Standard diagnostic: Difference between revisions

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(re-organized, added more information and a "See Also" section for links to other articles.)
(take out xpicleanup.dat solution and general clean-up)
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''This article offers a step-by-step guide that users can follow if Thunderbird, Firefox, or Mozilla Suite is no longer working properly and no other application is exhibiting strange behaviour.''
This article offers a step-by-step guide that users can follow if Thunderbird, Firefox, or Mozilla Suite is no longer working properly and no other application is exhibiting strange behaviour.
   
   
# Reboot the computer.  If the problem persists, continue on.
# Reboot the computer.  If the problem persists, continue on.
# ''(Firefox only)'' If you see the message,  "The program must close to allow a previous installation attempt to complete. Please restart." and restarting Firefox doesn't help, go to the program installation folder (on Windows OS, usually ''C:\Program Files\Mozilla Firefox'') and delete the "xpicleanup.dat" file ([https://bugzilla.mozilla.org/show_bug.cgi?id=283680 Bug 283680]).  If the problem continues, go on to the next step.
# ''(Firefox and Mozilla Suite)'' If you can open the program and use the menus:
# ''(Firefox and Mozilla Suite)'' If you can open the program and use the menus:
#* ''(Mozilla Suite)'' Switch to the standard Classic or Modern theme: "Edit -> Preferences -> Appearance -> Themes".  
#* ''(Firefox)'' Clear the cache: "Tools -> Options -> Privacy -> Cache -> Clear". If the problem persists, continue on.
#*''(Firefox and Mozilla Suite)'' Clear the cache: "Tools -> Options -> Privacy -> Cache -> Clear" (Firefox) or "Edit -> Preferences -> Advanced -> Cache -> Clear Cache" (Mozilla Suite) and restart. If the problem persists, continue on.  
#* ''(Mozilla Suite)'' Switch to the Classic or Modern theme: "Edit -> Preferences -> Appearance -> Themes". Clear the cache: "Edit -> Preferences -> Advanced -> Cache -> Clear Cache". 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.'''
# 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, with added extensions or themes)''
# ''(Firefox and Thunderbird, with added extensions or themes)''
#* ''(Firefox only)'' Before proceeding, review the list of [[problematic extensions]] to see if your problem is listed there.  If the problem is not resolved, continue on.  
#* ''(Firefox only)'' Review the list of [[problematic extensions]] to see if your problem is listed there.  If the problem is not resolved, continue on.  
#*Start the application in [[Safe Mode]] (not Windows Safe Mode).  This will start the program with all extensions disabled and with the default theme.  If the problem exists in Safe Mode, or if Firefox or Thunderbird doesn't start in Safe Mode, continue on to the next numbered step. If the problem goes away in Safe Mode,  
#* Start the application in [[safe mode]] (not Windows Safe Mode).  This will start the program with all extensions disabled and with the default theme.  If the problem exists in safe mode, or if Firefox or Thunderbird doesn't start in safe mode, continue on to the next numbered step. If the problem goes away in safe mode,  
#* Uninstall your most recently installed or updated extension or theme, perform step 4 again, and start Firefox or Thunderbird normally. If the problem persists,
#* Uninstall your most recently installed or updated extension or theme, perform step 3 again, and start Firefox or Thunderbird normally. If the problem persists,
#* Select the default theme in "Tools -> Themes" and uninstall your extensions in  "Tools -> Extensions" to uninstall your extensions (although the extensions appear grayed out, you will still be able to uninstall them), perform step 4 again, and start Firefox or Thunderbird normally. If the problem persists, continue on.
#* Select the default theme in "Tools -> Themes" and uninstall your extensions in  "Tools -> Extensions" to uninstall your extensions (although the extensions appear grayed out, you will still be able to uninstall them), perform step 3 again, and start Firefox or Thunderbird normally. If the problem persists, continue on.
# '''Important:''' Be sure to [[Profile backup | Back up your profile data]] before continuing, so that important profile data can restored later, and then :
# '''Important:''' [[Profile backup | Back up your profile data]] before continuing so that your bookmarks and settings will not be lost. Then,
#* Perform step 4 again and delete the file "XUL.mfl" ''(Windows)'', "xul.mfasl" ''(Linux)'', or "XUL FastLoad File" ''(Mac OS X)'' from your [[profile folder]]. This file will be regenerated on next startup. If the problem persists,
#* Perform step 3 again and delete the file "XUL.mfl" ''(Windows)'', "xul.mfasl" ''(Linux)'', or "XUL FastLoad File" ''(Mac OS X)'' from your [[profile folder]]. This file will be regenerated on next startup. If the problem persists,
#* Perform step 4 again, then delete the "localstore.rdf" file from your [[profile folder]]. '''You will lose any changes you have made to the toolbars.''' If the problem persists,
#* Perform step 3 again, then delete the "localstore.rdf" file from your [[profile folder]]. '''You will lose any changes you have made to the toolbars.''' If the problem persists,
#* Perform step 4 again, then delete the "chrome" and "extensions" folders from  your [[profile folder]]. '''You will lose all your extensions and themes.''' If the problem persists,  
#* Perform step 3 again, then delete the "chrome" and "extensions" folders from  your [[profile folder]]. '''You will lose all your extensions and themes.''' If the problem persists,  
#* Perform step 4 again, then [[Profile manager | create a new profile]]. '''Your personal data and preference settings will be gone.'''  If the problem is resolved, [[Migrating_settings_to_a_new_profile | selectively copy back your important profile data]] to the new profile. (Note: Instead of creating a new profile, you can delete all files and folders from the current [[Profile Folder]] and then copy back your saved profile data to the same profile folder).   If this solves the problem, you had a [[Profile_folder#What_do_I_do_if_my_profile.27s_corrupted.3F | corrupt profile]]. If the problem persists, continue on.
#* Perform step 3 again, then [[Profile manager | create a new profile]]. '''Your personal data and preference settings will be gone.'''  If the problem is resolved, [[Migrating_settings_to_a_new_profile | selectively copy back your important profile data]] to the new profile. If the problem persists, continue on.
# ''(Firefox only, Windows OS)'' Perform step 4 again, then rename firefox.exe to firefox1.exe in the program files folder (by default, C:\Program Files\Mozilla Firefox) and then run (double-click) firefox1.exe. If the problem persists, rename it back to firefox.exe and continue on.
# Uninstall the program. Delete all the files in your OS temporary directory (Windows 98/ME: <tt>C:\Windows\Temp</tt>, Windows 2000/XP: Start -> Run -> <tt>%temp%</tt>). Download the installer from [http://mozilla.org mozilla.org] and reinstall.
# Uninstall the program, download it again  and reinstall. ''(Windows OS)'' Before reinstalling, open the Windows temporary folder and delete the contents. In Win98-WinMe, open "C:\Windows\'''Temp'''"; in  Win2000-WinXP, open "C:\Documents and Settings\"username"\Local Settings\'''Temp'''" (or use Start -> Run and type in '''%temp%''' to open the "Temp" folder).
# ''(Firefox on Windows)'' Perform step 3 again, then rename firefox.exe to firefox1.exe in the application folder (by default, <tt>C:\Program Files\Mozilla Firefox</tt>) and then double-click firefox1.exe.
 
