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Firefox crashes on start up

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i have tried lots of things including clean ups etc. so i uninstalled and clean installed firefox. tried the stub version- no good. found a full download - installed but crashes on start up too....still not working. Same problem in safe mode - crashed on start up. it was working yesterday then the laptop updated but firefox hasnt worked since the auto update last night. Crash ID: bp-e914a219-db64-4cda-bbe5-bc94e1170523 i get this report under the details tab....

i have tried lots of things including clean ups etc. so i uninstalled and clean installed firefox. tried the stub version- no good. found a full download - installed but crashes on start up too....still not working. Same problem in safe mode - crashed on start up. it was working yesterday then the laptop updated but firefox hasnt worked since the auto update last night. Crash ID: bp-e914a219-db64-4cda-bbe5-bc94e1170523 i get this report under the details tab....

Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110 Safari/537.36

More Information

Tomatoshadow2 20 solutions 242 answers

Did you try with a new profile?

Did you try with a new profile?
FredMcD
  • Top 10 Contributor
4246 solutions 59401 answers

Product Firefox Release Channel release Version 53.0.3 Build ID 20170518000419 OS Windows 10 OS Version 10.0.14393

bp-e914a219-db64-4cda-bbe5-bc94e1170523 Signature: StringCopyWorkerW

mbae.dll = Malwarebytes Anti-Exploit

aswhookx.dll = Avast


Update Malwarebytes. If there is still a problem, disable it.

Update Avast. If there is still a problem, disable it.

Product Firefox Release Channel release Version 53.0.3 Build ID 20170518000419 OS Windows 10 OS Version 10.0.14393 bp-e914a219-db64-4cda-bbe5-bc94e1170523 Signature: StringCopyWorkerW mbae.dll = Malwarebytes Anti-Exploit aswhookx.dll = Avast ----------------------- Update '''Malwarebytes.''' If there is still a problem, disable it. Update '''Avast.''' If there is still a problem, disable it.

