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Firefox experiencing multiple crashes since install of Webroot AV package need any info on crash can get to try and isolate this and fix it

  • 15 απαντήσεις
  • 6 έχουν αυτό το πρόβλημα
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  • Τελευταία απάντηση από TimJH

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Crashes have occurred at multiple sites, and even ocurred when logging off the browser on 3 or 4 occasions. Most frequently if involved in loading or reloading flash games. Have turned off various features in the AV, can't isolate to any one thing. Would like as much info as possible about what is causing crashes so can be reported back to webroot for possible resolution Any help greatly appreciated Below are last 5 IDs, have a large list, several were submitted with comments regards this issue

Επιλεγμένη λύση

Solution: Testing Continued on the 20th As noted in previous entry crashes with all the below noted FF Configuration values set to "True"

dom.ipc.plugins.enabled dom.ipc.plugins.enabled.npctrl.dll (microsoft Silverlight) dom.ipc.plugins.enabled.npqtplugin.dll (Apple Quicktime) dom.ipc.plugins.enabled.npswf32.dll (Adobe Flash) dom.ipc.plugins.enabled.nptest.dll (NPAPI Test Plugin) dom.ipc.plugins.java.enabled (Java)

With these set to false, and WSA on, Firefox crashes occured randomly in various situations during surfing and game play. Does not Crash with WSA turned off.

With these values set all to true, there are no crashes of the Browser.

Fault Isolation: Set all back to false, verified again, WSA on, Firefox crashed, with WSA off, no crashes

Started with Java and worked bottom to top turning each one on and testing with WSA turned on again. Crashes stopped occuring when the Quick time plug-in was set to true.

'Workable fix to this issue, user set about:config values above to all true (Best bet to make sure problem not reoccurring, with all true I reloaded during game play several hundred times without crash)'

Looks like there is some kind of conflict between Quick time Plug-in and the WSA which should be resolved by Webroot if possible.

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Όλες οι απαντήσεις (15)

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Your Crash Report is -> https://crash-stats.mozilla.com/report/index/b77c4432-6389-4ba3-887e-b358a2120214

  • The Extensions section of 4 out of 5 of your Crash Reports show that your Add-ons were Enabled and Running while your Firefox Crashed.

So i would suggest you to perform the suggestions mentioned in the following articles:

Check and tell if its working.

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Thanks for the reply Had already taken steps on the firefox crashes page, but had turned of hardware acceleration Will do so now and test to see if crashes continue There was no "specific website it crashed on, and it even crashed on at least 3 occasions when I hit the X to close browser (after closing I got crash report box) Will see if crash recreates itself with acceleration turned off

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Crashes still occur, easiest way for me to recreate them is to go to site and start a game and then try to reload the page, that seems to be real problem, or on a site browsing and linking to you tube, as noted even when was "x" out of browser on several occasions came up with crash report.

There is a "Webroot Dev Team" add on that is placed in firefox, I am not sure what it does, (Firefox is a "protected app") these crashes don't occur when that AV is off Don't know what the reports are showing as "cause" of crash, they date back till Dec when I installed the AV

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Go to the websites on which the Crashes occur while using Firefox in Troubleshoot Firefox issues using Safe Mode

Check and tell if its working.

Τροποποιήθηκε στις από το χρήστη Hasan

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No particular website, crashes randomly, have even had crash when closed browser or had crash report come up when closed browser has crashed in safe mode only time the crashes have not occurred has been with the webroot turned off

Stepped through the suggested steps when this first started occurring a couple of times before pointing to the AV suite as something that seems to be related to what is happening

Do the crash reports show anything specific as causing the crashes?

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Has your AV program installed an Add-on/Extension to Firefox ?? Try Disabling it and check if it works.

Also make sure that your Security Softwares (firewalls, antivirus, etc.) are not interfering/conflicting with Firefox. Ensure that Firefox or specific web content is not being blocked.

Check and tell if its working.

Τροποποιήθηκε στις από το χρήστη Hasan

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Thanks for the replies, will test and let you know Your help is greatly appreciated

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Followed steps everyone suggested, crashes still occurring nothing blocked

Don't know if this is significant or not, but when I went to turn off the plug-in container as was suggested by some of the troubleshooting steps, found all but one of the windows list already set to False, only one that was true was the dom.ipc.plugins.enabled value, the others showed "False" indicating it was user set

I don't recall setting those to false at any time Are there programs that might do this as part of installation or a Firefox tweek that might do that?

Τροποποιήθηκε στις από το χρήστη TimJH

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Do the crashes stop if the Flash plugin is disabled as a test?

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No they don't These "crashes" are exceptionally random, no one thing seems to tie them together, have even had flash reports show up when I closed browser. One thing consistent is that the crashes can be "recreated" by going to site and playing flash pool game and then reloading page in middle of the games timer- this will generate the crashes, though even then, they are random, reload might work 4 of 5 times with one crash, then crash ever time for while then go back to random.

Only time these crashes cannot be "re-created" and do not occur is when the Webroot AV is turned off. Have been working with Webroot Tech support, turned off various "functions" and couldn't seem to isolate any one function to the crashes in doing this So was asked to step through all FF troubleshooting again.

