How To: Troubleshoot Mozilla Firefox (Computer)

STEP-BY-STEP DETAILED TEXT INSTRUCTIONS

Please do the following to troubleshoot Mozilla FIREFOX (Computer)…

  1. First, open a new Firefox window and then click the three (3) stacked lines icon () at the top far right of the page. Go to the bottom of the drop-down menu and select "Settings"
    OR copy and paste the following into the URL bar: about:preferences
  2. Next, please do the following...
    1. Click "Privacy & Security" from the menu on the left.
    2. Under the "Enhanced Tracking Protection" header, make sure "Standard" is selected. If you need to select it, you will need to click the "Reload All Tabs" button as well.
  1. Next, please do the following...
    • Copy and paste the following into a new tab: about:addons
      OR click the puzzle icon () in the window's top right corner to go to the Add-ons Manager and then click " Extensions".
    • Here you will see a list of Extensions and we will need a screenshot for each time you have to scroll down a full page view. You will need to paste as a reply to the email thread you have going with our support team for them to look at this list and determine if any of the Extension programs being used could be causing the ad block message to appear.
  2. Lastly, please open a new window and go to the website where you saw the ad block message.

    Are you still getting the ad block pop-up message?
    • If you do NOT see the message any longer...
      Congratulations! You have fixed it. Give yourself a pat on the back.
    • If, yes, you do still see the ad block message...
      Apologies. Something is still going wrong and we will need to troubleshoot this further on a web call where we have you share your screen and we work through the issue together in real time. To schedule a troubleshooting call, please CLICK HERE

STEP-BY-STEP VIDEO WALKTHROUGH

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