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Firefox keeps crashing.

Posted

I have a Dell Windows 7 Professional 64-bit machine. Firefox keeps crashing. "Sorry. Firefox had to close. We'll try to restore your page." (Not exact message.) I have screen shots of the details, which are always the same. The first two lines of the details are: AdapterDeviceID: 0x2e22 AdapterVendorID: 0x8086 With the help of technicians I have tried the following fixes, none of which work: Checked my video drivers. Updated my Intel drivers. Fiddled with the compatibility window. Tried Windows 7 and Windows XP. Checked and unchecked various items. Clicked on Mozilla's "troubleshoot compatibility," which made some changes. I am not computer-savvy. However, anyone who cares to respond can make your suggestions as technical as you need to; I'll share them with my technician.

I have a Dell Windows 7 Professional 64-bit machine. Firefox keeps crashing. "Sorry. Firefox had to close. We'll try to restore your page." (Not exact message.) I have screen shots of the details, which are always the same. The first two lines of the details are: AdapterDeviceID: 0x2e22 AdapterVendorID: 0x8086 With the help of technicians I have tried the following fixes, none of which work: Checked my video drivers. Updated my Intel drivers. Fiddled with the compatibility window. Tried Windows 7 and Windows XP. Checked and unchecked various items. Clicked on Mozilla's "troubleshoot compatibility," which made some changes. I am not computer-savvy. However, anyone who cares to respond can make your suggestions as technical as you need to; I'll share them with my technician.

Additional System Details

Installed Plug-ins

  • Shockwave Flash 13.0 r0
  • Adobe PDF Plug-In For Firefox and Netscape 11.0.07
  • Google Update
  • Citrix Online App Detector Plugin
  • The plugin allows you to have a better experience with Microsoft SharePoint
  • 5.1.30214.0

Application

  • Firefox 30.0
  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:30.0) Gecko/20100101 Firefox/30.0
  • Support URL: https://support.mozilla.org/1/firefox/30.0/WINNT/en-US/

Extensions

  • Troubleshooter 1.1a (troubleshooter@mozilla.org)

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: Intel(R) G45/G43 Express Chipset
  • adapterDescription2:
  • adapterDeviceID: 0x2e22
  • adapterDeviceID2:
  • adapterDrivers: igdumd64 igd10umd64 igdumdx32 igd10umd32
  • adapterDrivers2:
  • adapterRAM: Unknown
  • adapterRAM2:
  • adapterVendorID: 0x8086
  • adapterVendorID2:
  • direct2DEnabled: True
  • directWriteEnabled: True
  • directWriteVersion: 6.2.9200.16571
  • driverDate: 10-4-2012
  • driverDate2:
  • driverVersion: 8.15.10.2869
  • driverVersion2:
  • info: {u'AzureCanvasBackend': u'direct2d', u'AzureFallbackCanvasBackend': u'cairo', u'AzureContentBackend': u'direct2d', u'AzureSkiaAccelerated': 0}
  • isGPU2Active: False
  • numAcceleratedWindows: 1
  • numTotalWindows: 1
  • webglRenderer: Google Inc. -- ANGLE (Intel(R) G45/G43 Express Chipset Direct3D9Ex vs_3_0 ps_3_0)
  • windowLayerManagerRemote: False
  • windowLayerManagerType: Direct3D 10

Modified Preferences

  • accessibility.typeaheadfind.flashBar: 0
  • browser.cache.disk.capacity: 358400
  • browser.cache.disk.smart_size.first_run: False
  • browser.cache.disk.smart_size.use_old_max: False
  • browser.cache.disk.smart_size_cached_value: 358400
  • browser.places.smartBookmarksVersion: 7
  • browser.sessionstore.upgradeBackup.latestBuildID: 20140605174243
  • browser.startup.homepage: http://news.google.com/news?ned=tus&ar=1400027056|http://evidenceanecdotal.blogspot.com/|http://thedabbler.co.uk/|http://hootingyard.org/|http://www.theparisreview.org/|http://www.midhudsonnews.com/
  • browser.startup.homepage_override.buildID: 20140605174243
  • browser.startup.homepage_override.mstone: 30.0
  • dom.mozApps.used: True
  • extensions.lastAppVersion: 30.0
  • font.internaluseonly.changed: True
  • gfx.direct3d.last_used_feature_level_idx: 1
  • network.cookie.prefsMigrated: True
  • places.database.lastMaintenance: 1402501215
  • places.history.expiration.transient_current_max_pages: 104858
  • plugin.disable_full_page_plugin_for_types: application/pdf
  • plugin.importedState: True
  • privacy.sanitize.migrateFx3Prefs: True
  • storage.vacuum.last.index: 1
  • storage.vacuum.last.places.sqlite: 1400017944

