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Is there any possible way to speak to a person about fixing my firefox browser? It will not open and I do not want to lose the information stored there.

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My firefox browser will not open, so I can not try most of the solutions recommended. I do not want to lose stored information such as bookmarks and pass codes so would unstalling and reinstalling cause me to lose that information? I need to speak to a person to help with this, but do not know how to go about it. Should I be contacting Norton or Mozilla?

My firefox browser will not open, so I can not try most of the solutions recommended. I do not want to lose stored information such as bookmarks and pass codes so would unstalling and reinstalling cause me to lose that information? I need to speak to a person to help with this, but do not know how to go about it. Should I be contacting Norton or Mozilla?

Chosen solution

Do you get any kind of message when you start Firefox?

Sometimes when FF is closing, not all of it shuts down properly. On Windows, start the Task Manager. (Other systems may have different names and / or commands). Select Processes. Look down the list for Firefox. Right click and select End Task.

Did you get Firefox installer from Mozilla.org ? Try to re-install; Download Firefox Full Installer For All languages And Systems {web link}

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  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/534.57.2 (KHTML, like Gecko) Version/5.1.7 Safari/534.57.2

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Andrew
  • Moderator
321 solutions 4041 answers

Hello,

Try Firefox Safe Mode to see if the problem goes away. Firefox Safe Mode is a troubleshooting mode that temporarily turns off hardware acceleration, resets some settings, and disables add-ons (extensions and themes).

If Firefox is not running, you can start Firefox in Safe Mode as follows:

  • On Windows: Hold the Shift key when you open the Firefox desktop or Start menu shortcut.
  • On Mac: Hold the option key while starting Firefox.
  • On Linux: Quit Firefox, go to your Terminal and run firefox -safe-mode
    (you may need to specify the Firefox installation path e.g. /usr/lib/firefox)

When the Firefox Safe Mode window appears, select "Start in Safe Mode".

Safe Mode Fx 15 - Win

If the issue is not present in Firefox Safe Mode, your problem is probably caused by an extension, theme, or hardware acceleration. Please follow the steps in the Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems article to find the cause.

To exit Firefox Safe Mode, just close Firefox and wait a few seconds before opening Firefox for normal use again.

When you figure out what's causing your issues, please let us know. It might help others with the same problem.

Hello, '''Try Firefox Safe Mode''' to see if the problem goes away. [[Troubleshoot Firefox issues using Safe Mode|Firefox Safe Mode]] is a troubleshooting mode that temporarily turns off hardware acceleration, resets some settings, and disables add-ons (extensions and themes). If Firefox is not running, you can start Firefox in Safe Mode as follows: * On Windows: Hold the '''Shift''' key when you open the Firefox desktop or Start menu shortcut. * On Mac: Hold the '''option''' key while starting Firefox. * On Linux: Quit Firefox, go to your Terminal and run ''firefox -safe-mode'' <br>(you may need to specify the Firefox installation path e.g. /usr/lib/firefox) When the Firefox Safe Mode window appears, select "Start in Safe Mode". :[[Image:Safe Mode Fx 15 - Win]] '''''If the issue is not present in Firefox Safe Mode''''', your problem is probably caused by an extension, theme, or hardware acceleration. Please follow the steps in the [[Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems]] article to find the cause. ''To exit Firefox Safe Mode, just close Firefox and wait a few seconds before opening Firefox for normal use again.'' When you figure out what's causing your issues, please let us know. It might help others with the same problem.
the-edmeister
  • Top 25 Contributor
  • Moderator
5399 solutions 40160 answers

Sorry, Mozilla doesn't offer support by telephone. The way Firefox is set up, you shouldn't lose any personal data when you uninstall and reinstall Firefox. But it is a good idea to backup your data before proceeding, just-in-case.

As far as bookmarks, and passwords that are stored in Firefox, user data is saved in the Profile folder. See this to learn how to backup your entire Profile. https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles

If your passwords are handled by Norton, see Norton for support.

