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firefox crashes during startup

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Windows 7 32-bit Enterprise running in a VMware workstation pro VM. Firefox has been working fine until I told it to go ahead and update last week. Since the update firefox fails to start. I see the window border form and then disappear. No crash logs in Firefox crash dir. Uninstalled and re-installed (specifically chose 32-bit installer) and told it to reset everything (clean install). Still have problem. I do find this in event log. Images are also attached. The .dll mentioned has a different name every time and all virus/malware scans show clean both for the firefox installer and the system.


Faulting application name: firefox.exe, version: 65.0.0.6963, time stamp: 0x5c4a1021 Faulting module name: b_zhdcanxx.dll, version: 0.0.0.0, time stamp: 0x5c267ec8 Exception code: 0x406d1388 Fault offset: 0x0000845d Faulting process id: 0x1db8 Faulting application start time: 0x01d4c2469dd7dd4c Faulting application path: C:\Program Files\Mozilla Firefox\firefox.exe Faulting module path: C:\Windows\system32\b_zhdcanxx.dll Report Id: dd7d2077-2e39-11e9-a0a6-54c20d3b1e0f

- System

 - Provider 
  [ Name]  Application Error 

 - EventID 1000 
  [ Qualifiers]  0 

  Level 2 

  Task 100 

  Keywords 0x80000000000000 

 - TimeCreated 
  [ SystemTime]  2019-02-11T20:16:08.000000000Z 

  EventRecordID 120052 

  Channel Application 


  Security 

- EventData

  firefox.exe 
  65.0.0.6963 
  5c4a1021 
  b_zhdcanxx.dll 
  0.0.0.0 
  5c267ec8 
  406d1388 
  0000845d 
  1db8 
  01d4c2469dd7dd4c 
  C:\Program Files\Mozilla Firefox\firefox.exe 
  C:\Windows\system32\b_zhdcanxx.dll 
  dd7d2077-2e39-11e9-a0a6-54c20d3b1e0f
Windows 7 32-bit Enterprise running in a VMware workstation pro VM. Firefox has been working fine until I told it to go ahead and update last week. Since the update firefox fails to start. I see the window border form and then disappear. No crash logs in Firefox crash dir. Uninstalled and re-installed (specifically chose 32-bit installer) and told it to reset everything (clean install). Still have problem. I do find this in event log. Images are also attached. The .dll mentioned has a different name every time and all virus/malware scans show clean both for the firefox installer and the system. Faulting application name: firefox.exe, version: 65.0.0.6963, time stamp: 0x5c4a1021 Faulting module name: b_zhdcanxx.dll, version: 0.0.0.0, time stamp: 0x5c267ec8 Exception code: 0x406d1388 Fault offset: 0x0000845d Faulting process id: 0x1db8 Faulting application start time: 0x01d4c2469dd7dd4c Faulting application path: C:\Program Files\Mozilla Firefox\firefox.exe Faulting module path: C:\Windows\system32\b_zhdcanxx.dll Report Id: dd7d2077-2e39-11e9-a0a6-54c20d3b1e0f - System - Provider [ Name] Application Error - EventID 1000 [ Qualifiers] 0 Level 2 Task 100 Keywords 0x80000000000000 - TimeCreated [ SystemTime] 2019-02-11T20:16:08.000000000Z EventRecordID 120052 Channel Application Security - EventData firefox.exe 65.0.0.6963 5c4a1021 b_zhdcanxx.dll 0.0.0.0 5c267ec8 406d1388 0000845d 1db8 01d4c2469dd7dd4c C:\Program Files\Mozilla Firefox\firefox.exe C:\Windows\system32\b_zhdcanxx.dll dd7d2077-2e39-11e9-a0a6-54c20d3b1e0f
Angefügte Screenshots

Mehr Details zum System

Installierte Plugins

None. Fresh clean install.

