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I need to speak to a service representative. I'm located in Florida.

Lapoune100
Lapoune100
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Pandora wouldn't load, so their site suggested to "refresh firefox". It took forever and the process was interrupted. Now I can't load Firefox. I keep getting the message "Firefox profile cannot be loaded. It may be missing or inaccessible." I've reviewed the "creating a new profile" and moving old profile to the new. It's too complicated for my level of computer knowledge. I need someone on the phone to help me thru the process. I've used Firefox as my browser for years and I have tons on information in my profile - including business links. I need help ASAP! Thank you!!!!!

Pandora wouldn't load, so their site suggested to "refresh firefox". It took forever and the process was interrupted. Now I can't load Firefox. I keep getting the message "Firefox profile cannot be loaded. It may be missing or inaccessible." I've reviewed the "creating a new profile" and moving old profile to the new. It's too complicated for my level of computer knowledge. I need someone on the phone to help me thru the process. I've used Firefox as my browser for years and I have tons on information in my profile - including business links. I need help ASAP! Thank you!!!!!

All Replies (1)

jscher2000 - Support Volunteer
jscher2000 - Support Volunteer
  • Top 10 Contributor
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Unfortunately, Mozilla doesn't have telephone support.

Did the Refresh process create an Old Firefox Data folder on your desktop?

If yes: If you look inside Old Firefox Data, do you find a semi-randomly-named folder with recently modified files?

If so, I realize this is a lot of steps, but hopefully I've written them out clearly enough...

Overview

These are the steps described in more detail below:

  1. Create a new Firefox profile
  2. Remove everything from that new profile folder
  3. Copy in everything from the old profile folder

Create a new Firefox profile (Windows)

Exit Firefox and start up in the Profile Manager by pasting the following into the Start menu > Run dialog, and pressing Enter: 

firefox.exe -P

Note: Any time you want to switch profiles, exit Firefox and return to this dialog.

Click the Create Profile button, assign a name like OldSettings, and skip the option to change the folder location. Then select that new profile in the dialog and start Firefox.

Open the New Profile folder in Windows Explorer

Firefox in the new profile should look like a factory fresh installation. Open the Troubleshooting Information page using any of these methods:

  • "3-bar" menu button > "?" button > Troubleshooting Information
  • Help menu > Troubleshooting Information
  • type or paste about:support in the address bar and press Enter

In the first table, click the "Show Folder" button. Firefox will launch your brand new profile folder in Windows Explorer.

Leaving that folder open, switch back to Firefox, and Exit using either:

  • "3-bar" menu button > "power" button
  • (menu bar) File > Exit

When Firefox closes, the profile folder should be front and center, or you can activate it using the Task bar.

Copy Old Data in Place of New

In that new profile folder, select all the contents and delete.

Leaving that window open, open or switch over to your Old Firefox Data folder. Drill down into your old profile folder. At this level you should see a folder named bookmarkbackups among other things.

Select everything (Ctrl+a) and Copy (either right-click > Copy or Ctrl+c).

Switch to the empty new profile folder in other window and Paste (either right-click > Paste or Ctrl+v). This may take a minute since some of the files are large.

Start Firefox

Firefox should start up in that "new" profile with the resurrected old profile data. Success?