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Firefox crashing with websites Facebook and Publisher's Clearing House

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On Saturday July 4th, I downloaded Mozilla Firefox 39 and finally got it working after finding out that Norton firewall was keeping me from accessing the internet. Now a new problem has arisen. The websites Facebook and Publisher's Clearing House is causing Firefox to crash. Even this page that I'm typing on caused Firefox to crash. I'm using my phone to type in what is happening. Any suggestions folks?

On Saturday July 4th, I downloaded Mozilla Firefox 39 and finally got it working after finding out that Norton firewall was keeping me from accessing the internet. Now a new problem has arisen. The websites Facebook and Publisher's Clearing House is causing Firefox to crash. Even this page that I'm typing on caused Firefox to crash. I'm using my phone to type in what is happening. Any suggestions folks?

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  • User Agent: Mozilla/5.0 (Windows NT 6.2; ARM; Trident/7.0; Touch; rv:11.0; WPDesktop; HTCPO881; SPRINT) like Gecko

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the-edmeister
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Helpful Reply

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.)

aboutcrashesFx29

Thank you for your help!

More information and further troubleshooting steps can be found in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article.

Please follow the steps below to provide us crash IDs to help us learn more about your crash. #Enter ''about:crashes'' in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below. #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.) ;[[Image:aboutcrashesFx29|width=500]] Thank you for your help! More information and further troubleshooting steps can be found in the [[Firefox crashes - Troubleshoot, prevent and get help fixing crashes]] article.

Question owner

Here you go EdMeister. Here is a list of my 5 recent crashes.

bp-f0040ba5-4b82-44ff-a8e4-0626c2150706 7/6/2015 12:32 AM bp-60866fe8-4fa6-450c-8350-3b02d2150706 7/6/2015 12:31 AM bp-cf0fbddc-6a91-4333-88f0-70d5f2150706 7/6/2015 12:24 AM bp-8a7e050e-231c-43b1-aed8-1e8382150706 7/6/2015 12:13 AM bp-69b1d2b3-20b1-4a11-b274-bc5422150705 7/5/2015 11:59 AM

Good luck. And Thank You if you find anything,

Here you go EdMeister. Here is a list of my 5 recent crashes. bp-f0040ba5-4b82-44ff-a8e4-0626c2150706 7/6/2015 12:32 AM bp-60866fe8-4fa6-450c-8350-3b02d2150706 7/6/2015 12:31 AM bp-cf0fbddc-6a91-4333-88f0-70d5f2150706 7/6/2015 12:24 AM bp-8a7e050e-231c-43b1-aed8-1e8382150706 7/6/2015 12:13 AM bp-69b1d2b3-20b1-4a11-b274-bc5422150705 7/5/2015 11:59 AM Good luck. And Thank You if you find anything,

Question owner

Has anybody been able to look at my last 5 Firefox crashes that I posted almost 12 hours ago?

Has anybody been able to look at my last 5 Firefox crashes that I posted almost 12 hours ago?
the-edmeister
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5411 solutions 40296 answers

Looks like an issue with atiumdva.dll causing the crashes. Is your device a Thinkpad with ATI graphics? Or other device running an ATI / AMD graphics hardware?

http://support.amd.com/en-us/download/auto-detect-tool "The AMD Driver Autodetect tool is designed to detect the model of graphics card and version of operating system installed in your computer. Our Autodetect tool can only be used on systems running the Microsoft® Windows operating system and/or AMD RadeonTM graphics."

Then check for updated drivers for that device.

Looks like an issue with atiumdva.dll causing the crashes. Is your device a Thinkpad with ATI graphics? Or other device running an ATI / AMD graphics hardware? http://support.amd.com/en-us/download/auto-detect-tool "The AMD Driver Autodetect tool is designed to detect the model of graphics card and version of operating system installed in your computer. Our Autodetect tool can only be used on systems running the Microsoft® Windows operating system and/or AMD RadeonTM graphics." Then check for updated drivers for that device.

