Use the Troubleshooting Information page to help fix Firefox issues

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Firefox includes a page with information such as which Firefox version you are using, any extensions you have installed, settings that you have changed, and graphics information. Whenever someone is helping you with a Firefox issue, this Troubleshooting Information page will allow you to provide most of the necessary information to get your issue solved quickly.

This article describes how to access and use the Troubleshooting Information page.

Accessing the Troubleshooting Information page

Click the menu button New Fx Menu , click help Help-29 and select Troubleshooting Information.

At the top of the Firefox window, click on the Help menu and select Troubleshooting Information.

Troubleshooting info - lin
On the menu bar, click on the Help menu and select Troubleshooting Information.

Troubleshooting info - mac
At the top of the Firefox window, click on the Firefox button, go over to the Help sub-menu and select Troubleshooting Information.

Troubleshooting info - win
At the top of the Firefox window, click on the Help menu and select Troubleshooting Information.

You will be taken to a page with the address about:support.

aboutsupportFx27Win7 Fx24aboutsupport-Win7 Troubleshooting Info Fx21 TroubleshootingInfo-Fx20 Firefox Troubleshooting - Fx13

Copy to clipboard

Clicking on the Copy text to clipboard button will copy all the text on the page to the Windows clipboardMac clipboardclipboard.

Copy all to clipboard

Clicking on the Copy all to clipboard button will copy all the information on the page to the Windows clipboardMac clipboardclipboard.


After copying, you can paste the information into another window for someone to see by clicking the Edit menu in the program you are using and then selecting Paste (or by holding down the Ctrlcommand key and pressingV).

Reset Firefox

The Reset Firefox feature can fix many issues by restoring Firefox to its factory default state while saving your essential information. Consider using it before going through a lengthy troubleshooting process.

Application Basics

  • Name: Tells you the name of the product you are using. In most cases, it should say "Firefox".
  • Version: Tells you which version number of Firefox you are using.
  • Update History:Clicking on Show Update History will open a window showing a history of Firefox updates that have been installed.
  • User Agent: In addition to your browser and its version number, the User Agent provides other details about your system, such as the operating system and version.
  • Profile Directory: Your profile directory is a location on your computer where Firefox stores your personal information such as bookmarks, passwords, and user preferences. Clicking on Open Containing FolderShow FolderShow in FinderOpen Directory will take you to your profile directory, where you can manage your files. For more information, see Profiles - Where Firefox stores your bookmarks, passwords and other user data.
  • Enabled Plugins: Plugins are Firefox add-ons that manage internet content that Firefox is not designed to process. These usually include patented formats for video, audio, online games, presentations, and more. Clicking on about:plugins will take you to a page that lists all of your installed plugins, their version numbers, and the type of internet content each plugin is registered to handle. For more information, see Troubleshoot issues with plugins like Flash or Java to fix common Firefox problems.
  • Build Configuration: Clicking on about:buildconfig will take you to a page that will help someone understand if you are using a standard version of Firefox or a custom version.
  • Memory Use: Clicking on about:memory will take you to a page that shows memory usage. For more information, see this blog postthis blog post.

Crash Reports for the Last 3 Days

This section lists crash Report IDs, if any, submitted by the Mozilla Crash Reporter during the last three days. Clicking on one of the Report ID links will take you to a webpage with details about that crash. Clicking on the All Crash Reports link will take you to the about:crashes page listing all submitted crash reports. To get help with crashes, see Firefox crashes - Troubleshoot, prevent and get help fixing crashes.

Extensions

Extensions are Firefox add-ons that provide additional functionality to Firefox. They are installed separately, and are usually installed by you. This section lists the name of each extension you have installed, its version, whether it is enabled, and its ID string. It is particularly useful in cases where an extension is the cause of a problem in Firefox. For more information, see Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems.

Modified Preferences

Important Modified Preferences

In this section, you will see a list of settings that have been changed from their defaults. This information will help someone know how you have adjusted your installation of Firefox. For instructions on how to reset preferences to default, see Reset Firefox preferences to troubleshoot and fix problems.

Graphics

Firefox can use your computer's graphics processor to speed up display of some pages with video and animation, which is called hardware acceleration, and to display WebGL content. This section provides information about your computer's graphics device and driver and will tell you whether hardware acceleration and WebGL are enabled or not in Firefox. Note that graphics features may be disabled because of outdated graphics drivers. For help updating your graphics drivers, see Upgrade your graphics drivers to use hardware acceleration and WebGL

JavaScript

This section displays some JavaScript settings that can impact your browsing performance.

Accessibility

This section shows if you have accessibility software enabled in Firefox.

Library Versions

This section tells you which versions of some runtime libraries are used.




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