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Firefox crashes or becomes unresponsive and does not terminate until forced and reports that the Adobe Flash plug-in has stopped working

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For quite a number of months Firefox continuously crashes or becomes unresponsive. Every time this occurs, Firefox will not close, but must be forced to close. At every crash or when forced to close, I get the Windows OS error message that a plug-in has stopped working and must close. That plug-in is always the Adobe Flash plug-in.

I am on the Firefox Beta channel and religiously apply all beta updates. I also religiously keep Adobe Flash updated. However, since I do not fully trust internet notices, I never allow a software vendor to automatically apply an update.

I should also add that this scenario happens many times during every day, except those days I am not using Firefox or do not access a website that invokes the Adobe Flash plug-in.

Can you shed any light on why the Adobe Flash plug-in quits working?

Thanks for your assistance. David R Breed

For quite a number of months Firefox continuously crashes or becomes unresponsive. Every time this occurs, Firefox will not close, but must be forced to close. At every crash or when forced to close, I get the Windows OS error message that a plug-in has stopped working and must close. That plug-in is always the Adobe Flash plug-in. I am on the Firefox Beta channel and religiously apply all beta updates. I also religiously keep Adobe Flash updated. However, since I do not fully trust internet notices, I never allow a software vendor to automatically apply an update. I should also add that this scenario happens many times during every day, except those days I am not using Firefox or do not access a website that invokes the Adobe Flash plug-in. Can you shed any light on why the Adobe Flash plug-in quits working? Thanks for your assistance. David R Breed

Additional System Details

Installed Plug-ins

  • DivX Web Player version 3.6.0.330
  • DivX VOD Helper Plug-in
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • Next Generation Java Plug-in 11.77.2 for Mozilla browsers
  • Shockwave Flash 23.0 r0
  • 5.1.30514.0
  • Npdsplay dll
  • iTunes Detector Plug-in

Application

  • User Agent: Mozilla/5.0 (Windows NT 5.1; rv:50.0) Gecko/20100101 Firefox/50.0

More Information

FredMcD
  • Top 10 Contributor
4259 solutions 59628 answers

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP in front of the numbers/letters, click it to submit them.

The crash report is several pages of data. We need the report numbers to see the whole report.

Using your mouse, mark the most resent 7 - 10 crash reports, and copy them. Now go to the reply box below and paste them in.

(Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.)

aboutcrashesFx29

If you have problems with current Shockwave Flash plugin versions then check this:

  • see if there are updates for your graphics drivers

https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

  • disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later)

https://forums.adobe.com/message/4468493#TemporaryWorkaround

  • disable hardware acceleration in the Flash plugin

https://forums.adobe.com/thread/891337 See also:

In the address bar, type '''about:crashes'''<enter>.''' Note:''' If any reports do not have '''BP''' in front of the numbers/letters, click it to submit them. '''The crash report is several pages of data.''' '''We need the report numbers to see the whole report.''' Using your mouse, '''mark''' the most '''resent 7 - 10''' crash reports, and '''copy''' them. Now go to the reply box below and '''paste''' them in. (Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.) ;[[Image:aboutcrashesFx29|width=500]] --------------------- If you have problems with current Shockwave Flash plugin versions then check this: * see if there are updates for your graphics drivers '''https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration''' * disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later) '''https://forums.adobe.com/message/4468493#TemporaryWorkaround''' * disable hardware acceleration in the Flash plugin '''https://forums.adobe.com/thread/891337''' See also: * '''http://kb.mozillazine.org/Flash#Troubleshooting'''

Question owner

FredMcD, thank you for your reply.

Below are crashes from April to date.

No crash report is generated when Firefox is "forced" to close after the Flash plug-in has become unresponsive. For example, in the past 24 hours, I have had to force Firefox to close before restarting five times, but none of those events has generated a crash report.

To be thorough, there are three different events: 1) Firefox crashes 2) Flash crashes 3) Flash becomes unresponsive causing Firefox to become sluggish or unresponsive.

None of the suggestions under "check this" (above) have any effect on the problem. I have investigated each a number of times over the past year or so.

The hardware video driver is up to date with the most recent available driver installed.

Thanks for your interest and help.