Anwendung

  • User-Agent: Mozilla/5.0 (Windows NT 6.1) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/71.0.3578.98 Safari/537.36

Weitere Informationen

FredMcD
  • Top 10 Contributor
4267 Lösungen 59840 Antworten
Veröffentlicht

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) Note: Check Both Folders

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 ++++++++++++++++++++++++++++ Look for, and remove any Mozilla or Firefox program folders. Do not remove the Mozilla Thunderbird folder if there is one.

Do Not remove any profile folders.

After rebooting the computer, run a registry scanner if you have one. Then run the installer. +++++++++++++++++++++++++++ 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

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) '''Note:''' Check Both Folders '''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 ++++++++++++++++++++++++++++ Look for, and remove any '''Mozilla''' or '''Firefox''' program folders. Do not remove the '''Mozilla Thunderbird''' folder if there is one. '''Do Not''' remove any profile folders. After rebooting the computer, run a registry scanner if you have one. Then run the installer. +++++++++++++++++++++++++++ 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

Fragesteller

FredMcD said

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) Note: Check Both Folders 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 ++++++++++++++++++++++++++++ Look for, and remove any Mozilla or Firefox program folders. Do not remove the Mozilla Thunderbird folder if there is one. Do Not remove any profile folders. After rebooting the computer, run a registry scanner if you have one. Then run the installer. +++++++++++++++++++++++++++ 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

Followed all steps (no registry scanner) above. Same behavior.

''FredMcD [[#answer-1196106|said]]'' <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) '''Note:''' Check Both Folders '''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 ++++++++++++++++++++++++++++ Look for, and remove any '''Mozilla''' or '''Firefox''' program folders. Do not remove the '''Mozilla Thunderbird''' folder if there is one. '''Do Not''' remove any profile folders. After rebooting the computer, run a registry scanner if you have one. Then run the installer. +++++++++++++++++++++++++++ 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 </blockquote> Followed all steps (no registry scanner) above. Same behavior.
philipp
  • Top 25 Contributor
  • Moderator
5320 Lösungen 23502 Antworten
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hi, are you able to find this referenced faulting dll module on your disk and are able to link it to one of your installed programs?

hi, are you able to find this referenced faulting dll module on your disk and are able to link it to one of your installed programs?

Fragesteller

File never exists (or is being deleted). I uninstalled firefox again and downloaded version 50 It also did the same as above (fail to start) but when I tried launching it a second time it said it crashed while starting and asked if I wanted to start in safe mode. Starting in safe mode worked. I exited and started it again and it installed 56. This version worked. I told it to refresh to be sure. Told it to update again and it is now at 65 but fails to start any more.

File never exists (or is being deleted). I uninstalled firefox again and downloaded version 50 It also did the same as above (fail to start) but when I tried launching it a second time it said it crashed while starting and asked if I wanted to start in safe mode. Starting in safe mode worked. I exited and started it again and it installed 56. This version worked. I told it to refresh to be sure. Told it to update again and it is now at 65 but fails to start any more.

Fragesteller

Tried starting again after uninstall and making sure no firefox in any program files dir. This time I used 62.0 as my base version and it worked first time I tried to launch. All of this is 32 bit. Told it to update and it went to 65 again and no longer starts. Same issue in windows event log.

Tried starting again after uninstall and making sure no firefox in any program files dir. This time I used 62.0 as my base version and it worked first time I tried to launch. All of this is 32 bit. Told it to update and it went to 65 again and no longer starts. Same issue in windows event log.
philipp
  • Top 25 Contributor
  • Moderator
5320 Lösungen 23502 Antworten
Veröffentlicht

the user at https://support.mozilla.org/en-US/questions/1239645 apparently had the same issue - what security software if any is running on the affected system?

the user at https://support.mozilla.org/en-US/questions/1239645 apparently had the same issue - what security software if any is running on the affected system?

