X
Tap here to go to the mobile version of the site.

Support Forum

Problems with latest Firefox versions

Posted

I have used Firefox for many years and am always current, as I am with Windows 10, but the last few updates have caused major problems:

1. At times I get a red screen Firefox Critical Error which usually locks up my PC. Sometimes I can free it up with Cntl/Alt/Del, but sometimes I cannot even shut down, have to physically unplug the PC. The screen says to call a phone number for Microsoft support, but this is a 3rd-party company selling software which has somehow compromised Firefox. I reported this before but no one seems to be doing anything about it.

2.Although I have checked Block pop-up windows under Permissions, I now get suspicious pop-up windows the first time I click on many web pages. If I immediately close these, I can then use the page fine. Is there something else I need to do to block these pop-ups?

I have used Firefox for many years and am always current, as I am with Windows 10, but the last few updates have caused major problems: 1. At times I get a red screen Firefox Critical Error which usually locks up my PC. Sometimes I can free it up with Cntl/Alt/Del, but sometimes I cannot even shut down, have to physically unplug the PC. The screen says to call a phone number for Microsoft support, but this is a 3rd-party company selling software which has somehow compromised Firefox. I reported this before but no one seems to be doing anything about it. 2.Although I have checked Block pop-up windows under Permissions, I now get suspicious pop-up windows the first time I click on many web pages. If I immediately close these, I can then use the page fine. Is there something else I need to do to block these pop-ups?

Chosen solution

I finally got up the courage to follow some of your advice and installed the add-ons AdBlock and Privacy Badger. I also disabled one called MapsTrek which was somehow added to my Firefox (I didn’t do it). Anyway, those changes seem to have solved the problem.

Thanks so much for your help.

Barry Jedrick

Read this answer in context 0
FredMcD
  • Top 10 Contributor
4220 solutions 58899 answers

. Whenever you get a message / popup like that;

DO NOT USE ANY OF THE PROVIDED LINKS OR ANY PHONE NUMBERS ! !

Such messages are only Spam that could lead you to Fake Support. Not only can they damage or hack your system, they charge you to do so.

You can report such a site at; Google Report Phishing Page {web link} which is the same when done while on site by going to Help > Report Web Forgery

Help us safeguard Mozilla’s trademarks by reporting misuse {web link}

. '''Whenever you get a message / popup like that;''' <u>'''DO NOT USE ANY OF'''</u> <u>'''THE PROVIDED LINKS'''</u> <u>'''OR ANY PHONE NUMBERS ! !'''</u> Such messages are only '''Spam''' that could lead you to '''Fake Support.''' Not only can they damage or hack your system, they charge you to do so. You can report such a site at; '''[http://www.google.com/safebrowsing/report_phish/ Google Report Phishing Page]''' {web link} which is the same when done while on site by going to '''Help > Report Web Forgery''' '''[http://www.mozilla.org/en-US/legal/fraud-report/ Help us safeguard Mozilla’s trademarks by reporting misuse]''' {web link}
FredMcD
  • Top 10 Contributor
4220 solutions 58899 answers

A way out of a trap page is to (force it if needed) Close Firefox. Wait about 20 seconds for Firefox to finish closing. Right-click on the Firefox icon and select Open New Window. +++++++++++++++++++++++++++++++++ Sometimes this works. If it opens, close it by Menu > File > Exit. This will flush out that web page from the Session Store.


Go to the Mozilla Add-ons Web Page {web Link} (There’s a lot of good stuff here) and search for a good ad / pop-up blocker.

A way out of a trap page is to (force it if needed) '''Close Firefox. ''' Wait about 20 seconds for Firefox to finish closing. Right-click on the Firefox icon and select '''Open New Window. ''' +++++++++++++++++++++++++++++++++ Sometimes this works. If it opens, close it by '''Menu > File > Exit. ''' This will flush out that web page from the '''Session Store. ''' ---------------- Go to the [https://addons.mozilla.org/en-US/firefox/ Mozilla Add-ons Web Page] {web Link} (There’s a lot of good stuff here) and search for a good ad / pop-up blocker.

Question owner

Thanks, that helps - but why doesn't anyone in Mozilla tech support resolve these problems. They only started recently, so something in Firefox needs to be fixed.

