Firefox has stopped displaying correctly for User2

Geeky

New Member
Messages
40
I have already raised this issue in a Firefox forum but no-one has a solution. It was suggested that it is more likely to be a Win 8.1 problem so I would be grateful for your views on this.
I upgraded my desktop PC, to Win 8.0 Pro then 8.1 Pro, a couple of weeks back. All has been working quite well with two user profiles, both using Firefox as their default browser. A few day ago, after taking a lunch break and waking the PC from sleep mode in the second user profile, Firefox opened with an empty screen; no menu or bookmarks bars and no response when left clicking the menu button. If I used the Alt button on the keyboard to bring up the traditional menu bar, I could temporarily restore the menu and bookmarks bars but they would disappear again on rebooting Firefox. In the second user profile, the menu button never shows a drop-down menu by left-clicking but it does respond normally with a right-click. However, the presentation on screen is all wrong because the menu bars disappear each time I shut down and can only be restored by using F10>View>Menu bar. If I put a url in the search box and hit Enter, the web site is found and can be explored normally.
I have tried deleting the defective Windows user, rebooted Windows and created another user. Unfortunately, the problem with Firefox persists for the new user but the primary user still has no difficulty and Firefox works perfectly there.
In the process, I also tried resetting Firefox but that seemed to have no effect.
This investigation has already taken up one week of research with the help of other FF users but absolutely nothing has helped. I have:
1. Run 3 different virus scans.
2. Run sfc /scannow.
3. Deleted and re-installed FF.
4. Deleted all the profile files I could find.
5. Tried various other suggestions.
If anyone has any further ideas, I would be delighted to try them.
 
Last edited:

My Computer

System One

  • OS
    Win 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Asus ACPI x64
    CPU
    Pentium E5200 @ 3.25Ghz
    Motherboard
    ASUS P5KPL-CM
    Memory
    4GB
    Graphics Card(s)
    NVIDIA
    Browser
    Firefox 31.0
    Antivirus
    Avast Free
Last edited:

My Computer

System One

  • OS
    Win 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Asus ACPI x64
    CPU
    Pentium E5200 @ 3.25Ghz
    Motherboard
    ASUS P5KPL-CM
    Memory
    4GB
    Graphics Card(s)
    NVIDIA
    Browser
    Firefox 31.0
    Antivirus
    Avast Free
Hi there. Please correct the model number of your Asus.

To be sure. Has the system been rebooted? (Don’t laugh > Some don’t!)

Does IE and/or other browsers work ok?

Did sfc /scannow find anything?

You may want to try running DISM - Fixing Component Store Corruption in Windows 8 (Dism fixes the store that sfc uses to fix things)
 

My Computer

System One

  • OS
    8.1 Pro X64
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Acer T690
    CPU
    Intel Pentium D Dual Core
    Motherboard
    Acer/Intel E946GZ
    Memory
    2GB (max upgrade)
    Graphics Card(s)
    Intel Graphics Media Accelerator 3000 - PCI Express x16
    Sound Card
    Integrated RealTek ALC888 high-definition audio with 7.1 channel audio support
    Monitor(s) Displays
    Acer AL1917W A LCD
    Screen Resolution
    1440 X 900
    Hard Drives
    350 GB Seagate Barracuda 7200.10
    Thumb drives
    PSU
    Standard 250 watt
    Case
    Desktop 7.2" (183mm) W x 17.5" (445mm) L x 14.5"
    Cooling
    Dual case fans + CPU fan
    Keyboard
    Acer Windows PS/2
    Mouse
    Wireless Microsoft Arc
    Internet Speed
    54mbp/s
    Browser
    IE11
    Antivirus
    Defender
    Other Info
    Office Pro 2013 / Nokia Lumia 1520 Windows Phone 8.1DP GDR1
Hi there. Please correct the model number of your Asus.

To be sure. Has the system been rebooted? (Don’t laugh > Some don’t!)

Does IE and/or other browsers work ok?

Did sfc /scannow find anything?

You may want to try running DISM - Fixing Component Store Corruption in Windows 8 (Dism fixes the store that sfc uses to fix things)

The Model number has been corrected and yes, the system has been rebooted several times. I dd try switching to IE but it would not co-operate so I have not had the opportunity to compare. IE just would not start.
SFC /scannow did not find any issues.
I will have a look at DISM but I have a meeting for the next couple of hours.

