Question

In addition to the previous reply, does your Norton product include Norton Confidential?

If you are using Norton Confidential there is a known problem with that product that is causing crashes. Norton is aware of the bug and are working with Mozilla to resolve this. They are looking for users who are experiencing this as they hope it help them speed up the process fixing the bug. If you want to help you can email or PM Tyler Downer (Works for Mozilla and is an administrator on these forums). His contact details are available here - https://support.mozilla.org/en-US/user/633449

Report ID bp-afd842ee-64c7-45bf-9010-2f3c12130119 bp-ac9ce784-acf9-4d34-8a23-18def2130119 bp-212d269c-5f41-4227-a68b-9b35f2130119 bp-dcaba700-2ecf-46de-911d-af7732130119 bp-5ff266b7-1313-4d59-a6d5-225072130119

bp-afd842ee-64c7-45bf-9010-2f3c12130119

bp-ac9ce784-acf9-4d34-8a23-18def2130119

bp-212d269c-5f41-4227-a68b-9b35f2130119

bp-dcaba700-2ecf-46de-911d-af7732130119

bp-5ff266b7-1313-4d59-a6d5-225072130119

thanks, as TonyE has already suspected, those crashes are triggered by norton confidential - if you want to help investigating the issue, please contact tyler...

I do not have Norton Confidential. Norton Internet Security 2013 is the only Symantec product that I have.

The crashes are still caused by components of Norton software (couictlr.dll, coffplgn.dll), so you will have to disable involved parts of your Norton software.

• https://crash-stats.mozilla.com/report/index/bp-afd842ee-64c7-45bf-9010-2f3c12130119

I been having this problem too but I'm not sure it's my Norton cause I have Norton 360 Premier Edition. I use Windows XP.

bp-902b7c2f-cab4-42a7-b441-dd79a2130120 1/19/2013 5:57 PM
bp-4035a575-2cd7-4bcb-a7b9-ac63e2130120 1/19/2013 5:57 PM
bp-5ba5030d-ab1c-4bed-8f92-67f2b2130119 1/19/2013 1:23 PM
bp-eb5e572c-64ec-4353-9802-e86e92130119 1/19/2013 1:16 PM
bp-257090cd-186f-45e5-ae48-fa1502130119 1/19/2013 1:13 PM
bp-2e8d834c-73fc-49a2-9aae-3c88a2130119 1/19/2013 1:11 PM
bp-47dd30ac-7d21-433e-978b-802852130119 1/19/2013 12:45 PM
bp-1df23b7c-5944-4caf-81d2-a7ae42130119 1/19/2013 12:38 PM
bp-0add1c1d-82ff-4114-b09f-3a1e92130119 1/19/2013 12:36 PM

Hi novagirl

Yes your crashes are caused by Norton software as can be seen by the crash signature [@ coffplgn.dll@0xc7d5]

• https://crash-stats.mozilla.com/report/index/bp-5ba5030d-ab1c-4bed-8f92-67f2b2130119

Mozilla employee and SUMO Administrator Tyler Downer ([/user/633449]) is looking for users who can help to look into these crashes and they can contact him via a PM.

• [/forums/contributors/708917]
• [/messages/new?to=Tylerdowner]

But how can I twik it to stop? It's getting very annoyed by this. -_-

You can try to disable all Norton extensions and toolbars in Firefox as a start.

• https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes

I think that worked, granted I had to disable my Norton protection extension though which I hate but I hope it gets fixes soon.

Thanks for reporting that this has worked.

Before you disable all Norton extensions and toolbars in Firefox please read the following two articles:

1. About Norton Toolbar

2. Uninstalling Norton Toolbar and Norton Vulnerability Protection

Limiting your security system in this day and age is risky business. Please consider using another browser as a safer alternative.

If I don't disable both of them Firefox will keep on crashing so I will keep them disable until this gets fix.

I use Norton Internet Security. Have updated to current version. OS is WinXP. The current Norton toolbar version is 2013.2.3.1 If it is not disabled Firefox 18.0.1 crashes every time I close a tab or close the program. Following are the recent crash reports. bp-09d1e2c6-baf9-4aee-acfa-ac27f21301211/21/20135:40 PMbp-655ebf1e-23a7-4d8c-ab2b-117a221301211/21/20135:40 PMbp-285f60a1-d757-4827-a417-00d6921301211/21/20135:39 PMbp-8bbaba1d-abfa-43b9-8553-12f8621301211/21/20135:38 PMbp-abab7e33-2c13-4b81-be64-ab51a21301211/21/20131:49 PM

The crashes are caused by Norton software like Norton Confidential or Norton Identity Safe as can be seen by the coFFPlgn.dll or couictlr.dll in the crash signature of the crash report (bug 783369).