Thanks, that helps - but why doesn't anyone in Mozilla tech support resolve these problems. They only started recently, so something in Firefox needs to be fixed.
James
  • Moderator
1594 solutions 11226 answers

Bjedrick said

1. At times I get a red screen Firefox Critical Error which usually locks up my PC. Sometimes I can free it up with Cntl/Alt/Del, but sometimes I cannot even shut down, have to physically unplug the PC. The screen says to call a phone number for Microsoft support, but this is a 3rd-party company selling software which has somehow compromised Firefox. I reported this before but no one seems to be doing anything about it. 2.Is there something else I need to do to block these pop-ups?

1. This is a scam targeting Windows users as you can get this by way of malvertising Ads of some sites. Worst case is your Windows is infected with some form of malware that is doing this.

One thing to try is using the ESC key then you may be able to close the Tab with Middle-click or X on tab or Ctrl + W

2. An ad blocker extension can help such as uBlock Origin.


Bjedrick said

They only started recently, so something in Firefox needs to be fixed.

Not necessarily a problem in Firefox 63.0.x as other people would be reporting similar concerns if it really was the case.

''Bjedrick [[#question-1241579|said]]'' <blockquote> 1. At times I get a red screen Firefox Critical Error which usually locks up my PC. Sometimes I can free it up with Cntl/Alt/Del, but sometimes I cannot even shut down, have to physically unplug the PC. The screen says to call a phone number for Microsoft support, but this is a 3rd-party company selling software which has somehow compromised Firefox. I reported this before but no one seems to be doing anything about it. 2.Is there something else I need to do to block these pop-ups? </blockquote> 1. This is a scam targeting Windows users as you can get this by way of malvertising Ads of some sites. Worst case is your Windows is infected with some form of malware that is doing this. One thing to try is using the '''ESC''' key then you may be able to close the Tab with Middle-click or X on tab or Ctrl + W 2. An ad blocker extension can help such as [https://addons.mozilla.org/en-US/firefox/addon/ublock-origin/ uBlock Origin]. ''Bjedrick [[#answer-1175634|said]]'' <blockquote> They only started recently, so something in Firefox needs to be fixed. </blockquote> Not necessarily a problem in Firefox 63.0.x as other people would be reporting similar concerns if it really was the case.

Modified by James

Question owner

That was an excellent response, and I may try the add-on you suggested someday, but I am always reluctant to add software to my PC. For now I will try the other person's suggestion to report the pop-up websites to Help/ Report Web Forgery or to Google (although I do not understand what Google has to do with Firefox).

I believe this is a Firefox problem, not Windows. I have never had this problem before a recent Firefox release, I have both Windows Defender and McAfee virus protection running,

Also, why do I still get popups when I have Block popups set in Firefox?

Another curious thing is that I have 2 PCs, 1 with Windows Pro and 1 with Windows Home, and these problems only occur on the Pro PC. Also, I reported the Firefox Critical Error to Microsoft as well as Firefox, but found Windows was fine once I ended Firefox.

Don't know what has changed in Firefox, but these are definitely Firefox problems.

That was an excellent response, and I may try the add-on you suggested someday, but I am always reluctant to add software to my PC. For now I will try the other person's suggestion to report the pop-up websites to Help/ Report Web Forgery or to Google (although I do not understand what Google has to do with Firefox). I believe this is a Firefox problem, not Windows. I have never had this problem before a recent Firefox release, I have both Windows Defender and McAfee virus protection running, Also, why do I still get popups when I have Block popups set in Firefox? Another curious thing is that I have 2 PCs, 1 with Windows Pro and 1 with Windows Home, and these problems only occur on the Pro PC. Also, I reported the Firefox Critical Error to Microsoft as well as Firefox, but found Windows was fine once I ended Firefox. Don't know what has changed in Firefox, but these are definitely Firefox problems.
FredMcD
  • Top 10 Contributor
4220 solutions 58899 answers

Bjedrick said

I have both Windows Defender and McAfee virus protection running,

Not all anti-virus can stop malware.

Also, why do I still get popups when I have Block popups set in Firefox?

A pop-up blocking add-on is always getting updates while Firefox is only updated once in a while.

. . . and these problems only occur on the Pro PC

It is likely that system was infected.

