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Shopping & Buying
- Top Answers
  - 2012 Tax Law Changes: We've Got You Covered!
    Don't worry about the 2012 tax law changes- we've got you covered! Despite what you may have heard, you are probably not affected by the 2012 American Taxpayer Relief Act.
  - TurboTax Orders, Charges, and Statements
    Here are some of our users' common questions about orders, charges, and statements, including TurboTax Advantage.
  - Where Is My Order?
    We have a convenient, automated system for finding the status of your order at any time.
  - How do I find my TurboTax fees from previous years?
    If you purchased your TurboTax directly from Intuit, here's how to get a copy of your order which lists the fees you paid.
  - How do I update the info in "My Account", such as my e-mail or billing address?
    To update your account info, click My Account in the upper right corner of any page on turbotax.com.
  - Find the best TurboTax version for you
    Let us help you choose the best version of TurboTax for your tax situation by taking this short quiz.
- Product Charges & Fees
  - TurboTax Orders, Charges, and Statements
    Here are some of our users' common questions about orders, charges, and statements, including TurboTax Advantage.
  - Deciphering Your Credit or Debit Card Statement
    Identify charges appearing on your credit card, debit card, or bank statement.
  - How do I find my TurboTax fees from previous years?
    If you purchased your TurboTax directly from Intuit, get a copy of your order which lists the fees you paid.
  - Why Am I Charged for a Free TurboTax Online Product?
    We do not charge our customers for free versions of TurboTax. If you selected additional products and services, you will be charged fees for those items.
- Product Refunds & Returns
  - TurboTax Satisfaction Guarantee
    We want you to be completely satisfied with your TurboTax software, but if you're not, you can request a full refund within 60 days of purchase under our unconditional money-back guarantee.
  - Maximum Refund Guarantee or Your Money Back
    If you get a larger refund or smaller tax due from another tax preparation method, we'll refund the applicable TurboTax federal and/or state purchase price paid.
  - Getting Your State E-Filing Rebate When You Use Basic for Desktop
    You are eligible for a rebate of your state e-filing fee if you use the TurboTax Basic CD/Download software to e-file a return for a state that is a member of the Free File Alliance (FFA).
  - Can I Switch Back to a Lower-Priced TurboTax?
    We want you to use the version of TurboTax that best fits your tax situation, but the choice to upgrade – or not – is yours
- TurboTax Advantage
  - What is TurboTax Advantage (Automatic Renewal) and How Do I Enroll?
    Learn all about TurboTax Advantage (formerly known as Automatic Renewal).
  - Am I enrolled in TurboTax Advantage?
    Here's how to verify if you have already signed up for TurboTax Advantage.
  - I forgot my TurboTax Advantage user ID, password, or security answer
    If you cannot log into your TurboTax Advantage account, we can help
  - TurboTax Advantage Orders, Shipments and Statements
    Learn all about TurboTax Advantage orders, shipments and statements.
  - How to Update Your TurboTax Advantage Account & Credit Card Info
    Here's how to update your auto renewal payment info, contact info, and/or product choices.
  - Cancelling or refunding TurboTax Advantage enrollment
    Cancel your TurboTax Advantage enrollment and TurboTax product order.
- My Account
  - How do I update the info in "My Account", such as my e-mail or billing address?
    To update your account info, click My Account in the upper right corner of any page on turbotax.com.
  - How to Update Your TurboTax Advantage (Automatic Renewal) Account & Credit Card Info
    Here's how to update your auto renewal payment info, contact info, and/or product choices.
  - Forgot Your TurboTax User ID or Password?
    To keep your information secure, you may have to answer a few questions before you can access your TurboTax Online account again.
- Compare Products
  - TurboTax Buyer's Guide
    Find the right product for your tax situation this year.
  - Buyer's Guide - Should I use TurboTax Online or CD/Download?
    Choosing between TurboTax Online and CD/Download is easy if you have all the details.
  - Personal Tax Products and Services
    Choose the TurboTax personal product that best fits your current needs.
  - Find the best TurboTax version for you
    Let us help you choose the best version of TurboTax for your tax situation by taking this short quiz.
- Buying
  - TurboTax System Requirements
