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Cannot open address book when selecting "to" in Outlook Web App in Firefox

  • 3 replies
  • 4 have this problem
  • 24 views
  • Last reply by FredMcD

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Issue used to be unable to send attachments in Firefox, would select the paperclip and nothing would happen. Realized it was a silverlight issue, updated Silverlight and refreshing Firefox would solve the issue. Now the same users who had trouble attaching emails are now unable to open up their address book when clicking on the "To" or "CC" buttons but are still able to add attachments. Refreshing Firefox sometimes resolves this issue. Has anyone else seen this issue and know why it occurs/how to permanently resolve it?

All Replies (3)

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Use this link to check that your plugins are up-to-date. If any are listed as unknown or research, do not worry about them.


Many site issues can be caused by corrupt cookies or cache.

  • Clear the Cache and
  • Remove Cookies
    Warning ! ! This will log you out of sites you're logged in to.

Type about:preferences<Enter> in the address bar.

  • Cookies; Select Privacy. Under History, select Firefox will Use Custom Settings. Press the button on the right side called Show Cookies. Use the search bar to look for the site. Note; There may be more than one entry. Remove All of them.
  • Cache; Select Advanced > Network. Across from Cached Web Content, Press Clear Now.

If there is still a problem, Start Firefox in Safe Mode {web link} A small dialog should appear. Click Start In Safe Mode (not Refresh). While you are in safe mode;

Type about:preferences#advanced<Enter> in the address bar.

Under Advanced, Select General. Look for and turn off Use Hardware Acceleration.

Poke around safe websites. Are there any problems?

Then restart.

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Thank you for your reply.

Clearing the cache and removing the cookies will allow you to attach files again, but it still does not let you select the "To" "Cc" or address book icons in order to pull up your address book.

When starting firefox in safe mode I am able to open the address book with no problem, so it must be a plug-in issue. My Silverlight is the most updated version. Any other ideas on what may be causing this? I can still send attachments now after refreshing firefox and clearing the cache/cookies but still cannot access the address book while Firefox is not in safe mode.

Thank you in advanced for any insight you may be able to provide.

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bmass said

starting firefox in safe mode I am able to open the address book with no problem, so it must be a plug-in issue

It could be the work of one of your add-ons. Type about:addons<enter> in the address bar to open your Add-ons Manager. Hot key; <Control>(Mac=<Command>)<Shift> A)

In the Add-ons Manager, on the left, select Extensions. Disable a few add-ons, then Restart Firefox.

Some added toolbar and anti-virus add-ons are known to cause Firefox issues. Disable All of them.

If the problem continues, disable some more (restarting FF). Continue until the problem is gone. After, you know what group is causing the issue. Re-enable the last group ONE AT A TIME (restarting FF) until the problem returns.

Once you think you found the problem, disable that and re-enable all the others, then restart again. Let us know who the suspect is, detective.