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Firefox ESR will not load anything, not even about: pages since update to ESR 60.2

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Last Thursday Firefox ESR was working fine till an update to ESR 60.2 was applied. Now I cannot load any page. Tried uninstalling, reset the winsock, refreshing, turned off Firewall and antivirus. Removed Mozilla from registry as well after uninstalling 3 times. This is happening for all profiles/users on the computer. We have to use the ESR in order to use some functionality of different websites for the business so changing to the another version will not work (although I installed the latest Firefox and it didnt work either). I am at a loss and have tried everything I have read.

Last Thursday Firefox ESR was working fine till an update to ESR 60.2 was applied. Now I cannot load any page. Tried uninstalling, reset the winsock, refreshing, turned off Firewall and antivirus. Removed Mozilla from registry as well after uninstalling 3 times. This is happening for all profiles/users on the computer. We have to use the ESR in order to use some functionality of different websites for the business so changing to the another version will not work (although I installed the latest Firefox and it didnt work either). I am at a loss and have tried everything I have read.

Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/66.0.3359.139 Safari/537.36

More Information

Application Basics
------------------
Name: Firefox
Version: 60.2.0esr
Build ID: 20180903060751
Update Channel: esr
User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:60.0) Gecko/20100101 Firefox/60.0
OS: Windows_NT 6.1
Multiprocess Windows: 1/1 (Enabled by default)
Web Content Processes: 3/4
Stylo: content = true (enabled by default), chrome = true (enabled by default)
Enterprise Policies: Inactive
Google Key: Found
Mozilla Location Service Key: Found
Safe Mode: false
Crash Reports for the Last 3 Days
---------------------------------
All Crash Reports
Firefox Features
----------------
Name: Activity Stream
Version: 2018.04.20.1103-b3b95672
ID: activity-stream@mozilla.org
Name: Application Update Service Helper
Version: 2.0
ID: aushelper@mozilla.org
Name: Firefox Screenshots
Version: 30.1.0
ID: screenshots@mozilla.org
Name: Follow-on Search Telemetry
Version: 0.9.6
ID: followonsearch@mozilla.com
Name: Form Autofill
Version: 1.0
ID: formautofill@mozilla.org
Name: Photon onboarding
Version: 1.0
ID: onboarding@mozilla.org
Name: Pocket
Version: 1.0.5
ID: firefox@getpocket.com
Name: Web Compat
Version: 1.1
ID: webcompat@mozilla.org
Extensions
----------
Name: User search study
Version: 1.8.2
Enabled: true
ID: search-nudges@shield.mozilla.org
Name: Adobe Acrobat - Create PDF
Version: 1.2
Enabled: false
ID: web2pdfextension@web2pdf.adobedotcom
Name: IBM Notes Browser Plug-in Extension
Version: 9.0.16.16061
Enabled: false
ID: IBMNotesBrowserExtension@ibm.com
Security Software
----------------- Type:
Type:
Type:
Graphics
--------
Features
Compositing: Direct3D 11 (Advanced Layers)
Asynchronous Pan/Zoom: wheel input enabled; scrollbar drag enabled; keyboard enabled; autoscroll enabled
WebGL 1 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 0000000000008029) EGL_VERSION: 1.4 (ANGLE 2.1.0.7edc21933ef1) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses
WebGL 1 Driver Renderer: Google Inc. -- ANGLE (AMD RADEON HD 6350 Direct3D11 vs_5_0 ps_5_0)
WebGL 1 Driver Version: OpenGL ES 2.0 (ANGLE 2.1.0.7edc21933ef1)
WebGL 1 Driver Extensions: GL_ANGLE_client_arrays GL_ANGLE_depth_texture GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_pack_reverse_row_order GL_ANGLE_program_cache_control GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_color_buffer_float_rgb GL_CHROMIUM_color_buffer_float_rgba GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_compression_s3tc_srgb GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_surfaceless_context GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object
WebGL 1 Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_frag_depth EXT_sRGB EXT_shader_texture_lod EXT_texture_filter_anisotropic EXT_disjoint_timer_query OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context
WebGL 2 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 0000000000008029) EGL_VERSION: 1.4 (ANGLE 2.1.0.7edc21933ef1) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses
