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Firefox crashes

Posted

Firefox crashes after a few seconds, tried to reinstall, reset all settings, deleted files, still crashes even in safe mode few seconds later

Please help!

bp-6ceb437e-6d86-493e-afa8-35ccf2150617

Best regards,

Anže

Firefox crashes after a few seconds, tried to reinstall, reset all settings, deleted files, still crashes even in safe mode few seconds later Please help! bp-6ceb437e-6d86-493e-afa8-35ccf2150617 Best regards, Anže

Additional System Details

Installed Plug-ins

  • Adobe PDF Plug-In For Firefox and Netscape 15.7.20033
  • Citrix Online App Detector Plugin
  • Google Update
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • Next Generation Java Plug-in 11.45.2 for Mozilla browsers
  • The plug-in allows you to open and edit files using Microsoft Office applications
  • Office Authorization plug-in for NPAPI browsers
  • Octoshape embedded video plugin
  • NPWLPG
  • Shockwave Flash 18.0 r0
  • Shockwave Flash 17.0 r0
  • 5.1.40416.0
  • VLC media player Web Plugin 2.1.3
  • iTunes Detector Plug-in

Application

  • Firefox 38.0.5
  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:38.0) Gecko/20100101 Firefox/38.0
  • Support URL: https://support.mozilla.org/1/firefox/38.0.5/WINNT/sl/

Extensions

  • Firebug 2.0.11 (firebug@software.joehewitt.com)
  • MeasureIt 0.4.14.1-signed ({75CEEE46-9B64-46f8-94BF-54012DE155F0})

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: Intel(R) HD Graphics 3000
  • adapterDescription2:
  • adapterDeviceID: 0x0126
  • adapterDeviceID2:
  • adapterDrivers: igdumd64 igd10umd64 igd10umd64 igdumd32 igd10umd32 igd10umd32
  • adapterDrivers2:
  • adapterRAM: Unknown
  • adapterRAM2:
  • adapterSubsysID: 21d217aa
  • adapterSubsysID2:
  • adapterVendorID: 0x8086
  • adapterVendorID2:
  • direct2DEnabled: True
  • directWriteEnabled: True
  • directWriteVersion: 6.2.9200.17292
  • driverDate: 8-21-2012
  • driverDate2:
  • driverVersion: 9.17.10.2843
  • driverVersion2:
  • failures: [u'[GFX1-]: [D2D1.1] 4CreateBitmap failure Size(26,8276) Code: 0x80070057', u'[GFX1-]: [D2D1.1] 4CreateBitmap failure Size(26,8276) Code: 0x80070057']
  • indices: [0, 1]
  • info: {u'AzureCanvasBackend': u'direct2d 1.1', u'AzureFallbackCanvasBackend': u'cairo', u'AzureContentBackend': u'direct2d 1.1', u'AzureSkiaAccelerated': 0}
  • isGPU2Active: False
  • numAcceleratedWindows: 1
  • numTotalWindows: 1
  • webglRenderer: Google Inc. -- ANGLE (Intel(R) HD Graphics 3000 Direct3D9Ex vs_3_0 ps_3_0)
  • windowLayerManagerRemote: True
  • windowLayerManagerType: Direct3D 11

Modified Preferences

Misc

  • User JS: Yes
  • Accessibility: No
EBairead 0 solutions 3 answers

here are my reports I removed Sophos. It still crashes. Crash ID: bp-1abf104a-a8ad-4324-a384-7aa882150616 Crash ID: bp-b52fa026-5e83-48cb-874c-36ef72150616

should I send any other Crash IDs

here are my reports I removed Sophos. It still crashes. Crash ID: bp-1abf104a-a8ad-4324-a384-7aa882150616 Crash ID: bp-b52fa026-5e83-48cb-874c-36ef72150616 should I send any other Crash IDs

