Hi Cindy,

It sounds like your colleague's Firefox profile might be corrupted.

Usually a refresh would fix things, but as that doesn't seem to have worked, I'd suggest refreshing manually.

There are instructions in the article below. Perhaps follow the first two steps (back up the old profile and create a new one), and test Firefox out. If it works okay in the new profile, then try copying your colleagues bookmarks, passwords, etc into the profile from the backup.

Recover important data from an old profile

Hope this helps!

Why don't we try a little bit more troubleshooting, first?

Open Firefox in the SafeMode and then type about:crashes in the URL bar and hit Enter. edit - big whoopsie with the uri

Starting at the top, please provide some of the Crash ID #'s that start with BP-. Copy and paste those ID #'s into the Post Reply box here. If none start with BP-, click on those reports to submit them to the Crash data collection servers and give us the resultant BP- ID #'s.

Well, about:sync-log doesn't give me much. See the attached picture.

We actually also deleted all the old profile information and reinstalled again. Same problem. Not concerned about saving bookmarks and such at this point.

What about on about:crashes? If you see any crash ID's beginning with BP-, plesae copy and paste them into the box below.

You can check if Firefox can be started in Safe Mode by holding down the Shift/Options key.

Start Firefox in Safe Mode to check if one of the extensions (Firefox/Tools > Add-ons > Extensions) or if hardware acceleration is causing the problem.

• Switch to the DEFAULT theme: Firefox/Tools > Add-ons > Appearance
• Do NOT click the Reset button on the Safe Mode start window

• https://support.mozilla.org/kb/Safe+Mode
• https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes

You can try to disable hardware acceleration in Firefox.

• Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"

You need to close and restart Firefox after toggling this setting.

• https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes

You can check if there is an update for your graphics display driver and check for hardware acceleration related issues.

• https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

So about:crashes showed me nothing with a BP- prefix. What finally worked was to disable hardware acceleration. I told my colleague that he could try to update his graphics drivers at some point, but at least this should get him up and running for now.

Thanks for all the suggestions!