Thanks for your suggestions.
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Asus ACPI x64
    CPU
    Pentium E5200 @ 3.25Ghz
    Motherboard
    ASUS P5KPL-CM
    Memory
    4GB
    Graphics Card(s)
    NVIDIA
    Browser
    Firefox 31.0
    Antivirus
    Avast Free
I must have been doing something wrong for IE to not function as I have now got it working and it seems to function correctly for both users.
 
Last edited:

My Computer

System One

  • OS
    Win 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Asus ACPI x64
    CPU
    Pentium E5200 @ 3.25Ghz
    Motherboard
    ASUS P5KPL-CM
    Memory
    4GB
    Graphics Card(s)
    NVIDIA
    Browser
    Firefox 31.0
    Antivirus
    Avast Free
That's a step in the right direction. No FF yet? Weird that it works in one account and not the other. What types of accounts are they?

How did you obtain 8.1? e.a. Upgrade via the Store? Fresh install? etc.

Does all other software run ok?

Try disabling your AV briefly and try FF.
 

My Computer

System One

  • OS
    8.1 Pro X64
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Acer T690
    CPU
    Intel Pentium D Dual Core
    Motherboard
    Acer/Intel E946GZ
    Memory
    2GB (max upgrade)
    Graphics Card(s)
    Intel Graphics Media Accelerator 3000 - PCI Express x16
    Sound Card
    Integrated RealTek ALC888 high-definition audio with 7.1 channel audio support
    Monitor(s) Displays
    Acer AL1917W A LCD
    Screen Resolution
    1440 X 900
    Hard Drives
    350 GB Seagate Barracuda 7200.10
    Thumb drives
    PSU
    Standard 250 watt
    Case
    Desktop 7.2" (183mm) W x 17.5" (445mm) L x 14.5"
    Cooling
    Dual case fans + CPU fan
    Keyboard
    Acer Windows PS/2
    Mouse
    Wireless Microsoft Arc
    Internet Speed
    54mbp/s
    Browser
    IE11
    Antivirus
    Defender
    Other Info
    Office Pro 2013 / Nokia Lumia 1520 Windows Phone 8.1DP GDR1
I have a retail copy of Win 8.0 Pro Upgrade that I installed on a new SSD and immediately upgraded to 8.1 online. The old drive, with Win XP is still in situ so I have the dual-boot option. I installed Office 2007 and, as Outlook Express is no longer available, Mozilla Thunderbird, which seems to be a good alternative. I also installed Firefox and then set up a second user to separate business and private use. Initially, Firefox worked fine for both users but one day (30 July), I came back from a break, woke the PC from sleep mode and found that Firefox had a blank screen. Whatever happened has set the scenario that has persisted ever since.
I have already tried disabling Avast but that makes no difference.
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Asus ACPI x64
    CPU
    Pentium E5200 @ 3.25Ghz
    Motherboard
    ASUS P5KPL-CM
    Memory
    4GB
    Graphics Card(s)
    NVIDIA
    Browser
    Firefox 31.0
    Antivirus
    Avast Free
This is odd. Just to clarify. It opens with header and menu? It's just that it doesn't connect online? If so, something is blocking it from going online obviously, but I have no idea what that would be. Does FF have a fix mode like IE?

Try to make another account and use it there. May be faster to just add another account and delete the troubled one.

Do you have a restore point? Do you mirror your OSs? If not, it might be a good idea to do so, especially with a business.
 