Report ID Date Submitted

bp-369dccb7-908c-410e-99ea-284532161103 03-11-2016 20:28 bp-dc0dcae2-b706-4270-852a-696882161022 22-10-2016 11:32 bp-2f6f241f-3520-478f-986f-514fc2161001 01-10-2016 04:13 bp-5d9776d4-310f-4a2d-9afa-89bab2160918 18-09-2016 16:12 bp-ec4bd40f-f4f0-48d8-b21e-658e52160916 16-09-2016 16:58 bp-4c00c01b-277d-4956-ae37-93d362161106 02-09-2016 08:35 bp-106fef10-3a16-4d8d-aaac-4243a2161106 02-09-2016 08:34 bp-c8f1812e-554a-4383-8835-5576c2160810 10-08-2016 17:27 bp-dde0452d-237e-44f5-9fac-1dfe22160722 23-07-2016 02:44 bp-43b811dc-31c5-477d-ad33-876ef2160718 18-07-2016 04:05 bp-89657a6f-f178-489e-b3cd-4caec2160713 13-07-2016 11:36 bp-515425ae-b015-4939-9726-d12f02161106 07-07-2016 20:56 bp-7bcc6e7e-2f00-4c04-b208-f13632160628 28-06-2016 15:14 bp-92a76fa5-610c-4792-b55e-918642160618 18-06-2016 14:19 bp-0254f05e-8894-4c49-bc4d-695b22160611 12-06-2016 00:52 bp-ceb2e0b4-9b99-4835-b10d-83d8a2160602 02-06-2016 12:50 bp-a3fd95af-030b-493e-9ab6-0e14a2160519 20-05-2016 00:56 bp-1542f509-39e0-4e81-b089-a90b02161106 13-05-2016 16:13 bp-625fa63b-7903-41bb-9ddb-d8d722161106 13-05-2016 16:07 bp-acffefca-30c8-446f-b6e8-df5d52161106 12-05-2016 23:54 bp-ebf34ba2-70db-4ccf-8b9e-313e92161106 12-05-2016 23:53 bp-67688f12-d22c-4218-a522-57b162160510 10-05-2016 19:03 bp-c3c7988a-4eeb-4d19-8aad-144722160506 06-05-2016 14:36 bp-a0f076f0-2174-483d-b616-f93312160503 03-05-2016 19:29 bp-944d8817-b48c-4883-9919-e75352160426 26-04-2016 15:37 bp-968ab9a1-4c30-40fd-8fd4-bcd6a2160421 21-04-2016 22:21 bp-d47c6481-931b-40b2-8945-d4ca72160420 20-04-2016 21:57 bp-e6f4fd22-453d-4b4d-b485-e391a2160419 19-04-2016 21:33

