Hello,

Many site issues can be caused by corrupt cookies or cache. In order to try to fix these problems, the first step is to clear both cookies and the cache. Note: This will temporarily log you out of all sites you're logged in to. To clear cache and cookies do the following:

   Go to Firefox > History > Clear recent history or (if no Firefox button is shown) go to Tools > Clear recent history.
   Under "Time range to clear", select "Everything".
   Now, click the arrow next to Details to toggle the Details list active.
   From the details list, check Cache and Cookies and uncheck everything else.
   Now click the Clear now button. 

Further information can be found here: Clear your cache, history and other personal information in Firefox

Did this fix your problems? Please report back to us!

Thank you.

Clearing the cache and cookies did not help. I still cannot open the website.

Try this :

• https://support.mozilla.org/en-US/kb/websites-dont-load-troubleshoot-and-fix-errors?

Can you open that site in other browsers?

Can you access the site via Google Translate with a random source language?

You can append the URL to this link:

• http://translate.google.com/translate?hl=en&sl=fr&tl=en&u=http://

It said my cookies were turned off but they are not. Still cannot open the website.

Firefox Permissions Manager. Use the search bar to find you site. There may be more then one entry. Make sure that the settings for the site are correct. If there is still a problem, at the top right, use Forget About This Site.

The site opens but as soon as it does, it puts a time there and starts spinning. This site requires a password to open but I don't have the opportunity to enter the password because it just starts spinning and gives me a time.

Sometimes a problem with Firefox may be a result of malware installed on your computer, that you may not be aware of.

You can try these free programs to scan for malware, which work with your existing antivirus software:

• Microsoft Safety Scanner
• MalwareBytes' Anti-Malware
• TDSSKiller - AntiRootkit Utility
• Hitman Pro
• ESET Online Scanner

Microsoft Security Essentials is a good permanent antivirus for Windows 7/Vista/XP if you don't already have one.

Further information can be found in the Troubleshoot Firefox issues caused by malware article.

Did this fix your problems? Please report back to us!

There was no malware or viruses found when I used Microsoft Safety Scanner and I still cannot get up on the site in Firefox.

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:

• 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 Basics

Name: Firefox Version: 28.0 User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:28.0) Gecko/20100101 Firefox/28.0

Crash Reports for the Last 3 Days

All Crash Reports

Extensions

Name: Youtube Video Replay Version: 178.7.0 Enabled: true ID: {e1aaa9f8-4500-47f1-9a0a-b02bd60e4076}

Name: HP Smart Web Printing Version: 4.5 Enabled: false ID: [email protected]

