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Firefox launches with restore session and other issues - multiple users

Posted

Since updating to 58.2 over 40 of my users are all expericing the same multiple issues.

Firefox always launches with "Sorry, We're having trouble getting your pages back." even when closing properly and having no other tabs open. (Setting the privacy options as custom and selecting "Clear history when Firefox closes" has solved this issue but it's not ideal for the workplace, users like to have their history.

Firefox is slow and sluggish and often freezes.

If you close firefox and try to launch it again a few seconds later then it wont launch because there's still a version in the background trying to close which can take up to 20 seconds.

The bookmarks toolbar is always hidden on launch. You have to right click and show toolbar to retrieve it everytime.

Because of these issues I've had to put everyone on chrome however I'd really like to get to the bottom of them all to revert back to Firefox.

Thanks

Since updating to 58.2 over 40 of my users are all expericing the same multiple issues. Firefox always launches with "Sorry, We're having trouble getting your pages back." even when closing properly and having no other tabs open. (Setting the privacy options as custom and selecting "Clear history when Firefox closes" has solved this issue but it's not ideal for the workplace, users like to have their history. Firefox is slow and sluggish and often freezes. If you close firefox and try to launch it again a few seconds later then it wont launch because there's still a version in the background trying to close which can take up to 20 seconds. The bookmarks toolbar is always hidden on launch. You have to right click and show toolbar to retrieve it everytime. Because of these issues I've had to put everyone on chrome however I'd really like to get to the bottom of them all to revert back to Firefox. Thanks

Modified by ac_cloud

Additional System Details

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  • Shockwave Flash 28.0 r0

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  • User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:58.0) Gecko/20100101 Firefox/58.0

More Information

FredMcD
  • Top 10 Contributor
4258 solutions 59615 answers

ac_cloud said

Firefox launches with restore session

Let's start with this;

You may have corrupt sessionstore [v56] sessionstore.jsonlz4 file(s). Delete all sessionstore* files and the sessionstore-backups folder.

Type about:support<enter> in the address bar.

Under the page logo on the left side, you will see Application Basics. Under this find Profile Folder. To its right press the button Show Folder. This will open your file browser to the current Firefox profile. Now Close Firefox.

Locate the above file. Then rename or delete it. Restart Firefox.


Don't delete the files if you need to rescue any data from them, just move them out of the profile folder to some location where Firefox doesn't look for them. You can try to read out their contents using this tool: https://www.jeffersonscher.com/res/scrounger.html

''ac_cloud [[#question-1205568|said]]'' <blockquote>Firefox launches with restore session </blockquote> Let's start with this; You may have corrupt '''sessionstore''' [v56] '''sessionstore.jsonlz4''' file(s). Delete all '''sessionstore*''' files and the '''sessionstore-backups''' folder. Type '''about:support'''<enter> in the address bar. Under the page logo on the left side, you will see '''Application Basics. ''' Under this find '''Profile Folder. ''' To its right press the button '''Show Folder. ''' This will open your file browser to the current Firefox profile. Now '''Close Firefox. ''' Locate the above file. Then rename or delete it. Restart Firefox. '''Don't delete the files''' if you need to rescue any data from them, just move them out of the profile folder to some location where Firefox doesn't look for them. You can try to read out their contents using this tool: https://www.jeffersonscher.com/res/scrounger.html
FredMcD
  • Top 10 Contributor
4258 solutions 59615 answers

ac_cloud said

Firefox is slow and sluggish and often freezes.

Start Firefox in Safe Mode {web link} by holding down the <Shift> (Mac=Options) key, and then starting Firefox.

A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?

If you close firefox and try to launch it again a few seconds later then it wont launch because there's still a version in the background trying to close which can take up to 20 seconds.

The program has to save its current data before it closes. Give it about 20 seconds.

The bookmarks toolbar is always hidden on launch. You have to right click and show toolbar to retrieve it everytime.

Type about:customizing<enter> in the address bar. Look for Show / Hide Toolbars at the bottom left.

There is also a Restore Defaults button at the bottom middle.

Note: about:customizing is no longer present in Firefox 47+ releases.

