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Firefox -safe-mode crashes on startup : 38.8.0 ESR

  • 13 odgovori
  • 3 ima ovaj problem
  • 208 views
  • Posljednji odgovor poslao nicolasecarnot

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Hello,

On windows XP + Seven + 2008 R2, firefox -safe-mode crashes on startup. The version is 38.8.0 ESR. Trying to cleanup to no avail.


Crash message below :


AdapterDeviceID: 0x0000 AdapterSubsysID: 00000000 AdapterVendorID: 0x0000 AvailablePageFile: 7732215808 AvailablePhysicalMemory: 6428602368 AvailableVirtualMemory: 4009979904 BIOS_Manufacturer: SeaBIOS BlockedDllList: BreakpadReserveAddress: 40894464 BreakpadReserveSize: 67108864 BuildID: 20160420141331 CrashTime: 1473747859 FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1473747855 Notes: AdapterVendorID: 0x0000, AdapterDeviceID: 0x0000, AdapterSubsysID: 00000000, AdapterDriverVersion: D3D11-WARP? D3D11-WARP+ D3D11 Layers? D3D11 Layers+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: esr StartupTime: 1473747855 SystemMemoryUsePercentage: 25 Throttleable: 1 TotalPageFile: 9931571200 TotalPhysicalMemory: 8589393920 TotalVirtualMemory: 4294836224 URL: Vendor: Mozilla Version: 38.8.0 Winsock_LSP: TCP/IP MSAFD [TCP/IP] : 2 : 1 : %SystemRoot%\system32\mswsock.dll

TCP/IP MSAFD [UDP/IP] : 2 : 2 :  
TCP/IP MSAFD [RAW/IP] : 2 : 3 : %SystemRoot%\system32\mswsock.dll 
TCP/IP MSAFD [TCP/IPv6] : 2 : 1 :  
TCP/IP MSAFD [UDP/IPv6] : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
TCP/IP MSAFD [RAW/IPv6] : 2 : 3 :  
Fournisseur de services RSVP TCPv6 : 2 : 1 : %SystemRoot%\system32\mswsock.dll 
Fournisseur de services RSVP TCP : 2 : 1 :  
Fournisseur de services RSVP UDPv6 : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
Fournisseur de services RSVP UDP : 2 : 2 : 

Ce rapport contient également des informations techniques sur l'état de l'application lors du plantage.

Izmjenjeno od strane nicolasecarnot

All Replies (13)

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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.

(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
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FredMcD said

In the address bar, type about:crashes

Hello,

Firefox is crashing ON STARTUP, so we have no access to the address bar.

Izmjenjeno od strane nicolasecarnot

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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...

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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...

OK,

We tried to disable Symantec Antivirus, to no avail : We witnessed the exact same behavior (crash on startup, crash report displaying).

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hey again nicolasecarnot, anpther user at https://support.mozilla.org/en-US/questions/1138691 confirmed that the issue was caused by a signature update of norton.

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philipp said

hey again nicolasecarnot, anpther user at https://support.mozilla.org/en-US/questions/1138691 confirmed that the issue was caused by a signature update of norton.

Yep I saw that.

Waiting for this user's answer with details... Found nothing obvious on Norton's website. FYI, 45.3 ESR does NOT crash in the same context.

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nicolasecarnot said

Firefox is crashing ON STARTUP, so we have no access to the address bar.

If you can't get Firefox to open, you will have to do this the hard way. https://support.mozilla.org/en-US/kb/mozillacrashreporter Open the file browser / explorer on your computer. Note: You may have to enable Show Hidden Folders / Files. Enter this in the address bar;

Windows: %APPDATA%\Mozilla\Firefox\Crash Reports\submitted Win 7/Vista: C:\Users\<username>\AppData\Roaming\Mozilla\Firefox\Crash Reports\submitted Win XP/2000: C:\Documents and Settings\<username>\Application Data\Mozilla\Firefox\Crash Reports\submitted

Mac OS: /Users/<username>/Library/Application Support/Firefox/Crash Reports/submitted Linux: /home/<username>/.mozilla/firefox/Crash Reports/submitted

Copy the last 5-7 Recent File Names in the folder. Post the information in the reply box below.

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FredMcD said

nicolasecarnot said
Firefox is crashing ON STARTUP, so we have no access to the address bar.

