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This page documents common troubleshooting techniques that are used to solve some of the [[Live Chat issue guide|issues frequently asked in live chat]]. Most information needed to help users is documented in the [http://support.mozilla.com knowledge base]. With any problem, try to [http://support.mozilla.com/en-US/kb/Live+Chat+basic+support+handbook#Finding_the_answer find an answer] before falling back to troubleshooting. <br/> As a helper in Live Chat, you may encounter problems that you can't find information on. This page can help you find the cause of a problem, as well as help you fix problems after determining possible causes. Information learned while troubleshooting should be shared with others; you can post anything you learn in a related thread in the [http://support.mozilla.com/tiki-view_forum.php?forumId=3 Contributors forum] or discuss it in the community chatroom. ('''In live chat, always discuss troubleshooting in the Contributors chatroom''') <br/> Some common support issues don't have documentation yet and need more information. Check the [[Weekly Common Issues]] page for such issues and links to post any findings you have. For a guide to solving many common issues encountered in live chat, see [[Live Chat issue guide]]. __TOC__ = Common troubleshooting steps = With any issue, always [http://support.mozilla.com search the knowledge base] before attempting to solve the problem on your own. If an issue is not documented or you aren't sure what the issue is, using the troubleshooting steps on this page may help you narrow down the problem. == First things to try == === Verify everything === It's important to understand exactly what a problem is before offering advice. It's important for the user to explain all symptoms and other problem details. *Ask questions: What exactly happens? What do you expect to happen? How often does it happen? What are you doing when it happens? Does it affect all websites? Did you install or update any other software? *Get a screenshot: If you aren't sure what's happening based on the user's description, [#screenshot ask for a screenshot]. *Verify details of installed software: Actually check installed add-ons, the installed version of Firefox, the exact names/versions of any anti-virus software, etc *If there is an error, verify the exact text. Many error messages can be confusing, so verifying the exact text (or as much as the user can remember) helps with correctly identifying a problem. It's important to know the difference between an operating system error, a Firefox error page, and a javascript "alert()". <br/> === Verify exact behavior for lost/missing data issues (bookmarks, history, settings, cookies) === While verifying symptoms is important for all issues, it is especially important for issues involving data loss. Such issues include data being lost, data not being saved when Firefox is closed, and data unable to be changed. *It is useful to know [#Where_Firefox_stores_data where Firefox stores data], as corrupt or locked files often cause data storage issues. *Verify as many details as possible. Ask what is happening and what the user expects to happen. **Do data changes (new bookmarks, history items, back/forward button history, setting changes, new cookies) show up at all? Does an error result? **Does new data appear after closing and restarting Firefox? **Has the data loss occurred more than one time? When did/does it happen? **Are only some uses of data (eg. changing a certain bookmark or saving cookies on certain sites) affected, or are all uses of the data broken? **Which extensions are installed? <br/> === Check extensions === Many Firefox problems are caused by extensions. See [[Troubleshooting extensions and themes]] for a guide on troubleshooting them, or try starting Firefox in [[Safe Mode]]. <br/> === Get crash reports === If the [[Mozilla Crash Reporter]] triggers and the user submits the report, looking up the crash ID is useful for solving the problem. For startup crashes, it is necessary to [http://support.mozilla.com/en-US/kb/Mozilla+Crash+Reporter#Viewing_reports_outside_of_Firefox get the crash IDs manually]. If Firefox runs, crashes can be viewed at '''about:crashes'''. See the [[Mozilla Crash Reporter|knowledge base article]] for details on obtaining crash reports. See [#replaceme Crash