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Flash is crashing Firefox

Posted

FF was acting normally all day, including YouTube. I viewed some instructional videos, and they played fine. Then in the evening, I went to YouTube, and FF started crashing constantly. Sometimes a video would play for a few seconds before crashing, other times FF would crash as soon as I clicked on something. I changed absolutely nothing, no settings, nothing since when it was working fine earlier in the day. Sometimes it crashes even when I'm not playing any video. I assume that some video on the site I'm on probably started automatically (ads).

I've been looking through tons of questions, threads, etc. The only thing I can find is that it's probably related to Flash. I've uninstalled it (v17), reinstalled v18, hardware acceleration is off, Windows updated, etc. I can't find anything else to try.

Below are the crash reports. There's only four because usually when FF crashes I usually don't take the time to submit the report, so these are all from today:

bp-21329c08-0ba9-4ded-b9bf-bb19e2150612 bp-1dd0fd8d-d04b-48d8-8d17-3c1a32150612 bp-141d79d4-8e59-4d81-96e0-3dd252150612 bp-c7dc4c7f-c7eb-46a9-87a7-e8b222150612

One of the crash reports noted this: Related Bugs

723133 VERIFIED FIXED Crash Report [@ PluginWndProcInternal ] stack overflow from infinite recursion

But I can't figure out what to do to fix it. Any ideas?

FF was acting normally all day, including YouTube. I viewed some instructional videos, and they played fine. Then in the evening, I went to YouTube, and FF started crashing constantly. Sometimes a video would play for a few seconds before crashing, other times FF would crash as soon as I clicked on something. I changed absolutely nothing, no settings, nothing since when it was working fine earlier in the day. Sometimes it crashes even when I'm not playing any video. I assume that some video on the site I'm on probably started automatically (ads). I've been looking through tons of questions, threads, etc. The only thing I can find is that it's probably related to Flash. I've uninstalled it (v17), reinstalled v18, hardware acceleration is off, Windows updated, etc. I can't find anything else to try. Below are the crash reports. There's only four because usually when FF crashes I usually don't take the time to submit the report, so these are all from today: bp-21329c08-0ba9-4ded-b9bf-bb19e2150612 bp-1dd0fd8d-d04b-48d8-8d17-3c1a32150612 bp-141d79d4-8e59-4d81-96e0-3dd252150612 bp-c7dc4c7f-c7eb-46a9-87a7-e8b222150612 One of the crash reports noted this: Related Bugs 723133 VERIFIED FIXED Crash Report [@ PluginWndProcInternal ] stack overflow from infinite recursion But I can't figure out what to do to fix it. Any ideas?

Additional System Details

Installed Plug-ins

  • ActiveTouch General Plugin Container Version 105
  • Adobe PDF Plug-In For Firefox and Netscape "9.5.5"
  • CANON iMAGE GATEWAY Album Plugin Utility Module for IJ
  • Citrix Online App Detector Plugin
  • GEPlugin
  • Google Update
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • Next Generation Java Plug-in 11.45.2 for Mozilla browsers
  • RealNetworks(tm) RealPlayer Chrome Background Extension Plug-In
  • Adobe Shockwave for Director Netscape plug-in, version 11.0
  • VLC media player Web Plugin

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.0; rv:38.0) Gecko/20100101 Firefox/38.0

More Information

Helpful Reply

Here's some more crash reports: bp-ce02190d-aecc-424e-ad35-076722150614 bp-977d1c27-cb77-456d-96fa-da0022150614 bp-58ab9397-b7d2-4145-8542-36e6d2150614 bp-9b0dc85f-ba86-4031-b321-911fc2150613 bp-f74ff624-4a8d-4fa3-aedf-557722150613 bp-a1d9d83c-733d-4144-bfe7-0ad972150613 bp-6e661ca2-c061-4a0f-a6a4-43e602150613 bp-1a8591ed-6e9a-4ec3-869f-1e0392150613

Here's some more crash reports: bp-ce02190d-aecc-424e-ad35-076722150614 bp-977d1c27-cb77-456d-96fa-da0022150614 bp-58ab9397-b7d2-4145-8542-36e6d2150614 bp-9b0dc85f-ba86-4031-b321-911fc2150613 bp-f74ff624-4a8d-4fa3-aedf-557722150613 bp-a1d9d83c-733d-4144-bfe7-0ad972150613 bp-6e661ca2-c061-4a0f-a6a4-43e602150613 bp-1a8591ed-6e9a-4ec3-869f-1e0392150613
FredMcD
  • Top 10 Contributor
4248 solutions 59418 answers

The crash report flagged these programs;

lpxpcom.dll = LastPass

mbae.dll = Malwarebytes Anti-Exploit

WRusr.dll = Webroot SecureAnywhere

npswf32_18_0_0_160.dll = Shockwave Flash = Adobe Systems


Total Virtual Memory 2147352576

Available Virtual Memory 1270108160

System Memory Use Percentage 64

Available Page File 4248989696

Available Physical Memory 1110659072


Download the Full Installers For All The Above Programs.

