Firefox crashes - asking for support

If you still have issues with Firefox crashes after trying the steps in Firefox crashes - Troubleshoot, prevent and get help fixing crashes, our support forum contributors can help.

Please have the following information ready so we can assist you:

  1. Get the Report ID of your latest crash report:
    • Open Firefox, either normally or in Firefox Safe Mode and enter about:crashes in the address bar to get a list of Submitted Crash Reports:
      aboutcrashesFx29 aboutcrashesFx57
    • Right-clickHold down the Ctrl key while you click on the latest crash under Report ID and choose Open Link in New Tab. A new tab will open with the crash-stats.mozilla.com page. When the report is finished processing, close the report tab.
  2. Click on this link to get help with your crash.
  3. Fill out as much information as you have about your crash, including which steps you've already tried from Firefox crashes - Troubleshoot, prevent and get help fixing crashes.
  4. Copy and paste the Report ID number for the latest crash (looks like bp-…) and into the "Details" section and submit your question.

If you can't open Firefox at all (even in Safe Mode):

Find the text file for your latest submitted crash report using these steps:

  1. Click the Search button in the taskbar.
  2. In the search box, type %APPDATA%\Mozilla\Firefox\Crash Reports\submitted\ and press Enter.
  1. Open the Charms and select Search.
  2. Search for Run in Apps.
  3. Select Run in the search results and you will be taken to the Desktop with the Run app open.
  4. In the Run app, type %APPDATA%\Mozilla\Firefox\Crash Reports\submitted\ and press Enter.
  1. Open the Windows Start menu.
  2. In the search box, type %APPDATA%\Mozilla\Firefox\Crash Reports\submitted\ and press Enter.
  1. Open the Windows Start menu, then choose Run….
  2. In the Run dialog, type %APPDATA%\Mozilla\Firefox\Crash Reports\submitted\ and press Enter.

Crash reports are stored in ~/.mozilla/firefox/Crash Reports/submitted/

Submitted crash reports are stored in ~/Library/Application Support/Firefox/Crash Reports/submitted/

  • (OS X 10.6 or previous) Click the Finder icon in the dock and select your home folder. Click the Library folder, then open the "Application Support" folder, the "Firefox" folder, the "Crash Reports" folder and finally the "submitted" folder.
  • (OS X 10.7 or above) Click the Finder icon in the dock. On the menu bar, click the Go menu. Hold down the option or alt key to unhide the Library folder. When the Library folder appears, click it to open the folder. Open the "Application Support" folder, and the "Firefox" folder, followed by "Crash Reports" and finally the "submitted" folder.

Use the View menu to arrange the files by date and open the newest file.

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