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

Support Forum

Have lost all bookmarks on two accounts on my laptop & restore feature not working!

Posted

There are three accounts on my laptop; mine, my husbands and an Administration account. Yesterday morning, all was well! later in the morning I went back to my laptop account, signed on to Mozilla and discovered that all of my bookmarks were gone. I have tried the Restore feature that Mozilla outline under "Bookmarks, Import & backup" but get a message "Unable to process the backup file". Is it time to go to Gmail??

There are three accounts on my laptop; mine, my husbands and an Administration account. Yesterday morning, all was well! later in the morning I went back to my laptop account, signed on to Mozilla and discovered that all of my bookmarks were gone. I have tried the Restore feature that Mozilla outline under "Bookmarks, Import & backup" but get a message "Unable to process the backup file". Is it time to go to Gmail??

Additional System Details

Installed Plug-ins

  • Adobe PDF Plug-In For Firefox and Netscape 11.0.8
  • Google Update
  • DRM Netscape Network Object
  • DRM Store Netscape Plugin
  • Shockwave Flash 26.0 r0
  • Npdsplay dll
  • Windows Presentation Foundation (WPF) plug-in for Mozilla browsers

Application

  • Firefox 52.3.0
  • User Agent: Mozilla/5.0 (Windows NT 5.1; rv:52.0) Gecko/20100101 Firefox/52.0
  • Support URL: https://support.mozilla.org/1/firefox/52.3.0/WINNT/en-US/

Extensions

  • Application Update Service Helper 2.0 (aushelper@mozilla.org)
  • Multi-process staged rollout 1.10 (e10srollout@mozilla.org)
  • Pocket 1.0.5 (firefox@getpocket.com)
  • Web Compat 1.0 (webcompat@mozilla.org)
  • Microsoft .NET Framework Assistant 0.0.0 ({20a82645-c095-46ed-80e3-08825760534b}) (Inactive)

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: RADEON X300 SE 128MB HyperMemory
  • adapterDescription2:
  • adapterDeviceID: 0x5b60
  • adapterDeviceID2:
  • adapterDrivers: ati2dvag
  • adapterDrivers2:
  • adapterRAM: Unknown
  • adapterRAM2:
  • adapterSubsysID: 06021002
  • adapterSubsysID2:
  • adapterVendorID: 0x1002
  • adapterVendorID2:
  • crashGuards: []
  • currentAudioBackend: winmm
  • direct2DEnabled: False
  • direct2DEnabledMessage: [u'tryNewerDriver', u'8.56.1.15']
  • directWriteEnabled: False
  • directWriteVersion: 0.0.0.0
  • driverDate: 2-9-2006
  • driverDate2:
  • driverVersion: 8.23.0.0
  • driverVersion2:
  • featureLog: {u'fallbacks': [], u'features': [{u'status': u'available', u'description': u'Compositing', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'HW_COMPOSITING'}, {u'status': u'blacklisted', u'description': u'Direct3D11 Compositing', u'log': [{u'status': u'available', u'type': u'default'}, {u'status': u'blacklisted', u'message': u'#BLOCKLIST_FEATURE_FAILURE_AMD1', u'type': u'env'}], u'name': u'D3D11_COMPOSITING'}, {u'status': u'blacklisted', u'description': u'Direct3D9 Compositing', u'log': [{u'status': u'available', u'type': u'default'}, {u'status': u'blacklisted', u'message': u'#BLOCKLIST_FEATURE_FAILURE_AMD1', u'type': u'env'}], u'name': u'D3D9_COMPOSITING'}, {u'status': u'unavailable', u'description': u'Direct2D', u'log': [{u'status': u'unavailable', u'message': u'Direct2D requires Direct3D 11 compositing', u'type': u'default'}], u'name': u'DIRECT2D'}, {u'status': u'disabled', u'description': u'Direct3D11 hardware ANGLE', u'log': [{u'status': u'unavailable', u'message': u'D3D11 compositing is disabled', u'type': u'default'}, {u'status': u'disabled', u'message': u'D3D11 compositing is disabled', u'type': u'env'}], u'name': u'D3D11_HW_ANGLE'}]}
  • info: {u'AzureCanvasAccelerated': 0, u'AzureCanvasBackend': u'skia', u'AzureFallbackCanvasBackend': u'cairo', u'AzureContentBackend': u'skia'}
  • isGPU2Active: False
  • numAcceleratedWindows: 0
  • numAcceleratedWindowsMessage: [u'tryNewerDriver', u'8.56.1.15']
  • numTotalWindows: 2
  • supportsHardwareH264: No; Failed to create H264 decoder
  • webgl2Renderer: WebGL creation failed: * Error during ANGLE OpenGL init. * Error during ANGLE OpenGL init. * Exhausted GL driver caps.
  • webglRenderer: WebGL creation failed: * Error during ANGLE OpenGL init. * Error during ANGLE OpenGL init. * Exhausted GL driver caps.
  • windowLayerManagerRemote: True
  • windowLayerManagerType: Basic

