Ask vital questions such as: What exactly happens? What do you expect to happen? How often does it happen? What are you doing when it happens? Does it affect all websites? Did you install or update any other software?.At the same time, it's important for the user to explain all symptoms and other problem details. It's important for you to understand exactly what a problem is before offering advice. Standard troubleshooting steps are outlined in the Troubleshoot and diagnose Firefox problems article.If an issue is not documented, or you aren't sure what the issue is, using the troubleshooting steps on this page may help you narrow down the problem. With any issue, always search the knowledge base before attempting to solve the problem on your own. 3.8 How to know when a problem is not caused by Firefox.3.7 Removing files from the profile folder.3.6 Know how to use features that commonly confuse users.3.5 How to take screenshots on all three operating systems.3.3 Differences between operating systems.2.6 Use WinDbg to debug crashes or hangs on Windows.2.5 Check for running Firefox processes.2.4 Obtain a list of modules in the Firefox process.1.4 Check Add-Ons and try Troubleshoot Mode.1.2 Verify exact behavior for lost or missing data issues (bookmarks, history, settings, cookies).
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