Firefox crashes
upgrading to ff 32bit esr 52.1.0 on win7 64 bit ff continues to crash on startup.
AdapterDeviceID: 0x0000 AdapterSubsysID: 00000000 AdapterVendorID: 0x0000 Add-ons: %7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:52.1.0,aushelper%40mozilla.org:2.0,e10srollout%40mozilla.org:1.9,firefox%40getpocket.com:1.0.5,webcompat%40mozilla.org:1.0 AddonsShouldHaveBlockedE10s: 0 AppInitDLLs: MfApHook.dll;btpload32.dll AvailablePageFile: 8501137408 AvailablePhysicalMemory: 2010423296 AvailableVirtualMemory: 3814133760 BIOS_Manufacturer: Phoenix Technologies LTD BlockedDllList: BreakpadReserveAddress: 59637760 BreakpadReserveSize: 67108864 BuildID: 20170417065206 CPUMicrocodeVersion: 0x428 ContentSandboxCapable: 1 ContentSandboxLevel: 1 CrashTime: 1493208240 DOMIPCEnabled: 1 E10SCohort: test EMCheckCompatibility: true FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1493150155 Notes: AdapterVendorID: 0x0000, AdapterDeviceID: 0x0000, AdapterSubsysID: 00000000, AdapterDriverVersion: Has dual GPUs. GPU #2: AdapterVendorID2: 0x15ad, AdapterDeviceID2: 0x0405, AdapterSubsysID2: 00000000, AdapterDriverVersion2: 7.14.1.2032FP(D00-L1000-W00001000-T0000) D2D1.1? D2D1.1- DWrite? DWrite+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: esr SafeMode: 0 SecondsSinceLastCrash: 305 StartupCrash: 0 StartupTime: 1493208239 SystemMemoryUsePercentage: 53 TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86","buildId":"20170417065206","version":"52.1.0","vendor":"Mozilla","platformVersion":"52.1.0","xpcomAbi":"x86-msvc","hotfixVersion":null},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":4096,"virtualMaxMB":4096,"cpu":{"count":2,"cores":2,"vendor":"GenuineIntel","family":6,"model":62,"stepping":4,"l2cacheKB":256,"l3cacheKB":25600,"speedMHz":3000,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2","hasAVX"]},"os":{"name":"Windows_NT","version":"6.1","locale":"en-US","servicePackMajor":1,"servicePackMinor":0,"installYear":2016},"hdd":{"profile":{"model":"VMware Virtual disk","revision":"1.0"},"binary":{"model":"VMware Virtual disk","revision":"1.0"},"system":{"model":"VMware Virtual disk","revision":"1.0"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":true,"ContentBackend":"Skia","adapters":[{"description":"RDPDD Chained DD","vendorID":"0x0000","deviceID":"0x0000","subsysID":"00000000","RAM":null,"driver":"RDPDD","driverVersion":null,"driverDate":null,"GPUActive":true},{"description":"VMware SVGA 3D","vendorID":"0x15ad","deviceID":"0x0405","subsysID":"040515ad","RAM":8,"driver":"vm3dum64 vm3dum vm3dgl64 vm3dgl","driverVersion":"7.14.1.2032","driverDate":"11-11-2013","GPUActive":false}],"monitors":[{"screenWidth":1612,"screenHeight":1082,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"none","d3d11":{"status":"blacklisted"},"d2d":{"status":"unavailable","version":"1.1"}}},"isWow64":true},"settings":{"blocklistEnabled":true,"e10sEnabled":true,"e10sCohort":"test","telemetryEnabled":false,"locale":"en-US","update":{"channel":"esr","enabled":true,"autoDownload":true},"userPrefs":{"browser.newtabpage.enhanced":true},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":true},"profile":{"creationDate":17192,"resetDate":17281},"addons":{"activeAddons":{"aushelper@mozilla.org":{"blocklisted":false,"description":"Sets value(s) in the update url based on custom checks.","name":"Application Update Service Helper","userDisabled":false,"appDisabled":false,"version":"2.0","scope":1,"type":"extension","foreignInstall":false,"hasBinaryComponents":false,"installDay":17273,"updateDay":17273,"isSystem":true},"e10srollout@mozilla.org":{"blocklisted":false,"description":"Staged rollout of Firefox multi-process feature.","name":"Multi-process staged rollout","userDisabled":false,"appDisabled":false,"version":"1.9","scope":1,"type":"extension","foreignInstall":false,"hasBinaryComponents":false,"installDay":17273,"updateDay":17273,"isSystem":true},"firefox@getpocket.com":{"blocklisted":false,"description":"When you find something you want to view later, put it in Pocket.","name":"Pocket","userDisabled":false,"appDisabled":false,"version":"1.0.5","scope":1,"type":"extension","foreignInstall":false,"hasBinaryComponents":false,"installDay":17273,"updateDay":17273,"isSystem":true},"webcompat@mozilla.org":{"blocklisted":false,"description":"Urgent post-release fixes for web compatibility.","name":"Web Compat","userDisabled":false,"appDisabled":false,"version":"1.0","scope":1,"type":"extension","foreignInstall":false,"hasBinaryComponents":false,"installDay":17273,"updateDay":17273,"isSystem":true}},"theme":{"id":"{972ce4c6-7e08-4474-a285-3208198ce6fd}","blocklisted":false,"description":"The default theme.","name":"Default","userDisabled":false,"appDisabled":false,"version":"52.1.0","scope":4,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17273,"updateDay":17273},"activePlugins":[{"name":"Adobe Acrobat","version":"11.0.19.15","description":"Adobe PDF Plug-In For Firefox and Netscape 11.0.19","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/pdf","application/vnd.adobe.pdfxml","application/vnd.adobe.x-mars","application/vnd.fdf","application/vnd.adobe.xfdf","application/vnd.adobe.xdp+xml","application/vnd.adobe.xfd+xml"],"updateDay":17152},{"name":"Adobe Acrobat","version":"11.0.19.15","description":"Adobe PDF Plug-In For Firefox and Netscape 