Troubleshoot Firefox crashes (closing or quitting unexpectedly)

(Redirected from Firefox crashes)

We understand how frustrating it is when Firefox crashes (closes or quits unexpectedly). When Firefox crashes, the Mozilla Crash Reporter will allow you to submit a crash to us so we can continue making improvements to Firefox. Here are also some things to try to get Firefox up and running optimally.

Before getting started:
  • If the page stops working because part of the page has crashed or stopped responding, try reloading the page to see if that fixes the problem.

Otherwise, follow the steps below in order.

Update your software

The crash you're experiencing may have already been fixed in a new version!

Update Firefox

Every Firefox release includes a number of fixes for crashes that people have reported. Making sure you have the latest version may fix your crash. See Update Firefox to the latest release for details.

Update Windows

Make sure you have all of the latest security and stability fixes.

Update macOS

Make sure your Mac has all of the latest security and stability fixes.

Update Linux

Make sure you have all of the latest security and stability fixes.

Update your drivers

Check if your graphics drivers are up-to-date. For more information, see Upgrade your graphics drivers to use hardware acceleration and WebGL.

If your crash happens while printing, check that your printer driver is up-to-date by going to your printer manufacturer's support website. The Fix printing problems in Firefox article may also help.

Update your Internet Security software

Make sure you have the latest version of your Internet security software (including firewalls, antivirus programs, anti-spyware programs, and more).

Check for viruses or spyware

A number of different viruses and spyware are known to crash Firefox. For more information, see Troubleshoot Firefox issues caused by malware.

Check for third-party modules

Third-party applications (such as antivirus software, archiving software, and other tools) may load modules into Firefox. Sometimes, these applications load harmful modules that cause Firefox crashes, reduced performance, or compatibility issues. You may not notice that a malicious or unexpected module has been loaded and it may cause problems that appear to be Firefox issues. For more information, see Identify problems caused by third-party modules in Firefox for Windows.

Check to see if the crash happens in Safe Mode

If updating software didn't work or if Firefox crashes on startup, use the steps below to test whether the crash happens in Firefox Safe Mode or not and then follow the instructions in the recommended articles.

  1. Click the menu button Fx57menu, click Help, select Troubleshoot Mode… and click Restart in the Restart Firefox in Troubleshoot Mode? dialog.
    Note: You can also start Firefox in Troubleshoot Mode by holding down the shift key while starting Firefox.holding down the option key while starting Firefox.quitting Firefox and then going to your Terminal and running: firefox -safe-mode
    You may need to specify the Firefox installation path (e.g. /usr/lib/firefox)
    Click the menu button Fx57menu, click Help, select Restart With Add-ons Disabled… and click Restart in the Restart With Add-ons Disabled dialog.
    Note: You can also start Firefox in Safe Mode by holding down the shift key while starting Firefox.holding down the option key while starting Firefox.quitting Firefox and then going to your Terminal and running: firefox -safe-mode
    You may need to specify the Firefox installation path (e.g. /usr/lib/firefox)
  2. When the Firefox Safe Mode window appears, press the Start in Safe Mode button.
    Fx68SafeMode

After Firefox starts in Safe Mode, test for your problem.

Note: The Refresh Firefox feature can fix many issues by restoring Firefox to its default state while saving your essential information. Consider using it before going through a lengthy troubleshooting process.

The crash still happens in Safe Mode

If your crash still happens in Safe Mode, it is not being caused by an extension, theme or hardware acceleration. Try to get help with your crash ID (see below).

The crash doesn't happen in Safe Mode

If your crash doesn't happen in Safe Mode, it is most likely because an extension, theme or hardware acceleration is causing the crash.

Check to see if the crash happens in Troubleshoot Mode

If updating software didn't work or if Firefox crashes on startup, use the steps below to test whether the crash happens in Firefox Troubleshoot Mode or not and then follow the instructions in the recommended articles.