Issues] below for a list of common crash issues. If you are helping a user with a new crash issue, [#replaceme ask other helpers] if they have seen it or have pointers. *If you aren't sure about a crash report, always ask! Many helpers and other community members can help investigate crash reports. *Many crashes are caused by software other than Firefox, such as Firefox extensions or malware. The '''Modules tab''' in the crash report can be useful in identifying possible causes of a crash. <br/> === Check security software === Some issues are known to be caused by various firewall and anti-virus software, especially issues with connecting to websites. If such an issue is reported, it's important to: ** Ask for the exact name of all security software products installed ** Ask which version of each product is installed ** Find out when each product was updated and if it has expired *** ''Expired security software causing problems should be removed since it can't be updated.'' ** All installed Firefox extensions - many security products install them. ** <a name="LC_removaltool"></a>Whether any security software has been uninstalled. Often, parts of uninstalled security software are left behind. If security software needs to be removed, uninstalling from Add/Remove Programs in Windows is always the safest method. If there are problems uninstalling, some companies offer a removal tool.</a> *** [http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039 Norton Removal Tool] *** [http://service.mcafee.com/FAQDocument.aspx?id=107083&lc=1033 McAfee Removal Tool] *''Tip: it can often help to [#Obtain_a_list_of_running_processes obtain a list of running processes] if you aren't sure which security software is installed.'' <br/> <a name="tg_addons"></a> === Check Add-Ons and try Safe Mode === Extensions are the cause of many issues relating to broken websites or Firefox not working properly. If a user has extensions, we often ask the user to try reproducing the behavior with extensions disabled or in [[Safe Mode]]. For more information, see [[Troubleshooting extensions and themes]]. <br/> === Run Profile Manager === Firefox's [[Profile manager]] is used to create and modify [[Profiles]], each of which has unique bookmarks, preferences, add-ons, and data. (See [#Where_Firefox_stores_data where Firefox stores data].) *Profile Manager runs early in the start-up process, so it is useful to test when [[Firefox will not start]] *It is often useful to create a new profile for testing, to see if a problem is being caused by something in the user profile. See [#Try_a_new_Firefox_profile Try a new Firefox profile]. *Instructions to start Profile Manager on each operating system are available on the [[Managing Profiles]] article. '''Click the [+] below to expand details on starting Profile Manager''' ==== - <span></span> ==== ||'''How to start [[Profile Manager]] '''Windows Vista'''|Open Run dialog ({key Windows Key}+{key R}), type '''firefox -ProfileManager''' and press {button OK} '''Windows XP'''|Open the {menu Start} menu, select {menu Run}. Type '''firefox -ProfileManager''' and press {button OK} '''Mac OS X'''|Open {filepath Macintosh HD}, then navigate to {filepath /Applications/Utilities} and open '''Terminal'''. In there, type: '''/Applications/Firefox.app/Contents/MacOS/firefox -ProfileManager''' '''Linux'''| || <br/> === Reset localstore.rdf === The '''localstore.rdf''' file in the [#Finding_the_profile_folder Profile Folder] stores information about toolbars, window positioning, and other interface elements. If toolbar icons are missing, if there are strange problems with the browser interface, or if new windows open with the wrong size, resetting the localstore.rdf file can help. *The preferred way to reset the file is by starting Firefox in [[Safe Mode]] and checking "Reset toolbars and controls" in the [http://support.mozilla.com/en-US/kb/Safe+Mode#Safe_Mode_window Safe Mode window]. *If this method doesn't work, the file may need to be [#Removing_files_from_the_profile_folder removed from the profile folder manually]. <br/> === Check the error console === If a feature (eg. bookmarks) is not working, or if a web application is broken, check the ''Error Console'' in the Tools menu. *Look for errors about the specific feature that is not working. If part of Firefox is broken, look for '''NS_ERROR'''. If there is an error on a