X
Tap here to go to the mobile version of the site.

منتدى الدعم

Firefox crashes

Posted

FF details crash log. Cannot start FF in safe mode or Private Window, it happens on all PC in my company (FF ver 43.0.1 and all other version under 47.x)

AdapterDeviceID: 0x0402 AdapterDriverVersion: 6.1.7600.16385 AdapterSubsysID: 08251025 AdapterVendorID: 0x8086 AvailablePageFile: 2572484608 AvailablePhysicalMemory: 791728128 AvailableVirtualMemory: 3992305664 BIOS_Manufacturer: Acer BlockedDllList: BreakpadReserveAddress: 50069504 BreakpadReserveSize: 67108864 BuildID: 20151216175450 CrashTime: 1473744100 EMCheckCompatibility: true Email: stupidcat89@gmail.com FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1470363545 Notes: DriverVersionMismatch AdapterVendorID: 0x8086, AdapterDeviceID: 0x0402, AdapterSubsysID: 08251025, AdapterDriverVersion: 6.1.7600.16385

ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SafeMode: 1 SecondsSinceLastCrash: 19 StartupTime: 1473744099 SystemMemoryUsePercentage: 60 TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86","buildId":"20151216175450","version":"43.0.1","vendor":"Mozilla","platformVersion":"43.0.1","xpcomAbi":"x86-msvc","hotfixVersion":null},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":1924,"virtualMaxMB":4096,"isWow64":true,"cpu":{"count":2,"cores":2,"vendor":"GenuineIntel","family":6,"model":60,"stepping":3,"l2cacheKB":256,"l3cacheKB":3072,"speedMHz":3292,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2"]},"os":{"name":"Windows_NT","version":"6.1","servicePackMajor":1,"servicePackMinor":0,"installYear":2016,"locale":"en-US"},"hdd":{"profile":{"model":"WDC WD5000AZLX-21K2TA0","revision":"01.01A01"},"binary":{"model":"WDC WD5000AZLX-21K2TA0","revision":"01.01A01"},"system":{"model":"WDC WD5000AZLX-21K2TA0","revision":"01.01A01"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":false,"adapters":[{"description":"Standard VGA Graphics Adapter","vendorID":"0x8086","deviceID":"0x0402","subsysID":"08251025","RAM":null,"driver":"vga framebuf vga256 vga64k","driverVersion":"6.1.7600.16385","driverDate":"6-21-2006","GPUActive":true}],"monitors":[{"screenWidth":1366,"screenHeight":768,"refreshRate":1,"pseudoDisplay":false}],"features":{"compositor":"none","d3d11":{"status":"blocked"},"d2d":{"status":"unavailable","version":"1.0"}}}},"settings":{"addonCompatibilityCheckEnabled":true,"blocklistEnabled":true,"isDefaultBrowser":false,"e10sEnabled":false,"telemetryEnabled":false,"isInOptoutSample":false,"locale":"en-US","update":{"channel":"release","enabled":true,"autoDownload":true},"userPrefs":{"browser.cache.disk.capacity":358400,"browser.newtabpage.enhanced":true}},"profile":{}} Theme: classic/1.0 Throttleable: 1 TotalPageFile: 4164784128 TotalPhysicalMemory: 2017300480 TotalVirtualMemory: 4294836224 URL: Vendor: Mozilla Version: 43.0.1 Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 1 : %SystemRoot%\system32\mswsock.dll

MSAFD Tcpip [UDP/IP] : 2 : 2 :  
MSAFD Tcpip [RAW/IP] : 2 : 3 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [TCP/IPv6] : 2 : 1 :  
MSAFD Tcpip [UDP/IPv6] : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [RAW/IPv6] : 2 : 3 :  
RSVP TCPv6 Service Provider : 2 : 1 : %SystemRoot%\system32\mswsock.dll 
RSVP TCP Service Provider : 2 : 1 :  
RSVP UDPv6 Service Provider : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
RSVP UDP Service Provider : 2 : 2 : 

useragent_locale: en-US

This report also contains technical information about the state of the application when it crashed.

