cancel
Showing results for 
Search instead for 
Did you mean: 

Why can I no longer log in to mail.com since installing 19.0?

Highlighted
New Contributor

Why can I no longer log in to mail.com since installing 19.0?

Form the date of installing Firefox 19 (1/12/13) I have not been able to log in to or communicate in any way with mail.com. I can find no reason for this other than the coincidental installation of 19. Can you offer any suggestions?

16 REPLIES
Legendary Contributor

Re: Why can I no longer log in to mail.com since installing 19.0?

New Contributor

Re: Why can I no longer log in to mail.com since installing 19.0?

I followed the instructions in that link and still have issues. I had previously cleared all recent history (aside from Tab Mix Plus Saved Sessions) and am still experiencing a blank white page after logging in to my mail.com account. The login proceeds normally, but upon arriving at the page where my inbox would be displayed I see nothing.

Site Moderator

Re: Why can I no longer log in to mail.com since installing 19.0?

Did you delete the cookies.sqlite file?

Rename (or delete) cookies.sqlite (cookies.sqlite.old) and delete other present cookie files like cookies.sqlite-journal in the Firefox Profile Folder in case the file cookies.sqlite got corrupted.

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

  • Help > Troubleshooting Information > Profile Directory: Show Folder

Does it work if you temporarily switch to Private Browsing mode?


You can remove all stored data from a specific domain via "Forget About This Site" in the right-click context menu of an history entry (Show All History or History sidebar) or via the aboutSmiley Tongueermissions page.

Using "Forget About This Site" will remove everything like bookmarks, cookies, passwords, cache, history, and exceptions from that domain, so be cautious and if you have a password or other data from that domain that you do not want to lose then make a note of those passwords and bookmarks. You can't recover from that "forget" unless you have a backup of the affected files.

It doesn't have any lasting effect, so if you revisit such a 'forgotten' website then data from that website will be saved once again.


Which security software (firewall, anti-virus) do you have?

Make sure that it isn't blocking cookies.

New Contributor

Re: Why can I no longer log in to mail.com since installing 19.0?

Thanks for the reply.

Yes, I deleted cookies.sqlite. I have the same issue in Private Browsing mode.

I used the 'Forget About This Site' option. I didn't have any data that I was concerned about losing regarding mail.com.

I am running Avast Internet Security 7.0.1474. Firefox is assigned the default 'Internet out' application rule. I'm not using any of the plugins, sandbox, etc. As far as I can tell (checked logs, firewall settings, etc.) I couldn't see that any cookies were being blocked.

Site Moderator

Re: Why can I no longer log in to mail.com since installing 19.0?

Do a malware check with some malware scanning programs on the Windows computer.
You need to scan with all programs because each program detects different malware.
Make sure that you update each program to get the latest version of their databases before doing a scan.

You can also do a check for a rootkit infection with TDSSKiller.

See also:


Try to boot the computer in Windows Safe mode with network support (press F8 on the boot screen) as a test to see if that helps.

New Contributor

Re: Why can I no longer log in to mail.com since installing 19.0?

Cor-el,

Thanks for the links. I've run the Malwarebytes' scan, both Microsoft scans and TDSSKiller. A few things were detected and removed, but I'm still having the same issue. I'll run the other two today and update this post after they're completed.

Site Moderator

Re: Why can I no longer log in to mail.com since installing 19.0?

Did you try to boot Windows in Safe mode?

New Contributor

Re: Why can I no longer log in to mail.com since installing 19.0?

Finished the other scans and removed a couple more things, but no dice. Also tried Safe Mode and am seeing the same issue.

Site Moderator

Re: Why can I no longer log in to mail.com since installing 19.0?

Create a new profile as a test to check if your current profile is causing the problems.

See "Creating a profile":

If the new profile works then you can transfer some files from an existing profile to the new profile, but be careful not to copy corrupted files.