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منتدى الدعم

Cannot login using credentials

Posted

Since the most recent Firefox update has anyone else found it is not possible to log into various websites / pages requiring personal credentials (ie username, email, password)? There are at least 3 or 4 sites that I have been able to log into for many years, that no longer allow me to access. I have checked and double checked the Privacy & Security tab in Options and none of the Exceptions or Manage Data entries have changed. When I phone the various companies the common answer is do not use Firefox, rather use Microsoft Edge, which works! Please help restore Firefox functionality so that it works!

Since the most recent Firefox update has anyone else found it is not possible to log into various websites / pages requiring personal credentials (ie username, email, password)? There are at least 3 or 4 sites that I have been able to log into for many years, that no longer allow me to access. I have checked and double checked the Privacy & Security tab in Options and none of the Exceptions or Manage Data entries have changed. When I phone the various companies the common answer is do not use Firefox, rather use Microsoft Edge, which works! Please help restore Firefox functionality so that it works!

Chosen solution

I believe I have identified and fixed the problem myself via various troubleshooting attempts. The first response to the initial query referred to trying to identify if a Firefox extension was causing the problem. I followed the recommended steps, but that did not fix the problem. I use Bitdefender's Total Security Anti-Virus, Anti-Spam, anti-everything software for my PC protection. Bitdefender's Wallet does not appear to be the cause of any problem. However, sometime in September 2019 they released an update which installed a new extension in Firefox, ie Bitdefender Anti-tracker. I DISABLED this extension from within the Firefox Menu \ Add-ons link itself. (Running in Safe Mode did not fix or identify the problem). Subsequently all my credentials / login details / passwords and web sites worked! I don't have any technical knowledge or reason why the Anti-tracking extension would block various web pages from opening, but that appears to be the solution for Firefox - Bitdefender users.

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Additional System Details

Installed Plug-ins

  • Shockwave Flash 32.0 r0

Application

  • Firefox 69.0.2
  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:69.0) Gecko/20100101 Firefox/69.0
  • Support URL: https://support.mozilla.org/1/firefox/69.0.2/WINNT/en-US/

Extensions

  • Amazon.co.uk 1.1 (amazon@search.mozilla.org)
  • Bing 1.0 (bing@search.mozilla.org)
  • Bitdefender Anti-tracker 1.0.26 (bdtbe@bitdefender.com)
  • Bitdefender Wallet 21.1.14 (bdwtwe@bitdefender.com)
  • DuckDuckGo 1.0 (ddg@search.mozilla.org)
  • eBay 1.0 (ebay@search.mozilla.org)
  • Google 1.0 (google@search.mozilla.org)
  • Twitter 1.0 (twitter@search.mozilla.org)
  • Wikipedia (en) 1.0 (wikipedia@search.mozilla.org)