You may have ad/mal-ware. Further information can be found in this article; https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-caused-malware?cache=no

Run most or all of the listed malware scanners. Each works differently. If one program misses something, another may pick it up.

Don't know what has changed in Firefox, but these are definitely Firefox problems.

It's a problem for all computer systems as viruses go looking to make problems on anything that they can reach.

''Bjedrick [[#answer-1175677|said]]'' <blockquote> I have both Windows Defender and McAfee virus protection running, </blockquote> Not all anti-virus can stop malware. <blockquote> Also, why do I still get popups when I have Block popups set in Firefox? </blockquote> A pop-up blocking add-on is always getting updates while Firefox is only updated once in a while. <blockquote> . . . and these problems only occur on the Pro PC </blockquote> It is likely that system was infected. You may have ad/mal-ware. Further information can be found in this article; https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-caused-malware?cache=no Run most or all of the listed malware scanners. Each works differently. If one program misses something, another may pick it up. <blockquote> Don't know what has changed in Firefox, but these are definitely Firefox problems. </blockquote> It's a problem for all computer systems as viruses go looking to make problems on anything that they can reach.

Question owner

Thank you for all your good suggestions. I should have mentioned that I am a novice PC user and am afraid to add any software myself which is not part of the product. I pay a technician to do that stuff, and since I am a senior citizen on a fixed income, I have to budget for that. For now, I will just report the popups on the Help link you provided.

Who knows, perhaps Firefox will eventually come out with a release which actually blocks pup-ups when you specify in the options that you want them blocked.

Thanks again.

Thank you for all your good suggestions. I should have mentioned that I am a novice PC user and am afraid to add any software myself which is not part of the product. I pay a technician to do that stuff, and since I am a senior citizen on a fixed income, I have to budget for that. For now, I will just report the popups on the Help link you provided. Who knows, perhaps Firefox will eventually come out with a release which actually blocks pup-ups when you specify in the options that you want them blocked. Thanks again.
FredMcD
  • Top 10 Contributor
4220 solutions 58899 answers

Sorry we could not be of more help.

Sorry we could not be of more help.
James
  • Moderator
1594 solutions 11226 answers

FredMcD said

Bjedrick said
Also, why do I still get popups when I have Block popups set in Firefox?

A pop-up blocking add-on is always getting updates while Firefox is only updated once in a while.

Those extensions on AMO that you think are popup blockers are not as they just add to the built in popup blocker in Firefox.

''FredMcD [[#answer-1175713|said]]'' <blockquote> ''Bjedrick [[#answer-1175677|said]]'' <blockquote> Also, why do I still get popups when I have Block popups set in Firefox? </blockquote> A pop-up blocking add-on is always getting updates while Firefox is only updated once in a while. </blockquote> Those extensions on AMO that you think are popup blockers are not as they just add to the built in popup blocker in Firefox.

Chosen Solution

I finally got up the courage to follow some of your advice and installed the add-ons AdBlock and Privacy Badger. I also disabled one called MapsTrek which was somehow added to my Firefox (I didn’t do it). Anyway, those changes seem to have solved the problem.

Thanks so much for your help.

Barry Jedrick

I finally got up the courage to follow some of your advice and installed the add-ons AdBlock and Privacy Badger. I also disabled one called MapsTrek which was somehow added to my Firefox (I didn’t do it). Anyway, those changes seem to have solved the problem. Thanks so much for your help. Barry Jedrick
jscher2000
  • Top 10 Contributor
8632 solutions 70597 answers

Bjedrick said

I also disabled one called MapsTrek which was somehow added to my Firefox (I didn’t do it).

Hi Barry, unknown extensions can creep in when you install other software, so while the symptoms have abated for now, you may want to dig into that a little more deeply when time permits:

(1) Open the Windows Control Panel, Uninstall a Program.

After the list loads, click the "Installed on" column heading to group the infections, I mean, additions, by date. This can help in smoking out undisclosed bundle items that snuck in with some software you agreed to install. Be suspicious of everything you do not recognize/remember, as malware often uses important or innocent sounding names to discourage you from removing it.

Take out as much trash as possible here. If you're not sure, feel free to post program names or a screenshot of the list.

