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How can I get my Firefox back to normal?

Posted

I unfortunately had the experience to have my left Shift key stuck when I reopened my browser. It gave me the option to 'refresh or reset' and not ever seeing this before I chose 'reset' which got rid of all my addon's and features.

Since that it mistakenly reset my browser I am now stuck in what seems like an eternal proverbial safe mode. I cannot download any files nor can I access any website which requires me to update data to my browser (this includes browser based games). Not only that any time I visit the Firefox support, the page is strictly text-only and makes trying to solve my problem ever so difficult (as it all just jumbles things together repeating itself numerous times.

I have uninstalled and reinstalled the browser with no success in being able to access the net short of just text pages. This is an extreme frustration and would greatly appreciate any help in restoring my browser back to its wonderful self where I can browse with my favorite browser rather than using Microsoft Edge (like I am having to use right now to post this).

Many thanks in advance.

I unfortunately had the experience to have my left Shift key stuck when I reopened my browser. It gave me the option to 'refresh or reset' and not ever seeing this before I chose 'reset' which got rid of all my addon's and features. Since that it mistakenly reset my browser I am now stuck in what seems like an eternal proverbial safe mode. I cannot download any files nor can I access any website which requires me to update data to my browser (this includes browser based games). Not only that any time I visit the Firefox support, the page is strictly text-only and makes trying to solve my problem ever so difficult (as it all just jumbles things together repeating itself numerous times. I have uninstalled and reinstalled the browser with no success in being able to access the net short of just text pages. This is an extreme frustration and would greatly appreciate any help in restoring my browser back to its wonderful self where I can browse with my favorite browser rather than using Microsoft Edge (like I am having to use right now to post this). Many thanks in advance.

Chosen solution

If you can't inspect the certificate via "I Understand the Risks" then try this:

Open the "Add Security Exception" window by pasting this chrome URL in the Firefox location/address bar and check the certificate:

  • chrome://pippki/content/exceptionDialog.xul

In the location field of this window type or paste the URL of the website.

  • retrieve the certificate via the "Get certificate" button
  • click the "View..." button to inspect the certificate in the Certificate Viewer

You can inspect details like the issuer and the certificate chain in the Details tab of the Certificate Viewer. Check who is the issuer of the certificate. If necessary then you can attach a screenshot that shows the certificate viewer.

There is security software like Avast and Kaspersky that intercept secure connections and send their own certificate.

Try to disable HTTPS scanning in Avast Web Shield.

Read this answer in context 1

Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/42.0.2311.135 Safari/537.36 Edge/12.10240