Modified Preferences

Misc

  • User JS: No
  • Accessibility: No
jscher2000
  • Top 10 Contributor
8695 solutions 71071 answers

There have been some reports by users with Firefox 55 where their data is still present on the PC but Firefox's bookmark feature is broken (can't access, can't restore, can't add). However, you posted from Windows XP using Firefox 52 "Extended Support Release" which I hadn't previously seen being affected.

At the time being, the reason that some users experience is problem is unknown (to me, there are a lot of active threads). It could be an issue with an incomplete upgrade (broken program files) or a particular combination of settings, or it could be a conflict with an add-on or with external software (e.g., security software).

To advise on the best course of action, it would be helpful to get more information about at least the first two of these questions.

Do all of your Firefoxes share a Sync account? If so:

Q1: What versions of Firefox are connected to the Sync account?

Q2: Does it help to go into Firefox's Safe Mode? Steps for that at the end.

Q3: Does it help to go into Windows' "Safe Mode with Networking" mode? This is to see whether other software that runs between Windows boot-up and when you start Firefox may be causing the issue. This article has the steps to do this: Start Windows in Safe Mode or Safe Mode with Networking—ESET Knowledgebase. Please limit your browsing to your most trusted sites while in Safe Mode with Networking because your security software may not be fully functional.


In its Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, and some other advanced features to help you assess whether these are causing the problem.

If Firefox is not running: Hold down the Shift key when starting Firefox.

If Firefox is running: You can restart Firefox in Safe Mode using either:

  • "3-bar" menu button > "?" button > Restart with Add-ons Disabled
  • Help menu > Restart with Add-ons Disabled

and OK the restart.

Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).

Any improvement? (More info: Troubleshoot Firefox issues using Safe Mode)

There have been some reports by users with Firefox 55 where their data is still present on the PC but Firefox's bookmark feature is broken (can't access, can't restore, can't add). However, you posted from Windows XP using Firefox 52 "Extended Support Release" which I hadn't previously seen being affected. At the time being, the reason that some users experience is problem is unknown (to me, there are a lot of active threads). It could be an issue with an incomplete upgrade (broken program files) or a particular combination of settings, or it could be a conflict with an add-on or with external software (e.g., security software). To advise on the best course of action, it would be helpful to get more information about at least the first two of these questions. Do all of your Firefoxes share a Sync account? If so: '''Q1''': What versions of Firefox are connected to the Sync account? '''Q2''': Does it help to go into Firefox's Safe Mode? Steps for that at the end. '''Q3''': Does it help to go into Windows' "Safe Mode with Networking" mode? This is to see whether other software that runs between Windows boot-up and when you start Firefox may be causing the issue. This article has the steps to do this: [http://support.eset.com/kb2268/?locale=en_US Start Windows in Safe Mode or Safe Mode with Networking—ESET Knowledgebase]. ''Please limit your browsing to your most trusted sites while in Safe Mode with Networking because your security software may not be fully functional.'' ---- In its Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, and some other advanced features to help you assess whether these are causing the problem. ''If Firefox is not running:'' Hold down the Shift key when starting Firefox. ''If Firefox is running:'' You can restart Firefox in Safe Mode using either: * "3-bar" menu button > "?" button > Restart with Add-ons Disabled * Help menu > Restart with Add-ons Disabled and OK the restart. ''Both scenarios:'' A small dialog should appear. Click "Start in Safe Mode" (''not'' Refresh). Any improvement? (More info: [[Troubleshoot Firefox issues using Safe Mode]])
cor-el
  • Top 10 Contributor
  • Moderator
17478 solutions 157952 answers

Make sure you do not run Firefox in permanent Private Browsing mode (Always use Private Browsing mode; Never Remember History).

