Standard diagnostic: Difference between revisions

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(if Firefox isn't running, you don't have to exit)
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If your Firefox/Thunderbird/Mozilla Suite was working fine but isn't anymore and no other application is exhibiting strange behaviour, follow these steps.
If Thunderbird, Firefox, or Mozilla Suite won't start or is no longer working properly and no other application is exhibiting strange behaviour, follow these steps.
#Reboot the computer. If the problem persists:
# ''(Firefox and Mozilla Suite)'': If you can open the program, clear the cache: "Tools -> Options -> Privacy -> Cache -> Clear" (Firefox) or "Edit -> Preferences -> Advanced -> Cache -> Clear Cache" (Mozilla Suite).  If the problem persists, continue on.
# Close the program (if open) using "File -> Exit" and [[Kill application | make sure it is not running in the background.]] '''Do not skip this step.'''
#''(Firefox and Thunderbird only)'' Start the application in [[Safe Mode]] (not Windows Safe Mode).  This will start the program with  all extensions disabled and the default theme.  If the problem goes away in Safe Mode, then select the default theme in "Tools -> Themes" and use "Tools -> Extensions" to uninstall your extensions (although the extensions appear grayed out, you will still be able to uninstall them). If the problem occurred after installing or updating a particular extension,  try  uninstalling that one first, then restart Firefox or Thunderbird.  If the problem persists in Safe Mode, or if Firefox or Thunderbird doesn't start, even in Safe Mode, continue on. 
#[[Profile backup | Back up your profile]]. Your profile contains your bookmarks, passwords, cookies and other browsing data.
#Perform step  3  again, then delete "XUL.mfl" (the name may differ slightly, e.g. "xul.mfasl") from your [[profile folder]]. This file will be regenerated on next startup. If the problem persists, continue on.
#Perform step 3  again, then delete "localstore.rdf" from your profile folder. '''You will lose any changes you have made to the toolbars.''' If the problem persists, continue on.
#Perform step 3 again, then delete the "chrome" and "extensions" folders in your profile folder. '''You will lose all your extensions and themes.''' If the problem persists, continue on.
#Perform step 3 again, then [[Profile manager | create a new profile]]. If the problem is fixed, you had a [[Profile Folder#What do I do if my profile's corrupted? | corrupt profile]]. If the problem persists, continue on.
#''(Firefox only, Windows OS)'' Rename firefox.exe to firefox1.exe in the program files folder and then run (double-click) firefox1.exe. If the problem persists, rename it back to firefox.exe and continue on.
#Uninstall the program, clear your OS temporary folder, download it again, and reinstall.


