Hello,

In order to better assist you with your issue please provide us with a screenshot. If you need help to create a screenshot, please see How do I create a screenshot of my problem?

Once you've done this, attach the saved screenshot file to your forum post by clicking the Browse... button below the Post your reply box. This will help us to visualize the problem.

Thank you!

Did you try to do a clean install of the latest Firefox version once again and delete the Firefox program folder?

You can check for problems with preferences and try to rename or delete the prefs.js file and possible numbered prefs-##.js files and a possible user.js file to reset all prefs to the default values.

• http://kb.mozillazine.org/Preferences_not_saved
• http://kb.mozillazine.org/Resetting_preferences

Hello Cor-el

Thank you for replying to my post but having looked at the information in the links you provided, I notice it says resetting or deleting my preference file will also delete my Thunderbird mail account settings, which I can't do otherwise I will lose my email account. Can you suggest a more straight forward way of fixing my issue, doing another clean install doesn't seem to have any effect as I had a recent error with it updating which has swaped one problem for another.

Thank you.

Hello iamjayakumars

Thank you for replying to my post I will try and do a screenshot the next time the error box pops up. My only question is once I have pasted my screenshot how do I save the image as a PNG file, you will have to guide me as I've never done that before ?.

Thank you.

Hello iamjayakumars

Please find below the screenshot I made of my error box, I hope this will tell you what you need to know in order to help me solve my issue I can't tell you any more than the image, I just hope it's enough to solve it, if you need to know anything else please contact me again. I will await your post. P.S if there is a problem with the screenshot please let me know and I will try again.

Jumbochick

Do a clean reinstall and delete the Firefox program folder before reinstalling a fresh copy of Firefox.

Download a fresh Firefox copy and save the file to the desktop.

• Firefox 20.0.x: http://www.mozilla.org/en-US/firefox/all.html

Uninstall your current Firefox version, if possible, to cleanup the Windows registry and settings in security software.

• Do NOT remove personal data when you uninstall your current Firefox version, because all profile folders will be removed and you will also lose your personal data like bookmarks and passwords from profiles of other Firefox versions.

Remove the Firefox program folder before installing that newly downloaded copy of the Firefox installer.

• It is important to delete the Firefox program folder to remove all the files and make sure that there are no problems with files that were leftover after uninstalling.
• http://kb.mozillazine.org/Uninstalling_Firefox

Your bookmarks and other profile data are stored in the Firefox profile folder and won't be affected by an uninstall and (re)install, but make sure that "remove personal data" is NOT selected when you uninstall Firefox.

If you keep having problems then also create a new profile.

• http://kb.mozillazine.org/Profile_folder_-_Firefox
• http://kb.mozillazine.org/Profile_backup

• http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Clean_reinstall

Hello Cor-el

Thanks for replying to my post but I have already done this the last time we spoke, when I encountered another kind of error. I seem to have swapped one kind of error box for another, it took me forever to find the right folder to delete the last time. As I'm not all that good with computers I find everything you have written like reading Chinese. I am beginning to wonder if somehow I did the uninstall then reinstall wrong the last time. Is there anything else I can do without having to do the uninstall again ? Also I haven't got a clue on how to create a new profile folder.

Did you see the screenshot I made !! above under the post to iamjayakumars it might help ?

Jumbochick

If files already have been downloaded then remove the files in the updates and updates\0 folder.

You can also delete active-update.xml and possibly updates.xml (this will clear the update history).

• http://kb.mozillazine.org/Updates_reported_when_running_newest_version
• http://kb.mozillazine.org/Software_Update (Software Update not working properly)

C:\Users\<user>\AppData\Local\Mozilla\Firefox\Mozilla Firefox\updates
(%LOCALAPPDATA%\Mozilla\Firefox\Mozilla Firefox)

Hi Cor-el

I'm sorry to have to say but once again I can't find these folders on my computer, I'm definately no computer whizz and haven't got a clue where computers are concerned. To be quite honest I'm getting a little frustrated with all this and can't seem to find an answer to it. Although your posts are helpful I don't understand a lot of it and as I have said before you need to put the information down in step by step form for me to follow. Below is a screenshot of the error box that keeps popping up I hope you find it useful in helping me.

I was about to stop using Firefox because I'm sick of this flashing pop ups that are annoying, stating that firefox browserneeds to be updated, once you install it, there are tool bars, a program call optimize and then your computer starts crashing. Then the so called computer doctor wants you to pay money to fix your computer. When purchasing my computer I thought it would be mine but everyone has control of it. SO SICK AND TIRED!!

What, where did you download firefox from?

Firefox (the official download) doesnt include any other programs or "computer doctors" you describe.

Hi lyndystar

I too got so fed up with this error popping up just when your in the middle of something, I ended up having to pay a computer technician to sort it out (which I could ill afford). Hopefully he has managed to fix it but I wont hold my breath just yet, as usually things go pear shaped for me. Sorry I can't be of any use helping you out as I am clueless with anything like this, that's why I posted the question in hopes I could fix it myself but to no avail.

I wanted to say that I've been having this exact same problem myself. I downloaded the last update from the official site. I'm not good with computer lingo either and I think this problem began with the latest update. Very frustrating.

Hi aresnz

I know how very frustrating it is especially with this never ending error message that pops up. I had to surrender in the end and ended up paying a computer technician to fix it for me, as no matter how many solutions were posted none seemed to work. I too downloaded the lastest update but it made no difference what so ever and I had the same error message over more than one update. I wish Mozilla would get things right before making us update then we wouldn't have these kind of problems. Hope you get yours solved very soon.

Thank you Jumbochick I appreciate your reply. The good thing is I know it's not something I did or saved causing this. BUT very frustrating that Mozilla Firefox doesn't come out with an update to fix this problem. I may have to do the same thing as you.

Do a clean reinstall and delete the Firefox program folder before (re)installing a fresh copy of the current Firefox release.

Download a fresh Firefox copy and save the file to the desktop.

• Firefox 23: http://www.mozilla.org/en-US/firefox/all.html

Uninstall your current Firefox version, if possible, to cleanup the Windows registry and settings in security software.

• Do NOT remove personal data when you uninstall your current Firefox version, because all profile folders will be removed and you lose personal data like bookmarks and passwords from profiles of other Firefox versions.

Remove the Firefox program folder before installing that newly downloaded copy of the Firefox installer.

• (32 bit Windows) "C:\Program Files\Mozilla Firefox\"
• (64 bit Windows) "C:\Program Files (x86)\Mozilla Firefox\"

• It is important to delete the Firefox program folder to remove all the files and make sure that there are no problems with files that were leftover after uninstalling.
• http://kb.mozillazine.org/Uninstalling_Firefox

Your bookmarks and other personal data are stored in the Firefox profile folder and won't be affected by an uninstall and (re)install, but make sure that "remove personal data" is NOT selected when you uninstall Firefox.

• http://kb.mozillazine.org/Profile_folder_-_Firefox
• http://kb.mozillazine.org/Profile_backup

• http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Clean_reinstall

You may also need to reset all preferences in case some are corrupted.
Rename or delete the prefs.js file and possible numbered prefs-##.js files and a possible user.js file to reset all prefs to the default value.

• http://kb.mozillazine.org/Preferences_not_saved
• http://kb.mozillazine.org/Resetting_preferences

Cor-el Thanks for your reply. I'm not very computer literate...with my luck I'd delete the stuff I'm not supposed to. LOL May have a friend who knows about computers better than I do attempt all this.

Thanks for the info.