11.0.19","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/pdf","application/vnd.adobe.pdfxml","application/vnd.adobe.x-mars","application/vnd.fdf","application/vnd.adobe.xfdf","application/vnd.adobe.xdp+xml","application/vnd.adobe.xfd+xml"],"updateDay":17152},{"name":"ActiveTouch General Plugin Container","version":"10031.6.2017.127","description":"ActiveTouch General Plugin Container Version 106","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-atgpc-plugin"],"updateDay":17196},{"name":"Microsoft Office 2010","version":"14.0.4730.1010","description":"Office Authorization plug-in for NPAPI browsers","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-msoffice14"],"updateDay":14619},{"name":"Microsoft Office 2010","version":"14.0.4761.1000","description":"The plug-in allows you to open and edit files using Microsoft Office applications","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-sharepoint"],"updateDay":14693},{"name":"Silverlight Plug-In","version":"5.1.50905.0","description":"5.1.50905.0","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-silverlight","application/x-silverlight-2"],"updateDay":17207},{"name":"Citrix Receiver","version":"14.4.0.8014","description":"Citrix Receiver Plugin (Win32)","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-ica"],"updateDay":16780},{"name":"Shockwave for Director","version":"12.1.0.150","description":"Adobe Shockwave for Director Netscape plug-in, version 12.1","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-director"],"updateDay":16139},{"name":"Shockwave for Director","version":"12.2.8.198","description":"Adobe Shockwave for Director Netscape plug-in, version 12.2.8.198","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-director"],"updateDay":17224},{"name":"Shockwave Flash","version":"25.0.0.127","description":"Shockwave Flash 25.0 r0","blocklisted":false,"disabled":false,"clicktoplay":false,"mimeTypes":["application/x-shockwave-flash","application/futuresplash"],"updateDay":17255}],"activeGMPlugins":{"gmp-gmpopenh264":{"version":null,"userDisabled":false,"applyBackgroundUpdates":1},"gmp-widevinecdm":{"version":null,"userDisabled":false,"applyBackgroundUpdates":1}},"activeExperiment":{},"persona":null}} Theme: classic/1.0 Throttleable: 1 TotalPageFile: 10732949504 TotalPhysicalMemory: 4294500352 TotalVirtualMemory: 4294836224 URL: UptimeTS: 15.1502699 User32BeforeBlocklist: 1 Vendor: Mozilla Version: 52.1.0 Winsock_LSP: MSAFD Tcpip [TCP/IPv6] : 2 : 23 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4
MSAFD Tcpip [UDP/IPv6] : 2 : 23 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [RAW/IPv6] : 2 : 23 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [TCP/IP] : 2 : 2 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [UDP/IP] : 2 : 2 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [RAW/IP] : 2 : 2 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 RSVP TCPv6 Service Provider : 2 : 23 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP TCP Service Provider : 2 : 2 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDPv6 Service Provider : 2 : 23 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDP Service Provider : 2 : 2 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a
useragent_locale: en-US
This report also contains technical information about the state of the application when it crashed.
All Replies (12)
Start Firefox in Safe Mode by holding down the <Shift> (Mac=Options) key, and then starting Firefox. https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode
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 resent 7 - 10 crash reports, and copy them. Press the Reply button. Now go to the reply box and paste them in.
https://support.mozilla.org/legacyfs/online/sumo-media/gallery/images/2014-06-04-07-10-50-73db6f.png
For more help on crash reports, see; https://support.mozilla.org/t5/Documents-Archive/Forum-Response-Firefox-crashes/ta-p/19184
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.
safe mode crashes as well from submit log [Wed Apr 26 07:59:36 2017] Crash report submitted successfully
They were in the pending folder but the dialog stated they were successfully uploaded bf82f571-9f63-4a6b-bc23-aa3f8784375a.dmp bf82f571-9f63-4a6b-bc23-aa3f8784375a.extra
No record found.
ok so you don't see files uploaded.
can i get them to you another way
please try running firefox 53 and see if that works: https://www.mozilla.org/en-US/firefox/all/
acmartin196 said
ok so you don't see files uploaded.
can i get them to you another way
Follow these instructions; https://support.mozilla.org/en-US/questions/1157920#answer-962668
I have installed version 53.0 and works fine but this is standard release channel. we currently follow the esr channel 53.0 = esr 52.1.0. 52.1.0 is still crashing
is this an enterprise environment where websense security software is in use?
yes and yes
unfortunately it's a known issue that websense uses a flawed way to hook into the browser that might cause crashes in each new version of firefox until websense is updated accordingly. in firefox 53 there are some more precautions to guard against third-party-tools hooking into firefox. in case you depend on using the ESR channel of firefox, please get in contact with your it department - they'd have to inquire with websense if they have a compatibility update available and roll that out...
Yep that resolved it thanks your for your time.