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Ancestry.com is not responding when I access from Firefox. It works fine from Explorer, but the screen is frozen from Firefox

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New User

Ancestry.com is not responding when I access from Firefox. It works fine from Explorer, but the screen is frozen from Firefox

This pretty much sums it up. I can't log on.

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Site Moderator

Re: Ancestry.com is not responding when I access from Firefox. It works fine from Explorer, but the screen is frozen from Firefox

If it works in Safe Mode and in normal mode with all extensions (Firefox/Tools > Add-ons > Extensions) disabled then try to find which extension is causing it by enabling one extension at a time until the problem reappears.

Close and restart Firefox after each change via "Firefox > Exit" (Windows: Firefox/File > Exit; Mac: Firefox > Quit Firefox; Linux: Firefox/File > Quit)

I'm not using Ghostery, but you should be able to white list specific domains in case Ghostery is the culprit.

4 REPLIES
Grand Master

Re: Ancestry.com is not responding when I access from Firefox. It works fine from Explorer, but the screen is frozen from Firefox

Hello,

Many site issues can be caused by corrupt cookies or cache. In order to try to fix these problems, the first step is to clear both cookies and the cache. Note: This will temporarily log you out of all sites you're logged in to. To clear cache and cookies do the following:

  1. Go to Firefox > History > Clear recent history or (if no Firefox button is shown) go to Tools > Clear recent history.
  2. Under "Time range to clear", select "Everything".
  3. Now, click the arrow next to Details to toggle the Details list active.
  4. From the details list, check Cache and Cookies and uncheck everything else.
  5. Now click the Clear now button.

Further information can be found in the Clear your cache, history and other personal information in Firefox article.

Did this fix your problems? Please report back to us!

Thank you.

Site Moderator

Re: Ancestry.com is not responding when I access from Firefox. It works fine from Explorer, but the screen is frozen from Firefox

Start Firefox in Safe Mode to check if one of the extensions (Firefox/Firefox/Tools > Add-ons > Extensions) or if hardware acceleration is causing the problem (switch to the DEFAULT theme: Firefox/Firefox/Tools > Add-ons > Appearance).

  • Do NOT click the Reset button on the Safe Mode start window.
New User

Re: Ancestry.com is not responding when I access from Firefox. It works fine from Explorer, but the screen is frozen from Firefox

Ok. Now it works, but how do I find out which add-on is the problem? Ghostery seems to cause a lot of issues when sites require certain cookies, but I don't want to turn them all on!

Site Moderator

Re: Ancestry.com is not responding when I access from Firefox. It works fine from Explorer, but the screen is frozen from Firefox

If it works in Safe Mode and in normal mode with all extensions (Firefox/Tools > Add-ons > Extensions) disabled then try to find which extension is causing it by enabling one extension at a time until the problem reappears.

Close and restart Firefox after each change via "Firefox > Exit" (Windows: Firefox/File > Exit; Mac: Firefox > Quit Firefox; Linux: Firefox/File > Quit)

I'm not using Ghostery, but you should be able to white list specific domains in case Ghostery is the culprit.