Misc

  • User JS: No
  • Accessibility: No
Andrew
  • Moderator
321 solutions 4041 answers

We're sorry to hear that your Firefox seems to be crashing when you open it. Please perform the following steps to give us a crash report ID that helps us find out more about the cause of the crash.

  1. Press the following shortcut to get a Run window: [Windows] + [R]. This should bring up a window that contains a text field.
  2. In that text field, enter %APPDATA% and press Enter. An explorer window should open.
  3. From that explorer window, double-click on the Mozilla folder, then double-click on Firefox and then on Crash reports. Double-click on submitted.
  4. Now, you should see a list of files that contain reports. Go to View > Arrange Icons by > Modified to get the most recent files at the top of the window.
  5. Open the most recent 5 files with a text editor and copy the IDs.
  6. Paste each ID with bp- into the reply window on the forums.

Thanks in advance!

You can find more information and troubleshooting steps in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article.

We're sorry to hear that your Firefox seems to be crashing when you open it. Please perform the following steps to give us a crash report ID that helps us find out more about the cause of the crash. #Press the following shortcut to get a Run window: [Windows] + [R]. This should bring up a window that contains a text field. #In that text field, enter %APPDATA% and press Enter. An explorer window should open. #From that explorer window, double-click on the ''Mozilla'' folder, then double-click on ''Firefox'' and then on ''Crash reports''. Double-click on ''submitted''. #Now, you should see a list of files that contain reports. Go to ''View'' > ''Arrange Icons by'' > ''Modified'' to get the most recent files at the top of the window. #Open the most recent 5 files with a text editor and copy the IDs. #Paste each ID with '''bp-''' into the reply window on the forums. Thanks in advance! You can find more information and troubleshooting steps in the [[Firefox crashes]] article.

Question owner

Thank you, Andrew.

One correction: My Firefox doesn't crash on opening. It crashes after I have opened it and have been using it for a while -- sometimes once an hour, often more frequently. The more I use Firefox, going to different websites, the more frequently it crashes. However, Firefox also crashes when I'm not using it at all.

Here are the five latest crash reports, as you requested: Crash ID: bp-1a804575-1316-4049-a5a9-efd7a2140610 Crash ID: bp-79b2a635-117f-4ea0-9e4c-f173f2140611 Crash ID: bp-8dcdd60b-63e6-47d4-b6e0-8ae2f2140610 Crash ID: bp-50e58419-df53-49e5-86ae-566be2140611 Crash ID: bp-d555cf2c-98b0-451c-83af-fabed2140610

Thank you, Andrew. One correction: My Firefox doesn't crash on opening. It crashes after I have opened it and have been using it for a while -- sometimes once an hour, often more frequently. The more I use Firefox, going to different websites, the more frequently it crashes. However, Firefox also crashes when I'm not using it at all. Here are the five latest crash reports, as you requested: Crash ID: bp-1a804575-1316-4049-a5a9-efd7a2140610 Crash ID: bp-79b2a635-117f-4ea0-9e4c-f173f2140611 Crash ID: bp-8dcdd60b-63e6-47d4-b6e0-8ae2f2140610 Crash ID: bp-50e58419-df53-49e5-86ae-566be2140611 Crash ID: bp-d555cf2c-98b0-451c-83af-fabed2140610
FredMcD
  • Top 10 Contributor
4246 solutions 59390 answers
One of your crash reports lead me to this; http://www.bing.com/search?q=972ce4c6-7e08-4474-a285-3208198ce6fd&pc=MOZI
FredMcD
  • Top 10 Contributor
4246 solutions 59390 answers

Helpful Reply

Start Firefox in Safe Mode {web link} While you are in safe mode; Press the <Alt> or <F10> key to bring up the tool bar. Followed by;

Windows; Tools > Options Linux; Edit > Preferences Mac; application name > Preferences

Then Advanced > General. Look for and turn off Use Hardware Acceleration.

Poke around safe web sites and see if there is still a problem. Then restart.