Firefox uses too much memory (RAM) - How to fix This article describes how to make Firefox use less memory to make it run faster and prevent crashes.

https://support.mozilla.org/en-US/kb/firefox-slow-how-make-it-faster

https://support.mozilla.org/en-US/kb/firefox-uses-too-many-cpu-resources-how-fix

https://support.mozilla.org/en-US/kb/firefox-hangs-or-not-responding


After, reboot the computer.

If there is still a problem,

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

The crash report flagged these programs; lpxpcom.dll = LastPass mbae.dll = Malwarebytes Anti-Exploit WRusr.dll = Webroot SecureAnywhere npswf32_18_0_0_160.dll = Shockwave Flash = Adobe Systems -------------------------------------- Total Virtual Memory 2147352576 Available Virtual Memory 1270108160 System Memory Use Percentage 64 Available Page File 4248989696 Available Physical Memory 1110659072 ------------------------------------- Download the Full Installers For All The Above Programs. '''[https://support.mozilla.org/en-US/kb/firefox-uses-too-much-memory-ram Firefox uses too much memory (RAM) - How to fix]''' This article describes how to make Firefox use less memory to make it run faster and prevent crashes. '''https://support.mozilla.org/en-US/kb/firefox-slow-how-make-it-faster''' '''https://support.mozilla.org/en-US/kb/firefox-uses-too-many-cpu-resources-how-fix''' '''https://support.mozilla.org/en-US/kb/firefox-hangs-or-not-responding''' ------------------------------------ After, reboot the computer. If there is still a problem, Start '''[https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Firefox in Safe Mode]''' {web Link} by holding down the '''<Shift><br> ''(Mac Options)'' ''' key, and then starting Firefox. Is the problem still there?

Question owner

Thanks for the advice, Fred! Unfortunately, I'm still having the problem.

The four programs are all legit (two of them are anti-virus software).

I went through all the links you posted, and the only thing I hadn't done was enable the hardware acceleration. It was disabled, so I enabled it, then restarted my system. After that, I went to YouTube and was able to watch a 2:30 video in its entirety. I clicked on a second video, and with that click FF crashed.

I restarted FF three more times, but when I navigated to YouTube, FF crashed before I could even start a video. I then started FF in Safe Mode twice, and it crashed as soon as I went to YT.

bp-f0dd2d24-c767-4186-83c3-f0a642150614 6/13/2015 8:00 PM bp-ffad43ef-7d7b-4705-b087-307462150614 6/13/2015 7:58 PM bp-0e727afc-c716-4b01-8b7e-37b722150614 6/13/2015 7:56 PM bp-6a4776d0-c191-4422-826d-802ea2150614 6/13/2015 7:56 PM bp-3e0d514c-bb7a-4380-a3ec-d49e52150614 6/13/2015 7:55 PM bp-2824c97a-5693-4dc9-9af7-fd5722150614 6/13/2015 7:54 PM

Thanks for the advice, Fred! Unfortunately, I'm still having the problem. The four programs are all legit (two of them are anti-virus software). I went through all the links you posted, and the only thing I hadn't done was enable the hardware acceleration. It was disabled, so I enabled it, then restarted my system. After that, I went to YouTube and was able to watch a 2:30 video in its entirety. I clicked on a second video, and with that click FF crashed. I restarted FF three more times, but when I navigated to YouTube, FF crashed before I could even start a video. I then started FF in Safe Mode twice, and it crashed as soon as I went to YT. bp-f0dd2d24-c767-4186-83c3-f0a642150614 6/13/2015 8:00 PM bp-ffad43ef-7d7b-4705-b087-307462150614 6/13/2015 7:58 PM bp-0e727afc-c716-4b01-8b7e-37b722150614 6/13/2015 7:56 PM bp-6a4776d0-c191-4422-826d-802ea2150614 6/13/2015 7:56 PM bp-3e0d514c-bb7a-4380-a3ec-d49e52150614 6/13/2015 7:55 PM bp-2824c97a-5693-4dc9-9af7-fd5722150614 6/13/2015 7:54 PM
Scribe 725 solutions 3456 answers

Hi, Malwarebytes is still being flagged up - mbae.dll

Perhaps you could check for an update, or temporarily disable it as a test?

