X
Tap here to go to the mobile version of the site.

Support Forum

Firefox crashes at start-up

Posted

Today Firefox has been crashing immediately on start-up. Yesterday it was crashing repeatedly after a short while of being opened, and today it won't open at all. I have updated Firefox and the graphics drivers and checked for viruses and malware, but none of this seems to be the problem.

The last few crash details are as follows:

Crash ID: bp-25bdb4d0-800c-4ad5-8344-a5f652141203

Crash ID: bp-d2c57604-e2f3-4deb-91b6-c9c4f2141203

Crash ID: bp-70761898-d444-4028-a287-6b4612141203

I hope someone can help me with my query.

Many thanks.

Today Firefox has been crashing immediately on start-up. Yesterday it was crashing repeatedly after a short while of being opened, and today it won't open at all. I have updated Firefox and the graphics drivers and checked for viruses and malware, but none of this seems to be the problem. The last few crash details are as follows: Crash ID: bp-25bdb4d0-800c-4ad5-8344-a5f652141203 Crash ID: bp-d2c57604-e2f3-4deb-91b6-c9c4f2141203 Crash ID: bp-70761898-d444-4028-a287-6b4612141203 I hope someone can help me with my query. Many thanks.

Chosen solution

Can you bring up the Profile Manager to create a new profile?

Create a new profile as a test to check if your current profile is causing the problem.

See "Creating a profile":

If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems.


Boot the computer in Windows Safe Mode with network support (press F8 on the boot screen) as a test.

Do a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions.

Make sure that you update each program to get the latest version of their databases before doing a scan.

You can also do a check for a rootkit infection with TDSSKiller.

See also:

Read this answer in context 1

Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.3; WOW64; Trident/7.0; .NET4.0E; .NET4.0C; .NET CLR 3.5.30729; .NET CLR 2.0.50727; .NET CLR 3.0.30729; McAfee; MATMJS; rv:11.0) like Gecko

More Information

philipp
  • Top 25 Contributor
  • Moderator
5330 solutions 23537 answers

Helpful Reply

hello LadyJoanne, please try to reset firefox by holding the shift key while you're launching the browser & then choose reset in the dialog that appears.

Refresh Firefox - reset add-ons and settings

hello LadyJoanne, please try to reset firefox by holding the shift key while you're launching the browser & then choose reset in the dialog that appears. [[Reset Firefox – easily fix most problems]]

Question owner

Hello Philipp,

I've just tried to launch the browser while holding the shift key, but it crashed immediately as it did before, and the Firefox Safe Mode dialog didn't appear. I've also updated Windows and uninstalled then reinstalled Firefox, but neither of these actions worked either.

Hello Philipp, I've just tried to launch the browser while holding the shift key, but it crashed immediately as it did before, and the Firefox Safe Mode dialog didn't appear. I've also updated Windows and uninstalled then reinstalled Firefox, but neither of these actions worked either.
cor-el
  • Top 10 Contributor
  • Moderator
17689 solutions 160037 answers

Chosen Solution

Can you bring up the Profile Manager to create a new profile?

Create a new profile as a test to check if your current profile is causing the problem.

See "Creating a profile":

If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems.


Boot the computer in Windows Safe Mode with network support (press F8 on the boot screen) as a test.

Do a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions.

Make sure that you update each program to get the latest version of their databases before doing a scan.

You can also do a check for a rootkit infection with TDSSKiller.

