Compare Revisions

about:support

The Troubleshooting page has details such as installed extensions, preferences and graphics information, to help you solve Firefox problems.

Firefox includes a page with information such as which Firefox version you are using, any installed extensions, important modified preferences, and graphics information. If you are [[Get community support|getting help on the support forum]], content that you provide from this ''Troubleshooting Information'' page can help solve your Firefox issue. This article describes how to access and use the Troubleshooting Information page. __TOC__ = Accessing the Troubleshooting Information page = Click the menu button [[Image:Fx57Menu]], click Help [[Image:Fx57Help]] and select {menu Troubleshooting Information}. You will be taken to a page with the address ''about:support''. {for not fx69}{for mac,linux}[[Image:Fx61aboutsupport]]{/for}{for win}[[Image:fx68aboutsupport]]{/for}{/for}{for =fx69,=fx70,=fx71,=fx72,=fx73,=fx74,=fx75,=fx76,=fx77,=fx78}[[Image:fx69aboutsupport]]{/for}{for fx79}[[Image:fx79aboutsupport]]{/for} = Give Firefox a tune up = [[Template:reset-fx]] = Try Safe Mode = You can restart Firefox in Safe Mode to temporarily turn off hardware acceleration, reset some settings, and disable add-ons (extensions and themes) that might be causing problems. See [[Troubleshoot Firefox issues using Safe Mode]] for more information. {for fx79} = Try clearing the startup cache = Firefox stores certain temporary data in a [https://wiki.mozilla.org/StartupCache startup cache] to improve startup speed. Clearing the startup cache and then restarting Firefox can sometimes fix various issues, such as mixed languages in the user interface after an update. This will not change your profile data or add-ons. {/for} = Copy to clipboard = {for not fx70}Clicking on the {button Copy text to clipboard} button will copy the text on the page to the {for win}Windows clipboard{/for}{for mac}Mac clipboard{/for}{for linux}clipboard{/for}.{/for}{for fx70}You can copy the contents of this page to the {for win}Windows clipboard{/for}{for mac}Mac clipboard{/for}{for linux}clipboard{/for}. Clicking the {button Copy raw data to clipboard} button will copy the source data in ''Json format''. Clicking the {button Copy text to clipboard} button will copy a version of the same data in ''report format'' for further use.{/for} (For privacy reasons, the [[#w_application-basics|Application Basics]] {for win,mac}'''Profile Folder'''{/for}{for linux}'''Profile Directory'''{/for} line will not be copied.) 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}). = 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. * '''Build ID''': The code created automatically to identify the unique environment in which this Firefox installation was built. {for linux} * If Firefox was installed manually, instead of through your Linux distribution Package Manager, you will see the following update information: {for fx69} ;* '''Update Directory''': Shows the path to the directory containing the files {filepath update-config.json}, {filepath updates.xml}, {filepath active-update.xml} (if an update was downloaded but not yet applied) and the {filepath updates} subdirectory. Clicking on {button Open Directory} will take you to the update directory. {/for} ;* '''Update History''': Clicking on {button Show Update History} will open a window showing a history of Firefox updates that have been installed. ;* '''Update Channel''': The [https://wiki.mozilla.org/Software_Update:Channels Update Channel] is based on whether Firefox is the standard release, an Extended Support Release (esr), or a Beta, Developer Edition (aurora) or Nightly pre-release. {/for} {for win,mac} {for fx69} * '''Update Folder''': Shows the path to the folder containing the files {filepath update-config.json}, {filepath updates.xml}, {filepath active-update.xml} (if an update was downloaded but not yet applied) and the {filepath updates} subfolder. Clicking on {button Open Folder} will take you to the update folder. {/for} * '''Update History''': Clicking on {button Show Update History} will open a window showing a history of Firefox updates that have been installed. * '''Update Channel''': The [https://wiki.mozilla.org/Software_Update:Channels Update Channel] is based on whether Firefox is the standard release, an Extended Support Release (esr), or a Beta, Developer Edition (aurora) or Nightly pre-release. {/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. * '''OS''': Shows your Operating System. {for fx69} * '''Application Binary''': Shows where Firefox is installed. {/for} {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 {for win}{button Open Folder}{/for}{for mac}{button 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} * '''Enabled Plugins''': Clicking on ''about:plugins'' will take you to a page that lists your installed plugins. For more information, see [[Watch DRM content on Firefox]] and [[Use plugins to play audio, video, games and more]]. * '''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. * '''Memory Use''': Clicking on ''about:memory'' will take you to a page that shows memory usage. For more information, see [https://blog.mozilla.org/nnethercote/2013/04/26/recent-aboutmemory-improvements/ this blog post]. * '''Performance''': Clicking on ''about:performance'' will take you to the ''Task Manager'' page. For more information, see [[Task Manager - see what tabs or extensions are slowing down Firefox]]. * '''Registered Service Workers''': Clicking on ''about:serviceworkers'' will show you whether or not the [https://developer.mozilla.org/en-US/docs/Web/API/Service_Worker_API Service Workers] feature is enabled and if any current Worker URLs are registered. Service workers are used for web enhancements such as [[Web Push notifications in Firefox|push notifications]]. {for win} * '''Launcher Process''': This shows the status of the security-related [https://wiki.mozilla.org/Platform/Integration/InjectEject/Launcher_Process/ Launcher Process] for Firefox on Windows (enabled by default since [[Find what version of Firefox you are using|Firefox version]] 68). For more information, see [[Running Windows as Administrator with Launcher Process enabled in Firefox causes Drag and Drop errors - How to Fix|this article]]. {/for} * '''Multiprocess Windows''': This shows you the number of [http://billmccloskey.wordpress.com/2013/12/05/multiprocess-firefox/ Multiprocess Firefox] windows (if any) and the total number of windows that are open. <!