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Firefox not working at all after PC crash

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I have about 20 tabs that I use every day. I had Firefox open at a time my PC crashed. When I restarted Firefox, it asked me to restore previous session as it normally does. When I click on any tab, nothing loads, the tab loading icon just moves back and forth. When I create a new tab and try any website nothing loads. I shut down and restarted and this time just tried to load anything in the default tab - same thing. Nothing loads. Firefox is DOA?!? I am having to register and post this question from MICROSOFT EDGE (horror)!

I have about 20 tabs that I use every day. I had Firefox open at a time my PC crashed. When I restarted Firefox, it asked me to restore previous session as it normally does. When I click on any tab, nothing loads, the tab loading icon just moves back and forth. When I create a new tab and try any website nothing loads. I shut down and restarted and this time just tried to load anything in the default tab - same thing. Nothing loads. Firefox is DOA?!? I am having to register and post this question from MICROSOFT EDGE (horror)!

Modified by geogan

Chosen solution

Bonjour,

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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Additional System Details

Installed Plug-ins

None

Application

  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/70.0.3538.102 Safari/537.36 Edge/18.18362

More Information

cheekyp123 2 solutions 2 answers

Chosen Solution

Bonjour,

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.

Bonjour, 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.
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jscher2000
  • Top 10 Contributor
8773 solutions 71729 answers

Helpful Reply

As the first step, could you back up your session history files as follows:

Do not exit Firefox, or if you closed it, don't re-open it.

(1) To open your profile folder...

If Firefox is still running:

You can open your current Firefox settings (AKA Firefox profile) folder using either

  • "3-bar" menu button > "?" Help > 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" (or "Show in Finder") button.

If Firefox is closed:

Type or paste the following into the Windows Run dialog or the system search box and press Enter to launch Windows Explorer:

%APPDATA%\Mozilla\Firefox\Profiles

In that folder, do you see a semi-randomly-named folder? If so, click into it. If you find multiple such folders, find the one that was most recently updated.

(2) Copy out session history files

In your profile folder, double-click into the sessionstore-backups folder. Save all files here to a safe location such as your Documents folder.

(3) What files did you find?

The kinds of files you may find among your sessionstore files are:

  • 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
  • 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
  • some .js files from Firefox 55 or earlier

Next, you mentioned that Firefox usually asks you about restoring previous session tabs at startup. This is unusual, because Firefox normally will either:

  • Perform crash recovery, if it did not shut down properly, or
  • Follow your startup setting silently, either restoring your previous session (if that is selected on the Options page) or showing your home page

Any idea why you Firefox asks you about restoring your previous session on a regular basis?

For troubleshooting purposes, I suggest:

(A) Set Firefox to restore your previous session automatically

This is the first checkbox on the Options page. Also check the related box to warn you when closing the browser. All windows open when you use the Exit command will be restored automatically. Up to three closed windows (closed by using the X or by closing the last tab in the window) will be available from the History menu under Recently Closed Windows.

(B) Do a normal Firefox shutdown and restart Windows

I just want to make sure that all file locks are released and any pending updates are completed. To do a normal Firefox shutdown, either:

  • "3-bar" menu button > Exit
  • (menu bar) File > Exit

It can take 15-60 seconds for Firefox to finish its file cleanup.

Any improvement?

As the first step, could you '''back up your session history files''' as follows: ''Do not exit Firefox, or if you closed it, don't re-open it.'' '''(1) To open your profile folder...''' ''If Firefox is still running:'' You can open your current Firefox settings (AKA Firefox profile) folder using either * "3-bar" menu button > "?" Help > 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" (or "Show in Finder") button. ''If Firefox is closed:'' Type or paste the following into the Windows Run dialog or the system search box and press Enter to launch Windows Explorer: %APPDATA%\Mozilla\Firefox\Profiles In that folder, do you see a semi-randomly-named folder? If so, click into it. If you find multiple such folders, find the one that was most recently updated. '''(2) Copy out session history files''' In your profile folder, double-click into the '''sessionstore-backups''' folder. Save all files here to a safe location such as your Documents folder. '''(3) What files did you find?''' The kinds of files you may find among your sessionstore files are: * 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 * 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 * some .js files from Firefox 55 or earlier ---- Next, you mentioned that Firefox usually asks you about restoring previous session tabs at startup. This is unusual, because Firefox normally will either: * Perform crash recovery, if it did not shut down properly, or * Follow your startup setting silently, either restoring your previous session (if that is selected on the Options page) or showing your home page Any idea why you Firefox asks you about restoring your previous session on a regular basis? ''For troubleshooting purposes, I suggest:'' (A) Set Firefox to restore your previous session automatically This is the first checkbox on the Options page. Also check the related box to warn you when closing the browser. All windows open when you use the Exit command will be restored automatically. Up to three closed windows (closed by using the X or by closing the last tab in the window) will be available from the History menu under Recently Closed Windows. (B) Do a normal Firefox shutdown and restart Windows I just want to make sure that all file locks are released and any pending updates are completed. To do a normal Firefox shutdown, either: * "3-bar" menu button > Exit * (menu bar) File > Exit It can take 15-60 seconds for Firefox to finish its file cleanup. Any improvement?
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cor-el
  • Top 10 Contributor
  • Moderator
17539 solutions 158588 answers