    For easy tax preparation, make sure your computer meets these standards before you buy TurboTax.
  - Entering Your Service Code in TurboTax Online
    Here's how to redeem your service code in TurboTax.
  - Download Your TurboTax Software Purchase
    After you've purchased a downloadable product from turbotax.com, you can re-download it as often as you like for up to 3 years after purchase.
  - Purchase Additional State Programs
    If you need to file multiple state tax returns, here's how to purchase additional state programs.
  - Do I have to buy a new TurboTax program every year?
    Every year, tax laws and forms change, and in turn, we have to completely revise TurboTax to comply with the current federal and state requirements.
Download & Install
- Top Answers
  - Windows Installer and .NET Errors
    Windows Installer, .NET errors, and other issues that can occur when installing or running TurboTax for Windows software
  - TurboTax System Requirements
    Minimum requirements for TurboTax software for Windows and Mac, plus TurboTax Online
  - Download Your TurboTax Software Purchase
    After you've purchased a downloadable product from turbotax.com, you can download it again for up to 3 years after purchase
  - Download TurboTax State for Windows
    How to download through your TurboTax software or from our Online store
  - How to Update TurboTax
    Our updates provide the latest available tax forms, bug fixes, and enhancements for your TurboTax software
- Downloading
  - Download Your TurboTax Software Purchase
    After you've purchased a downloadable product from turbotax.com, you can download it again for up to 3 years after purchase
  - Download TurboTax State for Windows
    How to download through your TurboTax for Windows software or from our Online store
  - Download TurboTax State for Mac
    How to download through your TurboTax for Mac software or from our Online store
  - TurboTax Download FAQs
    Everything you wanted to know about downloading your TurboTax software
  - Find Your Download (Windows)
    What to do if you can't find the TurboTax product you just downloaded.
- Installing
  - TurboTax System Requirements
    Minimum requirements for TurboTax software for Windows and Mac, plus TurboTax Online
  - Windows Installer and .NET Errors
    Windows Installer, .NET errors, and other issues that can occur when installing or running TurboTax for Windows software
  - Troubleshoot Installing TurboTax for Windows
    Use this troubleshooting guide if you're having problems installing TurboTax for Windows
  - Installing TurboTax for Windows
    How to install your TurboTax for Windows CD or downloadable software
  - Security Software and TurboTax
    Find out what to do if your firewall or virus-protection software conflicts with TurboTax
- Unlocking & Activating
  - Entering Your Service Code in TurboTax Online
    Here's how to redeem your service code in TurboTax.
  - Find the Access Code for Your TurboTax CD
    To unlock a promotional, mailed TurboTax CD, you'll need your 10-digit Access Code
- Updating TurboTax
  - Why do I Need to Update?
    Find out why TurboTax software prompts you for regular updates
  - How to Update TurboTax
    Our updates provide the latest available tax forms, bug fixes, and enhancements for your TurboTax software
  - Manual Updates for TurboTax
    If you can't update through TurboTax, download and install a manual update instead
  - Error 42002: Could not connect to the update site
    How to resolve this error when attempting to update
  - How to Update TurboTax State
    Different ways to download the latest state software tax forms, bug fixes, and enhancements
  - Do I have to Buy a New TurboTax Program Annually?
    The answer may surprise you
- Reinstalling
  - Reinstall TurboTax for Windows
    How to reinstall your TurboTax software on a Windows computer
  - Reinstall TurboTax for Mac
    How to reinstall your TurboTax software on a Mac
  - Uninstall TurboTax for Windows
    How to uninstall (or remove) your TurboTax software from a Windows computer
  - Uninstall TurboTax for Mac
    How to uninstall (remove) your TurboTax software from a Mac
Getting Started
- Top Answers
  - Need More Time? E-file an Extension
    5 minutes now gives you another 6 months to file. And it's free!
  - Forgot your TurboTax login?
    Ways to retrieve your lost or forgotten TurboTax Online username or password
  - Why Can't I Find My TurboTax Online Return?
    5 reasons why this can happen and what your next steps are
  - Find Your Tax File in Windows
    How to find a tax return file created in TurboTax software for Windows
  - Open Your Tax Return
    How to open your tax return in TurboTax software
  - Transfer Last Year's Tax File
    Transferring your data from last year's tax return file makes tax preparation even easier
