Firefox not responding
Hi, We are the computer support company for a client who is having an issue with Firefox.
Firefox will either not open, or it will open to a blank page and the client is unable to browse to anywhere.
Task Manager shows a number of instances of Firefox are running. Ending these tasks does not help.
The computer is running Windows 10 Pro - 21H2 - with all Windows updates installed. It has Webroot anti-virus. Google Chrome works OK.
I have uninstalled and reinstalled, after renaming the folders in C:\Program Files and in C:\Windows\Users\Norma\AppData\Local and Roaming
Is there a current issue with Firefox that I am unaware of? I use it myself and I am not having any issues.
Manyy thanks
Michael D
الحل المُختار
michael463 said
It has Webroot anti-virus.
jscher2000 said
Could this be relevant? A couple of other users identified Webroot (security software) as blocking 64-bit Firefox 97 -- released today -- from running properly: If you are still running an earlier release of Firefox, this would not be your issue.Read this answer in context 👍 1
All Replies (5)
الحل المُختار
michael463 said
It has Webroot anti-virus.
jscher2000 said
Could this be relevant? A couple of other users identified Webroot (security software) as blocking 64-bit Firefox 97 -- released today -- from running properly: If you are still running an earlier release of Firefox, this would not be your issue.
michael463 said
Task Manager shows a number of instances of Firefox are running
More than one process is normal for the current Firefox. http://www.ghacks.net/2016/07/22/multi-process-firefox/
Multi-process Firefox is codenamed "e10s". https://wiki.mozilla.org/Firefox/multiprocess
Thanks @jscher2000
I'll get back onto the PC later today and try disabling Webroot, although I also run Firefox & Webroot without issues I can also access the Webroot Management Portal and whitelist the latest Firefox release.
Edited:
I was able to get Firefox working by disabling Webroot. I then uninstalled Firefox and installed the previous version, which works with Webroot. It annoyingly keeps prompting to be updated, but I have disabled auto updates and asked the client to ignore the prompts until Webroot can fix the issue.
Modified by Michael D
Most programs get updates from time to time. Sometimes, while they work properly during testing, they find problems after going out into the real world.
https://www.mozilla.org/firefox/97.0.1/releasenotes/
Fixed Works around problems with WebRoot SecureAnywhere antivirus rendering Firefox unusable in some situations