Important Modified Preferences

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.importBookmarksHTML: false browser.places.smartBookmarksVersion: 6 browser.sessionstore.upgradeBackup.latestBuildID: 20140314220517 browser.startup.homepage: about:home browser.startup.homepage_override.buildID: 20140314220517 browser.startup.homepage_override.mstone: 28.0 dom.disable_open_during_load: false dom.mozApps.used: true dom.w3c_touch_events.expose: false extensions.lastAppVersion: 28.0 gfx.blacklist.suggested-driver-version: 10.6 keyword.URL: network.cookie.prefsMigrated: true places.database.lastMaintenance: 1398464316 places.history.expiration.transient_current_max_pages: 53666 places.history.expiration.transient_optimal_database_size: 85864938 places.last_vacuum: 1301664049 plugin.disable_full_page_plugin_for_types: application/pdf,application/vnd.adobe.xfdf,application/vnd.fdf plugin.importedState: true plugin.state.java: 0 print.print_printer: HP Officejet 4500 G510g-m print.printer_Brother_MFC-7820N_USB_Printer.print_bgcolor: false print.printer_Brother_MFC-7820N_USB_Printer.print_bgimages: false print.printer_Brother_MFC-7820N_USB_Printer.print_command: print.printer_Brother_MFC-7820N_USB_Printer.print_downloadfonts: false print.printer_Brother_MFC-7820N_USB_Printer.print_edge_bottom: 0 print.printer_Brother_MFC-7820N_USB_Printer.print_edge_left: 0 print.printer_Brother_MFC-7820N_USB_Printer.print_edge_right: 0 print.printer_Brother_MFC-7820N_USB_Printer.print_edge_top: 0 print.printer_Brother_MFC-7820N_USB_Printer.print_evenpages: true print.printer_Brother_MFC-7820N_USB_Printer.print_footercenter: print.printer_Brother_MFC-7820N_USB_Printer.print_footerleft: &PT print.printer_Brother_MFC-7820N_USB_Printer.print_footerright: &D print.printer_Brother_MFC-7820N_USB_Printer.print_headercenter: print.printer_Brother_MFC-7820N_USB_Printer.print_headerleft: &T print.printer_Brother_MFC-7820N_USB_Printer.print_headerright: &U print.printer_Brother_MFC-7820N_USB_Printer.print_in_color: true print.printer_Brother_MFC-7820N_USB_Printer.print_margin_bottom: 0.5 print.printer_Brother_MFC-7820N_USB_Printer.print_margin_left: 0.5 print.printer_Brother_MFC-7820N_USB_Printer.print_margin_right: 0.5 print.printer_Brother_MFC-7820N_USB_Printer.print_margin_top: 0.5 print.printer_Brother_MFC-7820N_USB_Printer.print_oddpages: true print.printer_Brother_MFC-7820N_USB_Printer.print_orientation: 0 print.printer_Brother_MFC-7820N_USB_Printer.print_pagedelay: 500 print.printer_Brother_MFC-7820N_USB_Printer.print_paper_data: 1 print.printer_Brother_MFC-7820N_USB_Printer.print_paper_height: 11.00 print.printer_Brother_MFC-7820N_USB_Printer.print_paper_size_type: 0 print.printer_Brother_MFC-7820N_USB_Printer.print_paper_size_unit: 0 print.printer_Brother_MFC-7820N_USB_Printer.print_paper_width: 8.50 print.printer_Brother_MFC-7820N_USB_Printer.print_reversed: false print.printer_Brother_MFC-7820N_USB_Printer.print_scaling: 1.00 print.printer_Brother_MFC-7820N_USB_Printer.print_shrink_to_fit: true print.printer_Brother_MFC-7820N_USB_Printer.print_to_file: false print.printer_Brother_MFC-7820N_USB_Printer.print_unwriteable_margin_bottom: 0 print.printer_Brother_MFC-7820N_USB_Printer.print_unwriteable_margin_left: 0 print.printer_Brother_MFC-7820N_USB_Printer.print_unwriteable_margin_right: 0 print.printer_Brother_MFC-7820N_USB_Printer.print_unwriteable_margin_top: 0 print.printer_HP_Officejet_4500_G510g-m.print_bgcolor: false print.printer_HP_Officejet_4500_G510g-m.print_bgimages: false print.printer_HP_Officejet_4500_G510g-m.print_colorspace: print.printer_HP_Officejet_4500_G510g-m.print_command: print.printer_HP_Officejet_4500_G510g-m.print_downloadfonts: false print.printer_HP_Officejet_4500_G510g-m.print_duplex: 16792292 print.printer_HP_Officejet_4500_G510g-m.print_edge_bottom: 0 print.printer_HP_Officejet_4500_G510g-m.print_edge_left: 0 print.printer_HP_Officejet_4500_G510g-m.print_edge_right: 0 print.printer_HP_Officejet_4500_G510g-m.print_edge_top: 0 print.printer_HP_Officejet_4500_G510g-m.print_evenpages: true print.printer_HP_Officejet_4500_G510g-m.print_footercenter: print.printer_HP_Officejet_4500_G510g-m.print_footerleft: &PT print.printer_HP_Officejet_4500_G510g-m.print_footerright: &D print.printer_HP_Officejet_4500_G510g-m.print_headercenter: print.printer_HP_Officejet_4500_G510g-m.print_headerleft: &T print.printer_HP_Officejet_4500_G510g-m.print_headerright: &U print.printer_HP_Officejet_4500_G510g-m.print_in_color: true print.printer_HP_Officejet_4500_G510g-m.print_margin_bottom: 0.5 print.printer_HP_Officejet_4500_G510g-m.print_margin_left: 0.5 print.printer_HP_Officejet_4500_G510g-m.print_margin_right: 0.5 print.printer_HP_Officejet_4500_G510g-m.print_margin_top: 0.5 print.printer_HP_Officejet_4500_G510g-m.print_oddpages: true print.printer_HP_Officejet_4500_G510g-m.print_orientation: 0 print.printer_HP_Officejet_4500_G510g-m.print_page_delay: 50 print.printer_HP_Officejet_4500_G510g-m.print_pagedelay: 500 print.printer_HP_Officejet_4500_G510g-m.print_paper_data: 1 print.printer_HP_Officejet_4500_G510g-m.print_paper_height: 11.00 print.printer_HP_Officejet_4500_G510g-m.print_paper_name: print.printer_HP_Officejet_4500_G510g-m.print_paper_size_type: 0 print.printer_HP_Officejet_4500_G510g-m.print_paper_size_unit: 0 print.printer_HP_Officejet_4500_G510g-m.print_paper_width: 8.50 print.printer_HP_Officejet_4500_G510g-m.print_plex_name: print.printer_HP_Officejet_4500_G510g-m.print_resolution: -1 print.printer_HP_Officejet_4500_G510g-m.print_resolution_name: print.printer_HP_Officejet_4500_G510g-m.print_reversed: false print.printer_HP_Officejet_4500_G510g-m.print_scaling: 1.00 print.printer_HP_Officejet_4500_G510g-m.print_shrink_to_fit: true print.printer_HP_Officejet_4500_G510g-m.print_to_file: false print.printer_HP_Officejet_4500_G510g-m.print_unwriteable_margin_bottom: 0 print.printer_HP_Officejet_4500_G510g-m.print_unwriteable_margin_left: 0 print.printer_HP_Officejet_4500_G510g-m.print_unwriteable_margin_right: 0 print.printer_HP_Officejet_4500_G510g-m.print_unwriteable_margin_top: 0 privacy.sanitize.migrateFx3Prefs: true security.warn_viewing_mixed: false storage.vacuum.last.index: 0 storage.vacuum.last.places.sqlite: 1397926069