• https://crash-stats.mozilla.com/report/index/bp-09d1e2c6-baf9-4aee-acfa-ac27f2130121

You can disable Norton extensions/toolbars in Firefox to see if that helps.

• https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes

Tyler Downer ([/user/633449]), a Mozilla Employee and SUMO Administrator, is looking for users who can help to look into these crashes and they can contact him via a PM.

• [/forums/contributors/708917]
• [/messages/new?to=Tylerdowner]

I have Norton 360 installed -- it sounds to me as if you are saying that the problem that I am seeing (repeated crashes by Firefox [with the crash report then sent out]) is caused by this Security Product, Please explain carefully what to do WITHOUT compromising the security that Norton 360 is supposed to provide! Are you working with the Symantec Staff on this matter? I am sure that there are Corporate Groups using Norton / Symantec Security and it is not going to be too good if all of these people find Firefox unusable because of Norton Security!

Currently, I have uninstalled [regretfully] Firefox. Before I [re]install it, I would like to clarify. I already have Norton 360 installed. Is Norton going to add components to Firefox when I install Firefox? Is that what is casuing this problem?

By the way, here are the latest Crash IDs:

Crash ID: bp-f158e50d-6275-4cd2-a557-b2a5d2130122

Crash ID: bp-edf38b78-4564-443d-8c25-b52e92130122

Crash ID: bp-edcc2e92-24d2-4812-866f-747332130122

Crash ID: bp-cce8c15d-62dd-4edf-b96f-ecc312130122

I tried this with a reset to factory defaults and [separately] in "safe mode"... Neither helped.

I have disabled Norton Toolbar and will keep it disabled until I hear that this problem has been resolved. Hope it is resolved soon.

I think that it is counter-intuitive to "weaken" your security in order to make the browser "work". On the contrary, I want security as strong as possible.

ZviWeiss

It doesn't appear that any of your crashes are related to Norton 360, your crash reports show other signatures, and one report is empty. Sorry, those signatures don't indicate a conclusive cause or file at fault.

What am I supposed to do -- then -- if when I now install Mozilla -- it crashes almost as soon as I try to use it? I install it and try to to access www.landsend.com -- and the browser crashes. I bring the Browser back up and it "restores" to the previous "context" (right before trying to access landsend). I can access Google -- and then it crashes when I try to access landsend from Google. This just started to happen 2 days ago. I tried to do a "reset" -- and the same thing happened. I tried running in "safe mode" -- and the same thing happened -- the Browser just crashes. I then did a full "uninstall" and reinstall -- same thing happened AGAIN... There has been no change to my environment over this time -- except for some changes that Microsoft appears to have "pushed through". I can reinstall and try this again -- but it is very frustrating!

On 1/22/2013 I received an email from Mozilla that said " the crash you are running into is already on track for a fix." So I guess we wait.

I just received an email from someone else who said that the LAST version of Firefox that worked RELIABLY with Windows XP is Version 12. I would be willing to fall back to that version and try it out -- except that the Mozilla site seems VERY much against this. At this point, I do not see how I can run Firefox any more :-( since it seems to have stopped working...

hello ZviWeiss, that firefox 12 was the last version which supported windows XP is obviously BS - i wouldn't follow this advice, since old versions are affected by numerous known security vulnerabilities...

since you're crashes have obviously a different cause than the ones from the original question, i think it would be better to open a new question, please include the latest crash ids & (important!) your system details from firefox > help > troubleshooting information...

on most of your crash reports it looks like your system's memory is heavily in use - it might be related to the crashes. as a general measure you could also try disabling hardware acceleration in firefox/tools > options > advanced > general.

Avoid crashes - Tips and tricks

Firefox crashes - Troubleshoot, prevent and get help fixing crashes

I am aware of the problems of using older versions... however, it seems that I am now left with a TOTALLY non-working Firefox. In order to follow your suggestion, I will have to reinstall Firefox and try again.... As I originally, noted, this seemed to happen "by itself"... That is, I came down to the laptop (at home -- not this one) and found that Firefox had crashed... When I restarted it, it came up with the "restore session" screen ["this is ...."] and as soon as I clicked to "restore sessions" -- it crashed again! I finally uninstalled it and then did (I thought) a clean install. As soon as I got past the initial page and specified where I wanted to go -- it crashed again! I tried to "reset" the browser -- and it STILL crashed... I tried "Safe mode" and it STILL crashed... What am I supposed to think at that point? And, yes, the memory IS in use because I also had IE open -- [which, for all of its ugliness did NOT crash!].... However, sometime very soon I will try to new install and see what happens......

