In order to be able to find the correct solution to your problem, we require some more non-personal information from you. Please do the following from the computer that is having the problem:

• Click the Firefox button at the top left, then click the Help menu and select Troubleshooting Information from the submenu. If you don't have a Firefox button, click the Help menu at the top and select Troubleshooting Information from the menu.

Now, a new tab containing your troubleshooting information should open.

• At the top of the page, you should see a button that says "Copy text to clipboard". Click it.
• Now, go back to your forum post and click inside the reply box. Press Ctrl+V to paste all the information you copied into the forum post.

If you need further information about the Troubleshooting information page, please read the article Use the Troubleshooting Information page to help fix Firefox issues.

Thanks in advance for your help!

{

 "application": {
   "name": "Firefox",
   "version": "25.0.1",
   "userAgent": "Mozilla/5.0 (Windows NT 6.1; WOW64; rv:25.0) Gecko/20100101 Firefox/25.0",
   "supportURL": "https://support.mozilla.org/1/firefox/25.0.1/WINNT/en-US/"
 },
 "modifiedPreferences": {
   "accessibility.typeaheadfind.flashBar": 0,
   "browser.cache.disk.capacity": 358400,
   "browser.cache.disk.smart_size.first_run": false,
   "browser.cache.disk.smart_size.use_old_max": false,
   "browser.cache.disk.smart_size_cached_value": 358400,
   "browser.places.smartBookmarksVersion": 4,
   "browser.search.useDBForOrder": true,
   "browser.sessionstore.restore_on_demand": false,
   "browser.sessionstore.upgradeBackup.latestBuildID": "20131112160018",
   "browser.startup.homepage_override.mstone": "25.0.1",
   "browser.startup.homepage": "http://my.earthlink.net/",
   "browser.startup.homepage_override.buildID": "20131112160018",
   "browser.tabs.onTop": false,
   "browser.tabs.loadInBackground": false,
   "dom.w3c_touch_events.expose": false,
   "dom.mozApps.used": true,
   "extensions.lastAppVersion": "25.0.1",
   "gfx.direct3d.prefer_10_1": true,
   "gfx.direct3d.last_used_feature_level_idx": 0,
   "network.cookie.prefsMigrated": true,
   "network.cookie.lifetimePolicy": 1,
   "network.cookie.cookieBehavior": 1,
   "places.history.expiration.transient_current_max_pages": 101533,
   "places.database.lastMaintenance": 1384586418,
   "plugin.importedState": true,
   "plugin.disable_full_page_plugin_for_types": "application/pdf",
   "privacy.clearOnShutdown.formdata": false,
   "privacy.clearOnShutdown.sessions": false,
   "privacy.clearOnShutdown.cookies": false,
   "privacy.donottrackheader.enabled": true,
   "privacy.clearOnShutdown.history": false,
   "privacy.clearOnShutdown.downloads": false,
   "privacy.sanitize.migrateFx3Prefs": true,
   "security.warn_viewing_mixed": false,
   "storage.vacuum.last.places.sqlite": 1383930249,
   "storage.vacuum.last.index": 1
 },
 "graphics": {
   "numTotalWindows": 1,
   "numAcceleratedWindows": 1,
   "windowLayerManagerType": "Direct3D 10",
   "windowLayerManagerRemote": false,
   "adapterDescription": "Intel(R) HD Graphics 3000",
   "adapterVendorID": "0x8086",
   "adapterDeviceID": "0x0116",
   "adapterRAM": "Unknown",
   "adapterDrivers": "igdumd64 igd10umd64 igd10umd64 igdumd32 igd10umd32 igd10umd32",
   "driverVersion": "9.17.10.2932",
   "driverDate": "12-12-2012",
   "adapterDescription2": "",
   "adapterVendorID2": "",
   "adapterDeviceID2": "",
   "adapterRAM2": "",
   "adapterDrivers2": "",
   "driverVersion2": "",
   "driverDate2": "",
   "isGPU2Active": false,
   "direct2DEnabled": true,
   "directWriteEnabled": true,
   "directWriteVersion": "6.2.9200.16571",
   "webglRenderer": "Google Inc. -- ANGLE (Intel(R) HD Graphics 3000 Direct3D9Ex vs_3_0 ps_3_0)",
   "info": {
     "AzureCanvasBackend": "direct2d",
     "AzureSkiaAccelerated": 0,
     "AzureFallbackCanvasBackend": "cairo",
     "AzureContentBackend": "direct2d"
   }
 },
 "javaScript": {
   "incrementalGCEnabled": true
 },
 "accessibility": {
   "isActive": false,
   "forceDisabled": 0
 },
 "libraryVersions": {
   "NSPR": {
     "minVersion": "4.10.2",
     "version": "4.10.2"
   },
   "NSS": {
     "minVersion": "3.15.3 Basic ECC",
     "version": "3.15.3 Basic ECC"
   },
   "NSSUTIL": {
     "minVersion": "3.15.3",
     "version": "3.15.3"
   },
   "NSSSSL": {
     "minVersion": "3.15.3 Basic ECC",
     "version": "3.15.3 Basic ECC"
   },
   "NSSSMIME": {
     "minVersion": "3.15.3 Basic ECC",
     "version": "3.15.3 Basic ECC"
   }
 },
 "userJS": {
   "exists": false
 },
 "extensions": [
   {
     "name": "Adblock Plus",
     "version": "2.4",
     "isActive": true,
     "id": "{d10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d}"
   },
   {
     "name": "DoNotTrackMe",
     "version": "2.2.9.812",
     "isActive": true,
     "id": "[email protected]"
   },
   {
     "name": "Lazarus: Form Recovery",
     "version": "2.3",
     "isActive": true,
     "id": "[email protected]"
   },
   {
     "name": "Old Location Bar",
     "version": "2.1.7",
     "isActive": true,
     "id": "{3205B348-523A-4fac-9BC4-9939CBF583B0}"
   }
 ]