Question owner

I have an Hewlett Packard laptop with an AMD E-300 APU with Radeon HD graphics 1.30 GHz processor. A 64 bit Operating System with Windows 8.1. Pretty much what you work looking for all I had to do was access the control panel and clicked on the control panel.

I have an Hewlett Packard laptop with an AMD E-300 APU with Radeon HD graphics 1.30 GHz processor. A 64 bit Operating System with Windows 8.1. Pretty much what you work looking for all I had to do was access the control panel and clicked on the control panel.

Question owner

I hope my above reply has helped you Edmeister better understand what I have. ALSO yesterday I used Mircosoft's Driver Update and updated a couple of drivers.

I hope my above reply has helped you Edmeister better understand what I have. ALSO yesterday I used Mircosoft's Driver Update and updated a couple of drivers.
the-edmeister
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http://support.amd.com/en-us/download

Did you check for updated drivers for that Radeon graphics card / onboard chip?

http://support.amd.com/en-us/download Did you check for updated drivers for that Radeon graphics card / onboard chip?

Question owner

I downloaded it and double clicked on it AND allowed it permission to do what it needed to do. Nothing happened.

I downloaded it and double clicked on it AND allowed it permission to do what it needed to do. Nothing happened.

Question owner

The website you just provided a few minutes ago -

http://support.amd.com/en-us/download

just caused Firefox to crash twice as I went to the site. Here is the two latest crash reports for that site.

bp-af9f83ff-1ee4-4c6e-9c04-b75002150707 7/6/2015 9:24 PM bp-90cfa75a-b25f-4633-a6d8-a2f4b2150707 7/6/2015 9:23 PM

The website you just provided a few minutes ago - http://support.amd.com/en-us/download just caused Firefox to crash twice as I went to the site. Here is the two latest crash reports for that site. bp-af9f83ff-1ee4-4c6e-9c04-b75002150707 7/6/2015 9:24 PM bp-90cfa75a-b25f-4633-a6d8-a2f4b2150707 7/6/2015 9:23 PM
the-edmeister
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crazycappy01 said

I downloaded it and double clicked on it AND allowed it permission to do what it needed to do. Nothing happened.

What did you download and install? The version numbers of the three ATI dll graphics drivers files are the same as in this posting - https://support.mozilla.org/en-US/questions/1070599#answer-749877

''crazycappy01 [[#answer-750191|said]]'' <blockquote> I downloaded it and double clicked on it AND allowed it permission to do what it needed to do. Nothing happened. </blockquote> '''''What''''' did you download and install? The version numbers of the three ATI dll graphics drivers files are the same as in this posting - https://support.mozilla.org/en-US/questions/1070599#answer-749877

Question owner

Looks like an issue with atiumdva.dll causing the crashes. Is your device a Thinkpad with ATI graphics? Or other device running an ATI / AMD graphics hardware?

http://support.amd.com/en-us/download/auto-detect-tool "The AMD Driver Autodetect tool is designed to detect the model of graphics card and version of operating system installed in your computer. Our Autodetect tool can only be used on systems running the Microsoft® Windows operating system and/or AMD RadeonTM graphics."

This Auto Detect tool for the AMD Driver.

Looks like an issue with atiumdva.dll causing the crashes. Is your device a Thinkpad with ATI graphics? Or other device running an ATI / AMD graphics hardware? http://support.amd.com/en-us/download/auto-detect-tool "The AMD Driver Autodetect tool is designed to detect the model of graphics card and version of operating system installed in your computer. Our Autodetect tool can only be used on systems running the Microsoft® Windows operating system and/or AMD RadeonTM graphics." This Auto Detect tool for the AMD Driver.

Modified by crazycappy01

Question owner

Hey Edmeister here is a screenshot of that Auto Detect. It finally came up. I hope this helps you.

Hey Edmeister here is a screenshot of that Auto Detect. It finally came up. I hope this helps you.
the-edmeister
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Well, it looks like you have the latest version drivers installed - Omega (14.12).