website, look for errors that include the misbehaving site. *Tip: Only check the ''Errors'' tab, as the default ''All'' tab contains many warnings which are not relevant. *Tip: If there are too many errors to look through, press {button Clear}, then try using the broken feature again. <br/> <a name="Remove_cookies_from_a_misbehaving_website"></a> === Problems on an individual website === If a certain website is misbehaving or producing error messages, an extension (eg. Adblock Plus), bad items stored in cache, or a bad cookie could be causing the problem. *First try clearing the browser cache, as problems can be caused when files are downloaded wrong or when outdated versions are stored. To clear the cache, use the [http://support.mozilla.com/en-US/kb/Options+window+-+Advanced+panel#Network_tab Network tab] in the Advanced panel of the [[Options window]]. '''Press ''Clear Now'' to clear all items in the cache.''' *If the problem still occurs, check installed extensions. If you suspect that one of the extensions could be causing the problem, start Firefox in [[Safe Mode]]. *If the problem still occurs, a bad cookie could be causing it. In this case, the user needs to delete all cookies originating from the broken website. '''Click the [+] below to expand instructions.''' (See ''[#LC_respectdata respecting users' data]'' for reasons to avoid clearing ''all'' cookies instead of just those from misbehaving websites) ==== - ==== # Open the [[Options window]]. (See See [#Differences_between_operating_systems differences between operating systems] for OS-specific instructions.) # Click the Privacy pane # Open the list of existing cookies ** Firefox 3.0: Press the ''Show Cookies'' button ** Firefox 3.5: Click ''Remove individual cookies''. (''Show Cookies'' if custom history is enabled) ** In the search box, enter part of the domain name of the misbehaving website. (Examples: yahoo, live.com, facebook, msn.com) ** Select each matching cookie, and click ''Remove cookie'' ** Close out of the dialogs and try the website again == Secondary methods == If you can't find a knowledge base article or issue to solve a problem, and the primary troubleshooting methods don't solve it, try these methods: === Clean installation === Some problems with Firefox are caused by a corrupt installation folder, by old files in the location folder, or by extra installed components. Performing a clean installation is a quick way to rule out these factors. ''All user data is stored in the profile folder, so performing a clean installation will not cause lost data''. # Close Firefox completely. (File->Exit on Windows/Linux, Firefox->Quit on Mac) # Rename the Firefox installation folder or move it elsewhere. ** Windows: This is usually {menu C:\Program Files\Mozilla Firefox}. "Mozilla Firefox" can be renamed to "Old Firefox" ** Mac: This is usually {menu Macintosh HD/Applications/Firefox.app}. {menu Macintosh HD/Applications} can be opened in Finder, and Firefox can be dragged to Trash. ** Linux: The install location varies based on distribution and installation method. Linux distributions usually don't put Firefox in its own folder, so this method can't be used. # Download Firefox again from [http://www.mozilla.com/firefox www.mozilla.com] and install. (Installation instructions for [[Installing Firefox on Windows|Windows]], [[Installing Firefox on Mac|Mac]], [[Installing Firefox on Linux|Linux]] ) # If this fixes the problem, you can optionally check the ''old'' install folder for global extensions, components, or corrupt/locked files. <br/> === Try a new Firefox profile === Sometimes, the easiest way to get started with an issue that persists with [[Safe Mode]] is to create a new Firefox profile. The profile folder contains both extensions and [#Where_Firefox_stores_data numerous data files] which can cause some issues; trying a new profile allows the issue to be narrowed down. *'''Instructions for creating a new profile are at [[Managing profiles]]''' <br/> === Clear Mac OS X system caches === Some issues with Firefox can be caused by bad data in the Mac OS X system caches. These include: *Firefox will not install due to a DMG mount error *Weird graphics issues in Mozilla applications *Certain font glyphs are messed up or wrong in Mozilla applications Instructions to clear the caches: # Restart the Mac in safe mode ** To start in safe mode: Reboot, then