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about:support

The Troubleshooting Information page has tools and details about your Firefox installation, that can help you solve problems with Firefox.

Firefox includes a ''Troubleshooting Information'' page with some problem-solving tools, details about your Firefox installation and other technical data, such as any installed extensions, important modified preferences and graphics information. If you are [[Get community support|getting help on the support forum]], content you provide from this page can help resolve your Firefox issue. '''To access the Troubleshooting Information page:''' Click the menu button [[Image:Fx89menuButton]], click {menu Help}, and select {menu More Troubleshooting Information}. You will be taken to a page with the address ''about:support''. You can also access this page by entering '''about:support''' into the address bar. [[Image:Fx110-aboutsupport]] __TOC__ = Give Firefox a tune up = [[Template:reset-fx]] = Diagnose issues = You can restart Firefox in Troubleshoot Mode to temporarily turn off hardware acceleration, reset some settings, and disable add-ons (extensions and themes) that might be causing problems. See [[Diagnose Firefox issues using Troubleshoot Mode]] for more information. = Try clearing the startup cache = Firefox stores certain temporary data in a startup cache to improve startup speed. Clearing the startup cache and then restarting Firefox can sometimes fix various issues, such as mixed languages in the user interface after an update. This will not change your profile data or add-ons. = Copy to clipboard = You can copy the contents of this page to the {for win}Windows clipboard{/for}{for mac}Mac clipboard{/for}{for linux}clipboard{/for}. Clicking the {button Copy raw data to clipboard} button will copy the source data in ''Json format''. Clicking the {button Copy text to clipboard} button will copy a version of the same data in ''report format'' for further use. (For privacy reasons, the [[#w_application-basics|Application Basics]] {for win,mac}'''Profile Folder'''{/for}{for linux}'''Profile Directory'''{/for} line will not be copied.) After copying, you can paste the information into another window for someone to see by clicking the {menu Edit} menu in the program you are using and then selecting {menu Paste} (or by holding down the {key {for win,linux}Ctrl{/for}{for mac}Command{/for}} key and pressing {key V}). = Application Basics = * '''Name''': Tells you the name of the product you are using. In most cases, it should say “Firefox”. * '''Version''': Tells you which version number of Firefox you are using. * '''Build ID''': The code created automatically to identify the unique environment in which this Firefox installation was built. {for not linux} * '''Distribution ID''': {for not win10,win11}This field will appear blank to non-Linux users.{/for}{for win10,win11}This field will contain ''mozilla-MSIX'' if you are using the MSIX (Microsoft Store) version of Firefox. Otherwise, this field will be blank.{/for} {/for} {for linux} * '''Distribution ID''': Tells you the name of the Linux distribution (such as Ubuntu, Arch or OpenSuse). * If Firefox was installed manually, instead of through your Linux distribution Package Manager, you will see the following update information: ;* '''Update Directory''': Shows the path to the directory containing the files {filepath update-config.json}, {filepath updates.xml}, {filepath active-update.xml} (if an update was downloaded but not yet applied) and the {filepath updates} subdirectory. Clicking {button Open Directory} will take you to the update directory. ;* '''Update History''': Clicking {button Show Update History} will open a window showing a history of Firefox updates that have been installed. ;* '''Update Channel''': The [https://wiki.mozilla.org/Software_Update:Channels Update Channel] is based on whether your [[Find what version of Firefox you are using|version of Firefox]] is the standard release, an Extended Support Release ([[Firefox ESR release cycle|ESR]]), or a pre-release such as Beta, Developer Edition or Nightly. {/for} {for win,mac} * '''Update Folder''': Shows the path to the folder containing the files {filepath update-config.json}, {filepath updates.xml}, {filepath active-update.xml} (if an update was downloaded but not yet applied) and the {filepath updates} subfolder. Clicking {button Open Folder} will take you to the update folder. * '''Update History''': Clicking {button Show Update History} will open a window showing a history of Firefox updates that have been installed. * '''Update Channel''': The [https://wiki.mozilla.org/Software_Update:Channels Update Channel] is based on whether your [[Find what version of Firefox you are using|version of Firefox]] is the standard release, an Extended Support Release ([[Firefox ESR release cycle|ESR]]), or a pre-release such as Beta, Developer Edition or Nightly. {/for} * '''User Agent''': In addition to your browser and its version number, the User Agent provides other details about your system, such as the operating system and version. * '''OS''': Shows your operating system. * '''Application Binary''': Shows where Firefox is installed. {for linux} * '''Profile Directory''': Your profile directory is a location on your computer where Firefox stores your personal information such as bookmarks, passwords, and user preferences. Clicking {button Open Directory} will take you to your profile directory, where you can manage your files. For more information, see [[Profiles - Where Firefox stores your bookmarks, passwords and other user data]]. {/for} {for win,mac} * '''Profile Folder''': Your profile folder is a location on your computer where Firefox stores your personal information such as bookmarks, passwords and user preferences. Clicking {for win}{button Open Folder}{/for}{for mac}{button Show in Finder}{/for} will take you to your profile folder, where you can manage your files.