Vyhľadajte odpoveď

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

After the last update, everything in my Firefox has vanished. I am sick to my stomach about this, and I've tried lots of suggestions, but I cannot get it back.

  • 11 odpovedí
  • 4 majú tento problém
  • 610 zobrazení
  • Posledná odpoveď od John99

more options

It is like I never existed on Firefox. My page is empty of all my addons, toolbars, bookmarks, my Reminder Fox, which held very, very important information and all my doctor appointments/reminders. It is a brand new empty page and a HORRIBLE purple color to boot. I am just sick about this. In lots of info I've read today, it states that Firefox stores information off sight for safety and so it is never lost. Well, everything I've accumulated and saved is absolutely lost. The trouble shooting info is of no use, nothing works. I will try the steps below, but I have little patience or faith left! I've been a Firefox user [and advocate]for many years, this is so disappointing.

Vybrané riešenie

That's awful. Could you check for your old data in two places:

(1) On your desktop, can you find an "Old Firefox Data" folder?

(2) In your Firefox data folder, are there any extra profile folders? To check that, on the Start menu search box, type or paste the following, then press Enter:

%APPDATA%\Mozilla\Firefox\Profiles\

Normally you just see one partially-randomly-named folder. Are there any others?


Your Firefox data might be backed up to the cloud if you created a Firefox Sync account before. But otherwise your data is completely private to your computer.

Čítať túto odpoveď v kontexte 👍 2

Všetky odpovede (11)

more options

Vybrané riešenie

That's awful. Could you check for your old data in two places:

(1) On your desktop, can you find an "Old Firefox Data" folder?

(2) In your Firefox data folder, are there any extra profile folders? To check that, on the Start menu search box, type or paste the following, then press Enter:

%APPDATA%\Mozilla\Firefox\Profiles\

Normally you just see one partially-randomly-named folder. Are there any others?


Your Firefox data might be backed up to the cloud if you created a Firefox Sync account before. But otherwise your data is completely private to your computer.

more options

Could you take a look at the user.js file in your current profile folder and see what's in there? This article has the steps to track that down: How to fix preferences that won't save.

You either can right-click > Edit the file, or rename it with a .txt extension for easier opening. If Windows doesn't display the .js extension (i.e., you just see user), I recommend turning off the hiding of file extensions so it's easier to distinguish and rename files. This Microsoft support article has the steps: http://windows.microsoft.com/en-us/windows/show-hide-file-name-extensions#show-hide-file-name-extensions=windows-vista

more options

There are other things that need attention.

Note that your System Details List shows multiple Flash plugins.

  1. Shockwave Flash 13.0 r0
  2. Shockwave Flash 12.0 r0

You can find the installation path of all plugins on the about:plugins page.

You can check the Flash player installation folder for multiple Flash player plugins and remove older version(s) of the plugin (NPSWF32) and possibly (re)install the latest Flash player.

  • (32 bit Windows) C:\Windows\System32\Macromed\Flash\
  • (64 bit Windows) C:\Windows\SysWOW64\Macromed\Flash\
more options

Thank you for responding so quickly. I did however, forget to mention that I am pretty much computer illiterate. I do have an 'old firefox' file on the desktop, however, I don't understand what any of the files mean. There is a reminderfox choice, but it won't open. Everything is abbreviated and I'm not able to figure out what is what.

more options

Yes, of course, I was waiting to hear back before laying out the detailed steps. Here is out to turn "Old Firefox Data" back into something useful.

Here's my suggested profile resurrection procedure using the old profile folder. Please take it slowly, step by step.

Overview

These are the steps:

  1. Create a new Firefox profile
  2. Remove everything from that new profile folder
  3. Copy in everything from the old profile folder

Create a new Firefox profile (Windows)

Exit Firefox and start up in the Profile Manager using Start > search box (or Run):

firefox.exe -P

Note: Any time you want to switch profiles, exit Firefox and return to this dialog.

Click the Create Profile button. Use the default location (i.e., do not click to choose a different folder). Then select that new profile in the dialog and start Firefox.

Open the New Profile folder in Windows Explorer

Firefox in the new profile should look like a factory fresh installation. Open the Troubleshooting Information page using either:

  • "3-bar" menu button > "?" button > Troubleshooting Information
  • Help menu > Troubleshooting Information

In the first table, click the "Show Folder" button. Firefox will launch your brand new profile folder in Windows Explorer.

Leaving this folder open, switch back to Firefox, and Exit. This will leave that profile folder open in Windows Explorer.

Copy Old Data in Place of New

In that new profile folder, select all the contents and delete.

Leaving that window open, open or switch over to your Old Firefox Data folder. Drill down into your old profile folder. At this level you should see a folder named bookmarkbackups among other things.

