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FF 89.0 Blocks Access to Fidelity Account

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After auto update to FF 89.0, access to long-time Fidelity account is intermittently blocked as a security warning, or causes DSL line to drop at submission of account security code, or displays account entry page as plain text, not std HTML formatting, or most often results in a technical error page saying try again later. MS EDGE works fine, no issues. This is the only webpage this occurs on. Fidelity has no FF reported issues on their end nor does my IP supplier. Using desktop PC, running Win10/64-bit, DSL line @ ~ 2.3 Mbps. Using the "Light Theme" which was auto set with 89.0. This plus the new bastardized menus will push me to drop FF since I can't afford endless hours to fix basic functionality with ea update.

All Replies (15)

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Please explain the problem in detail. What happens? What is/are the exact error message(s) ?

Make sure you are not blocking content.

Diagnose Firefox issues using Troubleshoot(Safe) Mode {web link}

A small dialog should appear. Click Start In Troubleshoot(Safe) Mode (not Refresh). Is the problem still there?

Many site issues can be caused by corrupt cookies or cache.

Warning ! ! This will log you out of sites you're logged in to. You may also lose any settings for that website.

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Problem started intermittently ~ 2 wks ago. Progressively worse until yesterday I couldn't access Fid account at all. Open FF 89.0 in privacy mode (only mode I ever use). Enter usrid/psswd at Fidelity site. Select phone options for phone message to receive security code. Enter code. Either one of the following happens: 1. I immediately lose DSL connection, get red tech error message (see file). Click on home page sends me to item 2. 2. Get a security warning as it kicks me to my DuckDuckGo home page (see file). 3. May get overlapping txt as it attempts to display my account page. Page refresh usually reformats correctly. Have discussed intermittant actions with both ISP supplier and Fidelity tech support. Both point to FF as the issue. Can access Fid account page through their desktop program Active Trader Pro using same sign on protocols with no issue. MS Edge accesses account with no issues. Since Edge can access, I ruled out a DNS issue, flushed the DNS cache anyway. Tried cache and cookie delete yesterday. Repeated multiple times after problem reoccurs. Current custom tracking shown in file. Been set this way for over a year. After clearing data/cache may allow access for short time. After closing FF and restarting several hrs later problem reoccurs. Using Troubleshooting mode allows access. Use Norton 360, basic configuration, no changes for years, just Liveupdates and file scans. Current FF extensions listed in file. Since this issue has gotten progressively worse over the last couple of weeks and as I've used the same basic desktop setup for years, everything points to the FF update. Already spent hours correcting the screwed up menus in 89. Will attempt access tomorrow to see if access is still intermittent.

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Note: Blocking cookies may cause problems on a website.

r3isl.ew.20x80wlsx said

Using Troubleshooting mode allows access.

It could be the work of one of your add-ons, or it could be Hardware Acceleration. How to disable Hardware Acceleration {web link}

Type about:addons<enter> in the address bar to open your Add-ons Manager. Hot key; <Control> (Mac=<Command>) <Shift> A)

In the Add-ons Manager, on the left, select Extensions. Disable a few add-ons, then Restart Firefox.

Some added toolbar and anti-virus add-ons are known to cause Firefox issues. Disable All Of them.

If the problem continues, disable some more (restarting FF). Continue until the problem is gone. After, you know what group is causing the issue. Re-enable the last group ONE AT A TIME (restarting FF) until the problem returns.

Once you think you found the problem, disable that and re-enable all the others, then restart again. Let us know who the suspect is, detective.

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Used Norton 360 to run full system scan overnight, no issues found. Add-ons and hardware acceleration ineffective. After access by ignoring warning, shutdown PC, restarted several hours later. Got warning (file 1+2). Zyxel cert (1+2) added. Repeat login attempt gave me Zyxelrootca error (1st time). Using DSL modem P-660HN-51. Call to Zytel tech support suggested ISP check/update firmware as that may cause two-level authentications (such as Fidelity) to fail. Waiting on response from ISP supplier. Not sure why FF access fails while Fidelity ATP app authentication succeeds if it's the modem.