'''''[https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Start Firefox in Safe Mode]''''' {web link} While you are in safe mode; Press the '''<Alt>''' or '''<F10>''' key to bring up the tool bar. Followed by; Windows; '''Tools > Options''' Linux; '''Edit > Preferences''' Mac; ''application name'' '''> Preferences''' Then '''Advanced > General.''' Look for and turn off '''Use Hardware Acceleration'''. Poke around safe web sites and see if there is still a problem. Then restart.

Question owner

I turned off Hardware Acceleration. Firefox continues to crash. A new error message has been appearing with each crash (along with the old one reported above): "Plugin Container for Firefox has stopped working." This new "plugin" message began showing up before I turned off Hardware Acceleration, so it has nothing to do with that. Any ideas?

I turned off Hardware Acceleration. Firefox continues to crash. A new error message has been appearing with each crash (along with the old one reported above): "Plugin Container for Firefox has stopped working." This new "plugin" message began showing up before I turned off Hardware Acceleration, so it has nothing to do with that. Any ideas?
FredMcD
  • Top 10 Contributor
4246 solutions 59390 answers

Two ideas;

It could be the work of one of your add-ons, or even add / mal-ware. Look thru your add-ons list and make sure you know what each one is there for. Also, check the programs that are on your computer

Windows: Start > Control Panel > Uninstall Programs.

Go thru the list. If you find something that you don't know what it is, use a web search.

Troubleshoot Firefox Issues Caused By Malware {web link}

Two ideas; * It could be the work of one of your add-ons, or even add / mal-ware. Look thru your add-ons list and make sure you know what each one is there for. Also, check the programs that are on your computer '''Windows:''' Start > Control Panel > Uninstall Programs. Go thru the list. If you find something that you don't know what it is, use a web search. '''''[https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-caused-malware Troubleshoot Firefox Issues Caused By Malware]''''' {web link}

Modified by James

FredMcD
  • Top 10 Contributor
4246 solutions 59390 answers

Start your Computer in safe mode with networking. See if Firefox still crashes.

* Start your '''Computer''' in safe mode with networking. See if Firefox still crashes.

Question owner

I checked my programs; found one that was dubious: "Requirements Lab for Intel" from Husdawg LLC. My tech said it was kosher, but that it wouldn’t hurt to uninstall it, so I uninstalled it.

Then I ran the computer in safe mode with networking. Firefox still crashed. I did notice that the first line of the details was different from crashes in normal mode. Instead of “AdapterDeviceID: 0x2e22” it read “AdapterDeviceID: 000000” (because it was in safe mode, I suppose).

So – it crashes in safe mode. What should I do next?

I checked my programs; found one that was dubious: "Requirements Lab for Intel" from Husdawg LLC. My tech said it was kosher, but that it wouldn’t hurt to uninstall it, so I uninstalled it. Then I ran the computer in safe mode with networking. Firefox still crashed. I did notice that the first line of the details was different from crashes in normal mode. Instead of “AdapterDeviceID: 0x2e22” it read “AdapterDeviceID: 000000” (because it was in safe mode, I suppose). So – it crashes in safe mode. What should I do next?
FredMcD
  • Top 10 Contributor
4246 solutions 59390 answers

Have you run the mal-ware programs?

Have you run the mal-ware programs?

Question owner

I tried running a full scan from Microsoft Security Essentials. The scan kept stopping, with an error message, “Your PC Couldn’t be Scanned.” I phone Microsoft and got an intelligent tech who spent two hours in my system, clearing out dubious cookies, programs and files. His theory – and it is also something I’ve thought possible – is that when I was using a program called Wormhole, which allowed me to use a single keyboard and mouse for my old XP and my Windows 7 via two flash drive connection, some bad files were transferred from the XP to this machine, the Windows 7. (I stopped using Wormhole after about a week because my Windows 7 machine obviously didn’t like it.) I asked him to send me an e-mail, describing what he had done, but I haven’t received it yet. So, the answer is yes, I guess: I have run a mal-ware program. And – Mozilla is still crashing.