One thing was a bit odd, when I went to turn off the plugin container, I found all but one of the listed parts of the container already set to false as a User selection, I don't ever remember doing this myself, though a long time ago I did use a "tweek" something like faster fox that was supposed to speed things up, don't know if that prog made those changes and they carried over version to version in the browser, or if this is something that happened when installed the AV. Right now, I have the AV off and the plug-in container set false, and with AV off I am not experiencing the crashes with the game play.

Will be turning on the plug-in container features, leaving AV off and testing again for the crashes, and if they still are not occurring will turn on AV and test again. Will note results.

Webroot support has been working with me and following this closely, the random nature of the problem makes it very difficult to troubleshoot and isolate. Because of the random nature of the crashes, it is one that probably isn't getting reported. I noted it because I play a timed pool game for fun, and often reload during game to reset timer, otherwise would have likely just cussed FF and gone on about my business.

Main thing hoping to get here is something specific that webroot can look at as maybe "common" so they can try and get a fix for this issue. I like the AV a great deal, outstanding features, very unobtrusive, very very fast, scans don't take more than 3 minutes or so, very responsive support people.

Greatly appreciate all the input here, I know it will help provide solution

Mahalo!

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Testing after changing configuration of plug-in containers:

Original Configuration for Plug-In Container(s) when checked. All those set to false showed "User set"  ?? dom.ipc.plugins.enabled;true dom.ipc.plugins.enabled.npctrl.dll;False dom.ipc.plugins.enabled.npqtplugin.dll;False dom.ipc.plugins.enabled.npswf32.dll;False dom.ipc.plugins.enabled.nptest.dll;False dom.ipc.plugins.java.enabled;False

First test set all plug-ins so that they read false, tested on pool game and crashes continued. Crash occurred on first reload, and numerous times during 20-30 minutes of testing and game play.

Turned off the Webroot, with all the values still set to false on the plug in containers. Played pool game for about 20 mins, 15+ reloads of page, no crashes. Set all to true, left webroot turned off played game, numerous reloads of page, no crashes.

Because had found all values set to false on initial troubleshooting (except for the dom.ipc.plugins.enabled) turned on webroot and tested with all values set to true to see if this would make difference. NOTE** Uninstalled and re-installed WSA to make sure any changes to settings in firefox were "picked up" before testing. NOTE** One more difference with this install as opposed to the previous installs the "Tool bar" from webroot was never allowed and was removed as soon as it came up asking to modify Firefox, and was not allowed

Settings on containers now set: dom.ipc.plugins.enabled;true dom.ipc.plugins.enabled.npctrl.dll;true dom.ipc.plugins.enabled.npqtplugin.dll;true dom.ipc.plugins.enabled.npswf32.dll;true dom.ipc.plugins.enabled.nptest.dll;true dom.ipc.plugins.java.enabled;true

Did "testing" on game page for just shy of 2 hours, reloading constantly, restarting browser, and starting over again. No Crashes with plug in containers all set to true.

Want to do further testing, changing settings and see if can isolate a specific setting where crashes start occurring when it is set to False, will update with results.

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Επιλεγμένη λύση

Solution: Testing Continued on the 20th As noted in previous entry crashes with all the below noted FF Configuration values set to "True"

dom.ipc.plugins.enabled dom.ipc.plugins.enabled.npctrl.dll (microsoft Silverlight) dom.ipc.plugins.enabled.npqtplugin.dll (Apple Quicktime) dom.ipc.plugins.enabled.npswf32.dll (Adobe Flash) dom.ipc.plugins.enabled.nptest.dll (NPAPI Test Plugin) dom.ipc.plugins.java.enabled (Java)

With these set to false, and WSA on, Firefox crashes occured randomly in various situations during surfing and game play. Does not Crash with WSA turned off.

With these values set all to true, there are no crashes of the Browser.

Fault Isolation: Set all back to false, verified again, WSA on, Firefox crashed, with WSA off, no crashes

Started with Java and worked bottom to top turning each one on and testing with WSA turned on again. Crashes stopped occuring when the Quick time plug-in was set to true.

'Workable fix to this issue, user set about:config values above to all true (Best bet to make sure problem not reoccurring, with all true I reloaded during game play several hundred times without crash)'

Looks like there is some kind of conflict between Quick time Plug-in and the WSA which should be resolved by Webroot if possible.

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i have ff as default browser i installed webroot av. ff browser works ok but if desktop shortcuts are selected windows xp pops up an error saying the blah blah cant be found make shure you typed address correctly and then the site opens leaving the eroor on the screen when ff is closed.this happens every time.it also seems to cause the internet expl has encounted an error and needs to close.disabling the protection modules one at a time or all together does not solve the prob only when webroot is completely shutdown does the error cease.this appears to be a pitty because webroot has excellent virus detection it found and removed viruses from an external hardrive that had been scanned with kaspersky and bitdefender both found nothing.

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With the problem I was having, going to about:Config in firefox and making sure plugin containers were all TRUE was the fix

Robert, Open up our webroot and go to bottom and select help and support then when you get the page look to bottom left you'll find open support ticket option put in your email address and post the problem for their support people and they will get in touch with you Your email address will be the ticket and you'll get updates as they work on it I worked with Joe at webroot and found their support to be quite outstanding