#Reboot your computer. If the problem persists, continue on.
If none of these steps help, the problem could be with other running programs  such as a Firewall, mail-screener, spamblocker, parental control or similar program that is conflicting with your Mozilla program. Try disabling these other programs one at a time, until you find the culprit. Also check your system for viruses and other malware.
#Clear the cache: "Tools -> Options -> Privacy -> Cache -> Clear" (Firefox) or "Edit -> Preferences -> Advanced -> Cache -> Clear Cache" (Mozilla Suite). If the problem persists or you can't open the program at all, continue on.
#Completely close the problem application (using "File -> Exit"). If it's not running, skip this step.
#[[Kill application | Make sure the application is not running in the background.]] '''Do not skip this step.'''
#''(Firefox and Thunderbird only)'' Start the application in [[Safe Mode]] (not Windows Safe Mode). If the problem doesn't exist in Safe Mode, the problem is most probably with one of your themes or extensions. Select the default theme in "Tools -> Themes" and use "Tools -> Extensions" to uninstall extensions (although the extensions appear grayed out, you will still be able to uninstall them). If the problem occurred after installing or updating a particular extension, you can try first just uninstalling that one. Restart Firefox/Thunderbird. If the problem exists in Safe Mode, or the problem was not solved by switching themes and uninstalling extensions, or Firefox or Thunderbird didn't start at all in Safe Mode, then continue on.
#[[Profile backup | Back up your profile]]. Your profile contains your bookmarks, settings, extensions, etc., so backing up your profile will ensure you don't lose those things.
#Perform steps 3 and 4 again, then delete "XUL.mfl" (the name may differ slightly, e.g. "xul.mfasl") from your [[profile folder]]. This file will be regenerated on next startup. If the problem persists, continue on.
#Perform steps 3 and 4 again, then delete "localstore.rdf" from your profile folder. '''You will lose any changes you have made to the toolbars.''' If the problem persists, continue on.
#Perform steps 3 and 4 again, then delete "chrome" and "extensions" folders in your profile folder. '''You will lose all your extensions and themes.''' If the problem persists, continue on.
#Perform steps 3 and 4 again, then [[Profile manager | create a new profile]]. If the problem is fixed, you had a [[Profile Folder#What do I do if my profile's corrupted? | corrupt profile]]. If the problem persists, continue on.
#''(Firefox only)'' Rename firefox.exe to firefox1.exe in the program directory and execute firefox1.exe. If the problem persists, rename it back to firefox.exe and continue on.
#Uninstall the application, clear your OS temporary folder, download it again, and reinstall. If the problem persists, continue on.
 
If none of these steps work, perhaps it's a problem with your system and not Firefox. Scan your system for viruses and adware.

Revision as of 03:44, 29 August 2005

If Thunderbird, Firefox, or Mozilla Suite won't start or is no longer working properly and no other application is exhibiting strange behaviour, follow these steps.

  1. Reboot the computer. If the problem persists:
  2. (Firefox and Mozilla Suite): If you can open the program, clear the cache: "Tools -> Options -> Privacy -> Cache -> Clear" (Firefox) or "Edit -> Preferences -> Advanced -> Cache -> Clear Cache" (Mozilla Suite). If the problem persists, continue on.
  3. Close the program (if open) using "File -> Exit" and make sure it is not running in the background. Do not skip this step.
  4. (Firefox and Thunderbird only) Start the application in Safe Mode (not Windows Safe Mode). This will start the program with all extensions disabled and the default theme. If the problem goes away in Safe Mode, then select the default theme in "Tools -> Themes" and use "Tools -> Extensions" to uninstall your extensions (although the extensions appear grayed out, you will still be able to uninstall them). If the problem occurred after installing or updating a particular extension, try uninstalling that one first, then restart Firefox or Thunderbird. If the problem persists in Safe Mode, or if Firefox or Thunderbird doesn't start, even in Safe Mode, continue on.
  5. Back up your profile. Your profile contains your bookmarks, passwords, cookies and other browsing data.
  6. Perform step 3 again, then delete "XUL.mfl" (the name may differ slightly, e.g. "xul.mfasl") from your profile folder. This file will be regenerated on next startup. If the problem persists, continue on.
  7. Perform step 3 again, then delete "localstore.rdf" from your profile folder. You will lose any changes you have made to the toolbars. If the problem persists, continue on.
  8. Perform step 3 again, then delete the "chrome" and "extensions" folders in your profile folder. You will lose all your extensions and themes. If the problem persists, continue on.
  9. Perform step 3 again, then create a new profile. If the problem is fixed, you had a corrupt profile. If the problem persists, continue on.
  10. (Firefox only, Windows OS) Rename firefox.exe to firefox1.exe in the program files folder and then run (double-click) firefox1.exe. If the problem persists, rename it back to firefox.exe and continue on.
  11. Uninstall the program, clear your OS temporary folder, download it again, and reinstall.

If none of these steps help, the problem could be with other running programs such as a Firewall, mail-screener, spamblocker, parental control or similar program that is conflicting with your Mozilla program. Try disabling these other programs one at a time, until you find the culprit. Also check your system for viruses and other malware.

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