hold down the '''shift''' button right after the Mac startup chime # Restart the Mac normally <br/> === Suggest anti-spyware or anti-virus === If a problem with Firefox is [[Is my Firefox problem a result of malware|being caused by malware]], suggesting anti-virus or anti-spyware software can be helpful. * It is best to advise users of free-to-use software, rather than recommending specific software to purchase. * Mozilla doesn't recommend or endorse any specific products. Free-to-use products popular with the community include '''Avast Home, Spybot Search & Destroy, Malware Bytes, and Spyware Terminator'''. ** ''Tip: Type '''sumobot malware''' in the Contributors chatroom for updated links to popular malware removal software'' * It is up to the individual helper to recommend specific software. Make sure that the user knows that software you recommend is your recommendation, not Mozilla's. <br/> === Obtain a list of running processes === When Firefox is not running, not connecting, or crashing, a list of running processes can be helpful. A popular utility to use for Windows is HijackThis: # Download HijackThis from [http://www.trendsecure.com/portal/en-US/threat_analytics/hijackthis.php trendsecure.com]. # Run the utility, and choose to '''save a log file''' # After generating a log, a user can paste it in the support forum or directly into live chat. (HijackThis automatically opens the logfile in Notepad by default.) <br/> === Obtain a list of modules in the Firefox process === Obtaining a list of modules in the Firefox process can help identify several problems, usually on Windows *Many crashes, especially those that ''do not trigger the [[Mozilla Crash Reporter]] *Firefox hanging, not responding, or behaving strangely *Firefox not connecting to certain sites *Other symptoms [[Is my Firefox problem a result of malware|associated with malware]] There are two primary methods to obtain the list of processes. Expand below for full instructions. *- Method 1: Use Listdlls (Windows only) ** [http://technet.microsoft.com/en-us/sysinternals/bb896656.aspx Listdlls] is a Sysinternals application that can list running modules in any process without restarting it. ## Download listdlls from [http://technet.microsoft.com/en-us/sysinternals/bb896656.aspx http://technet.microsoft.com/en-us/sysinternals/bb896656.aspx] ## Extract listdlls.exe from listdlls.zip; put listdlls.exe on the Desktop ## Open the Run dialog (Go to {menu Start}...{menu Run} or hold down the Windows key and press R) ## type '''cmd''' and press OK ## You will get to a command line. Type: '''cd Desktop''' ## Press Enter/Return; the prompt will go to the next line. Type: '''listdlls firefox.exe > mozillabug.txt''' ## Press Enter/Return again. A file called "mozillabug.txt" will be created on the Desktop. This file should be posted in the Contributors forum or pasted directly into Live Chat. * Method 2: Generate a crash report (all operating systems) **Note: this method requires restarting the browser. If Firefox is being used for a live chat, the user should [[Live Chat basic support handbook#Use_a_different_browser_if_the_solution_requires_a_restart|return to live chat using another browser]] ## Install the '''Crash Me Now''' extension ### Download the XPI installer from '''[http://socorro.googlecode.com/files/crashme.xpi http://socorro.googlecode.com/files/crashme.xpi]''' - save the file to the Desktop ### Open the XPI with Firefox by dragging the file ''either to the Firefox icon or to Firefox's location bar''. ### The '''Software Installation''' window will open. Choose to {button Install} the add-on. Then, restart Firefox. ## After restarting Firefox, open the {menu Tools} menu and select {menu Crash Me Now}. Firefox will crash and the '''[[Mozilla Crash Reporter]]''' window will open. '''Submit the Crash report to Mozilla.''' ## Use '''about:crashes''' to [#Get_crash_reports obtain the newly created crash report] <br/> === Check for running Firefox processes === Some issues, especially those related to Firefox not starting properly, can be caused by an existing Firefox process, such as when [[Firefox hangs]]. When Firefox won't start, an error says it's [[Live Chat issue guide#Error_when_starting_Firefox|already running]], or you suspect that files could be locked (eg. [[Live Chat issue guide#issue_360|bookmarks]]], checking for running processes is a good