Hellow Emma,

Please follow the steps Uninstall Firefox from your computer to ensure that the Firefox is completely removed on your computer.

Did this fix the problem? Please report back to us!

Thank you.

Hi Adriel. I did as you said. Had already done the uninstall. Just deleted some more files as mentioned in the link. However, the profiles folder won't delete and after deleting much of the other files, the profile folder remains and I tried ending task firefox.exe in the task manager, but still won't work.

Hello,

In order to better assist you with your issue please provide us with a screenshot. If you need help to create a screenshot, please see How do I create a screenshot of my problem?

Once you've done this, attach the saved screenshot file to your forum post by clicking the Browse... button below the Post your reply box. This will help us to visualize the problem.

Thank you!

Hi. Here's the screenshot.

Also, when I try to delete any one of these files, it says "the action cannot be completed because firefox is still open".

Emma,

Are you the administrator of the computer? Usually administrator accounts can only perform task that normal accounts cannot do. Try this using an administrator account.

You may also try these:

1. On the keyboard, press [Windows] The image "Windows key" does not exist. + [F].
2. Type cmd
3. Right click cmd then choose Run as Administrator.
4. After the cmd opened. Type tasklist
5. Look for "firefox.exe and the number beside it"
6. After you've locate it type "taskkill /pid<space> ___________(the number beside the firefox.exe)
7. Click Enter

Example: taskkill /pid 5100

See screenshot for details.

If this helps please let me know.

Thank you!

Hi Just tried that. And yes, I am the administrator. It gives me error- says can only kill with force /F option. so i tried that and it says not found..

PS- I did try this previously as well with the same result.

Hello,

In order to better assist you with your issue please provide us with a screenshot. If you need help to create a screenshot, please see How do I create a screenshot of my problem?

Once you've done this, attach the saved screenshot file to your forum post by clicking the Browse... button below the Post your reply box. This will help us to visualize the problem.

Thank you!

Here's the screenshot. Thanks

Do a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions.

Make sure that you update each program to get the latest version of their databases before doing a scan.

• Malwarebytes' Anti-Malware:

http://www.malwarebytes.org/mbam.php

• AdwCleaner:

http://www.bleepingcomputer.com/download/adwcleaner/ http://www.softpedia.com/get/Antivirus/Removal-Tools/AdwCleaner.shtml

• SuperAntispyware:

http://www.superantispyware.com/

• Microsoft Safety Scanner:

http://www.microsoft.com/security/scanner/en-us/default.aspx

• Windows Defender:

http://windows.microsoft.com/en-us/windows/using-defender

• Spybot Search & Destroy:

http://www.safer-networking.org/en/index.html

• Kasperky Free Security Scan:

http://www.kaspersky.com/security-scan

You can also do a check for a rootkit infection with TDSSKiller.

• Anti-rootkit utility TDSSKiller:

http://support.kaspersky.com/5350?el=88446

Hi I already did a malware check with Avira. I'll do a couple more with different ones and let you know if anything comes up. With Avira, everything was clean and I checked the entire computer, which is quite puzzling..

Hello Emma,

The people who answer questions here, for the most part, are other Firefox users volunteering their time (like me), not Mozilla employees or Firefox developers. Please give me some time to look for solution regarding your concern.

Thanks for understanding. I'll get in touch with you as soon as possible time.

Hi. So, here's the update. I ran a couple more scans on my comp. One of them said that it had shut down firefox.exe but when I checked, it was still there in task manager. So, nothing was solved. Any other ideas? Also, thanks so much for your help.

Hello,

Can you please try putting your computer in a clean boot?

A clean boot is performed to start Windows by using a minimal set of drivers and startup programs. This helps eliminate software conflicts that occur when you install a program or an update or when you run a program in Windows 8.1, Windows 8, Windows 7, or Windows Vista. You may also troubleshoot or determine what conflict is causing the problem by performing a clean boot.

See Information here: http://support.microsoft.com/kb/929135

Please let me know if this help. Thanks Emma for your efforts!