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Can't access internet

  • 2 cavab
  • 1 has this problem
  • 1 view
  • Last reply by cor-el

Barbara MacLean
Barbara MacLean
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Ever since I downloaded the latest update on Firefox a couple of days ago, I have been unable to reach the internet. The program opens but doesn't show my opening screen and I can't get to any URL. At the bottom left of the screen, there is a message showing: Transferring data from . . . whatever site I was trying to access. The following message shows on the screen:

"Gah. Your tab just crashed. We can help! Choose Restore This Tab or Restore All Crashed Tabs to reload the page/pages."

When I click on Restore, the screen goes white for a few seconds and then the same message comes back. I downloaded the Mozilla software again but nothing has changed and I'm still getting the same messages. What can I do to not lose my bookmarks, etc.

Ever since I downloaded the latest update on Firefox a couple of days ago, I have been unable to reach the internet. The program opens but doesn't show my opening screen and I can't get to any URL. At the bottom left of the screen, there is a message showing: Transferring data from . . . whatever site I was trying to access. The following message shows on the screen: "Gah. Your tab just crashed. We can help! Choose Restore This Tab or Restore All Crashed Tabs to reload the page/pages." When I click on Restore, the screen goes white for a few seconds and then the same message comes back. I downloaded the Mozilla software again but nothing has changed and I'm still getting the same messages. What can I do to not lose my bookmarks, etc.

All Replies (2)

Paul
Paul
  • Top 25 Contributor
  • Moderator
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We're sorry to hear that your Firefox seems to be crashing when you open it. Please perform the following steps to give us a crash report ID that helps us find out more about the cause of the crash.

  1. On the keyboard, press [Windows] The image "Windows key" does not exist. + [R]. This should bring up a Run window that contains a text field.
  2. In that text field, type %APPDATA% and press Enter. An explorer window should open.
  3. From that explorer window, double-click on the Mozilla folder, then double-click on Firefox and then on Crash reports. Double-click on submitted.
  4. Now, you should see a list of files that contain reports. Go to View > Arrange Icons by > Modified to get the most recent files at the top of the window.
  5. Open the most recent 5 files with a text editor and copy the IDs.
  6. Paste each ID with bp- into the reply window on the forums.

Thanks in advance!

You can find more information and troubleshooting steps in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
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Try to start Firefox in Troubleshoot Mode to see if that works.

  • Windows: hold down the Shift key while starting Firefox
  • Mac: hold down the Options key while starting Firefox

Did you recently uninstall an application that was using Visual C+ runtime components?

You can check for issues caused by a corrupted or incomplete Visual C++ installation that is missing runtime components (Redistributable Packages) required by Firefox, especially VCRUNTIME140_1.dll.

See "Visual Studio 2015, 2017, 2019, and 2022":

Download the latest vc_redist.x64 and vc_redist.x86 files.

You need to reboot the computer.