Hi, Malwarebytes is still being flagged up - mbae.dll Perhaps you could check for an update, or temporarily disable it as a test?

Question owner

I disabled my MBAE, but it didn't help. Some background: I got a nasty little virus last year (my first one!), and went to Malwarebytes Support to get rid of it. (I also use Webroot, so now I have both) They told me that the virus came in through IE, which I had updated but apparently was still vulnerable. I haven't used IE in years, I prefer FF. Anyway, after we got rid of the virus, they had me install Malwarebytes Anti-Exploit (MBAE). From what I understand, it keeps my browser from sending information if I get infected again.

So here's what happened after I disabled MBAE: I went to YT, and a video started playing normally for a couple of minutes. You know the ad that pops up at the bottom of the video? I left it there for awhile. When I clicked the X to get rid of it, FF crashed. I tried again, and FF crashed as soon as I clicked a video to start.

I started FF in Safe Mode, and both times it looked like the video was about to start, then FF crashed.

bp-3c4b3f92-1549-460c-a3b6-893072150614 6/14/2015 11:53 AM bp-a45fdbbe-cde0-46e2-836e-825892150614 6/14/2015 11:52 AM bp-ea4efa54-179d-42ae-8730-83be52150614 6/14/2015 11:50 AM bp-17956b47-50eb-4502-b298-1d0522150614 6/14/2015 11:48 AM

I disabled my MBAE, but it didn't help. Some background: I got a nasty little virus last year (my first one!), and went to Malwarebytes Support to get rid of it. (I also use Webroot, so now I have both) They told me that the virus came in through IE, which I had updated but apparently was still vulnerable. I haven't used IE in years, I prefer FF. Anyway, after we got rid of the virus, they had me install Malwarebytes Anti-Exploit (MBAE). From what I understand, it keeps my browser from sending information if I get infected again. So here's what happened after I disabled MBAE: I went to YT, and a video started playing normally for a couple of minutes. You know the ad that pops up at the bottom of the video? I left it there for awhile. When I clicked the X to get rid of it, FF crashed. I tried again, and FF crashed as soon as I clicked a video to start. I started FF in Safe Mode, and both times it looked like the video was about to start, then FF crashed. bp-3c4b3f92-1549-460c-a3b6-893072150614 6/14/2015 11:53 AM bp-a45fdbbe-cde0-46e2-836e-825892150614 6/14/2015 11:52 AM bp-ea4efa54-179d-42ae-8730-83be52150614 6/14/2015 11:50 AM bp-17956b47-50eb-4502-b298-1d0522150614 6/14/2015 11:48 AM
FredMcD
  • Top 10 Contributor
4248 solutions 59418 answers

Helpful Reply

These were flagged;

Signature _SEH_prolog4

WRusr.dll = Webroot SecureAnywhere

=================

Signature RtlActivateActivationContextUnsafeFast

WRusr.dll = Webroot SecureAnywhere

===============

Signature _SEH_prolog4

lpxpcom.dll = LastPass

WRusr.dll = Webroot SecureAnywhere

===================

Signature GlobalFindAtomW

lpxpcom.dll = LastPass

WRusr.dll = Webroot SecureAnywhere


I think it's time to get tough. Download the current full installers for Webroot and Lastpass. Save them somewhere.

Now, Totally uninstall both programs.

After, reboot the computer. Then run a registry scanner/repair program.

Reboot again. Note: DO NOT reinstall those programs at this time.

Start Firefox normally. How is it doing?

