Also, what if that 2nd profile becomes corrupted too? I'd need to create a 3rd, 4th, 5th, ect. profile? That doesn't make sense to me....

Hi, creating a 2nd profile is to test, if it works with out all the things you had in it then they can be added back slowly into the new profile to see if errors happen or what is causing it, if no errors great and can delete the Profile you used before.

As you do not often I presume have to do testing/trouble shooting it is common, It may not make sense to you but if it works it works and is tried, true and tested. But no you do not make endless profiles that is what these 2 things are for is when things are all together and working right you make a backup which is standard computer practise since day 1 of computers.

• https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles
• https://support.mozilla.org/en-US/kb/export-firefox-bookmarks-to-backup-or-transfer

Note that we are no on a 2nd page and it would be good if you could follow instructions and to not lay blame and things may get down a little faster with your cooperation. Thanks, Volunteer Support.

You still fail to answer my question. How is it that I have a bad profile, anyway? I have been having this problem since the day/second that I started using Firefox. That tells me I got bad software. If I got bad software how would creating a 2nd profile fix anything? I am not doing anything until I get an answer to that. I am not trying to lay blame but why would I do something that doesn’t even make sense? You keep telling me to create a 2nd profile but you can’t even tell me how the original profile instantly got bad the very second it was created. If I got bad software from the start, how, exactly, would creating a 2nd profile fix anything?

If I have a problem with YouTube all they ever tell me to “change your web browser”, I come here & all I am told is to “create a 2nd profile”. How is that not annoying much less really resolve anything?

We don't know if you current profile is bad or something else is wrong outside your profile or Firefox. You can create a new profile to determine whether your current profile is causing this issue. If it still happens with this new profile then an external cause is more likely because we can't reproduce it.

Then where would that lead me? It is very odd to me that something doesn't work THE VERY SECOND that I change my browser! That right there tells me its the browser....

So, I created a new profile & it did NOT fix anything (surprise, surprise)….

I find it very interesting that I have done everything I had been told to do & nothing has worked. Why is it that as soon as I switch to Firefox I have problems?

How is it, exactly, that I have done every single thing I had been told, nothing at all has worked yet I am not cooperating? I have not heard anything at all in 4 days! What do you think that tells me?

Can you please type about:support in your address bar, press enter, and copy and paste the information here.

Troubleshooting Information This page contains technical information that might be useful when you’re trying to solve a problem. If you are looking for answers to common questions about Firefox, check out our support website. Application Basics Name Firefox Version 61.0.1 Build ID 20180704003137 Update History Update Channel release User Agent Mozilla/5.0 (Windows NT 6.1; rv:61.0) Gecko/20100101 Firefox/61.0 OS Windows_NT 6.1 Profile Folder C:\Users\Owner\AppData\Roaming\Mozilla\Firefox\Profiles\t8u2lyem.default-1530572047055 Enabled Plugins about:plugins Build Configuration about:buildconfig Memory Use about:memory Performance about:performance Registered Service Workers about:serviceworkers Multiprocess Windows 1/1 (Enabled by default) Web Content Processes 2/4 Enterprise Policies Inactive Google Key Found Mozilla Location Service Key Found Safe Mode false Profiles about:profiles Crash Reports for the Last 3 Days Report ID Submitted

All Crash Reports Firefox Features Name Version ID Activity Stream 2018.06.29.1026-fa231556 activity-stream@mozilla.org Application Update Service Helper 2.0 aushelper@mozilla.org Firefox Screenshots 32.1.0 screenshots@mozilla.org Follow-on Search Telemetry 0.9.7 followonsearch@mozilla.com Form Autofill 1.0 formautofill@mozilla.org Photon onboarding 1.0 onboarding@mozilla.org Pocket 1.0.5 firefox@getpocket.com Web Compat 2.0 webcompat@mozilla.org WebCompat Reporter 1.0.0 webcompat-reporter@mozilla.org Extensions Name Version Enabled ID Webroot Filtering Extension 1.7.0.19 true webrootsecure@webroot.com Graphics Features Compositing Direct3D 11 (Advanced Layers) Asynchronous Pan/Zoom wheel input enabled; scrollbar drag enabled; keyboard enabled; autoscroll enabled WebGL 1 Driver WSI Info EGL_VENDOR: Google Inc. (adapter LUID: 0000000000006c97) EGL_VERSION: 1.4 (ANGLE 2.1.0.fcbca0e873c3) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses WebGL 1 Driver Renderer Google Inc. -- ANGLE (Mobile Intel(R) 4 Series Express Chipset Family Direct3D11 vs_4_0 ps_4_0) WebGL 1 Driver Version OpenGL ES 2.0 (ANGLE 2.1.0.fcbca0e873c3) WebGL 1 Driver Extensions GL_ANGLE_client_arrays GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_pack_reverse_row_order GL_ANGLE_program_cache_control GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_color_buffer_float_rgb GL_CHROMIUM_color_buffer_float_rgba GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_compression_s3tc_srgb GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_surfaceless_context GL_OES_texture_float GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object WebGL 1 Extensions ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_frag_depth EXT_sRGB EXT_shader_texture_lod EXT_texture_filter_anisotropic EXT_disjoint_timer_query OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_draw_buffers WEBGL_lose_context WebGL 2 Driver WSI Info - WebGL 2 Driver Renderer WebGL creation failed:

• Error during ANGLE OpenGL init.
• Exhausted GL driver caps.

