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Could you please help me with a video problem concerning Firefox 48 for Mac and El Capitan 10.11.6 ?

Posted

Sometimes when clicking on a news video on "AOL Today" Firefox will instantly crash before even starting the video. Other times the AOL news videos play ok. And then again, when it seems like a video is playing okay, it will stop playing part way through. Since it's not consistent in what it's doing, it's hard to predict when it's going to crash.

In trying to correct the problem, I did a "Refresh Firefox" via the Mozilla Support forum and am still having the same problems. My computer platform is El Capitan version 10.11.6 using Firefox 48.0 for Mac on a 15" MacBook Pro with Retina display. I've been using Firefox for years and have never had so many crashes as I'm having now.

I've just recently upgraded to El Capitan and Firefox 48. Any help you may offer will be greatly appreciated! Thank you for all the time and effort you give in volunteering to help us!

Sometimes when clicking on a news video on "AOL Today" Firefox will instantly crash before even starting the video. Other times the AOL news videos play ok. And then again, when it seems like a video is playing okay, it will stop playing part way through. Since it's not consistent in what it's doing, it's hard to predict when it's going to crash. In trying to correct the problem, I did a "Refresh Firefox" via the Mozilla Support forum and am still having the same problems. My computer platform is El Capitan version 10.11.6 using Firefox 48.0 for Mac on a 15" MacBook Pro with Retina display. I've been using Firefox for years and have never had so many crashes as I'm having now. I've just recently upgraded to El Capitan and Firefox 48. Any help you may offer will be greatly appreciated! Thank you for all the time and effort you give in volunteering to help us!

Chosen solution

Hi Fred,

Guess what? I happened to click on the "Show Your Bookmarks" icon on the top right of the page and "Voila!" all the original toolbar bookmarks that were in my previous operating system instantly appeared without having to restore the old profile. Thank you for the links. They'll come in handy if I need to restore it later.

Also, I'd like to thank you for calling on more help in regards to my crash information which was "all over the place". Whatever you did was great since I received a little message suggesting that I update version 48.0 to 48.0.1. So far, since updating, things are much better with the video problems that I was having.

Thank you for all your help in getting these problems straightened out. It was very much appreciated!!  :)

Read this answer in context 0

Additional System Details

Installed Plug-ins

  • Adobe® Acrobat® Plug-in for Web Browsers, Version 11.0.17
  • A plugin to detect whether the Adobe Application Manager is installed on this machine.
  • Plugin that detects installed Citrix Online products (visit www.citrixonline.com).
  • Provides information about the default web browser
  • The Flip4Mac WMV Plugin allows you to view Windows Media content using QuickTime.
  • The Google Earth Plugin allows you to view 3D imagery and terrain in your web browser.
  • Displays Java applet content, or a placeholder if Java is not installed.
  • Screenleap Plugin 1.0.0
  • Shockwave Flash 22.0 r0
  • WebEx64 General Plugin Container Version 205

Application

  • User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.11; rv:48.0) Gecko/20100101 Firefox/48.0

More Information

FredMcD
  • Top 10 Contributor
4306 solutions 60464 answers

Helpful Reply

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP in front of the numbers/letters, click it to submit them.

The crash report is several pages of data. We need the report numbers to see the whole report.

Using your mouse, mark the most resent 7 - 10 crash reports, and copy them. Now go to the reply box below and paste them in.

aboutcrashesFx29

If you have problems with current Shockwave Flash plugin versions then check this:

  • see if there are updates for your graphics drivers

https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

  • disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later)

https://forums.adobe.com/message/4468493#TemporaryWorkaround

  • disable hardware acceleration in the Flash plugin

https://forums.adobe.com/thread/891337 See also:

In the address bar, type '''about:crashes'''<enter>.''' Note:''' If any reports do not have '''BP''' in front of the numbers/letters, click it to submit them. '''The crash report is several pages of data.''' '''We need the report numbers to see the whole report.''' Using your mouse, '''mark''' the most '''resent 7 - 10''' crash reports, and '''copy''' them. Now go to the reply box below and '''paste''' them in. ;[[Image:aboutcrashesFx29|width=500]] ------------------ If you have problems with current Shockwave Flash plugin versions then check this: * see if there are updates for your graphics drivers '''https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration''' * disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later) '''https://forums.adobe.com/message/4468493#TemporaryWorkaround''' * disable hardware acceleration in the Flash plugin '''https://forums.adobe.com/thread/891337''' See also: * '''http://kb.mozillazine.org/Flash#Troubleshooting'''

Question owner

Thank you, for such a speedy reply! Listed below are the most recent resent crash reports. I've included more than requested because I was having similar problems before upgrading to El Capitan and Firefox 48.