My Computer

System One

  • OS
    8.1 Pro X64
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Acer T690
    CPU
    Intel Pentium D Dual Core
    Motherboard
    Acer/Intel E946GZ
    Memory
    2GB (max upgrade)
    Graphics Card(s)
    Intel Graphics Media Accelerator 3000 - PCI Express x16
    Sound Card
    Integrated RealTek ALC888 high-definition audio with 7.1 channel audio support
    Monitor(s) Displays
    Acer AL1917W A LCD
    Screen Resolution
    1440 X 900
    Hard Drives
    350 GB Seagate Barracuda 7200.10
    Thumb drives
    PSU
    Standard 250 watt
    Case
    Desktop 7.2" (183mm) W x 17.5" (445mm) L x 14.5"
    Cooling
    Dual case fans + CPU fan
    Keyboard
    Acer Windows PS/2
    Mouse
    Wireless Microsoft Arc
    Internet Speed
    54mbp/s
    Browser
    IE11
    Antivirus
    Defender
    Other Info
    Office Pro 2013 / Nokia Lumia 1520 Windows Phone 8.1DP GDR1
No, no. Sorry if I have not explained clearly enough.
For User2, FF opens with a new blank tab, mo menu bars and no response to a left-click on the menu button. The menu bars can be brought up in the usual alternative ways such as right-clicking the menu button and ticking the boxes on the small popup menu. It connects to the Internet and works as standard but, on restart after exit, does not show the menu and bookmarks bars, even if I have added bookmarks. The menu bars can be restored from the same small menu button menu but it doesn't matter if I tick or untick the bars, they still restore to their last state and FF works as normal.
There seems to be some corruption of a file that controls the display for User2.
Another point is that I cannot open Profile Manager for User2. I just get "Couldn't load XPCOM".
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Asus ACPI x64
    CPU
    Pentium E5200 @ 3.25Ghz
    Motherboard
    ASUS P5KPL-CM
    Memory
    4GB
    Graphics Card(s)
    NVIDIA
    Browser
    Firefox 31.0
    Antivirus
    Avast Free
Now, I've discovered something. It just occurred to me to wonder if I might have more than one copy of firefox.exe so I ran a search and found that I do. One is in the usual programs folder and the other is in a folder relating to a dead profile - one that I set up and deleted. It does not appear in the profiles list but it is still present in C:\USERS together with lots of sub-users and files. I wonder if that could be related to this display problem.
The question now is, how do I delete this redundant inaccessible folder? I presume it is not safe to delete the hierarchy step by step.
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Asus ACPI x64
    CPU
    Pentium E5200 @ 3.25Ghz
    Motherboard
    ASUS P5KPL-CM
    Memory
    4GB
    Graphics Card(s)
    NVIDIA
    Browser
    Firefox 31.0
    Antivirus
    Avast Free
Good thinking on the .exe! Thanks for all the info. Well, I guess we have a mess on our hands to straighten out. :p

I'll have to research this one. Don't know why it would keep these folders. In the mean time concerning the deleted account, was this an administration account? An MS/Live account? Do you use home group?
 

My Computer

System One

  • OS
    8.1 Pro X64
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Acer T690
    CPU
    Intel Pentium D Dual Core
    Motherboard
    Acer/Intel E946GZ
    Memory
    2GB (max upgrade)
    Graphics Card(s)
    Intel Graphics Media Accelerator 3000 - PCI Express x16
    Sound Card
    Integrated RealTek ALC888 high-definition audio with 7.1 channel audio support
    Monitor(s) Displays
    Acer AL1917W A LCD
    Screen Resolution
    1440 X 900
    Hard Drives
    350 GB Seagate Barracuda 7200.10
    Thumb drives
    PSU
    Standard 250 watt
    Case
    Desktop 7.2" (183mm) W x 17.5" (445mm) L x 14.5"
    Cooling
    Dual case fans + CPU fan
    Keyboard
    Acer Windows PS/2
    Mouse
    Wireless Microsoft Arc
    Internet Speed
    54mbp/s
    Browser
    IE11
    Antivirus
    Defender
    Other Info
    Office Pro 2013 / Nokia Lumia 1520 Windows Phone 8.1DP GDR1
Good thinking on the .exe! Thanks for all the info. Well, I guess we have a mess on our hands to straighten out. :p

I'll have to research this one. Don't know why it would keep these folders. In the mean time concerning the deleted account, was this an administration account? An MS/Live account? Do you use home group?