I tried running a full scan from Microsoft Security Essentials. The scan kept stopping, with an error message, “Your PC Couldn’t be Scanned.” I phone Microsoft and got an intelligent tech who spent two hours in my system, clearing out dubious cookies, programs and files. His theory – and it is also something I’ve thought possible – is that when I was using a program called Wormhole, which allowed me to use a single keyboard and mouse for my old XP and my Windows 7 via two flash drive connection, some bad files were transferred from the XP to this machine, the Windows 7. (I stopped using Wormhole after about a week because my Windows 7 machine obviously didn’t like it.) I asked him to send me an e-mail, describing what he had done, but I haven’t received it yet. So, the answer is yes, I guess: I have run a mal-ware program. And – Mozilla is still crashing.
FredMcD
  • Top 10 Contributor
4246 solutions 59390 answers

Run most or all of the listed malware scanners. Each works differently. If one program misses something, another may pick it up.

Sometimes a problem with Firefox may be a result of malware installed on your computer, that you may not be aware of.

You can try these free programs to scan for malware, which work with your existing antivirus software:

Microsoft Security Essentials is a good permanent antivirus for Windows 7/Vista/XP if you don't already have one.

Further information can be found in the Troubleshoot Firefox issues caused by malware article.

Did this fix your problems? Please report back to us!

Run most or all of the listed malware scanners. Each works differently. If one program misses something, another may pick it up. Sometimes a problem with Firefox may be a result of malware installed on your computer, that you may not be aware of. You can try these free programs to scan for malware, which work with your existing antivirus software: * [http://www.microsoft.com/security/scanner/default.aspx Microsoft Safety Scanner] * [http://www.malwarebytes.org/products/malwarebytes_free/ MalwareBytes' Anti-Malware] * [http://support.kaspersky.com/faq/?qid=208283363 TDSSKiller - AntiRootkit Utility] * [http://www.surfright.nl/en/hitmanpro/ Hitman Pro] * [http://www.eset.com/us/online-scanner/ ESET Online Scanner] [http://windows.microsoft.com/MSE Microsoft Security Essentials] is a good permanent antivirus for Windows 7/Vista/XP if you don't already have one. Further information can be found in the [[Troubleshoot Firefox issues caused by malware]] article. Did this fix your problems? Please report back to us!

Question owner

I ran scans with all 5 programs you mentioned. It turns out I already have Malware Bytes on my computer and it runs scheduled scans. No viruses were found.

Hitman listed quite a few cookies and some other things (mainly including the word "plug") as "threats." I wasn't sure what to do so I quarantined the threats and let the cookies stand. If I should treat that list differently, let me know and I'll scan with Hitman again.

Incidentally, my Thunderbird is crashing as well as Firefox -- with the same error message and a similar list of "details."

I ran scans with all 5 programs you mentioned. It turns out I already have Malware Bytes on my computer and it runs scheduled scans. No viruses were found. Hitman listed quite a few cookies and some other things (mainly including the word "plug") as "threats." I wasn't sure what to do so I quarantined the threats and let the cookies stand. If I should treat that list differently, let me know and I'll scan with Hitman again. Incidentally, my Thunderbird is crashing as well as Firefox -- with the same error message and a similar list of "details."

Question owner

Thunderbird crashed about a dozen times within a minute or two this morning. That's never happened before. Might it have something to do with the programs I quarantined in Hitman? (See my post of yesterday.) This is not a threat, but a lament: am I going to have to give up on Mozilla?

Thunderbird crashed about a dozen times within a minute or two this morning. That's never happened before. Might it have something to do with the programs I quarantined in Hitman? (See my post of yesterday.) This is not a threat, but a lament: am I going to have to give up on Mozilla?

Question owner

Thunderbird is crashing so much that I have not been able to use it and am dealing with e-mails through my e-mail provider.

Thunderbird is crashing so much that I have not been able to use it and am dealing with e-mails through my e-mail provider.
FredMcD
  • Top 10 Contributor
4246 solutions 59390 answers

I don't know Thunderbird. Can you start it in safe mode?

With cookies, just tell your scan programs to ignore them.

I don't know Thunderbird. Can you start it in safe mode? With cookies, just tell your scan programs to ignore them.

Question owner

I found my way to System Restore. I restored the system to pre-Hitman settings. Thunderbird is no longer constantly crashing.

I found my way to System Restore. I restored the system to pre-Hitman settings. Thunderbird is no longer constantly crashing.

Question owner

So, Thunderbird problem solved -- partially. (It was occasionally crashing before I ran the Hitman scan.)

Back to Firefox. What should be my next step in solving the problem of frequent Firefox crashes? I've run the scans you suggested: no mal-ware found.

