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Are you having trouble fixing the CTD during close problem?

Posted

Since the last update (to level 37.0.2) I have been getting consistent CTDs when closing the FireFox window (all tabs when necessary). This has been going on for some time now, so I tried to find dump files for the crashes and found none where I would normally expect to find them (c:\program data\mozilla). So: Are you having difficulty solving this problem? Does FireFox even capture exception data when it crashes? If so, where does the dump file get saved? If not, do you have a version that does? If you have one point me to it and I will download/install it and send you any dumps I get from FireFox.

Since the last update (to level 37.0.2) I have been getting consistent CTDs when closing the FireFox window (all tabs when necessary). This has been going on for some time now, so I tried to find dump files for the crashes and found none where I would normally expect to find them (c:\program data\mozilla). So: Are you having difficulty solving this problem? Does FireFox even capture exception data when it crashes? If so, where does the dump file get saved? If not, do you have a version that does? If you have one point me to it and I will download/install it and send you any dumps I get from FireFox.

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jscher2000
  • Top 10 Contributor
8776 solutions 71744 answers

Are you getting the Mozilla Crash Reporter? In that case, please check the last section of the support article "Firefox crashes - Troubleshoot, prevent and get help fixing crashes" for steps to get the report IDs for submitted crashes, and then post some of the recent ones here.

Or perhaps you are getting the Windows crash dialog? In that case, there might be data in Windows' event logs. I'm not sure how best to share that kind of data.

If you don't get any dialog, hmm, could you try running in Firefox's Safe Mode for a while to see whether that works better? Firefox's Safe Mode is a standard diagnostic tool to deactivate extensions and some advanced features of Firefox. More info: Troubleshoot Firefox issues using Safe Mode.

If Firefox is not running: Hold down the Shift key when starting Firefox.

If Firefox is running: You can restart Firefox in Safe Mode using either:

  • "3-bar" menu button > "?" button > Restart with Add-ons Disabled
  • Help menu > Restart with Add-ons Disabled

and OK the restart.

Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).

Any less crashy?

Are you getting the Mozilla Crash Reporter? In that case, please check the last section of the support article "[[Firefox Crashes]]" for steps to get the report IDs for submitted crashes, and then post some of the recent ones here. Or perhaps you are getting the Windows crash dialog? In that case, there might be data in Windows' event logs. I'm not sure how best to share that kind of data. If you don't get any dialog, hmm, could you try running in Firefox's Safe Mode for a while to see whether that works better? Firefox's Safe Mode is a standard diagnostic tool to deactivate extensions and some advanced features of Firefox. More info: [[Troubleshoot Firefox issues using Safe Mode]]. ''If Firefox is not running:'' Hold down the Shift key when starting Firefox. ''If Firefox is running:'' You can restart Firefox in Safe Mode using either: * "3-bar" menu button > "?" button > Restart with Add-ons Disabled * Help menu > Restart with Add-ons Disabled and OK the restart. ''Both scenarios:'' A small dialog should appear. Click "Start in Safe Mode" (''not'' Refresh). Any less crashy?

Question owner

First I am going to answer you questions, then I am going to start using FireFox in safe mode to see if anything changes.

I am getting the Mozilla Crash Reporter, and have been getting it on two computers since getting version 37.0.2. Before then I never had this problem. I have had all of the options in the crash reporter on and my e-mail address entered since these crashes first started happening. I have asked many times in the comment section of the crash reporter for someone to please give me a verification that Mozilla has received these reports and have seen nothing.