FredMcD, thank you for your reply. Below are crashes from April to date. No crash report is generated when Firefox is "forced" to close after the Flash plug-in has become unresponsive. For example, in the past 24 hours, I have had to force Firefox to close before restarting five times, but none of those events has generated a crash report. To be thorough, there are three different events: 1) Firefox crashes 2) Flash crashes 3) Flash becomes unresponsive causing Firefox to become sluggish or unresponsive. None of the suggestions under "check this" (above) have any effect on the problem. I have investigated each a number of times over the past year or so. The hardware video driver is up to date with the most recent available driver installed. Thanks for your interest and help. Report ID Date Submitted bp-369dccb7-908c-410e-99ea-284532161103 03-11-2016 20:28 bp-dc0dcae2-b706-4270-852a-696882161022 22-10-2016 11:32 bp-2f6f241f-3520-478f-986f-514fc2161001 01-10-2016 04:13 bp-5d9776d4-310f-4a2d-9afa-89bab2160918 18-09-2016 16:12 bp-ec4bd40f-f4f0-48d8-b21e-658e52160916 16-09-2016 16:58 bp-4c00c01b-277d-4956-ae37-93d362161106 02-09-2016 08:35 bp-106fef10-3a16-4d8d-aaac-4243a2161106 02-09-2016 08:34 bp-c8f1812e-554a-4383-8835-5576c2160810 10-08-2016 17:27 bp-dde0452d-237e-44f5-9fac-1dfe22160722 23-07-2016 02:44 bp-43b811dc-31c5-477d-ad33-876ef2160718 18-07-2016 04:05 bp-89657a6f-f178-489e-b3cd-4caec2160713 13-07-2016 11:36 bp-515425ae-b015-4939-9726-d12f02161106 07-07-2016 20:56 bp-7bcc6e7e-2f00-4c04-b208-f13632160628 28-06-2016 15:14 bp-92a76fa5-610c-4792-b55e-918642160618 18-06-2016 14:19 bp-0254f05e-8894-4c49-bc4d-695b22160611 12-06-2016 00:52 bp-ceb2e0b4-9b99-4835-b10d-83d8a2160602 02-06-2016 12:50 bp-a3fd95af-030b-493e-9ab6-0e14a2160519 20-05-2016 00:56 bp-1542f509-39e0-4e81-b089-a90b02161106 13-05-2016 16:13 bp-625fa63b-7903-41bb-9ddb-d8d722161106 13-05-2016 16:07 bp-acffefca-30c8-446f-b6e8-df5d52161106 12-05-2016 23:54 bp-ebf34ba2-70db-4ccf-8b9e-313e92161106 12-05-2016 23:53 bp-67688f12-d22c-4218-a522-57b162160510 10-05-2016 19:03 bp-c3c7988a-4eeb-4d19-8aad-144722160506 06-05-2016 14:36 bp-a0f076f0-2174-483d-b616-f93312160503 03-05-2016 19:29 bp-944d8817-b48c-4883-9919-e75352160426 26-04-2016 15:37 bp-968ab9a1-4c30-40fd-8fd4-bcd6a2160421 21-04-2016 22:21 bp-d47c6481-931b-40b2-8945-d4ca72160420 20-04-2016 21:57 bp-e6f4fd22-453d-4b4d-b485-e391a2160419 19-04-2016 21:33
FredMcD
  • Top 10 Contributor
4259 solutions 59628 answers

Product Firefox Release Channel beta Version 50.0b11 Build ID 20161027110534 OS Windows XP OS Version 5.1.2600 Service Pack 3

Signature: shutdownhang | ZwQueryDirectoryFile

HrfsShellExtension.dll = HrfsShellExtension.dll = Trend Micro SafeSync


Update / disable Trend Micro SafeSync

Product Firefox Release Channel beta Version 50.0b11 Build ID 20161027110534 OS Windows XP OS Version 5.1.2600 Service Pack 3 Signature: shutdownhang | ZwQueryDirectoryFile HrfsShellExtension.dll = HrfsShellExtension.dll = Trend Micro SafeSync ------------------------ Update / disable Trend Micro SafeSync

Question owner

Thanks. I missed that, because over a year ago I uninstalled Trend Micro. I chose Avira because Trend Micro causing computer to barely limp along. I just hate it when uninstall does not uninstall. I had to manually uninstall and locate all Trend Micro folders and files on the hard drive and delete them. And search for all Trend Micro entries in the registry and delete those. I hate software manufacturers than leave a horrible mess behind. One of my pet peaves.

But ... ddidn't solve the problem. Firefox still bogs down and Flash still crashes or becomes unresponsive. Arghhh!! I feel like Lucy at times like this.

Thanks. I missed that, because over a year ago I uninstalled Trend Micro. I chose Avira because Trend Micro causing computer to barely limp along. I just hate it when uninstall does not uninstall. I had to manually uninstall and locate all Trend Micro folders and files on the hard drive and delete them. And search for all Trend Micro entries in the registry and delete those. I hate software manufacturers than leave a horrible mess behind. One of my pet peaves. But ... ddidn't solve the problem. Firefox still bogs down and Flash still crashes or becomes unresponsive. Arghhh!! I feel like Lucy at times like this.

