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access denied. Reference #18.e03c4317.1401151953.127a2c7c. I can bring up webpage in Internet Explorer

Posted

This is a web site for a local store. I went to the site on 5/25 with no problem, and on 5/26 I got the above error message. I can get to this site through Internet Explorer. Error message:

Reference #18.e03c4317.1401151953.127a2c7c
This is a web site for a local store. I went to the site on 5/25 with no problem, and on 5/26 I got the above error message. I can get to this site through Internet Explorer. Error message: Reference #18.e03c4317.1401151953.127a2c7c

Chosen solution

Clear the cache and cookies only from websites that cause problems.

"Clear the Cache":

  • Firefox/Tools > Options > Advanced > Network > Cached Web Content: "Clear Now"

"Remove Cookies" from sites causing problems:

  • Firefox/Tools > Options > Privacy > "Use custom settings for history" > Cookies: "Show Cookies"

Your System Details list shows that you have a user.js file in the profile folder to initialize prefs each time Firefox starts.

The user.js file is only present if you or other software has created this file and normally it wouldn't be there. You can check its content with a plain text editor (right-click: Open with) if you didn't create this file yourself.

The user.js file is read each time Firefox is started and initializes preferences to the value specified in this file, so preferences set via user.js can only be changed temporarily for the current session.


Do a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions.

Make sure that you update each program to get the latest version of their databases before doing a scan.

You can also do a check for a rootkit infection with TDSSKiller.

See also:

Read this answer in context 1

Additional System Details

Installed Plug-ins

  • Shockwave Flash 13.0 r0
  • Adobe PDF Plug-In For Firefox and Netscape 11.0.07
  • Google Update
  • Adobe Shockwave for Director Netscape plug-in, version 12.1.1.151
  • Next Generation Java Plug-in 10.55.2 for Mozilla browsers
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more information, visit the QuickTime Web site.
  • iTunes Detector Plug-in
  • 5.1.30214.0
  • Adobe Shockwave for Director Netscape plug-in, version 12.0.9.149
  • McAfee MSS+ NPAPI Plugin
  • WildTangent Games App V2 Presence Detector
  • npAPI Plugin
  • npAPI Ghost Plugin
  • npapicomadapter
  • NPWLPG
  • The plug-in allows you to open and edit files using Microsoft Office applications
  • Office Authorization plug-in for NPAPI browsers
  • The Hulu Desktop Plugin allows Hulu.com to integrate with the Hulu Desktop application.

Application

  • Firefox 29.0.1
  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:29.0) Gecko/20100101 Firefox/29.0
  • Support URL: https://support.mozilla.org/1/firefox/29.0.1/WINNT/en-US/

Extensions

  • avast! Online Security 9.0.2018.95 (wrc@avast.com)
  • Troubleshooter 1.1a (troubleshooter@mozilla.org)
  • Add to Amazon Wish List Button 1.10 (amznUWL2@amazon.com) (Inactive)
  • AOL One Click 1.1.26 (homepage.extension@aol.com) (Inactive)
  • AOL Toolbar 5.74.1.9838 ({7affbfae-c4e2-4915-8c0f-00fa3ec610a1}) (Inactive)
  • Clear Console 1.10 (clearConsole@penzil.com) (Inactive)
  • DataMngr 1.0 ({1FD91A9C-410C-4090-BBCC-55D3450EF433}) (Inactive)
  • Default Manager 2.2 ({3252b9ae-c69a-4eaf-9502-dc9c1f6c009e}) (Inactive)
  • Gamevance TextLinks 1.0.0 (textlinks@gamevance.com) (Inactive)
  • Inbox Toolbar 1.2.0.51 (inboxcomtoolbar@inbox.com) (Inactive)
  • Price Check by AOL 1.12.0.0 ({1DEC6447-C74F-4886-9002-202C27C703F1}) (Inactive)
  • Searchqu Toolbar 4.5.1.00 ({99079a25-328f-4bd4-be04-00955acaa0a7}) (Inactive)
  • Tidy Network 1.0 (tidynetwork@tidynetwork) (Inactive)

