How do I get my information on my financial services site to load?
When I sign into my financial services site, I get a message Please Wait While We Retrieve Your Account Information and the information loads almost immediately. Since upgrading to 45.0 (and now 45.0.1), the site loads but the account information doesn't load. If I sign in using Chrome, IE or Microsoft Edge there is no problem; the info loads immediately. Not so with Firefox. I contacted Tech Support for the financial services site and they advised that if it loads with other browsers, the problem is with the browser that won't load, i.e. Firefox. I tried restarting the PC as that has occasionally resolved other problems, but not this one.
I didn't see anything in the articles that addressed this particular problem; they all seem to be if the site itself won't load. That's not my problem. I recently upgraded to Windows 10 but the problem didn't start until Firefox 45.0. Any idea on how to resolve this?
Thanks.
Chosen solution
These are somewhat generic suggestions, but since you didn't mention trying them...
When you have a problem with one particular site, a good "first thing to try" is clearing your Firefox cache and deleting your saved cookies for the site.
(1) Clear Firefox's Cache
See: How to clear the Firefox cache
If you have a large hard drive, this might take a few minutes. If nothing seems to be happening, reload the page to check whether the disk space in use has gone down.
(2) Remove the site's cookies (save any pending work first). While viewing a page on the site, try either:
- right-click a blank area of the page and choose View Page Info > Security > "View Cookies"
- (menu bar) Tools > Page Info > Security > "View Cookies"
- click the padlock or globe icon in the address bar, then the ">" button, then More Information, and finally the "View Cookies" button
In the dialog that opens, you can remove the site's cookies individually.
Then try reloading the page. Does that help?
Could you test in Firefox's Safe Mode? In Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, and some other advanced features to help you assess whether these are causing the problem.
If Firefox is not running: Hold down the Shift key when starting Firefox.
If Firefox is running: You can restart Firefox in Safe Mode using either:
- "3-bar" menu button > "?" button > Restart with Add-ons Disabled
- Help menu > Restart with Add-ons Disabled
and OK the restart.
Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).
Any improvement? (More info: Diagnose Firefox issues using Troubleshoot Mode)
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Hello,
In order to be able to help you, we need more information. What is the name or URL of your financial services website?
Thank you.
Chosen Solution
These are somewhat generic suggestions, but since you didn't mention trying them...
When you have a problem with one particular site, a good "first thing to try" is clearing your Firefox cache and deleting your saved cookies for the site.
(1) Clear Firefox's Cache
See: How to clear the Firefox cache
If you have a large hard drive, this might take a few minutes. If nothing seems to be happening, reload the page to check whether the disk space in use has gone down.
(2) Remove the site's cookies (save any pending work first). While viewing a page on the site, try either:
- right-click a blank area of the page and choose View Page Info > Security > "View Cookies"
- (menu bar) Tools > Page Info > Security > "View Cookies"
- click the padlock or globe icon in the address bar, then the ">" button, then More Information, and finally the "View Cookies" button
In the dialog that opens, you can remove the site's cookies individually.
Then try reloading the page. Does that help?
Could you test in Firefox's Safe Mode? In Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, and some other advanced features to help you assess whether these are causing the problem.
If Firefox is not running: Hold down the Shift key when starting Firefox.
If Firefox is running: You can restart Firefox in Safe Mode using either:
- "3-bar" menu button > "?" button > Restart with Add-ons Disabled
- Help menu > Restart with Add-ons Disabled
and OK the restart.
Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).
Any improvement? (More info: Diagnose Firefox issues using Troubleshoot Mode)
Thank you jscher2000. I had tried clearing cache and cookies, seeing as that was one of the suggestions in the articles I read, with no luck. This morning I tried the Restart with Add-ons Disabled and Start in Safe Mode. Logged in to the site and my account info loaded immediately.
Had a bit of trouble getting the menu bar back as well as my home page, but got that figured out finally.
Having done that, is there anything I am supposed to do after the fact? What about all those add-ons I disabled? Anything I have to do there? (Sorry, not the most tech savvy person).
Thanks again for your help.
Hi jomacny, normally Safe Mode doesn't change any settings. Did you use the Refresh button? The telltale sign is a new Old Firefox Data folder on your desktop. If you find that, hang onto it in case anything critical is missing.
In Safe Mode, you can't enable extensions, but if you exit out of Firefox and start it up normally (not holding down the Shift key) you can selectively enable/disable individual extensions on the Add-ons page. Either:
- Ctrl+Shift+a
- "3-bar" menu button (or Tools menu) > Add-ons
In the left column, click Extensions. Then cast a critical eye over the list on the right side and disable anything unnecessary or unknown.