Select everything (Ctrl+a) and Copy (either right-click > Copy or Ctrl+c).

Switch to the empty new profile folder in other window and Paste (either right-click > Paste or Ctrl+v). This may take a minute since some of the files are large.

Start Firefox

Firefox should start up in that new profile with the resurrected old profile data. Success?

more options

Hello again and thank you. I started following your instructions and everything was going along fine, until I started Firefox after creating my new profile. It opened to the page where all my troubles started it was a YAHOO/Firefox page. I just closed it because I want nothing to do with Yahoo other than receiving e-mail. After I opened it yesterday, I never had Firefox again. Have I been hijacked? Another strange thing that happened is my Reminder Fox got swallowed by Windows Calendar, which I've never used before. This is all too weird for me. It's late, and I'll wait for a fresh start tomorrow....and see if you respond. Good night and thank you so much. If I'm not a huge bother, I hope to hear more from you.

more options

Well. the good news is you got back to where you were. The bad news is, you have to do a little cleanup now that you're there.

To switch your home page back to the built-in home page, your new tab back to thumbnails, and your search engine back to Google, you can use this extension: https://addons.mozilla.org/firefox/addon/searchreset/

But... if Firefox is ignoring your selected home page, you may have an unwanted add-on you need to remove. You can review, disable, and often remove extensions on the Add-ons page. Either:

  • Ctrl+Shift+a
  • "3-bar" menu button (or Tools menu) > Add-ons

In the left column, click Extensions. Then, if in doubt, disable.

Usually a link will appear above at least one disabled extension to restart Firefox. You can complete your work on the tab and click one of the links as the last step.


I'm not sure what you mean about Windows Calendar. I think we will need more information on that. Is it on a Microsoft website like live.com?

more options

Do you have a user.js file in the current Firefox profile folder?

You can use this button to go to the currently used Firefox profile folder:

  • Help > Troubleshooting Information > Profile Directory: Show Folder (Linux: Open Directory; Mac: Show in Finder)

Windows hides some file extensions by default. Among them are .html and .ini and .js and .txt, so you may only see the User file name without file extension. You can see the real file type (file extension) in the properties of the file via the right-click context menu in Windows Explorer.

Did you install the Firefox version from the Mozilla server or possibly that is branded by Yahoo?

You can find the full version of the current Firefox 29.0.1 release in all languages and for all Operating Systems here:

Note that you would have to to a clean reinstall and delete the Firefox program folder to make sure that all files get removed.

more options

Thanks for your input. I do not have a userjs file anywhere. Also, I installed Firefox right from their site, years ago. All this happened after the recent update and my mistake of 'resetting' Firefox when nothing else worked. I still have the Yahoo logo all over my page, but was able to find 'ClassicThemeRestorer' add on that at least got my old design back and no more Yahoo to deal with. I've still not been able to find a way to get my, ever so important, ReminderFox imported back from Windows Calendar. Any insight on that? I appreciate all your help, and can breathe somewhat easier now that I've found everthing. Even though some is in a new format. You are very appreciated! Thanks, again.

Upravil(a) naughtyvolvo dňa

more options

A big thank you to both jscher200 and cor-el. I used the information you both provided [in terms even I can understand!]. Everything is back in order now. I found my beloved ReminderFox by uninstalling and re-installing. WhoooHoooo. I can breathe again. Thank you, thank you, thank you, Firefox angels!

more options

Hi ffuturebright ,

Sorry to bother you after your Firefox problem has been resolved, but I am wondering if you would be able to help us.

Could you first of all search on the computer for all copies of the following files.

  1. nptnt2.dll
  2. libinject2.dll,
  3. libredir2.dll

The first file does appear to have been on your computer. Possibly you will also have the other two. Search Tips

guigs2 from the Firefox HelpDesk will probably be following up on this post, but being paid staff is only available in working hours.

For now please try to find the files but do not take any other action, as you appear to have the file disabled, and we an not be certain yet that it is a bad copy.

Perhaps you could post back to say whether you are able to search for these files and whether or not you have found them.

Thanks in advance, John


Background Information

You seem to have a file installed that apparently is malware and Firefox engineers are trying to get hold of a copy of the file. They can study it to confirm it is bad,then pass the information on to the sites that detect malware.

Briefly you kindly provided troubleshooting information you posted this question

We are very interested in the file nptn2.dll some of those are apparently bad files that cause problems.

There is more information in a contributors thread started by staff member Cheng Wang.


P.S. Did you ever look into the user.js file issue any further ?

That is something that will affect your Firefox use, and if you did not create the file then who or what did ?

I know you had difficulty finding it, and maybe it no longer exists but note the search tips above they may help.