These were flagged; Signature _SEH_prolog4 WRusr.dll = Webroot SecureAnywhere ============================= Signature RtlActivateActivationContextUnsafeFast WRusr.dll = Webroot SecureAnywhere =========================== Signature _SEH_prolog4 lpxpcom.dll = LastPass WRusr.dll = Webroot SecureAnywhere =============================== Signature GlobalFindAtomW lpxpcom.dll = LastPass WRusr.dll = Webroot SecureAnywhere ------------------------------------------------ I think it's time to get tough. Download the current full installers for Webroot and Lastpass. Save them somewhere. Now, '''Totally uninstall''' both programs. After, reboot the computer. Then run a registry scanner/repair program. Reboot again. Note: '''DO NOT reinstall''' those programs at this time. Start Firefox normally. How is it doing?
jscher2000
  • Top 10 Contributor
8698 solutions 71093 answers

These Flash crashes (crashing thread) look different than ones I've seen before. There is a lot of back-and-forth with Windows for whatever reason. Are these just ordinary videos?

If you haven't already, I suggest the following:

(1) Disable protected mode

The protected mode feature of the Flash player plugin has security benefits, but seems to have compatibility issues on some systems. There is a hidden setting for this:

(A) In a new tab, type or paste about:config in the address bar and press Enter. Click the button promising to be careful.

(B) In the search box above the list, type or paste flash and pause while the list is filtered

(C) Double-click the dom.ipc.plugins.flash.disable-protected-mode preference to switch its value from false to true.

This might not take effect until all Flash has been unloaded for a few minutes, or you close Firefox.

(2) While you are troubleshooting this, try setting Flash to Click-to-Play ("Ask to Activate"). This will delay Flash from starting on a page until you approve it and can help distinguish "during load" issues from other issues.

To set "Ask to Activate", open the Add-ons page using either:

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

In the left column, click Plugins. Look for "Shockwave Flash" and change "Always Activate" to "Ask to Activate".

When you visit a site that wants to use the Flash, you should see a notification icon in the address bar and one of the following: a link in a black rectangle in the page or an infobar sliding down between the toolbar area and the page.

If you do not need to play media immediately, you can ignore the notification and come back to it later or not at all.

These Flash crashes (crashing thread) look different than ones I've seen before. There is a lot of back-and-forth with Windows for whatever reason. Are these just ordinary videos? If you haven't already, I suggest the following: (1) Disable protected mode The protected mode feature of the Flash player plugin has security benefits, but seems to have compatibility issues on some systems. There is a hidden setting for this: (A) In a new tab, type or paste '''about:config''' in the address bar and press Enter. Click the button promising to be careful. (B) In the search box above the list, type or paste '''flash''' and pause while the list is filtered (C) Double-click the '''dom.ipc.plugins.flash.disable-protected-mode''' preference to switch its value from false to true. This might not take effect until all Flash has been unloaded for a few minutes, or you close Firefox. (2) While you are troubleshooting this, try setting Flash to Click-to-Play ("Ask to Activate"). This will delay Flash from starting on a page until you approve it and can help distinguish "during load" issues from other issues. To set "Ask to Activate", open the Add-ons page using either: * Ctrl+Shift+a * "3-bar" menu button (or Tools menu) > Add-ons In the left column, click Plugins. Look for "Shockwave Flash" and change "Always Activate" to "Ask to Activate". When you visit a site that wants to use the Flash, you should see a notification icon in the address bar and one of the following: a link in a black rectangle in the page or an infobar sliding down between the toolbar area and the page. If you do not need to play media immediately, you can ignore the notification and come back to it later or not at all.

Question owner

OK, I tried jscher2000’s suggestion, but it didn’t work. I double-checked, and the change to “true” took. Then I went to YT, and it asked me if I wanted to allow Flash. I clicked Allow This Time, and FF immediately crashed. I didn’t even get a chance to click on any video.

bp-28947f1c-3744-4067-b43b-ff2aa2150614 6/14/2015 4:28 PM

FredMcD, I don’t know what the “signature” flags are. The Webroot and LastPass programs are legit, so I don’t know why they’re being flagged. Which registry scanner do you recommend? Since I'm just trying to find the problem, I'm concerned it will try to automatically fix something, and that will mess up other stuff.

I’ve also sent a request to Malwarebytes to see if I have a virus, just trying to cover all bases. I know how to run the reports they want, but I don’t know how to read them. Both my Webroot and Malwarebytes are not detecting any viruses, but the nasty one I got last year was able to hide from both of them as well.

