Sorry to hear about this problem. During the Reset/Refresh, did Windows create this folder:

C:\Windows.old

If so, that's usually a temporary folder which gets deleted after 28 days.

Turn on viewing of hidden files and folders --

https://support.microsoft.com/en-us/windows/view-hidden-files-and-folders-in-windows-97fbc472-c603-9d90-91d0-1166d1d9f4b5

-- and explore up the path to

C:\Windows.old\Users\<username>\AppData/Roaming\Mozilla\Firefox

Is there data there? If so, we can suggest how to restore this to the new locations.

Sorry to hear about this problem. During the Reset/Refresh, did Windows create this folder: C:\Windows.old If so, that's usually a temporary folder which gets deleted after 28 days. Turn on viewing of hidden files and folders -- https://support.microsoft.com/en-us/windows/view-hidden-files-and-folders-in-windows-97fbc472-c603-9d90-91d0-1166d1d9f4b5 -- and explore up the path to C:\Windows.old\Users\<username>\AppData/Roaming\Mozilla\Firefox Is there data there? If so, we can suggest how to restore this to the new locations.

Hi, thanks for replying - I noticed there is a folder called C:/Windows.old but when I go to open the files inside of it, they are all empty

Hmm, I'm not sure what you mean by the files being empty. What files did you look at?

Hmm, I'm not sure what you mean by the files being empty. What files did you look at?

Thank you so much for replying back. Sorry, maybe files was the wrong word, folders maybe better? I saw the folder C:\Windows.old, I clicked on it (I also did what you said about showing the hidden folders etc.), the next folder available after that is 'users' which I clicked on, then the next three folders available after that were 'default', 'kelsi' (my name) & 'public'. I clicked on the folder with my name & it opens with more folders titled 'AppData' (which has numerous folders within it), 'favorites', 'links', 'OneDrive', 'searches' & a standalone file called 'NTUSER.DAT'. Only 'searches' & 'AppData' have more folders & files in them, the rest say they are empty. Sorry for the confusion (I'm not the most tech savvy - I've definitely learnt my lesson the hard way from this!)

Hmm, I'm not sure what you mean by the files being empty. What files did you look at?

Oh, I missed this part: C:\Windows.old\Users\<username>\AppData/Roaming\Mozilla\Firefox Sorry I didn't see it in my panic - okay I've got that far in my folders now.

Hmm, I'm not sure what you mean by the files being empty. What files did you look at?

Oh, I missed this part: C:\Windows.old\Users\<username>\AppData/Roaming\Mozilla\Firefox Sorry I didn't see it in my panic - okay I've got that far in my folders now.

So under

C:\Windows.old\Users\<username>\AppData\Roaming\Mozilla\Firefox

there should be a Profiles folder. In the Profiles folder would usually be at least two subfolder with a partially randomized name. The one ending with .default-release typically would be the most used, unless you triggered Firefox to create a new profile. If you check within the profile folders, in their bookmarkbackups folder, can you identify the most recent profile (the creation dates are coded into the file names)?

So under C:\Windows.old\Users\<username>\AppData\Roaming\Mozilla\Firefox there should be a Profiles folder. In the Profiles folder would usually be at least two subfolder with a partially randomized name. The one ending with .default-release typically would be the most used, unless you triggered Firefox to create a new profile. If you check within the profile folders, in their bookmarkbackups folder, can you identify the most recent profile (the creation dates are coded into the file names)?

Thanks for replying. Yes, I see bookmarkbackups. The most recent one in the title says 2025-04-26 which is the day things got deleted but the modified date is from last year. I guess it would be the one before that?

So under C:\Windows.old\Users\<username>\AppData\Roaming\Mozilla\Firefox there should be a Profiles folder. In the Profiles folder would usually be at least two subfolder with a partially randomized name. The one ending with .default-release typically would be the most used, unless you triggered Firefox to create a new profile. If you check within the profile folders, in their bookmarkbackups folder, can you identify the most recent profile (the creation dates are coded into the file names)?

Hi, I just wanted to say thank you for helping so far. I was pointed in the direction to this post (https://support.mozilla.org/en-US/questions/1321847) & followed that (it's your response so you still solved my problem ... just on a different post from a different user's post! :D). But thank you again for you patience & pointing me in the right direction. Have a great day!