More Information

Application Basics
------------------
Name: Firefox
Version: 40.0.2
Build ID: 20150812163655
Update Channel: release
User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:40.0) Gecko/20100101 Firefox/40.0
Multiprocess Windows: 0/1 (default: false)
Crash Reports for the Last 3 Days
---------------------------------
All Crash Reports
Extensions
----------
Name: F.B. Purity - Cleans Up Facebook
Version: 13.4.1
Enabled: true
ID: fbp@fbpurity.com
Name: Avast Online Security
Version: 10.2.0.187
Enabled: false
ID: wrc@avast.com
Name: HP Smart Web Printing
Version: 4.60
Enabled: false
ID: smartwebprinting@hp.com
Graphics
--------
Adapter Description: AMD Radeon HD 6700 Series
Adapter Drivers: aticfx64 aticfx64 aticfx64 amdxc64 aticfx32 aticfx32 aticfx32 amdxc32 atiumd64 atidxx64 atidxx64 atiumdag atidxx32 atidxx32 atiumdva atiumd6a atitmm64
Adapter RAM: 1024
Asynchronous Pan/Zoom: none
Device ID: 0x68b8
Direct2D Enabled: true
DirectWrite Enabled: true (10.0.10240.16430)
Driver Date: 7-15-2015
Driver Version: 15.200.1062.1002
GPU #2 Active: false
GPU Accelerated Windows: 1/1 Direct3D 11 (OMTC)
Subsys ID: 30001002
Supports Hardware H264 Decoding: true
Vendor ID: 0x1002
WebGL Renderer: Google Inc. -- ANGLE (AMD Radeon HD 6700 Series Direct3D11 vs_5_0 ps_5_0)
windowLayerManagerRemote: true
AzureCanvasBackend: direct2d 1.1
AzureContentBackend: direct2d 1.1
AzureFallbackCanvasBackend: cairo
AzureSkiaAccelerated: 0
Important Modified Preferences
------------------------------
browser.cache.disk.capacity: 358400
browser.cache.disk.filesystem_reported: 1
browser.cache.disk.smart_size.first_run: false
browser.cache.disk.smart_size.use_old_max: false
browser.cache.frecency_experiment: 1
browser.download.importedFromSqlite: true
browser.places.smartBookmarksVersion: 7
browser.sessionstore.upgradeBackup.latestBuildID: 20150812163655
browser.startup.homepage_override.buildID: 20150812163655
browser.startup.homepage_override.mstone: 40.0.2
browser.tabs.warnOnClose: false
dom.apps.reset-permissions: true
dom.mozApps.used: true
extensions.lastAppVersion: 40.0.2
gfx.direct3d.last_used_feature_level_idx: 0
media.gmp-eme-adobe.lastUpdate: 1440494253
media.gmp-eme-adobe.version: 12
media.gmp-gmpopenh264.lastUpdate: 1440494254
media.gmp-gmpopenh264.version: 1.4
media.gmp-manager.buildID: 20150812163655
media.gmp-manager.lastCheck: 1440494250
network.cookie.prefsMigrated: true
network.predictor.cleaned-up: true
places.history.expiration.transient_current_max_pages: 104858
plugin.disable_full_page_plugin_for_types: application/pdf
plugin.importedState: true
privacy.sanitize.migrateFx3Prefs: true
Important Locked Preferences
----------------------------
JavaScript
----------
Incremental GC: true
Accessibility
-------------
Activated: true
Prevent Accessibility: 0
Library Versions
----------------
NSPR
Expected minimum version: 4.10.8
Version in use: 4.10.8
NSS
Expected minimum version: 3.19.2 Basic ECC
Version in use: 3.19.2 Basic ECC
NSSSMIME
Expected minimum version: 3.19.2 Basic ECC
Version in use: 3.19.2 Basic ECC
NSSSSL
Expected minimum version: 3.19.2 Basic ECC
Version in use: 3.19.2 Basic ECC
NSSUTIL
Expected minimum version: 3.19.2
Version in use: 3.19.2
Experimental Features
---------------------

Question owner

Evidently it didn't add my image... So here is what I get all the time.

Evidently it didn't add my image... So here is what I get all the time.
jscher2000
  • Top 10 Contributor
8693 solutions 71056 answers

Do you still have the Old Firefox Data folder on your desktop? If so, please see this post for the steps to manually roll back the Refresh:

https://support.mozilla.org/questions/1069219#answer-762489

I haven't tested all those steps on Windows 10, but I think they should work.


Regarding your screen shot, I think you are having problems because Firefox is no longer set up to trust Avast's encrypted scan feature. Assuming the "roll back" works, you won't need additional info on that, but if you're interested, see this thread:

https://support.mozilla.org/questions/1079690

Do you still have the Old Firefox Data folder on your desktop? If so, please see this post for the steps to manually roll back the Refresh: https://support.mozilla.org/questions/1069219#answer-762489 I haven't tested all those steps on Windows 10, but I think they should work. ---- Regarding your screen shot, I think you are having problems because Firefox is no longer set up to trust Avast's encrypted scan feature. Assuming the "roll back" works, you won't need additional info on that, but if you're interested, see this thread: https://support.mozilla.org/questions/1079690

Question owner

said

Do you still have the Old Firefox Data folder on your desktop? If so, please see this post for the steps to manually roll back the Refresh: https://support.mozilla.org/questions/1069219#answer-762489 I haven't tested all those steps on Windows 10, but I think they should work.

