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Have been using Mozilla for years & suddenly it won't load-can't sign on.

  • 4 replies
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  • Last reply by leelathome

leelathome
leelathome
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I have been using Mozilla for about 2 years and I started getting error messages "Mozilla had to close...", which I sent the reports to Mozilla each time the error occurred. Then about 3 days ago, Mozilla stopped and, even though I have changed nothing, it will not open, not from the taskbar, the desktop shortcut or the Start menu. From IE, I signed onto Firefox and decided to reinstall(upgrade), but it says I have to close Mozilla before the upgrade can take place. Your assistance is greatly appreciated!

I have been using Mozilla for about 2 years and I started getting error messages "Mozilla had to close...", which I sent the reports to Mozilla each time the error occurred. Then about 3 days ago, Mozilla stopped and, even though I have changed nothing, it will not open, not from the taskbar, the desktop shortcut or the Start menu. From IE, I signed onto Firefox and decided to reinstall(upgrade), but it says I have to close Mozilla before the upgrade can take place. Your assistance is greatly appreciated!

Chosen solution

thank you, can you please try to restart your pc once, uninstall firefox through the system control panel (your settings like bookmarks won't be affected by this) and then install the firefox 64bit version through the following link: https://download.mozilla.org/?product=firefox-latest&os=win64&lang=en-US

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philipp
philipp
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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.

leelathome
leelathome Question owner
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Since I wasn't sure how to paste the ID's, here are the Crash ID Nos.: bp-73b4b2fa-f45d-4044-9f49-ad3c42161103 bp-817fba50-cca9-481c-a327-287d62161102 bp-6a9394a5-a198-41b7-a9af-bdc4e2161030 bp-b2fe8898-0611-402c-9022-a7b692161029 bp-e306b40e-b395-4551-8dfc-3c2eb2161028

Thank you for your help.

philipp
philipp
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Chosen Solution

thank you, can you please try to restart your pc once, uninstall firefox through the system control panel (your settings like bookmarks won't be affected by this) and then install the firefox 64bit version through the following link: https://download.mozilla.org/?product=firefox-latest&os=win64&lang=en-US

leelathome
leelathome Question owner
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Thank you, that worked!