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After update Firefox 58 doesn't connect to sites; it shows tabs, but no pages load. Also there is an invisible "phantom window" in the FF taskbar.

  • 6 replies
  • 3 have this problem
  • 1 view
  • Last reply by Svetlana

tonypisa
tonypisa
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Firefox 57 was running just fine, but when I opened it after the auto update to v.58 it showed all my tabs from the previous session (as per my configuration), but it didn't actually load any of them (the dot just kept going back and forth on any tab I clicked). I tried safe mode, refreshing, then re-installing without uninstalling, then totally uninstalling (even after eliminating all my profiles) and reinstalling, but nothing works. Early on I noticed an invisible window when I hovered the mouse over the FF icon on the taskbar. It appears to be empty, but it just won't display on the desktop. It still occurs the first time I start FF. Closing it changes nothing, nor does trying to restore, resize it or any other action. I am running Win7, with WebRoot antivirus and Windows firewall and have tried disabling both, but this has no effect. Nor does changing the proxy settings (I have none). I have FFv.58 running well (so far) on my laptop, so I presume I can get back all my bookmarks and passwords from there, but I depend on FF as my desktop mainstay. I am stuck using Chrome and IE, and hate both, I'll build a monument to anyone who can help. Thanks in advance

Firefox 57 was running just fine, but when I opened it after the auto update to v.58 it showed all my tabs from the previous session (as per my configuration), but it didn't actually load any of them (the dot just kept going back and forth on any tab I clicked). I tried safe mode, refreshing, then re-installing without uninstalling, then totally uninstalling (even after eliminating all my profiles) and reinstalling, but nothing works. Early on I noticed an invisible window when I hovered the mouse over the FF icon on the taskbar. It appears to be empty, but it just won't display on the desktop. It still occurs the first time I start FF. Closing it changes nothing, nor does trying to restore, resize it or any other action. I am running Win7, with WebRoot antivirus and Windows firewall and have tried disabling both, but this has no effect. Nor does changing the proxy settings (I have none). I have FFv.58 running well (so far) on my laptop, so I presume I can get back all my bookmarks and passwords from there, but I depend on FF as my desktop mainstay. I am stuck using Chrome and IE, and hate both, I'll build a monument to anyone who can help. Thanks in advance

All Replies (6)

Svetlana
Svetlana
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Thank you for asking this question here. Have you tried disabling the WebRoot anti-virus and reinstalling Firefox while the anti-virus is not active? Please check.

Svetlana
Svetlana
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Please also query WebRoot technical support and ask them to help you:

Please write back and let us know what you find.

(Please, do not abandon this support query, we are asking questions because it helps us identify and resolve the issue.)

tonypisa
tonypisa Question owner
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Svetlana said

Thank you for asking this question here. Have you tried disabling the WebRoot anti-virus and reinstalling Firefox while the anti-virus is not active? Please check.

No, Webroot was active when I re-installed.

tonypisa
tonypisa Question owner
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Svetlana said

Please also query WebRoot technical support and ask them to help you: Please write back and let us know what you find. (Please, do not abandon this support query, we are asking questions because it helps us identify and resolve the issue.)

I checked their help pages and found very little, but never started what they call a ticket. Will do if reinstalling w/o active Webroot doesn't work.

Thanks to all.will keep you posted.

tonypisa
tonypisa Question owner
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OK! I just reinstalled with all Webroot functions disabled and it worked like a charm. I have all my bookmarks and passwords back from a sync with my laptop. Now all I need is to remember all the tabs I had open (easy peasy!). Thanks for the help.

Svetlana
Svetlana
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Thank you tonypisa for testing this out. I am glad that you have Firefox working.

This issue may have been fixed in Firefox 58.0.1, see its release notes. If you see this issue in Firefox 58.0.1 or above, please leave a message.

* Please report the issue to WebRoot. https://www.webrootanywhere.com/servicewelcome.asp

I would like more information.

  • Does WebRoot prevent Firefox from working after Firefox is installed?
  • If WebRoot fix this in their next release, please provide the version number or virus database number in which this issue is no longer present.
  • If WebRoot provide a means to whitelist Firefox without disabling WebRoot, please also write about this here. We may document this in our knowledge base.

Modified by Svetlana