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: Intel(R) HD Graphics 4000
  • adapterDescription2: NVIDIA GeForce GT 740M
  • adapterDeviceID: 0x0166
  • adapterDeviceID2: 0x0fdf
  • adapterDrivers: igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32
  • adapterDrivers2: C:\WINDOWS\System32\DriverStore\FileRepository\nvam.inf_amd64_1aae4f19e68d0780\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvam.inf_amd64_1aae4f19e68d0780\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvam.inf_amd64_1aae4f19e68d0780\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvam.inf_amd64_1aae4f19e68d0780\nvldumdx.dll C:\WINDOWS\System32\DriverStore\FileRepository\nvam.inf_amd64_1aae4f19e68d0780\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvam.inf_amd64_1aae4f19e68d0780\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvam.inf_amd64_1aae4f19e68d0780\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvam.inf_amd64_1aae4f19e68d0780\nvldumd.dll
  • adapterRAM: Unknown
  • adapterRAM2: 2048
  • adapterSubsysID: 15871043
  • adapterSubsysID2: 15871043
  • adapterVendorID: 0x8086
  • adapterVendorID2: 0x10de
  • clearTypeParameters: Gamma: 1.8 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 50
  • contentUsesTiling: False
  • crashGuards: []
  • direct2DEnabled: True
  • directWriteEnabled: True
  • directWriteVersion: 10.0.18362.356
  • driverDate: 12-21-2015
  • driverDate2: 12-4-2017
  • driverVendor:
  • driverVendor2:
  • driverVersion: 10.18.10.4358
  • driverVersion2: 23.21.13.8857
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  • isGPU2Active: False
  • numAcceleratedWindows: 2
  • numTotalWindows: 2
  • offMainThreadPaintEnabled: True
  • offMainThreadPaintWorkerCount: 3
  • targetFrameRate: 60
  • usesTiling: False
  • webgl1DriverExtensions: GL_ANGLE_client_arrays GL_ANGLE_depth_texture GL_ANGLE_explicit_context GL_ANGLE_explicit_context_gles1 GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_memory_size GL_ANGLE_multi_draw GL_ANGLE_multiview_multisample GL_ANGLE_pack_reverse_row_order GL_ANGLE_program_cache_control GL_ANGLE_provoking_vertex GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_color_buffer_float_rgb GL_CHROMIUM_color_buffer_float_rgba GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_func_extended GL_EXT_blend_minmax GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_float_blend GL_EXT_frag_depth GL_EXT_instanced_arrays GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_bptc GL_EXT_texture_compression_dxt1 GL_EXT_texture_compression_s3tc_srgb GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_KHR_parallel_shader_compile GL_KHR_robust_buffer_access_behavior GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_surfaceless_context GL_OES_texture_border_clamp GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object OES_compressed_EAC_R11_signed_texture OES_compressed_EAC_R11_unsigned_texture OES_compressed_EAC_RG11_signed_texture OES_compressed_EAC_RG11_unsigned_texture OES_compressed_ETC2_RGB8_texture OES_compressed_ETC2_RGBA8_texture OES_compressed_ETC2_punchthroughA_RGBA8_texture OES_compressed_ETC2_punchthroughA_sRGB8_alpha_texture OES_compressed_ETC2_sRGB8_alpha8_texture OES_compressed_ETC2_sRGB8_texture
  • webgl1Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_disjoint_timer_query EXT_float_blend EXT_frag_depth EXT_shader_texture_lod EXT_sRGB EXT_texture_compression_bptc EXT_texture_filter_anisotropic OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context
  • webgl1Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics 4000 Direct3D11 vs_5_0 ps_5_0)
  • webgl1Version: OpenGL ES 2.0 (ANGLE 2.1.0.21dccd386996)
  • webgl1WSIInfo: EGL_VENDOR: Google Inc. (adapter LUID: 000000000000c175) EGL_VERSION: 1.4 (ANGLE 2.1.0.21dccd386996) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_CHROMIUM_sync_control EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization EGL_ANGLE_create_context_extensions_enabled EGL_ANDROID_blob_cache EGL_ANDROID_recordable EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses EGL_KHR_debug EGL_ANGLE_explicit_context
  • webgl2DriverExtensions: GL_ANGLE_client_arrays GL_ANGLE_copy_texture_3d GL_ANGLE_depth_texture GL_ANGLE_explicit_context GL_ANGLE_explicit_context_gles1 GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_memory_size GL_ANGLE_multi_draw GL_ANGLE_multiview_multisample GL_ANGLE_pack_reverse_row_order GL_ANGLE_program_cache_control GL_ANGLE_provoking_vertex GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_multisample GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_color_buffer_float_rgb GL_CHROMIUM_color_buffer_float_rgba GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_func_extended GL_EXT_blend_minmax GL_EXT_color_buffer_float GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_float_blend GL_EXT_frag_depth GL_EXT_instanced_arrays GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_bptc GL_EXT_texture_compression_dxt1 GL_EXT_texture_compression_s3tc_srgb GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_norm16 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_KHR_parallel_shader_compile GL_KHR_robust_buffer_access_behavior GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_EGL_image_external_essl3 GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_surfaceless_context GL_OES_texture_border_clamp GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object GL_OVR_multiview2 OES_compressed_EAC_R11_signed_texture OES_compressed_EAC_R11_unsigned_texture OES_compressed_EAC_RG11_signed_texture OES_compressed_EAC_RG11_unsigned_texture OES_compressed_ETC2_RGB8_texture OES_compressed_ETC2_RGBA8_texture OES_compressed_ETC2_punchthroughA_RGBA8_texture OES_compressed_ETC2_punchthroughA_sRGB8_alpha_texture OES_compressed_ETC2_sRGB8_alpha8_texture OES_compressed_ETC2_sRGB8_texture
  • webgl2Extensions: EXT_color_buffer_float EXT_disjoint_timer_query EXT_float_blend EXT_texture_compression_bptc EXT_texture_filter_anisotropic OES_texture_float_linear WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_lose_context
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cor-el
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17482 solutions 157981 answers

Are these usernames and passwords stored in the Firefox Password Manager?

