Firefox Not Loading Online Help Since Tuesday 3/9

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  • Updated 8 years ago
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Since Monday or Tuesday, online help will not load when using Firefox. Online help loads fine with I.E. and Opera but NOT with Firefox. I've never had this problem before and I have been using Firefox exclusively on Yola.com. Tried two different PCs. Same result. Just stopped working out of nowhere. I have NOT changed anything on my PCs. Has anyone else had this problem? Thanks.
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Rick Beltz

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Posted 8 years ago

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Emmy

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Hello Rick,
Can you tell me what you mean by Online Help, do you mean this forum? If you are having trouble with Firefox I would suggest clearing the cache to see if that makes a difference. Here is some more info on how to do this: Clear Browser Cache. If you can tell me more about what exactly you are having trouble loading we can possibly suggest something else.

Emmy
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Rick Beltz

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The problem still exists 1 week later. Does anyone else have this same problem?
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UK Duke, Champion

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Perhaps Forefox updated itself on that day to 3.6 - you can check in Help > About Mozilla Firefox.

You could try and install a 'rolled back' version, Filehippo have a list of all the older versions http://www.filehippo.com/download_fir... (right side of page)

Lee http://hexham.info
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Sanja, Official Rep

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Hello Rick

I'm sorry to hear that you're still having some trouble. Would you mind please sharing what version of Firefox you are using?

I'm still unclear on what you mean by "Online Help". Would you mind clarifying this so that we can investigate this further. Thanks.
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Rick Beltz

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Online help here: http://www.yola.com/support.html. The screen just sits there like this:

Loading ISQ.. and the question box does not load and open up.

The last two support people didn't tell me anything. For some reason Yola support people assume it is the user's problem and not Yola's.

I am a technical person with more than 25 years experience on PCs. I have been online for the past 13 years. I know how to use browsers very well and Firefox clears the cache automatically every time when I close it or when I manually clear it during any session.

As I stated in my questions, this just started out of nowhere on Monday or Tuesday, 3/8 or 3/9. I changed nothing on my PCs. I used your site for the previous 3 weeks with no problems loading online help with Firefox.

I am using Firefox 3.0 which worked PERFECTLY on Yola until 3/8 or 3/9. I don't allow any updates to my version of Firefox. I don't have any virus or malware on my PC. Online support still works OK on I.E. 6.0 and Opera 10.0 on BOTH of my PCs but not on Firefox.

Like those before you, Yola has not given any reason or solution to this problem. Still waiting. Thanks.

Rick Beltz
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Marije, Official Rep

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Hi Rick,

We had been experiencing some trouble with our Sitebuilder for people who were using Firefox 3.0.x on the weekend, but we have since solved the problem. These problems were specifically in the Sitebuilder and I don't think we have received any other complaints that our support page does not load. Having said that, it does not mean that the problem is on your end, it could certainly be on ours.

Could I ask that you try clearing any Yola cookies in your browser? That could solve the problem if clearing the cache does not help.

We do recommend that people update their browser versions so that there is compatibility with our services and it ensures that your browser has been updated with any bugfixes and works optimally.

Please let us know if clearing the cookies helps at all.
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Rick Beltz

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As I mentioned in my detailed posts, I never had this problem before while working on Yola until 3/8 or 3/9. My browser clears everything every time I close it, including cookies. It still has the same problem. I haven't updated Firefox 3.0. Any Firefox updates after Version 3.0 may have serious security issues which the general public doesn't know about.
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Marije, Official Rep

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Hi Rick,

Thank you for coming back with that info. Can you check one more thing - is the browser set to enable Javascript? This link has more information on how to check: http://www.google.com/support/websear....

Alternatively, can you click on Tools > Error Console when you're on the page in Firefox and take a screenshot of the error that it shows? It may help us to diagnose the problem further.
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Marije, Official Rep

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Hi Rick,

Thank you for coming back with that info. Can you check one more thing - is the browser set to enable Javascript? This link has more information on how to check: http://www.google.com/support/websear....

Alternatively, can you click on Tools > Error Console when you're on the page in Firefox and take a screenshot of the error that it shows? It may help us to diagnose the problem further.
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Rick Beltz

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Please follow the posts. As I already said above:

Loading ISQ.. just sits there and spins BUT the question box does NOT load and does not open up the way it should in order to enter text.

ONCE AGAIN I REPEAT - Nothing has changed in Firefox. It does everything it's supposed to do everywhere else on the web. Clears everything when closing the application and on demand. Javascript is always enabled. NOTHING has changed.

I REPEAT...I used it from Day 1 sometime around 2/20 when I started on my site and used without ANY problems. I had NO problems with Firefox until 3/8 or 3/9. AGAIN, nothing has changed in Firefox.

AGAIN I REPEAT...I have been working online for 13 years. If you don't have a solution then please just say so. Thank you.
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Sanja, Official Rep

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Hello Rick

You may be right that we don't have a solution but we would like to try to troubleshoot this to the best of our ability. By us asking these questions, although they may seem redundant, helps us to know what steps you have taken to help resolve this issue and bring forth some information that may not have been clearly stated earlier.

We apologize if you felt that we are not listening but the opposite is true. As none of us have had any issues with the ISQ, nor have had any complaints in regards to this, it leads us to believe that there is something else going on. It could very well be on our end but it's is difficult to pinpoint as we are not able to replicate.

We would like to see this issue resolved for you but we cannot do it alone. We do need your help so that we can work through this together. Hopefully with your 13 years of online experience, we can figure this out together.

I hope that you will be able to work with us on this issue.
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Monique, VP of Customer Support

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Hi Rick

Further to what Sanja has said - we understand that nothing has changed in your version of Firefox and that you have taken all the normal steps in terms of clearing cache, cookies etc.

Here is the situation: the online help tool we use is a third party application integrated with our site. It is possible that they have made updates to their software so that it no longer works in older browser versions. If you have chosen not to update your version of Firefox that is certainly your right. However, web developers tend to develop for the latest browser versions. It is simply not feasible to continue testing in all the older versions as the development costs would quickly become astronomical.

Here is an additional step you can try for us. Go directly to: http://www.isqgroup.net/index.php?pag.... Click the bubble in the bottom right hand corner of the screen and let us know if it loads for you.

This will tell us if the problem is with the search bubble itself, or with it's integration on our website.

I hope you appreciate that as this is something that is occurring in your environment only, we are completely dependent on you to get to the bottom of it. We are not trying to avoid the issue or deflect responsibility. We are simply working with the information we have, which at this stage is only what you are able to provide.
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Rick Beltz

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Reply to Monique:

I clicked on the "Have Questions" bubble here:

http://www.isqgroup.net/index.php?pag...

It works just fine with Firefox 3.0. It also works with I.E. 6.0, Opera 10.0 and even with Netscape 9.0 which expired 2 years ago.

Now it appears that the problem may have to do with an integration issue with the ISQ vendor. My 20 years in I.T. convinced me to avoid vendors that will not offer backward programming compatibility.

It's in your court. You can take it from here. Thanks.
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Monique, VP of Customer Support

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Thank you for the information.
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Rick Beltz

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To All:

I just checked today 3/23 and it appears this problem has been solved. The question box loads normally the way it should.

What did anyone do to fix this problem? It would have been nice to hear from someone here that the problem was addressed and solved. I would appreciate an explanation of what was done to fix the problem and what caused it.
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Marije, Official Rep

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Hi Rick - we haven't changed anything on our side. I'm just glad to hear that it has been solved for you.
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Rick Beltz

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Well then, your ISQ vendor must have changed something in their program.