- Signing In
  - Forgot your TurboTax login?
    Ways to retrieve your lost or forgotten TurboTax Online username or password
  - TurboTax Online 2011 is No Longer Available
    TurboTax Online shuts down every October in preparation for next year
  - Why Can't I Find My TurboTax Online Return?
    5 reasons why this can happen and what your next steps are
  - TurboTax Online Return Fails to Open
    Troubleshooting tips for timeouts when opening your TurboTax Online return
  - Error: You Haven't Used TurboTax in the Last 20 Minutes
    How to resolve this error after signing in to TurboTax Online
  - Start Over in TurboTax Online
    Clear your TurboTax Online return so you can start from scratch
- Starting TurboTax
  - Open Your Tax Return
    How to open your tax return in TurboTax software
  - Retrieve a Tax File from a Portable Device
    Getting your tax file from a flash drive or other portable device onto your computer
  - Error 510 or 544
    Resolve errors 510 or 544 when opening your tax return
  - Error 539
    Resolve error 539 when opening or saving your tax return
- Transferring My Info
  - Transfer Last Year's Tax File
    Transferring your data from last year's tax return file makes tax preparation even easier
  - Transfer to TurboTax Software for Windows
    Save time and effort by transferring last year's return to TurboTax software for Windows
  - Transfer to TurboTax Online
    Save time and effort by transferring last year's return to TurboTax Online
  - Troubleshoot Transferring
    If you're having problems transferring your prior-year tax return to TurboTax
  - Review, Change, or Delete Transferred Information
    After transferring, you should verify and if necessary, update or remove data
  - Move Your Tax Return to Another Computer
    How to transfer your tax return to a different computer
- Available Forms
  - IRS Form Availability for Personal Returns
    Estimated availability dates for IRS individual forms and schedules
  - State Form Availability for Personal Returns
    Estimated availability dates for state forms and schedules
  - IRS Form Availability for Business Returns
    Estimated availability dates for IRS business forms and schedules
  - State Form Availability for Business Returns
    Estimated availability dates for business state forms and schedules
- Finding My Return
  - Access your Prior-Year Return
    Get a copy of the return you filed using TurboTax
  - Why Can't I Find My TurboTax Online Return?
    5 reasons why this can happen and what your next steps are
  - Find Your Tax File in Windows
    How to find a tax return file created in TurboTax software for Windows
  - Find Your Tax File in Mac
    How to find a tax return file created in TurboTax software for Mac
  - TurboTax Online Return Fails to Open
    Troubleshooting tips for timeouts when opening your TurboTax Online return
  - TurboTax Online 2011 is No Longer Available
    TurboTax Online shuts down every October in preparation for next year
Preparing My Taxes
- Top Answers
  - Need More Time? E-file an Extension
    5 minutes now gives you another 6 months to file. And it's free!
  - Who is a Dependent?
    If you support relatives or someone who lives with you, they could count as your dependents.
  - I Received a 1099-MISC, Now What?
    TurboTax walks you through filing your return if you receive a 1099-MISC for work as a contractor.
  - Where to Enter Form 1098 and 1099 Data
    We'll show you where to enter information from Forms 1098 and 1099 in TurboTax.
  - What Are Qualified Education Expenses?
    See which education expenses count toward a tax credit or deduction.
  - Rental Property Income and Expenses
    Understand how to report your rental income and related expenses.
  - Importing From Your Employer or Broker
    Save time and energy by importing your W-2, 1099, and 1098 information.
- Personal Info
  - 2012 Tax Law Changes: We've Got You Covered!
    Don't worry about the 2012 tax law changes- we've got you covered! Despite what you may have heard, you are probably not affected by the 2012 American Taxpayer Relief Act.
  - Who is a Dependent?
    If you support relatives or someone who lives with you, they could count as your dependents.
  - Can I Claim This Person as a Dependent?
    View answers to frequently asked questions about claiming dependents.
  - What is My Filing Status?
    Learn which filing status gives you the lowest tax.
  - Ordering of Names on a Joint Return
    It's important to be consistent when listing names on a joint return.
  - Tax Returns: RDP, Civil Union or Same-Sex Marriage
    Get step-by-step directions on how to file your tax returns.
  - Same-Sex Partners and Community Property States