  • Options/Preferences -> Privacy -> Firefox will: "Use custom settings for history"
  • Deselect: [ ] "Always use Private Browsing mode"

If the Places Maintenance extension can't repair the places.sqlite database then remove all places.sqlite file(s) in the Firefox profile folder to make Firefox rebuild the places.sqlite database from the most recent JSON backup in the bookmarkbackups folder.

You can also check the read/write permissions of all files (especially places.sqlite) in the profile folder and make sure that you are the owner.

You can use the button on the "Help -> Troubleshooting Information" (about:support) page to go to the current Firefox profile folder or use the about:profiles page.

Make sure you do not run Firefox in permanent Private Browsing mode (Always use Private Browsing mode; Never Remember History). *https://support.mozilla.org/en-US/kb/Private+Browsing *Options/Preferences -> Privacy -> Firefox will: "Use custom settings for history" *Deselect: [ ] "Always use Private Browsing mode" If the Places Maintenance extension can't repair the places.sqlite database then remove all places.sqlite file(s) in the Firefox profile folder to make Firefox rebuild the places.sqlite database from the most recent JSON backup in the bookmarkbackups folder. *keep a backup copy of places.sqlite in case a new places.sqlite database has to be created *http://kb.mozillazine.org/Unable_to_process_the_backup_file_-_Firefox You can also check the read/write permissions of all files (especially places.sqlite) in the profile folder and make sure that you are the owner. You can use the button on the "Help -> Troubleshooting Information" (about:support) page to go to the current Firefox profile folder or use the about:profiles page. *Help -> Troubleshooting Information -> Profile Directory:<br>Windows: Show Folder; Linux: Open Directory; Mac: Show in Finder *http://kb.mozillazine.org/Profile_folder_-_Firefox
philipp
  • Top 25 Contributor
  • Moderator
5306 solutions 23424 answers

hi CZBrat, did this happen on the same windows xp system you were posting your question from?

hi CZBrat, did this happen on the same windows xp system you were posting your question from?
markhammond 6 solutions 30 answers

Is there anything shown in the "browser console"? (Ctrl+Shift+J)

Is there anything shown in the "browser console"? (Ctrl+Shift+J)

Question owner

jscher2000 said

There have been some reports by users with Firefox 55 where their data is still present on the PC but Firefox's bookmark feature is broken (can't access, can't restore, can't add). However, you posted from Windows XP using Firefox 52 "Extended Support Release" which I hadn't previously seen being affected. At the time being, the reason that some users experience is problem is unknown (to me, there are a lot of active threads). It could be an issue with an incomplete upgrade (broken program files) or a particular combination of settings, or it could be a conflict with an add-on or with external software (e.g., security software). To advise on the best course of action, it would be helpful to get more information about at least the first two of these questions. Do all of your Firefoxes share a Sync account? If so: Q1: What versions of Firefox are connected to the Sync account? Q2: Does it help to go into Firefox's Safe Mode? Steps for that at the end. Q3: Does it help to go into Windows' "Safe Mode with Networking" mode? This is to see whether other software that runs between Windows boot-up and when you start Firefox may be causing the issue. This article has the steps to do this: Start Windows in Safe Mode or Safe Mode with Networking—ESET Knowledgebase. Please limit your browsing to your most trusted sites while in Safe Mode with Networking because your security software may not be fully functional.

In its Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, and some other advanced features to help you assess whether these are causing the problem.

If Firefox is not running: Hold down the Shift key when starting Firefox.

If Firefox is running: You can restart Firefox in Safe Mode using either:

  • "3-bar" menu button > "?" button > Restart with Add-ons Disabled
  • Help menu > Restart with Add-ons Disabled

and OK the restart.

Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).

