Start Firefox in Safe Mode {web link}

A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?

While still in Safe Mode,

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 recent 7 - 10 Submitted crash reports, and copy them. Now go to the reply box and paste them in.

For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support

Thanks for the reply Fred. Yep, did as you suggested & there are no crash reports shown.

To verify I refreshed, tried to save an image & got the same result then went back into safe mode & took the above screenshot. See attached.

I also tried to save the image while in safe mode with the same result.

Does that provide a clue?

Dave

Hii, please follow the steps below to provide us crash IDs to help us learn more about your crash.

   Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
   Copy the 5 most recent Report IDs that start with bp- and then go back to your forum question and paste those IDs into the "Post a Reply" box. 

Note: If a recent Report ID does not start with bp- click on it to submit the report.

(Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.)

aboutcrashesFx29

Thank you for your help!

More information and further troubleshooting steps can be found in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article.

Anamika, Please see the reply & image sent to Fred above, there are NO crash ID entries. And yes I have followed the steps as per instructions.

Thanks, Dave

hello dave,

please follow the instruction and step

I have worked my way through your suggestions and found no cure. The process did however identify some aspects of the fault that may be useful to you.

Firstly, any activity that involves "selecting a folder" causes a "Firefox not responding" error. For example trying to change the downloads folder in 'Firefox Options' instigates the fault. Also "Open File" from the pull down "File" menu instigates the fault (this I think may be particularly significant as this action is not actually trying to download or save any file, one is just trying to select a folder). This, of course, also effects any activity using "Save As" or "Save To" as well as "Save Page As".

Downloads, for example, work fine if you just "Save" to the previously configured download folder, but does not work if the Options configuration is set to "Always ask where to save".

Specifically from the trouble shooting tutorial:

1) Deleting "pluginreg.dat" file made no difference. 2) Deleting "mineTypes.rdf" file made no difference. 3) Clearing ALL Firefox 'History / Cache / Temp files etc etc" made no difference. My Firefox is configured to automatically delete all this clutter on exit anyway. 4) No "browser.download.*******" entries in about:config were marked "user set". Note: only one of the the entries listed in the tutorial was present, "browser.download.useDownloadDir" and this was set to default. 5) Entry "browser.download.manager.scanWhenDone" was not present, it wasn't listed in about:config. 6) No additional third party "Download Managers" are installed. 7) Also, temporarily disabling my anti-virus protection made no difference.

As per your suggestion I installed the "Save Image" add-on, again any action that involved selecting a folder instigated the fault. In the extension configuration page, I had to resort to manually typing in the save folder, using the folder browse button instigated the fault. I also noted that the radio buttons for selecting predefined folders were greyed out and unselectable. This extension did save ALL images on a page, but I could not find a way of selecting a specific image in isolation, Also any use of "Save As" or "Save To" initiated the fault.

With regard to 'plugins & extensions', the first thing I did before posting my original post was to disable ALL plugins & extensions, and also initiate the latest version check function. Again, updating and disabling made no difference.

In conclusion. it seems that it is the "selection of a folder" activity that is the root cause of the problem, not a 'save' issue in itself.

Note: All other programs on my PC, including Internet Explorer work as expected without issue. At least for as many as I have currently checked.

EDIT 1: Since posting this reply I have done some more checking of my other applications, in the main, all the "Save As and Open" functions work as expected. I have however found one non Firefox application issue.

In Internet Explorer, "Save As" and "Open File" operate correctly, but if you're on a web page that includes a "Browse for File to Upload" button. Say for example you want to use an on-line service to convert a PDF file on your HDD to Word etc. Then clicking on the within web page "Browse" button opens the search folders dialogue window that immediately freezes and crashes Internet Explorer the same as it does in Firefox. In all other respects, Internet Explorer (I'm using version 11) seems to be functioning without error.

EDIT 2: Since I described the Internet Explorer issue in EDIT 1 above, It was clear that the issue affected two browsers rather than just Firefox in isolation. I knew that Firefox wasn't faulty on March 15th (refer to original post), so I thought I would use Windows 'System Restore' to put my PC back to an earlier known good working state. The nearest date available in System Restore database to March 15th was March 17th. At the end of the System restore process I got a message that System Restore had been unable to complete successfully due to a missing file and that no changes had been made.

I checked the Firefox version and saw that it was still the later version 28 (as expected if System restore hadn't been successful), but also found that the "save image" and "open file" error had gone away and Firefox was working normally. For how long is another matter. I will be monitoring the situation closely and try a couple of PC re-boots. I have in the past had the situation where System Restore has fixed a problem only to have it re-appear after a re-boot. If the fix doesn't hold I will update this post. If the fix does hold, then I will mark the issue as solved.

EDIT 3: After a couple of re-boots and a check on Windows Update to ensure all previous updates were still installed. Firefox fix seems to be holding OK. Also, a check in System Restore database confirms that running 'System Restore' did NOT revert PC back to an earlier time just as it reported.

i hope resolve your problem then reply me back.

Thank you!

Start your Computer in safe mode with network support. Then start Firefox. Try Secure websites. Is the problem still there?

http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode Starting Any Computer In Safe Mode; Free Online Encyclopedia

Arman, Firstly thank you for your comprehensive email & the data, really appreciated. I had a voluminous reply which I proceeded to delete when I closed FF without sending it. Bugger!

Basically, I did most of what you have done & got similar results. However today I tried to do the same things; save as pdf to a file & also save an image using right click, 'Save Image As' to a file & both are now working... No idea why. All windows software is the same (virus definitions are constantly updated) FF is version 77.0.1 & yet it's now operating as before. Strange.

Once again many thanks for the speedy & detailed info. Dave

Fred, Apologies for not replying sooner, have been battling getting in to Safe Mode & have failed spectacularly such that I am STILL unable to go there. I get a fairly common notification that my password is incorrect & I am unable to go any further. I have followed the myriad 'help' suggestions found on the MS site which all seem to lead to a screen where I need my password which is 'incorrect'. I can log in to my MS profile no dramas which uses the same password as I use on my PC. Suspect there is a way to reset the password on my laptop & obtain access to Safe Mode but it is beyond my limited skill set.

As it is & mentioned to Arman above, the whole issue seems to have gone away - the one about not being able to save pdf or image files from the browser. The problem of getting in to Safe Mode does most definitely exist however that isn't a FF issue.

Thank you too for your prompt reply & suggestions. I go now to do battle with MS. Dave