Hello,

Many site issues can be caused by corrupt cookies or cache. In order to try to fix these problems, the first step is to clear both cookies and the cache. Note: This will temporarily log you out of all sites you're logged in to. To clear cache and cookies do the following:

1. Click the menu button , choose History, and then "Clear Recent History...".
2. Under "Time range to clear", select "Everything".
3. Now, click the arrow next to Details to toggle the Details list active.
4. From the details list, check Cache and Cookies and uncheck everything else.
5. Now click the "Clear Now" button.

Further information can be found in the Delete browsing, search and download history on Firefox article.

Did this fix your problems? Please report back to us!

Thank you.

The maddening part of this issue is it only drops part of the email message. Lucky me, the part of the email truncated gave only minor clue that any information that was in the email from the sender was missing(not displaying).

Reinstalled Firefox and the problem is now gone but I am keeping the email to see if it shows up again.

Huh??? 1.Click the menu button [three bars] Menu , choose History .... WRONG once you click the menu button a box opens but there is NO option for History ...Wait one see below

This only works if you have at some time already clicked on the history symbol (the clock) and then right clicked it to put it in the Menu.

Like I stated earlier I don't know if this fixed the problem since the message that I have saved that has the problem is displaying properly now on a fresh install. I'll give it some time and try again ... Are you suggesting that the cookies or cache files are getting clogged/wonkie?

I'm not convinced this "fix" will permanently cure the problem ... is there a way to check for the problem or determine if the cookie and cache files are not corrupt? or to automatically purge these files?

OK although the problem is gone I did not get to use the specific troubleshooting guide to see if that fixed the problem.

Kindest Regards Jon Rudeseal

jonrudy said

<snip> Huh??? 1.Click the menu button [three bars] Menu , choose History .... WRONG once you click the menu button a box opens but there is NO option for History ...Wait one see below This only works if you have at some time already clicked on the history symbol (the clock) and then right clicked it to put it in the Menu. Like I stated earlier I don't know if this fixed the problem since the message that I have saved that has the problem is displaying properly now on a fresh install. I'll give it some time and try again ... Are you suggesting that the cookies or cache files are getting clogged/wonkie? I'm not convinced this "fix" will permanently cure the problem ... is there a way to check for the problem or determine if the cookie and cache files are not corrupt? or to automatically purge these files? OK although the problem is gone I did not get to use the specific troubleshooting guide to see if that fixed the problem. Kindest Regards Jon Rudeseal

Hi jonrudy,

Thank you for responding, your curiosity is what drives us to assist users like you better. By pressing the menu button, the history button is present by default. However, if that menu has been customized it obviously wouldn't appear (like you know how it works). The reinstall may be the fix; I forgot to check what version of Firefox you were on as the browser may have updated when you did the reinstall. It is not easy to tell if a file may be corrupt by as it is not always visible to the naked eye. There is a lot of technical information around this, and is a bit tough to explain.

I am glad to hear to that your issue was resolved via a reinstall of the browser.

Hi Andrew I hope that was the fix but I remain cautious. This has now happened to me three times in the last 6 months. It is very strange that it picked just one email of the 40 - 60 I get daily to have been corrupted (i.e. about 20 lines of the text plus an embedded graphic just would not display in FIREFOX) The Chrome and I.E Browsers displayed everything correctly. I am using the latest version of Firefox 39 and upgrade as soon as I am aware or alerted to any new version.

What is the strangest thing is that each time the email that refused to display properly had a similar content but I also receive other emails of similar content that display correctly.

Thanks for taking the time to look into this.

OK Problem NOT SOLVED...

Someone please give me an email address so that I can show you the problem!!!!! IT happened again today. I forwarded the email to another person that has Firefox and it did not display correctly..... NOTE** I opened the email in Chrome and it was correct and then forwarded to another friend that has Firefox and guess what ... IT DID NOT DISPLAY PROPERLY....

HELP HELP HELP or I will have to get rid of FIREFOX FOR GOOD!

The earlier suggestion to clear the cache and cookies by Andrew did not fix the problem .... if you would give me an email address to send this email to you ... if you have a yahoo email account you can see exactly what the issue is.

Hi jonrudy,

Sorry to hear that the issue has returned. Your pictures uploaded here aren't clear of what the issue is. Is part of the email not showing in Firefox? Or, is it hidden and you have to click a button to read the rest of the email?