    See how certain community-property states affect your tax preparation.
- Wages & Income
  - 2012 Tax Law Changes: We've Got You Covered!
    Don't worry about the 2012 tax law changes- we've got you covered! Despite what you may have heard, you are probably not affected by the 2012 American Taxpayer Relief Act.
  - I Received a 1099-MISC, Now What?
    TurboTax walks your through filing your return if you receive a 1099-MISC for work as a contractor or freelancer.
  - Importing From Your Employer or Broker
    Save time and energy by importing your W-2, 1099, and 1098 information.
  - Entering Schedule K-1
    If you received one or more Schedule K-1s, we'll help you enter them.
  - Finding Your Investment Cost Basis
    To accurately report gains or losses on your investments, you'll need the cost basis.
  - What Are Qualified Education Expenses?
    See which education expenses count toward a tax credit or deduction.
  - Rental Property Income and Expenses
    Understand how to report your rental income and related expenses.
- Business Income & Expenses
  - I Received a 1099-MISC, Now What?
    TurboTax walks you through filing your return if you receive a 1099-MISC for work as a contractor.
  - Do I Have to Pay Self-Employment Tax?
    We calculate how much self-employment tax you'll need to pay.
  - Tax Deductions and Working from Home
    Learn how the home-office deduction works.
  - How to Calculate Estimated Taxes
    Let us determine if you need to pay estimated taxes.
- Deductions & Credits
  - 2012 Tax Law Changes: We've Got You Covered!
    Don't worry about the 2012 tax law changes- we've got you covered! Despite what you may have heard, you are probably not affected by the 2012 American Taxpayer Relief Act.
  - About the Earned Income Credit (EIC)
    What are the rules, and do you qualify?
  - What is the Child and Dependent Care Expense Credit?
    Find out about this credit applies to you.
  - What is the Child Tax Credit?
    TurboTax determines if your child qualifies for the child tax credit.
  - What Are Qualified Education Expenses?
    See which education expenses count toward a tax credit or deduction.
  - What Kind of Charitable Donations Can I Deduct?
    Give smartly if you want to take a deduction for charitable donations.
  - Medical Expenses I Can Deduct
    Understand the ins and outs of claiming deductions for medical expenses.
- Other Tax Situations
  - 2012 Tax Law Changes: We've Got You Covered!
    Don't worry about the 2012 tax law changes- we've got you covered! Despite what you may have heard, you are probably not affected by the 2012 American Taxpayer Relief Act.
  - Amend a Return
    We can help you amend a tax return you've filed to fix an error or to take an additional credit or deduction.
  - Do I Really Need to Amend My Return?
    When the IRS expects you to amend your return.
  - What is the Alternative Minimum Tax?
    We explain why it's hard for some filers to avoid this tax
  - How to Calculate Estimated Taxes
    Let us determine if you need to pay estimated taxes.
  - Using TurboTax Easy Extension
    TurboTax makes it fast and simple to file an extension.
- Federal Review
  - 2012 Tax Law Changes: We've Got You Covered!
    Don't worry about the 2012 tax law changes- we've got you covered! Despite what you may have heard, you are probably not affected by the 2012 American Taxpayer Relief Act.
  - Why is My Tax Refund Different This Year?
    Here are some common reasons why your taxes could have changed.
  - What is the Alternative Minimum Tax?
    We explain why it's hard for some filers to avoid this tax.
  - Is My Social Security Income Taxable?
    TurboTax calculates whether any or some of your Social Security income will be taxed.
  - Hardship Withdrawal from Your 401(k)
    Unfortunately, you could owe a penalty even if you qualified for a hardship withdrawal.
  - Are Unemployment Benefits Taxable?
    Unemployment is considered taxable income by the federal government, but state rules vary.
- State Taxes
  - Resident, Nonresident, or Part-Year Resident?
    Find out what type of state residency applies to you and your family.
  - Where to enter Form 1098 and 1099 data
    We'll show you where to enter information from Forms 1098 and 1099 in TurboTax.
  - How Do I File More than Two State Returns?
    Learn what to do if you need to file more than three state returns.
  - Entering Schedule K-1
    If you received one or more Schedule K-1s, we'll help you enter them.
  - Find Your State Taxing Agency
    Contact your state tax agency or look up your state tax refund
  - When to File Multiple State Returns
    Understand when you need to file more than one state return.
- Wrap-Up
  - What Is Audit Defense?