(2) Open Firefox's Add-ons page using either:

  • Ctrl+Shift+a (Mac: Command+Shift+a)
  • "3-bar" menu button (or Tools menu) > Add-ons
  • type or paste about:addons in the address bar and press Enter/Return

In the left column of the Add-ons page, click Extensions.

Then cast a critical eye over the list on the right side. Any extensions Firefox installs for built-in features are hidden from this page, so everything listed here is your choice (and your responsibility) to manage. Anything suspicious or that you just do not remember installing or why? If in doubt, disable (or remove).

Any improvement?

(3) You can search for remaining issues with the scanning/cleaning tools listed in this support article: Troubleshoot Firefox issues caused by malware. These on-demand scanners are free and take considerable time to run. If they finish quickly and especially if they require payment, you may have a serious infection. I suggest the specialized forums listed in the article in that case.

Hopefully that will flush anything on your system and in your Firefox that could rear its ugly head, er, popup...

''Bjedrick [[#answer-1179980|said]]'' <blockquote>I also disabled one called MapsTrek which was somehow added to my Firefox (I didn’t do it). </blockquote> Hi Barry, unknown extensions can creep in when you install other software, so while the symptoms have abated for now, you may want to dig into that a little more deeply when time permits: <p>(1) Open the Windows <strong>Control Panel</strong>, Uninstall a Program.</p> <p>After the list loads, click the "Installed on" column heading to group the infections, I mean, additions, by date. This can help in smoking out undisclosed bundle items that snuck in with some software you agreed to install. <em>Be suspicious of everything you do not recognize/remember, as malware often uses important or innocent sounding names to discourage you from removing it.</em></p> <p>Take out as much trash as possible here. If you're not sure, feel free to post program names or a screenshot of the list.</p> (2) Open Firefox's <strong>Add-ons page</strong> using either: * Ctrl+Shift+a (Mac: Command+Shift+a) * "3-bar" menu button (or Tools menu) > Add-ons * type or paste '''about:addons''' in the address bar and press Enter/Return In the left column of the Add-ons page, click Extensions. Then cast a critical eye over the list on the right side. Any extensions Firefox installs for built-in features are hidden from this page, so everything listed here is your choice (and your responsibility) to manage. Anything suspicious or that you just do not remember installing or why? If in doubt, disable (or remove). Any improvement? <p>(3) You can search for remaining issues with the <strong>scanning/cleaning tools</strong> listed in this support article: [[Troubleshoot Firefox issues caused by malware]]. These on-demand scanners are free and take considerable time to run. If they finish quickly and especially if they require payment, you may have a serious infection. I suggest the specialized forums listed in the article in that case.</p> Hopefully that will flush anything on your system and in your Firefox that could rear its ugly head, er, popup...
FredMcD
  • Top 10 Contributor
4220 solutions 58899 answers

It’s very sad, but many software downloaders/ installers will trick you into installing not only their program, but other programs as well.

You have heard of the fine print in shady contracts, right? Well, some installers you need to look at the itsy bitsy teeny weeny fine print.

You are thinking you are giving the installer permission to install the program you want by using the recommended option. But if you use the Manual Option Instead, you discover all kinds of stuff that you do not even know what it is or what it does.

From now on, everyone needs to Use The Manual Option to put a stop to this.

Note that these programs can also change browser/computer settings.

It’s very sad, but many software downloaders/ installers will trick you into installing not only their program, but '''other programs as well. ''' You have heard of the '''fine print in shady''' '''contracts, ''' right? Well, some installers you need to look at the '''itsy bitsy teeny weeny fine print. ''' You are thinking you are giving the installer permission to install the program you want by using the '''recommended''' option. But if you use the '''Manual Option Instead, ''' you discover all kinds of stuff that '''you do not even know what it is or what it does. ''' From now on, everyone needs to '''Use The Manual Option''' to put a stop to this. '''Note''' that these programs can also change browser/computer settings.
mwelbaum 0 solutions 6 answers

My Wn10 PC has been hit multiple times with this Red Screen lock-out symptom. In addition, I have had another lock-out that has an audio warning and the double authentication warning. I have images from both situations.

On either/both situation, my only successful solution has been to close Firefox. This is not always easy because my system has been "captured" by the bad guys.