Graphics

Adapter Description: ATI FirePro V3700 (FireGL) Adapter Drivers: atiumd64 atidxx64 atiumdag atidxx32 atiumdva atiumd6a atitmm64 Adapter RAM: 256 Device ID: 0x95cc Direct2D Enabled: Blocked for your graphics driver version. Try updating your graphics driver to version 10.6 or newer. DirectWrite Enabled: false (6.2.9200.16571) Driver Date: 8-17-2009 Driver Version: 8.632.1.2000 GPU #2 Active: false GPU Accelerated Windows: 1/1 Direct3D 9 Vendor ID: 0x1002 WebGL Renderer: Google Inc. -- ANGLE (ATI FirePro V3700 (FireGL) Direct3D9Ex vs_3_0 ps_3_0) windowLayerManagerRemote: false AzureCanvasBackend: skia AzureContentBackend: cairo AzureFallbackCanvasBackend: cairo AzureSkiaAccelerated: 0

JavaScript

Incremental GC: true

Accessibility

Activated: false Prevent Accessibility: 0

Library Versions

NSPR Expected minimum version: 4.10.3 Version in use: 4.10.3

NSS Expected minimum version: 3.15.5 Basic ECC Version in use: 3.15.5 Basic ECC

NSSSMIME Expected minimum version: 3.15.5 Basic ECC Version in use: 3.15.5 Basic ECC

NSSSSL Expected minimum version: 3.15.5 Basic ECC Version in use: 3.15.5 Basic ECC

NSSUTIL Expected minimum version: 3.15.5 Version in use: 3.15.5

I have found a crash report that happened at exactly the same time that I lost the website I have been trying to open since then. It happened on Wednesday, April 21 at 11:14 am. The crash report had id of 9bdc9092-70a1-4506-b68a-1decf2140426 with signature of F1398665248

Hi mclase.

That is a problem with the Flash plugin.

• https://crash-stats.mozilla.com/report/index/9bdc9092-70a1-4506-b68a-1decf2140426

You can check for problems with current Shockwave Flash plugin versions and try this:

• disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later)
• disable hardware acceleration in the Flash plugin

See also:

• http://kb.mozillazine.org/Flash#Troubleshooting