In looking at the Submitted Crash Reports page I get the following lilst: Submitted Crash Reports Report ID Date Submitted bp-0b12220f-67bc-419d-819f-e54bc2150511 5/11/2015 4:17 PM bp-5c716781-3fd0-4024-aa40-dcc132150510 5/10/2015 2:03 PM bp-34ae3cb3-caa5-46ae-bc70-4b1ac2150505 5/5/2015 2:51 PM bp-e67e155e-f7bc-400e-bcd4-5e0ab2150430 4/30/2015 10:47 AM bp-e452aadf-1b8b-4527-af52-14c862150421 4/20/2015 7:22 PM bp-4651fce2-41e8-4bda-a2ad-4fa642150419 4/19/2015 1:42 PM bp-25f743d1-227c-494a-9a6c-a1f302150418 4/17/2015 5:20 PM bp-c2f18ed2-313e-4cd4-beb9-2a7cb2150415 4/15/2015 11:22 AM bp-4cc7dc7d-f976-43e4-b3b8-63abe2150413 4/12/2015 6:55 PM bp-fa3353c3-d5c3-4c84-9655-5bc702150412 4/12/2015 10:13 AM bp-ba3d96db-f3d7-4896-9a31-adb232150412 4/11/2015 10:06 PM bp-5c214b55-9192-407b-a83d-6d0272150412 4/11/2015 6:46 PM bp-043b8d6a-b930-45b2-9eb8-dc7a12150407 4/7/2015 11:25 AM bp-a1b206ab-2527-41bd-a7f1-e152f2150326 3/25/2015 5:46 PM bp-40a282a5-c749-45cf-80a1-45b9e2150325 3/25/2015 3:41 PM bp-75ee60c1-bb4d-4edf-bd15-7193b2150325 3/25/2015 1:24 PM 3b0dc8e7-f123-474c-8459-28b5ae1d42d1 9/14/2014 7:50 PM bp-3b1a9f99-05fb-40ea-bce0-285172140913 9/13/2014 3:54 PM bp-69e5342f-e334-47f6-839f-44d652140913 9/13/2014 3:54 PM bp-6955e9fb-4296-492a-a9ce-306882140907 9/6/2014 9:03 PM bp-70f13eeb-024b-4aec-95de-972ad2140907 9/6/2014 9:03 PM c7518519-49d8-4d85-b2e5-f077cf7f6fad 3/11/2014 11:00 AM bp-4ae4a93c-d0c4-4b5c-8a89-fdb272140128 1/27/2014 7:03 PM

When I called up the second from the top report it shows an ID of ID: 5c716781-3fd0-4024-aa40-dcc132150510. This report also shows my OS as Windows NT, which is incorrect. I am running under Windows 8.1.

What I find most annoying (after suffering this chronic problem) is not having received any response from the comments and queries I put into the comments of any of the crash report.

After posting this reply I am going to close FireFox and see what happens then post the results here.

First I am going to answer you questions, then I am going to start using FireFox in safe mode to see if anything changes. I am getting the Mozilla Crash Reporter, and have been getting it on two computers since getting version 37.0.2. Before then I never had this problem. I have had all of the options in the crash reporter on and my e-mail address entered since these crashes first started happening. I have asked many times in the comment section of the crash reporter for someone to please give me a verification that Mozilla has received these reports and have seen nothing. In looking at the Submitted Crash Reports page I get the following lilst: Submitted Crash Reports Report ID Date Submitted bp-0b12220f-67bc-419d-819f-e54bc2150511 5/11/2015 4:17 PM bp-5c716781-3fd0-4024-aa40-dcc132150510 5/10/2015 2:03 PM bp-34ae3cb3-caa5-46ae-bc70-4b1ac2150505 5/5/2015 2:51 PM bp-e67e155e-f7bc-400e-bcd4-5e0ab2150430 4/30/2015 10:47 AM bp-e452aadf-1b8b-4527-af52-14c862150421 4/20/2015 7:22 PM bp-4651fce2-41e8-4bda-a2ad-4fa642150419 4/19/2015 1:42 PM bp-25f743d1-227c-494a-9a6c-a1f302150418 4/17/2015 5:20 PM bp-c2f18ed2-313e-4cd4-beb9-2a7cb2150415 4/15/2015 11:22 AM bp-4cc7dc7d-f976-43e4-b3b8-63abe2150413 4/12/2015 6:55 PM bp-fa3353c3-d5c3-4c84-9655-5bc702150412 4/12/2015 10:13 AM bp-ba3d96db-f3d7-4896-9a31-adb232150412 4/11/2015 10:06 PM bp-5c214b55-9192-407b-a83d-6d0272150412 4/11/2015 6:46 PM bp-043b8d6a-b930-45b2-9eb8-dc7a12150407 4/7/2015 11:25 AM bp-a1b206ab-2527-41bd-a7f1-e152f2150326 3/25/2015 5:46 PM bp-40a282a5-c749-45cf-80a1-45b9e2150325 3/25/2015 3:41 PM bp-75ee60c1-bb4d-4edf-bd15-7193b2150325 3/25/2015 1:24 PM 3b0dc8e7-f123-474c-8459-28b5ae1d42d1 9/14/2014 7:50 PM bp-3b1a9f99-05fb-40ea-bce0-285172140913 9/13/2014 3:54 PM bp-69e5342f-e334-47f6-839f-44d652140913 9/13/2014 3:54 PM bp-6955e9fb-4296-492a-a9ce-306882140907 9/6/2014 9:03 PM bp-70f13eeb-024b-4aec-95de-972ad2140907 9/6/2014 9:03 PM c7518519-49d8-4d85-b2e5-f077cf7f6fad 3/11/2014 11:00 AM bp-4ae4a93c-d0c4-4b5c-8a89-fdb272140128 1/27/2014 7:03 PM When I called up the second from the top report it shows an ID of ID: 5c716781-3fd0-4024-aa40-dcc132150510. This report also shows my OS as Windows NT, which is incorrect. I am running under Windows 8.1. What I find most annoying (after suffering this chronic problem) is not having received any response from the comments and queries I put into the comments of any of the crash report. After posting this reply I am going to close FireFox and see what happens then post the results here.