So, Thunderbird problem solved -- partially. (It was occasionally crashing before I ran the Hitman scan.) Back to Firefox. What should be my next step in solving the problem of frequent Firefox crashes? I've run the scans you suggested: no mal-ware found.
FredMcD
  • Top 10 Contributor
4246 solutions 59390 answers

Post your latest crash reports. There have been many crashes over the last few versions, and the big guys have been trying to sort out the cause.

https://support.mozilla.org/en-US/forums/contributors/710406

Post your latest crash reports. There have been many crashes over the last few versions, and the big guys have been trying to sort out the cause. https://support.mozilla.org/en-US/forums/contributors/710406

Question owner

Here are the crash reports. Incidentally, my wife uses Firefox on a Windows 7 (as I do) and she says it never crashes.

bp-f7a0df87-0ebc-49e0-b449-4ca002140617.txt bp-f99ae545-6c94-4aed-88e6-a23f02140616.txt bp-954ec4e6-ac4c-4c48-adbd-c45002140616.txt bp-a6390add-57c6-43af-a0a2-0eb952140614.txt bp-7482f43e-2f8c-46db-a765-bf47c2140614.txt bp-5abcd69d-f8c3-4148-92cf-d9c412140613.txt bp-ec7c55c4-51d4-4751-a1b4-096022140613.txt bp-1984b1aa-79af-4b23-a3e6-933b62140613.txt bp-39c5e87c-fc74-4b3a-b225-797972140624.txt bp-57b53ec6-3659-4cf7-a006-654dd2140624.txt bp-728c5bb2-3385-43b6-92f1-d73302140623.txt bp-8c6ff30f-caa4-4879-87b8-454af2140623.txt bp-7ca40bc0-d6e2-4a2b-8090-770642140622.txt bp-3d2094b1-cd64-4462-8993-fce572140621.txt bp-01f33b51-c44f-46d2-baf2-08e132140620.txt bp-443881a2-31bb-444c-a8a5-a71762140620.txt bp-12226b3d-32f2-4ac5-b304-0f4ac2140620.txt bp-af24ca38-54bc-459d-bcd8-9a34a2140619.txt bp-32a48b89-dbb3-44f2-b7e3-cd74f2140619.txt bp-96ca07b6-2455-45e0-b85b-d5d0a2140618.txt bp-c0d67860-6359-4531-9400-f59682140618.txt

Here are the crash reports. Incidentally, my wife uses Firefox on a Windows 7 (as I do) and she says it never crashes. bp-f7a0df87-0ebc-49e0-b449-4ca002140617.txt bp-f99ae545-6c94-4aed-88e6-a23f02140616.txt bp-954ec4e6-ac4c-4c48-adbd-c45002140616.txt bp-a6390add-57c6-43af-a0a2-0eb952140614.txt bp-7482f43e-2f8c-46db-a765-bf47c2140614.txt bp-5abcd69d-f8c3-4148-92cf-d9c412140613.txt bp-ec7c55c4-51d4-4751-a1b4-096022140613.txt bp-1984b1aa-79af-4b23-a3e6-933b62140613.txt bp-39c5e87c-fc74-4b3a-b225-797972140624.txt bp-57b53ec6-3659-4cf7-a006-654dd2140624.txt bp-728c5bb2-3385-43b6-92f1-d73302140623.txt bp-8c6ff30f-caa4-4879-87b8-454af2140623.txt bp-7ca40bc0-d6e2-4a2b-8090-770642140622.txt bp-3d2094b1-cd64-4462-8993-fce572140621.txt bp-01f33b51-c44f-46d2-baf2-08e132140620.txt bp-443881a2-31bb-444c-a8a5-a71762140620.txt bp-12226b3d-32f2-4ac5-b304-0f4ac2140620.txt bp-af24ca38-54bc-459d-bcd8-9a34a2140619.txt bp-32a48b89-dbb3-44f2-b7e3-cd74f2140619.txt bp-96ca07b6-2455-45e0-b85b-d5d0a2140618.txt bp-c0d67860-6359-4531-9400-f59682140618.txt
FredMcD
  • Top 10 Contributor
4246 solutions 59390 answers

Were you watching a video / audio at the time?

Do you change the Firefox window size?

Were you watching a video / audio at the time? Do you change the Firefox window size?