I notice the Bitdefender Wallet extension in the System Details list.

Start Firefox in Safe Mode to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if hardware acceleration is causing the problem.

  • switch to the DEFAULT theme: "3-bar" menu button or Tools -> Add-ons -> Themes
  • do NOT click the "Refresh Firefox" button on the Safe Mode start window

You can try these steps in case of issues with web pages:

You can reload web page(s) and bypass the cache to refresh possibly outdated or corrupted files.

  • hold down the Shift key and left-click the Reload button
  • press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux)
  • press "Command + Shift + R" (Mac)

Clear the Cache and remove the Cookies for websites that cause problems via the "3-bar" Firefox menu button (Options/Preferences).

"Remove the Cookies" for websites that cause problems:

  • Options/Preferences -> Privacy & Security
    Cookies and Site Data -> Manage Data

"Clear the Cache":

  • Options/Preferences -> Privacy & Security
    Cookies and Site Data -> Clear Data -> Cached Web Content: Clear

Start Firefox in Safe Mode to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if hardware acceleration is causing the problem.

  • switch to the DEFAULT theme: "3-bar" menu button or Tools -> Add-ons -> Themes
  • do NOT click the "Refresh Firefox" button on the Safe Mode start window
Are these usernames and passwords stored in the Firefox Password Manager? I notice the Bitdefender Wallet extension in the System Details list. Start Firefox in <u>Safe Mode</u> to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if <u>hardware acceleration</u> is causing the problem. *switch to the DEFAULT theme: "3-bar" menu button or Tools -> Add-ons -> Themes *do NOT click the "Refresh Firefox" button on the Safe Mode start window *https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode *https://support.mozilla.org/en-US/kb/troubleshoot-extensions-themes-to-fix-problems ---- You can try these steps in case of issues with web pages: You can reload web page(s) and bypass the cache to refresh possibly outdated or corrupted files. *hold down the Shift key and left-click the Reload button *press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux) *press "Command + Shift + R" (Mac) Clear the Cache and remove the Cookies for websites that cause problems via the "3-bar" Firefox menu button (Options/Preferences). "Remove the Cookies" for websites that cause problems: *Options/Preferences -> Privacy & Security<br>Cookies and Site Data -> Manage Data "Clear the Cache": *Options/Preferences -> Privacy & Security<br>Cookies and Site Data -> Clear Data -> Cached Web Content: Clear Start Firefox in <u>Safe Mode</u> to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if <u>hardware acceleration</u> is causing the problem. *switch to the DEFAULT theme: "3-bar" menu button or Tools -> Add-ons -> Themes *do NOT click the "Refresh Firefox" button on the Safe Mode start window *https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode *https://support.mozilla.org/en-US/kb/troubleshoot-extensions-themes-to-fix-problems
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Question owner

Thank you for prompt response. However, your suggestions did not change / fix anything. You asked if usernames et al were stored in Firefox Password manager. The answer is NO. I started Firefox in Safe Mode, but the same issue / problem / malfunction occurred, ie cannot login into various websites using my credentials. I also tried clearing Cache and Cookies. Once again, this did not fix the issue. Same problem - cannot access websites.

Thank you for prompt response. However, your suggestions did not change / fix anything. You asked if usernames et al were stored in Firefox Password manager. The answer is NO. I started Firefox in Safe Mode, but the same issue / problem / malfunction occurred, ie cannot login into various websites using my credentials. I also tried clearing Cache and Cookies. Once again, this did not fix the issue. Same problem - cannot access websites.
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cor-el
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I assume that you use Bitdefender Wallet for the passwords and not the builtin Firefox Password Manager.

If this extension for Firefox isn't working properly then you need to contact its developer (Bitdefender) for support.

You can check the Browser Console for Bitdefender related (warning/error) messages.

