normandy.onsync_skew_sec",
            "value": 3300,
            "previousValue": 600
          }
        ],
        "enrollmentId": "e42620ea-4f1c-4045-9c28-9bcf5b3802c0"
      }
    ],
    "prefStudies": [],
    "nimbusExperiments": [],
    "remoteConfigs": []
  }
}
karlcow commented 3 years ago

back to @johannhof

softvision-oana-arbuzov commented 2 years ago

Ping @johannhof

denschub commented 2 years ago

Johann no longer works at Mozilla - maybe @wisniewskit can help.

softvision-oana-arbuzov commented 2 years ago

Ping @wisniewskit

softvision-raul-bucata commented 2 years ago

ping @wisniewskit

[inv_36/2022]

softvision-raul-bucata commented 2 years ago

@jaymzh Since the issue was reported, Firefox has received some updates. Can you please test the issue using the latest version of Firefox, and let us know about the outcome?

[inv_41/2022]

jaymzh commented 2 years ago

Ir works now, I'll close this.

softvision-oana-arbuzov commented 2 years ago

Thanks for confirming @jaymzh

[inv_42/2022]