Make sure you are not blocking content.

Start Firefox in Safe Mode {web link}

A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?

https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop

Ok, the pay bills works in safe mode.

So I guess that means that I have it configured somehow that blocks part of the site.

How do I find what is blocking?

sorry to take so long, but had to take my wife to the dentist.

examined the extensions, the plugin:

OpenH264 Video Codec provided by Cisco Systems, Inc.

when I change it's status to never active, the pay bills works. when I change back to always active, it doesn't work. Unless the plugin is interacting with something else in Firefox somehow that causes the problem.

So it appears that plugin is interfering with the bank web site in some manner. Should I inform the bank?

If you use extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) that can block content (Adblock Plus, NoScript, Disconnect, Ghostery, Privacy Badger, uBlock Origin, DuckDuckGo PE) always make sure such extensions do not block content.

• make sure your extensions and filters are updated to the latest version
• https://support.mozilla.org/en-US/kb/troubleshoot-extensions-themes-to-fix-problems

Firefox shows a purple shield instead of a gray shield at the left end of the location/address bar in case Enhanced Tracking Protection is blocking content. You can click shield icon for more detail and possibly disable the protection. You can check the Web Console for messages about blocked content.

• https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop
• https://support.mozilla.org/en-US/kb/trackers-and-scripts-firefox-blocks-enhanced-track

You can try these steps in case of issues with webpages:

You can reload webpage(s) and bypass the cache to refresh possibly outdated or corrupted files.

• hold down the Shift key and left-click the Reload button
• press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux)
• press "Command + Shift + R" (Mac)

Clear the Cache and remove the Cookies for websites that cause problems via the "3-bar" Firefox menu button (Options/Preferences).

"Remove the Cookies" for websites that cause problems:

• Options/Preferences -> Privacy & Security
  Cookies and Site Data: "Manage Data"

"Clear the Cache":

• Options/Preferences -> Privacy & Security
  Cookies and Site Data -> Clear Data -> Cached Web Content: Clear

Start Firefox in Safe Mode to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if hardware acceleration or userChrome.css is causing the problem.

• switch to the DEFAULT theme: "3-bar" menu button or Tools -> Add-ons -> Themes
• do NOT click the "Refresh Firefox" button on the Safe Mode start window

• https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode
• https://support.mozilla.org/en-US/kb/troubleshoot-extensions-themes-to-fix-problems

• https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop
• https://support.mozilla.org/en-US/kb/trackers-and-scripts-firefox-blocks-enhanced-track

So it appears that plugin is interfering with the bank web site in some manner. Should I inform the bank?

That was very good work. Well Done. Please flag your https://support.mozilla.org/en-US/questions/1312227#answer-1364856 post as Solved Problem as this can help others with similar problems.

And, yes. Notify their support.

ooops. I was too quick to say that the plugin was the problem.

I just logged in to the bank account to pay new bills and the 'pay bills' page has same problem.

So the plugin apparently wasn't the problem and that still leaves me wondering why it works in a 'new private window' and not in a 'normal'??

Terry

A post was flagged as Solved Problem. If the problem is not solved, please remove that flag. If you don’t, others that can help may not read this post.

Go to that message, and use the Undo link to its right.

Did you try the suggestions I posted above as I wasn't convinced about the out come you posted (OpenH264 is used by WebRTC like video conferencing) ?

Yes I read through those and tried the ones that I hadn't tried before.

Then I got curious about the "protection shield" on the left end of the address bar. I clicked on the shield and found out the protection was on. I happened to notice a very small notice under the Main notice at the top that reads

"site not working?"

in blue indicating a link. I clicked on it and a note advising turn off protection if there are issues with a list of features. Among the list is "forms". Well maybe the list of payees is considered a form. None of the other items in the list seemed plausible for the payees in 'pay bills'.

So I turned off the protection for the site. Returned to the main page and did a 'Shift key and left-click the Reload button' then clicked the 'pay bills'. the list came up properly with all of the payees listed and available.

I experimented since I didn't have to log off the bank web page and back on.

I turned protection back on and returned to the main page and reloaded the page with shift reload button.

clicked on 'bill pay' and the "partial" payee list came up. back to not working.

Back to the main page, turned protection off, shift reload button to refresh from the site

clicked on 'bill pay' and the "full" payee list came up. Working properly.

I could go back and forth between the main page and the 'bill pay' page.

I went from the working payee list page to the main page and back to the payee list page, without refreshing the main page, the payee list page worked fine.

if turn protect on and I refreshed he main page from site, the payee list page didn't display correctly.

I did this switching from main page to payee list page quite a few times. Enough times to convince myself that the reason the payee list page doesn't display correctly is because of the protection tracking.

I'll have to remember to turn it off for the bank.

Still don't really understand why the bank web site works fine in a 'new private window' and not in a 'normal' window.

Ahh just opened a 'new private window' and looked for the shield at the left end of the address bar. There wasn't any shield. A 'new private window' turns off all of that tracking protection. I guess that makes sense, but I still don't understand it.

That was very good work. Well Done.