I tried that and I still end up with the same result. Its as if it is permanently locked in safe mode.

[[#answer-772644|said]]'' <blockquote> Do you still have the Old Firefox Data folder on your desktop? If so, please see this post for the steps to manually roll back the Refresh: https://support.mozilla.org/questions/1069219#answer-762489 I haven't tested all those steps on Windows 10, but I think they should work. </blockquote> I tried that and I still end up with the same result. Its as if it is permanently locked in safe mode.

Modified by Psyberwulf

jscher2000
  • Top 10 Contributor
8693 solutions 71056 answers

Sorry, that wasn't to fix the stuck Shift key, just to get your data back.

If you stab the key vigorously numerous times, does Firefox get the message?

Have you tried shutting down and restarting Windows?

Also, Safe Mode doesn't screw up the layout of web pages. If that's still happening, something else is causing that.

  • Are you getting any secure certificate errors?
Sorry, that wasn't to fix the stuck Shift key, just to get your data back. If you stab the key vigorously numerous times, does Firefox get the message? Have you tried shutting down and restarting Windows? Also, Safe Mode doesn't screw up the layout of web pages. If that's still happening, something else is causing that. * Are you getting any secure certificate errors? * Have you checked that you are not considered a "child" subject to parental controls? That seems to cause random blockages. Try disabling Microsoft Family Safety (or not being part of a family): http://windows.microsoft.com/en-us/windows-10/turn-off-microsoft-family-settings
cor-el
  • Top 10 Contributor
  • Moderator
17472 solutions 157915 answers

It is possible that some of the status keys have the wrong state and Firefox sees them as still pressed.

Try to press all the status keys (Shift, Ctrl, Alt) a few times to see if that helps to recover from this. If it doesn't help then close and restart Firefox or reboot the computer.


What Anti-Virus security software do you have?

You can copy the cert8.db file from the "Old Firefox Data" folder on the desktop to current Firefox profile folder to recover stored (intermediate) certificate.

You can use this button to go to the current Firefox profile folder:

It is possible that some of the status keys have the wrong state and Firefox sees them as still pressed. Try to press all the status keys (Shift, Ctrl, Alt) a few times to see if that helps to recover from this. If it doesn't help then close and restart Firefox or reboot the computer. ---- What Anti-Virus security software do you have? You can copy the cert8.db file from the "Old Firefox Data" folder on the desktop to current Firefox profile folder to recover stored (intermediate) certificate. You can use this button to go to the current Firefox profile folder: *Help > Troubleshooting Information > Profile Directory: Show Folder (Linux: Open Directory; Mac: Show in Finder) *http://kb.mozillazine.org/Profile_folder_-_Firefox

Modified by cor-el

Question owner

jscher2000 said

Have you tried shutting down and restarting Windows?

Yes. Nothing changed.


jscher2000 said

  • Are you getting any secure certificate errors?

I did get a secure certificate error trying to view a video on a webpage, but did not get the same error when I visited the actual site from where the video was from.

I went to the family settings and I had no option to choose a particular individual. The only screen I get is to add a child or another adult first.

''jscher2000 [[#answer-772758|said]]'' <blockquote> Have you tried shutting down and restarting Windows? </blockquote> Yes. Nothing changed. ''jscher2000 [[#answer-772758|said]]'' <blockquote> * Are you getting any secure certificate errors? * Have you checked that you are not considered a "child" subject to parental controls? That seems to cause random blockages. Try disabling Microsoft Family Safety (or not being part of a family): http://windows.microsoft.com/en-us/windows-10/turn-off-microsoft-family-settings </blockquote> I did get a secure certificate error trying to view a video on a webpage, but did not get the same error when I visited the actual site from where the video was from. I went to the family settings and I had no option to choose a particular individual. The only screen I get is to add a child or another adult first.

Question owner

cor-el said

It is possible that some of the status keys have the wrong state and Firefox sees them as still pressed. Try to press all the status keys (Shift, Ctrl, Alt) a few times to see if that helps to recover from this. If it doesn't help then close and restart Firefox or reboot the computer.