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: AMD M880G with ATI Mobility Radeon HD 4250
  • adapterDescription2:
  • adapterDeviceID: 0x9712
  • adapterDeviceID2:
  • adapterDrivers: atiu9p64 atiuxp64 atiu9pag atiuxpag atiumdva atiumd6a atitmm64
  • adapterDrivers2:
  • adapterRAM: 320
  • adapterRAM2:
  • adapterVendorID: 0x1002
  • adapterVendorID2:
  • direct2DEnabled: True
  • directWriteEnabled: True
  • directWriteVersion: 6.2.9200.16571
  • driverDate: 9-19-2010
  • driverDate2:
  • driverVersion: 8.770.2.1000
  • driverVersion2:
  • info: {u'AzureCanvasBackend': u'direct2d', u'AzureFallbackCanvasBackend': u'cairo', u'AzureContentBackend': u'direct2d', u'AzureSkiaAccelerated': 0}
  • isGPU2Active: False
  • numAcceleratedWindows: 1
  • numTotalWindows: 1
  • webglRenderer: Google Inc. -- ANGLE (AMD M880G with ATI Mobility Radeon HD 4250 Direct3D9Ex vs_3_0 ps_3_0)
  • windowLayerManagerRemote: False
  • windowLayerManagerType: Direct3D 10

Modified Preferences

  • accessibility.typeaheadfind.flashBar: 0
  • browser.cache.disk.capacity: 358400
  • browser.cache.disk.smart_size.first_run: False
  • browser.cache.disk.smart_size.use_old_max: False
  • browser.cache.disk.smart_size_cached_value: 358400
  • browser.display.background_color: #C0C0C0
  • browser.display.use_system_colors: True
  • browser.newtab.url: file:///C:\Users\Owner\AppData\Local\TNT2\2.0.0.1373\pinnedSearch.htm
  • browser.places.smartBookmarksVersion: 6
  • browser.search.useDBForOrder: True
  • browser.sessionstore.upgradeBackup.latestBuildID: 20140506152807
  • browser.startup.homepage: http://start.search.us.com?guid={9082383F-E00F-45B0-9F69-199A34BD1E04}&serpv=1
  • browser.startup.homepage_override.buildID: 20140506152807
  • browser.startup.homepage_override.mstone: 29.0.1
  • browser.tabs.warnOnClose: False
  • dom.ipc.plugins.enabled.nptnt2.dll: False
  • dom.mozApps.used: True
  • dom.w3c_touch_events.expose: False
  • extensions.lastAppVersion: 29.0.1
  • font.internaluseonly.changed: False
  • gfx.direct3d.last_used_feature_level_idx: 0
  • gfx.direct3d.prefer_10_1: True
  • keyword.URL: http://search.us.com/serp/1/?guid={9082383F-E00F-45B0-9F69-199A34BD1E04}&action=default_search&k=
  • network.cookie.prefsMigrated: True
  • network.protocol-handler.warn-external.dnupdate: False
  • places.database.lastMaintenance: 1401139586
  • places.history.expiration.transient_current_max_pages: 100530
  • plugin.disable_full_page_plugin_for_types: application/pdf
  • plugin.importedState: True
  • privacy.popups.showBrowserMessage: False
  • privacy.sanitize.migrateFx3Prefs: True
  • security.enable_ssl2: True
  • security.enable_tls: False
  • security.warn_viewing_mixed: False
  • storage.vacuum.last.index: 1
  • storage.vacuum.last.places.sqlite: 1399305084

Misc

  • User JS: Yes
  • Accessibility: No
cor-el
  • Top 10 Contributor
  • Moderator
17414 solutions 157300 answers

Chosen Solution

Clear the cache and cookies only from websites that cause problems.

"Clear the Cache":

  • Firefox/Tools > Options > Advanced > Network > Cached Web Content: "Clear Now"

"Remove Cookies" from sites causing problems:

  • Firefox/Tools > Options > Privacy > "Use custom settings for history" > Cookies: "Show Cookies"

Your System Details list shows that you have a user.js file in the profile folder to initialize prefs each time Firefox starts.

The user.js file is only present if you or other software has created this file and normally it wouldn't be there. You can check its content with a plain text editor (right-click: Open with) if you didn't create this file yourself.

The user.js file is read each time Firefox is started and initializes preferences to the value specified in this file, so preferences set via user.js can only be changed temporarily for the current session.


