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

Posted on 2014-10-16
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Last Modified: 2014-10-23
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.
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Question by:Bruce Corson
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10 Comments
 
LVL 58

Expert Comment

by:Gary
ID: 40385486
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
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LVL 25

Expert Comment

by:Mohammed Khawaja
ID: 40385508
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
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LVL 1

Accepted Solution

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Bruce Corson earned 0 total points
ID: 40387892
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.
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LVL 13

Expert Comment

by:Rizzle
ID: 40388740
To clarify the issue is appearing in the newest version of Firefox?
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LVL 1

Author Comment

by:Bruce Corson
ID: 40389330
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.
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LVL 58

Expert Comment

by:Gary
ID: 40389331
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.
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LVL 58

Expert Comment

by:Gary
ID: 40389335
@becorson
Just accept your own comment as the answer.
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LVL 1

Author Closing Comment

by:Bruce Corson
ID: 40398917
This is the one that worked.
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