Question owner

OK, FireFox closed without a crash report. I used the 3-bar->power button method.

OK, FireFox closed without a crash report. I used the 3-bar->power button method.
jscher2000
  • Top 10 Contributor
8776 solutions 71744 answers

The most recent crash report is something of a mystery since it happened within 21 seconds of startup and is linked to a bug that discusses numerous different issues. I'm not sure what that one is.

The next three on your list are hangs during shutdown that Firefox has been treating as crashes. Those are linked to an entry in the bug tracking system that says it will be fixed in Firefox 39, but the release of Firefox 39 is about 6 weeks away. That said, the developers saw fewer of these crashes on Firefox 38, so hopefully when that is available later this week it will provide relief.

The most recent crash report is something of a mystery since it happened within 21 seconds of startup and is linked to a bug that discusses numerous different issues. I'm not sure what that one is. The next three on your list are hangs during shutdown that Firefox has been treating as crashes. Those are linked to an entry in the bug tracking system that says it will be fixed in Firefox 39, but the release of Firefox 39 is about 6 weeks away. That said, the developers saw fewer of these crashes on Firefox 38, so hopefully when that is available later this week it will provide relief.
jscher2000
  • Top 10 Contributor
8776 solutions 71744 answers

By the way, thank you for adding comments to your crash reports. Those are very helpful to volunteers using them for research. However, the developers who triage priorities from all the crash reports submitted generally will not contact users individually unless needed to identify something very specific. This support site is the best place to come for assistance.

By the way, thank you for adding comments to your crash reports. Those are very helpful to volunteers using them for research. However, the developers who triage priorities from all the crash reports submitted generally will not contact users individually unless needed to identify something very specific. This support site is the best place to come for assistance.

Question owner

I'd just like to report that this issue is no longer happening to me. It would appear that starting FireFox in safe mode just once corrected something that was causing the problem. I have had FireFox up several times and am closing it in the way I have been accustomed to in the past, by clicking the close button (the white "X" with the red background in the upper right corner of the window) without problem since starting in safe mode just once.

I'd just like to report that this issue is no longer happening to me. It would appear that starting FireFox in safe mode just once corrected something that was causing the problem. I have had FireFox up several times and am closing it in the way I have been accustomed to in the past, by clicking the close button (the white "X" with the red background in the upper right corner of the window) without problem since starting in safe mode just once.

Modified by jackkistler

cor-el
  • Top 10 Contributor
  • Moderator
17541 solutions 158604 answers

In case you use "Clear history when Firefox closes" to clear the cookies then you can try to exclude the cookies and let the cookies expire instead when Firefox is closed.