Fragesteller

Uninstalled and made sure all was clean again. Tried starting with 64.0.2 but it has the issue as well. Cleaned it up again and tried 63.0.3 same problem. Cleaned up again and tried 62.0.3 (since 62 worked) and got the crash and start in safe mode prompt. This time instead of starting in safe mode I chose refresh. 62.0.3 started after doing the refresh operation. I have made sure updates are set to manual for now.

Uninstalled and made sure all was clean again. Tried starting with 64.0.2 but it has the issue as well. Cleaned it up again and tried 63.0.3 same problem. Cleaned up again and tried 62.0.3 (since 62 worked) and got the crash and start in safe mode prompt. This time instead of starting in safe mode I chose refresh. 62.0.3 started after doing the refresh operation. I have made sure updates are set to manual for now.

Fragesteller

philipp said

the user at https://support.mozilla.org/en-US/questions/1239645 apparently had the same issue - what security software if any is running on the affected system?

We have been on Cisco AMP since some time last year and I have never had an issue with firefox before while it was running.

So why is firefox 63 and higher trying making randomly named .dll files in c:\windows\system32?

I have no log of what AMP is doing so I can not tell if it is deleting/preventing the file that is being created.

My host system that runs the VMware workstation is Windows 10 Enterprise 64 bit and has cisco AMP as well and no issues like this with Firefox version 65.0 64 bit

Why is 32 bit doing something seemingly different?

''philipp [[#answer-1196118|said]]'' <blockquote> the user at https://support.mozilla.org/en-US/questions/1239645 apparently had the same issue - what security software if any is running on the affected system? </blockquote> We have been on Cisco AMP since some time last year and I have never had an issue with firefox before while it was running. So why is firefox 63 and higher trying making randomly named .dll files in c:\windows\system32? I have no log of what AMP is doing so I can not tell if it is deleting/preventing the file that is being created. My host system that runs the VMware workstation is Windows 10 Enterprise 64 bit and has cisco AMP as well and no issues like this with Firefox version 65.0 64 bit Why is 32 bit doing something seemingly different?
philipp
  • Top 25 Contributor
  • Moderator
5320 Lösungen 23502 Antworten
Veröffentlicht

this is certainly due to external interference - firefox itself does not create random dll files in c:\windows\system32...

since the user in the other thread apparently was using Cisco AMP as well could you please test if firefox is launching properly while it is disabled/uninstalled?

this is certainly due to external interference - firefox itself does not create random dll files in c:\windows\system32... since the user in the other thread apparently was using Cisco AMP as well could you please test if firefox is launching properly while it is disabled/uninstalled?

Fragesteller

philipp said

this is certainly due to external interference - firefox itself does not create random dll files in c:\windows\system32... since the user in the other thread apparently was using Cisco AMP as well could you please test if firefox is launching properly while it is disabled/uninstalled?

No way internal IT will let this be disabled and I have no ability to do that.

All I can report is the issue started with Firefox 63 and higher as 62.0.3 works fine.

''philipp [[#answer-1196130|said]]'' <blockquote> this is certainly due to external interference - firefox itself does not create random dll files in c:\windows\system32... since the user in the other thread apparently was using Cisco AMP as well could you please test if firefox is launching properly while it is disabled/uninstalled? </blockquote> No way internal IT will let this be disabled and I have no ability to do that. All I can report is the issue started with Firefox 63 and higher as 62.0.3 works fine.

Fragesteller

Verified this happening with another VM (win7 32 bit) that is used to access different VPN's but also has AMP installed. Same thing happens if I install a version above 62.0.3.

I find it hard to believe that different VM's that connect to different sites both have some undetectable 0 day malware that only triggers when firefox above 62.0.3 is installed and then is caught by Cisco AMP.

Verified this happening with another VM (win7 32 bit) that is used to access different VPN's but also has AMP installed. Same thing happens if I install a version above 62.0.3. I find it hard to believe that different VM's that connect to different sites both have some undetectable 0 day malware that only triggers when firefox above 62.0.3 is installed and then is caught by Cisco AMP.