It does indeed look like a mess, some of it undoubtedly created by my own hand while trying to resolve the FF problem.
Another thing I have discovered is that, if I click Windows>Uninstall as User1, I see a list of installed programs including Firefox 31.0. If I do the same as User2, I find Firefox 31.0 but also Firefox 30.0. Both appear to be in Program Files (x86). However, if I use Files Explorer to examine the Program Files (x64) folder, I can only see Firefox 31.0. Presumably this has happened when updating Firefox. I suspect that uninstalling Firefox 30.0 would risk interference with Firefox 31.0, although it may well be that I have to eliminate all traces of Firefox and start again.
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Asus ACPI x64
    CPU
    Pentium E5200 @ 3.25Ghz
    Motherboard
    ASUS P5KPL-CM
    Memory
    4GB
    Graphics Card(s)
    NVIDIA
    Browser
    Firefox 31.0
    Antivirus
    Avast Free
This is risky, but personally if it were my system I would:

1. Back up all important files and create a restore point.

2. Uninstall all versions of FF via "Programs and Features".

3. Delete the old account folders and subfolders.

4. Run the registry cleaner within CCleaner. Make sure you use the registry entry backup option after scanning. http://www.eightforums.com/software-apps/2726-latest-ccleaner-version-released.html

5. Reboot.

6. Reinstall FF.

You can use the restore point or create a system image before hand to back paddle.

It's that or wipe the HD and start fresh, which is a choice if you're not comfortable with the above.
 

My Computer

System One

  • OS
    8.1 Pro X64
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Acer T690
    CPU
    Intel Pentium D Dual Core
    Motherboard
    Acer/Intel E946GZ
    Memory
    2GB (max upgrade)
    Graphics Card(s)
    Intel Graphics Media Accelerator 3000 - PCI Express x16
    Sound Card
    Integrated RealTek ALC888 high-definition audio with 7.1 channel audio support
    Monitor(s) Displays
    Acer AL1917W A LCD
    Screen Resolution
    1440 X 900
    Hard Drives
    350 GB Seagate Barracuda 7200.10
    Thumb drives
    PSU
    Standard 250 watt
    Case
    Desktop 7.2" (183mm) W x 17.5" (445mm) L x 14.5"
    Cooling
    Dual case fans + CPU fan
    Keyboard
    Acer Windows PS/2
    Mouse
    Wireless Microsoft Arc
    Internet Speed
    54mbp/s
    Browser
    IE11
    Antivirus
    Defender
    Other Info
    Office Pro 2013 / Nokia Lumia 1520 Windows Phone 8.1DP GDR1
Thanks but could you be more precise?

1.Its recommended backing up and restoring only your Bookmarks and Passwords, not your entire profile, as that will defeat the entire purpose of doing a fresh installation of Firefox.

2. Go to Windows Control Panel>Programs & Features, find the 'Mozilla Firefox' entries, select them and uninstall them. During uninstallation tick the 'Remove my Firefox personal data and customizations' box. Make sure you've performed step 1 first if you want to backup any of your Firefox customizations.


3. Open Windows Explorer, go to your \Program Files (x86)\Mozilla Firefox directory and delete it and all of its contents if it still exists.


4. To make sure all existing Firefox profile data is removed, delete the following directories if they still exist:

\Users\[username]\AppData\Local\Mozilla

\Users\[username]\AppData\Roaming\Mozilla

This will ensure that all remaining custom data relating to your profile, any cached files, any files relating to installed add-ons for Firefox, will all be removed from your system.


5. Find and remove all of the major Firefox/Mozilla-related entries in the Windows Registry.
Backup your Registry!
How to back up and restore the registry in Windows


Using the Windows Registry Editor (Start>Run>Regedit), delete any of the following keys if they exist. That is, right click on their name in the left pane of Registry Editor and select Delete:

[HKEY_CLASSES_ROOT\FirefoxHTML]

[HKEY_CLASSES_ROOT\FirefoxURL\]

[HKEY_CURRENT_USER\Software\Mozilla]

[HKEY_CURRENT_USER\Software\MozillaPlugins]

[HKEY_LOCAL_MACHINE\SOFTWARE\Mozilla]

[HKEY_LOCAL_MACHINE\SOFTWARE\mozilla.org]

[HKEY_LOCAL_MACHINE\SOFTWARE\MozillaPlugins]

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Mozilla]

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\mozilla.org]

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\MozillaPlugins]

[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\FirefoxHTML]

[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\FirefoxURL]

Make sure to only delete entries/folders which specifically relate directly to Firefox by name.
 
