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

FF keeps crashing over and over again for many websites after updating it to 34.0.5

  • 11 replies
  • 1 has this problem
  • 33 views
  • Last reply by cor-el

more options

My old FF version was working very fine. After I updated it to 34.0.5 it keeps crashing over and over on many websites. I can't afford to uninstall or reset FF for the fear of losing many sessions with hundreds of tabs that I have saved for my future use and reference saved using Session Manager. So I want a way to fix the problem without losing a bucketload of tabs, sessions I have saved. Please, anybody out there? Lord, Maybe?

All Replies (11)

more options

Attached crash reports: [01]: bp-8a9fba5d-4a59-4eda-bc26-ba2182141224 Dec 24, 2014 [02]: bp-58ee0a45-3761-4dbf-8eaf-48d5e2141224 Dec 24, 2014 [03]: bp-b67247f2-e24e-43d5-80e8-56fb12141224 Dec 24, 2014 [04]: bp-c4cdcc15-e3a3-4d58-92d3-766fc2141223 Dec 23, 2014 [05]: bp-8a78844f-4fa0-46f8-851d-d7e272141223 Dec 23, 2014 [06]: bp-3764c54e-a647-46f8-af17-0390b2141223 Dec 23, 2014 [07]: bp-b1fe9d78-97c2-4781-8cfb-f524c2141223 Dec 23, 2014 [08]: bp-3f2a42ad-2f2f-4fe0-a1fd-dc4482141222 Dec 22, 2014 [09]: bp-cb024c38-2c7a-4fe3-af49-4a3052141222 Dec 22, 2014 [10]: bp-a94c4542-a162-42b1-aee9-150892141222 Dec 22, 2014 [11]: bp-8fe599ee-b015-4dcd-aade-32a2b2141222 Dec 22, 2014 [12]: bp-935619ed-f98f-465e-a2d3-eb6e42141222 Dec 22, 2014 [13]: bp-ccceb585-e3e8-4a6b-95ca-17a002141222 Dec 22, 2014 [14]: bp-8ab9104d-ad06-4344-bcd7-a1fda2141222 Dec 22, 2014 [15]: bp-5ec3d3d6-5728-43bc-8d79-742912141221 Dec 21, 2014

That is a problem with the ikutm.dll file from Youku.com Inc. If you do not know what software added this file then try a malware scan.

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:

more options

Thank you for a prompt reply. So, shall I just delete that particular dll file to solve the problem? What's the aim of running the malware scans you suggested? From your reply I couldn't exactly gather the steps to solve the problem hence asking. Please guide me.

more options

You should always be careful with removing files as it can break things in case such a file is linked somehow. It is better to check what software installed this file and either disable this component for Firefox or uninstall this software via the Windows Control Panel.

Do you have anything from Youku.com installed?

You can check in "Windows Control Panel > Programs" for recently installed programs to see if any suspicious software shows up.

  • Control Panel > Programs > Programs and Features > Uninstall or change a program
  • Click the Installed column to sort by this heading

Otherwise it is best to first try some malware scanners to see if they pick up this file.

more options

I did have some component from youku.com installed on my PC which I have uninstalled just now as I don't need it anyway. But fyi, that uninstallation did not remove the dll file. I am going ahead with the 7+1 bullets you have mentioned for the malware scan parallelly. I would like your thought on the following, if you are certain that the crashing is happening because of that dll file, maybe I should just go ahead and delete that file as I have uninstalled the very program from youku which had installed it and I am pretty sure that no other program is linked with that file, thoughts please?

more options

Also, I hate to take so much of your time for my problem and I appreciate the almost real time help you are giving me but I would really like to get this monkey off of my back so please bear with me else I am halfway into switching to Maxthon unwillingly. Thanks again.

more options

Is this file located in the Windows System32 directory?

Are there more files leftover from uninstalling this software?

You can first try to rename or move this file to another location to see that you aren't getting any errors.

more options

C:\Program Files\YouKu\common That's where the file is located. Not in the system32. No more files leftover, just this one. Ok, I am trying the renaming/moving to another location option. I will see if the crashing stops after that, if it doesn't then I will reply back here. Sounds ok?

more options

Yes. That should be fine. It is possible that the file was in use if Firefox was running when you uninstalled this software.

You can also try to reboot the computer if you haven't done this yet to see if that removes the file.

more options

FF is still crashing after renaming the file. What now? FYI, rebooting hadn't removed the file.

more options

Here's the about:crashes report after renaming the dll file

bp-f5232609-0566-4a90-854b-6d6702141224 12/24/2014 11:20 AM

more options

This is still the same crash signature. Only this time the ikutm.dll isn't involved, but it looks like a problem with the internet connection (WinSock) The Winsock LSP section in the crash reports is quite large, but I don't know what this means.

I would still advise to do a malware check like suggested above.

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