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Firefox won't retain saved password preference. Search doesn't work either

Posted

I've been having a great deal of trouble with Firefox lately on my MS Surface Pro 3 running Windows 10. It began with my passwords not automatically filling in. I tick the check box and next time I start Firefox, it's unchecked. I tried all of the troubleshooting ideas I could find here and none of them worked. I tried refreshing. I tried safe mode. I even uninstalled Firefox and deleted the Mozilla folder in %appdata%. Reinstalling a fresh version of Firefox with no add-ons, no extensions and sync turned off still didn't fix the problem. To add to my woes, today I am unable to search from the Firefox start page. When I type a search term, the progress indicator just swirls away and nothing happens. The same goes if I type the search in the address bar or the search box in the new tab page. If I open up a Google page, the search works fine. There's obviously something on my system that is interfering with Firefox, but for the life of me, I don't know what it is. The only thing that comes to mind is my antivirus, Trend Micro, but disabling it didn't help. The issue with the passwords started a little over a week ago (at least, that's when I noticed it) and I only noticed the search problem today.

I've been having a great deal of trouble with Firefox lately on my MS Surface Pro 3 running Windows 10. It began with my passwords not automatically filling in. I tick the check box and next time I start Firefox, it's unchecked. I tried all of the troubleshooting ideas I could find here and none of them worked. I tried refreshing. I tried safe mode. I even uninstalled Firefox and deleted the Mozilla folder in %appdata%. Reinstalling a fresh version of Firefox with no add-ons, no extensions and sync turned off still didn't fix the problem. To add to my woes, today I am unable to search from the Firefox start page. When I type a search term, the progress indicator just swirls away and nothing happens. The same goes if I type the search in the address bar or the search box in the new tab page. If I open up a Google page, the search works fine. There's obviously something on my system that is interfering with Firefox, but for the life of me, I don't know what it is. The only thing that comes to mind is my antivirus, Trend Micro, but disabling it didn't help. The issue with the passwords started a little over a week ago (at least, that's when I noticed it) and I only noticed the search problem today.

Chosen solution

also, i've learned from other users that the trend micro password manager might be responsible for that behaviour as well. please uninstall it through your system control panel in case you're not using it.

Read this answer in context 1

Additional System Details

Installed Plug-ins

  • Adobe PDF Plug-In For Firefox and Netscape 11.0.07
  • A plugin to detect whether the Adobe Application Manager is installed on this machine.
  • Google Update
  • The plugin allows you to have a better experience with Microsoft SharePoint
  • Shockwave Flash 21.0 r0

Application

  • Firefox 46.0
  • User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:46.0) Gecko/20100101 Firefox/46.0
  • Support URL: https://support.mozilla.org/1/firefox/46.0/WINNT/en-US/

Extensions

  • Adblock Plus 2.7.3 ({d10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d})
  • Classic Theme Restorer 1.5.1 (ClassicThemeRestorer@ArisT2Noia4dev)
  • FindBar Tweak 2.1.9 (fbt@quicksaver)
  • Firefox Hello 1.2.6 (loop@mozilla.org)
  • Multi-process staged rollout 1.0 (e10srollout@mozilla.org)
  • Nuke Anything Enhanced 1.1.1-signed.1-signed ({1ced4832-f06e-413f-aa14-9eb63ad40ace})
  • Pocket 1.0 (firefox@getpocket.com)
  • Adobe Acrobat - Create PDF 2.0 (web2pdfextension@web2pdf.adobedotcom) (Inactive)
  • Restore Your Gmail Settings 2.2.8.1-signed.1-signed (old.compose@gmail.com) (Inactive)
  • SmartPrintButton 1.0 (quickprint@hp.com) (Inactive)
  • Trend Micro BEP Firefox Extension 9.1.0.1035 (tmbepff@trendmicro.com) (Inactive)
  • Trend Micro Osprey Firefox Extension 2.0.0.1083 ({BBB77B49-9FF4-4d5c-8FE2-92B1D6CD696C}) (Inactive)
  • Trend Micro Toolbar 9.0.0.1256 ({22181a4d-af90-4ca3-a569-faed9118d6bc}) (Inactive)
  • YouTube Video and Audio Downloader 0.5.1 (feca4b87-3be4-43da-a1b1-137c24220968@jetpack) (Inactive)

