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Troubleshoot is the only Help menu item that won't open and makes FFX hang even after reset

  • 6 replies
  • 1 has this problem
  • 52 views
  • Last reply by Fonteyn

Fonteyn
Fonteyn
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Trying to solve why there's no sound with You tube, I headed for Help and troubleshoot. Every item on the Help menu opens, except troubleshoot. I didn't find "Help" in safe mode, so couldn't try it there. Reset Firefox and trouble shoot still won't open.

And anything you add about the sound will be appreciated. It seems to come and go for reasons of itw own.

Trying to solve why there's no sound with You tube, I headed for Help and troubleshoot. Every item on the Help menu opens, except troubleshoot. I didn't find "Help" in safe mode, so couldn't try it there. Reset Firefox and trouble shoot still won't open. And anything you add about the sound will be appreciated. It seems to come and go for reasons of itw own.

All Replies (6)

Gingerbread Man
Gingerbread Man
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Does the troubleshooting information page open if you type about:support into the address bar and press Enter?

As for the sound issue,

  1. Open the Windows volume mixer and make sure the global sound level is appropriate, as well as the sound level for Adobe Flash Player and Firefox. Only running applications show up in the volume mixer, so you first have to open a Flash video in Firefox to change the volume level for Flash Player.
  2. Close all tabs in Firefox, then clear the cache.
  3. Delete cookies from youtube.com, ytimg.com and google.com
  4. Delete all Flash cookies as follows.
    1. Press the Windows logo orb on the taskbar and click Control Panel.
    2. In the Control Panel search box, type flash
    3. In the search results, click "Flash Player (32-bit)"
    4. Click the Storage tab.
    5. Click the Delete All button.
    6. Check "Delete All Site Data and Settings", then click the Delete button.
  5. Open the following video link. Right-click the video. Does the context menu have an "About the HTML5 player" item in it? Adjust the volume in the YouTube player. Can you hear any sound?
  6. Open the following video link. Right-click the video. Does the context menu have an "About Adobe Flash Player" item in it? Adjust the volume in the YouTube player. Can you hear any sound?
Fonteyn
Fonteyn Question owner
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about: support does not work,

Thanks for the flash player information. I'm going to save it as flash is OK at the moment.

cor-el
cor-el
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Does it help if you start Firefox in Safe Mode by holding down the Shift/Options key?

You can try to disable hardware acceleration in Firefox (you need to close and restart Firefox).

  • Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"
Fonteyn
Fonteyn Question owner
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Just to make sure I did as you suggested - I ran Firefox in safe mode and disabled "use hardware acceleration when available"

Did not respond .

cor-el
cor-el
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Did you try to access that troubleshooting page in Safe Mode?

Fonteyn
Fonteyn Question owner
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Yes, several times cannot access it in safe mode from help or from about:support