Hi John, if you look at the Add-ons page, extensions list, you may see that some have a little purple circle with a white mask -- the ones allowed to run in private windows -- and some do not. (Extensions in Private Browsing) So you can guess that the ones *without* the symbol are possibly interfering with WeTransfer. Here's where to check yours:

Either:

• click the Extensions button (puzzle piece) on the toolbar > Manage Extensions
• Command+Shift+a (Windows: Ctrl+Shift+a)
• "3-bar" menu button (or Tools menu) > Add-ons
• type or paste about:addons in the address bar and press Enter/Return

In the left column of the Add-ons page, click Extensions. On the right side, find the "Manage Your Extensions" heading. (Ignore the "Recommended Extensions" section, those are not actually installed yet.)

If you use the WeTransfer site regularly enough that you want to go through troubleshooting now, check your extension buttons while you are viewing the site. These might be on the Extensions button (puzzle piece) drop-down, or they might be pinned to the toolbar. If any of these buttons have a numbered badge on them, that usually indicate they are blocking some things in the page. If they don't have a badge but you know that they filter page content or modify its behavior, you can check those, too. What you would be looking for is how to make a site exception for WeTransfer so they don't interfere with its normal operation.

Hello,

Thank you for the info on extensions. I went through the steps you mentioned but saw no extensions that are active. I was going to attach a screen grab of the page showing Manage Your Extensions, but realized there is no place to do that.

Any further thoughts would be helpful.

Thank you, John

Hi John, if you save the screen grab to disk, there should be a Browse button below the reply box to attach it, if you think it would be useful.

The other differences between private and regular windows relate to stored data like files cached from previous visits and cookies set by the server on previous visits. Maybe there's something else I'm forgetting.

Hello,

Thanks for getting back to me. I have attached the screen grab. Not sure if it is helpful.

Thanks again, John

It very much looks like you don't have any extensions installed. So you could try clearing Firefox's web content cache and see whether that makes any difference, and/or clear the site's cookies. Here's how:

(1) Clear Firefox's Cache

See: How to clear the Firefox cache (only select "Temporary cached files and pages", don't clear other kinds of data)

If you have a large hard drive, this might take a few minutes.

(2) Remove the site's cookies (save any pending work first). While viewing a page on the site, click the lock icon at the left end of the address bar. After a moment, a "Clear Cookies and Site Data" button should appear at the bottom. Go ahead and click that. Firefox will ask you to confirm; go ahead and confirm.

Then try reloading the page. Does that help?

Hello I cleared the cache per your instructions and tried to download the file again. did better 1.36 GB of a 3.1 GB file, but stopped. So I went and did the Clear Cookies and Site Data and then refreshed the page. Tried download again and this time it stopped at 802.2 MB. Attached are is a screen grab of the trashed files, which I did before downloading each time.

Thanks again...

John