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Firefox crashes when using Google search

Posted

bp-9a5cb747-1cc2-499e-816b-aff7a2141124

When I try to search on Google, it will automatically close and it happened every single day.

bp-9a5cb747-1cc2-499e-816b-aff7a2141124 When I try to search on Google, it will automatically close and it happened every single day.

Chosen solution

Unfortunately, this crash involves your Norton software. Perhaps it is checking the links in the Google results to see whether they are trustworthy?

Can you go to the Add-ons page and see whether you can turn off link checking temporarily to see whether that helps. Either:

  • Ctrl+Shift+a
  • "3-bar" menu button (or Tools menu) > Add-ons

In the left column, click Extensions. Then find the Norton Toolbar and look for an Options button to see whether you can modify how it works. If all else fails, try disabling it for a few hours (Firefox may show a link for restarting if that is needed to disable the extension).

Read this answer in context 1

Additional System Details

Installed Plug-ins

  • Google Update
  • The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more information, visit the QuickTime Web site.
  • Shockwave Flash 15.0 r0
  • Next Generation Java Plug-in 10.71.2 for Mozilla browsers
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • Adobe PDF Plug-In For Firefox and Netscape 11.0.9
  • 5.1.30514.0
  • iTunes Detector Plug-in
  • Unity Player 4.3.5f1
  • The plugin allows you to have a better experience with Microsoft SharePoint
  • 2.3.0
  • NPWLPG
  • 0.70.4

Application

  • Firefox 33.1
  • User Agent: Mozilla/5.0 (Windows NT 6.3; WOW64; rv:33.0) Gecko/20100101 Firefox/33.0
  • Support URL: https://support.mozilla.org/1/firefox/33.1/WINNT/en-US/

Extensions

  • HTTPS-Everywhere 4.0.2 (https-everywhere@eff.org)
  • IDM CC 7.3.89 (mozilla_cc@internetdownloadmanager.com)
  • Norton Toolbar 2014.7.9.8 ({2D3F3651-74B9-4795-BDEC-6DA2F431CB62})
  • Troubleshooter 1.1a (troubleshooter@mozilla.org)

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: Intel(R) HD Graphics 3000
  • adapterDescription2:
  • adapterDeviceID: 0x0112
  • adapterDeviceID2:
  • adapterDrivers: igdumd64 igd10umd64 igd10umd64 igdumd32 igd10umd32 igd10umd32
  • adapterDrivers2:
  • adapterRAM: Unknown
  • adapterRAM2:
  • adapterVendorID: 0x8086
  • adapterVendorID2:
  • direct2DEnabled: True
  • directWriteEnabled: True
  • directWriteVersion: 6.3.9600.17111
  • driverDate: 3-20-2014
  • driverDate2:
  • driverVersion: 9.17.10.3517
  • 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) HD Graphics 3000 Direct3D9Ex vs_3_0 ps_3_0)
  • windowLayerManagerRemote: True
  • windowLayerManagerType: Direct3D 11

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.cache.frecency_experiment: 2
  • browser.places.smartBookmarksVersion: 7
  • browser.sessionstore.upgradeBackup.latestBuildID: 20141106120505
  • browser.startup.homepage: about:home
  • browser.startup.homepage_override.buildID: 20141106120505
  • browser.startup.homepage_override.mstone: 33.1
  • browser.tabs.warnOnClose: False
  • browser.urlbar.autocomplete.enabled: False
  • dom.mozApps.used: True
  • extensions.lastAppVersion: 33.1
  • font.internaluseonly.changed: False
  • gfx.direct3d.last_used_feature_level_idx: 0
  • keyword.URL: http://www.default-search.net/search?sid=503&aid=100&itype=n&ver=13001&tm=404&src=ds&p=
  • media.gmp-gmpopenh264.lastUpdate: 1414822439
  • media.gmp-gmpopenh264.version: 1.1
  • media.gmp-manager.lastCheck: 1416732150
  • network.cookie.prefsMigrated: True
  • places.database.lastMaintenance: 1416743289
  • places.history.enabled: False
  • places.history.expiration.transient_current_max_pages: 104858
  • plugin.disable_full_page_plugin_for_types: application/pdf
  • plugin.importedState: True
  • privacy.sanitize.migrateFx3Prefs: True
  • security.tls.version.min: 1
  • storage.vacuum.last.index: 1
  • storage.vacuum.last.places.sqlite: 1415263123

Misc

  • User JS: No
  • Accessibility: No
jscher2000
  • Top 10 Contributor
8793 solutions 71928 answers

Chosen Solution

Unfortunately, this crash involves your Norton software. Perhaps it is checking the links in the Google results to see whether they are trustworthy?

Can you go to the Add-ons page and see whether you can turn off link checking temporarily to see whether that helps. Either:

  • Ctrl+Shift+a
  • "3-bar" menu button (or Tools menu) > Add-ons

In the left column, click Extensions. Then find the Norton Toolbar and look for an Options button to see whether you can modify how it works. If all else fails, try disabling it for a few hours (Firefox may show a link for restarting if that is needed to disable the extension).