After doing a "Firefox Refresh", I lost all my Bookmarks in the Bookmarks Toolbar. Could you please tell me how to get them back? I do have an "Old Firefox Data" folder on my desktop but am clueless as to how to get the info back into the Toolbar. Thank you so much!

Here are the most recent Crash Reports:

bp-4af67467-5c23-4d83-bc71-eee4a2160816

   8/13/16    11:50 AM

bp-2d7b2d02-2ed2-4e19-966a-829932160816

   7/25/16    12:44 AM

bp-532e4d2d-7ae4-47bd-b6d9-4bbc52160816

   7/23/16    1:51 PM

bp-9b914eb8-5ea1-486c-85db-5bc082160816

   7/16/16    11:14 PM

bp-eaae8281-54ce-4d5f-b3ad-fa4452160816

   7/15/16    6:02 PM

bp-57cab965-6220-451b-a866-927652160816

   7/7/16    8:30 PM

bp-f7e3afa5-12bc-418e-aab7-7ff102160816

   7/7/16    8:30 PM

bp-ee16509d-3817-4137-af05-6c9252160816

   6/23/16    1:25 AM

bp-915ae3db-92af-4f1e-b04f-027112160816

   6/11/16    8:07 PM

bp-bb7dca2a-ab45-4421-a9e0-9df992160816

   6/11/16    8:07 PM

bp-ccdda078-0eff-4af5-b7d8-e7fb92160816

   6/9/16    8:37 PM

bp-09029c31-ce87-4feb-a432-e180a2160816

   6/9/16    8:37 PM

bp-cf48261e-1b75-446a-b218-959962160816

   6/8/16    6:26 PM

bp-252021be-0146-41c5-923c-59e482160816

   6/8/16    6:26 PM

bp-69edcd6f-b4e0-4172-abb4-d21772160816

   6/5/16    3:25 PM

bp-c2f9f7a9-a0e9-43bb-88a5-3bca52160816

   6/1/16    4:59 PM

bp-18a61c45-631f-44b9-8e05-f7e692160527

   5/27/16    10:32 AM

bp-f24b4196-d0b2-4c80-8d58-5165c2160816

   5/25/16    5:46 PM

bp-d8563cea-668b-4351-8135-60e5e2160816

   5/22/16    7:24 PM

bp-b7f7eb02-59fc-480d-9cc4-c4f5d2160510

   5/10/16    12:26 PM
Thank you, for such a speedy reply! Listed below are the most recent '''resent''' crash reports. I've included more than requested because I was having similar problems before upgrading to El Capitan and Firefox 48. After doing a "Firefox Refresh", I lost all my Bookmarks in the Bookmarks Toolbar. Could you please tell me how to get them back? I do have an "Old Firefox Data" folder on my desktop but am clueless as to how to get the info back into the Toolbar. Thank you so much! Here are the most recent Crash Reports: bp-4af67467-5c23-4d83-bc71-eee4a2160816 8/13/16 11:50 AM bp-2d7b2d02-2ed2-4e19-966a-829932160816 7/25/16 12:44 AM bp-532e4d2d-7ae4-47bd-b6d9-4bbc52160816 7/23/16 1:51 PM bp-9b914eb8-5ea1-486c-85db-5bc082160816 7/16/16 11:14 PM bp-eaae8281-54ce-4d5f-b3ad-fa4452160816 7/15/16 6:02 PM bp-57cab965-6220-451b-a866-927652160816 7/7/16 8:30 PM bp-f7e3afa5-12bc-418e-aab7-7ff102160816 7/7/16 8:30 PM bp-ee16509d-3817-4137-af05-6c9252160816 6/23/16 1:25 AM bp-915ae3db-92af-4f1e-b04f-027112160816 6/11/16 8:07 PM bp-bb7dca2a-ab45-4421-a9e0-9df992160816 6/11/16 8:07 PM bp-ccdda078-0eff-4af5-b7d8-e7fb92160816 6/9/16 8:37 PM bp-09029c31-ce87-4feb-a432-e180a2160816 6/9/16 8:37 PM bp-cf48261e-1b75-446a-b218-959962160816 6/8/16 6:26 PM bp-252021be-0146-41c5-923c-59e482160816 6/8/16 6:26 PM bp-69edcd6f-b4e0-4172-abb4-d21772160816 6/5/16 3:25 PM bp-c2f9f7a9-a0e9-43bb-88a5-3bca52160816 6/1/16 4:59 PM bp-18a61c45-631f-44b9-8e05-f7e692160527 5/27/16 10:32 AM bp-f24b4196-d0b2-4c80-8d58-5165c2160816 5/25/16 5:46 PM bp-d8563cea-668b-4351-8135-60e5e2160816 5/22/16 7:24 PM bp-b7f7eb02-59fc-480d-9cc4-c4f5d2160510 5/10/16 12:26 PM
FredMcD
  • Top 10 Contributor
4306 solutions 60464 answers