Do a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions.

Make sure that you update each program to get the latest version of their databases before doing a scan.

You can also do a check for a rootkit infection with TDSSKiller.

See also:

Clear the cache and cookies only from websites that cause problems. "Clear the Cache": *Firefox/Tools > Options > Advanced > Network > Cached Web Content: "Clear Now" "Remove Cookies" from sites causing problems: *Firefox/Tools > Options > Privacy > "Use custom settings for history" > Cookies: "Show Cookies" Your System Details list shows that you have a user.js file in the profile folder to initialize prefs each time Firefox starts. The user.js file is only present if you or other software has created this file and normally it wouldn't be there. You can check its content with a plain text editor (right-click: Open with) if you didn't create this file yourself. The user.js file is read each time Firefox is started and initializes preferences to the value specified in this file, so preferences set via user.js can only be changed temporarily for the current session. *http://kb.mozillazine.org/Preferences_not_saved ---- Do a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions. Make sure that you update each program to get the latest version of their databases before doing a scan. *Malwarebytes' Anti-Malware:<br>http://www.malwarebytes.org/mbam.php *AdwCleaner:<br>http://www.bleepingcomputer.com/download/adwcleaner/<br>http://www.softpedia.com/get/Antivirus/Removal-Tools/AdwCleaner.shtml *SuperAntispyware:<br>http://www.superantispyware.com/ *Microsoft Safety Scanner:<br>http://www.microsoft.com/security/scanner/en-us/default.aspx *Windows Defender:<br>http://windows.microsoft.com/en-us/windows/using-defender *Spybot Search & Destroy:<br>http://www.safer-networking.org/en/index.html *Kasperky Free Security Scan:<br>http://www.kaspersky.com/security-scan You can also do a check for a rootkit infection with TDSSKiller. *Anti-rootkit utility TDSSKiller:<br>http://support.kaspersky.com/5350?el=88446 See also: *"Spyware on Windows": http://kb.mozillazine.org/Popups_not_blocked

Question owner

Problem solved. ** Thank you!!** No malware, just had to remove the cookies.

Problem solved. ** Thank you!!** No malware, just had to remove the cookies.
cor-el
  • Top 10 Contributor
  • Moderator
17414 solutions 157300 answers

You're welcome.

Did you check what content there is in the user.js file?

You can check this in a text editor via the right-click context menu (Open with > Notepad).

You're welcome. Did you check what content there is in the user.js file? You can check this in a text editor via the right-click context menu (Open with > Notepad).
John99 971 solutions 13138 answers

Hi ffuturebright ,

Sorry to bother you after your Firefox problem has been resolved, but I am wondering if you would be able to help us.

Could you first of all search on the computer for all copies of the following files.

  1. nptnt2.dll
  2. libinject2.dll,
  3. libredir2.dll

The first file does appear to have been on your computer. Possibly you will also have the other two.

Search Tips


guigs2 from the Firefox HelpDesk will probably be following up on this post, but being paid staff is only available in working hours.

For now please try to find the files but do not take any other action, as you appear to have the file disabled, and we an not be certain yet that it is a bad copy.

Perhaps you could post back to say whether you are able to search for these files and whether or not you have found them.

Thanks in advance, John


Background Information

You seem to have a file installed that apparently is malware and Firefox engineers are trying to get hold of a copy of the file. They can study it to confirm it is bad,then pass the information on to the sites that detect malware.

Briefly you kindly provided troubleshooting information you posted this question

dom.ipc.plugins.enabled.nptnt2.dll: False

We are very interested in the file nptn2.dll some of those are apparently bad files that cause problems.

There is more information in a contributors thread started by staff member Cheng Wang.


P.S. Did you ever look into the user.js file issue ?

That is something that will affect your Firefox use, and if you did not create the file then who or what did ?