idea. # '''Check the process list to see if Firefox is running, and if so how many instances are running.''' The procedure and name of the binary vary by operating system. **- Windows (firefox.exe): Open '''Task Manager''' by pressing {key Ctrl}+{key Shift}+{key Esc}, switch to the '''Processes tab''', look through the entire list for all '''firefox.exe''' processes. **Mac (firefox-bin): Open '''Activity Monitor''' from {menu Macintosh HD/Applications/Utilities}. Look through the entire list for all '''firefox-bin''' process names. **Linux (firefox or firefox-bin): With most Gnome-based distributions, Select {menu System}->{menu Administration}->{menu System Monitor}. Select the '''Processes tab''', and look for all '''firefox-bin and/or firefox''' processes. # You may need to end processes, especially if there is more than one Firefox process or if Firefox is not starting. **- Windows: Click on the process name to kill, then click {button End Process} **Mac: Click on the process name to kill, then click {button Quit Process} **Linux: Right-click on the process name to kill, then choose {menu Kill Process} *'''If a problem is being caused by Firefox hanging, killing all Firefox processes may be necessary after every restart. In these cases, it is necessary to ''restart Firefox twice'' after killing all processes to verify that a problem is fixed.''' === Use WinDbg to debug crashes or hangs on Windows === [http://www.microsoft.com/whdc/DevTools/Debugging/default.mspx WinDbg] is a free Microsoft application used to debug programs. Mozilla supplies debugging symbols so that WinDbg can be used to debug Firefox releases on Windows. This is especially useful for cases in which the [[Mozilla Crash Reporter]] does not trigger or where spyware is causing the hang/crash. '''After you get data from WinDbg, ask another helper to review it if you aren't yet familiar with reviewing crash reports.''' Click the + button below to get full instructions for WinDbg. ==== - ==== # Download WinDbg from [http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx] # Open WinDbg (Start Menu->All Programs->Debugging Tools for Windows->WinDbg) # From the '''File''' menu, choose '''Open Executable''' # '''Important: Ensure "Debug child processes" is selected''' # In the Open File window, browse to '''C:\Program Files\Mozilla Firefox''' and choose '''firefox.exe'''. Click Open. # A large, white ''command box'' with some text in it will appear. '''At the bottom of this box is a ''text input box'' where you can enter commands. Enter these three commands, one at a time, in order:''' (Type them exactly, and include the period before each command) ** .sympath SRV*c:\symbols*http://symbols.mozilla.org/firefox ** .symfix+ c:\symbols ** .reload /f # Wait up to 30 minutes for the last command to finish, it needs to download ~70MB of data # When it has finished, open the '''Debug''' menu (at the top) and choose '''Go'''. # When Firefox opens, try to make it crash as before. (If it is crashing on a specific website, go to that website) # When it crashes, you will see an error in the windbg ''command box''. # After it has crashed, enter this command in the text box at the bottom of the ''command box'': (include the exclamation point before the command) ** !analyze -v -f # Copy and paste the entire text in the ''command box'' into a new forum post. = Good things to know = When providing support for users, there are many things that are useful to know. === Where to get help === To learn about resources available to support volunteers, read the [[Live Chat basic support handbook]]. *The [http://support.mozilla.com Knowledge Base] - most questions can be fully answered with a quick KB search. *Contributors chat: [irc://irc.mozilla.org/sumo #sumo on irc] or Contributors on Spark *If you have suggestions or feedback about support, or if you think you have encountered a new issue, you can post in the [http://support.mozilla.com/tiki-view_forum.php?forumId=3 Contributors forum]. <br/> === Finding the profile folder === *Instructions for finding the profile folder are [http://support.mozilla.com/en-US/kb/Profiles#How_to_find_your_profile provided in the knowledge base]. For instructions on a different operating system, simply choose another operating system at the right of the page. See [[Using SHOWFOR]] for details on how this works. <br/> === Where Firefox stores data === When troubleshooting, it is often important to know where Firefox's data is stored. '''It is important that we never cause unintended data loss - this includes cookies!''' All of these files are stored in the Firefox [#Finding_the_profile_folder profile folder]. **places.sqlite: Bookmarks and history, this [[Live+Chat+issue+guide#Corrupt_sqlite_files_in_the_profile_folder|can become corrupt in some cases]]. (bookmarks.html and history.dat before Firefox 3) **cookies.sqlite: All saved cookies, this [[Live+Chat+issue+guide#Corrupt_sqlite_files_in_the_profile_folder|can become corrupt in some cases]]. (cookies.txt before Firefox 3) **prefs.js: This file stores all user preferences, including: the home page, installed add-ons, activated theme, cookie behavior, Clear Private Data options, extension settings, and printer settings. If this file is corrupt, it can be reset to restore all preferences to their defaults. The best way to reset this file is to check "Reset all user preferences to Firefox defaults" in the [http://support.mozilla.com/en-US/kb/Safe+Mode#Safe_Mode_window Safe Mode window]. **mimetypes.rdf: All file-type associations as configured in {menu Options/Preferences}...{button Applications}. This file can be safely removed if corrupt. **extensions.ini, extensions.rdf, extensions.cache: Temporary files for installed extensions. These may become corrupt and [http://support.mozilla.com/en-US/kb/Unable+to+install+add-ons#Corrupt_extension_files need to be deleted] **Saved passwords: These files store saved passwords and exceptions. Both the signons file and the key file must be copied to back these up. ***Firefox 3.5: signons.sqlite and key3.db ***Firefox 3.0: signons3.txt and key3.db ***Firefox 2.0: signons2.txt and key3.db (key2.db in older 2.0 revisions) **cert8.db: Saved security certificates. If this file is unreadable or corrupt, the [[Could not initialize the browser security component]] error may result. <br/> === Differences between operating systems === Live Chat gets users who need help on all three operating systems that Firefox supports. Supporting multiple operating systems is not hard, as long as you are familiar with a few key differences between operating systems. ||'''Windows'''|'''Mac'''|'''Linux''' Options accessed from {menu Tools}...{menu Options}|Preferences accessed from {menu Firefox}...{menu Preferences}|Preferences accessed from {menu Edit}...{menu Preferences} Firefox usually installed in {menu C:\Program Files\Mozilla Firefox}|Firefox installed in {menu /Applications} folder.|Installation path varies; most distributions don't use one Menu bar on each window|'''The global menu bar at the top of the screen is used for all applications.'''|Menu bar on each window Files on the hard drive accessed with Windows Explorer, launched by opening {menu My Computer}|Files on the hard drive accessed with Finder, launched by clicking {menu Macintosh HD}|Files accessed through Nautilus or Konqueror, usually from the desktop{PATH} Right click used to access context menus|On Macs without a right mouse button, Command+Click used to access context menus|Right click used to access context menus To quit Firefox, close all Firefox windows or use {menu File}...{menu Exit}|Closing all Firefox windows '''will not''' quit the application. {menu File}...{menu Quit} must be used|To quit Firefox, close all Firefox windows or use {menu File}...{menu Exit} Running processes available through Task Manager, {key Ctrl}+{key Shift}+{key Esc}|Running processes available through Activity Monitor, available in {menu /Applications}|Running processes available by running '''ps -e''' in a Terminal window PDF files work with '''Adobe Reader plugin'''|There is no PDF plugin available, users must download the file and open with '''Adobe Reader''' or '''Preview'''|PDF files work with '''Adobe Reader plugin''' or open source PDF viewers installed in Linux Firefox 3 supports Windows 2000, XP, and higher|Firefox 3 supports Mac OS 10.4 (Tiger) and higher|Firefox 3 requires GTK2.10 or higher (RHEL/Centos 4.7+ or 5.0+)|| *Other differences include [http://support.mozilla.com/en-US/kb/Profiles#How_to_find_your_profile finding the profile folder], <br/> <a name="aboutconfig"></a> === Using about:config === '''about:config''' is an interface for editing advanced Firefox preferences, which is often necessary to fix problems when they are set wrong. *The screencast below shows how to use about:config to fix User Agent problems. ==== - <span></span> ==== [[Video:ea87f10da5f2a0ebdafa0e259a00b129-1249154303-228-0]] <!