}

Note that the plugins list that shows in the System Details List shows the Flash plugin as installed:

• Shockwave Flash 11.9 r900

• http://www.adobe.com/software/flash/about/
• http://helpx.adobe.com/flash-player/kb/find-version-flash-player.html

You can find the latest Flash player versions for Firefox on this page.

• http://www.adobe.com/special/products/flashplayer/fp_distribution3.html

Try downloading and installing from here:

1. http://get.adobe.com/flashplayer/
2. Determine whether you want the optional McAfee offer
3. Select Install Now
4. Open/run the install file once the download completes
5. Check your results here http://www.mozilla.org/en-US/plugincheck/ once the install if finished (Shockwave Flash will appear at the bottom of the page)

cor-el: Please note the System Details are not for the computer that is having the problem.

I'm sorry, this is all I could find re plug-ins

"plugin.importedState": true,
  "plugin.disable_full_page_plugin_for_types": 

And that's all greek to me, lol.

I may not be explaining what is happening clearly. I have the updated version of flash installed which works on IE.

However, when I click on FF tools, ad-ons & plug-ins, shockwave flash is NOT listed. Something called shockwave for director which seems to be connected to director netscape (which I didn't install). I tried disabling it and re-enabling it but it doesn't seem to matter either way.

Before I uninstalled shockwave and reinstalled it, it did show up on my plug-ins list but it was out of date & when I clicked on the update link, it took me to adobe's website but the install link didn't work. Neither did the manual install because it just keeps looping me back to the cloud ads.

I have all kinds of screen shots, but don't know how to get them to show up here.

Any time I go to a site that has a video, I get a message and the little icon that says I need to install flash.

The updated version is installed but FF is not recognizing it.

When I go to FF plug-ins page and do a search for shockwave flash, it doesn't even t show up in the results.

Something is blocking/keeping FF from recognizing that flash is installed.

It's driving me nuts. I'm not very techie, but I've never had a problem downloading and installing anything before. This is a new laptop and I'm not used to win 7 yet. Is there anything else I can check to see if there is something preventing FF from recognizing flash and/or the adobe site not working?

My cookies are enabled and I use MSSE - have for a couple of years and it & everything installed fine on my xp computer and everything but flash installed fine on this laptop.

Thank you for all your help!!!

FYI, I am now posting from the computer w/the problem. I there a way I can edit the system details so they reflect this computer?

All the system details needed were included with your troubleshooting info-thanks for that! Installing flash for IE or Chrome will not show up for Firefox as you've noticed. These each are different implementations of flash for the different browsers.

Did you try the download link I provided earlier?

You can add screenshots using the Browse... button below the Post a Reply box.

I did use the link you provided. It took me to the same place I had been using.

Don't mean to sound like a dummie, but I put my screen shots in a word doc w/notes & it looks like the browse is only for images. So please tell me how/where I need to put screen shots so they can be uploaded.

Thanks!!!

You can save the screenshot as an image file (PNG or JPG).

• http://en.wikipedia.org/wiki/Screenshot
• https://support.mozilla.org/kb/how-do-i-create-screenshot-my-problem

Use a compressed image type like PNG or JPG to save the screenshot.

First screenshot shows I had shockwave, but it wasn't up to date. That's when all this started. Ended up uninstalling it when it repeatedly looped me back to the cloud ads...which is second screenshot.