If you already have restarted Firefox then it is likely that you lost the recovery.jsonlz4 and previous.jsonlz4 files with your session data. That leaves (possibly older) upgrade.jsonlz4 files and possible older copies of sessionstore.jsonlz4.

You can look at a utility to browse System Restore points.

If you already have restarted Firefox then it is likely that you lost the recovery.jsonlz4 and previous.jsonlz4 files with your session data. That leaves (possibly older) upgrade.jsonlz4 files and possible older copies of sessionstore.jsonlz4. You can look at a utility to browse System Restore points. *https://www.nicbedford.co.uk/software/systemrestoreexplorer/ *https:/www.shadowexplorer.com/
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Question owner

I did a "Start without Addons" first and found it was working again. Then I did a normal start and found it wasn't working again. I did a full Reset option. Now appears to be fully working again. Although as expected various extensions are now gone. I made a saved image of these before I reset. I have no idea why it sometimes asks me if I want to restore sometimes only.... think it actually says something like "we were unable to restore - click her to restore" or something, normally nothing loads and I just use the menu option "Restore Previous Session" (didn't notice the tickbox in Options to always do that!) It could be the old plugins "Session Manager" or "Tab Groups" although they were disabled.

I did a "Start without Addons" first and found it was working again. Then I did a normal start and found it wasn't working again. I did a full Reset option. Now appears to be fully working again. Although as expected various extensions are now gone. I made a saved image of these before I reset. I have no idea why it sometimes asks me if I want to restore sometimes only.... think it actually says something like "we were unable to restore - click her to restore" or something, normally nothing loads and I just use the menu option "Restore Previous Session" (didn't notice the tickbox in Options to always do that!) It could be the old plugins "Session Manager" or "Tab Groups" although they were disabled.
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Question owner

ps. I just copied all the URLs of the tabs I normally have open into a text file list before I reset... so I don't need the previous session to restore tabs if that's all it is used for...

ps. I just copied all the URLs of the tabs I normally have open into a text file list before I reset... so I don't need the previous session to restore tabs if that's all it is used for...
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jscher2000
  • Top 10 Contributor
8773 solutions 71729 answers

geogan said

I have no idea why it sometimes asks me if I want to restore sometimes only.... think it actually says something like "we were unable to restore - click her to restore" or something, normally nothing loads and I just use the menu option "Restore Previous Session" (didn't notice the tickbox in Options to always do that!)

Sounds as though Firefox had a crash but the automatic session restore failed. So there are two questions: (i) why did Firefox crash/fail to shut down normally, and (ii) why couldn't Firefox do an automatic restore?

But hopefully whatever caused those problems will not recur.

''geogan [[#answer-1248631|said]]'' <blockquote> I have no idea why it sometimes asks me if I want to restore sometimes only.... think it actually says something like "we were unable to restore - click her to restore" or something, normally nothing loads and I just use the menu option "Restore Previous Session" (didn't notice the tickbox in Options to always do that!) </blockquote> Sounds as though Firefox had a crash but the automatic session restore failed. So there are two questions: (i) why did Firefox crash/fail to shut down normally, and (ii) why couldn't Firefox do an automatic restore? But hopefully whatever caused those problems will not recur.
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Question owner

jscher2000 said why did Firefox crash/fail to shut down normally, and (ii) why couldn't Firefox do an automatic restore?

First was because my entire PC froze because of an unstable overclock.

ii) no idea why it could not recover after reboot... maybe some file damaged?

<blockquote> ''jscher2000 [[#answer-1248634|said]]'' why did Firefox crash/fail to shut down normally, and (ii) why couldn't Firefox do an automatic restore? </blockquote> First was because my entire PC froze because of an unstable overclock. ii) no idea why it could not recover after reboot... maybe some file damaged?

Modified by geogan

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