-- <div class="lcCollapseT"><a class="lcCollapseL1">Show screencast</a></div> <div class="lcCollapseC"><video/></div> <div class="lcCollapseB"></div> --> === How to take screenshots on all three operating systems === Obtaining a screenshot is helpful when you aren't sure what a user's problem is. A screenshot can allow you to quickly see what a user is referring to. Instruct users to '''upload screenshots in a [http://support.mozilla.com/tiki-view_forum.php?locale=en-US&forumId=1&openpost=1 new thread on the Support forum].''' *Windows: ## Press the {key Print Screen} button on the keyboard ## Open an image editor such as Microsoft Paint. (Microsoft Paint can be found in the {menu Start Menu} under {menu All Programs}->{menu Accessories}) ## From the {menu Edit} menu, select {menu Paste} ## Save the resulting image as a PNG file, then upload it to the forum. *Mac: ## Press {key Command}+{key Shift}+{key 3} to save a screenshot in PNG format on the desktop. (Mac OS 10.4+) ## Upload the file from the Desktop to the forum *Linux: ## Press the {key Print Screen} button to save a screenshot in PNG format. ## Upload the file from the Desktop to the forum <br/> === Know how to use features that commonly confuse users === As helpers, we need to be exceptionally familiar with areas of Firefox that users get stuck on. Many helpers do not use all of Firefox's features themselves, so a quick refresh of some of the basics is important. *'''Bookmarks and the Smart Location Bar (Awesomebar)''': Firefox 3 changed the way bookmarks work in Firefox 3, adding features such as tagging and the Smart Location Bar. To learn more, read [[Bookmarks]] and [[Organizing Bookmarks]]. For commonly asked questions, see ((Live Chat issue guide|#Problems_and_issues_using_bookmarks|issues using bookmarks]. For an overview, watch [http://people.mozilla.com/~beltzner/overview-of-firefox3.swf Mike Beltzner's screencast]. *'''Startup preferences and tab restore''': If these settings are changed in Options/Preferences, Firefox may not offer to restore tabs when closing Firefox. For instructions on returning these to the defaults, see ((Live Chat issue guide|#Firefox_does_not_offer_to_save_the_session_when_closing_multiple_tabs|Firefox doesn't offer to save the session when closing multiple tabs) on the Live Chat issue guide. *Download locations: The default download locaation is configured in {menu Options/Preferences} in the {menu Main} options pane. On Windows Vista, this has changed to the Downloads folder instead of the Desktop by default, confusing users used to Windows XP. *Application management: File type associations are, beginning with Firefox 3, configured with the new {menu Applications} pane in {menu Options/Preferences}. This includes whether to save files, open with a specific application, ask the user each time, or use a plugin. *<a name="disableplugins"></a>Disabling plugins: Beginning with Firefox 3, plugins can be disabled without restarting Firefox using {menu Tools}->{menu Add-Ons}->{menu Plugins}. If a plugin is misbehaving, disabling and re-enabling can often resolve it. <br/> === Removing files from the profile folder === If files in the profile folder are corrupt, it is often necessary to remove them. '''To avoid data loss, always rename files and folders instead of deleting.''' Expand below for instructions. *- '''For preferences (prefs.js), bookmarks/history (places.sqlite), or window/toolbar settings (localstore.rdf), use the [http://support.mozilla.com/en-US/kb/Safe+Mode#Safe_Mode_window Safe Mode window] to reset the file.''' * For other files, or if the safe mode steps didn't work, manually rename the file: ## Open the [http://support.mozilla.com/en-US/kb/Profiles#How_to_find_your_profile Profile Folder]. See [#Differences_between_operating_systems Differences between operating systems] above for specific instructions. ## Make sure Firefox is closed. If a chat window is open in Firefox, the user should [[Live Chat basic support handbook#Use_a_different_browser_if_the_solution_requires_a_restart|return to live chat using another browser]]. ## Right click (Mac: {key Command}+click) on the file to remove, and select '''Rename'''. ## Type a new name for