Hi ffuturebright , Sorry to bother you after your Firefox problem has been resolved, but I am wondering if you would be able to help us. Could you first of all search on the computer for all copies of the following files. # nptnt2.dll # libinject2.dll, # libredir2.dll The first file does appear to have been on your computer. Possibly you will also have the other two. Search Tips * These instructions may help http://kb.mozillazine.org/Show_hidden_files_and_folders * Also note Windows often hides the last part of at least some file names you may need to set Windows to show the full file name. The part of the file name after the last dot is often referred to as the file extension. <br /> See http://windows.microsoft.com/en-us/windows/show-hide-file-name-extensions#show-hide-file-name-extensions=windows-7 ''guigs2'' from the Firefox HelpDesk will probably be following up on this post, but being paid staff is only available in working hours. For now please try to find the files but do not take any other action, as you appear to have the file disabled, and we an not be certain yet that it is a bad copy. Perhaps you could post back to say whether you are able to search for these files and whether or not you have found them. Thanks in advance, John ------------- '''Background Information''' You seem to have a file installed that apparently is malware and Firefox engineers are trying to get hold of a copy of the file. They can study it to confirm it is bad,then pass the information on to the sites that detect malware. Briefly you kindly provided troubleshooting information you posted this question * https://support.mozilla.org/en-US/questions/1005843 * The information may be viewed using the link labelled ''More System Details'' at the top right of the question. * That includes shown as a Modified Preference '''dom.ipc.plugins.enabled.nptnt2.dll:''' ''False'' We are very interested in the file ''nptn2.dll'' some of those are apparently bad files that cause problems. There is more information in a contributors thread started by staff member Cheng Wang. * ''Higher crash rates in 30? '' [/forums/contributors/710406] --------- P.S. Did you ever look into the ''user.js'' file issue ? That is something that will affect your Firefox use, and if you did not create the file then who or what did ?

Question owner

Hi John99,

I am not very computer literate and I was able to follow the directions easy enough, but I don't know where the files are or how to access them. I have had the same problem once before and fixed the issue by clearing cookies. I give you permission to access my computer. I am home from work Monday through Friday at 3:30 pm EST.

Hope to hear from you, Dawn

Hi John99, I am not very computer literate and I was able to follow the directions easy enough, but I don't know where the files are or how to access them. I have had the same problem once before and fixed the issue by clearing cookies. I give you permission to access my computer. I am home from work Monday through Friday at 3:30 pm EST. Hope to hear from you, Dawn
John99 971 solutions 13138 answers

Hi Dawn,

Thanks for replying.

nptnt2.dll It is probably not worth worrying about this any further

Your Crash report actually listed the file nptnt2.dll but not the other two that we would be most interested in.

Research bycor-el suggests the nptnt2.dll file is in most cases probably left over from having had search.us.com something considered potentially unwanted but which is documented.

user.js This is also not critical as long as Firefox is working as you expect.

However it is relatively easy to look at so I will give instructions you can try to follow, and links to help articles related to this.


Briefly

  • The file is in the Firefox profile.
  • It may be hidden, as may be the last two letters on the filename.
  • It is a short file of ordinary text so relatively easily read.
  • It is not ordinarily needed and does not by default exist.
    Too often its purpose is to make changes to Firefox that you probably do not want, and to make those changes difficult for the average user to reverse.
    • As an an aside.
      It was often used to make the different Firefox searches use something the rogue software wanted you to use. Firefox was however changed recently to give the Firefox user control over this from the search bar.

If you want to look at the content of user.js or disable it We all need to begin somewhere, and I have no idea what you already know. Here is a crash course in improving your computer literacy.

