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Support forum password reset email not received...


I'm trying to login to the support forums. I have my user name, rsmith79. What I thought was my password apparently isn't. I tried multiple times to get a password reset email sent to me but I haven't received one. And yes, I'm using the correct email address to request one. I was stuck having to create this new account. I want to get access to my old account. Please help.

Modified by Newaccount

Chosen solution

Java issue has been resolved and I have nothing by the name of giant savings. Microsoft Scanner thing only found one file, I forgot what it was but it was removed. Everything seems to be running ok and not crashing (knock on wood) for now. :)

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Installed Plug-ins

  • Shockwave Flash 11.6 r602
  • Next Generation Java Plug-in 10.15.2 for Mozilla browsers
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • Adobe PDF Plug-In For Firefox and Netscape "9.5.4"
  • Adobe PDF Plug-In For Firefox and Netscape "9.5.3"
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  • 5.1.10411.0
  • 2.1
  • PlayStation(R)Network Downloader Check Plug-in
  • CANON iMAGE GATEWAY Album Plugin Utility Module


  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:19.0) Gecko/20100101 Firefox/19.0

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  • Top 25 Contributor
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622 solutions 8019 answers

Helpful Reply

Have we got a password reset feature now then ?
I had not noticed !

You only seem to have made one other post /questions/816588, but that is now old and unanswered and was closed by this forums automated systems. (Previous profile link rsmith79 & current )

Have you got any other questions you need answering ?

Modified by John99

Question owner

Hi, thanks for the reply. My old account is already confirmed. I already tried the resend confirmation link. The link I was referring to is the 'my password isn't working' link at the top of the list of 'Login problems?'. I clicked on that and this asks for the email address in order to send instructions for setting a new password. I never received any instructions after submitting my address. This is what I want to do, recover my old account by resetting the password. This new account I had to create using a friend's email address because the old account already exists with my address and it wouldn't let me make a new one with my address. Make sense? I want to utilize MY account because I am having problems with Firefox on my desktop crashing a lot BUT I want to gain access to my old account first so I can get replies and such sent to my email address.

  • Top 25 Contributor
  • Moderator
622 solutions 8019 answers

Hi, again. Sorry for the delay in getting back to you.

OK lets try to workout the problem and at the same time sort out the account.

You do not need email to track your posts and threads. Instead use these links:

Crashes Windows 8 and maybe some Windows 7 machines with certain AMD Radeon graphics have been crashing, a very recent Firefox update fx19.01 should have fixed that. Try to ensure your Firefox is fully updated. If you do get crashes still provide a couple of recent Crash IDs

Account reset
You will need one of the Admins to try to sort that out for you.
Start a thread in this forum /forums/contributors (in full https://support.mozilla.org/en-US/for.../contributors ) In front of the title add [Attn Admin]

Question owner

Ok, thanks. Here are my most recent reports oldest to newest.


Modified by cor-el

  • Top 25 Contributor
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622 solutions 8019 answers


Sorry not at present much time to look in detail but glancing at related bug reports linked from your last three reports two probable and no doubt related issues.

  1. malware or bad add-ons
  2. session restore problems.

So quick answer, initial tentative suggestions Unfortunately this is unlikely to have a quick and simple fix.

Please read the articles, try the suggestions,and post back with how you get on

For forum cross referencing purposes related bugs

  • Bug 511135 - crash in AppendUTF8toUTF16 during startup due to large sessionstore.js
  • Bug 836263 - crash in AppendUTF8toUTF16 or AppendUTF16toUTF8 with abort message: "OOM: file e:\builds\moz2_slave\rel-m-rel-w32-bld\build\obj-firefox\dist\include\nsTSubstring.h, line 529" mainly with Giant Savings
  • Bug 837497 - OOM crash in pref_savePref mainly with Giant Savings Sometimes a problem with Firefox may be a result of malware installed on your computer, that you may not be aware of.

standard reply about malware:

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

Microsoft Security Essentials is a good permanent antivirus for Windows 7/Vista/XP if you don't already have one.

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

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

rsmith79 1 solutions 3 answers

Ok, now that I got my proper account back, I can focus on the reason I needed to come here in the first place lol. So far I checked on the sessionstore.js and I only have one instance and a sessionstore.bak. Microsoft Security Scanner is currently scanning and in my Firefox plugins, there are a few that need updating so I'm doing that now. The only Add-on that has an exclamation warning is Java Platform SE 7 U15 so that may be the cause of my problems. :)

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The Java plugin is not malware, but it is something that should only be used when absolutely necessary.It is something that seems to keep repeatedly having security issues. See for instance this article and links it contains

  • Top 25 Contributor
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191 solutions 1966 answers

The bug reports associated with your crash reports refer to a "Giant Savings" add-on (Firefox extension), which is apparently malware. You can try removing it from Firefox via the Add-ons Manager Extensions list (see Disable or remove Add-ons) but the malware may still be in your system so also check in Windows Control Panel and remove "Giant Savings", if found, from the list of installed programs. See http://windows.microsoft.com/en-US/windows7/Uninstall-or-change-a-program for help with that.

You should also run ALL of the malware removal tools in the Troubleshoot Firefox issues caused by malware article, to get rid of the rest of it

rsmith79 1 solutions 3 answers

Chosen Solution

Java issue has been resolved and I have nothing by the name of giant savings. Microsoft Scanner thing only found one file, I forgot what it was but it was removed. Everything seems to be running ok and not crashing (knock on wood) for now. :)

  • Top 25 Contributor
  • Moderator
622 solutions 8019 answers

Lets hope whatever you found and removed has resolved the problem. Hopefully you scanned with more than just the MS scanner.