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Troubleshoot issues with Mozilla Firefox

Publish Date: Jan 23, 2025
Description

Considerations for Mozilla Firefox:

The steps below are for Firefox. For other browsers, see the following articles:

Chrome
Safari
Microsoft Edge (as of 12/31/2020. Salesforce no longer supports Internet Explorer. For more information, please click here )
Safari on iPad OS
 

Salesforce supports the most current stable version of Firefox. For help updating or installing Firefox, please visit the link below:
Install and Update Firefox

For operating system requirements, please see Salesforce Technical Requirements

Please also see: Recommendations and Requirements for All Browsers 

Please note that Salesforce does not support the ESR version of Firefox due to the fact that this version may often lag behind regular versions of Firefox in features. While Firefox ESR will include regular point releases which contain security updates, other features/updates will be maintained for more than one year. If there are UI issues or otherwise that are isolated to Firefox ESR and do not occur in regular Firefox, these would be out of scope for Salesforce and isolated to the browser. We recommend trying to replicate an issue experienced in the ESR version, in a regular Firefox browser and if it can be replicated there as well, we are happy to investigate the issue further on our end.

If you are unable to upgrade to the supported browsers or operating system versions in the Technical Requirements article above and continue to experience issues, we suggest reaching out to your IT team or administrator for assistance regarding how to meet the supported requirements. If you have confirmed you are utilizing the newest versions and are still experiencing issues, we’ve listed the most helpful steps below to isolate the cause.

We also suggest checking out known issues site, as we frequently list issues for specific browsers. To check for Firefox Known Issues, report impact, and sign up for notifications, please visit the link below:
Salesforce Known Issues in Firefox Browser

If you are able to reproduce this issue in multiple browsers/operating systems, please file a case with Salesforce Support specifying the feature in question, any errors you receive, and what steps you have taken.
Resolution

Basic troubleshooting steps for Firefox Browser:

1. Browsers retain a lot of information over time, and while most browsers are configured to clear things like cookies and cache periodically, a build up of these can cause issues with logging into websites and page rendering.
Steps to Clear Cache and Cookies in Firefox

2. Extensions and Add-ons can also cause issues while rendering pages in Salesforce.
Use Private Browsing Mode in Firefox to eliminate add-ons as a cause

3. If disabling extensions en-masse (private browsing) resolves the issue, test adding the extensions back on one by one.
Disable or remove Add-ons
Refresh Firefox - reset add-ones and settings
Once the offending extension has been isolated, contact the help team for this extension.

4. Setup menus may not display properly, or you may not be able to type in emails in Lightning on more recent versions of Firefox. This is due to the blocking of third-party cookies by default in Firefox. To adjust these settings, navigate to: Firefox Preferences | Privacy & Security | Set the value to "Custom" | Uncheck "Trackers." Alternatively, users can also turn off the Salesforce domains "enhanced tracking protection" (version 70 and above) More information from Mozilla on how to take this step here. 

Also apply these settings if you experience problems logging in to the Outlook integration using Firefox. If the issue is still unresolved and cannot be reproduced on other machines, contact your IT team or administrator and reference this article.

If the issue is specific to one machine, it is most likely caused by a group policy setting, antivirus, or other software interfering with Salesforce.

If you have questions regarding browser troubleshooting, please do not hesitate to reach out to Salesforce Support to file a case. Be sure to let us know what browsers you've tried, which users are experiencing the problem, detailed replication steps, and any screenshots (if available).

Knowledge Article Number

000381681

 
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Salesforce Help | Article