Question owner

Fred. thank you for your help but still not running.I also found a massive code when i clicked on details but its waaaaayyyy too long to fit it all in a picture i think here is the start of it.... AdapterDeviceID: 0x0106 AdapterDriverVersion: 9.17.10.4459 AdapterSubsysID: 1858103c AdapterVendorID: 0x8086 AvailablePageFile: 6429134848 AvailablePhysicalMemory: 2191732736 AvailableVirtualMemory: 3860623360 BlockedDllList: BreakpadReserveAddress: 49414144 BreakpadReserveSize: 67108864 BuildID: 20170518000419 CPUMicrocodeVersion: 0x29 CrashTime: 1495589577 InstallTime: 1495562107 Notes: FP(D00-L1000-W00001000-T000) AdapterVendorID: 0x8086, AdapterDeviceID: 0x0106, AdapterSubsysID: 1858103c, AdapterDriverVersion: 9.17.10.4459 D2D1.1? DWrite? DWrite+ D2D1.1+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SafeMode: 0 SecondsSinceLastCrash: 357 StackTraces: {"crash_info":{"address":"0xe0106ac","crashing_thread":0,"type":"EXCEPTION_ACCESS_VIOLATION_WRITE"},"main_module":0,"modules":[{"base_addr":"0xa90000","code_id":"591D55D181000","debug_file":"firefox.pdb","debug_id":"A314B4304B8347C99AE3B966C3A60ED42","end_addr":"0xb11000","filename":"firefox.exe","version":"53.0.3.6347"},{"base_addr":"0x67b40000","code_id":"573DFC10ab3000","debug_file":"igd10umd32.pdb","debug_id":"F5C0A07AF11346FC997D8CB23A92BD221","end_addr":"0x685f3000","filename":"igd10umd32.dll","version":"9.17.10.4459"},{"base_addr":"0x69000000","code_id":"585A03FD4d8000","debug_file":"d2d1.pdb","debug_id":"08FAFC889EF34E90A4BED1D577B4C2331","end_addr":"0x694d8000","filename":"d2d1.dll","version":"10.0.14393.693"},{"base_addr":"0x694e0000","code_id":"590284D6f1000","debug_file":"twinapi.appcore.pdb","debug_id":"FA41BC126ED94DDF97AC2A8BEF2DC4591","end_addr":"0x695d1000","filename":"twinapi.appcore.dll","version":"10.0.14393.1198"},{"base_addr":"0x695e0000","code_id":"57898E1B113000","debug_file":"dcomp.pdb","debug_id":"36E783CE836342BCBB336B53D3BC890D1","end_addr":"0x696f3000","filename":"dcomp.dll","version":"10.0.14393.0"},{"base_addr":"0x69700000","code_id":"58BA57CA230000","debug_file":"d3d11.pdb","debug_id":"51306410EBC24BB5B5D7178D5C6F774C1","end_addr":"0x69930000","filename":"d3d11.dll","version":"10.0.14393.953"},{"base_addr":"0x69930000","code_id":"57898FC314f000","debug_file":"propsys.pdb","debug_id":"906054ACF41D4C359AED26871B349B6D1","end_addr":"0x69a7f000","filename":"propsys.dll","version":"7.0.14393.0"},{"base_addr":"0x69a80000","code_id":"5902844C1f6000","debug_file":"DWrite.pdb","debug_id":"E3514AA7ABB7433EB5E8CED252C27C101","end_addr":"0x69c76000","filename":"DWrite.dll","version":"10.0.14393.1198"},{"base_addr":"0x69c80000","code_id":"591D59FB318a000","debug_file":"xul.pdb","debug_id":"33414C9AC26F4CDF9B439768788AA04D2","end_addr":"0x6ce0a000","filename":"xul.dll","version":"53.0.3.6347"},{"base_addr":"0x6e3c0000","code_id":"58BA5BC785000","debug_file":"mscms.pdb","debug_id":"A94FF19E58B9453E93BE8D322549C5371","end_addr":"0x6e445000","filename":"mscms.dll","version":"10.0.14393.953"},{"base_addr":"0x6e450000","code_id":"578990A475000","debug_file":"wUxTheme.pdb","debug_id":"D5E91B991EEB4100835484A8811DF0C71","end_addr":"0x6e4c5000","filename":"uxtheme.dll","version":"10.0.14393.0"},{"base_addr":"0x6e500000","code_id":"5789911C2e000","debug_file":"XmlLite.pdb","debug_id":"77B46F039BE8493EA9644126BDD9A90D1","end_addr":"0x6e52e000","filename":"xmllite.dll","version":"10.0.14393.0"},{"base_addr":"0x6e530000","code_id":"58BA5BC783000","debug_file":"dxgi.pdb","debug_id":"79AA9FCA26874C73A899351D0AABF8301","end_addr":"0x6e5b3000","filename":"dxgi.dll","version":"10.0.14393.953"},{"base_addr":"0x6e5c0000","code_id":"57DAD2CA44000","debug_file":"DataExchange.pdb","debug_id":"3DE86451B12340DD8AFD7752455176531","end_addr":"0x6e604000","filename":"dataexchange.dll","version":"10.0.14393.206"},{"base_addr":"0x6e720000","code_id":"5789909E44000","debug_file":"pdh.pdb","debug_id":"16F5E77CA63D4D93868F47BD2B8FB1BD1","end_addr":"0x6e764000","filename":"pdh.dll","version":"10.0.14393.0"},{"base_addr":"0x6e770000","code_id":"591D55C9b0000","debug_file":"lgpllibs.pdb","debug_id":"96710539B72E41EDBF09AC1E5DDD64F22","end_addr":"0x6e820000","filename":"lgpllibs.dll","version":"53.0.3.6347"},{"base_addr":"0x6e850000","code_id":"578991786000","debug_file":"msimg32.pdb","debug_id":"0A182050ADD647E79326F78623F0157B1","end_addr":"0x6e856000","filename":"msimg32.dll","version":"10.0.14393.0"},{"base_addr":"0x6e860000","code_id":"5789919417000","debug_file":"usp10.pdb","debug_id":"8A4964EDBEEF498A981EA72E28F4D9801","end_addr":"0x6e877000","filename":"usp10.dll","version":"10.0.14393.0"},{"base_addr":"0x6e880000","code_id":"578990A023000","debug_file":"WINMMBASE.pdb","debug_id":"3823FCF3BD524C2296628E386F7717531","end_addr":"0x6e8a3000","filename":"WINMMBASE.dll","version":"10.0.14393.0"},{"base_addr":"0x6e8b0000","code_id":"578990AE24000","debug_file":"winmm.pdb","debug_id":"CDF8968E183544358D246E314F1DCF2D1","end_addr":"0x6e8d4000","filename":"winmm.dll","version":"10.0.14393.0"},{"base_addr":"0x6e980000","code_id":"57999B063000","debug_file":"api-ms-win-crt-locale-l1-1-0.pdb","debug_id":"F39F756FE28A4E03BFC9660327900A1F1","end_addr":"0x6e983000","filename":"api-ms-win-crt-locale-l1-1-0.dll","version":"10.0.14393.33"},{"base_addr":"0x6e990000","code_id":"591D55D012f000","debug_file":"nss3.pdb","debug_id":"D0DDF57D6CC64CA183CEC27F11E2FD7A2","end_addr":"0x6eabf000","filename":"nss3.dll","version":"53.0.3.6347"},{"base_addr":"0x6eac0000","code_id":"57999AF55000","debug_file":"api-ms-win-crt-multibyte-l1-1-0.pdb","debug_id":"17313201382F443189CC768799F252411","end_addr":"0x6eac5000","filename":"api-ms-win-crt-multibyte-l1-1-0.dll","version":"10.0.14393.33"},{"base_addr":"0x6ead0000","code_id":"57999B113000","debug_file":"api-ms-win-crt-utility-l1-1-0.pdb","debug_id":"22B37FB2FAC640F5B539D1B29E0BC2871","end_addr":"0x6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Fred. thank you for your help but still not running.I also found a massive code when i clicked on details but its waaaaayyyy too long to fit it all in a picture i think here is the start of it.... AdapterDeviceID: 0x0106 AdapterDriverVersion: 9.17.10.4459 AdapterSubsysID: 1858103c AdapterVendorID: 0x8086 AvailablePageFile: 6429134848 AvailablePhysicalMemory: 2191732736 AvailableVirtualMemory: 3860623360 BlockedDllList: BreakpadReserveAddress: 49414144 BreakpadReserveSize: 67108864 BuildID: 20170518000419 CPUMicrocodeVersion: 0x29 CrashTime: 1495589577 InstallTime: 1495562107 Notes: FP(D00-L1000-W00001000-T000) AdapterVendorID: 0x8086, AdapterDeviceID: 0x0106, AdapterSubsysID: 1858103c, AdapterDriverVersion: 9.17.10.4459 D2D1.1? DWrite? DWrite+ D2D1.1+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SafeMode: 0 SecondsSinceLastCrash: 357 StackTraces: {"crash_info":{"address":"0xe0106ac","crashing_thread":0,"type":"EXCEPTION_ACCESS_VIOLATION_WRITE"},"main_module":0,"modules":[{"base_addr":"0xa90000","code_id":"591D55D181000","debug_file":"firefox.pdb","debug_id":"A314B4304B8347C99AE3B966C3A60ED42","end_addr":"0xb11000","filename":"firefox.exe","version":"53.0.3.6347"},{"base_addr":"0x67b40000","code_id":"573DFC10ab3000","debug_file":"igd10umd32.pdb","debug_id":"F5C0A07AF11346FC997D8CB23A92BD221","end_addr":"0x685f3000","filename":"igd10umd32.dll","version":"9.17.10.4459"},{"base_addr":"0x69000000","code_id":"585A03FD4d8000","debug_file":"d2d1.pdb","debug_id":"08FAFC889EF34E90A4BED1D577B4C2331","end_addr":"0x694d8000","filename":"d2d1.dll","version":"10.0.14393.693"},{"base_addr":"0x694e0000","code_id":"590284D6f1000","debug_file":"twinapi.appcore.pdb","debug_id":"FA41BC126ED94DDF97AC2A8BEF2DC4591","end_addr":"0x695d1000","filename":"twinapi.appcore.dll","version":"10.0.14393.1198"},{"base_addr":"0x695e0000","code_id":"57898E1B113000","debug_file":"dcomp.pdb","debug_id":"36E783CE836342BCBB336B53D3BC890D1","end_addr":"0x696f3000","filename":"dcomp.dll","version":"10.0.14393.0"},{"base_addr":"0x69700000","code_id":"58BA57CA230000","debug_file":"d3d11.pdb","debug_id":"51306410EBC24BB5B5D7178D5C6F774C1","end_addr":"0x69930000","filename":"d3d11.dll","version":"10.0.14393.953"},{"base_addr":"0x69930000","code_id":"57898FC314f000","debug_file":"propsys.pdb","debug_id":"906054ACF41D4C359AED26871B349B6D1","end_addr":"0x69a7f000","filename":"propsys.dll","version":"7.0.14393.0"},{"base_addr":"0x69a80000","code_id":"5902844C1f6000","debug_file":"DWrite.pdb","debug_id":"E3514AA7ABB7433EB5E8CED252C27C101","end_addr":"0x69c76000","filename":"DWrite.dll","version":"10.0.14393.1198"},{"base_addr":"0x69c80000","code_id":"591D59FB318a000","debug_file":"xul.pdb","debug_id":"33414C9AC26F4CDF9B439768788AA04D2","end_addr":"0x6ce0a000","filename":"xul.dll","version":"53.0.3.6347"},{"base_addr":"0x6e3c0000","code_id":"58BA5BC785000","debug_file":"mscms.pdb","debug_id":"A94FF19E58B9453E93BE8D322549C5371","end_addr":"0x6e445000","filename":"mscms.dll","version":"10.0.14393.953"},{"base_addr":"0x6e450000","code_id":"578990A475000","debug_file":"wUxTheme.pdb","debug_id":"D5E91B991EEB4100835484A8811DF0C71","end_addr":"0x6e4c5000","filename":"uxtheme.dll","version":"10.0.14393.0"},{"base_addr":"0x6e500000","code_id":"5789911C2e000","debug_file":"XmlLite.pdb","debug_id":"77B46F039BE8493EA9644126BDD9A90D1","end_addr":"0x6e52e000","filename":"xmllite.dll","version":"10.0.14393.0"},{"base_addr":"0x6e530000","code_id":"58BA5BC783000","debug_file":"dxgi.pdb","debug_id":"79AA9FCA26874C73A899351D0AABF8301","end_addr":"0x6e5b3000","filename":"dxgi.dll","version":"10.0.14393.953"},{"base_addr":"0x6e5c0000","code_id":"57DAD2CA44000","debug_file":"DataExchange.pdb","debug_id":"3DE86451B12340DD8AFD7752455176531","end_addr":"0x6e604000","filename":"dataexchange.dll","version":"10.0.14393.206"},{"base_addr":"0x6e720000","code_id":"5789909E44000","debug_file":"pdh.pdb","debug_id":"16F5E77CA63D4D93868F47BD2B8FB1BD1","end_addr":"0x6e764000","filename":"pdh.dll","version":"10.0.14393.0"},{"base_addr":"0x6e770000","code_id":"591D55C9b0000","debug_file":"lgpllibs.pdb","debug_id":"96710539B72E41EDBF09AC1E5DDD64F22","end_addr":"0x6e820000","filename":"lgpllibs.dll","version":"53.0.3.6347"},{"base_addr":"0x6e850000","code_id":"578991786000","debug_file":"msimg32.pdb","debug_id":"0A182050ADD647E79326F78623F0157B1","end_addr":"0x6e856000","filename":"msimg32.dll","version":"10.0.14393.0"},{"base_addr":"0x6e860000","code_id":"5789919417000","debug_file":"usp10.pdb","debug_id":"8A4964EDBEEF498A981EA72E28F4D9801","end_addr":"0x6e877000","filename":"usp10.dll","version":"10.0.14393.0"},{"base_addr":"0x6e880000","code_id":"578990A023000","debug_file":"WINMMBASE.pdb","debug_id":"3823FCF3BD524C2296628E386F7717531","end_addr":"0x6e8a3000","filename":"WINMMBASE.dll","version":"10.0.14393.0"},{"base_addr":"0x6e8b0000","code_id":"578990AE24000","debug_file":"winmm.pdb","debug_id":"CDF8968E183544358D246E314F1DCF2D1","end_addr":"0x6e8d4000","filename":"winmm.dll","version":"10.0.14393.0"},{"base_addr":"0x6e980000","code_id":"57999B063000","debug_file":"api-ms-win-crt-locale-l1-1-0.pdb","debug_id":"F39F756FE28A4E03BFC9660327900A1F1","end_addr":"0x6e983000","filename":"api-ms-win-crt-locale-l1-1-0.dll","version":"10.0.14393.33"},{"base_addr":"0x6e990000","code_id":"591D55D012f000","debug_file":"nss3.pdb","debug_id":"D0DDF57D6CC64CA183CEC27F11E2FD7A2","end_addr":"0x6eabf000","filename":"nss3.dll","version":"53.0.3.6347"},{"base_addr":"0x6eac0000","code_id":"57999AF55000","debug_file":"api-ms-win-crt-multibyte-l1-1-0.pdb","debug_id":"17313201382F443189CC768799F252411","end_addr":"0x6eac5000","filename":"api-ms-win-crt-multibyte-l1-1-0.dll","version":"10.0.14393.33"},{"base_addr":"0x6ead0000","code_id":"57999B113000","debug_file":"api-ms-win-crt-utility-l1-1-0.pdb","debug_id":"22B37FB2FAC640F5B539D1B29E0BC2871","end_addr":"0x6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Question owner