  1. First of all make sure at least temporarily Windows is letting you see hidden files, and also it is letting you see the full file name including the extension .js in the name user.js see
  2. Now with Firefox open, use the button on the troubleshooting information page to open up your Firefox profile folder.
  3. With Firefox closed. Find the file user.js in the open profile folder. Rename the file by adding .txt to the name. That disables the file with respect to Firefox settings, and permits you to open it in a text processor such as Notepad by using a right click option.
    • If you need to reuse the file you will need to reverse the file name change. Mostly this sort of work is done with copies of a file not the original.
    • The instruction to rename works even if the .js is hidden but that makes it difficult to see & understand the real file names.
    • This article explains in more detail what the user.js file is and does
      http://kb.mozillazine.org/User.js_file
      It includes advanced tips on editing the user.js.
    • (see) Note with Windows the characters after the last dot known as the file extension are used to show he file type and help decide what actions the file may have. dot.txt files will be ordinarily be simple text and can be read by text viewers and text editors. (Probably even viewable from Firefox)
Hi Dawn, Thanks for replying. <u>'''nptnt2.dll '''</u> It is probably not worth worrying about this any further Your Crash report actually listed the file ''nptnt2.dll'' but not the other two that we would be most interested in. Research by''cor-el'' suggests the ''nptnt2.dll '' file is in most cases probably left over from having had ''search''.''us''.''com'' something considered potentially unwanted but which is documented. <u>'''user.js'''</u> This is also not critical as long as Firefox is working as you expect. However it is relatively easy to look at so I will give instructions you can try to follow, and links to help articles related to this. --------- Briefly *The file is in the Firefox profile. *It may be hidden, as may be the last two letters on the filename. *It is a short file of ordinary text so relatively easily read. *It is not ordinarily needed and does not by default exist. <br />Too often its purpose is to make changes to Firefox that you probably do not want, and to make those changes difficult for the average user to reverse. ** As an an aside. <br />It was often used to make the different Firefox searches use something the rogue software wanted you to use. Firefox was however changed recently to give the Firefox user control over this from the search bar. --------- <u>'''If you want to look at the content of ''user.js'' or disable it'''</u> We all need to begin somewhere, and I have no idea what you already know. Here is a crash course in improving your computer literacy. # First of all make sure at least temporarily Windows is letting you see hidden files, and also it is letting you see the full file name including the extension ''.js'' in the name ''user.js'' see #* http://kb.mozillazine.org/Show_hidden_files_and_folders#Windows <br/> complete with screenshots #*http://windows.microsoft.com/en-us/windows/show-hide-file-name-extensions#show-hide-file-name-extensions=windows-7 <br /> You may also wish to click ''show all'' on the inked [http://windows.microsoft.com/en-us/windows/file-names-extensions-faq#1TC=windows-7 faq page] for an explanation on how to '''rename''' a file and other useful tips about ''file extensions'' # Now with Firefox open, use the button on the troubleshooting information page to open up your Firefox profile folder. #* To do so <br > Key in ''about:support'' in the addressbar. Hit the Enter/Return Key on the keyboard. Mouse Click the option that says Open Profile folder (Or something with similar wording) #* See also <br /> [[Profiles - Where Firefox stores your bookmarks, passwords and other user data#w_how-do-i-find-my-profile]]'''_how-do-i-find-my-profile''' (Observe the article will scroll to display related profile notes) # With Firefox closed. Find the file ''user.js'' in the open profile folder. Rename the file by adding .txt to the name. That disables the file with respect to Firefox settings, and permits you to open it in a text processor such as Notepad by using a right click option. #* If you need to reuse the file you will need to reverse the file name change. Mostly this sort of work is done with copies of a file not the original. #* The instruction to rename works even if the ''.js'' is hidden but that makes it difficult to see & understand the real file names. #* This article explains in more detail what the user.js file is and does <br /> http://kb.mozillazine.org/User.js_file <br /> It includes advanced tips on editing the ''user.js''. #* ([http://windows.microsoft.com/en-us/windows/file-names-extensions-faq see]) Note with Windows the characters after the last dot known as the file extension are used to show he file type and help decide what actions the file may have. '''''dot.txt''''' files will be ordinarily be simple text and can be read by text viewers and text editors. (Probably even viewable from Firefox)

Question owner

Hi John99,

I read through everything and searched the hidden files, I skipped over that sentence, and the only user.js files that came up were related to Windows and Windows service updates. I did a search for libinject2.dll and libredir2.dll and the message immediately came up 'no matches found'. I didn't make any changes.

Dawn

Hi John99, I read through everything and searched the hidden files, I skipped over that sentence, and the only user.js files that came up were related to Windows and Windows service updates. I did a search for libinject2.dll and libredir2.dll and the message immediately came up 'no matches found'. I didn't make any changes. Dawn
John99 971 solutions 13138 answers

You probably have nothing to worry about.

But if you have a file called user.js it probably is

  • within your Firefox profile
  • intended to affect Firefox
  • unrelated to Windows updates
You probably have nothing to worry about. But if you have a file called ''user.js'' it probably is * within your Firefox profile * intended to affect Firefox * unrelated to Windows updates