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bbc.co.uk pages frequently require multiple mouse clicks to respond

Posted

Multiple clicks (up to 4 or more) are necessary on many links (such as "Your account") on BBC webpages to get a response. Sometimes the subsequent page loads with jumbled text or completely blank. iPlayer programmes frequently fail to start when clicked. NO OTHER WEBSITE behaves like this. I have COMPLETELY removed Firefox and freshly installed the latest version (64) 64bit. The same problem is occurring. Disabling Kaspersky Internet Security made no difference. These problems did not occur before Firefox Quantum.

The BBC deny there is a problem. I am using the latest version of Windows 10.

Multiple clicks (up to 4 or more) are necessary on many links (such as "Your account") on BBC webpages to get a response. Sometimes the subsequent page loads with jumbled text or completely blank. iPlayer programmes frequently fail to start when clicked. NO OTHER WEBSITE behaves like this. I have COMPLETELY removed Firefox and freshly installed the latest version (64) 64bit. The same problem is occurring. Disabling Kaspersky Internet Security made no difference. These problems did not occur before Firefox Quantum. The BBC deny there is a problem. I am using the latest version of Windows 10.

Additional System Details

Installed Plug-ins

  • Shockwave Flash 32.0 r0

Application

  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:64.0) Gecko/20100101 Firefox/64.0

More Information

FredMcD
  • Top 10 Contributor
4254 solutions 59575 answers

Many site issues can be caused by corrupt cookies or cache.

Warning ! ! This will log you out of sites you're logged in to. You may also lose any settings for that website.

If there is still a problem, Start Firefox in Safe Mode {web link} by holding down the <Shift> (Mac=Options) key, and then starting Firefox.

A small dialog should appear. Click Start In Safe Mode (not Refresh). Did this help?

While you are in safe mode;

Try disabling graphics hardware acceleration in Firefox. Since this feature was added to Firefox it has gradually improved but there are still a few glitches.

How to disable Hardware Acceleration {web link}

Many site issues can be caused by corrupt cookies or cache. '''Warning ! ! ''' This will log you out of sites you're logged in to. You may also lose any settings for that website. * '''Cookies; ''' [https://support.mozilla.org/en-US/kb/delete-cookies-remove-info-websites-stored Delete cookies to remove the information websites have stored on your computer] {web link} * '''Cache; ''' [https://support.mozilla.org/en-US/kb/how-clear-firefox-cache How to clear the Firefox cache] {web link} If there is still a problem, '''[https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Start Firefox in Safe Mode]''' {web link} by holding down the '''<Shift> ''(Mac=Options)''''' key, and then starting Firefox. A small dialog should appear. Click '''Start In Safe Mode''' (not Refresh). Did this help? While you are in safe mode; Try disabling graphics hardware acceleration in Firefox. Since this feature was added to Firefox it has gradually improved but there are still a few glitches. ''[https://support.mozilla.org/en-US/kb/forum-response-disable-hardware-acceleration How to disable Hardware Acceleration]'' {web link}

Question owner

There are no cookies or cache. I completely removed Firefox and made a fresh install, as explained previously. Disabling Hardware Acceleration has made no difference.

There are no cookies or cache. I completely removed Firefox and made a fresh install, as explained previously. Disabling Hardware Acceleration has made no difference.
cor-el
  • Top 10 Contributor
  • Moderator
17517 solutions 158410 answers

Boot the computer in Windows Safe mode with network support to see if that has effect in case security software is causing problems.

Boot the computer in Windows Safe mode with network support to see if that has effect in case security software is causing problems. *http://www.bleepingcomputer.com/tutorials/how-to-start-windows-in-safe-mode/ *http://www.7tutorials.com/4-ways-boot-safe-mode-windows-10

Question owner

Firefox works OK if I run Windows in Safe Mode with networking, with single clicks on the BBC website working first time every time. However, Windows Safe Mode runs the display at very low resolution. I have a 4k monitor. If I run Windows normally and temporarily disable Kaspersky the problem still exists.

Firefox works OK if I run Windows in Safe Mode with networking, with single clicks on the BBC website working first time every time. However, Windows Safe Mode runs the display at very low resolution. I have a 4k monitor. If I run Windows normally and temporarily disable Kaspersky the problem still exists.
FredMcD
  • Top 10 Contributor
4254 solutions 59575 answers

nickdirect said

If I run Windows normally and temporarily disable Kaspersky the problem still exists.

That means another program is causing the issue. Are you running any Windows protection programs? Anything else?

''nickdirect [[#answer-1182805|said]]'' <blockquote> If I run Windows normally and temporarily disable Kaspersky the problem still exists. </blockquote> That means another program is causing the issue. Are you running any Windows protection programs? Anything else?

Question owner

No other AV or protection programs are running. It is baffling that out of hundreds of websites only the BBC is affected. The circular arrow in the toolbar rotates when the mouse is clicked but often nothing loads.

No other AV or protection programs are running. It is baffling that out of hundreds of websites only the BBC is affected. The circular arrow in the toolbar rotates when the mouse is clicked but often nothing loads.
cor-el
  • Top 10 Contributor
  • Moderator
17517 solutions 158410 answers

Could also be a problem with the mouse driver or the display driver.

Could also be a problem with the mouse driver or the display driver.

Question owner

I have tried a wired mouse instead of a cordless one and updated the display adaptor, but this has made no difference. By what mechanism would these effect only one website and no other?

I have tried a wired mouse instead of a cordless one and updated the display adaptor, but this has made no difference. By what mechanism would these effect only one website and no other?

Question owner

Nobody has provided an answer to this problem. What is the best way for me to investigate this issue further to identify the cause? Or is it just a bug in Firefox?

Nobody has provided an answer to this problem. What is the best way for me to investigate this issue further to identify the cause? Or is it just a bug in Firefox?
cor-el
  • Top 10 Contributor
  • Moderator
17517 solutions 158410 answers

If you need to click twice then this could be a focus issue and that the first click is needed to set focus to the page and the second click does actually work as a click on the page.

Did you try Firefox Safe Mode?

Does this happen when you move the mouse pointer out of the Firefox browsing (web page) area or also if you leave the mouse for a while in the browsing window and possibly only use the knowledge base?

If you need to click twice then this could be a focus issue and that the first click is needed to set focus to the page and the second click does actually work as a click on the page. Did you try Firefox Safe Mode? Does this happen when you move the mouse pointer out of the Firefox browsing (web page) area or also if you leave the mouse for a while in the browsing window and possibly only use the knowledge base?

Question owner

All the things I have tried already are listed in this thread. Sometimes I have to click 6 times. Firefox safe mode made no difference. The problem only occurs with Firefox and only on the bbc.co.uk website.

All the things I have tried already are listed in this thread. Sometimes I have to click 6 times. Firefox safe mode made no difference. The problem only occurs with Firefox and only on the bbc.co.uk website.