We're sorry to hear that Firefox is crashing. In order to assist you better, please follow the steps below to provide us crash IDs to help us learn more about your crash.

1. Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
2. Copy the 5 most recent Report IDs that start with bp- and then go back to your forum question and paste that into the "Post a Reply" box. (Please don't take a screenshot of your crashes, just copy and paste the ID's. The below image is just an example of what your Firefox screen should look like)

Thank you for your help!

More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.

Thank you for your reply! I have used Firefox for years on multiple computers and have never had a problem but this is driving me crazy! Here are my last five crash reports:

1. https://crash-stats.mozilla.com/report/index/bp-930599d3-c138-4ee7-a7e1-6abac2141130 2. https://crash-stats.mozilla.com/report/index/bp-a4dcd16c-16c7-4d33-bcb6-e9aa62141128 3. https://crash-stats.mozilla.com/report/index/bp-e1b10f43-7c2b-48f7-a9b9-62a792141128 4. https://crash-stats.mozilla.com/report/index/bp-c4f37b3a-35bd-40f9-b1a7-adb272141128 5. https://crash-stats.mozilla.com/report/index/bp-e87cc4f4-1971-476d-8356-b262f2141128

Please note that it is crashing EVERY time I close the browser. I receive the attached screenshot.

Thanks so much for your help!

Those 5 reports have an "App Notes" section which indicates:

ABORT: file resource://gre/modules/HealthReport.jsm, line 4360

You could try disabling the health report feature temporarily to see whether that helps.

"3-bar" menu button (or Tools menu) > Options > Advanced > Data Choices mini-tab

Here you can uncheck the box for "Enable Firefox Health Report"

I don't know whether that takes effect immediately or whether you should expect one more crash at shutdown because it won't take effect until your next session.

Any difference?

Hello Jefferson,

Unfortunately... no difference. I gave it a couple days and in the meantime there was an update I applied. But, alas... I still crash. Here are a couple links from yesterday (12/15):

1. a92fe760-09e1-403e-b805-579e19c50d6f: https://crash-stats.mozilla.com/about/throttling 2. bp-990988fe-3979-45b0-b47f-e6d1b2141215: https://crash-stats.mozilla.com/report/index/bp-990988fe-3979-45b0-b47f-e6d1b2141215

And from 12/14: 1. bp-d90de18c-5867-4864-b854-979232141215: https://crash-stats.mozilla.com/report/index/bp-d90de18c-5867-4864-b854-979232141215 2. bp-f3953ee0-cffd-4dbf-90c3-cb2ee2141214: https://crash-stats.mozilla.com/report/index/bp-f3953ee0-cffd-4dbf-90c3-cb2ee2141214

That first one is interesting... what the heck is "throttling"?

Thanks so much for your help!!

Oh, one other thing since you mentioned the Health Report. I did seem to have an issue with that before I disabled it. When i ran it, i could see the left side of the page but no data would appear on the right grid (e,g, the report was empty).

Hi denysew, I think throttling refers to the site being too busy and having to ignore some requests?

Strangely, the other 3 have the same App Note even after you turned off the Health Report feature. I'm not sure why.

Are you exiting Firefox very shortly after opening it? Some of these reports indicate a fairly short uptime of 5-9 minutes.

Did you test in Firefox's Safe Mode? That's a standard diagnostic tool to deactivate extensions and some advanced features of Firefox. More info: Diagnose Firefox issues using Troubleshoot Mode.

You can restart Firefox in Safe Mode using either:

• "3-bar" menu button > "?" button > Restart with Add-ons Disabled
• Help menu > Restart with Add-ons Disabled

Not all add-ons are disabled: Flash and other plugins still run

After Firefox shuts down, a small dialog should appear. Click "Start in Safe Mode" (not Reset).

Is Firefox able to shut down normally after running for a time in Safe Mode?

If all else fails, you could try these diagnostic approaches:

Create a new Firefox profile

A new profile will have your system-installed plugins (e.g., Flash) and extensions (e.g., security suite toolbars), but no themes, other extensions, or other customizations. It also should come with completely fresh settings databases and a fresh cache folder.

Exit Firefox and start up in the Profile Manager using Start > search box (or Run):

firefox.exe -P

Don't delete anything here.

Any time you want to switch profiles, exit Firefox and return to this dialog.

Click the Create Profile button, assign a name like Dec17, and ignore the option to change the folder location. Then start Firefox in the new profile you created.

Does Firefox shut down normally in the new profile?

If so, it sounds like a settings problem. If not, it could be corruption of Firefox's program files. See the "Clean Reinstall" section below.

When returning to the Profile Manager, you might be tempted to use the Delete Profile button. But... it's a bit too easy to accidentally delete your "real" profile, so I recommend resisting the temptation. If you do want to clean up later, I suggest making a backup of all your profiles first in case something were to go wrong.

To keep the new profile and migrate data, check out this article: Recovering important data from an old profile.

Or as an intermediate measure, you could try the Reset feature. This article describes what is kept and lost in that process: Refresh Firefox - reset add-ons and settings.

Clean Reinstall

(1) Download a fresh installer for Firefox 34 from https://www.mozilla.org/firefox/all/ to a convenient location. (Scroll down to your preferred language.)

(2) Exit out of Firefox.

(3) Rename the program folder

(32-bit Windows folder names)

C:\Program Files\Mozilla Firefox

to

C:\Program Files\OldFirefox

(64-bit Windows folder names)

C:\Program Files (x86)\Mozilla Firefox

to

C:\Program Files (x86)\OldFirefox

(4) Run the installer you downloaded in #1. It should automatically connect to your existing settings.

When starting Firefox, you may need to use the profile manager to switch back to your regular profile.

Does Firefox shut down normally with the new program files?

Note: Some recently installed plugins may exist only in that OldFirefox folder. If something essential is missing, look in these folders:

• \OldFirefox\Plugins
• \OldFirefox\browser\plugins