In case you use "Clear history when Firefox closes" to clear the cookies then you can try to exclude the cookies and let the cookies expire instead when Firefox is closed. *Tools > Options > Privacy > Firefox will: "Use custom settings for history": [X] "Clear history when Firefox closes" > Settings *https://support.mozilla.org/kb/remove-recent-browsing-search-and-download-history

Question owner

When I upgraded to 38.0.1 the issue came back. Starting FireFox in safe mode has gotten me around the problem (again).

I am not using "Glear history when ..." but I took a look at it just the same. Hasn't this page changed, perhaps with 37.0.1? Under "Tracking" I see only one option "Tell sites that I do not want to be tracked". Weren't there three options there? If so I had another option checked. Couldn't this be what is causing this issue?

When I upgraded to 38.0.1 the issue came back. Starting FireFox in safe mode has gotten me around the problem (again). I am not using "Glear history when ..." but I took a look at it just the same. Hasn't this page changed, perhaps with 37.0.1? Under "Tracking" I see only one option "Tell sites that I do not want to be tracked". Weren't there three options there? If so I had another option checked. Couldn't this be what is causing this issue?
jscher2000
  • Top 10 Contributor
8776 solutions 71744 answers

The "Do Not Track" preference actually is just a few characters of text sent to websites, so I don't think it could be causing a crash at shutdown (or any other time).

This setting did look different in Firefox 35 and earlier: there was an option to tell sites you DID want to be tracked, as well as telling them you didn't and just not saying anything at all. Perhaps no one was using that deleted option. ;-)

The "Do Not Track" preference actually is just a few characters of text sent to websites, so I don't think it could be causing a crash at shutdown (or any other time). This setting did look different in Firefox 35 and earlier: there was an option to tell sites you DID want to be tracked, as well as telling them you didn't and just not saying anything at all. Perhaps no one was using that deleted option. ;-)

Question owner

I think I was using one of the deleted options. It's kind of hard to tell now for sure unless there is an .ini file I could look at.

I think I was using one of the deleted options. It's kind of hard to tell now for sure unless there is an .ini file I could look at.

Question owner

I am still getting this on 38.0.1 and using safe mode doesn't help.

I am still getting this on 38.0.1 and using safe mode doesn't help.
jscher2000
  • Top 10 Contributor
8776 solutions 71744 answers

If you view the crash report(s) online, is it still the "shutdown hang" crash? I'm not sure whether the details in those reports will give us any new insights, but if you want to post some of the crash report ID numbers or links to them on the server, we can check.

If you view the crash report(s) online, is it still the "shutdown hang" crash? I'm not sure whether the details in those reports will give us any new insights, but if you want to post some of the crash report ID numbers or links to them on the server, we can check.

Question owner

Here are the crash reports for the last three days: Report ID Submitted bp-503e395b-fdb7-49d2-ac03-72f372150601 13 hours ago bp-e4ec9a52-12fd-4452-a5c8-f540c2150531 2 days ago bp-abfad20a-1d81-4b82-9ed1-4e41c2150529 3 days ago bp-03f5f8b3-beca-457e-bc9d-284762150529

Here are the crash reports for the last three days: Report ID Submitted bp-503e395b-fdb7-49d2-ac03-72f372150601 13 hours ago bp-e4ec9a52-12fd-4452-a5c8-f540c2150531 2 days ago bp-abfad20a-1d81-4b82-9ed1-4e41c2150529 3 days ago bp-03f5f8b3-beca-457e-bc9d-284762150529
jscher2000
  • Top 10 Contributor
8776 solutions 71744 answers

These crashes look very different, but from your comments it seems they happen when you close Firefox.

The two most recent seem to occur when the Norton Internet Security is installed, but the exact cause of the problem is unclear. Did these occur when you closed a window using the red X or when using "Exit" from the menu?

The two previous to that don't give me enough to go on, unfortunately. Same question, though, did these occur when you closed a window using the red X or when using "Exit" from the menu?

