We all rely on our web browsers to get us through the day, so serious problems with your browser of choice can have a serious impact on your productivity, peace of mind, or even less important things like Netflix binge watches. This guide will take you through troubleshooting steps to get Mozilla Firefox working properly on your machine.
2. OS Choice
To continue, we need to know what Operating System your computer is using.
There are 2 main Operating Systems for personal computers currently available, Microsoft Windows and Apple macOS.
Microsoft WindowsApple macOSMicrosoft Windows runs on computers produced by multiple companies, such as Lenovo, Asus, Dell, Toshiba, Hewlett Packard, Acer, and Sony.Apple is the only company that makes macOS computers.
3. Restart Your PC
Before your restart or shut down your PC, make sure to save all necessary work to prevent data loss.
Using the Mouse
Select the Start menu.
By default it is in the lower left corner of your screen.
Select Power, then select Restart.
Using the Keyboard
Press the Windows and X keys at the same time. This minimizes any open windows you may have.
Press the Alt and F4 keys at the same time. This tells Windows to close the desktop.
Select Restart, then OK.
4. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
5. Clear Browser History
Open Mozilla Firefox.
Select the Menu button located in the top right corner of the window.
Select Library.
Select History.
Select Clear Recent History.
For Time range to clear, select Everything. Then select Clear Now.
6. Quit and Restart
Firefox does not run in the background normally.
Select the X in the top-right corner of the window to close Firefox.
Make sure the Firefox icon does not appear on the Taskbar.
7. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
8. Disable Extensions
Extensions provide extra features to Firefox. Sometimes, these Extensions are not coded well, break after a Firefox update, or because they change the way Firefox works in a malicious way to show you advertisements.
Disabling or removing unneeded or unwanted Extensions can help resolve these problems.
It is recommended to delete all unwanted Extensions, then disable all other Extensions, then test the browser, then enable your wanted extensions one by one, testing each time to find the extension that's causing problems.
Open Mozilla Firefox.
Select the Menu button located in the top right corner of the window.
Select Add-ons.
Select Extensions on the left.
Here you'll see a list of extensions installed.
Disable An Extension
Disabling an Extension will leave it installed, but entirely deactivated making it do nothing, but easy to re-enable later should you need it. This is best if you're not entirely sure what the extension is for.
Select the Disable button to turn the extension off.
The extension will show as (disabled).
Remove An Extension
It is best to remove any Extensions you see that relate to advertising, or that you know you do not use.
Select the Remove button for an Extension you don't want.
9. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
10. Uninstall Check
Our next step is to uninstall Mozilla Firefox.
In most cases, your bookmarks and saved passwords will be saved through uninstalling and reinstalling, but they can be lost during this process.
Any history, frequently used pages, cookies, and Extensions will be lost.
Any bookmarks, passwords, and extension settings could be lost if they are corrupt and causing the problems you are having.
11. Uninstall
Select the Start menu, then select Settings.
Select Apps.
In Apps & features, select Mozilla Firefox, then select Uninstall.
Select Uninstall for the conformation message.
The Helper will ask permission to run, select Yes.
The Uninstall Wizard will open, select Next.
You'll be shown where Firefox is currently installed. Select Uninstall.
Select Finish.
12. Restart Your PC
Before your restart or shut down your PC, make sure to save all necessary work to prevent data loss.
Using the Mouse
Select the Start menu.
By default it is in the lower left corner of your screen.
Select Power, then select Restart.
Using the Keyboard
Press the Windows and X keys at the same time. This minimizes any open windows you may have.
Press the Alt and F4 keys at the same time. This tells Windows to close the desktop.
Select Restart, then OK.
13. Install
We will use the built-in Edge browser on your computer to download and install Mozilla Firefox.
Open Microsoft Edge.
In the address bar at the top, type www.mozilla.com/firefox, then press enter.
Select Download now.
Select Run to start the installer right after downloading.
The installer will ask permission to run, select Yes.
Select Install or Re-install (if you had Firefox installed before).
The Import wizard should run, select Finish if prompted.
Firefox should open automatically.
14. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
15. Guided Path not helpful.
16. Escalate to PTE
If you are a PST, follow the Escalation Process to PTE.
17. What's next?
18. Quit and Restart
By default, macOS does not quit programs when you close their windows. Quitting and restarting Firefox can often resolve these problems.
Select Firefox on your Dock.
Select the Firefox menu, then Quit Firefox.