Helpful Reply

Look on your desktop. Do you see a folder called; '''Old Firefox?''' '''https://support.mozilla.org/en-US/kb/recovering-important-data-from-an-old-profile''' '''https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles'''
FredMcD
  • Top 10 Contributor
4306 solutions 60464 answers

Product Firefox Release Channel release Version 47.0 Build ID 20160604131506 OS OS X 10.11 OS Version 10.11.6 15G31

bp-4af67467-5c23-4d83-bc71-eee4a2160816

Signature: libsystem_kernel.dylib@0x16f06

This is for Sumo's Related Bugs 1269472 RESOLVED FIXED Hard crash in WebRTC when disconnecting headset

1267288 NEW --- crash in libsystem_kernel.dylib@0x16f06

1218070 NEW --- crash in libsystem_kernel.dylib@0x16286 with mozilla::gl::TexSubImage2DHelper +++++++++++++++++++++++++++++++++++++++++++++++++++++++ bp-2d7b2d02-2ed2-4e19-966a-829932160816

Signature: memmove$VARIANT$sse42 | AppleIntelHD4000GraphicsGLDriver@0x3b6d7e ++++++++++++++++++++++++++++++++++++++++++++++++++++++ bp-532e4d2d-7ae4-47bd-b6d9-4bbc52160816

Signature: IOAccelerator@0x1f71 +++++++++++++++++++++++++++++++++++++++++++++++++++++ bp-9b914eb8-5ea1-486c-85db-5bc082160816

Signature: mozilla::MediaStreamGraphImpl::ApplyAudioContextOperationImpl ++++++++++++++++++++++++++++++++++++++++++++++++++++ bp-eaae8281-54ce-4d5f-b3ad-fa4452160816

Signature: js::jit::AssemblerX86Shared::bind

This is for Sumo's Related Bugs 1209026 RESOLVED FIXED Crash [@ js::jit::AssemblerX86Shared::bind]

1124397 ASSIGNED --- crash in js::jit::AssemblerX86Shared::bind(js::jit::Label*) +++++++++++++++++++++++++++++++++++++++++++++++++++++++ bp-57cab965-6220-451b-a866-927652160816

Signature: hang | libsystem_kernel.dylib@0x10686

Process Type plugin Shockwave Flash Version: 22.0.0.192


Your crashes are all over the place. I've called for more help.

Make sure that all of your programs are up-to-date. Not just the plugins.

Product Firefox Release Channel release Version 47.0 Build ID 20160604131506 OS OS X 10.11 OS Version 10.11.6 15G31 bp-4af67467-5c23-4d83-bc71-eee4a2160816 Signature: libsystem_kernel.dylib@0x16f06 This is for Sumo's Related Bugs 1269472 RESOLVED FIXED Hard crash in WebRTC when disconnecting headset 1267288 NEW --- crash in libsystem_kernel.dylib@0x16f06 1218070 NEW --- crash in libsystem_kernel.dylib@0x16286 with mozilla::gl::TexSubImage2DHelper +++++++++++++++++++++++++++++++++++++++++++++++++++++++ bp-2d7b2d02-2ed2-4e19-966a-829932160816 Signature: memmove$VARIANT$sse42 | AppleIntelHD4000GraphicsGLDriver@0x3b6d7e ++++++++++++++++++++++++++++++++++++++++++++++++++++++ bp-532e4d2d-7ae4-47bd-b6d9-4bbc52160816 Signature: IOAccelerator@0x1f71 +++++++++++++++++++++++++++++++++++++++++++++++++++++ bp-9b914eb8-5ea1-486c-85db-5bc082160816 Signature: mozilla::MediaStreamGraphImpl::ApplyAudioContextOperationImpl ++++++++++++++++++++++++++++++++++++++++++++++++++++ bp-eaae8281-54ce-4d5f-b3ad-fa4452160816 Signature: js::jit::AssemblerX86Shared::bind This is for Sumo's Related Bugs 1209026 RESOLVED FIXED Crash [@ js::jit::AssemblerX86Shared::bind] 1124397 ASSIGNED --- crash in js::jit::AssemblerX86Shared::bind(js::jit::Label*) +++++++++++++++++++++++++++++++++++++++++++++++++++++++ bp-57cab965-6220-451b-a866-927652160816 Signature: hang | libsystem_kernel.dylib@0x10686 Process Type plugin Shockwave Flash Version: 22.0.0.192 ------------------ Your crashes are all over the place. I've called for more help. Make sure that all of your programs are up-to-date. Not just the plugins.