Please allow us the ability to troubleshoot and check out this issue for you. I recommend opening Firefox in Safe Mode to see if the issue still persists, I've provided instructions on how to do so below.

Firefox Safe Mode is a troubleshooting mode that temporarily turns off hardware acceleration, resets some settings, and disables add-ons (extensions and themes).

If Firefox is open, you can restart in Firefox Safe Mode from the Help menu:

• Click the menu button , click Help and select Restart with Add-ons Disabled.

If Firefox is not running, you can start Firefox in Safe Mode as follows:

• On Windows: Hold the Shift key when you open the Firefox desktop or Start menu shortcut.
• On Mac: Hold the option key while starting Firefox.
• On Linux: Quit Firefox, go to your Terminal and run firefox -safe-mode
  (you may need to specify the Firefox installation path e.g. /usr/lib/firefox)

When the Firefox Safe Mode window appears, select "Start in Safe Mode".

If the issue is not present in Firefox Safe Mode, your problem is probably caused by an extension, theme, or hardware acceleration. Please follow the steps in the Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems article to find the cause.

To exit Firefox Safe Mode, just close Firefox and wait a few seconds before opening Firefox for normal use again.

When you figure out what's causing your issues, please let us know. It might help others with the same problem.

If the above did not help with your issue, there are other troubleshooting options available. Moving forward, I would require the following information: Your current operating system: Your current Firefox version:

I would also advise you to contact Yahoo for assistance with this as well, as they know about their Email better than us.

Nope ... the above does not solve my problem. Now my friend is also worried about Firefox since they have now seen the same issue that I have and they get emails via Yahoo from similar senders.

I'm going to say it once more: Setup a dummy account on Yahoo mail and then send me that address so I can forward this email to you and you can see the issue for yourself.

I'ts funny how Chrome and I.E. have no issues with this exact same message.

If you can not or will not check this out in the only repeatable way I have been able to recreate then I am going to have to use another (less favorable but reliable) browser.

The images I included above are screen shots of the EXACT same message as displayed by Firefox and CHROME.

Please get serious about this.

I am as serious as you are. Sorry for the delayed response. I am trying to assist you however, you did not answer the questions posed, nor have you provided the information that I requested from you, so I can assist you further. 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. In order for me to assist you, please provide me an answer to the following:

• Is part of the email not showing at all in Firefox? Or, is it hidden and you have to click a button to read the rest of the email?
• Your current operating system:
• Your current Firefox version:

I have also advised you to contact Yahoo to see if this is a known issue on their part.

Please understand, as volunteers we do not normally provide email addresses for support purposes; I will however, in this special case Private Message you my email address so I can provide further assistance. Please refer to the email address that has been provided to in your "Inbox" by clicking the button at the top or by reading the message notification in your email inbox.

Is part of the email not showing at all in Firefox? Or, is it hidden and you have to click a button to read the rest of the email? ...Answer --> Nothing that I can do will cause the message to display properly everything using FIREFOX. However in CHROME or I.E. the message displays correctly so this rules out Yahoo (at least in my thinking). In FIREFOX it does show a blank area for the same amount of space that the entire message that is not properly displaying would take.

Your current operating system: .... Answer --> I am using Win 8.1 pro on two computers, Win 7 pro and win 7 on another PC. Plus my friend who is using Win 7 pro.

Your current Firefox version: Answer --> ALL of us are using 39.0 and says "Firefox is up to date"

I just verified that my google mail account does same thing as Firefox. But Chrome and Internet Explorer continue to display the message. ***However it is not the same after it has been forwarded by way of Firefox. (by that I mean the text shows up but not the color or formatting)

Hope this helps.

Hello Andrew

Curious if you have been able to see the problem that seems to be only with Firefox regarding the missing info in an email message.

I can say that whenever this problem happens the sender seems to be cutting and pasting a canned message that has a lot of embedded commands to cause the text to display colors and justify to center etc.

Just checking to see if you have been able to duplicate this very weird problem.

Once again I would like to apologize for intimating that you were not serious on this problem. I have gone through all of the troubleshooting guides and tips/suggestions you provided and the only thing that seemed to clear the problem(only for a time) was the complete uninstall/reinstall of the Firefox app. I do appreciate the time you have invested in this problem and hope that I have supplied you with enough information to see the issue that is plaguing me and probably others that don't realize this very subtle problem that has a huge effect.

thanks for the dedication jon

Hi jonrudy,

I am able to replicate this issue and I'm looking into it.