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: Intel(R) HD Graphics Family
  • adapterDescription2:
  • adapterDeviceID: 0x0a16
  • adapterDeviceID2:
  • adapterDrivers: igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32
  • adapterDrivers2:
  • adapterRAM: Unknown
  • adapterRAM2:
  • adapterSubsysID: 00051414
  • adapterSubsysID2:
  • adapterVendorID: 0x8086
  • adapterVendorID2:
  • direct2DEnabled: True
  • directWriteEnabled: True
  • directWriteVersion: 10.0.10586.0
  • driverDate: 11-18-2015
  • driverDate2:
  • driverVersion: 20.19.15.4331
  • driverVersion2:
  • info: {u'AzureCanvasBackend': u'direct2d 1.1', u'AzureFallbackCanvasBackend': u'cairo', u'AzureContentBackend': u'direct2d 1.1', u'AzureSkiaAccelerated': 0}
  • isGPU2Active: False
  • numAcceleratedWindows: 1
  • numTotalWindows: 1
  • supportsHardwareH264: Yes
  • webglRenderer: Google Inc. -- ANGLE (Intel(R) HD Graphics Family Direct3D11 vs_5_0 ps_5_0)
  • windowLayerManagerRemote: True
  • windowLayerManagerType: Direct3D 11

Modified Preferences

Misc

  • User JS: No
  • Accessibility: Yes
FredMcD
  • Top 10 Contributor
4245 solutions 59390 answers

Let's start with this;

https://support.mozilla.org/en-US/kb/how-to-fix-preferences-wont-save

Note: Some software, like Advanced SystemCare with Surfing Protection, can protect files in the Firefox profile folder against changes. If you have such software then check the settings or uninstall this software.


Bookmark and use this; Download the Mozilla Search Reset {web link} This add-on is very simple: on installation, it backs up and then resets your search preferences and home page to their default values, and then uninstalls itself. This affects the search bar, URL bar searches, and the home page.

Let's start with this; '''https://support.mozilla.org/en-US/kb/how-to-fix-preferences-wont-save''' Note: Some software, like Advanced SystemCare with Surfing Protection, can protect files in the Firefox profile folder against changes. If you have such software then check the settings or uninstall this software. ---------- Bookmark and use this; Download the '''[https://addons.mozilla.org/en-US/firefox/addon/searchreset/ Mozilla Search Reset]''' {web link} This add-on is very simple: on installation, it backs up and then resets your search preferences and home page to their default values, and then uninstalls itself. This affects the search bar, URL bar searches, and the home page.

Question owner

Hi FredMcD,

Thanks for your reply, but I've already been through those suggestions. I've refreshed Firefox, I've disabled all third party add-ons, my system doesn't have a user.js file. None of the mentioned problematic software is installed on my computer. I use the tablet for work so it doesn't have a great deal of software installed. As I wrote earlier, after the above failed, I completely reinstalled a fresh copy of Firefox with no history, no existing profile, no add-ons, no extensions. Just a plain vanilla Firefox installation and the password checkbox still disabled itself. I tried the search reset that you mentioned, it did nothing either. I can't remember though, if I tried it with the plain vanilla install or after I reinstated my user profile, so I'll have another try tomorrow. I suspect it is either some Windows 10 update, Trend Micro or malware. I don't know how it could be anything else. I'm hoping that there might be other users out there who have had a similar experience recently. The more I think about it, the more I think of a Windows update being the culprit. It's a shame I can't uninstall updates to verify one way or the other.

Hi FredMcD, Thanks for your reply, but I've already been through those suggestions. I've refreshed Firefox, I've disabled all third party add-ons, my system doesn't have a user.js file. None of the mentioned problematic software is installed on my computer. I use the tablet for work so it doesn't have a great deal of software installed. As I wrote earlier, after the above failed, I completely reinstalled a fresh copy of Firefox with no history, no existing profile, no add-ons, no extensions. Just a plain vanilla Firefox installation and the password checkbox still disabled itself. I tried the search reset that you mentioned, it did nothing either. I can't remember though, if I tried it with the plain vanilla install or after I reinstated my user profile, so I'll have another try tomorrow. I suspect it is either some Windows 10 update, Trend Micro or malware. I don't know how it could be anything else. I'm hoping that there might be other users out there who have had a similar experience recently. The more I think about it, the more I think of a Windows update being the culprit. It's a shame I can't uninstall updates to verify one way or the other.
philipp
  • Top 25 Contributor
  • Moderator
5306 solutions 23423 answers

hi, could you try to manually delete the firefox program folder between reinstalls at well? (it's usually in C:\Program Files (x86)\Mozilla Firefox)

hi, could you try to manually delete the firefox program folder between reinstalls at well? (it's usually in ''C:\Program Files (x86)\Mozilla Firefox'')
philipp
  • Top 25 Contributor
  • Moderator
5306 solutions 23423 answers