No sticky keys or Firefox recognizes them as pressed. Restarting Firefox and rebooting resulted in no change.

cor-el said

What Anti-Virus security software do you have? You can copy the cert8.db file from the "Old Firefox Data" folder on the desktop to current Firefox profile folder to recover stored (intermediate) certificate.

I am currently running Avast Free Antivirus along with Malwarebytes.

I copied the cert8.db file from the old to the current and nothing changed. I am still are unable to download data.

''cor-el [[#answer-772766|said]]'' <blockquote> It is possible that some of the status keys have the wrong state and Firefox sees them as still pressed. Try to press all the status keys (Shift, Ctrl, Alt) a few times to see if that helps to recover from this. If it doesn't help then close and restart Firefox or reboot the computer. </blockquote> No sticky keys or Firefox recognizes them as pressed. Restarting Firefox and rebooting resulted in no change. ''cor-el [[#answer-772766|said]]'' <blockquote> What Anti-Virus security software do you have? You can copy the cert8.db file from the "Old Firefox Data" folder on the desktop to current Firefox profile folder to recover stored (intermediate) certificate. </blockquote> I am currently running Avast Free Antivirus along with Malwarebytes. I copied the cert8.db file from the old to the current and nothing changed. I am still are unable to download data.
cor-el
  • Top 10 Contributor
  • Moderator
17472 solutions 157915 answers

Chosen Solution

If you can't inspect the certificate via "I Understand the Risks" then try this:

Open the "Add Security Exception" window by pasting this chrome URL in the Firefox location/address bar and check the certificate:

  • chrome://pippki/content/exceptionDialog.xul

In the location field of this window type or paste the URL of the website.

  • retrieve the certificate via the "Get certificate" button
  • click the "View..." button to inspect the certificate in the Certificate Viewer

You can inspect details like the issuer and the certificate chain in the Details tab of the Certificate Viewer. Check who is the issuer of the certificate. If necessary then you can attach a screenshot that shows the certificate viewer.

There is security software like Avast and Kaspersky that intercept secure connections and send their own certificate.

Try to disable HTTPS scanning in Avast Web Shield.

If you can't inspect the certificate via "I Understand the Risks" then try this: Open the "Add Security Exception" window by pasting this chrome URL in the Firefox location/address bar and check the certificate: *chrome://pippki/content/exceptionDialog.xul In the location field of this window type or paste the URL of the website. *retrieve the certificate via the "Get certificate" button *click the "View..." button to inspect the certificate in the Certificate Viewer You can inspect details like the issuer and the certificate chain in the Details tab of the Certificate Viewer. Check who is the issuer of the certificate. If necessary then you can attach a screenshot that shows the certificate viewer. There is security software like Avast and Kaspersky that intercept secure connections and send their own certificate. Try to disable HTTPS scanning in Avast Web Shield. *http://www.ghacks.net/2014/10/31/avasts-https-scanning-interferes-with-firefox-and-other-programs/

Question owner

cor-el said

There is security software like Avast and Kaspersky that intercept secure connections and send their own certificate. Try to disable HTTPS scanning in Avast Web Shield.

This! Thank you! Thank you! THANK YOU! It was Avast's HTTPS scanning that was causing the problem with downloading and accessing data. And even the support page is back to its normal graphical glory! You are the man! Uber prop's to you my friend!

''cor-el [[#answer-773026|said]]'' <blockquote> There is security software like Avast and Kaspersky that intercept secure connections and send their own certificate. Try to disable HTTPS scanning in Avast Web Shield. *http://www.ghacks.net/2014/10/31/avasts-https-scanning-interferes-with-firefox-and-other-programs/ </blockquote> This! Thank you! Thank you! THANK YOU! It was Avast's HTTPS scanning that was causing the problem with downloading and accessing data. And even the support page is back to its normal graphical glory! You are the man! Uber prop's to you my friend!