  • Press Alt or F10 to bring up the toolbar.
    Then View > Toolbars > Customize.
  • Right-click on a blank spot in the toolbar and select Customize.
''ac_cloud [[#question-1205568|said]]'' <blockquote> Firefox is slow and sluggish and often freezes. </blockquote> [https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Start Firefox in Safe Mode] {web link} by holding down the '''<Shift> ''(Mac=Options)''''' key, and then starting Firefox. A small dialog should appear. Click '''Start In Safe Mode''' (not Refresh). Is the problem still there? <blockquote> If you close firefox and try to launch it again a few seconds later then it wont launch because there's still a version in the background trying to close which can take up to 20 seconds. </blockquote> The program has to save its current data before it closes. Give it about 20 seconds. <blockquote> The bookmarks toolbar is always hidden on launch. You have to right click and show toolbar to retrieve it everytime. </blockquote> Type '''about:customizing'''<enter> in the address bar. Look for '''Show / Hide Toolbars''' at the bottom left. There is also a '''Restore Defaults''' button at the bottom middle. Note: '''about:customizing''' is no longer present in Firefox 47+ releases. * Press '''Alt''' or '''F10''' to bring up the toolbar.<br>Then '''View > Toolbars > Customize. ''' * Right-click on a blank spot in the toolbar and select '''Customize. '''

Question owner

Hi, thank you for the prompt reply, starting with the restarting browsing session issue, I have removed the following files: sessionstore.jsonlz4 sessionstore.bak sessionstore.bak-20140716183446 sessionstore (jscript file)


Unfortunautely the issue still occurs, something I have noticed though, is that there are now two firefox shortcuts on users desktops, 'Mozzila Firefox' which now does not launch, and just a 'Firefox' shortcut which launches okay but has the "We're having trouble getting your pages back" issue.

Thanks

Hi, thank you for the prompt reply, starting with the restarting browsing session issue, I have removed the following files: sessionstore.jsonlz4 sessionstore.bak sessionstore.bak-20140716183446 sessionstore (jscript file) Unfortunautely the issue still occurs, something I have noticed though, is that there are now two firefox shortcuts on users desktops, 'Mozzila Firefox' which now does not launch, and just a 'Firefox' shortcut which launches okay but has the "We're having trouble getting your pages back" issue. Thanks

Question owner

The bookmarks toolbar is always hidden on launch. You have to right click and show toolbar to retrieve it everytime.
Type about:customizing<enter> in the address bar. Look for Show / Hide Toolbars at the bottom left. There is also a Restore Defaults button at the bottom middle. Note: about:customizing is no longer present in Firefox 47+ releases.
  • Press Alt or F10 to bring up the toolbar.
    Then View > Toolbars > Customize.
  • Right-click on a blank spot in the toolbar and select Customize.

Using the right click - customise method I can't see a Show / Hide Toolbars option at the bottom, I see a Toolbars drop down box, when I select this I have the option to choose 'Bookmarks Toolbar' and 'Done' However on the firefox next launch the bookmarks toolbar is minimised again.

Thanks

<blockquote> The bookmarks toolbar is always hidden on launch. You have to right click and show toolbar to retrieve it everytime. </blockquote> <blockquote> Type '''about:customizing'''<enter> in the address bar. Look for '''Show / Hide Toolbars''' at the bottom left. There is also a '''Restore Defaults''' button at the bottom middle. Note: '''about:customizing''' is no longer present in Firefox 47+ releases. * Press '''Alt''' or '''F10''' to bring up the toolbar.<br>Then '''View > Toolbars > Customize. ''' * Right-click on a blank spot in the toolbar and select '''Customize. ''' </blockquote> Using the right click - customise method I can't see a '''Show / Hide Toolbars''' option at the bottom, I see a Toolbars drop down box, when I select this I have the option to choose 'Bookmarks Toolbar' and 'Done' However on the firefox next launch the bookmarks toolbar is minimised again. Thanks

Modified by ac_cloud

FredMcD
  • Top 10 Contributor
4258 solutions 59615 answers

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.

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.
cor-el
  • Top 10 Contributor
  • Moderator
17534 solutions 158551 answers

Use one of these to close Firefox if you are currently doing that by clicking the close X on the Firefox title bar.

  • "3-bar" menu button -> Exit (Power button)
  • Windows: File -> Exit
  • Mac: Firefox -> Quit Firefox
  • Linux: File -> Quit
Use one of these to close Firefox if you are currently doing that by clicking the close X on the Firefox title bar. *"3-bar" menu button -> Exit (Power button) *Windows: File -> Exit *Mac: Firefox -> Quit Firefox *Linux: File -> Quit

Question owner

FredMcD said

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.

