Do Not Use the support number, It is a fake.

Let’s do a full clean re-install;

Note: Firefox comes in three or more folders on all computers. They are;

Maintenance: (Programs Folder) <Windows Only> Firefox itself: (Programs Folder) And two folders in the profile of each user on the computer for each Firefox profile for that user.

If you remove the Firefox folder, the user profiles would not be affected.

Download Firefox For All languages And Systems {web link}

Save the file. Then Close Firefox.

Using your file browser, open the Programs Folder on your computer.

Windows: C:\Program Files C:\Program Files (x86) Note: Check Both Folders

Mac: Open the "Applications" folder. https://support.mozilla.org/en-US/kb/how-download-and-install-firefox-mac

Linux: Check your user manual. If you installed Firefox with the distro-based package manager, you should use the same way to uninstall it. See Install Firefox on Linux; https://support.mozilla.org/en-US/kb/install-firefox-linux

If you downloaded and installed the binary package from the Firefox download page, simply remove the folder Firefox in your home directory. http://www.mozilla.org/firefox#desktop ++++++++++++++++++++++++++++ Look for, and remove any Mozilla or Firefox program folders. Do not remove the Mozilla Thunderbird folder if there is one.

Do Not remove any profile folders.

After rebooting the computer, run a registry scanner if you have one. Then run the installer. +++++++++++++++++++++++++++ If there is a problem, start your Computer in safe mode and try again.

http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode This shows how to Start all Computers in Safe Mode; Free Online Encyclopedia

Thank you so much for your reply Fred McD. While I'm not completely ignorant to computers, and can handle many day-to-day operations, I'm afraid you've got me in over my head here. I started with your instructions and installed Firefox again, and once I did it worked as it should and all of my bookmarks and other info was all still there.

But in trying to open Program Files....well, I can't find it, and in looking for instructions on how to do that I just got more confused. What happens if I leave it as is since its working normally now? Will that same issue just repeat itself down the road? And can you tell me what caused this in the first place? A corrupt file in Firefox somewhere?

I need to know how to open Program Files. I input that into the search bar and got different search results. But in clicking on the link it took me to other instructions that as I said, just confused me more. And I don't have any problems admitting my computer ignorance when I get it!

That Firefox is working again is a good thing. Well done.

A clean reinstall is done when it is suspected that the old program was corrupted. Just doing an install could leave bad files on the drive.

MKS1 said

But in trying to open Program Files . . .

in the Windows search box, type: C:\Program Files C:\Program Files (x86)

Note: Check Both Folders

I am glad to hear that your problem has been resolved. If you haven't already, please select the answer that solves the problem. This will help other users with similar problems find the solution.

Thank you for contacting Mozilla Support.

Okay Fred,

I've pulled up Program Files in Firefox......however, I'm uncertain as to exactly what it is I should be removing. Every file listed is dated 4/3/20. Except for several files dated with todays date of 4/8/20.

With being as uncertain as I am with removing files, I'm reluctant to proceed. It feels as though I've only placed a band-aid on the problem, and that if I don't remove whatever corrupted files there are, the problem will undoubtedly come back.

Are you able to explain to me what files I should be looking for to remove so I don't mess things up worse? I'd appreciate any information in that area that you're able to give. You've been extremely helpful so far for which I'm truly grateful!

Also......any ideas as to what may have caused this issue to begin with? And I thought I'd mark the helpful box once this was totally resolved. That way folks can read the entire thread.

Thanks again,

Michael.....

If Firefox is now working, leave it alone.

Okay,

Thanks again for your help Fred......its greatly appreciated!

I am glad to hear that your problem has been resolved. If you haven't already, please select the answer that solves the problem. This will help other users with similar problems find the solution.

Thank you for contacting Mozilla Support.