Firefox window is all black - latest version, Windows 7 64 bit

A client's computer's Firefox window is all black, nothing visible through it. He says it happened after he said okay to an update. I tried downloading new version of Firefox, didn't resolve. I tried uninstalling Firefox , downloading and re-installing. Didn't fix it. I tried system restore three times, different restore points. These didn't work ("system could not be restored").

As this computer is protected by ESET NOD32 which is up-to-date with no problems found, my gut tells me it is not malware. Though tomorrow I'll throw everything at it to see if there's some nasty thing hidden in there, it doesn't feel like a virus.

Any suggestions? Thank you.
LVL 1
Bruce CorsonPresidentAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

x
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

GaryCommented:
Restart in safe mode.
https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode

If that resolves it then check any addons
0
Mohammed KhawajaManager - Infrastructure:  Information TechnologyCommented:
Restart in safe by opening a dos prompt, navigating to "c:\program files\mozilla firefox" or "c:\program files (x86)\mozilla firefox" (depending on your OS) and run by holding down shift key

If that works then type in "about:addons" in the address bar and do the following:
- Set themes to default
- Set all extensions to disabled
- Set all plugins to disable
- Try Firefox again

If everything works then try enabling one option at a time until you find the offending theme, plugin or extension
0
Bruce CorsonPresidentAuthor Commented:
Thanks for your suggestions. None of the solutions above worked. What finally worked was to install an older version of Firefox. My real recommendation was for my client to use Chrome instead, but "they didn't want to have to learn another browser."

Well, their Firefox works now but is likely a bit of a security risk.
0

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
Become a Microsoft Certified Solutions Expert

This course teaches how to install and configure Windows Server 2012 R2.  It is the first step on your path to becoming a Microsoft Certified Solutions Expert (MCSE).

RizzleCommented:
To clarify the issue is appearing in the newest version of Firefox?
0
Bruce CorsonPresidentAuthor Commented:
I've requested that this question be closed as follows:

Accepted answer: 250 points for Roshan Ejaz's comment #a40388641
Assisted answer: 250 points for Mohammed Khawaja's comment #a40385508
Assisted answer: 0 points for becorson's comment #a40387892

for the following reason:

I spread the points around as (1) I think I might not have followed Mohammed's steps correctly, (2) I want to record what DID work for future researchers, and (3) I appreciate the help.
0
GaryCommented:
Mohammed's comment is the same as mine just done in a very long winded way and you should not accept a comment that offers no solution.
0
GaryCommented:
@becorson
Just accept your own comment as the answer.
0
Bruce CorsonPresidentAuthor Commented:
This is the one that worked.
0
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Web Browsers

From novice to tech pro — start learning today.