Thanks for this, I've tried these steps including deleting the prefs file and doing a complete firefox refresh, Still no luck unfortunately.

I think all these issues are somehow linked, and feel that it may be something to do with where firefox is storing users profiles, may profile is stored locally on my c drive and I have no issues. However the users that are experiencing issues all have the profile on a network (with acts as a dc) and have a roaming profile and redirected folders, could the issue be linked to this somehow? (There wasn't any issues with older versions of firefox or other browsers)

''FredMcD [[#answer-1079911|said]]'' <blockquote> 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. </blockquote> Thanks for this, I've tried these steps including deleting the prefs file and doing a complete firefox refresh, Still no luck unfortunately. I think all these issues are somehow linked, and feel that it may be something to do with where firefox is storing users profiles, may profile is stored locally on my c drive and I have no issues. However the users that are experiencing issues all have the profile on a network (with acts as a dc) and have a roaming profile and redirected folders, could the issue be linked to this somehow? (There wasn't any issues with older versions of firefox or other browsers)

Modified by ac_cloud

FredMcD
  • Top 10 Contributor
4258 solutions 59615 answers
Use these links to create a new profile. Use this new profile '''as is. ''' Is the problem still there? http://kb.mozillazine.org/Profile_folder_-_Firefox#Navigating_to_the_profile_folder https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles https://support.mozilla.org/en-US/kb/how-run-firefox-when-profile-missing-inaccessible https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles Type '''about:profiles'''<enter> in the address bar.
cor-el
  • Top 10 Contributor
  • Moderator
17534 solutions 158551 answers

What security software do you have?

You can check for security software related issues.


Use one of these to close Firefox if you are currently doing that by clicking the close X on the Firefox title bar.

  • "3-bar" menu button -> Exit (Power button)
  • Windows: File -> Exit
  • Mac: Firefox -> Quit Firefox
  • Linux: File -> Quit
What security software do you have? You can check for security software related issues. ---- Use one of these to close Firefox if you are currently doing that by clicking the close X on the Firefox title bar. *"3-bar" menu button -> Exit (Power button) *Windows: File -> Exit *Mac: Firefox -> Quit Firefox *Linux: File -> Quit

Question owner

''FredMcD [[#answer-1080172|said]]'' <blockquote> Use these links to create a new profile. Use this new profile '''as is. ''' Is the problem still there? http://kb.mozillazine.org/Profile_folder_-_Firefox#Navigating_to_the_profile_folder https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles https://support.mozilla.org/en-US/kb/how-run-firefox-when-profile-missing-inaccessible https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles Type '''about:profiles'''<enter> in the address bar. </blockquote> Thanks, tried these but the problem still remains.

Question owner

cor-el said

What security software do you have? You can check for security software related issues.

Use one of these to close Firefox if you are currently doing that by clicking the close X on the Firefox title bar.

  • "3-bar" menu button -> Exit (Power button)
  • Windows: File -> Exit
  • Mac: Firefox -> Quit Firefox
  • Linux: File -> Quit

We use AVG, I've tried disbaling this and tried the Quit method of firefox, still launches with could not reover tabs.

Thanks

''cor-el [[#answer-1080347|said]]'' <blockquote> What security software do you have? You can check for security software related issues. ---- Use one of these to close Firefox if you are currently doing that by clicking the close X on the Firefox title bar. *"3-bar" menu button -> Exit (Power button) *Windows: File -> Exit *Mac: Firefox -> Quit Firefox *Linux: File -> Quit </blockquote> We use AVG, I've tried disbaling this and tried the Quit method of firefox, still launches with could not reover tabs. Thanks
jscher2000
  • Top 10 Contributor
8767 solutions 71704 answers

Before shutting down Firefox, please launch the problematic profile folder into Windows Explorer -- you can open your current Firefox settings (AKA Firefox profile) folder using either

  • "3-bar" menu button > "?" button > Troubleshooting Information
  • (menu bar) Help > Troubleshooting Information
  • type or paste about:support in the address bar and press Enter

In the first table on the page, click the "Open Folder" button.

Then you can exit Firefox normally.