maybe missing files after a clean up? it doesnt look pretty what ever has happened. im a complete noob when it comes to all this tech stuff so i appreciate your time and help guys I really do!!

maybe missing files after a clean up? it doesnt look pretty what ever has happened. im a complete noob when it comes to all this tech stuff so i appreciate your time and help guys I really do!!

Question owner

I think i may even back up and just restore factory settings. lt would be like a I have a new laptop then anyway :)

I think i may even back up and just restore factory settings. lt would be like a I have a new laptop then anyway :)
FredMcD
  • Top 10 Contributor
4246 solutions 59401 answers

lilsmokey857 said

maybe missing files after a clean up?

Let’s do a full clean re-install; Download Firefox For All languages And Systems {web link}

Save the file. Then Close Firefox.

Using your file browser, open the Programs Folder on your computer.

Windows: C:\Program Files C:\Program Files (x86)

Mac: Open the "Applications" folder. https://support.mozilla.org/en-US/kb/how-download-and-install-firefox-mac

Linux: Check your user manual. If you installed Firefox with the distro-based package manager, you should use the same way to uninstall it. See Install Firefox on Linux; https://support.mozilla.org/en-US/kb/install-firefox-linux

If you downloaded and installed the binary package from the Firefox download page, simply remove the folder Firefox in your home directory. http://www.mozilla.org/firefox#desktop ++++++++++++++++++++++++++++ Do Not remove the profiles folder.

Look for, and rename any Mozilla or Firefox program folders by adding .old to them. Do not rename the Mozilla Thunderbird folder if there is one.

After rebooting the computer, run a registry scanner if you have one. Then run the installer. If all goes well, remove the OLD folders when you are done. +++++++++++++++++++++++++++ If there is a problem, start your Computer in safe mode and try again.

http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode This shows how to Start all Computers in Safe Mode; Free Online Encyclopedia

