X
Tap here to go to the mobile version of the site.

Support Forum

Struggled with two community helpers and have not found answers. Any way to access a wider community for help.

Posted

Firefox 40 suddenly crashed and after that could not be opened at all, not even in safe mode. I tried uninstalling and reinstalling after removing old profiles etc. We have tried a lot of things. There is nothing in crash reports except one Installtime file with a number in it. Nothing has worked. I am grateful to the two community advisers who have tried to help but we seem to be stuck. Is there any way I can get help from a wider pool of community participants. Please understand that at present Firefox does not open at all but produces a Windows Appcrash and I cannot run anything with the firefox.exe command. I therefore cannot run Safe Mode or troubleshooting from firefox.

I repeat. Beffore I have to give up on Firefox, after 10 years of use, is there no way I can access a wider pool of advice or get some one who can do remote work to investigate?

Firefox 40 suddenly crashed and after that could not be opened at all, not even in safe mode. I tried uninstalling and reinstalling after removing old profiles etc. We have tried a lot of things. There is nothing in crash reports except one Installtime file with a number in it. Nothing has worked. I am grateful to the two community advisers who have tried to help but we seem to be stuck. Is there any way I can get help from a wider pool of community participants. Please understand that at present Firefox does not open at all but produces a Windows Appcrash and I cannot run anything with the firefox.exe command. I therefore cannot run Safe Mode or troubleshooting from firefox. I repeat. Beffore I have to give up on Firefox, after 10 years of use, is there no way I can access a wider pool of advice or get some one who can do remote work to investigate?

Additional System Details

Installed Plug-ins

(Previouslly) Adobe Norton Toolbar

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/45.0.2454.101 Safari/537.36

More Information

FredMcD
  • Top 10 Contributor
4306 solutions 60468 answers
*1 '''[http://www.mozilla.org/en-US/firefox/all/ Download Firefox Full Installer For All languages And Systems]v41''' {web link} *2 '''[https://support.mozilla.org/en-US/kb/uninstall-firefox-from-your-computer Uninstall Firefox from your computer]''' {web link}<br>DO NOT remove your profiles. *3 After, reboot the computer. Then run the full installer.

Question owner

Ok Fred. 1. I have downloaded that Full Installer many times now. In the downloads folder it calls itself Firefox Setup 41.0.1 exe - is that correct? 2. I have uninstalled (again), but what do you mean about profiles? The only one I have is the original profile that I moved to the desktop. Are you suggesting I put this one back in Appdata/Roaming/Mozilla? I need to be sure what to do about this (old) profile before rebooting and running the installer again.

Ok Fred. 1. I have downloaded that Full Installer many times now. In the downloads folder it calls itself Firefox Setup 41.0.1 exe - is that correct? 2. I have uninstalled (again), but what do you mean about profiles? The only one I have is the original profile that I moved to the desktop. Are you suggesting I put this one back in Appdata/Roaming/Mozilla? I need to be sure what to do about this (old) profile before rebooting and running the installer again.

Question owner

OK I have done all the steps without bringing back my old profile. At this point Firefox has worked, but of course I have lost all my history, recent sessions and bookmarks. Before I shut down and restart Windows, which previously cause problems, should I take advantage of this totally fresh install by running any diagnostics?

If not the next step is to shut and restart and see if Fiefoxcontinues to work.

The final step, if above goes okay, would be to reintroduce the couple of important files from the old profile (as listed by you earlier). Do you agree with this course of action?

OK I have done all the steps without bringing back my old profile. At this point Firefox has worked, but of course I have lost all my history, recent sessions and bookmarks. Before I shut down and restart Windows, which previously cause problems, should I take advantage of this totally fresh install by running any diagnostics? If not the next step is to shut and restart and see if Fiefoxcontinues to work. The final step, if above goes okay, would be to reintroduce the couple of important files from the old profile (as listed by you earlier). Do you agree with this course of action?
FredMcD
  • Top 10 Contributor
4306 solutions 60468 answers

First, the profile you moved to the desktop; leave this here, unchanged. When needed, Copy files to another profile. This way, you will still have a "clean" copy in case of problems.

https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles Use these instructions to create a new, blank profile. Then use it as is. Make no changes at this time. Does it work?


If there is no problem, then you can Copy files from the desktop to it.

First, the profile you moved to the desktop; leave this here, unchanged. When needed, '''Copy''' files to another profile. This way, you will still have a "clean" copy in case of problems. '''https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles''' Use these instructions to create a new, blank profile. Then use it '''as is.''' Make no changes at this time. Does it work? ---------------- If there is no problem, then you can '''Copy''' files from the desktop to it.
FredMcD
  • Top 10 Contributor
4306 solutions 60468 answers

Transfer User Profile Files

I take it the new profile is working without problem, yes? When you are ready, we can start moving parts of your old data and Copy it to the new profile.


First; open your file browser to the New profile;

Type about:support in the address bar and press enter.

Under the page logo on the left side you will see Application Basics. Under this find Profile Folder. To it’s right press the button Show Folder. This will open your file browser to the current Firefox profile. Now Close Firefox.


Second, open the file browser to the Old profile. You should see it on the directory "tree" in the first file browser. Right click on that folder and select Open In New Window.

Warning ! ! Only Copy the files you are told. We will avoid anything that might be the cause of your problems. Here is the list of files;

cookies: Do not bother. Cookies will be created when you return to the web site. However, you will have to log in everywhere.

extensions(add-ons): it would be better to download them fresh.

==============

key3.db and logins.json: These are the Password files.

persdict.dat: custom dictionary – words you added to the dictionary

mimeTypes.rdf: What to do with what type of file.

places.sqlite: History and Bookmarks.

prefs.js: Your settings. Note, this may be contaminated.


Copy these files from the old to the new. You will get a message about the files already exist. Choose to over-write for each file.

Transfer User Profile Files I take it the new profile is working without problem, yes? When you are ready, we can start moving parts of your old data and '''Copy''' it to the new profile. ------------------ First; open your file browser to the '''New''' profile; Type '''about:support''' in the address bar and press enter. Under the page logo on the left side you will see '''Application Basics.''' Under this find '''Profile Folder.''' To it’s right press the button '''Show Folder.''' This will open your file browser to the current Firefox profile. Now '''Close Firefox.''' -------------------- Second, open the file browser to the Old profile. You should see it on the directory "tree" in the first file browser. Right click on that folder and select '''Open In New Window.''' '''Warning ! !''' Only '''Copy''' the files you are told. We will avoid anything that might be the cause of your problems. Here is the list of files; cookies: Do not bother. Cookies will be created when you return to the web site. However, you will have to log in everywhere. extensions(add-ons): it would be better to download them fresh. ========================== key3.db and logins.json: These are the Password files. persdict.dat: custom dictionary – words you added to the dictionary mimeTypes.rdf: What to do with what type of file. places.sqlite: History and Bookmarks. prefs.js: Your settings. '''Note,''' this may be contaminated. -------------------------------- '''Copy''' these files from the old to the new. You will get a message about the files already exist. Choose to over-write for each file.