WebGL 2 Driver Renderer: Google Inc. -- ANGLE (AMD RADEON HD 6350 Direct3D11 vs_5_0 ps_5_0)
WebGL 2 Driver Version: OpenGL ES 3.0 (ANGLE 2.1.0.7edc21933ef1)
WebGL 2 Driver Extensions: GL_ANGLE_client_arrays GL_ANGLE_depth_texture GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_multiview GL_ANGLE_pack_reverse_row_order GL_ANGLE_program_cache_control GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_color_buffer_float_rgb GL_CHROMIUM_color_buffer_float_rgba GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_float GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_compression_s3tc_srgb GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_norm16 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_EGL_image_external_essl3 GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_surfaceless_context GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object
WebGL 2 Extensions: EXT_color_buffer_float EXT_texture_filter_anisotropic EXT_disjoint_timer_query OES_texture_float_linear WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_lose_context
Direct2D: true
Off Main Thread Painting Enabled: true
DirectWrite: true (6.2.9200.22164)
GPU #1
Active: Yes
Description: AMD RADEON HD 6350
Vendor ID: 0x1002
Device ID: 0x68f9
Driver Version: 8.830.0.0
Driver Date: 2-18-2011
Drivers: aticfx64 aticfx64 aticfx64 aticfx32 aticfx32 aticfx32 atiumd64 atidxx64 atidxx64 atiumdag atidxx32 atidxx32 atiumdva atiumd6a atitmm64
Subsys ID: 0000000c
RAM: 512
Diagnostics
AzureCanvasAccelerated: 0
AzureCanvasBackend: Direct2D 1.1
AzureCanvasBackend (UI Process): skia
AzureContentBackend: Direct2D 1.1
AzureContentBackend (UI Process): skia
AzureFallbackCanvasBackend (UI Process): cairo
GPUProcessPid: 9704
Decision Log
WEBRENDER:
opt-in by default: WebRender is an opt-in feature
unavailable by runtime: Build doesn't include WebRender
ADVANCED_LAYERS:
available by user: Enabled for Windows 7 via user-preference
Workarounds
NO_CONSTANT_BUFFER_OFFSETTING: Unsupported by driver
Media
-----
Audio Backend: wasapi
Max Channels: 2
Preferred Channel Layout: stereo
Preferred Sample Rate: 44100
Output Devices
Name: Group
Remote Audio:
Input Devices
Name: Group
Important Modified Preferences
------------------------------
browser.cache.disk.capacity: 358400
browser.cache.disk.filesystem_reported: 1
browser.cache.disk.smart_size.first_run: false
browser.places.smartBookmarksVersion: 8
browser.sessionstore.upgradeBackup.latestBuildID: 20180830143136
browser.startup.homepage_override.buildID: 20180903060751
browser.startup.homepage_override.mstone: 60.2.0
browser.urlbar.placeholderName: Google
browser.urlbar.timesBeforeHidingSuggestionsHint: 0
dom.forms.autocomplete.formautofill: true
extensions.lastAppVersion: 60.2.0
font.internaluseonly.changed: true
media.gmp-manager.buildID: 20180903060751
media.gmp-manager.lastCheck: 1536665505
media.gmp.storage.version.observed: 1
media.hardware-video-decoding.failed: true
network.cookie.prefsMigrated: true
places.history.expiration.transient_current_max_pages: 104858
plugin.disable_full_page_plugin_for_types: application/pdf
privacy.sanitize.pending: []
security.sandbox.content.tempDirSuffix: {92f53873-1fcf-4d04-8b69-cbf9b96fcf1a}
services.sync.declinedEngines:
services.sync.engine.addresses.available: true
Important Locked Preferences
----------------------------
Places Database
---------------
JavaScript
----------
Incremental GC: true
Accessibility
-------------
Activated: false
Prevent Accessibility: 0
Accessible Handler Used: true
Accessibility Instantiator:
Library Versions
----------------
NSPR
Expected minimum version: 4.19
Version in use: 4.19
NSS
Expected minimum version: 3.36.4
Version in use: 3.36.4
NSSSMIME
Expected minimum version: 3.36.4
Version in use: 3.36.4
NSSSSL
Expected minimum version: 3.36.4
Version in use: 3.36.4
NSSUTIL
Expected minimum version: 3.36.4
Version in use: 3.36.4
Experimental Features
---------------------
Sandbox
-------
Content Process Sandbox Level: 5
Effective Content Process Sandbox Level: 5
Internationalization & Localization
-----------------------------------
Application Settings
Requested Locales: ["en-US"]
Available Locales: ["en-US"]
App Locales: ["en-US"]
Regional Preferences: ["en-US"]
Default Locale: "en-US"
Operating System
System Locales: ["en-US"]
Regional Preferences: ["en-US"]

