Standard diagnostic: Difference between revisions

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(additional uninstall and reinstall instructions.)
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#* 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 "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 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 [[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.
#* Perform step 3 again, then [[Profile manager | create a new profile]]. '''Your personal data and 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.
# 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.
# Download the Firefox, Thunderbird or Mozilla Suite program installer from [http://www.mozilla.org mozilla.org], exit the browser and then uninstall and reinstall the program as follows:
#* Uninstall the program. ''(Windows OS)'' Use the Add-Remove applet in the Control Panel. 
#* Delete the [[Installation directory | program installation folder]]. ''(Mozilla Suite on Windows)'' Also delete the "C:\Program Files\common files\mozilla.org\'''GRE'''" folder (if not removed by the uninstall process).
#* Open your OS temporary directory and delete the ''contents'' (files and folders).  ''(Windows 98/ME)'': <tt>C:\Windows\Temp</tt> ''(Windows 2000/XP)'': Use Start -> Run -> and type <tt>%temp%</tt> in the Open box.
#* Disable your antivirus, close all other running programs and then run the program installer.  
# ''(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.
# ''(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. Also check your system for viruses, spyware and other malware.


==See also==
==See also==

Revision as of 16:56, 27 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:
    • Clear the cache: (Firefox) "Tools -> Options -> Privacy -> Cache -> Clear". (Mozilla Suite) "Edit -> Preferences -> Advanced -> Cache -> Clear Cache".
    • (Mozilla Suite) Switch to the Classic or Modern theme: "Edit -> Preferences -> Appearance -> Themes" then restart 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, 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 before continuing so that your settings and personal data (such as bookmarks and passwords) 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 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. Download the Firefox, Thunderbird or Mozilla Suite program installer from mozilla.org, exit the browser and then uninstall and reinstall the program as follows:
    • Uninstall the program. (Windows OS) Use the Add-Remove applet in the Control Panel.
    • Delete the program installation folder. (Mozilla Suite on Windows) Also delete the "C:\Program Files\common files\mozilla.org\GRE" folder (if not removed by the uninstall process).
    • Open your OS temporary directory and delete the contents (files and folders). (Windows 98/ME): C:\Windows\Temp (Windows 2000/XP): Use Start -> Run -> and type %temp% in the Open box.
    • Disable your antivirus, close all other running programs and then run the program installer.
  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. Also check your system for viruses, spyware and other malware.

See also

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