hi, could you provide any submitted crash reports? please enter about:crashes into the location bar, copy the latest few report ids from there starting with bp- & paste them here into a forum reply. this might give us a better understanding of the problem...

Hi Philipp. Thank you for the quick response. There are no crash reports and no error messages. It simply will not go on the internet. I have checked to make sure network settings are set to 'no proxy'. Also made sure it is set to work online. Regards, Aubrey.

would you be willing to do some advanced troubleshooting on that machine for us to narrow down the range in firefox development when this error first occurred?

for that please download and install the "mozregression" tool from https://github.com/mozilla/mozregression/releases/download/gui-0.9.2/mozregression-gui.exe

• open the program from the start menu
• go to file > run a new bisection
• choose firefox/32/opt & click "next" two times
• as last known good date enter: "2015-12-02"
• afterwards the tool will download and open particular firefox versions - please test if it's working correctly in each version, close it & select "good" or "bad" in the tool based on the result
• this will run a couple of times & at the end the console window will show "the bisection is done" - please then click on the last tested build (in the bisection process pane), copy the result for the pushlog_url field as shown in the screenshot and paste it here into a reply on the forum.

thanks a lot!

Hi Philipp. Ok. As I said, this problem is on a friends PC. When I visit him, I will try your suggestion. At the moment, I'm not sure when I will be there. But I will let you know the outcome. Thank you very much. Kind regards, Aubrey.

thank you, we are looking into the issue in https://bugzilla.mozilla.org/show_bug.cgi?id=1268922.

Try to create a new profile to test if your current profile is causing the problem as it looks like a problem with the cache2 folder reading the bug report.

See "Creating a profile":

• https://support.mozilla.org/kb/profile-manager-create-and-remove-firefox-profiles
• http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Profile_issues

If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems.

• http://kb.mozillazine.org/Transferring_data_to_a_new_profile_-_Firefox

Firefox uses two locations for the Firefox profile folder. Location used for the main profile in "AppData\Roaming".

• C:\Users\<user>\AppData\Roaming\Mozilla\Firefox\Profiles\<profile>\

Location used for the disk cache and other temporary files in "AppData\Local".

• C:\Users\<user>\AppData\Local\Mozilla\Firefox\Profiles\<profile>\

"AppData" (XP: Application Data; Mac: ~/Library; Linux: ~/.mozilla) is a hidden folder.

• http://kb.mozillazine.org/Show_hidden_files_and_folders

hi again, we have now released an update to firefox 46.0.1 which might hopefully address this issue. you can download and install it from https://www.mozilla.org/en-US/firefox/all/

Fault now resolved by installing the latest version. Thank you Philipp for your support in this matter.

Problem Resolved Hello Philipp. I have tried the new version and I am pleased to say it has work. The PC with the problem is a 64bit machine. So the link you have sent me give you the chance to install 32bit or 64bit. I of course chose 64bit. It did not work. So I tried what it said was the 32bit version and it worked. I can only assume they are marked up wrong. I have just looked at the website and it appears to be different now. So maybe the error has been corrected.

Thank you for all the help and advice you have given me. Your support is exceptional. Something that is rarely found these days. Kinds regards, Aubrey.