WebGL 2 Driver Version - WebGL 2 Driver Extensions - WebGL 2 Extensions - Direct2D Blocked for your graphics driver version. Off Main Thread Painting Enabled true Off Main Thread Painting Worker Count 1 DirectWrite true (6.2.9200.22164) GPU #1 Active Yes Description Mobile Intel(R) 4 Series Express Chipset Family Vendor ID 0x8086 Device ID 0x2a42 Driver Version 8.15.10.2302 Driver Date 2-11-2011 Drivers igdumdx32 igd10umd32 Subsys ID 02aa1028 RAM Unknown Diagnostics AzureCanvasAccelerated 0 AzureCanvasBackend skia AzureCanvasBackend (UI Process) skia AzureContentBackend skia AzureContentBackend (UI Process) skia AzureFallbackCanvasBackend (UI Process) cairo GPUProcessPid 6020 Decision Log DIRECT2D Blocklisted; failure code BLOCKLIST_FEATURE_FAILURE_DL_BLACKLIST_g984 D3D11_HW_ANGLE Blocklisted due to known issues; bug 1153381 WEBRENDER opt-in by default: WebRender is an opt-in feature unavailable by runtime: ANGLE is disabled ADVANCED_LAYERS available by user: Enabled for Windows 7 via user-preference Workarounds NO_CONSTANT_BUFFER_OFFSETTING Unsupported by driver Media Audio Backend wasapi Max Channels 2 Preferred Sample Rate 44100 Output Devices Name Group Vendor State Preferred Format Channels Rate Latency Speakers (High Definition Audio Device) HDAUDIO\FUNC_01&VEN_111D&DEV_76B2&SUBSYS_102802AA&REV_1003\4&12cd82e6&0&0001 Enabled All default: F32LE, support: S16LE F32LE 2 default: 44100, support: 44100 - 44100 133 - 448 Internal AUX Jack (High Definition Audio Device) HDAUDIO\FUNC_01&VEN_111D&DEV_76B2&SUBSYS_102802AA&REV_1003\4&12cd82e6&0&0001 Disabled None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Input Devices Name Group Vendor State Preferred Format Channels Rate Latency Microphone (High Definition Audio Device) HDAUDIO\FUNC_01&VEN_111D&DEV_76B2&SUBSYS_102802AA&REV_1003\4&12cd82e6&0&0001 Unplugged None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Microphone (High Definition Audio Device) HDAUDIO\FUNC_01&VEN_111D&DEV_76B2&SUBSYS_102802AA&REV_1003\4&12cd82e6&0&0001 Enabled All default: F32LE, support: S16LE F32LE 2 default: 44100, support: 44100 - 44100 133 - 448 Important Modified Preferences Name Value browser.cache.disk.capacity 358400 browser.cache.disk.filesystem_reported 1 browser.cache.disk.smart_size.first_run false browser.places.smartBookmarksVersion 8 browser.sessionstore.upgradeBackup.latestBuildID 20180704003137 browser.startup.homepage https://www.msn.com/ browser.startup.homepage_override.buildID 20180704003137 browser.startup.homepage_override.mstone 61.0.1 browser.urlbar.placeholderName Google browser.urlbar.timesBeforeHidingSuggestionsHint 0 dom.forms.autocomplete.formautofill true extensions.lastAppVersion 61.0.1 gfx.blacklist.direct2d 3 gfx.blacklist.direct2d.failureid FEATURE_FAILURE_DL_BLACKLIST_g984 layers.mlgpu.sanity-test-failed false media.gmp-gmpopenh264.abi x86-msvc-x86 media.gmp-gmpopenh264.lastUpdate 1530572433 media.gmp-gmpopenh264.version 1.7.1 media.gmp-manager.buildID 20180704003137 media.gmp-manager.lastCheck 1530997623 media.gmp-widevinecdm.abi x86-msvc-x86 media.gmp-widevinecdm.lastUpdate 1530572436 media.gmp-widevinecdm.version 1.4.8.1008 media.gmp.storage.version.observed 1 media.hardware-video-decoding.failed false network.cookie.prefsMigrated true network.predictor.cleaned-up true places.database.lastMaintenance 1530590778 places.history.expiration.transient_current_max_pages 60115 plugin.disable_full_page_plugin_for_types application/pdf