{for win10,win11} If you use the MSIX (Microsoft Store) version of Firefox, a ''Location is not available'' error may display instead.<!-- https://bugzilla.mozilla.org/show_bug.cgi?id=1731753#c3-->{/for} For more information, see [[Profiles - Where Firefox stores your bookmarks, passwords and other user data]]. {/for} * '''Enabled Plugins''': Clicking ''about:plugins'' will take you to a page that lists your installed plugins. For more information, see [[Watch DRM content on Firefox]] and [[Use plugins to play audio, video, games and more]]. * '''Build Configuration''': Clicking ''about:buildconfig'' will take you to a page that will help someone understand if you are using a standard version of Firefox or a custom version. * '''Memory Use''': Clicking ''about:memory'' will take you to a page that shows memory usage. For more information, see [https://blog.mozilla.org/nnethercote/2013/04/26/recent-aboutmemory-improvements/ this blog post]. * '''Performance''': Clicking ''about:processes'' will take you to the ''Process Manager'' page. For more information, see [[Task Manager - see whether tabs or extensions are slowing down Firefox]]. * '''Registered Service Workers''': Clicking ''about:serviceworkers'' will show you whether or not the [https://developer.mozilla.org/en-US/docs/Web/API/Service_Worker_API Service Workers] feature is enabled and if any current Worker URLs are registered. Service workers are used for web enhancements such as [[Web Push notifications in Firefox|push notifications]]. {for win} *'''Third-party Modules''': Clicking ''about:third-party'' will take you to a page with information about any modules that have been injected into Firefox by third-party applications. To learn more, see [[Identify problems caused by third-party modules in Firefox for Windows|this article]]. * '''Launcher Process''': This shows the status of the security-related [https://wiki.mozilla.org/Platform/Integration/InjectEject/Launcher_Process/ Launcher Process] for Firefox on Windows (enabled by default). For more information, see [[Drag and Drop errors with Firefox Launcher Process enabled and Windows UAC disabled - How to Fix|this article]]. {/for} * '''Multiprocess Windows''': This shows you the number of [http://billmccloskey.wordpress.com/2013/12/05/multiprocess-firefox/ Multiprocess Firefox] windows (if any) and the total number of windows that are open. * '''Fission Windows''': This shows you the number of [https://hacks.mozilla.org/2021/05/introducing-firefox-new-site-isolation-security-architecture/ Site Isolation (Fission)] windows (if any), the total number of windows that are open and the reason this feature is enabled or disabled. For example, when Firefox is in [[Diagnose Firefox issues using Troubleshoot Mode|Troubleshoot Mode]] and one window is open, the entry will show ''0/1 Disabled by safe mode''. <!--* '''Remote Processes''': (Description is missing.) --> * '''Enterprise Policies''': This shows you if your browser is being managed by [[Customizing Firefox Using Group Policy (Windows)|Windows Group Policy]] or a [[Customizing Firefox Using policies.json|policies.json file]]. If enterprise policies are managing Firefox, clicking ''Active'' will show you a list of the policies that are currently active on Firefox. <!--* '''Google Location Service Key''': (Description is missing.) --> <!--* '''Google Safebrowsing Key''': (Description is missing.) --> <!--* '''Mozilla Location Service Key''': (Description is missing.) --> * '''Safe Mode''': This tells you whether or not Firefox is currently in [[Troubleshoot Firefox issues using Safe Mode|Troubleshoot Mode]]. * '''Profiles''': Clicking ''about:profiles'' will take you to the [[Profile Manager - Create, remove or switch Firefox profiles|Profile Manager]]. = Crash Reports for the Last 3 Days = This section lists crash Report IDs, if any, submitted by the [[Mozilla Crash Reporter]] during the last three days. Clicking one of the ''Report ID'' links will take you to a web page with details about that crash. Clicking the ''All Crash Reports'' link will take you to the ''about:crashes'' page listing all submitted crash reports. To get help with crashes, see [[Firefox crashes - Troubleshoot, prevent and get help fixing crashes]]. = Firefox Features = Some features included in Firefox, such as [[Save web pages for later with Pocket for Firefox|Pocket]] and [[Take screenshots in Firefox|Screenshots]], are installed as extensions so that they can be updated separately from Firefox. These extensions (sometimes called ''system add-ons'') are not listed in the Add-ons Manager. <!-- = Remote Features = (Description is missing.) --> <!