I assume that you use Bitdefender Wallet for the passwords and not the builtin Firefox Password Manager. If this extension for Firefox isn't working properly then you need to contact its developer (Bitdefender) for support. You can check the Browser Console for Bitdefender related (warning/error) messages.
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Yes, I do use Bitdefender Wallet. I have disabled / turned off BD Wallet and tried to manually login into the various websites that are not working. They still do not allow me to login. So it appears, to me, Bitdefender is not the issue / problem. I believe there is a setting in Firefox (somewhere) that is blocking access to various websites. Thank you anyways for your responses.

Yes, I do use Bitdefender Wallet. I have disabled / turned off BD Wallet and tried to manually login into the various websites that are not working. They still do not allow me to login. So it appears, to me, Bitdefender is not the issue / problem. I believe there is a setting in Firefox (somewhere) that is blocking access to various websites. Thank you anyways for your responses.
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cor-el
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Is the Firefox Password Manager enabled?

  • Options/Preferences -> Privacy & Security: Logins and Passwords: "Ask to save logins and passwords for websites"
Is the Firefox Password Manager enabled? *Options/Preferences -> Privacy & Security: Logins and Passwords: "Ask to save logins and passwords for websites"
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No, it is NOT enabled.

No, it is NOT enabled.
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cor-el
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If the Firefox Password Manager isn't enabled then you won't be able to store and fill passwords using this component. In that case you need to type them yourself when you want to login. Third-party Password Manager usually disable the Firefox Password Manager and you need to enable it yourself if you stop using the third-party Password Manager.

  • Options/Preferences -> Privacy & Security: Logins and Passwords: "Ask to save logins and passwords for websites"
If the Firefox Password Manager isn't enabled then you won't be able to store and fill passwords using this component. In that case you need to type them yourself when you want to login. Third-party Password Manager usually disable the Firefox Password Manager and you need to enable it yourself if you stop using the third-party Password Manager. *Options/Preferences -> Privacy & Security: Logins and Passwords: "Ask to save logins and passwords for websites" *https://support.mozilla.org/en-US/kb/password-manager-remember-delete-change-and-import
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Using or not using a password manager (either Firefox's own or a third party) is not the issue. I know how to use / manage that feature. The problem / issue remains as originally stated above. Various websites are not accepting my login credentials (username, email, password) when I am 100% certain they are correct. When I click OK to accept my credentials and attempt to login into "my accounts", Firefox is returning messages that indicate that particular page cannot be found or is not available. Still not resolved.

Using or not using a password manager (either Firefox's own or a third party) is not the issue. I know how to use / manage that feature. The problem / issue remains as originally stated above. Various websites are not accepting my login credentials (username, email, password) when I am 100% certain they are correct. When I click OK to accept my credentials and attempt to login into "my accounts", Firefox is returning messages that indicate that particular page cannot be found or is not available. Still not resolved.
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Chosen Solution

I believe I have identified and fixed the problem myself via various troubleshooting attempts. The first response to the initial query referred to trying to identify if a Firefox extension was causing the problem. I followed the recommended steps, but that did not fix the problem. I use Bitdefender's Total Security Anti-Virus, Anti-Spam, anti-everything software for my PC protection. Bitdefender's Wallet does not appear to be the cause of any problem. However, sometime in September 2019 they released an update which installed a new extension in Firefox, ie Bitdefender Anti-tracker. I DISABLED this extension from within the Firefox Menu \ Add-ons link itself. (Running in Safe Mode did not fix or identify the problem). Subsequently all my credentials / login details / passwords and web sites worked! I don't have any technical knowledge or reason why the Anti-tracking extension would block various web pages from opening, but that appears to be the solution for Firefox - Bitdefender users.

I believe I have identified and fixed the problem myself via various troubleshooting attempts. The first response to the initial query referred to trying to identify if a Firefox extension was causing the problem. I followed the recommended steps, but that did not fix the problem. I use Bitdefender's Total Security Anti-Virus, Anti-Spam, anti-everything software for my PC protection. Bitdefender's Wallet does not appear to be the cause of any problem. However, sometime in September 2019 they released an update which installed a new extension in Firefox, ie Bitdefender Anti-tracker. I DISABLED this extension from within the Firefox Menu \ Add-ons link itself. (Running in Safe Mode did not fix or identify the problem). Subsequently all my credentials / login details / passwords and web sites worked! I don't have any technical knowledge or reason why the Anti-tracking extension would block various web pages from opening, but that appears to be the solution for Firefox - Bitdefender users.
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