print.printer_Dell_V305.print_bgcolor false print.printer_Dell_V305.print_bgimages false print.printer_Dell_V305.print_duplex -437918235 print.printer_Dell_V305.print_edge_bottom 0 print.printer_Dell_V305.print_edge_left 0 print.printer_Dell_V305.print_edge_right 0 print.printer_Dell_V305.print_edge_top 0 print.printer_Dell_V305.print_evenpages true print.printer_Dell_V305.print_footercenter print.printer_Dell_V305.print_footerleft &PT print.printer_Dell_V305.print_footerright &D print.printer_Dell_V305.print_headercenter print.printer_Dell_V305.print_headerleft &T print.printer_Dell_V305.print_headerright &U print.printer_Dell_V305.print_in_color true print.printer_Dell_V305.print_margin_bottom 0.5 print.printer_Dell_V305.print_margin_left 0.5 print.printer_Dell_V305.print_margin_right 0.5 print.printer_Dell_V305.print_margin_top 0.5 print.printer_Dell_V305.print_oddpages true print.printer_Dell_V305.print_orientation 0 print.printer_Dell_V305.print_page_delay 50 print.printer_Dell_V305.print_paper_data 1 print.printer_Dell_V305.print_paper_height 11.00 print.printer_Dell_V305.print_paper_name print.printer_Dell_V305.print_paper_size_unit 0 print.printer_Dell_V305.print_paper_width 8.50 print.printer_Dell_V305.print_resolution 600 print.printer_Dell_V305.print_reversed false print.printer_Dell_V305.print_scaling 1.00 print.printer_Dell_V305.print_shrink_to_fit true print.printer_Dell_V305.print_to_file false print.printer_Dell_V305.print_unwriteable_margin_bottom 0 print.printer_Dell_V305.print_unwriteable_margin_left 0 print.printer_Dell_V305.print_unwriteable_margin_right 0 print.printer_Dell_V305.print_unwriteable_margin_top 0 privacy.sanitize.pending [{"id":"newtab-container","itemsToClear":[],"options":{}}] security.sandbox.content.tempDirSuffix {626487ef-9da0-42de-be4a-89716749f1ca} services.sync.declinedEngines services.sync.engine.addresses.available true storage.vacuum.last.index 1 storage.vacuum.last.places.sqlite 1530590777 Important Locked Preferences Name Value Places Database Integrity JavaScript Incremental GC true Accessibility Activated false Prevent Accessibility 0 Accessible Handler Used true Accessibility Instantiator Library Versions Expected minimum version Version in use NSPR 4.19 4.19 NSS 3.37.3 3.37.3 NSSSMIME 3.37.3 3.37.3 NSSSSL 3.37.3 3.37.3 NSSUTIL 3.37.3 3.37.3 Sandbox Content Process Sandbox Level 5 Effective Content Process Sandbox Level 5 Internationalization & Localization Application Settings Requested Locales ["en-US"] Available Locales ["en-US"] App Locales ["en-US"] Regional Preferences ["en-US"] Default Locale "en-US" Operating System System Locales ["en-US"] Regional Preferences ["en-US"]

It was too long & wouldn’t let me put it all on 1 message so it took 2 too sent it all. I also tried a (long) screen shot but it wouldn’t take.

What anti-virus do you have installed? You said you had refreshed Firefox? Does this same thing happen in other browsers?

Anti-Virus = Webroot SecureAnywhere. I had done everything I had been told to do before & I do believe there was a refresh step in there so I believe I had. I do not have any other web browsers. I use to have Internet Explorer but I have been told several times to stop using Internet Explorer & was told to get Firefox….have only been using it for 3 weeks (stated using it on June 19) & that is when I started having the problem. I did not have the problem when I was using IE, it has only been happening since I’ve been using Firefox.

Please uninstall Webroot, restart your computer, than see if things work better.

I usually suggest not using Webroot and just using Windows defender anyway.

If I can ask, what is wrong with Webroot? I have a 1-year paid subscription that is used on up to 5 computers in the household & was just renewed in June. I had no problem with Webroot on IE but you want me to believe that is the cause of the problem on Firefox?

Depending on the product, Webroot often injects things into your internet.

I'd suggest uninstalling it, and see if things work

Depending on the product? What kind of “things”? Like I said, “I have a 1-year paid subscription that is used on up to 5 computers in the household & was just renewed in June”. You want me to believe that even though I had no problem with Webroot on IE that it is the cause of the problem on Firefox? How come it didn’t “inject” any “things” into IE & give me problems? Completely unacceptable!

I know what you said. Webroot is a poor product that often doesn't interact well with Firefox. Please uninstall it as part of the troubleshooting process

So you want me to have no anti-virus?