FF details crash log. Cannot start FF in safe mode or Private Window, it happens on all PC in my company (FF ver 43.0.1 and all other version under 47.x) AdapterDeviceID: 0x0402 AdapterDriverVersion: 6.1.7600.16385 AdapterSubsysID: 08251025 AdapterVendorID: 0x8086 AvailablePageFile: 2572484608 AvailablePhysicalMemory: 791728128 AvailableVirtualMemory: 3992305664 BIOS_Manufacturer: Acer BlockedDllList: BreakpadReserveAddress: 50069504 BreakpadReserveSize: 67108864 BuildID: 20151216175450 CrashTime: 1473744100 EMCheckCompatibility: true Email: stupidcat89@gmail.com FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1470363545 Notes: DriverVersionMismatch AdapterVendorID: 0x8086, AdapterDeviceID: 0x0402, AdapterSubsysID: 08251025, AdapterDriverVersion: 6.1.7600.16385 ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SafeMode: 1 SecondsSinceLastCrash: 19 StartupTime: 1473744099 SystemMemoryUsePercentage: 60 TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86","buildId":"20151216175450","version":"43.0.1","vendor":"Mozilla","platformVersion":"43.0.1","xpcomAbi":"x86-msvc","hotfixVersion":null},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":1924,"virtualMaxMB":4096,"isWow64":true,"cpu":{"count":2,"cores":2,"vendor":"GenuineIntel","family":6,"model":60,"stepping":3,"l2cacheKB":256,"l3cacheKB":3072,"speedMHz":3292,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2"]},"os":{"name":"Windows_NT","version":"6.1","servicePackMajor":1,"servicePackMinor":0,"installYear":2016,"locale":"en-US"},"hdd":{"profile":{"model":"WDC WD5000AZLX-21K2TA0","revision":"01.01A01"},"binary":{"model":"WDC WD5000AZLX-21K2TA0","revision":"01.01A01"},"system":{"model":"WDC WD5000AZLX-21K2TA0","revision":"01.01A01"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":false,"adapters":[{"description":"Standard VGA Graphics Adapter","vendorID":"0x8086","deviceID":"0x0402","subsysID":"08251025","RAM":null,"driver":"vga framebuf vga256 vga64k","driverVersion":"6.1.7600.16385","driverDate":"6-21-2006","GPUActive":true}],"monitors":[{"screenWidth":1366,"screenHeight":768,"refreshRate":1,"pseudoDisplay":false}],"features":{"compositor":"none","d3d11":{"status":"blocked"},"d2d":{"status":"unavailable","version":"1.0"}}}},"settings":{"addonCompatibilityCheckEnabled":true,"blocklistEnabled":true,"isDefaultBrowser":false,"e10sEnabled":false,"telemetryEnabled":false,"isInOptoutSample":false,"locale":"en-US","update":{"channel":"release","enabled":true,"autoDownload":true},"userPrefs":{"browser.cache.disk.capacity":358400,"browser.newtabpage.enhanced":true}},"profile":{}} Theme: classic/1.0 Throttleable: 1 TotalPageFile: 4164784128 TotalPhysicalMemory: 2017300480 TotalVirtualMemory: 4294836224 URL: Vendor: Mozilla Version: 43.0.1 Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 1 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [UDP/IP] : 2 : 2 : MSAFD Tcpip [RAW/IP] : 2 : 3 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [TCP/IPv6] : 2 : 1 : MSAFD Tcpip [UDP/IPv6] : 2 : 2 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [RAW/IPv6] : 2 : 3 : RSVP TCPv6 Service Provider : 2 : 1 : %SystemRoot%\system32\mswsock.dll RSVP TCP Service Provider : 2 : 1 : RSVP UDPv6 Service Provider : 2 : 2 : %SystemRoot%\system32\mswsock.dll RSVP UDP Service Provider : 2 : 2 : useragent_locale: en-US This report also contains technical information about the state of the application when it crashed.
Attached screenshots

Additional System Details

Installed Plug-ins

Not sure, can't start FF

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.101 Safari/537.36

More Information

philipp
  • Top 25 Contributor
  • Moderator
5332 solutions 23541 answers

Helpful Reply

hi, thanks for providing a crash report id. this may be an issue caused by your norton security software that is hooking into firefox and causing it to crash (maybe through a program/signature update done by them). can you please try to disable norton temporarily and see if you can get firefox to launch again & please also get in contact with their support...

hi, thanks for providing a crash report id. this may be an issue caused by your norton security software that is hooking into firefox and causing it to crash (maybe through a program/signature update done by them). can you please try to disable norton temporarily and see if you can get firefox to launch again & please also get in contact with their support...

Question owner

philipp said

hi, thanks for providing a crash report id. this may be an issue caused by your norton security software that is hooking into firefox and causing it to crash (maybe through a program/signature update done by them). can you please try to disable norton temporarily and see if you can get firefox to launch again & please also get in contact with their support...

Thank for fast reply, Philipp.

Our company are using SEP (Symantec endpoint protection) as antivirus/firewall software.

Can you help me to specify which path on the crash log above, where you can determine this is caused by antivirus software? Hence, I can forward this error to our security team for their analysis support?

''philipp [[#answer-916136|said]]'' <blockquote> hi, thanks for providing a crash report id. this may be an issue caused by your norton security software that is hooking into firefox and causing it to crash (maybe through a program/signature update done by them). can you please try to disable norton temporarily and see if you can get firefox to launch again & please also get in contact with their support... </blockquote> Thank for fast reply, Philipp. Our company are using SEP (Symantec endpoint protection) as antivirus/firewall software. Can you help me to specify which path on the crash log above, where you can determine this is caused by antivirus software? Hence, I can forward this error to our security team for their analysis support?
philipp
  • Top 25 Contributor
  • Moderator
5332 solutions 23541 answers

Helpful Reply

hi stupidcat, you can refer your security team to https://bugzilla.mozilla.org/show_bug.cgi?id=1302343 where we track the issue at mozilla & http://www.symantec.com/connect/forums/firefox-problem-after-sep-update

hi stupidcat, you can refer your security team to https://bugzilla.mozilla.org/show_bug.cgi?id=1302343 where we track the issue at mozilla & http://www.symantec.com/connect/forums/firefox-problem-after-sep-update

Question owner

philipp said

hi stupidcat, you can refer your security team to https://bugzilla.mozilla.org/show_bug.cgi?id=1302343 where we track the issue at mozilla & http://www.symantec.com/connect/forums/firefox-problem-after-sep-update

Dear Philipp,

I already passed the information to our security team. We 'll try the rollback option and looking forward to new update from Symantec Support.

Once again, thank you very much! I really appreciate your help.

''philipp [[#answer-916440|said]]'' <blockquote> hi stupidcat, you can refer your security team to https://bugzilla.mozilla.org/show_bug.cgi?id=1302343 where we track the issue at mozilla & http://www.symantec.com/connect/forums/firefox-problem-after-sep-update </blockquote> Dear Philipp, I already passed the information to our security team. We 'll try the rollback option and looking forward to new update from Symantec Support. Once again, thank you very much! I really appreciate your help.

Modified by stupidcat