Thanks for checking in..

Talk soon, Andrew

Hi jonrudy,

After further testing and consultation with another volunteer, I have filed a bug for this issue.

You can track the progress of the bug here. Please DO NOT comment in bug reports as this may interrupt and disturb employees/staff receiving bug emails. Any further information you have to provide can be done so here, and will be forwarded onto the bug. You can however, create an account and CC yourself to the bug so you can receive updates via email when progress/changes have been made.

Thank you for your patience and I apologize for the inconvenience caused.

I think these past threads I couldn't solve were the same issue:

• email text doesn't show in hotmail or gmail in Firefox, but it does in internet explorer
• Embedded images not displayed in Gmail

It's frustrating that this hasn't been fixed and we haven't found a good workaround.

I don't know whether this is worthwhile, but you can scoop out the text of such messages in an unstylized manner, the problem being that you have to suspect something is missing in the first.

You can select the part you want to expose, then open Firefox's Web Console in the tab (Ctrl+Shift+k), then paste this script next to the caret (>>) and press Enter to run it:

var s=window.getSelection(); var h=s.toString(); if (h.length === 0) alert("Please select part of the page and try again") else {   h=h.replace(/\<div.*\>/g,"\n");   h=h.replace(/\<\/div\>/g,"\n");   h=h.replace(/\n\n/g, "\n");   var d=document.createElement("div");   d.setAttribute("style","position:fixed;top:10px;left:10px;width:90%;height:70%;z-index:10000;background:#ccc;border:2px solid #000;");   d.innerHTML='<button onclick="this.parentNode.style.display=\'none\';" style="float:right;">[ X ]</button><pre style="white-space:pre-wrap">'+h+'</pre>';   document.body.appendChild(d); }

You probably need to close the Web Console to see everything recovered. What a mess...

Jscher! I was right about to link to those old 2 threads of yours!

Thanks for that trick of yours! Better than nothing honestly. But yes, the huge problem is you have to suspect something is missing. And that's really hard to tell in most cases.

Andrew filed a bug on this and I plan to follow up on it and light a fire under the developers to get this looked at and *fingers crossed* hopefully fixed. I mean if Chrome and IE can handle this situation, why can't we? Thanks for reminding us about this bug again JonRudy! Hopefully this time around we can get this crazy bug fixed.

Thanks Guys

I apologize again for being a bit of a dick when I first posted this issue. I love love Firefox and for the life of me do not want to have to change to imho a subpar browser. Firefox has always had everything that I feel makes it perfect for my needs.

I knew I had a real issue and when I was able to forward the message to a friend and they also had the same issue I knew without a doubt it was no more just a machine issue. I apologize for my having problems describing the issue so that it was clear but since you have now replicated the issue I can hopefully rest assured that it will be corrected in the hopefully near future.

Thanks again for the work and yes I will be watching this closely since this seems to be a popular way that many senders are using in my field.

kindest regards jon

Hello anybody out there ?

I guess this problem is not very important since it is still showing as "Unassigned" sitting in queue in various bug reports since 2009.

Well just to let you know it has now cost me at least two jobs, maybe more.

I suppose I will be getting rid of this program and using any of the other programs that are able to handle these messages without just discarding the payload data.

Call me a former firefox user jon

Hi Jon, I'm sorry that this problem is beyond the ability of support volunteers to help with.

Yes, you definitely need to either keep using a different browser for your email, or a stand-alone email program other than Thunderbird, if you expect to get this kind of message frequently.

Thanks jscher2000 Unhappily I have made the move to another browser. I don't control the senders of the emails and they seem to prefer the format that causes the problem I and others have posted about.

I have been a loyal supporter of Firefox/Mozilla products since they got into the browser business because these products seemed to be faster, more powerful and more intuitive for my purposes. This is the end of an era for me. If the problem is ever fixed and you remain a viable product I look forward to coming back into the fold. Until then I depend on the entire payload of the message in my work which Firefox is currently unable to provide.

As large a presence as Mozilla is I had no idea that this is just a volunteer driven product. I feel the need to warn others of this defect so I will be using what meager tools I have to alert them to this (in my case) serious problem.

regards jon