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problem about:support

When asking a question in our support forum, the Troubleshooting Information page helps you provide info to get your issue solved. We'll explain how this works.

Firefox includes a page with information such as which Firefox version you are using, any extensions you have installed, settings that you have changed, and graphics information. Whenever someone is helping you with a Firefox issue, this ''Troubleshooting Information'' page will allow you to provide most of the necessary information to get your issue solved quickly. This article describes how to access and use the Troubleshooting Information page. __TOC__ = Accessing the Troubleshooting Information page = {for fx29}Click the menu button [[Image:New Fx Menu]], click help [[Image:Help-29]] and select {menu Troubleshooting Information}.{/for} {for not fx29} {for linux}At the top of the Firefox window, click on the {menu Help} menu and select {menu Troubleshooting Information}.<br><br>[[Image:Troubleshooting info - lin]]{/for} {for mac}On the menu bar, click on the {menu Help} menu and select {menu Troubleshooting Information}.<br><br>[[Image:Troubleshooting info - mac]]{/for} {for win7,win8}At the top of the Firefox window, click on the {button Firefox} button, go over to the {menu Help} sub-menu and select {menu Troubleshooting Information}.<br><br>[[Image:Troubleshooting info - win]]{/for} {for winxp}At the top of the Firefox window, click on the {menu Help} menu and select {menu Troubleshooting Information}.{/for} {/for} You will be taken to a page with the address ''about:support''.<br><br>{for fx27}[[Image:aboutsupportFx27Win7]]{/for}{for =fx24, =fx25, =fx26}[[Image:Fx24aboutsupport-Win7]]{/for}{for =fx21,=fx22,=fx23}[[Image:Troubleshooting Info Fx21]]{/for}{for =fx18,=fx19,=fx20}[[Image:TroubleshootingInfo-Fx20]]{/for}{for not fx18}[[Image:Firefox Troubleshooting - Fx13]]{/for} {for fx18} = Copy to clipboard = Clicking on the {button Copy text to clipboard} button will copy all the text on the page to the {for win}Windows clipboard{/for}{for mac}Mac clipboard{/for}{for linux}clipboard{/for}. {/for} {for not fx18} = Copy all to clipboard = Clicking on the {button Copy all to clipboard} button will copy all the information on the page to the {for win}Windows clipboard{/for}{for mac}Mac clipboard{/for}{for linux}clipboard{/for}. {/for} After copying, you can paste the information into another window for someone to see by clicking the {menu Edit} menu in the program you are using and then selecting {menu Paste} (or by holding down the {key {for win,linux}Ctrl{/for}{for mac}command{/for}} key and pressing{key V}). {for fx13} = Reset Firefox = [[Template:reset-fx]] {/for} = Application Basics = * '''Name''': Tells you the name of the product you are using. In most cases, it should say "Firefox". * '''Version''': Tells you which version number of Firefox you are using. {for fx24} *'''Update History''':Clicking on {button Show Update History} will open a window showing a history of Firefox updates that have been installed. {/for} * '''User Agent''': In addition to your browser and its version number, the User Agent provides other details about your system, such as the operating system and version. {for not fx13} * '''Profile Directory''': Your profile directory is a location on your computer where Firefox stores your personal information such as bookmarks, passwords, and user preferences. Clicking on {button {for not fx12,win}Open Containing Folder{/for}{for fx12,win}Show Folder{/for}{for mac}Show in Finder{/for}{for linux}Open Directory{/for}} will take you to your profile directory, where you can manage your files. For more information, see [[Profiles - Where Firefox stores your bookmarks, passwords and other user data]]. {/for} {for fx13} {for linux} * '''Profile Directory''': Your profile directory is a location on your computer where Firefox stores your personal information such as bookmarks, passwords, and user preferences. Clicking on {button Open Directory} will take you to your profile directory, where you can manage your files. For more information, see [[Profiles - Where Firefox stores your bookmarks, passwords and other user data]]. {/for} {for win,mac} * '''Profile Folder''': Your profile folder is a location on your computer where Firefox stores your personal information such as bookmarks, passwords, and user preferences. Clicking on {button {for win}Show Folder{/for}{for mac}Show in Finder{/for}} will take you to your profile folder, where you can manage your files. For more information, see [[Profiles - Where Firefox stores your bookmarks, passwords and other user data]]. {/for} {/for} * '''Enabled Plugins''': [[Use plugins to play audio, video, games and more|Plugins]] are Firefox add-ons that manage internet content that Firefox is not designed to process. These usually include patented formats for video, audio, online games, presentations, and more. Clicking on ''about:plugins'' will take you to a page that lists all of your installed plugins, their version numbers, and the type of internet content each plugin is registered to handle. For more information, see [[Troubleshoot issues with plugins like Flash or Java to fix common Firefox problems]]. * '''Build Configuration''': Clicking on ''about:buildconfig'' will take you to a page that will help someone understand if you are using a standard version of Firefox or a custom version. {for not fx27} * '''Crash Reports''': Clicking on ''about:crashes'' will take you to a page that lists all your crash reports. For more information, see [[Firefox crashes - Troubleshoot, prevent and get help fixing crashes]]. {/for} {for fx9} * '''Memory Use''': Clicking on ''about:memory'' will take you to a page that shows memory usage. For more information, see {for not fx23}[http://blog.mozilla.com/nnethercote/2011/05/23/a-better-aboutmemory-stage-1-75/ this blog post]{/for}{for fx23}[https://blog.mozilla.org/nnethercote/2013/04/26/recent-aboutmemory-improvements/ this blog post]{/for}. {/for} {for fx27} = Crash Reports for the Last 3 Days = This section lists crash Report IDs, if any, submitted by the [[Mozilla Crash Reporter]] during the last three days. Clicking on one of the ''Report ID'' links will take you to a webpage with details about that crash. Clicking on the ''All Crash Reports'' link will take you to the about:crashes page listing all submitted crash reports. To get help with crashes, see [[Firefox crashes - Troubleshoot, prevent and get help fixing crashes]]. {/for} = Extensions = [[Find and install add-ons to add features to Firefox|Extensions]] are Firefox add-ons that provide additional functionality to Firefox. They are installed separately, and are usually installed by you. This section lists the name of each extension you have installed, its version, whether it is enabled, and its ID string. It is particularly useful in cases where an extension is the cause of a problem in Firefox. For more information, see [[Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems]]. {for not fx12} = Modified Preferences = {/for} {for fx12} = Important Modified Preferences = {/for} In this section, you will see a list of settings that have been changed from their defaults. This information will help someone know how you have adjusted your installation of Firefox. For instructions on how to reset preferences to default, see [[Reset Firefox preferences to troubleshoot and fix problems]]. =Graphics= Firefox can use your computer's graphics processor to speed up display of some pages with video and animation, which is called [https://en.wikipedia.org/wiki/Hardware_acceleration hardware acceleration], and to display [http://en.wikipedia.org/wiki/WebGL WebGL] content. This section {for win} provides information about your computer's graphics device and driver and{/for} will tell you whether hardware acceleration and WebGL are enabled or not in Firefox. Note that graphics features may be disabled because of outdated graphics drivers. For help updating your graphics drivers, see [[Upgrade your graphics drivers to use hardware acceleration and WebGL]] {for fx13} = JavaScript = This section displays some [[JavaScript settings and preferences for interactive web pages|JavaScript]] settings that can impact your browsing performance. {for fx16} = Accessibility= This section shows if you have accessibility software enabled in Firefox. {/for} = Library Versions = This section tells you which versions of some runtime libraries are used. {/for} [[Template:ShareArticle|link=http://mzl.la/139oTbt]]