If you can't get Firefox to open, you will have to do this the hard way. https://support.mozilla.org/en-US/kb/mozillacrashreporter Open the file browser / explorer on your computer. Note: You may have to enable Show Hidden Folders / Files. Enter this in the address bar;

Windows: %APPDATA%\Mozilla\Firefox\Crash Reports\submitted Win 7/Vista: C:\Users\<username>\AppData\Roaming\Mozilla\Firefox\Crash Reports\submitted Win XP/2000: C:\Documents and Settings\<username>\Application Data\Mozilla\Firefox\Crash Reports\submitted

Mac OS: /Users/<username>/Library/Application Support/Firefox/Crash Reports/submitted Linux: /home/<username>/.mozilla/firefox/Crash Reports/submitted

Copy the last 5-7 Recent File Names in the folder. Post the information in the reply box below.

Thank you FredMcD,

Here they are :

bp-16c88122-c089-4eba-a90f-2a2b22160913.txt bp-17241778-f824-4ae0-b8d6-140972160913.txt bp-17d5482e-dd7f-469c-a313-eb8b62160913.txt bp-679a9c65-89c3-4aa2-a2c6-de8062160913.txt bp-7c61329a-9960-4fdb-843e-df6382160913.txt bp-a72fbdeb-e9c2-482e-88ee-92c182160913.txt bp-b6379da9-ace5-4dbf-88e8-064e22160913.txt bp-b7a77c57-609c-45e0-8d09-82ce62160913.txt bp-c69665d0-b17a-4b64-bdd6-ce2292160913.txt bp-c6e757dc-679b-4959-a0e8-042582160913.txt bp-df2c30f6-69b5-446b-9cb2-b0aed2160913.txt

Best regards.

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Cross link in case it helps rsnssi said

We did a rollback of the IPS Signatures to 09.09.2016 .. Seems to solve the problem at the Moment...
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nicolasecarnot, Presumably you use ESR for good reason, and probably have a mass deployment of Firefox, so for you reinstalling the latest (Release) version of Firefox is not an option. What is the actual software you use, is it something specified for Enterprise use, and probably having discounted licence for large numbers of users, If so it would be expected they would support ESR, but possibly only ESR45 not ESR38

I note you said

FYI, 45.3 ESR does NOT crash in the same context. 

By that are you saying ESR 45.3 is not crashing.

The Crash signatures are logged as being likely to be the Symantec issue. ( Except at present

  • bp-a72fbdeb-e9c2-482e-88ee-92c182160913
    Firefox 38.8.0esr Crash Report [@ vp9_filter_block1d4_v8_ssse3 ] )
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John99 said

nicolasecarnot, Presumably you use ESR for good reason, and probably have a mass deployment of Firefox, so for you reinstalling the latest (Release) version of Firefox is not an option. What is the actual software you use, is it something specified for Enterprise use, and probably having discounted licence for large numbers of users, If so it would be expected they would support ESR, but possibly only ESR45 not ESR38 I note you said FYI, 45.3 ESR does NOT crash in the same context. By that are you saying ESR 45.3 is not crashing. The Crash signatures are logged as being likely to be the Symantec issue. ( Except at present
  • bp-a72fbdeb-e9c2-482e-88ee-92c182160913
    Firefox 38.8.0esr Crash Report [@ vp9_filter_block1d4_v8_ssse3 ] )

Indeed John, ESR 45.3 is not crashing, so this is good news. Bad news is we have to deploy this release on more than a thousand of hosts. Right now, we're at it, helped by our semi-auto deployment tool (OCSNG). Specific company softwares make this ESR policy mandatory.

I read well that the other poster coped with it by rollbacking the Symantec signature, but this is not an option here at present. Anyway, at least, we'll end up with a newer Firefox version, so not that bad.

Thank you to all who answered today on this issue. I'm not sure I'm skilled enough to help debug further, hoping the crash signature will allow a better understanding of what happened.

Best regards.

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Thanks.

I guess to a large extent we are reliant on what Symantec do. We do think that Symantec are aware of the issues For instance
bug1302343#c10 They say that they are working on it.

As a user of the Symantec software you are probably better aware than us of any announcements now, or any prior postings showing what versions of Firefox & ESR they are prepared to support.

I imagine this has caused a lot of problems to Firefox + Symantec users and although I do not follow it myself maybe there are discussions of this on the EWG mailing list (see https://www.mozilla.org/en-US/firefox/organizations/faq/ )

Thanks for reporting this. It helps us to be aware of problems and then attempt to provide solutions & workarounds, or at least explanations of what is happening.

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