Another issue- related? EVERY TIME I click anywhere in a fresh, new tab, ANOTHER tab opens up - so far these new pages are blank because my Norton security seems to block the attempted site from loading.

I suspect some kind of relationship between my two Firefox problems.

Hoping and expecting some kind of Mozilla task force solves and prevents them from occurring.

My Wn10 PC has been hit multiple times with this Red Screen lock-out symptom. In addition, I have had another lock-out that has an audio warning and the double authentication warning. I have images from both situations. On either/both situation, my only successful solution has been to close Firefox. This is not always easy because my system has been "captured" by the bad guys. Another issue- related? EVERY TIME I click anywhere in a fresh, new tab, ANOTHER tab opens up - so far these new pages are blank because my Norton security seems to block the attempted site from loading. I suspect some kind of relationship between my two Firefox problems. Hoping and expecting some kind of Mozilla task force solves and prevents them from occurring.
jscher2000
  • Top 10 Contributor
8632 solutions 70597 answers

Helpful Reply

Hi mwelbaum, this thread is a treasure trove of suggestions to rooting out bad software on your PC, and protecting yourself online.

I will add this about "trap" pages:

There are a few common patterns to these annoying pages, and these are some techniques for closing them without having to take drastic measures.

The "key" (ha ha) is the keyboard shortcut for closing the current tab, which is Ctrl+w (or on Mac, Cmd+w). Try it after each action to see whether it is available yet.

(1) Large alert dialog (lots of text)

If you cancel this dialog, it may reappear. After two or three appearances, Firefox should add a checkbox at the bottom of the dialog to stop the site from showing more alerts. Check that box and click OK to block further dialogs.

(2) Authentication dialog (asks for username and password)

If you cancel this dialog, the page may reload and immediately show it again. Pressing the Esc key numerous times in a row can cancel the reload as well as the dialog.

(3) Reacting to mouse movement

Some pages have a script that detects when you are moving the mouse pointer up toward the tab bar and takes action to show another dialog, or moves to full screen view to hide the toolbar area. On these pages, the keyboard shortcut is essential.

Hopefully this will let you close problem pages without having to "kill" Firefox in the Windows Task Manager. (I don't recommend using that method because the tab will come back during automatic crash recovery anyway.)

Hi mwelbaum, this thread is a treasure trove of suggestions to rooting out bad software on your PC, and protecting yourself online. I will add this about "trap" pages: There are a few common patterns to these annoying pages, and these are some techniques for closing them without having to take drastic measures. The "key" (ha ha) is the keyboard shortcut for closing the current tab, which is Ctrl+w (or on Mac, Cmd+w). Try it after each action to see whether it is available yet. (1) Large alert dialog (lots of text) If you cancel this dialog, it may reappear. After two or three appearances, Firefox should add a checkbox at the bottom of the dialog to stop the site from showing more alerts. Check that box and click OK to block further dialogs. (2) Authentication dialog (asks for username and password) If you cancel this dialog, the page may reload and immediately show it again. Pressing the Esc key numerous times in a row can cancel the reload as well as the dialog. (3) Reacting to mouse movement Some pages have a script that detects when you are moving the mouse pointer up toward the tab bar and takes action to show another dialog, or moves to full screen view to hide the toolbar area. On these pages, the keyboard shortcut is essential. Hopefully this will let you close problem pages without having to "kill" Firefox in the Windows Task Manager. (I don't recommend using that method because the tab will come back during automatic crash recovery anyway.)

Question owner

What fixed it for me was to follow advice from the community to install the add-ons AdBlock and Privacy Badger. I also disabled one called MapsTrek which was somehow added to my Firefox (I didn’t do it). Anyway, those changes solved the problem for me.

What fixed it for me was to follow advice from the community to install the add-ons AdBlock and Privacy Badger. I also disabled one called MapsTrek which was somehow added to my Firefox (I didn’t do it). Anyway, those changes solved the problem for me.
FredMcD
  • Top 10 Contributor
4220 solutions 58899 answers

Hello,

I am glad to hear that your problem has been resolved. If you haven't already, please select the answer that solves the problem. This will help other users with similar problems find the solution more easily.

Thank you for contacting Mozilla Support.