''lilsmokey857 [[#answer-971335|said]]'' <blockquote> maybe missing files after a clean up? </blockquote> Let’s do a full clean re-install; [http://www.mozilla.org/en-US/firefox/all/ Download Firefox For All languages And Systems] {web link} Save the file. Then '''Close Firefox. ''' Using your file browser, open the '''Programs Folder''' on your computer. '''Windows: ''' C:\Program Files C:\Program Files (x86) '''Mac: ''' Open the "Applications" folder. https://support.mozilla.org/en-US/kb/how-download-and-install-firefox-mac '''Linux: ''' Check your user manual. If you installed Firefox with the distro-based package manager, you should use the same way to uninstall it. See Install Firefox on Linux; https://support.mozilla.org/en-US/kb/install-firefox-linux If you downloaded and installed the binary package from the Firefox download page, simply remove the folder Firefox in your home directory. http://www.mozilla.org/firefox#desktop ++++++++++++++++++++++++++++ '''Do Not''' remove the profiles folder. Look for, and rename any '''Mozilla''' or '''Firefox''' program folders by adding .old to them. Do not rename the '''Mozilla Thunderbird''' folder if there is one. After rebooting the computer, run a registry scanner if you have one. Then run the installer. If all goes well, remove the OLD folders when you are done. +++++++++++++++++++++++++++ If there is a problem, start your '''Computer''' in safe mode and try again. http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode This shows how to Start all Computers in Safe Mode; Free Online Encyclopedia

Question owner

nope.... still not working. Also Libre Office crashes when i try to make the page margins wider? i right click and click page settings but stops responding then an error message pops up. only happening after the auto update too. things just dont seem to be working right at all :(

im currently backing up just incase.

nope.... still not working. Also Libre Office crashes when i try to make the page margins wider? i right click and click page settings but stops responding then an error message pops up. only happening after the auto update too. things just dont seem to be working right at all :( im currently backing up just incase.
FredMcD
  • Top 10 Contributor
4246 solutions 59401 answers
Use these links to create a new profile. Use this new profile '''as is. ''' Is the problem still there? http://kb.mozillazine.org/Profile_folder_-_Firefox#Navigating_to_the_profile_folder https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles https://support.mozilla.org/en-US/kb/how-run-firefox-when-profile-missing-inaccessible Type '''about:profiles'''<enter> in the address bar.

Question owner

problems still exist. I can not open any screen that is to do with firefox. iv tried running the profile manager through the run firefox.exe -P and i still get the crash report instantly. i backed my files up onto disk to reset the laptop but i cant even restore to factory settings. i cant get onto firefox i cant access, create or remove profiles sometimes i get denied access to the mozilla folder. other programmes like libreoffice is playing up. i cant restore to an earlier date. i dont know what the hell has happened. this is so annoying!!!

problems still exist. I can not open any screen that is to do with firefox. iv tried running the profile manager through the run firefox.exe -P and i still get the crash report instantly. i backed my files up onto disk to reset the laptop but i cant even restore to factory settings. i cant get onto firefox i cant access, create or remove profiles sometimes i get denied access to the mozilla folder. other programmes like libreoffice is playing up. i cant restore to an earlier date. i dont know what the hell has happened. this is so annoying!!!
philipp
  • Top 25 Contributor
  • Moderator
5306 solutions 23424 answers

the crashes seem to happen at startup when firefox tries to get the icm settings from the operating system - https://en.wikipedia.org/wiki/Color_management

not really sure how to troubleshoot that, but resetting the whole system is certainly a good way to go about that...

the crashes seem to happen at startup when firefox tries to get the icm settings from the operating system - https://en.wikipedia.org/wiki/Color_management not really sure how to troubleshoot that, but resetting the whole system is certainly a good way to go about that...

Question owner

Hi Philip and thanks for the input here. Unfortunately i am unable to perform a system restore to its factory settings. I tried this a few times and it fails because while restoring it "encountered a problem" and then gives me the option to revert back to windows 10, switch off, USB drive option and some other option. I can only shut down or go back to windows 10. I have a HP650 in case that's any help?

Hi Philip and thanks for the input here. Unfortunately i am unable to perform a system restore to its factory settings. I tried this a few times and it fails because while restoring it "encountered a problem" and then gives me the option to revert back to windows 10, switch off, USB drive option and some other option. I can only shut down or go back to windows 10. I have a HP650 in case that's any help?