Modified by EBairead

philipp
  • Top 25 Contributor
  • Moderator
5306 solutions 23424 answers

hi, thank you for reporting with your crash id - this seems to be a new startup crash in relation to the malware/phishing protection feature which downloads a list of malicious sites from google shortly after the application is launched. this doesn't seem like it's on mozilla's radar yet, so i've filed a bug report for it.

until this is getting looked at by mozilla's engineers, can you try to disable those features quickly after startup and see if this solves the crashes for the moment?:

  • enter about:preferences#security into the address bar
  • un-check the options Block reported attack sites and Block reported web forgeries
  • close and restart firefox again
hi, thank you for reporting with your crash id - this seems to be a new startup crash in relation to the malware/phishing protection feature which downloads a list of malicious sites from google shortly after the application is launched. this doesn't seem like it's on mozilla's radar yet, so i've filed a bug report for it. until this is getting looked at by mozilla's engineers, can you try to disable those features quickly after startup and see if this solves the crashes for the moment?: * enter '''about:preferences#security''' into the address bar * un-check the options '''Block reported attack sites''' and '''Block reported web forgeries''' * close and restart firefox again
John99 971 solutions 13138 answers

Sorry I do not understand that Crash ID signature.

However you have done the right things by testing in Firefox's safemode and apparently by doing a Clean Install involving deleting Firefox Program Files.

That Crash Signature AFAIK may involve Firefox's cache so it would be well worth trying in a newly created additional profile. Use Safemode and with all plugins disabled. Does that prevent crashes ? Or give a different signature ?

Please paste in a couple more crash IDs lets see if the signature varies.


forum notes

  • Report bp-6ceb437e-6d86-493e-afa8-35ccf2150617
  • Crash Signature: RtlpLowFragHeapFree | RtlFreeHeap | HeapFree | nsUrlClassifierPrefixSet::StoreToFd(mozilla::Scoped<T>&)

update

  • Phillip filed related bug 1175454
Sorry I do not understand that Crash ID signature. However you have done the right things by testing in Firefox's safemode and apparently by doing a Clean Install involving deleting Firefox Program Files. * [[Firefox keeps crashing at startup#w_try-a-clean-install]]'''_try-a-clean-install''' That Crash Signature AFAIK may involve Firefox's cache so it would be well worth trying in a newly created additional profile. Use Safemode and with all plugins disabled. Does that prevent crashes ? Or give a different signature ? * [[Use the Profile Manager to create and remove Firefox profiles]] Please paste in a couple more crash IDs lets see if the signature varies. ----- forum notes * Report bp-6ceb437e-6d86-493e-afa8-35ccf2150617 * Crash Signature: RtlpLowFragHeapFree | RtlFreeHeap | HeapFree | nsUrlClassifierPrefixSet::StoreToFd(mozilla::Scoped<T>&) update * Phillip filed related bug 1175454

Modified by John99

Question owner

philipp said

hi, thank you for reporting with your crash id - this seems to be a new startup crash in relation to the malware/phishing protection feature which downloads a list of malicious sites from google shortly after the application is launched. this doesn't seem like it's on mozilla's radar yet, so i've filed a bug report for it. until this is getting looked at by mozilla's engineers, can you try to disable those features quickly after startup and see if this solves the crashes for the moment?:
  • enter about:preferences#security into the address bar
  • un-check the options Block reported attack sites and Block reported web forgeries
  • close and restart firefox again

Disabled it, but Fireox is still crashing

''philipp [[#answer-742136|said]]'' <blockquote> hi, thank you for reporting with your crash id - this seems to be a new startup crash in relation to the malware/phishing protection feature which downloads a list of malicious sites from google shortly after the application is launched. this doesn't seem like it's on mozilla's radar yet, so i've filed a bug report for it. until this is getting looked at by mozilla's engineers, can you try to disable those features quickly after startup and see if this solves the crashes for the moment?: * enter '''about:preferences#security''' into the address bar * un-check the options '''Block reported attack sites''' and '''Block reported web forgeries''' * close and restart firefox again </blockquote> Disabled it, but Fireox is still crashing
philipp
  • Top 25 Contributor
  • Moderator
5306 solutions 23424 answers

does it make a difference when you clear the currently stored safe browsing list?:

  • press windows-key + R and open: %localappdata%\Mozilla\Firefox\Profiles\
  • in there go into the *********.default folder and rename the folder named safebrowsing to safebrowsing.bak
does it make a difference when you clear the currently stored safe browsing list?: * press windows-key + R and open: ''%localappdata%\Mozilla\Firefox\Profiles\'' * in there go into the *********.default folder and rename the folder named safebrowsing to ''safebrowsing.bak''
EBairead 0 solutions 3 answers

No - and I started in Safe Mode Crash ID: bp-47928a0a-73a6-41a4-976b-2feb72150617

No - and I started in Safe Mode Crash ID: bp-47928a0a-73a6-41a4-976b-2feb72150617
philipp
  • Top 25 Contributor
  • Moderator
5306 solutions 23424 answers

hello EBairead, i think yours is a different issue - please follow up with any more information or new crash reports in the thread you've already created about your problem: https://support.mozilla.org/en-US/questions/1067343

thank you!

hello EBairead, i think yours is a different issue - please follow up with any more information or new crash reports in the thread you've already created about your problem: https://support.mozilla.org/en-US/questions/1067343 thank you!
philipp
  • Top 25 Contributor
  • Moderator
5306 solutions 23424 answers

according to the mozilla engineer looking into that crash, it is most likely caused by malware that is active on a system.

so please run a full scan of your system with different security tools like the free version of malwarebytes, adwcleaner, & kaspersky security scan.

Troubleshoot Firefox issues caused by malware

according to the mozilla engineer looking into that crash, it is most likely caused by malware that is active on a system. so please run a full scan of your system with different security tools like the [http://www.malwarebytes.org/products/malwarebytes_free free version of malwarebytes], [http://www.bleepingcomputer.com/download/adwcleaner/ adwcleaner], & [http://www.kaspersky.com/security-scan kaspersky security scan]. [[Troubleshoot Firefox issues caused by malware]]
John99 971 solutions 13138 answers

EBairead said

No - and I started in Safe Mode Crash ID: bp-47928a0a-73a6-41a4-976b-2feb72150617

That is a different signature

However EBairead [said]

Hi I removed Sophos. It still crashes. Crash ID: bp-1abf104a-a8ad-4324-a384-7aa882150616 Crash ID: bp-b52fa026-5e83-48cb-874c-36ef72150616 should I send any more Crash IDs

You are also getting Crash Signature Firefox 38.0.5 Crash Report [@ RtlpLowFragHeapFree | RtlFreeHeap | HeapFree | nsUrlClassifierPrefixSet::StoreToFd(mozilla::Scoped<T>&) ] ( bp-1abf104a-a8ad-4324-a384-7aa882150616 )

So follow both threads and see if you can find any malware.

''EBairead [[#answer-742176|said]]'' <blockquote> No - and I started in Safe Mode Crash ID: bp-47928a0a-73a6-41a4-976b-2feb72150617 </blockquote> That is a different signature However ''EBairead [[https://support.mozilla.org/en-US/questions/1067343#answer-741711 said]]'' <blockquote> Hi I removed Sophos. It still crashes. Crash ID: bp-1abf104a-a8ad-4324-a384-7aa882150616 Crash ID: bp-b52fa026-5e83-48cb-874c-36ef72150616 should I send any more Crash IDs </blockquote> You are also getting Crash Signature Firefox 38.0.5 Crash Report [@ RtlpLowFragHeapFree | RtlFreeHeap | HeapFree | nsUrlClassifierPrefixSet::StoreToFd(mozilla::Scoped<T>&) ] ( bp-1abf104a-a8ad-4324-a384-7aa882150616 ) So follow both threads and see if you can find any malware.