7c792c16-a895-4463-bc3b-92081a30f36a01/23/20134:38 PM
bp-c2f88763-c582-4ec2-8ce7-4f295213012301/23/20134:19 PM
bp-afa4e4ad-7ff4-44b2-87c8-bd80e213012301/23/20133:41 PM
bp-0959d57d-b445-410d-a221-364cd213012301/23/20133:41 PM
bp-b91d61ea-60dd-46a5-8e0e-d288d213012301/23/20133:40 PM

Hi pblackerby

The crashes are caused by Norton software like Norton Confidential or Norton Identity Safe as can be seen by the coFFPlgn.dll or couictlr.dll in the crash signature of the crash report ([@ coffplgn.dll@0x3715 ]) (bug 783369).

• https://crash-stats.mozilla.com/report/index/bp-c2f88763-c582-4ec2-8ce7-4f2952130123

You can disable Norton extensions/toolbars in Firefox to see if that helps.

• https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes

News 1. Mozilla has told me that there will be a fix by the end of the month. 2. I have asked Mozilla to contact me as soon as the fix is available. 3. I will monitor Norton and Firefox from 08:00 to 17:00 CT and update this forum entry when the fix becomes available. 4. If anyone wishes to continue the monitoring outside of the time range stated above then please leave an entry indicating the time range and the time zone.

Thanks bikebrains, that is helpful.

In the meantime I may go back to version 17. I was able to run the Norton Toolbar with version 17.

While I was told that Norton is NOT the cause of my crashes (and I will try to recreate the crashes with 18.0.1) -- I wonder if it would be worthwhile falling back to Version 17, as well....

Crash reports from crashes due to closing a tab. I run Norton Identity Safe and Safe Web on the tool bar.

bp-dce374a7-4ed5-4f9f-b68a-07f1d21301251/25/20132:16 PMbp-1d5052e9-51aa-4708-93ca-dff0321301251/25/20132:15 PMbp-ba02c187-9bee-497d-aa0d-e0be421301251/25/20132:14 PMbp-85602493-631e-40e0-9a09-7dbac21301251/25/20132:14 PMbp-e063d33c-a950-42fe-b30f-ec30e21301231/23/20138:35 AMbp-9688e528-9e8d-41a1-89e2-210e221301221/22/20133:17 PM

The crashes are caused by Norton software like Norton Confidential or Norton Identity Safe as can be seen by the coFFPlgn.dll or couictlr.dll in the crash signature of the crash report (bug 783369).

• http://crash-stats.mozilla.com/report/index/bp-dce374a7-4ed5-4f9f-b68a-07f1d2130125

You can disable Norton extensions/toolbars in Firefox to see if that helps.

• https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes

Well - Madperson -- you must be on to something when you mentioned "Memory"... I decided to shut down almost everything running. I have 3 GB RAM (maximum that XP can "see" as a 32 bit OS, I believe). I ended up with a single instance of IE open (as well as Norton 360, Access connections, and a couple of miscellaneous items). RAM usage was under 2 GB (actually about 1.65 GB). Downloaded and installed Firefox -- and it was perfectly well behaved EVEN WITH the Norton 360 running... So, maybe the misery I had before was due to memory "stress" ... I do not know if I will ever know for sure. In the meantime, I am keeping Firefox up and running... Of course, why Norton 360 does NOT affect my system is a different "mystery"....

The problem has been solved by a patch issued by Norton. Run Norton Internet Security LiveUpdate. Install the patch from Norton if LiveUpdate issues an installation message. By the current time, an automatic running of LiveUpdate may have installed the patch. The patch works for me on both my User authority account and my Administration authority account. Please report any problems with the patch. Otherwise this problem can be closed as solved. Those users who have altered Norton Internet Security in order to circumvent this problem should restore NIS to its proper state.

For more information see the post time stamped: Modified January 29, 2013 6:27:11 AM PST by bikebrains

Can you clarify a point in your response... Here, on the one hand, you mention the use of "Live Update" -- which in many instances runs "silently in the background"... Then you say "install the patch" from Norton... Do you mean to "install the patch" by RUNNING Live Update (which means that the Patch could be installed "by itself"?) Or do you mean that when you run Live Update -- that you have to manually install the patch... Thank you!