FFus3r 50 solutions 757 answers

Hello droehrig,

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.

Hello droehrig, 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: # Open the Troubleshooting Information page using one of these methods: #*Click the menu button [[Image:New Fx Menu]], click help [[Image: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. #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. #Firefox will close. After the refresh process is completed, Firefox will show a window with the information that is imported. #Click Finish and Firefox will reopen. Did this fix the problem? Please report back to us! Thank you.

Question owner

I have done that (I even said I refreshed). I also said I cannot get to anything including anything with about: (about:support, about:config, etc). Nothing has worked. I even started it in Safe Mode, still nothing.

I have done that (I even said I refreshed). I also said I cannot get to anything including anything with about: (about:support, about:config, etc). Nothing has worked. I even started it in Safe Mode, still nothing.
FFus3r 50 solutions 757 answers

change your search engine to Google and try again.

change your search engine to '''Google''' and try again.

Question owner

Did that, even tried to open a new tab and go to any page, still will not load. I have tried with our proxy and without on all user accounts.

Did that, even tried to open a new tab and go to any page, still will not load. I have tried with our proxy and without on all user accounts.
FFus3r 50 solutions 757 answers

see this article https://support.mozilla.org/en-US/kb/firefox-cant-load-websites-other-browsers-can

check your antivirus or firewall and make exception for firefox.

see this article https://support.mozilla.org/en-US/kb/firefox-cant-load-websites-other-browsers-can check your antivirus or firewall and make exception for firefox.

Question owner

Done....it was working last Thursday. I even turned off Antivirus and firewall. Other browsers are working fine.

Done....it was working last Thursday. I even turned off Antivirus and firewall. Other browsers are working fine.
cor-el
  • Top 10 Contributor
  • Moderator
17541 solutions 158617 answers
Did you try a clean reinstall and deleted the Firefox Firefox program? *https://www.mozilla.org/en-US/firefox/organizations/all/ *https://www.mozilla.org/en-US/firefox/60.2.0/releasenotes/ Are you using an autoconfig file or GPO to setup Firefox? *https://support.mozilla.org/en-US/kb/customizing-firefox-using-group-policy *https://support.mozilla.org/en-US/kb/customizing-firefox-using-policiesjson *https://support.mozilla.org/en-US/kb/customizing-firefox-using-autoconfig

Question owner

Like I said, I have done a clean install, removed all instances of Mozilla in Program Files (x86), App Data, Registry and anywhere else I can find it. We do not set this by policy or an autoconfig. Its just download and install, thats all and its been done at least 3 times including installing the current public version of Firefox 62. I am in the IT dept and I have never come across a problem like this. Normally a reinstall would fix it but this is something else. There is no malware or infection on the computer. Its an SSD with plenty of RAM. Just seems to be the update did it last week. (this user was on ESR 52.9 and was auto updated to 60.2).

Like I said, I have done a clean install, removed all instances of Mozilla in Program Files (x86), App Data, Registry and anywhere else I can find it. We do not set this by policy or an autoconfig. Its just download and install, thats all and its been done at least 3 times including installing the current public version of Firefox 62. I am in the IT dept and I have never come across a problem like this. Normally a reinstall would fix it but this is something else. There is no malware or infection on the computer. Its an SSD with plenty of RAM. Just seems to be the update did it last week. (this user was on ESR 52.9 and was auto updated to 60.2).