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Search engine hijacked, add-on page is empty

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My search engine, set to be Google in Settings, is Yahoo every time I try to search. I went to your "solutions" page and followed all instructions, to no avail. When I open "add-ons" I get nothing but a blank page. I deleted and reinstalled Firefox, and that did nothing either. I've been forced to change to Chrome as my default browser, and there I can use Google. Please help!

Chosen solution

You can try to rename search.json.mozlz4 in the profile folder to searchOLD.json.mozlz4 to see if that has effect. Keep a backup copy in case Standard8 wants to look at this file.

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.

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All Replies (20)

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Type about:addons<enter> in the address bar to open your Add-ons Manager. Hot key; (<Control> [Mac=<Command>] <Shift> A)

In the Add-ons Manager, on the left, select Extensions. Remove “ Yahoo “ Anything.

Also remove SafeSearch, SearchAssist Incognito, FileConverter Addon, SearchLock, DiscreteSearch, WebSearch, Findwide Search Engine, securedsearch

Now do the same in the computer’s Programs Folder.

Windows: Start > Control Panel > Uninstall Programs. Mac: Open the Applications folder. Linux: Check your user manual.

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Hi, are you able to go to Help -> Troubleshooting Information? If so, could you copy and paste the "Add-on" section here please?

Can you also try this:

  • Go to Tools -> Web Developer -> Browser Console (not Web Console)
  • Clear it using the trash icon.
  • Then open Tools -> Add-ons and see if any messages / errors appear.

If you do get some appearing, could you copy and paste those here as well please?

Also please could we get a screenshot of the broken add-ons page?

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Just to follow up on my previous comment, if you don't mind, could we get a copy of the whole of the output of Troubleshooting Information? You can use the copy button at the top.

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That didn't help. I'm unable to find Help -> Troubleshooting Information. I did do what you suggested:

Go to Tools -> Web Developer -> Browser Console (not Web Console) Clear it using the trash icon. Then open Tools -> Add-ons and see if any messages / errors appear.

But the add-on screen was still totally blank. No point attaching a screenshot, it was just a totally blank page.

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Can you try typing about:support into the address bar? That should get the same as the troubleshooting page.

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When I type about:support, I get nothing but a hijacked Yahoo search page, copied to clipboard and pasted below.

Yahoo Search Results Yahoo Web Search Yahoo Search Results Yahoo Search query explore with SEARCH

       All
       Images
       Videos 
   Anytime
   Also try:
       about:support firefox, about:support help troubleshooting
   Support | Definition of Support by Merriam-Webster
   www.merriam-webster.com/dictionary/support
   Support definition is - to endure bravely or quietly : bear. How to use support in a sentence. Synonym Discussion of support.
   Support Synonyms, Support Antonyms | Merriam-Webster Thesaurus
   www.merriam-webster.com/thesaurus/support
   Synonyms & Antonyms of support (Entry 1 of 2) 1 a structure that holds up or serves as a foundation for something else if you don't add a couple more supports to that tower of blocks, it's going to fall down
   Use the Troubleshooting Information page to help fix Firefox ...
   support.mozilla.org/en-US/kb/use-troubleshooting... 
   Click the menu button , click Help and select Troubleshooting Information. You will be taken to a page with the address about:support.
   See full list on support.mozilla.org
   Mozilla Firefox "about:support" Page Shows Modified ...
   www.askvg.com/mozilla-firefox-aboutsupport-page...
   Mozilla Firefox “about:support” Page Shows Modified Preferences, Installed Extensions and Other Details in Single Place - Last updated on September 21, 2011 by VG. In Mozilla Firefox, you can tweak lots of settings using hidden "about:config" page. We have posted many Firefox tweaks in past which use this secret settings page.
   People also ask
   What is troubleshooting information?
   How do I fix Firefox issues?
   How do you update Firefox?
   About Support - Mentor Graphics
   www.mentor.com/support/en/about
   About Support Our operational Support procedures have been developed to ensure smooth processes are in place to efficiently deliver your support entitlements and keep your work from being interrupted.
   About | Support @ OLS
   ols-support.cuny.edu/?q=about
   The Office of Library Services provides services, systems, and technical support to the 21 campuses that make up the CUNY consortium. OLS staff manage these services and systems in conjunction with the CUNY library community.
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   Appriss Health product support center. Product Support. If you need specific product support, please choose an option below.
   The world’s homesourcing leader for customer support ...
   www.support.com
   With over 20 years of experience, Support.com is the leader in homesourcing. The company’s proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates.
   Related searches
   about:support firefox	about:support reset firefox
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   12345
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   15,300,000 results
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As to the earlier suggestion to type in about:addons, it gets me nowhere except to a totally blank add-ons manager page.

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When I type about:support a second time into the address space, I get nothing but a blank page:

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Can you try going into safe mode? There is information on how to do that here: https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode#w_how-to-start-firefox-in-safe-mode

Once in safe mode, if you enter about:support, you should be able to get the add-on list. You should hopefully be able to get view about:addons as well.

If you can copy us the add-on's list, that would be really useful for us to investigate what is doing this and stop this happening for other people.

Via about:addons you should be able to disable add-ons and then restart normally, and hopefully your functionality will be restored.

If that doesn't work, we have another idea as well.

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@cor-el: we would really like to get some information out about what's causing this, so we can analyse it and hopefully prevent for other users.

@kraussmich : If the safe mode option doesn't work or you want to try something simpler, try entering "chrome://global/content/aboutSupport.xhtml" into the address bar (without the quotes) - that should get you the troubleshooting page.

"chrome://mozapps/content/extensions/extensions.xhtml" in the address bar should get you the add-on manager.

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OK. I've removed my reply.

Note that you can also open extensions.json in a tab to inspect all installed add-ons.

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Standard8: I started in SafeMode and got the following screen:

Amazon Assistant, Avast Online, Boomerang, Capital One Shopping (formerly Wikibuy) and Enhancer For YouTube had all been enabled as add-ons. Others had not been enabled. What should I do now?

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kraussmichaeli: Thank you. Would you mind providing the IDs for each of those add-ons?

You can find them if you type "about:support" (you probably need to do that in safe-mode again). There is a table for Add-ons. You can also just click "Copy Raw data to clipboard" at the top of the page and paste it here.

Thanks again!

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While in Safe Mode, disable ALL add-ons. Then restart. Is the problem still there?

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FredMcD: Hahaha, I disabled all add-ons, quit then restarted Firefox, then did a search, and it used DuckDuckGo!!! Even though Google was selected in the settings. I then deleted DuckDuckGo from the available browsers for one-click settings, quit and restarted again. Still DuckDuckGo!!

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Did you check the computer’s Programs Folder?


You may have ad/mal-ware. Further information can be found in this article; https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-caused-malware?cache=no

Run most or all of the listed malware scanners. Each works differently. If one program misses something, another may pick it up.

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Chosen Solution

You can try to rename search.json.mozlz4 in the profile folder to searchOLD.json.mozlz4 to see if that has effect. Keep a backup copy in case Standard8 wants to look at this file.

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.

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@FredMcD

The Firefox developers want to investigate this issue to make it possible to take steps like blocking add-ons, so best is not to suggest steps that remove files as long as this is under investigation.

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cor-el: THAT WORKED. I have no idea how, and I don't really want to know. But thank y'all very very much!!

Michael Krauss Six Mile, SC

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You're welcome.

Did you keep a copy of search.json.mozlz4 like I wrote above to make it possible to pass this file to the developers ?

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