1385830 - Paypal won't load with F-Secure virus protection 25.07.17

Status: RESOLVED WORKSFORME

(External Software Affecting Firefox :: Other, defect)

Description

[Brian]

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.

Comment 1

[Brian]

This has only happened since you moved to version 54.0.1, it was fine on 54.0.0

Comment 2

[Tooru Fujisawa [:arai]]

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?)

Comment 3

[Brian]

Attachment: unable to connect.png

screenshot as requested

Comment 4

[Brian]

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.

Comment 5

[Tooru Fujisawa [:arai]]

can you connect with 54.0 now?
http://ftp.mozilla.org/pub/firefox/releases/54.0/

Comment 6

[Brian]

No -  I still can't access Paypal on Firefox.

Comment 7

[Brian]

Just tried disabling all add-ons. After restarting Firefox I couldn't even bring up the Paypal homepage.

Comment 8

[Tooru Fujisawa [:arai]]

(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)

Comment 9

[Brian]

No - nothing at all.  It still loads fine on Edge, just not on Firefox.

Comment 10

[Brian]

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.

Comment 11

[Tooru Fujisawa [:arai]]

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 ?

Comment 12

[Brian]

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.

Comment 13

[Tooru Fujisawa [:arai]]

thank you for checking :)

Comment 14

[Erin Lancaster [:elan]]

(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.

Comment 15

[Brian]

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).