-- = Remote Processes = (Description is missing.) --> = Add-ons = [[Find and install add-ons to add features to Firefox|Extensions]] are Firefox add-ons that provide additional functionality to Firefox. This section lists the name of each extension, its version, whether it is enabled, and its ID string. For more information about troubleshooting extensions you have installed, see [[Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems]]. {for win11,win10,win8} = Security Software = This section displays information about the security software installed on your computer. This includes most antivirus and antispyware software, as well as your firewall. Not having security software installed on your system can leave your system vulnerable. For more information about troubleshooting issues that may be caused by malware, see [[Troubleshoot Firefox issues caused by malware]]. {/for} = Graphics = Firefox can use your computer's graphics processor to speed up the display of some pages with video and animation, which is called [https://en.wikipedia.org/wiki/Hardware_acceleration hardware acceleration], and to display [http://en.wikipedia.org/wiki/WebGL WebGL] content. This section {for win}provides information about your computer's graphics device and driver, and{/for} will tell you whether hardware acceleration and WebGL are enabled or not in Firefox. Note that graphics features may be disabled because of outdated graphics drivers. For help updating your graphics drivers, see [[Upgrade your graphics drivers to use hardware acceleration and WebGL]]. = Media = This section displays information about your system audio. The displayed information will include your operating system's preferred audio settings, as well as the audio input (such as microphones) and output (such as speakers or headphones) devices. From here you can also see the state of each device and some information about the audio format settings. For more information on fixing audio issues in Firefox, see [[What to do if Firefox won't play any sounds]]. = Environment Variables = In this section, you will see [https://wikipedia.org/wiki/Environment_variable environment variables] utilized by Firefox and their values, such as the <code>MOZ_CRASHREPORTER_DATA_DIRECTORY</code> variable that shows where crash report data is stored on your computer. Other environment variables, if set, can change how Firefox behaves. For example, Firefox downgrade protection can be bypassed by setting the environment variable <code>MOZ_ALLOW_DOWNGRADE</code>, as described in [[Understanding in depth the profile per installation feature|this Firefox for Enterprise article]]. = Experimental Features = This section shows whether features that are considered experimental are enabled or disabled. These features may be enabled in Firefox Beta, Developer Edition and Nightly but, in most cases, will be disabled by default in release versions. <!-- = Remote Experiments = (Description is missing.) --> = Important Modified Preferences = In this section, you will see a list of settings that have been changed from their defaults. This information will help someone know how you have adjusted your installation of Firefox. For instructions on how to reset preferences to default, see [[Reset Firefox preferences to troubleshoot and fix problems]]. = Important Locked Preferences = In Firefox, it's possible to lock certain preferences so that they cannot be changed by the end user. This is common in enterprise environments. For more information about locking preferences, see the [[Customize Firefox using AutoConfig]] documentation. = Places Database = Firefox periodically performs maintenance tasks on your bookmarks and history database (also known as Places database). Use the {button Verify Integrity} button to perform those tasks on-demand. If you're having any problems with bookmarks and history, the Verify Integrity tool ''might'' help. = Accessibility = This section shows if you have accessibility software enabled in Firefox. = Library Versions = This section tells you which versions of some runtime libraries are used. = Sandbox = For security and performance purposes, Mozilla created Project Electrolysis (often referred to as e10s) to implement a practice called sandboxing into Firefox. This ensures that web content is run in a separate process from the main Firefox program. This section of the troubleshooting information shows details about the sandbox security levels. See [https://wiki.mozilla.org/Security/Sandbox the Sandbox page on the Mozilla Wiki] for more information on sandboxing in Firefox. <!-- = Startup Cache = (Description is missing.) --> = Internationalization & Localization = This section shows information about the language and regional preferences in Firefox and your operating system. For information about using Firefox language packs, see [[Use the Firefox interface in other languages with language packs]]. <!-- = Remote Debugging (Chromium Protocol) = (Description is missing.) --> = Printing = The {button Clear saved print settings} button in this section allows you to reset all modified print preferences. This ''might'' help [[Fix printing problems in Firefox|fix printing problems in Firefox]]. = Modified print settings = This section lists modified print preferences.