Question owner

Below are the new crash reports:

bp-12bf62d0-58c1-4142-9175-382732161107 07-11-2016 05:28 bp-aa9c1c8f-92a5-4398-9c91-93e202161107 07-11-2016 02:52 bp-ebf34ba2-70db-4ccf-8b9e-313e92161106 06-11-2016 20:13 bp-acffefca-30c8-446f-b6e8-df5d52161106 06-11-2016 20:12 bp-625fa63b-7903-41bb-9ddb-d8d722161106 06-11-2016 20:12 bp-1542f509-39e0-4e81-b089-a90b02161106 06-11-2016 20:12 bp-515425ae-b015-4939-9726-d12f02161106 06-11-2016 20:12 bp-106fef10-3a16-4d8d-aaac-4243a2161106 06-11-2016 20:12 bp-4c00c01b-277d-4956-ae37-93d362161106 06-11-2016 20:11

Below are the new crash reports: bp-12bf62d0-58c1-4142-9175-382732161107 07-11-2016 05:28 bp-aa9c1c8f-92a5-4398-9c91-93e202161107 07-11-2016 02:52 bp-ebf34ba2-70db-4ccf-8b9e-313e92161106 06-11-2016 20:13 bp-acffefca-30c8-446f-b6e8-df5d52161106 06-11-2016 20:12 bp-625fa63b-7903-41bb-9ddb-d8d722161106 06-11-2016 20:12 bp-1542f509-39e0-4e81-b089-a90b02161106 06-11-2016 20:12 bp-515425ae-b015-4939-9726-d12f02161106 06-11-2016 20:12 bp-106fef10-3a16-4d8d-aaac-4243a2161106 06-11-2016 20:12 bp-4c00c01b-277d-4956-ae37-93d362161106 06-11-2016 20:11
FredMcD
  • Top 10 Contributor
4259 solutions 59628 answers

bp-12bf62d0-58c1-4142-9175-382732161107

Signature: hang | NtQueryAttributesFile

Process Type plugin Shockwave Flash Version: 23.0.0.205

ffdshow.ax = ffdshow = File description DirectShow and VFW video and audio decoding/encoding/processing filter

YUVxfm.dll = ManyCam

odbcint.dll = Microsoft ODBC Resource

NPSWF32_23_0_0_205.dll = Shockwave Flash = Adobe Systems +++++++++++++++++++++++++++++++++++++++++++++++++++ bp-aa9c1c8f-92a5-4398-9c91-93e202161107

Signature: hang | ZwOpenSection

Process Type plugin Shockwave Flash Version: 23.0.0.205

ffdshow.ax = ffdshow = File description DirectShow and VFW video and audio decoding/encoding/processing filter

dpl100.dll = DivX Inc.

YUVxfm.dll = ManyCam

odbcint.dll = Microsoft ODBC Resource

DivX.dll = DivX

NPSWF32_23_0_0_205.dll = Shockwave Flash = Adobe Systems +++++++++++++++++++++++++++++++++++++++++++++++++ bp-ebf34ba2-70db-4ccf-8b9e-313e92161106

Signature: CreateFileMappingA

This is for Sumo's Related Bugs 1270134 RESOLVED DUPLICATE Crash in CreateFileMappingA +++++++++++++++++++++++++++++++++++++++++++++++++ bp-acffefca-30c8-446f-b6e8-df5d52161106

Signature: EMPTY: no crashing thread identified; ERROR_NO_MINIDUMP_HEADER

Attention Sumo's there are 7 related bug reports ++++++++++++++++++++++++++++++++++++++++++++++++ bp-625fa63b-7903-41bb-9ddb-d8d722161106