Third screenshot is where I tried it from the pop up & got same results.

First screenshot is where I tried it manually & got error message but no explanation.

Next shot is another error message & the last one is when I downloaded it in IE, this page popped up in FF.

Hope these help.

I would recommend trying the following:

1. Refresh Firefox - reset add-ons and settings
   • This will keep many of your preferences
   • You will have to reinstall your extensions (AdBlock Plus, etc)
2. Attempt the Flash install again: Install the Flash plugin to view videos, animations and games

If this doesn't work, start fresh with a clean install of Firefox. This means you remove Firefox program files and then reinstall Firefox. Please follow these steps:

Note: You might want to print these steps or view them in another browser.

1. Download the latest Desktop version of Firefox from http://www.mozilla.org and save the setup file to your computer.
2. After the download finishes, close all Firefox windows (click Exit from the Firefox or File menu).
3. Delete the Firefox installation folder, which is located in one of these locations, by default:
   • Windows:
     • C:\Program Files\Mozilla Firefox
     • C:\Program Files (x86)\Mozilla Firefox
   • Mac: Delete Firefox from the Applications folder.
   • Linux: If you installed Firefox with the distro-based package manager, you should use the same way to uninstall it - see Install Firefox on Linux. If you downloaded and installed the binary package from the Firefox download page, simply remove the folder firefox in your home directory.
4. Now, go ahead and reinstall Firefox:
   1. Double-click the downloaded installation file and go through the steps of the installation wizard.
   2. Once the wizard is finished, choose to directly open Firefox after clicking the Finish button.

Please report back to see if this helped you!

Thank you.

Thank you so much. I will do you suggested. It's getting late, so probably not until tomorrow afternoon. But will definitely report back.

Hi SM & Co-rel, I tried the reset and I was able to download shockwave. YAAAAAAAY. However it didn't show up in firefox. Not only that, while some of my settings were saved (not referring to ad-ons or plug-ins), some weren't. So I made some changes and restarted FF. Everything I had done had disappeared. After redoing my settings & restarting FF three times it seems (at least for the moment) that FF has finally cemented in my changes. And shockwave finally showed up in my plug-ins list!

I am going to add back my add-ons one at a time and check shockwave each time to be sure all is still ok.

Thank you both so much!!!

Hello,

I am glad to hear that your problem has been resolved.

If you have not already, please mark this thread as solved by marking the solution.
This will help other users experiencing similar problems find help faster and more efficiently.

I hope you continue using our products and thank you for contacting Mozilla Support.

Well, here I am again....

Got a notice from adobe to update shockwave and tried to but the same thing happened. I don't think I should have to reset ff every time I need to update a plug in.  :-((

Interesting that when I just now looked for updates for plug-ins via ff, it says its up to date. IDK....for now I'm not updating.

FYI, I have since downgraded to v. 24 because the find bar won't stay up. Based on what I read in the forum here, it appears it was designed that way. Sigh... I wish they would stop changing & taking away things that worked well.

For the find bar in Firefox 25 see:

• FindBar Tweak: https://addons.mozilla.org/firefox/addon/findbar-tweak/

If there is a problem with updating Flash then download and save the full Flash installer to your har drive (desktop) and close Firefox.

You can find the latest Flash player versions for Firefox on this page.

• http://www.adobe.com/special/products/flashplayer/fp_distribution3.html
• http://www.adobe.com/support/flashplayer/downloads.html

The symptoms described by the original poster: "Tried to update flash via FF. It took me to abobe's page where nothing happens when I click install." are often caused by the Ghostery tracker blocking extension. Select "Pause Blocking" from the Ghostery menu, reload the page, and the button will start the install.

(Brief details: Ghostery blocks loading of the pdc_s_code.js et. al. files used for omniture analytics, but that causes later Javascript errors due to an undefined variable, so Adobe's scripts never get around to enabling the download button, etc.)

Hi rzulch, Thank you for the information. I don't use ghostery. I use DoNotTrackMe. Would DNTM do the same thing as ghostery?

My other add-ons are as follows:

extensions: adblock, donottrackme, lazarus, old location bar & today I just added findbar tweak.

plug-ins: adobe acrobat, shockwave flash, shockwave for director, silverlight and windows photo live gallery.

appearance: red cats & green cats

In other developments, today out of the blue I couldn't access Faccebook. I have FF 25. I cleared my cookies & cache which didn't help. So I tried going to FB via IE 10 (which I abhor) and had no trouble accessing it. I then downgraded FF to 24 and voila, I have FB back.

Thanks to everyone who posted here. I really appreciate your help!