Chosen Solution

also, i've learned from other users that the trend micro password manager might be responsible for that behaviour as well. please uninstall it through your system control panel in case you're not using it.

also, i've learned from other users that the trend micro password manager might be responsible for that behaviour as well. please uninstall it through your system control panel in case you're not using it.

Question owner

philipp said

hi, could you try to manually delete the firefox program folder between reinstalls at well? (it's usually in C:\Program Files (x86)\Mozilla Firefox)

I assumed that the uninstall process would remove that, so I didn't check. I'll try it later today. Thanks.


philipp said

also, i've learned from other users that the trend micro password manager might be responsible for that behaviour as well. please uninstall it through your system control panel in case you're not using it.

I don't use the password manager (didn't realise it existed), but if it's there, I'll get rid of it. Thanks. I'm out of the office today, so it'll probably be late afternoon before I can try these suggestions.

''philipp [[#answer-872655|said]]'' <blockquote> hi, could you try to manually delete the firefox program folder between reinstalls at well? (it's usually in ''C:\Program Files (x86)\Mozilla Firefox'') </blockquote> I assumed that the uninstall process would remove that, so I didn't check. I'll try it later today. Thanks. ''philipp [[#answer-872668|said]]'' <blockquote> also, i've learned from other users that the trend micro password manager might be responsible for that behaviour as well. please uninstall it through your system control panel in case you're not using it. </blockquote> I don't use the password manager (didn't realise it existed), but if it's there, I'll get rid of it. Thanks. I'm out of the office today, so it'll probably be late afternoon before I can try these suggestions.

Question owner

I uninstalled Firefox again and there was no folder in c:\program files (x86), so there was nothing to delete, which only left Trend Micro.

I checked my installed programs and lo and behold, there is an entry for Trend Micro Password Manager with an install date of April 29!

I cannot believe that a program like that can be installed without the user knowing or consenting. I now remember it being an option when I installed Trend Micro last year. I'm certain I chose not to enable/install it. I think I'll be in touch with them to express my displeasure.

Thank you very much for your assistance. I will report back if I'm revisited by this problem, but I'm sure you found the culprit. Much appreciated.

I uninstalled Firefox again and there was no folder in ''c:\program files (x86)'', so there was nothing to delete, which only left Trend Micro. I checked my installed programs and lo and behold, there is an entry for Trend Micro Password Manager with an install date of April 29! I cannot believe that a program like that can be installed without the user knowing or consenting. I now remember it being an option when I installed Trend Micro last year. I'm certain I chose not to enable/install it. I think I'll be in touch with them to express my displeasure. Thank you very much for your assistance. I will report back if I'm revisited by this problem, but I'm sure you found the culprit. Much appreciated.
FredMcD
  • Top 10 Contributor
4245 solutions 59390 answers

It’s very sad, but many of the software downloaders / installers will trick you into installing not only their program, but other programs as well. You have heard of the fine print in shady contracts, right? Well, some installers you need to look at the itsy bitsy teeny weeny fine print. You are thinking you are giving the installer permission to install the program you want by using the recommended option. But if you use the Manual Option Instead, you discover all kinds of stuff that you do not even know what it is or what it does. From now on, everyone needs to Use The Manual Option to put a stop to this.

It’s very sad, but many of the software downloaders / installers will trick you into installing not only their program, '''but other programs as well'''. You have heard of the '''fine print in shady contracts''', right? Well, some installers you need to look at the '''itsy bitsy teeny weeny fine print'''. You are thinking you are giving the installer permission to install the program you want by using the '''recommended''' option. But if you use the '''Manual Option Instead''', you discover all kinds of stuff that '''you do not even know what it is or what it does'''. From now on, everyone needs to '''Use The Manual Option''' to put a stop to this.