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HP Support Assistant says I have a problem they cannot solve and I should get in touch with Mozilla. I cannot get to tech support.

GAGADOT
GAGADOT
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I spent about 2 hours on HP chat where they took control of my computer. I was having problems using YAHOO mail where when I tried to add contacts to an outgoing email. I could not add more than 2 contacts before the site would hang Firefox and go into spinning blue circle. I had to get out and get back in. This happened at least 25 times. The HP person uninstalled my AVG virus but said that it wasn't compatible with Firefox version 28. I am a novice computer user and cannot offer any further description other than a listing of the chat I had with the hP person.

I spent about 2 hours on HP chat where they took control of my computer. I was having problems using YAHOO mail where when I tried to add contacts to an outgoing email. I could not add more than 2 contacts before the site would hang Firefox and go into spinning blue circle. I had to get out and get back in. This happened at least 25 times. The HP person uninstalled my AVG virus but said that it wasn't compatible with Firefox version 28. I am a novice computer user and cannot offer any further description other than a listing of the chat I had with the hP person.

All Replies (2)

Wesley Branton
Wesley Branton
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You don't happen to have the chat saved to your computer? It would be great if you could post that or a link to download that.

Try Firefox Safe Mode to see if the problem goes away. Firefox Safe Mode is a troubleshooting mode that turns off some settings and disables most add-ons (extensions and themes).

(If you're using an added theme, switch to the Default theme.)

If Firefox is open, you can restart in Firefox Safe Mode from the Help menu by clicking on the Restart with Add-ons Disabled... menu item:
FirefoxSafeMode

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)

Once you get the pop-up, just select "'Start in Safe Mode" Safe Mode Fx 15 - Win

If the issue is not present in Firefox Safe Mode, your problem is probably caused by an extension, and you need to figure out which one. Please follow 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.

Thank you.

Wesley Branton
Wesley Branton
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You may want to consider contacting Yahoo for more support.