19. Restart
From the menu bar across the top of the screen, select the Apple menu (1), then select Restart... (2).
Any unsaved work will be lost.
20. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
21. Clear Browser History
Open Mozilla Firefox.
Select the Menu button located in the top right corner of the window.
Select Library.
Select History.
Select Clear Recent History.
For Time range to clear, select Everything. Then select Clear Now.
22. Quit and Restart
By default, macOS does not quit programs when you close their windows. Quitting and restarting Firefox can often resolve these problems.
Select Firefox on your Dock.
Select the Firefox menu, then Quit Firefox.
23. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
24. Disable Extensions
Extensions provide extra features to Firefox. Sometimes, these Extensions are not coded well, break after a Firefox update, or because they change the way Firefox works in a malicious way to show you advertisements.
Disabling or removing unneeded or unwanted Extensions can help resolve these problems.
It is recommended to delete all unwanted Extensions, then disable all other Extensions, then test the browser, then enable your wanted extensions one by one, testing each time to find the extension that's causing problems.
Open Mozilla Firefox.
Select the Menu button located in the top right corner of the window.
Select Add-ons.
Select Extensions on the left.
Here you'll see a list of extensions installed.
Disable An Extension
Disabling an Extension will leave it installed, but entirely deactivated making it do nothing, but easy to re-enable later should you need it. This is best if you're not entirely sure what the extension is for.
Select the Disable button to turn the extension off.
The extension will show as (disabled).
Remove An Extension
It is best to remove any Extensions you see that relate to advertising, or that you know you do not use.
Select the Remove button for an Extension you don't want.
25. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
26. Uninstall Check
Our next step is to uninstall Mozilla Firefox.
In most cases, your bookmarks and saved passwords will be saved through uninstalling and reinstalling, but they can be lost during this process.
Any history, frequently used pages, cookies, and Extensions will be lost.
Any bookmarks, passwords, and extension settings could be lost if they are corrupt and causing the problems you are having.
27. Uninstall
Select Finder in your Dock.
Select Go > Applications.
Drag Firefox to the Trash icon on your Dock.
28. Restart
From the menu bar across the top of the screen, select the Apple menu (1), then select Restart... (2).
Any unsaved work will be lost.
29. Install Mozilla Firefox
We will use the built-in Safari browser on your Mac to download and install Mozilla Firefox.
Select Firefox.dmg from Downloads.The exact file name will change as Firefox is updated with higher versions, but it will be similar.
Drag the Firefox App into your Applications folder.
Once it has finished copying, eject the disk image for Firefox from your desktop by dragging it to Trash.
Open Firefox.
You'll be asked for permission to run Firefox, select Open.
Firefox will open.
30. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
31. OS Choice
To continue, we need to know what Operating System your computer is using.
There are 2 main Operating Systems for personal computers currently available, Microsoft Windows and Apple macOS.
Microsoft WindowsApple macOSMicrosoft Windows runs on computers produced by multiple companies, such as Lenovo, Asus, Dell, Toshiba, Hewlett Packard, Acer, and Sony.Apple is the only company that makes macOS computers.
32. Force Quit Firefox
Sometimes Firefox can get stuck as it launches. Forcing it to quit and restarting it usually fixes this problem.
On your keyboard, press the Control, Alt, and Delete keys at the same time.
Select Task Manager.
Select More details.
Select any entries named Firefox or firefox.exe, then select End task.
33. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
34. Restart Your PC
Before your restart or shut down your PC, make sure to save all necessary work to prevent data loss.
Using the Mouse
Select the Start menu.
By default it is in the lower left corner of your screen.
Select Power, then select Restart.
Using the Keyboard
Press the Windows and X keys at the same time. This minimizes any open windows you may have.
Press the Alt and F4 keys at the same time. This tells Windows to close the desktop.
Select Restart, then OK.
35. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
36. Force Quit Firefox
Sometimes Chrome can get stuck as it launches. Forcing it to quit and restarting it usually fixes this problem.
Select the Apple menu, then Force Quit.
Highlight Firefox in the list, and select Force Quit.
You'll be prompted if you're sure, select Force Quit.
37. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
38. Restart
From the menu bar across the top of the screen, select the Apple menu (1), then select Restart... (2).
Any unsaved work will be lost.
39. Test Site
Open your browser, and visit the website you had problems with at the start.
Make sure the page loads properly, and try following a few of the links from the page.
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