Load the web page. Then holding down the <shift> key reload the page.

Many site issues can be caused by corrupt cookies or cache.

• Clear the Cache and

• Remove Cookies
  Warning ! ! This will log you out of sites you're logged in to.

Type about:preferences<Enter> in the address bar.

• Cookies; Select Privacy. Under History, select Firefox will Use Custom Settings. Press the button on the right side called Show Cookies. Use the search bar to look for the site. Note; There may be more than one entry. Remove All of them.
• Cache; Select Advanced > Network. Across from Cached Web Content, Press Clear Now.

If there is still a problem, Start Firefox in Safe Mode {web link} A small dialog should appear. Click Start In Safe Mode (not Refresh). While you are in safe mode;

Type about:preferences#advanced<Enter> in the address bar.

Under Advanced, Select General. Look for and turn off Use Hardware Acceleration.

Poke around safe websites. Are there any problems?

Then restart.

Many thanks for your response to my issue. Unfortunately, tried all listed but issue still the same ?

Please provide a link to the password page. No Personal Information Please.

Hi, many thanks for your further support. The initial URL to the site in question is: https://uk.virginmoney.com/virgin/service/?product=savings This is accepted normally when I enter my account ID.. The next action where I enter 2 characters of my password is where things go wrong, I am reluctant to provide this URL in case my account ID would be compromised !

tiffy2 said

where I enter 2 characters of my password is where things go wrong

Please explain.

Apologies for any confusion. The URL I provided is the first stage of Virgin Money login, when I enter my personal account ID, login proceeds normally to the second stage login which requires entering 2 characters of my password, when entered this is where the page fills with what I would explain as "raw machine code" and will not proceed any further with the login process. Reluctant to supply URL for 2nd. stage login as have submitted my account ID at that stage.

This occurs on both of my PC's running Win 8.1 and Win 7 both 64 bit, both running Firefox Ver. 50.0.2.. On both PC's using MS IE11 browser permits normal access to the site. Access to site was normal prior to Firefox last update.

Load the web page. Then holding down the <shift> key, reload the page

Hello,

In order to better assist you with your issue please provide us with a screenshot. If you need help to create a screenshot, please see How do I create a screenshot of my problem?

Once you've done this, attach the saved screenshot file to your forum post by clicking the Browse... button below the Post your reply box. This will help us to visualize the problem.

Thank you!

Hi, Thanks for your further support on this issue.

I certainly could generate a screenshot of the code that appears at the point after I have submitted my account ID and partial password, however, deem that this would be very imprudent on my part considering that the code very likely contains the data I have entered, hopefully in an encrypted format but still very likely to be there in my opinion. The same reasoning applies to the supply of the URL relating to the second stage login process as previously stated having already submitted my personal account ID..

I have reported the issue to the IT department of Virgin Money who are currently investigating, awaiting further feedback.

Take a snap just of the bad part of the screen. Nothing else.

Hi, Again many thanks for your further support.

Attached, snapshot of what I get after submitting password characters when I should get a screen requesting entry of my secure question answer, the URL at that stage is copied for your reference also. The screen displayed is actually much larger containing the same, not english characters as per the bottom of the snapshot provided.

I should add that some other links on the Virgin Money site, before signing on which is not possible currently with Firefox, produce the same result as described.

FredMcD said

Load the web page. Then holding down the <shift> key, reload the page

Have you done this?

Remove History For One Site Open the History Manager <Control><Shift> H. In the search bar, enter the name of the site. Right click on one of the listings and select Forget About This Site. This should remove all information, including any passwords / settings.

Hi, Many thanks for your continued support and patience.

No, I had not tried holding down the shift and reloading the page, can report that this works and I can proceed to the next step and log into the site, however, I have to repeat this operation for every subsequent link activated once on the site !

The other suggestion, remove history for one site, does not appear to have any effect on the issue, still have to resort to the "shift - reload" method to log on.

Boot the computer in Windows Safe Mode with network support (press F8 on the boot screen or hold down the Shift key) to see if that has effect.

• http://www.bleepingcomputer.com/tutorials/how-to-start-windows-in-safe-mode/
• http://www.7tutorials.com/4-ways-boot-safe-mode-windows-10

Hi, Thanks for your further support.

Found it quite involved to get into safe mode with Win 8.1, the F8 boot option key is disabled by default in Win 8.1, eventually got there.

Can report that the log in issue to Virgin Money site does not occur when running in safe mode (with networking)

That means one of the other programs is causing the issue.

As a test, disable your protection programs.

Hi,

Yes, looks like you are absolutely correct, the issue appears to be with my AV software which is Bit Defender Internet Security 2017, I tried disabling one element at a time, discovered that when "Web Protection/Scan SSL" was disabled the issue with the Virgin Money web site went away. There is an associated "white list" with that parameter, have tried logging various Virgin Money web site URL's as exceptions and re-enabling the "Scan SSL" parameter, no joy to date with that.

However, I will take this up with Bit Defender support, fully paid up subscriber, sure they will be able to come up with fix.

Many thanks for your support and incredible patience especially as the issue was not associated with Firefox after all, very much appreciated. The main confusion on my part was that there was not an issue when using MS IE11! Hopefully the issue will be of value to others who may find themselves in similar circumstances,

Kind regards,

Tiffy2

Glad to help. Safe Surfing.

Please let us know if the issue is resolved with Bit Defender.