    Learn how Audit Defense can protect your interests.
  - Using the Audit Risk Meter?
    Get a visual understanding of your audit risk.
  - Where Do I Enter?
    See tips on where to enter your important tax information.
  - Calculate Your Federal Estimated Taxes
    Let us determine if you need to pay estimated taxes.
Printing & Filing
- Top Answers
  - Need More Time? E-file an Extension
    5 minutes now gives you another 6 months to file. And it's free!
  - Correct or Update (Amend) Your Return
    Learn how to correct (amend) a tax return you've already filed.
  - Check Your E-file Status
    Track the progress of your e-filed return
  - Resolve an E-filing Rejection
    What to do if your e-filed return is rejected
  - Print a Review Copy
    How to print a review copy of your return before you decide to file it
  - Print a Copy for Your Records
    Whether you file electronically or by paper, you should always make a copy of your return for your files
- E-File
  - Check Your E-file Status
    Track the progress of your e-filed return
  - How to E-file
    E-filing is easy and simple; we'll show you how
  - Verify Your Identity for E-filing
    To e-file, you need to prove to the IRS that you - not someone else - is filing
  - Resolve E-file Transmission Issues
    What to check if your e-filed return isn't going through
  - Do I Need to Mail Anything After E-filing?
    Usually not, but there are a few situations where you may need to mail in additional paperwork
  - Can I Cancel an E-filed Return?
    Only if rejected; once accepted, you'll need to amend it
- E-File Rejections
  - Rejected for Wrong PIN or AGI
    Rejection code 0679 occurs when your PIN or AGI doesn't match IRS records
  - Resolve an E-filing Rejection
    What to do if your e-filed return is rejected
  - IRS E-file Rejection Errors
    A list of the most commonly-encountered IRS rejection errors with links to their solutions.
  - Rejections for Social Security Numbers, Birthdates, Names
    The IRS will reject returns that contain incorrect or already-filed Social Security numbers, birthdates, or names.
  - IRS Rejection 0502
    Rejection code 0502 occurs when your employer's name or ID number doesn't match IRS records
  - IRS Rejection 0522
    Rejection code 0522 occurs when the first taxpayer's birthdate doesn't match IRS records
- File By Mail
  - File a Paper Return by Mail
    If you can't or won't e-file, we'll show you how to file a conventional paper return
  - Where to Mail Your Tax Returns
    Find out where to send your completed tax return
  - Do I Need to Mail Anything After E-filing?
    Usually not, but there are a few situations where you may need to mail in additional paperwork
  - Where to Mail Your Filing Extension
    Find out where to send Form 4868
  - Print a Copy for Your Records
    Whether you file electronically or by paper, you should always make a copy of your return for your files
- Payment for Print & File
  - Using Refund Transfer to Pay TurboTax Fees
    Pay for your TurboTax fees by deducting them from your federal tax refund
  - Can I Switch Back to a Lower-Priced TurboTax?
    What to do if you accidentally upgraded to a higher version of TurboTax
  - Why am I Charged for a Free TurboTax Online Product?
    We do not charge for free versions of TurboTax unless you select additional products or services
  - Finding Your TurboTax Fee for a Previous Year
    Here's how to find out what you paid for TurboTax, if you purchased directly from us
  - TurboTax Satisfaction Guarantee
    We want you to be completely satisfied with your TurboTax software
- Printing & Saving Current Year
  - Print a Review Copy
    How to print a review copy of your return before you decide to file it
  - Print a Copy for Your Records
    Whether you file electronically or by paper, you should always make a copy of your return for your files
  - Save a Backup Copy of Your File
    Make a copy of your tax file that can be opened in TurboTax software
  - Save Your Return as a PDF File
    Make a PDF copy of your tax return that can be opened in Adobe Reader
  - Printing Your Tax Return in TurboTax Online
    How to print a filing copy of your TurboTax Online tax return
  - Resolve Common Printing Issues
    Troubleshooting tips for various printing and printer issues
- Printing Prior Year
  - Access a Prior-Year Return
    If you have filed with TurboTax before, we can help you access a prior year return
  - Amend a Return
    We can help you amend a tax return you've filed to fix an error or to take an additional credit or deduction.
  - Questions About Prior-Year Returns & Software
    Answers to our most frequently-asked questions about prior-year tax returns and prior-year TurboTax software.
  - Resolve Common Printing Issues