-- '''Remote Processes''': (Description is missing.) --> * '''Enterprise Policies''': This shows you if your browser is being managed by [[Customizing Firefox Using Group Policy (Windows)|Windows Group Policy]] or [[Customizing Firefox Using policies.json|a policies.json file]].{for fx63} If enterprise policies are managing Firefox, clicking on ''Active'' will show you a list of the policies that are currently active on Firefox.{/for} <!-- '''Google Location Service Key''': (Description is missing.) --> <!-- '''Google Safebrowsing Key''': (Description is missing.) --> <!-- '''Mozilla Location Service Key''': (Description is missing.) --> * '''Safe Mode''': This tells you whether or not Firefox is currently in [[Troubleshoot Firefox issues using Safe Mode|Safe Mode]]. * '''Profiles''': Clicking on ''about:profiles'' will take you to the [[Use the Profile Manager to create and remove Firefox profiles|Profile Manager]]. = 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 web page 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]]. = Firefox Features = Some features included in Firefox, such as [[Save web pages for later with Pocket for Firefox|Pocket]] and [[Firefox Screenshots|Firefox Screenshots]], are installed as extensions so that they can be updated separately from Firefox. These extensions (sometimes called ''system add-ons'') are not listed in the Add-ons Manager. <!-- = Remote Processes = (Description is missing.) --> = Extensions = [[Find and install add-ons to add features to Firefox|Extensions]] are Firefox add-ons that provide additional functionality to Firefox. This section lists the name of each extension, its version, whether it is enabled, and its ID string. For more information about troubleshooting extensions you have installed, see the article [[Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems]]. {for win10, win8} = Security Software = This section displays information about the security software installed on your computer. This includes most antivirus and antispyware software, as well as your firewall. Not having security software installed on your system can leave your system vulnerable. For more information about troubleshooting issues that may be caused by malware, see the article [[Troubleshoot Firefox issues caused by malware]]. {/for} = Graphics = Firefox can use your computer's graphics processor to speed up the 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]]. = Media = This section displays information about your system audio. The displayed information will include your operating system's preferred audio settings, as well as the audio input (such as microphones) and output (such as speakers or headphones) devices. From here you can also see the state of each device and some information about the audio format settings. For more information on fixing audio issues in Firefox, see the article [[What to do if Firefox won't play any sounds]]. = Important Modified Preferences = 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]]. = Important Locked Preferences = In Firefox, it's possible to lock certain preferences so that they cannot be changed by the end user. This is common in enterprise environments. For more information about locking preferences, see the [[Customizing Firefox Using AutoConfig]] documentation. = Places Database = Firefox periodically performs maintenance tasks on your bookmarks and history database (also known as Places database). Use the {button Verify Integrity} button to perform those tasks on-demand. If you're having any problems with bookmarks and history, the Verify Integrity tool ''might'' help. = JavaScript = This section displays some [[JavaScript settings and preferences for interactive web pages|JavaScript]] settings that can impact your browsing performance. = Accessibility = This section shows if you have accessibility software enabled in Firefox. = Library Versions = This section tells you which versions of some runtime libraries are used. = Experimental Features = This section has details about current or past [https://wiki.mozilla.org/Telemetry/Experiments telemetry experiments], if any, that you've been part of. For more information about Telemetry, see the article [[Share telemetry data with Mozilla to help improve Firefox]]. = Sandbox = For security and performance purposes, Mozilla created Project Electrolysis (often referred to as e10s) to implement a practice called sandboxing into Firefox. This ensures that web content is run in a seperate process from the main Firefox program. This section of the troubleshooting information shows details about the sandbox security levels. See [https://wiki.mozilla.org/Security/Sandbox the Sandbox page on the Mozilla Wiki] for more information on sandboxing in Firefox. <!-- = Rejected System Calls = (Description is missing.) --> = Internationalization & Localization = This section shows information about the language and regional preferences in Firefox and your operating system. For information about using Firefox language packs, see the article [[Use the Firefox interface in other languages with language packs]].