Firefox Troubleshoot

We’ve tested on several browsers here (and remotely), and are not seeing a similar error in FireFox or Chrome.  So, as a next step, we’ll need some information from the user about their local environment:

  1. What version of FireFox is being used? (the current version is 46.0.1). This can be checked from the browser
  2. If they click on the certificate ‘lock’ button (see screen shot), are they seeing that there is a valid certificate? It should say ‘’ and that is verified by ‘ Inc’
  3. When the user clicks on the certificate link, they should be able to click the ‘more information’ link to show the secure connection. Can the user see this screen and does it look like the 2nd screen shot below?
  4. When using a browser, is the browser connected directly to the Internet, or is it going through a proxy server?

Proxy server settings are in different places across the different browser types, but in FireFox, they can be found here:

A)  Click on the ‘Menu’ icon in the top right corner of the FireFox browser. (looks like a stack of 3 bars)

B)  Select “Options”

C)  From the “Options” screen select “Advanced” from the left frame

D)  Click on the “Network” tab in the screen that loads to the right

E)  In the “Connection” section, click on “Settings”

F)  A popup window should load. It will have the following options: “No proxy, auto-detect proxy settings for this network, use system proxy settings, and manual proxy configuration’. Note which one of these is selected.

G)  If “Use System Proxy” settings was checked, determine this value by doing the following:

a. Launch windows “Control Panel”

b. Select the “Network and Internet” link

c. Click on “Internet Properties”

d. From the pop-up window, click on “Connections” tab

e. Then, click the “LAN Settings” button.

f. Note the settings for “proxy server” (either unchecked, or checked and pointing at a server)

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