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I think my FF browser has been hacked (Phished?). Can I talk to someone?

  • 2 replies
  • 1 has this problem
  • 496 views
  • Last reply by FredMcD

Trudilu
Trudilu

When I opened my FF browser today, I got a completely different window than usual. I called Apple first, and they were able to change the page in preferences to what I'm used to, but it came back. The name of the window is:

moz-extension://3f919ec9-4658-6a4c-8cd6-67ef5feaf2d8/newtab/newtab.html (see attached)

My normal page is google.com which works once but then goes back to the above page. Apple suggested I contact Firefox and ask for support. I have no idea what to do. Someone said I may be asked to change my password, but it suddenly struck me that I'm not sure what it is. Or I'm not sure which one it is.

FF was my default browser. Meanwhile I'm using Safari in the meanwhile. I would prefer to talk to someone so that they can guide me step by step. Meanwhile, I'll try and find my password, if I have it! Please help.

When I opened my FF browser today, I got a completely different window than usual. I called Apple first, and they were able to change the page in preferences to what I'm used to, but it came back. The name of the window is: moz-extension://3f919ec9-4658-6a4c-8cd6-67ef5feaf2d8/newtab/newtab.html (see attached) My normal page is google.com which works once but then goes back to the above page. Apple suggested I contact Firefox and ask for support. I have no idea what to do. Someone said I may be asked to change my password, but it suddenly struck me that I'm not sure what it is. Or I'm not sure which one it is. FF was my default browser. Meanwhile I'm using Safari in the meanwhile. I would prefer to talk to someone so that they can guide me step by step. Meanwhile, I'll try and find my password, if I have it! Please help.
Attached screenshots

Chosen solution

Hello,

The Refresh feature (called "Reset" in older Firefox versions) can fix many issues by restoring Firefox to its factory default state while saving your bookmarks, history, passwords, cookies, and other essential information.

Note: When you use this feature, you will lose any extensions, toolbar customizations, and some preferences. See the Refresh Firefox - reset add-ons and settings article for more information.

To Refresh Firefox:

  1. Open the Troubleshooting Information page using one of these methods:
    • Click the menu button New Fx Menu, click help Help-29 and select Troubleshooting Information. A new tab containing your troubleshooting information should open.
    • If you're unable to access the Help menu, type about:support in your address bar to bring up the Troubleshooting Information page.
  2. At the top right corner of the page, you should see a button that says "Refresh Firefox" ("Reset Firefox" in older Firefox versions). Click on it.
  3. Firefox will close. After the refresh process is completed, Firefox will show a window with the information that is imported.
  4. Click Finish and Firefox will reopen.

Did this fix the problem? Please report back to us!

Thank you.

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All Replies (2)

user633449
user633449

Chosen Solution

Hello,

The Refresh feature (called "Reset" in older Firefox versions) can fix many issues by restoring Firefox to its factory default state while saving your bookmarks, history, passwords, cookies, and other essential information.

Note: When you use this feature, you will lose any extensions, toolbar customizations, and some preferences. See the Refresh Firefox - reset add-ons and settings article for more information.

To Refresh Firefox:

  1. Open the Troubleshooting Information page using one of these methods:
    • Click the menu button New Fx Menu, click help Help-29 and select Troubleshooting Information. A new tab containing your troubleshooting information should open.
    • If you're unable to access the Help menu, type about:support in your address bar to bring up the Troubleshooting Information page.
  2. At the top right corner of the page, you should see a button that says "Refresh Firefox" ("Reset Firefox" in older Firefox versions). Click on it.
  3. Firefox will close. After the refresh process is completed, Firefox will show a window with the information that is imported.
  4. Click Finish and Firefox will reopen.

Did this fix the problem? Please report back to us!

Thank you.

FredMcD
FredMcD

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.