Sorry, Mozilla doesn't offer support by telephone. The way Firefox is set up, you shouldn't lose any personal data when you uninstall and reinstall Firefox. But it is a good idea to backup your data before proceeding, just-in-case. As far as bookmarks, and passwords that are stored in Firefox, user data is saved in the Profile folder. See this to learn how to backup your entire Profile. https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles If your passwords are handled by Norton, see Norton for support.

Question owner

I do not know how to back up my data, since I can not get firefox to open.

I did try to go to my profile like the directions said and I could not find my profile folder.

Thank you for trying to help. I have tried a few things from support.mozilla.

I do not know how to back up my data, since I can not get firefox to open. I did try to go to my profile like the directions said and I could not find my profile folder. Thank you for trying to help. I have tried a few things from support.mozilla.

Question owner

Andrew, thanks but safe mode did not open either. I did as you suggested and no box came up. I can not get to the menu button because firefox will not open so some of the other suggestions didn't work. I think I will uninstall and reinstall and hope all my information is not lost. According to the ed-meister I won't lose anything.

Andrew, thanks but safe mode did not open either. I did as you suggested and no box came up. I can not get to the menu button because firefox will not open so some of the other suggestions didn't work. I think I will uninstall and reinstall and hope all my information is not lost. According to the ed-meister I won't lose anything.
FredMcD
  • Top 10 Contributor
4248 solutions 59420 answers

Chosen Solution

Do you get any kind of message when you start Firefox?

Sometimes when FF is closing, not all of it shuts down properly. On Windows, start the Task Manager. (Other systems may have different names and / or commands). Select Processes. Look down the list for Firefox. Right click and select End Task.

Did you get Firefox installer from Mozilla.org ? Try to re-install; Download Firefox Full Installer For All languages And Systems {web link}

Do you get any kind of message when you start Firefox? Sometimes when FF is closing, not all of it shuts down properly. On Windows, start the '''Task Manager.''' (Other systems may have different names and / or commands). Select '''Processes'''. Look down the list for Firefox. Right click and select '''End Task'''. Did you get Firefox installer from Mozilla.org ? Try to re-install; '''[http://www.mozilla.org/en-US/firefox/all/ Download Firefox Full Installer For All languages And Systems]''' {web link}

Question owner

Thank you, FredMcD. It wasn't the task manager, firefox was not running, but I did reinstall from the link you provided and it worked! It appears that my stored information is not lost either. Is there anything I need to do now in order to make sure there are not two browsers on my computer? There is only one icon in task and one on desktop and when I go to programs I only see name Mozilla Firefox listed 1X. You have been most helpful.

Thank you, FredMcD. It wasn't the task manager, firefox was not running, but I did reinstall from the link you provided and it worked! It appears that my stored information is not lost either. Is there anything I need to do now in order to make sure there are not two browsers on my computer? There is only one icon in task and one on desktop and when I go to programs I only see name Mozilla Firefox listed 1X. You have been most helpful.
FredMcD
  • Top 10 Contributor
4248 solutions 59420 answers

The desk top is a folder in your computers user folder. This is separate from the task bar. The task bar shows what programs are running, or a program that was pinned in place. Example; if you have two windows open for Firefox, there will be two icons on the task bar.

The desk top is a folder in your computers user folder. This is separate from the task bar. The task bar shows what programs are running, or a program that was pinned in place. Example; if you have two windows open for Firefox, there will be two icons on the task bar.

Question owner

Well, I spoke too soon. The same problem is happening again. I have uninstalled firefox again and try to reinstall from your link. However the last time it worked, but after closing the browser and trying to reopen it did not come up.


sallywaz said

My firefox browser will not open, so I can not try most of the solutions recommended. I do not want to lose stored information such as bookmarks and pass codes so would unstalling and reinstalling cause me to lose that information? I need to speak to a person to help with this, but do not know how to go about it. Should I be contacting Norton or Mozilla?
Well, I spoke too soon. The same problem is happening again. I have uninstalled firefox again and try to reinstall from your link. However the last time it worked, but after closing the browser and trying to reopen it did not come up. ''sallywaz [[#question-1035950|said]]'' <blockquote> My firefox browser will not open, so I can not try most of the solutions recommended. I do not want to lose stored information such as bookmarks and pass codes so would unstalling and reinstalling cause me to lose that information? I need to speak to a person to help with this, but do not know how to go about it. Should I be contacting Norton or Mozilla? </blockquote>
FredMcD
  • Top 10 Contributor
4248 solutions 59420 answers

These can't get your data back, but will help in the future.

