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URGENT - Firefox frozen by malware webpage

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Can ANYONE help please?!?

I clicked on a link in Google search and a webpage opened clearly with a malware. Unfortunately, my Bitdefender Total Security did not stop it - which means it is not as good as its developers claim it is.

The webpage opened several dialogue windows such as a login window asking to Cancel to continue; a colour picker, user account etc.. I can't close them, can't click on anything in the browser, everything, all menus etc is completely frozen. Of course, I will not click on any of those windows as it could be a virus or ransomware or something.

I had to close the browser via Task Manager. I have restarted my PC few times, shut it down and reopened it - didn't help. The moment I open Firefox that malware is there. I opened Firefox in a safe mode - no change. I tried to do system restore - it didn't complete - saying that there was a file it could not access in the restore, so nothing was changed. It looks like this malware is preventing system restore. My PC is new - bought only two months ago. I have Windows 10 pro.

I can use other browsers like Chrome, but Firefox is my main browser with hundreds of bookmarks I use daily and many new ones from my research. I can't lose them.

I can't even refresh Firefox as I can't click on ANYTHING in the browser.

When I try to close those malware windows, they open a new full screen page to cover the taskbar - luckily I have two screens.

Could someone please help me recover my Firefox ASAP without losing my bookmarks. If I uninstall it and then reinstall - I will lose them all.

Also - I believe that Firefox as an inbuilt website protection to block this sort of malware websites from opening - so, where was this protection??

Are people (Firefox support) aware of this type of malware and how to fix it?


All Replies (5)

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Hi, if you are able to, open the 3-bar menu > Add-ons > Extensions, and look for/remove/disable anything you don't recognise.

You can also check your Firefox Desktop shortcut for corruption: Right click on it > Properties, and in Target, make sure there is no sign of anything other than Firefox. If there is, delete that part of it. Or if it's easier, you can just delete it and recreate a new shortcut. More: Wrong home page opens when I start Firefox - How to fix.

Another thing you can do, is to search for the malware in your PC's search box and programs - look for any recently installed programs that you don't recognise.

Try a Clean Reinstall; this means you remove your Firefox program files and then reinstall Firefox. This process does not remove your Firefox profile data (such as bookmarks and passwords), since that information is stored in a different location (AppData). With Firefox closed, use another browser to download Firefox from and save the file to somewhere convenient on your computer.

Now delete the Firefox installation folder which should be in one of the following locations -

C:\Program Files\Mozilla Firefox C:\Program Files (x86)\Mozilla Firefox

You can now double click the file you previously downloaded to install Firefox.

You can try these free programs to scan for malware, which work with your existing antivirus software:

Further information can be found in the Troubleshoot Firefox issues caused by malware article.

Did this fix your problems? Please report back to us. Thank you!

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thanks for your reply. The malware was on one specific webpage which froze (hijacked) the whole browser.

I was able to access the Refresh Firefox option in a dialogue window which had opened somehow - so I restarted Firefox. My bookmarks were saved, I only had to redo my browser settings.

This was a very nasty malware - I got it last year, exactly the same one. It sits on some popular webpages that you are likely to open from the Google link. I'm positive that if I clicked on one of those windows it opened, it would release a ransomware.

Last year it went away after restarting my PC. The hackers must have updated it as this time only restarting the browser has got rid of it.

What happened with the malware protection apparently inbuilt in Firefox? How come the browser and my Bitdefender have completely missed it?


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Ah OK. Install uBlock Origin, it is known to be good at preventing that happening

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thanks for the link - but when I read the reviews they talk about ad blocking.

Will it detect a malware webpage and stop it from loading?

Also, does it work only on incoming webpages or also on outgoing i.e. will it block any content (not ads) on my website from people visiting my site?

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Hi again

On a related issue - my Firefox account.

When I wanted to sign in to sort out the malware issue, Firefox has pre-populated the form with one of my email addresses with which I created a password and set up an account as I was in a hurry.

I now tried to change my email address associated with this account, but when I entered it in the account settings, it said that this account already exists. I then recalled that I already have an account with that email address - to which I'd like to revert.

How can I retain this conversation thread in my other account if I delete this one (to keep just one)?