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. Go to Firefox > History > Clear recent history or (if no Firefox button is shown) go to Tools > 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 Clear your cache, history and other personal information in Firefox article.

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

Thank you.

Do you know whether the statements are in PDF format rather than being regular web pages?

If you are able to download them instead of opening them (for example, right-click a link and Save Link As) that might help in determining what kind of file it is, or make it easier to open them.

Clearing Cashe & Cookies didn't work.

I saved the link to my downloads & when I tried to open it I got this message:

 Online Transaction Error

A fatal error has occurred. Check nohup to error details.

Hmmm, not all links can be saved, unfortunately.

Do you get a blank tab for your statement? Can you check the Page Info dialog from the Tools menu and see what "Type" of document Firefox thinks it is?

I'm not sure what you mean by "a blank tab". The name of the mutual fund is in the tab at the top. Regarding Page Info. Under the General tab the type is: text/html;

    under the Media tab the type is: PNG Image.

Does this help?

I should back up a step. When you try to load the statement, what happens? Does it just ignore you, or does a blank page load (in the same tab or a new tab)? Or do you get the Firefox PDF viewer? Et cetera.

Okay, I'm on the Statement Selection page, I click on the statement I want to view, I get a blank screen, the tab of which says Connecting, then instead of connection to the statement it goes back to the Statement Selection page.

Thanks, that helps. When you compare with how it works in Safari: does Safari show the statement on that page, or does it open a new tab/window with the statement, while that tab/window returns to the selection page.

In Safari I get a new blank page with a new URL, then the URL changes again, the page is black for a split second & then I get the statement page.

Could you try disabling Firefox's pop-up blocker and see whether that makes any difference? See: Pop-up blocker settings, exceptions and troubleshooting.

You might also try Firefox's Safe Mode. That's a standard diagnostic tool to bypass interference by extensions (and some custom settings). More info: Diagnose Firefox issues using Troubleshoot Mode.

You can restart Firefox in Safe Mode using

Help > Restart with Add-ons Disabled

In the dialog, click "Start in Safe Mode" (not Reset)

If an extension is blocking the statement, it should load normally in Safe Mode.

pop-ups on Firefox are not blocked. I remember using the Safe Mode when I had a Windows computer. I really don't want to use it on my iMac. So, if you don't have any other suggestions, I guess I'll just use Safari for this site.

Thanks for you help.

Hi joel1942, Firefox's safe mode (not your operating system safe mode) is just a 5-minute test to see whether disabling certain Firefox features solves the problem with the site. I don't mean to suggest you would never be able to use any add-ons ever again!

Okay, so I tried it in the Safe Mode & I still have the problem. I disabled all the plugins & still have the problem. I don't want to reset Firefox in case it looses all my bookmarks, etc. Now what?

I think we're reached the point where we need to check with the site and see whether they recognize the problem. As far as I can tell, you're not doing anything wrong, and we've ruled out the major contenders for configuration issues.

Two other thoughts:

(1) If the statement is a PDF and Firefox's PDF viewer is failing in a very odd way, you could try disabling it. This article has the steps: View PDF files using Firefox’s built-in viewer.

(2) Are you blocking "third party" cookies? This could be relevant if the site splits its content onto different servers. You can check your cookie setting under:

Firefox menu > Preferences > Privacy

If you have Firefox will: Remember History, or if the third party cookie settings is "Always", then this should work. You could click the Exceptions button just in case to see whether any sites are blocked.

Okay, this is really weird. I tried changing the PDF viewer & it worked. I didn't write down what the setting was, but 4 of the other options I tried all worked & let me view the statement.

I know it sounds illogical, but... The file that stores preferences about what to do with different kinds of downloads can become corrupted. Sometimes switching the program that handles that type of file from A to B, saving that, then switch B back to A will fix it. Anyway, you're back in business.

Thanks for your help.