If you hold the Shift key down when starting Firefox, do you get a small dialog with the buttons "Start in Safe Mode" and "Reset Firefox"? Try Safe Mode first and see whether that can connect. If not, you could exit Firefox and go back to this dialog and try the Reset.

Any luck?

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 25: 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.

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

sorry, didn't mean to reply unhelpful, but this didn't work. I wasn't able to access firefox in safe mode by pressing the shift key -- I still got the same error message xpcom. I restarted the laptop in the safe mode and tried but was not able to access firefox (same error message) or access the internet through any browser.

I can't download a new version of firefox because I have no access to download anything. no browser will open, even though the computer indicates that it is connected to the home wifi

install new copy on os try again

Hi julia2343, what happens when you try to start Internet Explorer?

Could you check that your IE connection settings are not somehow tied into your old ISP? In the Windows Control Panel, look for "Internet Options" (if you view your Control Panel by Category, try the Network and Internet category). Click the Connections tab, then the LAN Settings button. Make sure you have no proxy set, and a checkmark for "Automatically detect settings".

You can use a usb drive to install firefox.

• put the download from here (using another computer) www.mozilla.org/en-US/firefox/all/‎ , then load it on the non connected computer

You can also use the same technique to check for malware.

• Microsoft Safety Scanner
• MalwareBytes' Anti-Malware
• TDSSKiller - AntiRootkit Utility
• Hitman Pro
• ESET Online Scanner

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!

If you have access to another computer then you can download and save the Firefox installer to a USB drive.

You can find the full version of the latest Firefox 25.0 release in all languages and for all Operating Systems here:

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

I did reinstall the firefox and tried starting in safe mode but I am still unable to access the internet -- it did solve the problem of the xpcom however!

thank you. I did reinstall the firefox software

no proxy is set and I did click on the button automatically detect settings. thank you

thank you, I was able to upgrade the mozilla software by putting it onto a usb drive as you suggested