After Firefox shuts down -- allow 15 seconds -- check the session history files:

(A) Firefox should have created a file at the main level of the profile folder called sessionstore.jsonlz4

(B) The profile folder might contain a sessionstore.js file from the Firefox 55 days; most likely you could delete that

(C) The profile folder might contain a sessionstore.bak file from Firefox 32 (or so); you definitely could delete that

(D) The sessionstore-backups folder should contain:

  • previous.jsonlz4: the windows and tabs in your last Firefox session
  • upgrade.jsonlz4-build_id: the windows and tabs in the Firefox session that was live at the time of your last update (there could be a few of these)
  • various .js files from Firefox 55 or earlier (you likely do not need these)

These files should no longer be present in the folder if Firefox shut down normally:

  • recovery.jsonlz4: the windows and tabs in your currently live Firefox session (or, if Firefox crashed at the last shutdown and is still closed, your last session)
  • recovery.baklz4: a backup copy of recovery.jsonlz4

How does it look?

Before shutting down Firefox, please launch the problematic profile folder into Windows Explorer -- you can open your current Firefox settings (AKA Firefox profile) folder using either * "3-bar" menu button > "?" button > Troubleshooting Information * (menu bar) Help > Troubleshooting Information * type or paste about:support in the address bar and press Enter In the first table on the page, click the "Open Folder" button. Then you can exit Firefox normally. After Firefox shuts down -- allow 15 seconds -- check the session history files: (A) Firefox should have created a file at the main level of the profile folder called '''sessionstore.jsonlz4''' (B) The profile folder ''might'' contain a '''sessionstore.js''' file from the Firefox 55 days; most likely you could delete that (C) The profile folder ''might'' contain a '''sessionstore.bak''' file from Firefox 32 (or so); you definitely could delete that (D) The '''sessionstore-backups''' folder should contain: * previous.jsonlz4: the windows and tabs in your last Firefox session * upgrade.jsonlz4-''build_id'': the windows and tabs in the Firefox session that was live at the time of your last update (there could be a few of these) * various .js files from Firefox 55 or earlier (you likely do not need these) These files should no longer be present in the folder if Firefox shut down normally: * recovery.jsonlz4: the windows and tabs in your currently live Firefox session (or, if Firefox crashed at the last shutdown and is still closed, your last session) * recovery.baklz4: a backup copy of recovery.jsonlz4 How does it look?
jscher2000
  • Top 10 Contributor
8767 solutions 71704 answers

ac_cloud said

The bookmarks toolbar is always hidden on launch. You have to right click and show toolbar to retrieve it everytime.

This could be caused by removal of the xulstore.json file from the profile folder, which would revert Firefox to default toolbar area layout, but I can't think of any reason that would happen.

ac_cloud said

We use AVG, I've tried disbaling this and tried the Quit method of firefox, still launches with could not reover tabs.

Last week's Avast/AVG updated caused severe performance degradation in Firefox, but there was an update earlier this week that resolved that issue. I don't think that problem would have affected session history behavior or the Bookmarks Toolbar.

''ac_cloud [[#question-1205568|said]]'' <blockquote>The bookmarks toolbar is always hidden on launch. You have to right click and show toolbar to retrieve it everytime. </blockquote> This could be caused by removal of the '''xulstore.json''' file from the profile folder, which would revert Firefox to default toolbar area layout, but I can't think of any reason that would happen. ''ac_cloud [[#answer-1081164|said]]'' <blockquote> We use AVG, I've tried disbaling this and tried the Quit method of firefox, still launches with could not reover tabs. </blockquote> Last week's Avast/AVG updated caused severe performance degradation in Firefox, but there was an update earlier this week that resolved that issue. I don't think that problem would have affected session history behavior or the Bookmarks Toolbar.
jscher2000
  • Top 10 Contributor
8767 solutions 71704 answers

ac_cloud said

...something I have noticed though, is that there are now two firefox shortcuts on users desktops, 'Mozzila Firefox' which now does not launch, and just a 'Firefox' shortcut which launches okay but has the "We're having trouble getting your pages back" issue.

What are their respective paths?

Did Firefox upgrade from 32-bit to 64-bit, changing folders from Program Files (x86) to Program Files, and fail to clean up an old shortcut?

''ac_cloud [[#answer-1079722|said]]'' <blockquote>...something I have noticed though, is that there are now two firefox shortcuts on users desktops, 'Mozzila Firefox' which now does not launch, and just a 'Firefox' shortcut which launches okay but has the "We're having trouble getting your pages back" issue. </blockquote> What are their respective paths? Did Firefox upgrade from 32-bit to 64-bit, changing folders from Program Files (x86) to Program Files, and fail to clean up an old shortcut?