OK, I tried jscher2000’s suggestion, but it didn’t work. I double-checked, and the change to “true” took. Then I went to YT, and it asked me if I wanted to allow Flash. I clicked Allow This Time, and FF immediately crashed. I didn’t even get a chance to click on any video. bp-28947f1c-3744-4067-b43b-ff2aa2150614 6/14/2015 4:28 PM FredMcD, I don’t know what the “signature” flags are. The Webroot and LastPass programs are legit, so I don’t know why they’re being flagged. Which registry scanner do you recommend? Since I'm just trying to find the problem, I'm concerned it will try to automatically fix something, and that will mess up other stuff. I’ve also sent a request to Malwarebytes to see if I have a virus, just trying to cover all bases. I know how to run the reports they want, but I don’t know how to read them. Both my Webroot and Malwarebytes are not detecting any viruses, but the nasty one I got last year was able to hide from both of them as well.
cor-el
  • Top 10 Contributor
  • Moderator
17481 solutions 157964 answers

You can check for problems with current Shockwave Flash plugin versions and try this:

See also:

You can check for problems with current Shockwave Flash plugin versions and try this: *make sure you have the latest Flash version:<br>http://www.adobe.com/special/products/flashplayer/fp_distribution3.html *check for updates for your graphics drive drivers<br>https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration *disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later) *disable hardware acceleration in the Flash plugin See also: *http://kb.mozillazine.org/Flash#Troubleshooting
jscher2000
  • Top 10 Contributor
8698 solutions 71093 answers

Do you want to try rolling back to Flash 13.0.x using the "Extended Support Release" Adobe makes available on this page: https://www.adobe.com/products/flashplayer/distribution3.html (scroll about 60% of the way down)

It's possible that some sites might object to an older version, but hopefully those will be few and far between.

I think you will need the uninstaller before rolling back, otherwise the installer probably will object on the grounds that you already have a newer version.

https://helpx.adobe.com/flash-player/kb/uninstall-flash-player-windows.html (danger: there is Flash media on this page)

Do you want to try rolling back to Flash 13.0.x using the "Extended Support Release" Adobe makes available on this page: https://www.adobe.com/products/flashplayer/distribution3.html (scroll about 60% of the way down) It's possible that some sites might object to an older version, but hopefully those will be few and far between. I think you will need the uninstaller before rolling back, otherwise the installer probably will object on the grounds that you already have a newer version. https://helpx.adobe.com/flash-player/kb/uninstall-flash-player-windows.html (danger: there is Flash media on this page)

Question owner

Thanks, cor-el, but I've already done all that.

jscher2000, I don't think that will help. I was on Flash 17 for awhile with zero problems. The other day it worked fine in the afternoon, then a couple hours later I started having the problem. I have no idea what could have changed in those two hours. One of the first things I did was upgrade to 18. After more troubleshooting, I downgraded back to 17.

Thanks, cor-el, but I've already done all that. jscher2000, I don't think that will help. I was on Flash 17 for awhile with zero problems. The other day it worked fine in the afternoon, then a couple hours later I started having the problem. I have no idea what could have changed in those two hours. One of the first things I did was upgrade to 18. After more troubleshooting, I downgraded back to 17.
FredMcD
  • Top 10 Contributor
4248 solutions 59418 answers

LGG62 said

if I wanted to allow Flash. I clicked Allow This Time, and FF immediately crashed. I didn’t even get a chance to click on any video.

This is not a cure, but will let the web page load.

Flash block {web link} Never be annoyed by a Flash animation again! Blocks Flash so it won't get in your way, but if you want to see it, just click on it

FredMcD, I don’t know what the “signature” flags are

“signature” flags are for the tech guys.

The Webroot and LastPass programs are legit, so I don’t know why they’re being flagged.

Before we can fix the problem, we need to find its source. By removing a suspect program, we know it is, or is not the root problem.

Which registry scanner do you recommend? Since I'm just trying to find the problem, I'm concerned it will try to automatically fix something, and that will mess up other stuff.

A scanner should not harm anything. It looks for errors and removes them. There are free scanners in the web. BUT get a big name company. Some anti-virus have scanners in them.

I’ve also sent a request to Malwarebytes to see if I have a virus, just trying to cover all bases. . . . Both my Webroot and Malwarebytes are not detecting any viruses

Run most or all of the listed malware scanners. Each works differently. If one program misses something, another may pick it up.

Further information can be found in the Troubleshoot Firefox issues caused by malware article.