the file. A common practice is to simply add '''.old''' or '''.bak''' to the end of the filename. *** If the file cannot be removed, Firefox may still be running. See [#Check_for_running_Firefox_processes Check for running Firefox processs] above. ## Restart Firefox to allow the file to be regenerated <br/> === How to know when a problem is not caused by Firefox === Many questions users ask are actually related to other programs or the operating system. '''It is important to be as polite as possible and verify information before informing the user that another program is at fault.''' *Have the user try in another browser. If the same symptoms happen in both browsers, the problem is most likely not Firefox. Check firewall software, spyware, and network connections. *Check to see whether malware is could be causing the problem. See [[Is my Firefox problem a result of malware]] <br/> = Common helper mistakes = We periodically collect information on common errors and mistakes made by live chat helpers, so that everyone knows to avoid them in the future. This are a few of the most common mistakes that we should all try to avoid. #'''Jumping straight to a solution''' **Helpers will often read a question and jump straight toward offering a solution. For example, a user with a problem logging in might be told immediately to try Firefox safe mode. Instead of doing this, the helper should have first verified details. #'''Not asking enough questions''' **Remember to always ''verify everything'' and ask questions to narrow down the problem. If you aren't sure that a user has tried something, ask questions to make sure. #'''Providing a general solution''' **Simply creating a new profile fixes a lot of problems, but it's not always the best solution. Always search the [http://support.mozilla.com knowledge base] and consult [[Live Chat basic support handbook#Finding_the_answer|other resources]] to find a specific solution first. #'''Not asking for help''' **The best helpers are the ones who ask for the most help. No one knows the answer to all questions, and everyone is expected to ask in the Contributors chatroom when troubleshooting is involved in Live Chat. #<a name="LC_respectdata"></a> '''Not respecting users' data''' **While cookies or saved passwords might not be important to everyone, we must treat all data as important unless the user specifies otherwise. This means that bookmarks should never be deleted, cookies should never be cleared, and browsing history should not be erased ''without the user being informed of data loss''. **In cases where data files must be removed for troubleshooting, '''always rename rather than delete'''. In cases where bookmarks are restored, '''always make a backup.''' **When uninstalling Firefox, verify that the user does not check the box to erase the profile. **When using Profile Manager, make sure that the old profile is not deleted. **When there are problems on one website, remove cookies for that one website rather than clearing all cookies. #'''Responding inappropriately to abusive users''' **If a user in live chat wants to talk about something besides Firefox, politely explain that the chat service is for Firefox Support only. Never assume that a user is a "troll." If a user continually violates the [[Forum and chat rules and guidelines|rules]], you may end the chat. **'''Avoid:''' ***Arguing with users. If the user doesn't have a question or refuses to follow advice, either transfer the chat to a room monitor or send the user to the forum. ***Profanity, playing along with, or encouraging abusive users. (Inform abusive users about the rules, and close the chat if they refuse to comply) ***Calling users a troll. We never assume that someone is a "troll". Many users are genuinely confused, so being patient with users is required. If you are not sure, invite a room monitor. '''Always assume good faith'''. #'''Not having fun__ Support volunteers represent the broader Mozilla volunteer community to Firefox users. Helping support users lets you meet Mozilla community members, learn about Firefox, and interact directly with the community. While we are concerned with making users happy, an equally important aspect of a support community is interaction amongst its members. So take the opportunity to get to know people - both those involved with support as well as those from elsewhere around Mozilla.