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Ask Michelle Your Own Question

Michelle
Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 748
Experience:  Apple Computers and Mobile support with 10 years of exp.
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When I close firefox with the red button at the top left of

Resolved Question:

When I close firefox with the red button at the top left of the foxfire window it remains open in the dock. Thats fine but when I click on it again it looks like it is going to load and nothing happens. I actually have to force quit the program and then open it again and then it's fine. is that normal?
Submitted: 10 months ago.
Category: Mac
Expert:  Michelle replied 10 months ago.

Michelle :

Hi, and welcome! My name is XXXXX XXXXX I am excited to get started with you.

It is normal for firefox to remain in the dock since clicking the red button in the upper left corner does not actually close the application. To completely close firefox, you will need to choose Firefox from the top menu and choose quit firefox or Command+ Q. It is not normal for firefox to freeze though

Michelle :

Firefox may need an update

Customer:

It has been updated several times but still does the same thing

Michelle :

Can you open firefox and Command+ Q instead of pressing the red button. Then open firefox again. Does it still freeze

Customer:

I don't know I'm on firefox now

Michelle :

Okay, you can open firefox while chatting.

Michelle :

You will just have two windows open

Customer:

no it willl not open another firefox window.

Michelle :

Ok I understand, I misread your last response. Are you able

Michelle :

to resume our chat in safari

Customer:

it flashes the one I have open.

Customer:

how would I do that?

Customer:

let me get my laptop safari freezes and quits when I open it.

Michelle :

It sounds like your issue is not just related to firefox then. I will stand by

Customer:

it will take me a minute.

Michelle :

Take your time

Customer:

still working on it

Michelle :

No problem, while you are working with your laptop, on your iMac, click on the apple logo in the upper left corner and choose software updates. Allow it to search for updates

Customer:

When I pasted it into my laptop it says problem loading page.

Customer:

i'm checking for backups

Michelle :

That is because this chat is still open so it will continue to say loading

Michelle :

Updates*

Customer:

no neew software

Michelle :

Okay so you just have issues with safari and firefox. Click on Save and exit on your iMac and then try to pull the chat up again on your laptop

Customer:

okay

Michelle :

Let me know when you are chatting from your Laptop

Michelle :

,.

Customer:

finally

Michelle :

I know.. Im sorry you had trouble getting back

Michelle :

Now on your iMac, click on the magnifying glass and type in disk utility

Customer:

so now what?

Michelle :

On your iMac, click on the magnifying glass and type in disk utility

Michelle :

In the left column choose macintosh HD and then choose repair permissions

Customer:

it's open now

Michelle :

Reparing permissions should take 3 mins

Customer:

actually I have done this just because my computer was running slow. It will take about 10 minutes to repair

Michelle :

Do you know what version of Mac OSX you are running ?

Customer:

3? I must have real problems because it always takes 10 minutes. can you wait?

Michelle :

Of course I will wait

Customer:

10.6.8

Michelle :

Okay, if repairing permissions still freezes firefox, we will need to re-install it

Customer:

I cannot upgrade it to 7. it's too old

Customer:

how do I reinstall it?

Michelle :

You will need to delete the old firedox first, then visit http://www.mozilla.org/en-US/firefox/new/ to install the new one

Michelle :

(If repairing permissions does not work)

Customer:

ok I guess you don't want to stick around?

Michelle :

I will be here until the end :) Just let me know when disk utility is done

Customer:

okay, I'll go feed the dogs. :-)

Michelle :

Okay I will be here when you get back

Customer:

thanks.

Michelle :

You are welcome

Customer:

If I lose you for some reason do I go back the same way I did before?

Michelle :

No, bookmark our chat so you can use the same link

Customer:

This is taking forever.

Michelle :

Did the time go down?

Customer:

no

Michelle :

Really? Thats odd. Did the progress bar at least progress

Customer:

it seems to be frozen

Michelle :

If it is frozen, restart your computer

Customer:

I quit all the programs that were open and stopped time machine. still nothing. It went thru about 626,536 files and then stopped

Customer:

okay

Michelle :

Open disk utility again. This time we will scan your hard drive for issues

Customer:

it froze at 626,333

Michelle :

After restarting? There may be an issue with your hard drive, we will need to check it before moving forward. In disk utility, choose Verify disk

Customer:

estimated time 11 minutes

Michelle :

For verifying disk?

Customer:

oh sorry let me try that again

Michelle :

Ok

Customer:

it is just now starting to move

Michelle :

And you choose the option to verify disk, correct?

Customer:

yes

Michelle :

Ok good.Lets see if you hard drive checks out OK

Customer:

it keeps finding things but still says 4 minutes and the bar is about 1/8 inch and not moving.

Michelle :

Do you still have your install disk?

Customer:

which one. the one from the original version?

Michelle :

10.6

Customer:

it's done

Customer:

should i repair permsisions?