See also:

Can you bring up the Profile Manager to create a new profile? Create a new profile as a test to check if your current profile is causing the problem. See "Creating a profile": *https://support.mozilla.org/kb/profile-manager-create-and-remove-firefox-profiles *http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Profile_issues If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems. *http://kb.mozillazine.org/Transferring_data_to_a_new_profile_-_Firefox ----- Boot the computer in Windows Safe Mode with network support (press F8 on the boot screen) as a test. *http://www.bleepingcomputer.com/tutorials/how-to-start-windows-in-safe-mode/ Do a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions. Make sure that you update each program to get the latest version of their databases before doing a scan. *Malwarebytes' Anti-Malware:<br>http://www.malwarebytes.org/mbam.php *AdwCleaner:<br>http://www.bleepingcomputer.com/download/adwcleaner/<br>http://www.softpedia.com/get/Antivirus/Removal-Tools/AdwCleaner.shtml *SuperAntispyware:<br>http://www.superantispyware.com/ *Microsoft Safety Scanner:<br>http://www.microsoft.com/security/scanner/en-us/default.aspx *Windows Defender:<br>http://windows.microsoft.com/en-us/windows/using-defender *Spybot Search & Destroy:<br>http://www.safer-networking.org/en/index.html *Kasperky Free Security Scan:<br>http://www.kaspersky.com/security-scan You can also do a check for a rootkit infection with TDSSKiller. *Anti-rootkit utility TDSSKiller:<br>http://support.kaspersky.com/5350?el=88446 See also: *"Spyware on Windows": http://kb.mozillazine.org/Popups_not_blocked *https://support.mozilla.org/kb/troubleshoot-firefox-issues-caused-malware
FredMcD
  • Top 10 Contributor
4308 solutions 60500 answers

Helpful Reply

These programs were flagged in your crash reports;

kernelbase.dll = Microsoft

ntdll.dll = Microsoft

Signature OOM

Total Virtual Memory 4294836224

Available Virtual Memory 4080644096

System Memory Use Percentage 41

Available Page File 6589435904

Available Physical Memory 4966453248

OOM Allocation Size 1959184400


Perform a System File Check to fix corrupted system files http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

See if there are updates for your graphics drive drivers https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

These programs were flagged in your crash reports; kernelbase.dll = Microsoft ntdll.dll = Microsoft Signature OOM Total Virtual Memory 4294836224 Available Virtual Memory 4080644096 System Memory Use Percentage 41 Available Page File 6589435904 Available Physical Memory 4966453248 OOM Allocation Size 1959184400 ------------------ Perform a System File Check to fix corrupted system files http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html See if there are updates for your graphics drive drivers https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

Question owner

cor-el,

I did as you suggested and created a new profile and transferred my bookmarks and some of my applications into the new profile, and the new profile appears to be working perfectly, so I believe it was a corrupted file in my old profile that was causing the problem. I've scanned using Malwarebytes and McAfee Antivirus (although I haven't tried any of the others), and no viruses or malware was found.

Thanks very much for your help.

cor-el, I did as you suggested and created a new profile and transferred my bookmarks and some of my applications into the new profile, and the new profile appears to be working perfectly, so I believe it was a corrupted file in my old profile that was causing the problem. I've scanned using Malwarebytes and McAfee Antivirus (although I haven't tried any of the others), and no viruses or malware was found. Thanks very much for your help.

Question owner

FredMcD,

I checked for updates for my graphics drive driver but there weren't any (although I had already updated them about a week ago, so there probably wouldn't be any more updates yet).

I performed a System File Check as described in the link you provided, and after the scan it stated that 'Windows Resource Protection found corrupt files and successfully repaired them'.

Many thanks for your help.

FredMcD, I checked for updates for my graphics drive driver but there weren't any (although I had already updated them about a week ago, so there probably wouldn't be any more updates yet). I performed a System File Check as described in the link you provided, and after the scan it stated that 'Windows Resource Protection found corrupt files and successfully repaired them'. Many thanks for your help.
FredMcD
  • Top 10 Contributor
4308 solutions 60500 answers

Glad to help.

Hello,

I am glad to hear that your problem has been resolved. If you haven't already, please select the answer that solves the problem. This will help other users with similar problems find the solution more easily.

Thank you for contacting Mozilla Support.

Glad to help. Hello, I am glad to hear that your problem has been resolved. If you haven't already, please select the answer that solves the problem. This will help other users with similar problems find the solution more easily. Thank you for contacting Mozilla Support.