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, spyware and other malware.
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, spyware and other malware.


==See Also:==
==See also==
*[[Browser will not start up]]
*[[Browser will not start up]]
*[[Profile in use]]
*[[Profile in use]]

Revision as of 18:32, 17 September 2005

This article offers a step-by-step guide that users can follow if Thunderbird, Firefox, or Mozilla Suite is no longer working properly and no other application is exhibiting strange behaviour.

  1. Reboot the computer. If the problem persists, continue on.
  2. (Firefox and Mozilla Suite) If you can open the program and use the menus:
    • (Firefox) Clear the cache: "Tools -> Options -> Privacy -> Cache -> Clear". If the problem persists, continue on.
    • (Mozilla Suite) Switch to the Classic or Modern theme: "Edit -> Preferences -> Appearance -> Themes". Clear the cache: "Edit -> Preferences -> Advanced -> Cache -> Clear Cache". 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, with added extensions or themes)
    • (Firefox only) Review the list of problematic extensions to see if your problem is listed there. If the problem is not resolved, continue on.
    • Start the application in safe mode (not Windows Safe Mode). This will start the program with all extensions disabled and with the default theme. If the problem exists in safe mode, or if Firefox or Thunderbird doesn't start in safe mode, continue on to the next numbered step. If the problem goes away in safe mode,
    • Uninstall your most recently installed or updated extension or theme, perform step 3 again, and start Firefox or Thunderbird normally. If the problem persists,
    • Select the default theme in "Tools -> Themes" and uninstall your extensions in "Tools -> Extensions" to uninstall your extensions (although the extensions appear grayed out, you will still be able to uninstall them), perform step 3 again, and start Firefox or Thunderbird normally. If the problem persists, continue on.
  5. Important: Back up your profile data before continuing so that your bookmarks and settings will not be lost. Then,
    • Perform step 3 again and delete the file "XUL.mfl" (Windows), "xul.mfasl" (Linux), or "XUL FastLoad File" (Mac OS X) from your profile folder. This file will be regenerated on next startup. If the problem persists,
    • Perform step 3 again, then delete the "localstore.rdf" file from your profile folder. You will lose any changes you have made to the toolbars. If the problem persists,
    • Perform step 3 again, then delete the "chrome" and "extensions" folders from your profile folder. You will lose all your extensions and themes. If the problem persists,
    • Perform step 3 again, then create a new profile. Your personal data and preference settings will be gone. If the problem is resolved, selectively copy back your important profile data to the new profile. If the problem persists, continue on.
  6. Uninstall the program. Delete all the files in your OS temporary directory (Windows 98/ME: C:\Windows\Temp, Windows 2000/XP: Start -> Run -> %temp%). Download the installer from mozilla.org and reinstall.
  7. (Firefox on Windows) Perform step 3 again, then rename firefox.exe to firefox1.exe in the application folder (by default, C:\Program Files\Mozilla Firefox) and then double-click firefox1.exe.

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, spyware and other malware.

See also