Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

All login passwords are gone after update HELP!!

more options

We have out Win 10 laptops set for automatic update and today, both have all our login passwords gone. We use that a LOT and can't figure out how to restore.

Chosen solution

What security software do you have?

There have been reports that AVG/Avast is causing issues with passwords disappearing.

You can check the profile folder to see if there are logins.json.corrupt files present. If you find such a file then try to rename logins.json.corrupt to logins.json.

  • keep a backup copy of all logins.json files

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.

Read this answer in context 👍 1

All Replies (7)

more options

My guess is that Firefox accidentally created a new profile for you and set that as the default. We've seen that issue recently because Firefox recently changed how it handles profiles.

Usually, fixing this is pretty easy. Just type about:profiles in the Firefox address bar. This will load a list of profiles on your computer. Press Launch profile in new browser on whatever profile is not in use. If it has the data you are looking for in it, just select Set as default.

There have also been some cases of Firefox using a separate profile when you use it to open a link from another program (for example, if you click a link in the Thunderbird email program). In this case, it's the same steps.

Hope this helps.

more options

On both of our computers it only has the new profile. What is the next step

more options

Chosen Solution

What security software do you have?

There have been reports that AVG/Avast is causing issues with passwords disappearing.

You can check the profile folder to see if there are logins.json.corrupt files present. If you find such a file then try to rename logins.json.corrupt to logins.json.

  • keep a backup copy of all logins.json files

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.

more options

YES!! I do have AVG and that did the trick. I get a NOT RESPONDING for a few seconds but at least I have all my passwords back.

THANK YOU!!

more options

You're welcome and thanks for reporting back that this helped.

more options

Hi I have a similar problem:

yesterday, I uploaded to the last version 69.0.3 64bit.

Today when I've tried to enter on Facebook, all my passwords for Facebook, at least, have gone. I had like 3 other accounts for gaming, but all the passwords and usernames disappeared. There was no logins.json.corrupt file in the profiles folder, and I've tried to open the other profiles from about:profiles, but no useful results. The major problem is that to recover facebook passwords they ask more than just the e-mail, you must also ask 3-4 people selected by then to help you reset, and since the profiles were for gaming only, I know no one....

more options

@Gianky

If the above information does not resolve your issue, please consider creating a new thread containing the specific details of your issue.

Doing so will allow the Mozilla volunteers to give you solutions that are more helpful to you. This may help them to solve your problem faster and more efficiently.

Please, feel free to post the link to your thread on this thread for volunteers interested in assisting you.

Thank you.