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i would like to help you, please let me know when you are ready
are you seeing the toolbar in firefox?
Let's try to open firefox in safe mode
ok how do i do this
i am pretty illiterate as far as computers
can you close your firefox (including this window too) and then click your start button, go to SEARCH BAR at bottom, and then
you will see something like this
can you start your firefox in safe mode and check if you are getting the same sidebar
ok i did that
were you able to start firefox in safe mode? (did you see the dialog box like that above?)
yes but it didn[t come up in safemode
did you press the start in safe mode button ?
in safe mode, you had the sidebar again?
want me to try it again
ok let me try again
ok no sidebar
so it fixed it, ok, can you close firefox
go to %APPDATA%
click start, and go to SEARCH BAR, and type %APPDATA%
and press enter
it will open a folder. please let me know when you are there
ok when i do that it says roaming on the top of the screen
do you see the mozilla folder?
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
can you press enter
ok a folder comes up
can you open it
do you see the firefox folder?
can you rename the firefox folder
please rename it to firefox2
ok it says its running and i can't do that
can you close your firefox now
and open it again
it will fix the problem
ok how do i close fire fox
are you using firefox now?
talking to you i think
just press the x button at top
and it will close, and then you can rename
how do i get back to you if i do that
if you open this page
we can continue
i will be here waiting
ok how do i do that without firefox remember iam dumb
after renaming firefox, you can open firefox again
and then open this page
ok got it
ok it keeps telling me the file is being used.............i restarted myh computer and had nothing open
can you restart your computer again, and then never open firefox. directly go to appdata, mozilla, and then rename firefox to firefox2
ok i did that but i'll do it again
still says its running in another program and nothing is running
can you uninstall your firefox
(from control panel > programs section)
after uninstalling firefox, please try to rename it
after renaming, please reinstall firefox from www.mozilla.org
ok i[ll do that
still says a file is running
how can i turn a file off in this folder
were you able to uninstall firefox?
yes i uninstalled it
can you check if it is still in your computer
do you see its icon somewhre?
i have now reinstalled it though
i couldnt see an icon when i uninstalled it
you will need to uninstall it, and then restart your computer and then when you come back to windows, need to rename
(you need to rename it when you have no firefox installed in your computer)
ok i;ll try again
ok I uninstalled and restarted and got the same message
there is no firefox on my system now
can you go to %appdata%
do you see mozilla?
can you delete it
I do when I go there
ok hold on
ok it says I need permission from my login password XXXXX do I do this
do you know how to start your computer in safe mode?
the way you told me yes
ok , can you try to delete the folder in safe mode
not with f8
in safe mode, you will be able to delete it
ok Ill try this
in safe mode there will be no internet
you will need to come back to normal mode
ok I did this and it is gone
I had to do it in my admin and user account
were you able to delete the mozilla folder?
now can you download firefox from www.mozilla.org
and then install
after installation you will be able to use your firefox without problems (no sidebar)
ok ill do that