Last edited:

My Computers

System One System Two

  • OS
    Windows 7 Home Premium
    Computer type
    PC/Desktop
    System Manufacturer/Model
    HP Pavillion
  • PC2
    Tablet - Windows 10 Home
Thanks, Edwin. That's a much safer solution than mine. I never did click on you're Firefox link in your 1st post. :(

However, I would add to backup the Registry also.
 

My Computer

System One

  • OS
    8.1 Pro X64
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Acer T690
    CPU
    Intel Pentium D Dual Core
    Motherboard
    Acer/Intel E946GZ
    Memory
    2GB (max upgrade)
    Graphics Card(s)
    Intel Graphics Media Accelerator 3000 - PCI Express x16
    Sound Card
    Integrated RealTek ALC888 high-definition audio with 7.1 channel audio support
    Monitor(s) Displays
    Acer AL1917W A LCD
    Screen Resolution
    1440 X 900
    Hard Drives
    350 GB Seagate Barracuda 7200.10
    Thumb drives
    PSU
    Standard 250 watt
    Case
    Desktop 7.2" (183mm) W x 17.5" (445mm) L x 14.5"
    Cooling
    Dual case fans + CPU fan
    Keyboard
    Acer Windows PS/2
    Mouse
    Wireless Microsoft Arc
    Internet Speed
    54mbp/s
    Browser
    IE11
    Antivirus
    Defender
    Other Info
    Office Pro 2013 / Nokia Lumia 1520 Windows Phone 8.1DP GDR1
Thanks, Edwin. That's a much safer solution than mine. I never did click on you're Firefox link in your 1st post. :(

However, I would add to backup the Registry also.

Done! Thanks for that Tony! ;)
 

My Computers

System One System Two

  • OS
    Windows 7 Home Premium
    Computer type
    PC/Desktop
    System Manufacturer/Model
    HP Pavillion
  • PC2
    Tablet - Windows 10 Home
You're most welcome, Edwin. And thanks for the rep! :)

Now that you edited the Cleanup post in your thread the "Cleanup" link in your first post I think is broke, for it takes us to the first post and page of your FF thread.
 

My Computer

System One

  • OS
    8.1 Pro X64
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Acer T690
    CPU
    Intel Pentium D Dual Core
    Motherboard
    Acer/Intel E946GZ
    Memory
    2GB (max upgrade)
    Graphics Card(s)
    Intel Graphics Media Accelerator 3000 - PCI Express x16
    Sound Card
    Integrated RealTek ALC888 high-definition audio with 7.1 channel audio support
    Monitor(s) Displays
    Acer AL1917W A LCD
    Screen Resolution
    1440 X 900
    Hard Drives
    350 GB Seagate Barracuda 7200.10
    Thumb drives
    PSU
    Standard 250 watt
    Case
    Desktop 7.2" (183mm) W x 17.5" (445mm) L x 14.5"
    Cooling
    Dual case fans + CPU fan
    Keyboard
    Acer Windows PS/2
    Mouse
    Wireless Microsoft Arc
    Internet Speed
    54mbp/s
    Browser
    IE11
    Antivirus
    Defender
    Other Info
    Office Pro 2013 / Nokia Lumia 1520 Windows Phone 8.1DP GDR1
Fixed! :eek:
Thanks again! :)
 

My Computers

System One System Two

  • OS
    Windows 7 Home Premium
    Computer type
    PC/Desktop
    System Manufacturer/Model
    HP Pavillion
  • PC2
    Tablet - Windows 10 Home
Hey guys; thanks so much for all the effort you've put in on this problem. I went all through Edwin's procedures as well as deleting the redundant users file by file (several hours of work), rebooted, cleaned the registry with CCleaner, created a new second user, reinstalled Firefox, signed out and back in as User2, started Firefox and it has exactly exactly the same issues.
I'm dumfounded!
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Asus ACPI x64
    CPU
    Pentium E5200 @ 3.25Ghz
    Motherboard
    ASUS P5KPL-CM
    Memory
    4GB
    Graphics Card(s)
    NVIDIA
    Browser
    Firefox 31.0
    Antivirus
    Avast Free
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