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

more options

Problem signature:

 Problem Event Name:	APPCRASH
 Application Name:	firefox.exe
 Application Version:
 Application Timestamp:	54eaf3b3
 Fault Module Name:	KERNELBASE.dll
 Fault Module Version:	6.1.7601.18409
 Fault Module Timestamp:	53159a86
 Exception Code:	c06d007e
 Exception Offset:	0000c42d
 OS Version:	6.1.7601.
 Locale ID:	1033
 Additional Information 1:	0a9e
 Additional Information 2:	0a9e372d3b4ad19135b953a78882e789
 Additional Information 3:	0a9e
 Additional Information 4:	0a9e372d3b4ad19135b953a78882e789

Read our privacy statement online:

If the online privacy statement is not available, please read our privacy statement offline:


All Replies (7)

more options

We're sorry to hear that Firefox is crashing. In order to assist you better, please follow the steps below to provide us crash IDs to help us learn more about your crash.

  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 then go back to your forum question and paste those IDs into the "Post a Reply" box.

Note: If a recent Report ID does not start with bp- click on it to submit the report.

(Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.)


Thank you for your help!

More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.

more options

Thanks, but I can not even open Firefox to get that.

Also, I tried going to the AppData\Local\Mozilla\Firefox\Crash Reports folder as suggested elsewhere, but that does not exist.

more options

Okay. The fault seems to be originating from KERNELBASE.dll, which is a system file.

I've seen some reports that using Microsoft's System File Checker tool and following the steps in the article can help.

Other potential cause/solutions include:

  • User account corruption. Create a new Windows user profile, login, and try launching Firefox. It if works, copy your documents over from your old profile and use the new profile permanently.
  • Issues with Apple Mac keyboard drivers (if you have a Mac and are using Windows in boot camp). See here.
  • System file corruption. Upgrading the Windows 8 or following the steps in the System File Checker article (above) replaces the file with a new, working version.

I hope this information is a helpful start.

Modified by jayelbe

more options

Start Firefox in Safe Mode {web Link} by holding down the <Shift>
(Mac Options)
key, and then starting Firefox. Is the problem still there?

While still in Safe Mode;

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP in front of the numbers, click it and select Submit.

Using your mouse, mark the most resent 7 - 10 crash reports, and copy them. Now go to the reply box below and paste them in.

If you can't get Firefox to open, you will have to do this the hard way. Open the file browser / explorer on your computer. Note: You may have to enable Show Hidden Folders / Files. Enter this in the address bar;

Windows: %APPDATA%\Mozilla\Firefox\Crash Reports\submitted Win 7/Vista: C:\Users\<username>\AppData\Roaming\Mozilla\Firefox\Crash Reports\submitted Win XP/2000: C:\Documents and Settings\<username>\Application Data\Mozilla\Firefox\Crash Reports\submitted

Mac OS: /Users/<username>/Library/Application Support/Firefox/Crash Reports/submitted Linux: /home/<username>/.mozilla/firefox/Crash Reports/submitted

Copy the last 5-7 Recent File Names in the folder. Post the information in the reply box below.

more options

@jayelbe - I am not using mac and tried different user profiles on machine. I am not upgrading to fix firefox. I was able to find a v35 of it, and that works great. So I am going with the 36 being no bueno right now and will wait until next patch if I have to.

@fredmcd - as I stated, I cant open firefox (even in safe) and don't have that folder.

thank you both.

more options

FredMcD said

Open the file browser / explorer on your computer.
more options


Here is my first reply above: Also, I tried going to the AppData\Local\Mozilla\Firefox\Crash Reports folder as suggested elsewhere, but that does not exist.