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Ask Jerry Hannell Your Own Question

Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8186
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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i have a totally different web page running in my sidebar and

Resolved Question:

i have a totally different web page running in my sidebar and i cannot turn it off
Submitted: 1 year ago.
Category: Computer
Expert:  Jerry Hannell replied 1 year ago.

XXXXX XXXXXnell :

hello sir/madam

XXXXX XXXXXnell :

i would like to help you, please let me know when you are ready

Customer:

ok

XXXXX XXXXXnell :

are you seeing the toolbar in firefox?

Customer:

yes

XXXXX XXXXXnell :

Let's try to open firefox in safe mode

Customer:

ok how do i do this

Customer:

i am pretty illiterate as far as computers

XXXXX XXXXXnell :

can you close your firefox (including this window too) and then click your start button, go to SEARCH BAR at bottom, and then

XXXXX XXXXXnell :
start Firefox in Safe Mode by "holding down the shift key" while starting Firefox.
XXXXX XXXXXnell :

you will see something like this

XXXXX XXXXXnell :

Full Size Image

XXXXX XXXXXnell :

can you start your firefox in safe mode and check if you are getting the same sidebar

Customer:

ok i did that

XXXXX XXXXXnell :

were you able to start firefox in safe mode? (did you see the dialog box like that above?)


 

Customer:

yes but it didn[t come up in safemode

XXXXX XXXXXnell :

did you press the start in safe mode button ?

Customer:

yes

XXXXX XXXXXnell :

in safe mode, you had the sidebar again?

Customer:

want me to try it again

Customer:

ok let me try again

XXXXX XXXXXnell :

waiting

Customer:

ok no sidebar

XXXXX XXXXXnell :

so it fixed it, ok, can you close firefox

XXXXX XXXXXnell :

click start

XXXXX XXXXXnell :

go to %APPDATA%

XXXXX XXXXXnell :

click start, and go to SEARCH BAR, and type %APPDATA%

XXXXX XXXXXnell :

and press enter

XXXXX XXXXXnell :

it will open a folder. please let me know when you are there

Customer:

ok when i do that it says roaming on the top of the screen

XXXXX XXXXXnell :

do you see the mozilla folder?

Customer:

no when i type %appdata% it won;t let me click on anything an x comes up and if i click it closes the window

XXXXX XXXXXnell :

can you press enter

Customer:

ok a folder comes up

XXXXX XXXXXnell :

do you see the mozilla folder?

Customer:

hold on

XXXXX XXXXXnell :

waiting

Customer:

yes

XXXXX XXXXXnell :

can you open it

XXXXX XXXXXnell :

do you see the firefox folder?

Customer:

yes

Customer:

its open

XXXXX XXXXXnell :

can you rename the firefox folder

XXXXX XXXXXnell :

please rename it to firefox2

Customer:

ok it says its running and i can't do that

XXXXX XXXXXnell :

can you close your firefox now

XXXXX XXXXXnell :

rename it

XXXXX XXXXXnell :

and open it again

XXXXX XXXXXnell :

it will fix the problem

Customer:

ok how do i close fire fox

XXXXX XXXXXnell :

are you using firefox now?

Customer:

talking to you i think

XXXXX XXXXXnell :

just press the x button at top

XXXXX XXXXXnell :

and it will close, and then you can rename

Customer:

how do i get back to you if i do that

XXXXX XXXXXnell :

if you open this page

XXXXX XXXXXnell :

we can continue

XXXXX XXXXXnell :

i will be here waiting

Customer:

ok how do i do that without firefox remember iam dumb

XXXXX XXXXXnell :

after renaming firefox, you can open firefox again

XXXXX XXXXXnell :

and then open this page

Customer:

ok got it

XXXXX XXXXXnell :

i will be here waiting

Customer:

ok it keeps telling me the file is being used.............i restarted myh computer and had nothing open

XXXXX XXXXXnell :

welcome back

Customer:

thanks

XXXXX XXXXXnell :

can you restart your computer again, and then never open firefox. directly go to appdata, mozilla, and then rename firefox to firefox2

Customer:

ok i did that but i'll do it again

XXXXX XXXXXnell :

waiting

Customer:

still says its running in another program and nothing is running

Customer:

waiting

XXXXX XXXXXnell :

can you uninstall your firefox

XXXXX XXXXXnell :

(from control panel > programs section)

XXXXX XXXXXnell :

after uninstalling firefox, please try to rename it

XXXXX XXXXXnell :

after renaming, please reinstall firefox from www.mozilla.org

Customer:

ok i[ll do that

XXXXX XXXXXnell :

waiting

Customer:

still says a file is running

Customer:

how can i turn a file off in this folder

XXXXX XXXXXnell :

were you able to uninstall firefox?

Customer:

yes i uninstalled it

XXXXX XXXXXnell :

can you check if it is still in your computer

XXXXX XXXXXnell :

do you see its icon somewhre?

Customer:

i have now reinstalled it though

Customer:

i couldnt see an icon when i uninstalled it

XXXXX XXXXXnell :

you will need to uninstall it, and then restart your computer and then when you come back to windows, need to rename

XXXXX XXXXXnell :

(you need to rename it when you have no firefox installed in your computer)

Customer:

ok i;ll try again

XXXXX XXXXXnell :

waiting

Customer:

ok I uninstalled and restarted and got the same message

Customer:

there is no firefox on my system now

XXXXX XXXXXnell :

can you go to %appdata%

XXXXX XXXXXnell :

do you see mozilla?

XXXXX XXXXXnell :

(folder)

Customer:

yes

XXXXX XXXXXnell :

can you delete it

Customer:

I do when I go there

Customer:

ok hold on

XXXXX XXXXXnell :

waiting

Customer:

ok it says I need permission from my login password XXXXX do I do this

XXXXX XXXXXnell :

do you know how to start your computer in safe mode?

XXXXX XXXXXnell :

f8

Customer:

the way you told me yes

XXXXX XXXXXnell :

ok , can you try to delete the folder in safe mode

Customer:

not with f8

XXXXX XXXXXnell :

in safe mode, you will be able to delete it

Customer:

ok Ill try this

XXXXX XXXXXnell :

waiting

XXXXX XXXXXnell :

in safe mode there will be no internet

XXXXX XXXXXnell :

you will need to come back to normal mode

XXXXX XXXXXnell :

when done

Customer:

ok I did this and it is gone

Customer:

I had to do it in my admin and user account

XXXXX XXXXXnell :

were you able to delete the mozilla folder?

Customer:

yes

XXXXX XXXXXnell :

now can you download firefox from www.mozilla.org

XXXXX XXXXXnell :

and then install

XXXXX XXXXXnell :

after installation you will be able to use your firefox without problems (no sidebar)

Customer:

ok ill do that

XXXXX XXXXXnell :

waiting

Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8186
Experience: Experience in Windows environment. ASP, Visual Basic, Ajax
Jerry Hannell and 8 other Computer Specialists are ready to help you

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Jerry Hannell
Jerry Hannell
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Experience in Windows environment. ASP, Visual Basic, Ajax