Signature: CDefaultProfiles::Append

Process Type plugin DivX Plus Web Player Version: 3.5.5.3

DSE_MediaInfo.dll = DivX

Npdivx32.dll = Windows

bp-12bf62d0-58c1-4142-9175-382732161107 Signature: hang | NtQueryAttributesFile Process Type plugin Shockwave Flash Version: 23.0.0.205 ffdshow.ax = ffdshow = File description DirectShow and VFW video and audio decoding/encoding/processing filter YUVxfm.dll = ManyCam odbcint.dll = Microsoft ODBC Resource NPSWF32_23_0_0_205.dll = Shockwave Flash = Adobe Systems +++++++++++++++++++++++++++++++++++++++++++++++++++ bp-aa9c1c8f-92a5-4398-9c91-93e202161107 Signature: hang | ZwOpenSection Process Type plugin Shockwave Flash Version: 23.0.0.205 ffdshow.ax = ffdshow = File description DirectShow and VFW video and audio decoding/encoding/processing filter dpl100.dll = DivX Inc. YUVxfm.dll = ManyCam odbcint.dll = Microsoft ODBC Resource DivX.dll = DivX NPSWF32_23_0_0_205.dll = Shockwave Flash = Adobe Systems +++++++++++++++++++++++++++++++++++++++++++++++++ bp-ebf34ba2-70db-4ccf-8b9e-313e92161106 Signature: CreateFileMappingA This is for Sumo's Related Bugs 1270134 RESOLVED DUPLICATE Crash in CreateFileMappingA +++++++++++++++++++++++++++++++++++++++++++++++++ bp-acffefca-30c8-446f-b6e8-df5d52161106 Signature: EMPTY: no crashing thread identified; ERROR_NO_MINIDUMP_HEADER Attention Sumo's there are 7 related bug reports ++++++++++++++++++++++++++++++++++++++++++++++++ bp-625fa63b-7903-41bb-9ddb-d8d722161106 Signature: CDefaultProfiles::Append Process Type plugin DivX Plus Web Player Version: 3.5.5.3 DSE_MediaInfo.dll = DivX Npdivx32.dll = Windows
FredMcD
  • Top 10 Contributor
4259 solutions 59628 answers

These crashes are all over the place. I've called for more help. It may be a hardware issue.

These crashes are all over the place. I've called for more help. It may be a hardware issue.
John99 971 solutions 13138 answers

What happens if you try Firefox in its own safe mode and with all plugins disabled, does it then behave in a normal manner or does it still crash. If it crashes are you able to let us have a few Crash IDs from such crashes please.

That may be inconvenient but you could test that out by creating an additional profile for test purposes. That has the advantage in that it will also solve problems that could be caused by the profile or large sessionstore files. It lets you resume again where you left off with the old profile. (It is even quite easy to run two instances of Firefox together, but that may put even move stress on your System)

If ALL of your issues involve Flash Player you may find it does not crash at all in that configuration.

See also

What happens if you try Firefox in its own safe mode and with all plugins disabled, does it then behave in a normal manner or does it still crash. If it crashes are you able to let us have a few Crash IDs from such crashes please. That may be inconvenient but you could test that out by creating an additional profile for test purposes. That has the advantage in that it will also solve problems that could be caused by the profile or large sessionstore files. It lets you resume again where you left off with the old profile. (It is even quite easy to run two instances of Firefox together, but that may put even move stress on your System) If ALL of your issues involve Flash Player you may find it does not crash at all in that configuration. See also * [[Disable or remove Add-ons]] * [[Troubleshoot Firefox issues using Safe Mode]] *[[Use the Profile Manager to create and remove Firefox profiles]]

Question owner

Thanks. I am now running in Safe Mode for awhile.

All addons are disabled with two exceptions: I have not disabled the Java or Flash plugins, because they are needed by most of the sites that cause the problem to appear.

Two questions: 1) Is there a way to incrementally add back extensions?

2) I have one extension that I have been trying to remove for years: ThinkVantage Password Manager - extension. I uninstalled the software years ago, but have not been able to remove it from FireFox. Are there entries in the registry that need to be erased? Is there a configuration file that must be edited? If so, which one and where is it located?

Thanks for your assistance.

Thanks. I am now running in Safe Mode for awhile. All addons are disabled with two exceptions: I have not disabled the Java or Flash plugins, because they are needed by most of the sites that cause the problem to appear. Two questions: 1) Is there a way to incrementally add back extensions? 2) I have one extension that I have been trying to remove for years: ThinkVantage Password Manager - extension. I uninstalled the software years ago, but have not been able to remove it from FireFox. Are there entries in the registry that need to be erased? Is there a configuration file that must be edited? If so, which one and where is it located? Thanks for your assistance.
FredMcD
  • Top 10 Contributor
4259 solutions 59628 answers

David said

1) Is there a way to incrementally add back extensions?

Just open the Add-ons Manager and enable one or two at a time. Then Restart Firefox. If the issue has not returned, restore some more.