Any improvement? (More info: Troubleshoot Firefox issues using Safe Mode)

I have tried everything that you suggested and nothing changed. I posted on my PC (running XP) but the issues are on my laptop running Win-7 Thanks for trying!

''jscher2000 [[#answer-994912|said]]'' <blockquote> There have been some reports by users with Firefox 55 where their data is still present on the PC but Firefox's bookmark feature is broken (can't access, can't restore, can't add). However, you posted from Windows XP using Firefox 52 "Extended Support Release" which I hadn't previously seen being affected. At the time being, the reason that some users experience is problem is unknown (to me, there are a lot of active threads). It could be an issue with an incomplete upgrade (broken program files) or a particular combination of settings, or it could be a conflict with an add-on or with external software (e.g., security software). To advise on the best course of action, it would be helpful to get more information about at least the first two of these questions. Do all of your Firefoxes share a Sync account? If so: '''Q1''': What versions of Firefox are connected to the Sync account? '''Q2''': Does it help to go into Firefox's Safe Mode? Steps for that at the end. '''Q3''': Does it help to go into Windows' "Safe Mode with Networking" mode? This is to see whether other software that runs between Windows boot-up and when you start Firefox may be causing the issue. This article has the steps to do this: [http://support.eset.com/kb2268/?locale=en_US Start Windows in Safe Mode or Safe Mode with Networking—ESET Knowledgebase]. ''Please limit your browsing to your most trusted sites while in Safe Mode with Networking because your security software may not be fully functional.'' ---- In its Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, and some other advanced features to help you assess whether these are causing the problem. ''If Firefox is not running:'' Hold down the Shift key when starting Firefox. ''If Firefox is running:'' You can restart Firefox in Safe Mode using either: * "3-bar" menu button > "?" button > Restart with Add-ons Disabled * Help menu > Restart with Add-ons Disabled and OK the restart. ''Both scenarios:'' A small dialog should appear. Click "Start in Safe Mode" (''not'' Refresh). Any improvement? (More info: [[Troubleshoot Firefox issues using Safe Mode]]) </blockquote> I have tried everything that you suggested and nothing changed. I posted on my PC (running XP) but the issues are on my laptop running Win-7 Thanks for trying!

Question owner

I have tried everything that you suggested and nothing changed. I posted on my PC (running XP) but the issues are on my laptop running Win-7 Thanks for trying!

I have tried everything that you suggested and nothing changed. I posted on my PC (running XP) but the issues are on my laptop running Win-7 Thanks for trying!
jscher2000
  • Top 10 Contributor
8695 solutions 71071 answers

Aha, that makes more sense, so it probably is Firefox 55.

I have not yet seen an explanation for why Firefox 55 does not install correctly/completely on some systems and then is broken in various puzzling ways.

At least one user had luck reinstalling Firefox 55 "as Administrator". This would involve:

(1) Download a full installer from the following page. Best to stick with the same number of bits (32-bit or 64-bit) as what you have now. In the Windows Control Panel, Uninstall a Program, "x86" indicates 32-bit and "x64" indicates 64-bit.

https://www.mozilla.org/firefox/all/

(2) With Firefox closed, instead of double-clicking the EXE file, right-click > Run as Administrator.

Any improvement?

Aha, that makes more sense, so it probably is Firefox 55. I have not yet seen an explanation for why Firefox 55 does not install correctly/completely on some systems and then is broken in various puzzling ways. At least one user had luck reinstalling Firefox 55 "as Administrator". This would involve: (1) Download a full installer from the following page. Best to stick with the same number of bits (32-bit or 64-bit) as what you have now. In the Windows Control Panel, Uninstall a Program, "x86" indicates 32-bit and "x64" indicates 64-bit. https://www.mozilla.org/firefox/all/ (2) With Firefox closed, instead of double-clicking the EXE file, right-click > Run as Administrator. Any improvement?
philipp
  • Top 25 Contributor
  • Moderator
5306 solutions 23424 answers

one more question: when you type "about:profiles" into your firefox address bar what is the full path of your profile shown in the root folder column?

one more question: when you type "about:profiles" into your firefox address bar what is the full path of your profile shown in the root folder column?