Unfortunately, this crash involves your Norton software. Perhaps it is checking the links in the Google results to see whether they are trustworthy? Can you go to the Add-ons page and see whether you can turn off link checking temporarily to see whether that helps. Either: * Ctrl+Shift+a * "3-bar" menu button (or Tools menu) > Add-ons In the left column, click Extensions. Then find the Norton Toolbar and look for an Options button to see whether you can modify how it works. If all else fails, try disabling it for a few hours (Firefox may show a link for restarting if that is needed to disable the extension).
pnw360bob 0 solutions 2 answers

What happens when you select a different search provider from the "Search Bar" does it crash? If Google is the only Search engine crashing you may be able to fix the problem by selecting "Manage Search Engines..." on the dropdown you get when you click on that little carrot next to the g and before Google on the Search Bar.

Select Google and remove it from the "Manage Search Engine List" window that pops up.

You can then reinstall the Google default search engine from the Link that is at the bottom of that "Manage Search Engine List" window, click on "Get more search engines..." Point your mouse cursor over "Google default" and click on the "Add to Firefox" button.

What happens when you select a different search provider from the "Search Bar" does it crash? If Google is the only Search engine crashing you may be able to fix the problem by selecting "Manage Search Engines..." on the dropdown you get when you click on that little carrot next to the g and before Google on the Search Bar. Select Google and remove it from the "Manage Search Engine List" window that pops up. You can then reinstall the Google default search engine from the Link that is at the bottom of that "Manage Search Engine List" window, click on "Get more search engines..." Point your mouse cursor over "Google default" and click on the "Add to Firefox" button.

Modified by pnw360bob

Question owner

Hi jscher2000, I already disable Norton Toolbar extension for a moment and will report it here if there is any changes happen.

Hi pnw360bob, crash happened not only when I use those search bar. When I manually search on google (means I surf www.google.com and search over there), crash still happened.

Hi jscher2000, I already disable Norton Toolbar extension for a moment and will report it here if there is any changes happen. Hi pnw360bob, crash happened not only when I use those search bar. When I manually search on google (means I surf www.google.com and search over there), crash still happened.
Moses
  • Moderator
459 solutions 3607 answers

If Firefox has crashed again since posting your question here, can you provide the newest crash IDs?

  1. Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
  2. Copy the 5 most recent Report IDs that start with bp- and paste them into your response here.
If Firefox has crashed again since posting your question here, can you provide the newest crash IDs? #Enter ''about:crashes'' in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below. #Copy the '''5''' most recent Report IDs that start with '''bp-''' and paste them into your response here.
mrento 0 solutions 2 answers

Helpful Reply

I have just chatted with Norton support, and was told this is a known problem with the Norton Toolbar for Firefox (compatibility problem with current version), but there is no estimated date for a fix.

The support guy said when it is available, the fix will be distributed by the normal Norton anti-virus LiveUpdate process.

I have just chatted with Norton support, and was told this is a known problem with the Norton Toolbar for Firefox (compatibility problem with current version), but there is no estimated date for a fix. The support guy said when it is available, the fix will be distributed by the normal Norton anti-virus LiveUpdate process.
davesuomessa 0 solutions 2 answers

The same is happening to me and I don't use Norton.

Here are my crash reports...

bp-07436670-fa4f-48b3-811c-f4a4e2150414 14.4.2015 20:12 bp-f648ee0b-dfe6-41bc-b66b-542b82150414 14.4.2015 16:47 bp-038e0ae5-c408-414f-8126-891fa2150414 14.4.2015 15:35 bp-cd8f9625-c76a-4288-ad45-3e57b2150414 14.4.2015 15:29 bp-3c7626f3-0dca-4245-8ae1-aee2f2150414 14.4.2015 14:39

The same is happening to me and I don't use Norton. Here are my crash reports... bp-07436670-fa4f-48b3-811c-f4a4e2150414 14.4.2015 20:12 bp-f648ee0b-dfe6-41bc-b66b-542b82150414 14.4.2015 16:47 bp-038e0ae5-c408-414f-8126-891fa2150414 14.4.2015 15:35 bp-cd8f9625-c76a-4288-ad45-3e57b2150414 14.4.2015 15:29 bp-3c7626f3-0dca-4245-8ae1-aee2f2150414 14.4.2015 14:39
jscher2000
  • Top 10 Contributor
8793 solutions 71928 answers

Hi davesuomessa, I think it would make more sense to continue the discussion of your crashes in your thread here: https://support.mozilla.org/questions/1057380 -- assuming it's the same system.

Hi davesuomessa, I think it would make more sense to continue the discussion of your crashes in your thread here: https://support.mozilla.org/questions/1057380 -- assuming it's the same system.