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I have both Mozilla Firefox & Internet Explorer installed one my computer, but chose to us Firefox. Several days ago while opening Firefox a screen popped up wh


I have both Mozilla Firefox & Internet Explorer installed one my computer, but chose to us Firefox. Several days ago while opening Firefox a screen popped up which said that my Firefox browser was out of date. I clicked on the box, which said free download. This happened several times and now on my desktop I have Firefox Setup 3.6.13, Firefox Setup 3.6.13.exe, Firefox Setup 3.6.13(2), Firefox Setup 3.6.13(3), Firefox Setup 3.6.13(3).exe, Firefox Setup 3.6.13(4) and I still keep getting the same pop-up screen for a free download of a newer, speedier, more secure version of Firefox. I tried calling Mozilla Corporation in Mountain View, CA; but was unable to speak with anyone. I also got an 800 number (1-800-229-9895) from information and called that number. On the first 800 call the person hung-up. On the second call I spoke to Marv and supposedly got disconnected. On the third call I spoke to Marv again. He informed me that I couldn’t speak to anyone at Mozilla and had to pay $99 to get any help. He also told me that: if I tried to remove the extra Firefox downloads or tried to remove Firefox completely, my computer would crash. I can’t afford the $99 and don’t know what to do next. Can you help me. Jack (Phone number removed by mod).

Modified by Tyler Downer

Additional System Details

This happened

Every time Firefox opened

This started when...

several days ago.

Installed Plug-ins

  • Default Plug-in
  • Adobe PDF Plug-In For Firefox and Netscape "9.5.1"
  • Shockwave Flash 11.1 r102
  • Npdsplay dll
  • DRM Store Netscape Plugin
  • DRM Netscape Network Object


  • User Agent: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv: Gecko/20101203 Firefox/3.6.13

More Information

Tyler Downer
  • Administrator
  • Moderator
1164 solutions 6634 answers

Helpful Reply

Jack, sorry you've been having problems updating firefox. Mozilla does not provide a phone number, and you should never have to pay with support. This website is the official support website for Firefox :)

Go ahead and try doing this: All of those Firefox downloads, delete them. You don't need them and they are old versions. It won't cause your computer to crash, so go ahead and delete them.

Then, open up Internet Explorer (make sure Firefox is closed for this part of the procedure). Go to www.getfirefox.com. click the big download now button. Then click the Run button. The new version of Firefox should download and install. Let me know if that works or not :)

  • Top 10 Contributor
2352 solutions 20830 answers

Helpful Reply

As far as I know, Mozilla doesn't have any paid support service. There are lots of other companies that advertise paid support for desktop software including Firefox. Maybe you called one of those other providers??

Anyway, I suggest dragging all those exe files on your desktop to the recycle bin. They are all out of date.

Before upgrading, have you considered making a backup? Your bookmarks and other Firefox settings should be safe during an upgrade, but better safe than sorry. This article describes how you can back up: Backing up your information. For example, you can copy your entire Firefox profile folder somewhere outside of the Mozilla folder.

To get the latest Firefox, you can try either of these:

(1) Help > Check for Updates - this should work automatically

(2) Download the installer for Firefox 12 from http://www.mozilla.org/firefox (green button) to a convenient location, then double-click to launch it (Firefox needs to be closed)

After you see Firefox 12, the user interface will look different. For tips on how to restore features you miss from Firefox 3.6, you can ask questions here. For a little advance reading, check out this article: Make Firefox 4+ Look Like FF 3.6 | Computer Tech Tips.