  1. Click the menu button Fx57menu, click Help, select Troubleshoot Mode… and click Restart in the Restart Firefox in Troubleshoot Mode? dialog.
    Note: You can also start Firefox in Troubleshoot Mode by holding down the shift key while starting Firefox.holding down the option key while starting Firefox.quitting Firefox and then going to your Terminal and running: firefox -safe-mode
    You may need to specify the Firefox installation path (e.g. /usr/lib/firefox)
    Click the menu button Fx57menu, click Help, select Restart With Add-ons Disabled… and click Restart in the Restart With Add-ons Disabled dialog.
    Note: You can also start Firefox in Safe Mode by holding down the shift key while starting Firefox.holding down the option key while starting Firefox.quitting Firefox and then going to your Terminal and running: firefox -safe-mode
    You may need to specify the Firefox installation path (e.g. /usr/lib/firefox)
  2. When the Open Firefox in Troubleshoot Mode? window appears, press the Open button.
    Fx88TroubleshootMode

After Firefox starts in Troubleshoot Mode, test for your problem.

Note: The Refresh Firefox feature can fix many issues by restoring Firefox to its default state while saving your essential information. Consider using it before going through a lengthy troubleshooting process.

The crash still happens in Troubleshoot Mode

If your crash still happens in Troubleshoot Mode, it is not being caused by an extension, theme or hardware acceleration. Try to get help with your crash ID (see below).

The crash doesn't happen in Troubleshoot Mode

If your crash doesn't happen in Troubleshoot Mode, it is most likely because an extension, theme or hardware acceleration is causing the crash.

Check your hardware

Check your RAM for errors

If Firefox crashes repeatedly, check your RAM for errors using for instance the following tool, Memtest86+Rember.

Get help fixing this crash

Figuring out the cause of a crash can be difficult. If you've tried the steps above and can't get Firefox to stop crashing, the instructions below will show you how to get the crash Report IDs for your most recent submitted crash reports, so our volunteers can help you.

If you can open Firefox, at least in Safe Mode:If you can open Firefox, at least in Troubleshoot Mode:

  1. In the Firefox address bar, type about:crashes and hit EnterReturn. A page listing submitted crash reports (and unsubmitted crash reports, if any) will appear.
    Fx64Beta-aboutcrashes-unsubmitted
    • If you have recent, unsubmitted crash reports:Click the Submit button for each recent unsubmitted report and then reload the about:crashes page.
  2. You should copy the Report IDs for submitted crash reports (they start with bp-) to your support question in the Community Support forum.
Note: If you can't open Firefox because it crashes at startup even in Safe ModeTroubleshoot Mode, use these alternative instructions to locate Report IDs:
  1. Click the Windows Start button and select Run…Press Windows Key + R on the keyboard. Type in "%APPDATA%\Mozilla\Firefox\Crash Reports\submitted" (including the quotation marks) and click OK.Click the Finder icon in the dock. On the menu bar, click the Go menu, hold down the option or alt key and select Library. A window will open containing your Library folder. Then open the "Application Support" folder, the "Firefox" folder, the "Crash Reports" folder and finally the "submitted" folder.Go to ~/.mozilla/firefox/Crash Reports/submitted.
  2. In the resulting folder, there will be a text file for each crash report you have submitted. Using the View menu, arrange them by date to find out which is the newest file; and double-click on it to open it.

Ask for help in the Community Support forum

  1. Click this link to ask for help with your crash.
    Note: This link is only valid for getting help with Firefox crashes. To get help with other problems, see Get community support.
    • You may need to create an account or log in to your existing account during the "ask a question" process.
  2. Fill out the Details section of the next page with as much information you have about the crash. Include any of the steps you completed above, like updating Firefox or testing for the crash in safe modeTroubleshoot Mode.
  3. Copy the long Report ID number you've got above for the latest crashes (bp-…) and paste it into the "Details" section.
  4. Finally, click the Post Question button.
    We know that providing all this information is time consuming but it will make it much easier for our volunteers to help you.



Based on information from Firefox crashes (mozillaZine KB)

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