Michelle :

Did it say macintosh HD is OK?Is so, go ahead and repair permissions

Customer:

okay

Michelle :

Hopefully it will move

Customer:

now it's starting to move but slowly

Michelle :

Thats better than last time

Customer:

true

Michelle :

Let me know if you feel that it is frozen again

Customer:

okay

Customer:

oh my gosh it says complete

Michelle :

Finally! Now restart your computer

Customer:

k

Customer:

okay

Michelle :

Now open firefox and the quit it to see if it freezes

Customer:

k

Michelle :

And safari too

Customer:

Safaari quit unexpectedly while using the TelevisionFanatic toolbar plug-in

Michelle :

Do you need that plug in?

Customer:

safari quit and that's what it said

Customer:

no

Michelle :

So is it ok to un install it?

Customer:

yes

Michelle :

Ok. Open finder and choose your home folder

Michelle :

It is your account name with a house icon

Customer:

can I just trash them. I found a bunch

Michelle :

Found a bunch of what?

Michelle :

Safaris?

Customer:

so can I trash them? I found a bunch in spotlight

Michelle :

wait. Open finder and search for safari in the search field first

Customer:

I found a bunch of television fanatic tool

Michelle :

I need clarification, When you say you found a bunch do you mean safari applications?

Customer:

no I went to spotlight and typed in television fanatic tool and a bunch came up

Michelle :

Oh no. Open finder first (Happy face icon) In the left column, you should see your account name

Michelle :

It has a house icon next to it

Customer:

got it

Michelle :

Now within your home folder, is a library folder

Customer:

got it

Michelle :

Within the library folder, locate Internet Plugin folder

Customer:

ok

Michelle :

Trash all files within the folder. Except for any quicktime plugins

Customer:

there are only 3

Michelle :

which 3 are there?

Customer:

evernotesafariclipperplugin.webplugin

Customer:

mywebsearchinstaller.bundle

Customer:

webex64.plugin

Michelle :

Delete them all

Customer:

ok

Customer:

they are gone

Michelle :

Now scroll up to the application support folder and locate TelevisionFanatic folder. Delete the entire folder

Customer:

gone

Michelle :

Next, locate Input Methods folder and delete items

Customer:

there is nothing in it

Michelle :

Okay, thats fine. What about a ScriptingAdditions folder within the library folder

Michelle :

There should be a TelevisionFanatic.osax fole

Michelle :

file

Customer:

yes

Michelle :

Delete it

Customer:

it doesn't say fole at the end

Michelle :

Im sorry i meant delete TelevisionFanatic.osax file

Customer:

done

Michelle :

One more folder. In the left column, choose Macintosh HD

Customer:

ok

Michelle :

Click on the library folder

Customer:

done

Michelle :

Locate internet plug in folder and delete everything except



  • PhotoPhotocast.plugin

  • nsIQTScriptablePlugin.xpt

  • Quartz Composer.webplugin

  • QuickTime Plugin.plugin

Customer:

done

Michelle :

Now go ahead and restart your computer

Customer:

k

Michelle :

Then open safari once it has restarted

Customer:

It is extremely slow but it finally came up. did not freeze.

Michelle :

Okay close safari and open firefox

Customer:

it says i need to upgrade adobe flash player to watch videos

Customer:

ill do later

Michelle :

Yes, we delete the old one so you will need to upgrade. You can defiantly do that later

Customer:

slow to open but it's opening

Michelle :

Close it and then re-open

Customer:

open

Michelle :

Close Firefox and then re-open

Customer:

wellllll, I click the red button which still leaves the program open in the dock with a white dot next to it. If I try to reopen firefox window by clicking on the dock icon or even if I go to applications to open it, it looks open up at the menu bar but it won't do anything

Michelle :

As stated earlier, clicking on the red button does not actually close the applicatin

Customer:

so I quit it and sometime have to force quit it and then it will start up like normal

Michelle :

You will need to Choose firefox< Quit firefox Or Hit Command+Q

Michelle :

Ok since you still need to force quit, we can certainly trash firefox and re-install

Customer:

okay I will but you definitely fixed safari which I really appreciate.

Michelle :

One down and one more to go :)

Customer:

okay, I'll do that another time too. I'm exhausted. Is there a way I can request you if I still have a problem?

Customer:

you have been very patient with me. and I will give you an excellent rating for sure

Michelle :

Ofcourse you can. You can always use the link or the bookmark. All that is left is to reinstall firefox http://www.mozilla.org/en-US/firefox/new/

Michelle :

I also really appreciate your patience. Please let me know if I can assist you any further

Customer:

thanks again.

Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 748
Experience: Apple Computers and Mobile support with 10 years of exp.
Michelle and 2 other Mac Specialists are ready to help you
Expert:  Michelle replied 10 months ago.
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