These crashes look very different, but from your comments it seems they happen when you close Firefox. The two most recent seem to occur when the Norton Internet Security is installed, but the exact cause of the problem is unclear. Did these occur when you closed a window using the red X or when using "Exit" from the menu? The two previous to that don't give me enough to go on, unfortunately. Same question, though, did these occur when you closed a window using the red X or when using "Exit" from the menu?

Question owner

I used the red x. I have had Norton on this computer and running for about 2 years. which predates this problem which started with the install of FireFox 37.

I used the red x. I have had Norton on this computer and running for about 2 years. which predates this problem which started with the install of FireFox 37.

Question owner

I just tried using the exit option in the menu "file" list and it closed without a crash report. Here is a new list of crash reports: bp-4e7dfb2d-32f6-4d43-b988-d64392150603 2 minutes ago bp-191c35b6-19fd-4c47-8b46-34d072150603 6 minutes ago bp-503e395b-fdb7-49d2-ac03-72f372150601 2 days ago bp-e4ec9a52-12fd-4452-a5c8-f540c2150531

I just tried using the exit option in the menu "file" list and it closed without a crash report. Here is a new list of crash reports: bp-4e7dfb2d-32f6-4d43-b988-d64392150603 2 minutes ago bp-191c35b6-19fd-4c47-8b46-34d072150603 6 minutes ago bp-503e395b-fdb7-49d2-ac03-72f372150601 2 days ago bp-e4ec9a52-12fd-4452-a5c8-f540c2150531
jscher2000
  • Top 10 Contributor
8776 solutions 71744 answers

The three new crash reports have that same crash signature. Whatever it is, it's very consistent.

Is success with "Exit" repeatable, or does it only avoid crashes now and then?

The three new crash reports have that same crash signature. Whatever it is, it's very consistent. Is success with "Exit" repeatable, or does it only avoid crashes now and then?
cor-el
  • Top 10 Contributor
  • Moderator
17541 solutions 158604 answers

Did you check for issues caused by Norton software?

Boot the computer in Windows Safe mode with network support (press F8 on the boot screen) as a test to see if that helps.

  • Bug 1153824 - Since upgrading to ver 37.0.1 all PC running different versions of windows o/s crashing everyday. With Norton Internet Security
Did you check for issues caused by Norton software? Boot the computer in Windows Safe mode with network support (press F8 on the boot screen) as a test to see if that helps. *http://www.bleepingcomputer.com/tutorials/how-to-start-windows-in-safe-mode/ *Bug 1153824 - Since upgrading to ver 37.0.1 all PC running different versions of windows o/s crashing everyday. With Norton Internet Security

Question owner

Jscher2000 - Using the "Exit" procedure to close FireFox seems to be consistently successful without crash reports. I have Windows8.1. My wife also is getting these crash reports on her PC which is running Win7. She was also using the red X to close FireFox when getting the crash. I have her using the "exit" method now and she also is seeing success without crash reports when closing FireFox. How do I access the information on "Bug 1153824"? Is there a fix for it that perhaps I could test out?

Jscher2000 - Using the "Exit" procedure to close FireFox seems to be consistently successful without crash reports. I have Windows8.1. My wife also is getting these crash reports on her PC which is running Win7. She was also using the red X to close FireFox when getting the crash. I have her using the "exit" method now and she also is seeing success without crash reports when closing FireFox. How do I access the information on "Bug 1153824"? Is there a fix for it that perhaps I could test out?

Modified by jackkistler

jscher2000
  • Top 10 Contributor
8776 solutions 71744 answers

Hi jackkistler, the discussion in that (unsolved) bug report is all over the place and I think way more confusing than helpful. In this thread, we have narrowed down the problem to the difference between "close the last window to exit" and "use the menu to exit". I don't know the detailed differences between these, but even if I did, I probably would still recommend using the menu to exit.

Hi jackkistler, the discussion in that (unsolved) bug report is all over the place and I think way more confusing than helpful. In this thread, we have narrowed down the problem to the difference between "close the last window to exit" and "use the menu to exit". I don't know the detailed differences between these, but even if I did, I probably would still recommend using the menu to exit.