I'm a bit confused myself.

FYI...I ran the Norton live update and rebooted. Re initiated my Norton tool bar applications, Identify Safe, etc. No problems with the crashing have occured since. This correction has worked for my PC.

thanks!!

Live Update should run the "patch" without you knowing it. You can always run Live Update manually (as I did) by opening Norton 360, clicking open the Tasks bar, and clicking on Run LiveUpdate. There is no specific patch that you choose.

Just make sure after Live Update is finished that you do a complete Shut Down of your computer for the change to take effect; a Restart of your computer won't do -- it didn't for me. It might be a good idea to exit from Firefox before you Shut Down. Your Firefox tabs are always saved when you re-open them, anyway.

When I ran LiveUpdate I got a message "Do you want to install a patch" or something like that. Here is an example of a person questioning the message: Norton patch question. I was manually running LiveUpdate every few hours because I knew Symantec was going to be issuing a patch and I wanted to get it as soon as possible. I have never bothered to read about Symantic's patch installation process. I just know that, if a patch is available, manually runing LiveUpdate will get it. So, bottom line, manually run LiveUpdate. If installing a patch is mentioned, install the patch. If a patch is not mentioned then try to recreate the Firefox problem. If the problem does not reoccur then LiveUpdate installed the patch on an earlier update.

Thanks, bikebrains.

I ran live update, did not see a question about a patch. Did reboot the computer. Enabled Norton Tool Bar and have not had any problems.

I did notice that the Norton Tool Bar version has been updated.

The point about a shutdown is very important -- and NOT obvious. The vast majority of the time when I run Live Update, it runs silently and I do not even know it is there. RARELY, will I end up being prompted by Norton to actually shut down the system and reboot for the change to take effect. In this case, it seems that (1) you have go run this manually or (2) I hope that Live Update prompts for a shut down and reboot....

Well, if you are in a real hurry to get the patch, then I guess that you can repeatedly run Live Update manually -- however, if Live Update is "smart" enough to bring down the patch and just advise you to reboot -- that should be good enough for most people -- I find that even automatically, Live Update runs pretty often....

Some folks are still having problems. See question: [https://support.mozilla.org/en-US/que.../946388?fpa=1&page=2]

I've run live updates and rebooted several times.

Problem still exists.

Why?

Gabriel_Oaks

Since the fix came out I have been able to run 18.0.1. Before the fix came out I had gone back to 17.0.1 and it had no problem with Norton Toolbar. If you return to the older version it will probably work for you.

Hopefully when Mozilla comes out with the next version of Firefox all these problems will go away.

Textom3

Much appreciated!

Forgive what might be a simple question but how do I go back to ver.17?

I downloaded the older version from this website and installed it.

http://www.oldapps.com/firefox.php?old_firefox=8521

You will have to go to tools and disable updates or it will attempt to upgrade to 18 again.

Texttom3

Much appreciate and Firefox appears to have stopped crashing.

Excellent advice - thanks!

Returning to an earlier release exposes the user to the security problems that were fixed in the current release. The following Mozilla statement lists the security problems fixed in Firefox 18: [http://www.mozilla.org/security/known.../firefox.html] These problems are commonly known in the browser industry and therefore may not exist in the current version of a major browser. One such problem is the TURKTRUST certificates exposure. Other security sites have mentioned this problem: http://krebsonsecurity.com/2013/01/turkish-registrar-enabled-phishers-to-spoof-google/ .

A better although irritating solution would be to use another major browser until Mozilla/Symantec can fix the current problems.

Downgrading software is risky business.

Bikebrains,

Thanks!

I did reinstalled ver 17 and so far so good.

Hopefully a version without this problem won't be far away!

I think that once you see the list of Security exposures in a given release -- you have to make your own "balance" -- which is worse: Not being able to use the Browser because it crashes or not having a "secure browser"... In my case, even though I have Norton 360, once I reduced the "memory load" and reinstalled -- the browser has worked without any problem! However, other users may not be so fortunate -- so all you can do is given them the information to make a (we all hope) intelligent analysis.

One of the problems with going to another browser is... what bugs will turn up THERE? I know that I did NOT like IE because it kept on terminating sessions when I was on a Chat Window with a Lands End agent (!) but Firefox as nice and stable....

For me it all boils down to " You put down your money and make your choices...."