2) I have one extension that I have been trying to remove for years: ThinkVantage Password Manager

https://www.bing.com/search?q=remove+ThinkVantage+Password+Manager&qs=n&form=QBRE&pq=remove+thinkvantage+password+manager&sc=0-36&sp=-1&sk=&cvid=8C7F15B74AC948D188E597682A5E9A3C

''David [[#answer-933673|said]]'' <blockquote> 1) Is there a way to incrementally add back extensions? </blockquote> Just open the Add-ons Manager and enable one or two at a time. Then '''Restart Firefox.''' If the issue has not returned, restore some more. <blockquote> 2) I have one extension that I have been trying to remove for years: ThinkVantage Password Manager </blockquote> https://www.bing.com/search?q=remove+ThinkVantage+Password+Manager&qs=n&form=QBRE&pq=remove+thinkvantage+password+manager&sc=0-36&sp=-1&sk=&cvid=8C7F15B74AC948D188E597682A5E9A3C
John99 971 solutions 13138 answers

Thanks for the reply David,

One of my objectives was to find out if you only get crashes when Flash Player is enabled or whether other issues were also causing problems.

Safe mode will disable all extensions but not any of the plugins. Safe mode also disables hardware acceleration, and whether or not that is enabled could be a factor in your issues.

The extensions can be disabled one at a time if you visit the addons page, type in about:addons in to the address bar press the Enter key and select extensions.

I can understand FlashPlayer may be inportant depending on what you are doing, but note for instance YouTube will play videos using HTML5 it no longer needs FlashPlayer. As for java again it depends what yu are doing but probably most users have no need at all for Java, they will however use javascript which is something different. (This forum does not work properly if javascript is blocked)


Edit I note Fred has already posted links about the extension I am not sure what the extension is you refer to

  • What is its full name and version and its home site URL ?

Perhaps your full troubleshooting info will help. If it is too long edit out the print related information as that will not be relevant here and paste it in to a reply


To find the correct solution to your problem, we need some more non-personal information from you. Please do the following:

  1. Use ONE of these methods to open the Firefox Troubleshooting Information page:
    • Click the menu button New Fx Menu , click on help Help-29 and select Troubleshooting Information.
    • Type about:support into the Firefox address bar and press the enter key.
  2. At the top of the Troubleshooting Information page that comes up, you should see a button that says "Copy text to clipboard". Click it.
  3. Now, go back to your forum post, right-click in the reply box and select Paste from the context menu (or else click inside the reply box and press the Ctrl+V keys) to paste all the information you copied into the forum post.

If you need further information about the Troubleshooting information page, please read the article Use the Troubleshooting Information page to help fix Firefox issues.

Thanks in advance for your help!

Thanks for the reply David, One of my objectives was to find out if you only get crashes when Flash Player is enabled or whether other issues were also causing problems. Safe mode will disable all extensions but not any of the plugins. Safe mode also disables hardware acceleration, and whether or not that is enabled could be a factor in your issues. The extensions can be disabled one at a time if you visit the addons page, type in about:addons in to the address bar press the ''Enter'' key and select extensions. I can understand FlashPlayer may be inportant depending on what you are doing, but note for instance YouTube will play videos using HTML5 it no longer needs FlashPlayer. As for java again it depends what yu are doing but probably most users have no need at all for Java, they will however use java'''script''' which is something different. (This forum does not work properly if javascript is blocked) * http://kb.mozillazine.org/JavaScript_is_not_Java ------ '''Edit''' ''I note Fred has already posted links about the extension'' I am not sure what the extension is you refer to * What is its full name and version and its home site URL ? Perhaps your full troubleshooting info will help. If it is too long edit out the print related information as that will not be relevant here and paste it in to a reply ------- To find the correct solution to your problem, we need some more non-personal information from you. Please do the following: # Use ONE of these methods to open the Firefox Troubleshooting Information page: #* Click the menu button [[Image:New Fx Menu]], click on help [[Image:Help-29]] and select ''Troubleshooting Information''. #* Type '''about:support''' into the Firefox address bar and press the enter key. # At the top of the Troubleshooting Information page that comes up, you should see a button that says "Copy text to clipboard". Click it. #Now, go back to your forum post, right-click in the reply box and select '''Paste''' from the context menu (or else click inside the reply box and press the Ctrl+V keys) to paste all the information you copied into the forum post. If you need further information about the Troubleshooting information page, please read the article [[Use the Troubleshooting Information page to help fix Firefox issues]]. Thanks in advance for your help!

Modified by John99