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  • uses an invalid security certificate SSL_ERROR_BAD_CERT_DOMAIN
  • configured their website improperly

How to troubleshoot the error code "SEC_ERROR_UNKNOWN_ISSUER" on secure websites

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Replaced modem with newer model VMG4381-B10A. Have not seen a repeat of the ZyXelRootCA error. Added 5 primary fidelity URLs to exception list. After PC reboot, fresh FF start, clearing any cache, first fidelity login attempt at 2nd level authentication results in dropping DSL line and presenting the red error page (see previous message). After waiting for DSL to reestablish, reloading page and going through 2nd level authentication again may result in account connection. Occasionally will see the SEC_ERROR_UNKNOWN_ISSUER error. View cert example attached.

Clearly FF is the issue since Edge and Fidelity's ATP app authentications work 1st time, all the time. Multiple calls with Fidelity tech support isolate the issue to FF. Given Mozilla's position of not trusting Symantec's certs (Use Norton 360), the cert chain seems the issue. Why it fails the 1st time but may succeed on repeat attempts is unknown. Given the unreliability of FF at this point will have to migrate to something more reliable.

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With your post: the second screenshot, press the Copy Text To Clipboard key and paste it here.

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Additional info. Once connected to fidelity, if I wait for the site to time out due to inactivity, reload allows reconnection without error.

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Since second screen shot you asked for is days old only have the .jpg ver. Freeware ocr converters not very effective, can't rely on hand edit to reconstruct/rebuild.

Again after timeout/auto logoff lasting several hours, get red screen error "Due to technical error ....." (see prev submission) and lost DSL connection using same FF window. After DSL reconnects, 2nd attempt at 2nd level authentication successful. This pattern is starting to get somewhat repeatable. Notice cert verified by Entrust Inc. Copy attached.

Attached current site exceptions which Fidelity has indicated are their primaries but not a complete list. Have never had to use any exceptions in the past.

Opening 2nd FF window once successful account connection in 1st FF window, Fidelity login successful in 2nd FF window on 1st attempt. This works whether 1st FF Fidelity tab open or closed.

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hello r3,

I am able to access fidelty on both FFv89 and FFv88.

I noted that on the first visit, i got the "reader view" option, which would render the html page into text. But i proceeded in html mode.

It is unclear what all you have running on your system, other than norton. but due to FF's anti-tracking this & that, it's possible that your a.v. is in conflict with FF and or extensions you may have added to FF.

the best way to figure out where the needle in the haystack is to launch windows in clean mode or safemode. These modes will temporary disable none windows software and help elminate possible causes. Incidentally, i do recall a FF consumer having to uninstall and then reinstall their a.v. Perhaps, the reinstallation helped to update the a.v.

incidentally, are you using VPN?

Okulungisiwe ngu ·´¯`·...¸>-)))º> ~dbben

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no VPN. a.v. = ?

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Thanks for the additional information.

As i had mentioned, my FF's are not having the issue(s) you are having. But the environment FF operates in, does not consist of other softwares like those you are using.

I think you may find it advantageous by temporarly using FF in troubleshoot mode, aka safemode, and also have it operate in Windows Safe mode. By eliminating the extensions, the add-ons, the apps starting with windows, you may find the actual cause with that website not rendering in FF.

There is also a little quick trick you can try, which is to create a new profile. This profile will be virgin, per se. And using it to visit Fidelity on its first run, could be revealing.

To create a new profile to temporarily try the site with, type and go to about:profiles in the url bar. Then find and click the "new" button on that profile management page.

btw: if you can disable all your a.v.'s and anti-this and anti-thats while testing the above, it could be revealing as well.

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Ran win10 and FF both in safe mode, AV active, no Fid login issues. AV is a simple single lic for 360, no sync to other devices.

I reset win10 personalization to reset/override any FF theme related issues. Reset enhanced protections from std back to custom which I originally had. Last few logins have been successful over 2 days. Did try the browser tools/browser console while composing this mess with 1 tab open, which shows (partial list) multiple (tab?) related errors (see files), but since Fid login is currently working will not continue this further. Thanks for the various suggestions.

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You're welcome.

We are glad to be of help :-)