Question owner

found this in the mozilla file within APPDATA - Crash Report - bp-135c97d1-4052-4f5a-9e0f-3120e1170524

found this in the mozilla file within APPDATA - Crash Report - bp-135c97d1-4052-4f5a-9e0f-3120e1170524
FredMcD
  • Top 10 Contributor
4246 solutions 59401 answers

bp-: 135c97d1-4052-4f5a-9e0f-3120e1170524 Signature: StringCopyWorkerW


Have you tried starting the Computer in Safe Mode?

You may have to contact a tech to take care of this.

bp-: 135c97d1-4052-4f5a-9e0f-3120e1170524 Signature: StringCopyWorkerW ----------------- Have you tried starting the Computer in Safe Mode? You may have to contact a tech to take care of this.

Question owner

i have tried it in safe mode and the same thing happens. iv also tried to restore to factory settings in safe mode and again tells me that there was a problem.

i have tried it in safe mode and the same thing happens. iv also tried to restore to factory settings in safe mode and again tells me that there was a problem.
FredMcD
  • Top 10 Contributor
4246 solutions 59401 answers
Use these links to create a new profile. Use this new profile '''as is. ''' Is the problem still there? http://kb.mozillazine.org/Profile_folder_-_Firefox#Navigating_to_the_profile_folder https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles https://support.mozilla.org/en-US/kb/how-run-firefox-when-profile-missing-inaccessible Type '''about:profiles'''<enter> in the address bar.

Question owner

I have tried all three of the above and still the same thing is happening.

i cant open firefox window to type about:profiles in the address bar.

When i run in safe mode... i am able to adjust the page settings in libra office i.e. page margins, where as when in normal mode i libra office "encounters a problem" and closes completely without saving. I am still having problems starting firefox as well as doing a complete factory rest in safe mode.

I cant start firefox to change add or remove profiles.

i haveuninstalled Firefox then renamed the firefox folder to Firefoxold, complete fresh clean install and still the same thing happens. i tried the same process with both British and US languages but still doing the same thing.

i have added a image that i put together using screen shots showing some different things that appear....so hope that can help?

I have tried all three of the above and still the same thing is happening. i cant open firefox window to type about:profiles in the address bar. When i run in safe mode... i am able to adjust the page settings in libra office i.e. page margins, where as when in normal mode i libra office "encounters a problem" and closes completely without saving. I am still having problems starting firefox as well as doing a complete factory rest in safe mode. I cant start firefox to change add or remove profiles. i haveuninstalled Firefox then renamed the firefox folder to Firefoxold, complete fresh clean install and still the same thing happens. i tried the same process with both British and US languages but still doing the same thing. i have added a image that i put together using screen shots showing some different things that appear....so hope that can help?

Question owner

I tried another system restore to factory settings. I selected to restore and clean disks...went through the menus and it started restoring...the changed to say "undoing changes". Another box popped up and i was told it created a log file in C:/Windows/System32/Log Files/srt/srtTrail.txt

this is what the log file said...

Startup Repair diagnosis and repair log


Last successful boot time: ‎25/‎05/‎2017 12:33:38 (GMT) Number of repair attempts: 1

Session details


System Disk = \Device\Harddisk0 Windows directory = C:\WINDOWS AutoChk Run = 0 Number of root causes = 1

Test Performed:


Name: Check for updates Result: Completed successfully. Error code = 0x0 Time taken = 0 ms

Test Performed:


Name: System disk test Result: Completed successfully. Error code = 0x0 Time taken = 15 ms

Test Performed:


Name: Disk failure diagnosis Result: Completed successfully. Error code = 0x0 Time taken = 0 ms

Test Performed:


Name: Disk metadata test Result: Completed successfully. Error code = 0x0 Time taken = 16 ms

Test Performed:


Name: Target OS test Result: Completed successfully. Error code = 0x0 Time taken = 344 ms

Test Performed:


Name: Volume content check Result: Completed successfully. Error code = 0x0 Time taken = 1797 ms

Test Performed:


Name: Boot manager diagnosis Result: Completed successfully. Error code = 0x0 Time taken = 0 ms

Test Performed:


Name: System boot log diagnosis Result: Completed successfully. Error code = 0x0 Time taken = 0 ms

Test Performed:


Name: Event log diagnosis Result: Completed successfully. Error code = 0x0 Time taken = 93 ms

Test Performed:


Name: Internal state check Result: Completed successfully. Error code = 0x0 Time taken = 0 ms

Test Performed:


Name: Boot status test Result: Completed successfully. Error code = 0x0 Time taken = 32 ms

Root cause found:


Boot status indicates that the OS booted successfully.