Hello, I am glad to hear that your problem has been resolved. If you haven't already, please select the answer that solves the problem. This will help other users with similar problems find the solution more easily. Thank you for contacting Mozilla Support.
mwelbaum 0 solutions 6 answers

Jscher, Thanks for the insights/reminders… Trap is a new phrase to me, but certainly fit the situation. I appreciate the additional considerations – I’ve been a victim for about 6 months. I managed earlier experiences by keying “Alt/r” which permitted me to regain Command Control of Firefox by allowing me to start a fresh tab (typically Google). Then I could close Firefox and restart, usually without major incident. My latest encounter included a new challenge, however; I could not regain control. I have a technical friend who was able to Remotely access/manage my system. Discovery: My Alt/r command was blocked; apparently the perps figured out how to block my attempt to get clear. Back to my problem… I must admit some frustration with Firefox’s inability to construct some kind of mechanism that will alert its security system – or at least allowing some alert to me, the client or my security system (Norton).

My second issue is – I believe – somehow related: Every time I click on a fresh tab within Firefox, another tab opens up – sometimes within the same window, sometimes by starting another window. So far, my Norton system has been able to block what appears to be an unsolicited ad; I’m sot sure how long I can depend on that. Needless to say, this “new tab” issue is terribly annoying, but so far, not disastrous. Have you heard of anything like this problem? Any ideas how to address? Thanks, again.

Jscher, Thanks for the insights/reminders… Trap is a new phrase to me, but certainly fit the situation. I appreciate the additional considerations – I’ve been a victim for about 6 months. I managed earlier experiences by keying “Alt/r” which permitted me to regain Command Control of Firefox by allowing me to start a fresh tab (typically Google). Then I could close Firefox and restart, usually without major incident. My latest encounter included a new challenge, however; I could not regain control. I have a technical friend who was able to Remotely access/manage my system. Discovery: My Alt/r command was blocked; apparently the perps figured out how to block my attempt to get clear. Back to my problem… I must admit some frustration with Firefox’s inability to construct some kind of mechanism that will alert its security system – or at least allowing some alert to me, the client or my security system (Norton). My second issue is – I believe – somehow related: Every time I click on a fresh tab within Firefox, another tab opens up – sometimes within the same window, sometimes by starting another window. So far, my Norton system has been able to block what appears to be an unsolicited ad; I’m sot sure how long I can depend on that. Needless to say, this “new tab” issue is terribly annoying, but so far, not disastrous. Have you heard of anything like this problem? Any ideas how to address? Thanks, again.
mwelbaum 0 solutions 6 answers

FredMcD I have survived this Trap-attack , but I am not at all comfortable that the problem will re-occur. As I noted in an earlier reply, this attack took special skills that I do not have. I am becoming more adept at resolving the recurring issue (about 6 months!). I would love to see some action from Firefox sources that preemptively stops such traps.

My other issue (new tab Every time i click on a fresh tab) is truly annoying - I can live with, but believe may have a relationship to the trap issue so many of us have.

FredMcD I have survived this Trap-attack , but I am not at all comfortable that the problem will re-occur. As I noted in an earlier reply, this attack took special skills that I do not have. I am becoming more adept at resolving the recurring issue (about 6 months!). I would love to see some action from Firefox sources that preemptively stops such traps. My other issue (new tab Every time i click on a fresh tab) is truly annoying - I can live with, but believe may have a relationship to the trap issue so many of us have.
mwelbaum 0 solutions 6 answers

Bjedrick, Thanks for the encouragement. I have activated ad-blockers from my Norton security package as well as Firefox's support. I attribute these for keeping my sanity when the new tabs get generated (from notes, above).

Bjedrick, Thanks for the encouragement. I have activated ad-blockers from my Norton security package as well as Firefox's support. I attribute these for keeping my sanity when the new tabs get generated (from notes, above).
jscher2000
  • Top 10 Contributor
8632 solutions 70597 answers

Hi mwelbaum, in case you did not already work your way through the suggestions in this thread, I draw your attention to this reply:

https://support.mozilla.org/questions/1241579#answer-1179982

Hi mwelbaum, in case you did not already work your way through the suggestions in this thread, I draw your attention to this reply: https://support.mozilla.org/questions/1241579#answer-1179982