These add-ons can be a great help by backing up and restoring Firefox

FEBE (Firefox Environment Backup Extension) {web link} FEBE allows you to quickly and easily backup your Firefox extensions, history, passwords, and more. In fact, it goes beyond just backing up -- It will actually rebuild your saved files individually into installable .xpi files. It will also make backup of files that you choose.

OPIE {web link} Import/Export extension preferences

These can't get your data back, but will help in the future. These add-ons can be a great help by backing up and restoring Firefox '''[https://addons.mozilla.org/en-US/firefox/addon/febe/ FEBE (Firefox Environment Backup Extension)]''' {web link} FEBE allows you to quickly and easily backup your Firefox extensions, history, passwords, and more. In fact, it goes beyond just backing up -- It will actually rebuild your saved files individually into installable .xpi files. It will also make backup of files that you choose. '''[https://addons.mozilla.org/en-US/firefox/addon/opie/ OPIE]''' {web link} Import/Export extension preferences
FredMcD
  • Top 10 Contributor
4248 solutions 59420 answers

Open your file browser. Depending on your system, you need to find this folder; C:\Users\==<YOU>++\AppData\Roaming\Mozilla\Firefox\Profiles If you have more then one, check the date modified for the latest. In the Profiles folder, create a new folder called; Backup. Place your mouse on the user folder. Hold down the left mouse key, and the shift key. Drag the folder to the Backup folder, and keeping the shift key down, let go. This will copy the old folder, creating a backup.

Open your file browser. Depending on your system, you need to find this folder; '''C:\Users\==<YOU>++\AppData\Roaming\Mozilla\Firefox\Profiles''' If you have more then one, check the date modified for the latest. In the '''Profiles''' folder, create a new folder called; '''Backup.''' Place your mouse on the user folder. Hold down the left mouse key, and the shift key. Drag the folder to the '''Backup''' folder, and keeping the shift key down, let go. This will copy the old folder, creating a backup.

Question owner

sallywaz said

Well, I spoke too soon. The same problem is happening again. I have uninstalled firefox again and try to reinstall from your link. However the last time it worked, but after closing the browser and trying to reopen it did not come up. sallywaz said
My firefox browser will not open, so I can not try most of the solutions recommended. I do not want to lose stored information such as bookmarks and pass codes so would unstalling and reinstalling cause me to lose that information? I need to speak to a person to help with this, but do not know how to go about it. Should I be contacting Norton or Mozilla?

thank you everyone for your help. I believe I have found the solution and that is: There is no solution. Evidently I found out that Mozilla does not work on a 64. My only question now is if it doesn't work on my computer because it is a 64, why has it worked fine in the past? Oh well, I am using chrome now. I do not like it as well as firefox, but at least it works.

''sallywaz [[#answer-665465|said]]'' <blockquote> Well, I spoke too soon. The same problem is happening again. I have uninstalled firefox again and try to reinstall from your link. However the last time it worked, but after closing the browser and trying to reopen it did not come up. ''sallywaz [[#question-1035950|said]]'' <blockquote> My firefox browser will not open, so I can not try most of the solutions recommended. I do not want to lose stored information such as bookmarks and pass codes so would unstalling and reinstalling cause me to lose that information? I need to speak to a person to help with this, but do not know how to go about it. Should I be contacting Norton or Mozilla? </blockquote> </blockquote> thank you everyone for your help. I believe I have found the solution and that is: There is no solution. Evidently I found out that Mozilla does not work on a 64. My only question now is if it doesn't work on my computer because it is a 64, why has it worked fine in the past? Oh well, I am using chrome now. I do not like it as well as firefox, but at least it works.
FredMcD
  • Top 10 Contributor
4248 solutions 59420 answers

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