I tried another system restore to factory settings. I selected to restore and clean disks...went through the menus and it started restoring...the changed to say "undoing changes". Another box popped up and i was told it created a log file in C:/Windows/System32/Log Files/srt/srtTrail.txt this is what the log file said... Startup Repair diagnosis and repair log --------------------------- Last successful boot time: ‎25/‎05/‎2017 12:33:38 (GMT) Number of repair attempts: 1 Session details --------------------------- System Disk = \Device\Harddisk0 Windows directory = C:\WINDOWS AutoChk Run = 0 Number of root causes = 1 Test Performed: --------------------------- Name: Check for updates Result: Completed successfully. Error code = 0x0 Time taken = 0 ms Test Performed: --------------------------- Name: System disk test Result: Completed successfully. Error code = 0x0 Time taken = 15 ms Test Performed: --------------------------- Name: Disk failure diagnosis Result: Completed successfully. Error code = 0x0 Time taken = 0 ms Test Performed: --------------------------- Name: Disk metadata test Result: Completed successfully. Error code = 0x0 Time taken = 16 ms Test Performed: --------------------------- Name: Target OS test Result: Completed successfully. Error code = 0x0 Time taken = 344 ms Test Performed: --------------------------- Name: Volume content check Result: Completed successfully. Error code = 0x0 Time taken = 1797 ms Test Performed: --------------------------- Name: Boot manager diagnosis Result: Completed successfully. Error code = 0x0 Time taken = 0 ms Test Performed: --------------------------- Name: System boot log diagnosis Result: Completed successfully. Error code = 0x0 Time taken = 0 ms Test Performed: --------------------------- Name: Event log diagnosis Result: Completed successfully. Error code = 0x0 Time taken = 93 ms Test Performed: --------------------------- Name: Internal state check Result: Completed successfully. Error code = 0x0 Time taken = 0 ms Test Performed: --------------------------- Name: Boot status test Result: Completed successfully. Error code = 0x0 Time taken = 32 ms Root cause found: --------------------------- Boot status indicates that the OS booted successfully. --------------------------- ---------------------------

Question owner

on the mozilla crash site i enter the code and the crash reason states the following - EXCEPTION_ACCESS_VIOLATION_WRITE

Could the auto update possibly installed something that stops access? or maybe to do with administration rights?

on the mozilla crash site i enter the code and the crash reason states the following - EXCEPTION_ACCESS_VIOLATION_WRITE Could the auto update possibly installed something that stops access? or maybe to do with administration rights?
FredMcD
  • Top 10 Contributor
4246 solutions 59401 answers

Okay, let's try this;

Close Firefox. Open your file browser to this folder; C:\Users\==<User>==\AppData\Roaming\Mozilla\Firefox

Rename the file; profiles.ini by adding .old to it. This should force Firefox to create a new, clean profile.

Use this profile as is. is there any problem?

Okay, let's try this; Close Firefox. Open your file browser to this folder; '''C:\Users\'''==<User>=='''\AppData\Roaming\Mozilla\Firefox''' Rename the file; '''profiles.ini''' by adding '''.old''' to it. This should force Firefox to create a new, clean profile. Use this profile '''as is.''' is there any problem?

Modified by FredMcD

Question owner

By the way i had to use internet explorer to download and install google chrome because firefox stopped working. So I am using google chrome necause firefox will not allow me to do anything other than install it or uninstall it.

I did the above and the same crash happened.

i have noticed a few different strange clicking sounds happening too.

By the way i had to use internet explorer to download and install google chrome because firefox stopped working. So I am using google chrome necause firefox will not allow me to do anything other than install it or uninstall it. I did the above and the same crash happened. i have noticed a few different strange clicking sounds happening too.