    Troubleshooting tips for various printing and printer issues
- Paying My Taxes
  - Options for Paying Your Federal Income Tax
    Different ways to pay the IRS for additional taxes owed
  - Payment Options for State Returns
    Different ways to pay your state tax agency for additional taxes owed
  - Paying Tax Through an Installment Plan
    If you can't pay your entire tax bill, you can make monthly payments to the IRS
  - Calculate Federal Estimated Taxes
    Find out if you need to make estimated tax payments, and when those payments are due
- Refund Card
  - When Will I Get My Tax Refund?
    Find out when to expect your long-awaited tax refund
  - Why is My Refund Different This Year?
    Why your refund may be more or less than what you anticipated
  - Why did my federal refund decrease after filing?
    Why your refund is less than what you were expecting
After Filing
- Top Answers
  - When Will I Get My Tax Refund?
    Find out when to expect your long-awaited tax refund
  - Check Your E-file Status
    Track the progress of your e-filed return
  - Amend a Return
    Amend your return if you need to change something after the IRS already accepted or received it
  - Access your Prior-Year Return
    How to resolve the rejection error "Form 8862 is missing"
- E-File Status
  - Check Your E-file Status
    Track the progress of your e-filed return
  - Can I Cancel an E-filed Return?
    Only if rejected; once accepted, you'll need to amend it
  - Did Not Receive Status E-mail
    No worries; we'll show you alternative ways to get our e-filing status
  - Pending E-file Status with No Record of Return
    Why is your return still in a "pending" status?
  - Save a Backup of Your Tax File
    After all that work, be sure to save a copy of your tax return data file.
  - Print a Copy for Your Records
    Whether you file electronically or by paper, you should always make a copy of your return for your files
- Tax Refund
  - When Will I Get My Tax Refund?
    Find out when to expect your long-awaited tax refund
  - Why is My Refund Different This Year?
    Why your refund may be more or less than what you anticipated
  - Why is My Refund Less Than Expected?
    Why did my federal refund decrease after filing?
  - Maximum Refund Guarantee
    If you get a larger refund or smaller tax due from another tax preparation method, we'll give you your money back
- E-File Rejections
  - Resolve an E-filing Rejection
    What to do if your e-filed return is rejected
  - Rejected for Wrong PIN or AGI
    Rejection code 0679 occurs when your PIN or AGI doesn't match IRS records
  - IRS Rejection 0502
    Rejection code 0502 occurs when your employer's name or ID number doesn't match IRS records
  - IRS Rejection 0522
    Rejection code 0522 occurs when the first taxpayer's birthdate doesn't match IRS records
  - IRS Rejection 0507
    Rejection code 0507 occurs when a dependent has already been claimed
  - IRS Rejection 0501
    Rejection code 0501 occurs when the Social Security number for a child being claimed for the EIC doesn't match IRS records
- Correct (Amend) a Return
  - Amend a Return
    We can help you amend a tax return you've filed to fix an error or to take an additional credit or deduction.
  - Do I Really Need to Amend My Return?
    When the IRS expects you to amend your return.
- I Received an IRS Notice
  - Free Audit Support Guarantee From a Tax Expert
    Getting a letter from the IRS can be scary, especially if it's an audit notice. That's why we now offer our free Audit Support Guarantee.
  - Accuracy Guarantee - Frequently Asked Questions
    TurboTax's calculations are guaranteed accurate. Find information on what TurboTax's Accuracy Guarantee means to you.

Stuck on gray screen after signing in to TurboTax Online

Updated: 11/20/2012

Article ID: SLN55115

After signing in to TurboTax Online, you get stuck on a gray screen and are unable to proceed because the Continue button isn't accessible. Known scenarios include:

After signing in, you see the Creating a secure connection message, and then the screen hangs and turns gray.
When attempting to pay for TurboTax Online fees, the screen goes gray and you can't pay.

Most often, this happens in Internet Explorer, although other browsers are known to be affected.

Workarounds

Try each workaround until the problem is resolved:

Refresh the page;
Clear your cache, close your browser, reopen it, and sign back in;
Try another browser supported by TurboTax Online;
Reset your browser to default settings.

Warning: Resetting your browser may delete custom browser settings and add-ons.
- How to reset Internet Explorer settings
- How to reset Firefox preferences

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