Paypal won't load with F-Secure virus protection 25.07.17

RESOLVED WORKSFORME

Status

External Software Affecting Firefox
Other
RESOLVED WORKSFORME
4 months ago
2 months ago

People

(Reporter: Brian, Unassigned)

Tracking

Firefox Tracking Flags

(Not tracked)

Details

Attachments

(1 attachment)

(Reporter)

Description

4 months ago
User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:54.0) Gecko/20100101 Firefox/54.0
Build ID: 20170628075643

Steps to reproduce:

I pulled up the paypal home page and clicked on login but simply got a blank page.  I tried refreshing the page and got an "Unable To Connect" page.  Instead I tried following a payment link from a website but again it wouldn't work.  Similarly if I receive an email invoice and try to follow that link paypal still won't load, it is unable to connect.


Actual results:

Unable to connect.


Expected results:

I should have been able to log into my paypal website.

I phoned Paypal support but they told me I had to refer the matter to you.
(Reporter)

Comment 1

4 months ago
This has only happened since you moved to version 54.0.1, it was fine on 54.0.0
can you provide the following information?

1. the URL is the following, right?
     http://www.paypal.com/
2. does the issue happen on safe mode?
     https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode
3. are you using proxy?
4. can you post a screenshot of the "Unable To Connect" page?
5. can you connect to http://www.paypal.com/ with other browser now?
   (any chance the issue is from somewhere else than the version up?)
Flags: needinfo?(beekayse23)

Updated

4 months ago
See Also: → bug 1385828
(Reporter)

Comment 3

4 months ago
Created attachment 8891966 [details]
unable to connect.png

screenshot as requested
Flags: needinfo?(beekayse23)
(Reporter)

Comment 4

4 months ago
Hi There,

Screenshot sent as requested.  
Yes the url is correct (https://www.paypal.com/).  
Yes it still happens in Safe Mode.
No, I'm not using a proxy.
Yes, I can connect in Edge without problems.

I haven't changed anything on my PC other than installing the recent Win10 upgrade/patch and going on to the latest Firefox.

Hope this helps.
All the best,
B.
can you connect with 54.0 now?
http://ftp.mozilla.org/pub/firefox/releases/54.0/
(Reporter)

Comment 6

4 months ago
No -  I still can't access Paypal on Firefox.
(Reporter)

Comment 7

4 months ago
Just tried disabling all add-ons. After restarting Firefox I couldn't even bring up the Paypal homepage.
(In reply to Brian from comment #6)
> No -  I still can't access Paypal on Firefox.

Then, it should be some other reason than version up (54.0 -> 54.0.1)
anything else you've done between the last time you successfully opened PayPal and the first time you noticed the issue?
(such as, modifying network configuration or installing some anti-virus software or somrthing)
(Reporter)

Comment 9

4 months ago
No - nothing at all.  It still loads fine on Edge, just not on Firefox.
(Reporter)

Comment 10

4 months ago
Could this be a conflict with F-Secure virus protection? Could it affect Firefox but not Edge?  The last successful Paypal transaction I made on Firefox was 24.07.17, I just checked my F-Secure logs and they made an upgrade on 25.07.17.  I may be clutching at straws here but I just tried my laptop and there's no Firefox/Paypal problem there. Only major difference between the 2 is that my virus protection on the laptop is ESET.
anti-virus software can interact differently for each browser.
can you try disabling F-Secure virus protection and restart Firefox (just in case) and connect to PayPal ?
(Reporter)

Comment 12

4 months ago
And that would be it!  Disabled F-Secure and logged into Paypal without problems.  Now I have to phone F-Secure and have a moan!!! Many thanks for all your help, it is much appreciated.
thank you for checking :)
Component: Untriaged → Other
Product: Firefox → External Software Affecting Firefox
Summary: Paypal won't load → Paypal won't load with F-Secure virus protection 25.07.17
Version: 54 Branch → unspecified
(In reply to Brian from comment #12)
> And that would be it!  Disabled F-Secure and logged into Paypal without
> problems.  Now I have to phone F-Secure and have a moan!!! Many thanks for
> all your help, it is much appreciated.

:Brian would you be so kind as to mark this bugzilla ticket as Resolved if you agree there are no further actions required? Thank you.
(Reporter)

Comment 15

2 months ago
Sorted! Not sure how to mark it resolved, hope this will suffice.  (F-Secure has now been replaced by Eset and there are no problems).

Updated

2 months ago
Status: UNCONFIRMED → RESOLVED
Last Resolved: 2 months ago
Resolution: --- → WORKSFORME
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