''LGG62 [[#answer-741104|said]]'' <blockquote> if I wanted to allow Flash. I clicked Allow This Time, and FF immediately crashed. I didn’t even get a chance to click on any video. </blockquote> This is not a cure, but will let the web page load. '''[https://addons.mozilla.org/en-US/firefox/addon/flashblock/ Flash block]''' {web link} Never be annoyed by a Flash animation again! Blocks Flash so it won't get in your way, but if you want to see it, just click on it <blockquote> FredMcD, I don’t know what the “signature” flags are </blockquote> “signature” flags are for the tech guys. <blockquote> The Webroot and LastPass programs are legit, so I don’t know why they’re being flagged. </blockquote> Before we can fix the problem, we need to find its source. By removing a suspect program, we know it is, or is not the root problem. <blockquote> Which registry scanner do you recommend? Since I'm just trying to find the problem, I'm concerned it will try to automatically fix something, and that will mess up other stuff. </blockquote> A scanner should not harm anything. It looks for errors and removes them. There are free scanners in the web. BUT get a big name company. Some anti-virus have scanners in them. <blockquote> I’ve also sent a request to Malwarebytes to see if I have a virus, just trying to cover all bases. . . . Both my Webroot and Malwarebytes are not detecting any viruses </blockquote> Run most or all of the listed malware scanners. Each works differently. If one program misses something, another may pick it up. Further information can be found in the [[Troubleshoot Firefox issues caused by malware]] article.

Question owner

Success! FredMcD, I unstalled Webroot and LastPass, then ran a cleaner. I went to YT, and not only did I get several videos to play, but I clicked on them and FF didn't crash.

Before this, I had downloaded fresh versions of Webroot and LastPass. Maybe a file(s) in one or both had been corrupted. Do you think it's safe to install these with the fresh versions and see if they affect anything?

Success! FredMcD, I unstalled Webroot and LastPass, then ran a cleaner. I went to YT, and not only did I get several videos to play, but I clicked on them and FF didn't crash. Before this, I had downloaded fresh versions of Webroot and LastPass. Maybe a file(s) in one or both had been corrupted. Do you think it's safe to install these with the fresh versions and see if they affect anything?
FredMcD
  • Top 10 Contributor
4248 solutions 59418 answers

Good to hear. Instal only one program. Then check out Firefox.

If there is no problem, then try installing the second.

Good to hear. Instal only one program. Then check out Firefox. If there is no problem, then try installing the second.

Question owner

Just when I thought I was done. I reinstalled Webroot, then went to YT and videos played just fine. I clicked on them, messing with it, still fine.

Next I installed LastPass. Then the crashing started. I tried it in Safe Mode, FF crashed. I disabled LastPass, still crashed. I uninstalled LastPass, still crashed. I don't even have to click on a video, just navigating to YT will cause FF to crash. bp-853a7232-9943-41a9-b918-3718b2150615 6/15/2015 11:08 AM bp-00ee991f-0b60-448f-b558-34df92150615 6/15/2015 10:52 AM bp-b62ed735-3047-4c37-83f7-de8442150615 6/15/2015 10:49 AM bp-130d37c8-6759-4db0-8436-7f1e82150615 6/15/2015 10:46 AM bp-8d101741-1190-4f14-974a-095092150615 6/15/2015 10:45 AM bp-caf2cbe6-c7ef-41bb-a72f-954c92150615 6/15/2015 10:43 AM bp-e9942885-69b5-4947-bafb-f30492150615 6/15/2015 10:42 AM bp-e08d0d4a-799f-446b-a56a-ea7662150615 6/15/2015 10:41 AM

Just when I thought I was done. I reinstalled Webroot, then went to YT and videos played just fine. I clicked on them, messing with it, still fine. Next I installed LastPass. Then the crashing started. I tried it in Safe Mode, FF crashed. I disabled LastPass, still crashed. I uninstalled LastPass, still crashed. I don't even have to click on a video, just navigating to YT will cause FF to crash. bp-853a7232-9943-41a9-b918-3718b2150615 6/15/2015 11:08 AM bp-00ee991f-0b60-448f-b558-34df92150615 6/15/2015 10:52 AM bp-b62ed735-3047-4c37-83f7-de8442150615 6/15/2015 10:49 AM bp-130d37c8-6759-4db0-8436-7f1e82150615 6/15/2015 10:46 AM bp-8d101741-1190-4f14-974a-095092150615 6/15/2015 10:45 AM bp-caf2cbe6-c7ef-41bb-a72f-954c92150615 6/15/2015 10:43 AM bp-e9942885-69b5-4947-bafb-f30492150615 6/15/2015 10:42 AM bp-e08d0d4a-799f-446b-a56a-ea7662150615 6/15/2015 10:41 AM
FredMcD
  • Top 10 Contributor
4248 solutions 59418 answers

Did you reboot the computer after removing the program?