Question owner

Thank you so much, Fred, for your replies and for continuing to work on a solution for my crashes.

Yes, I do have the “Old Firefox Data” folder on my Desktop. After I did the “Firefox Refresh” I lost all the bookmarks in my Toolbar as well as the hidden bookmarks list in the toolbar on the right. I do have my regular Bookmarks in the Bookmarks menu.

Question: If I just do Steps 1 and 2 in the instructions below, and then click “Restore” will I get my Toolbar Bookmarks and Bookmarks Menu back the same as if I hadn’t done the “Firefox Refresh”? Sorry I’m such a Novice at this. Your help means more than you can know. Thank you. :)

Restoring from backups Caution: Restoring bookmarks from a backup will overwrite your current set of bookmarks with the ones in the backup file. 1. Click the Bookmarks button  and select Show All Bookmarks to open the Library window. 2. In the Library window, click the  Import and Backup button and then select Restore. 3. Select the backup from which you want to restore: ◦ The dated entries are automatic backups. ◦ Choose File... lets you restore from a manual backup (see above). 4. After choosing a backup, your bookmarks from that file will be restored. Close the Library window.

Thank you so much, Fred, for your replies and for continuing to work on a solution for my crashes. Yes, I do have the “Old Firefox Data” folder on my Desktop. After I did the “Firefox Refresh” I lost all the bookmarks in my Toolbar as well as the hidden bookmarks list in the toolbar on the right. I do have my regular Bookmarks in the Bookmarks menu. '''Question:''' If I just do Steps 1 and 2 in the instructions below, and then click “Restore” will I get my Toolbar Bookmarks and Bookmarks Menu back the same as if I hadn’t done the “Firefox Refresh”? Sorry I’m such a Novice at this. Your help means more than you can know. Thank you. :) Restoring from backups Caution: Restoring bookmarks from a backup will overwrite your current set of bookmarks with the ones in the backup file. 1. Click the Bookmarks button  and select Show All Bookmarks to open the Library window. 2. In the Library window, click the  Import and Backup button and then select Restore. 3. Select the backup from which you want to restore: ◦ The dated entries are automatic backups. ◦ Choose File... lets you restore from a manual backup (see above). 4. After choosing a backup, your bookmarks from that file will be restored. Close the Library window.
FredMcD
  • Top 10 Contributor
4306 solutions 60464 answers
That will only restore your bookmarks. Follow the instructions in these links to restore the old profile '''https://support.mozilla.org/en-US/kb/recovering-important-data-from-an-old-profile''' '''https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles'''

Chosen Solution

Hi Fred,

Guess what? I happened to click on the "Show Your Bookmarks" icon on the top right of the page and "Voila!" all the original toolbar bookmarks that were in my previous operating system instantly appeared without having to restore the old profile. Thank you for the links. They'll come in handy if I need to restore it later.

Also, I'd like to thank you for calling on more help in regards to my crash information which was "all over the place". Whatever you did was great since I received a little message suggesting that I update version 48.0 to 48.0.1. So far, since updating, things are much better with the video problems that I was having.

Thank you for all your help in getting these problems straightened out. It was very much appreciated!!  :)

Hi Fred, Guess what? I happened to click on the "Show Your Bookmarks" icon on the top right of the page and "Voila!" all the original toolbar bookmarks that were in my previous operating system instantly appeared without having to restore the old profile. Thank you for the links. They'll come in handy if I need to restore it later. Also, I'd like to thank you for calling on more help in regards to my crash information which was "all over the place". Whatever you did was great since I received a little message suggesting that I update version 48.0 to 48.0.1. So far, since updating, things are much better with the video problems that I was having. Thank you for all your help in getting these problems straightened out. It was very much appreciated!! :)
FredMcD
  • Top 10 Contributor
4306 solutions 60464 answers

Glad to help. Safe Surfing.

Hello,

I am glad to hear that your problem has been resolved. If you haven't already, please select the answer that solves the problem. This will help other users with similar problems find the solution more easily.

Thank you for contacting Mozilla Support.

Glad to help. Safe Surfing. Hello, I am glad to hear that your problem has been resolved. If you haven't already, please select the answer that solves the problem. This will help other users with similar problems find the solution more easily. Thank you for contacting Mozilla Support.