Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Firefox crashes

  • 10 replies
  • 3 have this problem
  • 879 views
  • Last reply by philipp

more options

Firefox instantly crashes after install. Restarting doesn't do anything, instacrash every time. Here is the crash log:

AdapterDeviceID: 0x2e12 AdapterVendorID: 0x8086 AvailablePageFile: 5263884288 AvailablePhysicalMemory: 1953644544 AvailableVirtualMemory: 1912852480 BIOS_Manufacturer: Dell Inc. BlockedDllList: BreakpadReserveAddress: 34340864 BreakpadReserveSize: 41943040 BuildID: 20140716183446 CrashTime: 1408994467 FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1408991401 IsGarbageCollecting: 1 Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x2e12, AdapterSubsysID: 027f1028, AdapterDriverVersion: 8.15.10.2302 D2D? D2D+ DWrite? DWrite+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SecondsSinceLastCrash: 207 StartupTime: 1408994466 SystemMemoryUsePercentage: 43 Throttleable: 1 TotalPageFile: 6901211136 TotalPhysicalMemory: 3451502592 TotalVirtualMemory: 2147352576 URL: Vendor: Mozilla Version: 31.0 Winsock_LSP: Sophos Web Intelligence IFSLSP over [MSAFD Tcpip [TCP/IP]] : 2 : 1 :

Sophos Web Intelligence IFSLSP over [MSAFD Tcpip [UDP/IP]] : 2 : 2 : C:\ProgramData\Sophos\Web Intelligence\swi_ifslsp.dll 
Sophos Web Intelligence IFSLSP over [MSAFD Tcpip [TCP/IPv6]] : 2 : 1 :  
Sophos Web Intelligence IFSLSP over [MSAFD Tcpip [UDP/IPv6]] : 2 : 2 : C:\ProgramData\Sophos\Web Intelligence\swi_ifslsp.dll 
Sophos Web Intelligence IFSLSP over [RSVP TCPv6 Service Provider] : 2 : 1 :  
Sophos Web Intelligence IFSLSP over [RSVP TCP Service Provider] : 2 : 1 : C:\ProgramData\Sophos\Web Intelligence\swi_ifslsp.dll 
Sophos Web Intelligence IFSLSP over [RSVP UDPv6 Service Provider] : 2 : 2 :  
Sophos Web Intelligence IFSLSP over [RSVP UDP Service Provider] : 2 : 2 : C:\ProgramData\Sophos\Web Intelligence\swi_ifslsp.dll 
MSAFD Tcpip [TCP/IP] : 2 : 1 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [UDP/IP] : 2 : 2 :  
MSAFD Tcpip [RAW/IP] : 2 : 3 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [TCP/IPv6] : 2 : 1 :  
MSAFD Tcpip [UDP/IPv6] : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [RAW/IPv6] : 2 : 3 :  
RSVP TCPv6 Service Provider : 2 : 1 : %SystemRoot%\system32\mswsock.dll 
RSVP TCP Service Provider : 2 : 1 :  
RSVP UDPv6 Service Provider : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
RSVP UDP Service Provider : 2 : 2 :  
MSAFD NetBIOS [\Device\NetBT_Tcpip_{0ABCC00A-B68A-40D3-9AD0-76AD9F773237}] SEQPACKET 1 : 2 : 5 : %SystemRoot%\system32\mswsock.dll 
MSAFD NetBIOS [\Device\NetBT_Tcpip_{0ABCC00A-B68A-40D3-9AD0-76AD9F773237}] DATAGRAM 1 : 2 : 2 :  
MSAFD NetBIOS [\Device\NetBT_Tcpip6_{016119E7-B0D7-4340-821F-AE783F38311B}] SEQPACKET 0 : 2 : 5 : %SystemRoot%\system32\mswsock.dll 
MSAFD NetBIOS [\Device\NetBT_Tcpip6_{016119E7-B0D7-4340-821F-AE783F38311B}] DATAGRAM 0 : 2 : 2 :  
MSAFD NetBIOS [\Device\NetBT_Tcpip6_{0ABCC00A-B68A-40D3-9AD0-76AD9F773237}] SEQPACKET 2 : 2 : 5 : %SystemRoot%\system32\mswsock.dll 
MSAFD NetBIOS [\Device\NetBT_Tcpip6_{0ABCC00A-B68A-40D3-9AD0-76AD9F773237}] DATAGRAM 2 : 2 : 2 :  
Sophos Web Intelligence IFSLSP : 2 : 0 : 

useragent_locale: en-US

This report also contains technical information about the state of the application when it crashed.

Thanks

Chosen solution

Thanks for the replies. Even after uninstalling, there was still a folder in Program Files that wasn't getting removed. After deleting that Mozilla folder after an uninstall and then reinstalling Firefox fixed my crashing issue.

Read this answer in context 👍 0

All Replies (10)

more options

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 Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.

more options

Can you start Firefox in Safe Mode? {web link}

more options

Followed the steps, here are the most recent 5:

Crash ID: bp-0dca22d1-a22b-4057-b6a4-99b302140825 Crash ID: bp-fa4b372b-4ca7-413b-8c17-a50f22140825 Crash ID: bp-9bb9250d-3c96-45af-9327-9ffa52140825 Crash ID: bp-1bbfcc3f-73b2-48e4-94a9-f69d02140825 Crash ID: bp-c56eca0e-5e74-4321-a549-2cbf12140825

Thanks

more options

No I cannot enter safe mode either.

more options

The crash reports are talking about JavaScript

more options

@crashissuehelpthanks, can you test if the crash continues when you update & install firefox 32 beta from https://www.mozilla.org/firefox/beta? thank you

more options

Chosen Solution

Thanks for the replies. Even after uninstalling, there was still a folder in Program Files that wasn't getting removed. After deleting that Mozilla folder after an uninstall and then reinstalling Firefox fixed my crashing issue.

more options

do you happen to have that remaining folder still in your trash? maybe it can hold some clues as to what happened here (malware, file corruption, etc) to help other affected users.

more options

Yes, I still have the folder, hopefully it doesn't have any sensitive information inside.

Here is a link to it: https://drive.google.com/folderview?id=0B4hQnmSqU0eHQ0ZxLXhIMlVReTg&usp=sharing

Let me know if there is a better way to share this file.

more options

many thanks, i was able to download the folder and could also replicate the crash in firefox 31 by putting the contents into the default firefox folder (it doesn't crash in older versions and will fail silently in firefox 32 and above without generating a crash report)...

the contents of the folder were really strange though - they look as if they were part of the firefox source code but not the compiled executable program itself. i have no idea though how they would have ended up in your program folder the way they did in the first place, so maybe we'll have to accept that as a strange anomaly and hope that affected users can find the same solution as you and attempt a clean reinstall. thanks again!