When a user reports a crash, viewing the crash report will help you to better understand the cause of the crash (e.g. extensions, third party software) and provides useful information if you eventually need to file a related bug. This article describes that troubleshooting process. __TOC__ = Viewing crash reports = To view your crash reports from within Firefox: # In the Location bar, type '''about:crashes''' and press {for win,linux}{key Enter}{/for}{for mac}{key Return}{/for}. A list of links to your crash reports will appear.<br><br>[[Image:Helping Crashes 1]]<br> <br> # Click on a link to view the report. == Viewing crash reports outside of Firefox == If you can't use the above method because Firefox crashes when it starts, you can also view the reports directly on your computer. {for win} # Press {key _{[[Image:Windows Key]]}+R} (click the Windows {button Start} button and select {menu Run...} on Windows XP). # In the Run dialog box, type {filepath %APPDATA%\Mozilla\Firefox\Crash Reports\} and press {key Enter}. {/for} {for mac} Crash reports are stored in {filepath ~/Library/Application Support/Firefox/Crash Reports/} {/for} {for linux} Crash reports are stored in {filepath ~/.mozilla/firefox/Crash Reports/} {/for} The {filepath Crash Reports} folder will contain two subfolders: {filepath pending} and {filepath submitted}. {filepath submitted} contains reports that have been submitted, while {filepath pending} contains reports that have not. Each file in these folders represents one report. = Figuring out a crash report = [[Image:Helping Crashes 2]] A crash report contains many useful pieces of information: * ''ID'' - Allows you to view a crash report by typing '''https://crash-stats.mozilla.com/report/index/bp-''CrashID''''' in the location bar. * ''Signature'' - Describes the kind of crash. You can view every crash report with the same crash signature over one week across all Firefox versions by typing '''https://crash-stats.mozilla.com/report/list?signature=''CrashSignature''''' in the location bar. * ''Details'' pane: ** ''Header'' - Contains details about the crash time, crash reason, Firefox version, OS, CPU, graphics settings, and the [http://en.wikipedia.org/wiki/Layered_Service_Provider LSP]. ** ''Related Bugs'' - Bugs related to this crash signature. A bug can have different status: UNCONFIRMED, NEW, ASSIGNED, REOPENED, RESOLVED, VERIFIED, CLOSED. If its status is FIXED, the Target Milestone and Tracking Flags fields will tell you from which version it has been fixed. Check all comments to see if there's a known workaround. ** ''Crashing Thread'' - Shows the last function calls before the crash. You can see if third party software is implied. The bug component is usually the component which the last called functions belongs to. * ''Modules'' pane - The loaded processes when it crashed. Filenames without version on Windows are often malware and may be the cause of the crash. *''Raw Dump'' pane - Crashing thread before it's post-processed in an interpretable way. *''Extensions'' pane - User's extensions. Known buggy extensions must be checked here. *''Comments'' pane - User's comment written when Mozilla Crash Reporter was opened and may help to understand how it takes place. *''Correlations'' pane - Tables of correlation data (modules, add-ons, CPU cores) for this crash signature and reason elaborated from all the crashes of the day in the current Firefox version. The higher the ratio is between the two percentages, the higher the correlation is. Correlations per module and per add-on must be checked to see if it's caused by third party software or add-ons.

When a user reports a crash, viewing the crash report will help you to better understand the cause of the crash (e.g. extensions, third party software) and provides useful information if you eventually need to file a related bug. This article describes that troubleshooting process.

Viewing crash reports

To view your crash reports from within Firefox:

1. In the Location bar, type about:crashes and press EnterReturn. A list of links to your crash reports will appear.
   
   
   
   
2. Click on a link to view the report.

Viewing crash reports outside of Firefox

If you can't use the above method because Firefox crashes when it starts, you can also view the reports directly on your computer.

The Crash Reports folder will contain two subfolders: pending and submitted. submitted contains reports that have been submitted, while pending contains reports that have not. Each file in these folders represents one report.

Figuring out a crash report

A crash report contains many useful pieces of information:

• ID - Allows you to view a crash report by typing https://crash-stats.mozilla.com/report/index/bp-CrashID in the location bar.
• Signature - Describes the kind of crash. You can view every crash report with the same crash signature over one week across all Firefox versions by typing https://crash-stats.mozilla.com/report/list?signature=CrashSignature in the location bar.
• Details pane:
  • Header - Contains details about the crash time, crash reason, Firefox version, OS, CPU, graphics settings, and the LSP.
  • Related Bugs - Bugs related to this crash signature. A bug can have different status: UNCONFIRMED, NEW, ASSIGNED, REOPENED, RESOLVED, VERIFIED, CLOSED. If its status is FIXED, the Target Milestone and Tracking Flags fields will tell you from which version it has been fixed. Check all comments to see if there's a known workaround.
  • Crashing Thread - Shows the last function calls before the crash. You can see if third party software is implied. The bug component is usually the component which the last called functions belongs to.
• Modules pane - The loaded processes when it crashed. Filenames without version on Windows are often malware and may be the cause of the crash.
• Raw Dump pane - Crashing thread before it's post-processed in an interpretable way.
• Extensions pane - User's extensions. Known buggy extensions must be checked here.
• Comments pane - User's comment written when Mozilla Crash Reporter was opened and may help to understand how it takes place.
• Correlations pane - Tables of correlation data (modules, add-ons, CPU cores) for this crash signature and reason elaborated from all the crashes of the day in the current Firefox version. The higher the ratio is between the two percentages, the higher the correlation is. Correlations per module and per add-on must be checked to see if it's caused by third party software or add-ons.