One crash report shows;

wrxpcom.dll = Webroot Password Manager

comctl32.dll = Microsoft Common Control = Common Graphical User Interface

Total Virtual Memory 2147352576

Available Virtual Memory 1470029824

System Memory Use Percentage 68

Available Page File 3980087296

Available Physical Memory 987574272 ++++++++++++++++++++++++++++++ Another report;

WRusr.dll = Webroot SecureAnywhere

wrxpcom.dll = Webroot Password Manager


Memory use is high, but too bad.


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 drivers https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration


Totally uninstall both programs.

After, reboot the computer. Then run a registry scanner/repair program.

Reboot again. This time, install LastPass only.

Start Firefox normally. How is it doing?

Did you reboot the computer after removing the program? ------------------------------ One crash report shows; wrxpcom.dll = Webroot Password Manager comctl32.dll = Microsoft Common Control = Common Graphical User Interface Total Virtual Memory 2147352576 Available Virtual Memory 1470029824 System Memory Use Percentage 68 Available Page File 3980087296 Available Physical Memory 987574272 ++++++++++++++++++++++++++++++ Another report; WRusr.dll = Webroot SecureAnywhere wrxpcom.dll = Webroot Password Manager ---------------------------- Memory use is high, but too bad. ----------------------------- 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 drivers https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration --------------------------------- Totally uninstall both programs. After, reboot the computer. Then run a registry scanner/repair program. Reboot again. This time, install '''LastPass only.''' Start Firefox normally. How is it doing?

Question owner

I'm pretty sure I rebooted after removing the program, but I've been doing so much I don't remember if I did or not.

I couldn't do the System File Check because I'm on Vista, and the link was for Windows 7. One of the first things I had done when I started having the problem was check for updates. I checked again, and there's no new updates.

I uninstalled LP and Webroot, then reinstalled only LP. YT videos are working fine, no crashing. Interesting, because yesterday YT worked fine when only Webroot was installed and started crashing after I added LP. Maybe the two are having compatibility issues?

It's weird that suddenly I'm having the problem. I've been using Webroot for over six years, and I started using LP more than a year ago. They both worked just fine together until now.

I'm pretty sure I rebooted after removing the program, but I've been doing so much I don't remember if I did or not. I couldn't do the System File Check because I'm on Vista, and the link was for Windows 7. One of the first things I had done when I started having the problem was check for updates. I checked again, and there's no new updates. I uninstalled LP and Webroot, then reinstalled only LP. YT videos are working fine, no crashing. Interesting, because yesterday YT worked fine when only Webroot was installed and started crashing after I added LP. Maybe the two are having compatibility issues? It's weird that suddenly I'm having the problem. I've been using Webroot for over six years, and I started using LP more than a year ago. They both worked just fine together until now.
FredMcD
  • Top 10 Contributor
4248 solutions 59418 answers

There have been any number of times when some programs don't work together. Contact the support sites for both and give them what information you can.

For now, you should only use one of the programs. Of find a replacement.

There have been any number of times when some programs don't work together. Contact the support sites for both and give them what information you can. For now, you should only use one of the programs. Of find a replacement.

Question owner

Thanks so much for your tireless help, Fred. I really appreciate your taking so much time to help me with this.

I spent most of the day with LP installed, but not Webroot, and no crashes. Video worked just fine.

I found this thread: https://support.mozilla.org/en-US/questions/919227 and followed the Chosen Solution. I reinstalled Webroot again, making sure no plugins or extensions that may have come with the install were activated. So far, so good. I was able to play some videos on YT, and clicking did not make FF crash.

I'm still tentative, and waiting to see if this has solved the problem. I'll come back later to update.

Thanks so much for your tireless help, Fred. I really appreciate your taking so much time to help me with this. I spent most of the day with LP installed, but not Webroot, and no crashes. Video worked just fine. I found this thread: https://support.mozilla.org/en-US/questions/919227 and followed the Chosen Solution. I reinstalled Webroot again, making sure no plugins or extensions that may have come with the install were activated. So far, so good. I was able to play some videos on YT, and clicking did not make FF crash. I'm still tentative, and waiting to see if this has solved the problem. I'll come back later to update.
FredMcD
  • Top 10 Contributor
4248 solutions 59418 answers

Good Luck.

Good Luck.