As shown here: http://support.amd.com/en-us/download/desktop?os=Windows+8.1+-+64


Try disabling hardware acceleration and see if that helps. https://support.mozilla.org/en-US/kb/upgrade-graphics-drivers-use-hardware-acceleration#w_turning-off-hardware-acceleration

Well, it looks like you have the latest version drivers installed - Omega (14.12). As shown here: http://support.amd.com/en-us/download/desktop?os=Windows+8.1+-+64 -------------------- Try disabling hardware acceleration and see if that helps. https://support.mozilla.org/en-US/kb/upgrade-graphics-drivers-use-hardware-acceleration#w_turning-off-hardware-acceleration

Question owner

That still didn't help Edmeister. I was on Facebook for maybe 2 minutes before Firefox crashed. Maybe in the morning it might work after Firefox has shut down for the night. It's getting late. I DO HOPE by tomorrow it'll be working. Maybe.

That still didn't help Edmeister. I was on Facebook for maybe 2 minutes before Firefox crashed. Maybe in the morning it might work after Firefox has shut down for the night. It's getting late. I DO HOPE by tomorrow it'll be working. Maybe.

Question owner

Good Morning Edmeister. Well I tried to get on Publisher's Clearing House's website and it immediately crashed Firefox. Not like Facebook where I was on it for two minutes till it crashed. Here are the crash reports for them.

bp-d844f4c5-315f-432a-92aa-fbcbe2150707 7/7/2015 7:28 AM 52c147d6-8176-4bff-b854-8a0c0e052418 7/7/2015 1:43 AM bp-21926935-7837-461c-8382-3e4f42150707 7/7/2015 1:36 AM

The one at 1:43am must be the one where I closed out Firefox. Maybe these reports will have something new to report.

Good Morning Edmeister. Well I tried to get on Publisher's Clearing House's website and it immediately crashed Firefox. Not like Facebook where I was on it for two minutes till it crashed. Here are the crash reports for them. bp-d844f4c5-315f-432a-92aa-fbcbe2150707 7/7/2015 7:28 AM 52c147d6-8176-4bff-b854-8a0c0e052418 7/7/2015 1:43 AM bp-21926935-7837-461c-8382-3e4f42150707 7/7/2015 1:36 AM The one at 1:43am must be the one where I closed out Firefox. Maybe these reports will have something new to report.

Question owner

Ok Edmesiter. I'm on Firefox in Safe Mode AND Facebook nor Publisher's Clearing House's website has NOT, repeat NOT caused Firefox to crash. So one of my add ons keeps crashing Firefox when I try to enter these sites. Even crayola.com. Not sure which add on was causing Firefox to crash, but it's running fine in Safe Mode. Go figure. Since my last message I figured let me try Firefox in Safe Mode. If it crashed while in safe mode I would've given you the crash reports.

Ok Edmesiter. I'm on Firefox in Safe Mode '''AND''' Facebook nor Publisher's Clearing House's website has '''''NOT''''', repeat '''''NOT''''' caused Firefox to crash. So one of my add ons keeps crashing Firefox when I try to enter these sites. Even crayola.com. Not sure which add on was causing Firefox to crash, but it's running fine in Safe Mode. Go figure. Since my last message I figured let me try Firefox in Safe Mode. If it crashed while in safe mode I would've given you the crash reports.
the-edmeister
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Firefox SafeMode temporarily disables hardware acceleration. https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode And the related article. https://support.mozilla.org/en-US/kb/troubleshoot-extensions-themes-to-fix-problems

Question owner

No. That wasn't it. I figured it out earlier and I forgot to tell you what it was. It was AdBlock Plus that was causing Firefox to crash on Facebook and Publisher's Clearing House only because those two websites are littered with ads. This never happened before until I downloaded Firefox 39. Now it's AdBlock Plus that needs to figure out what I need to do.

No. That wasn't it. I figured it out earlier and I forgot to tell you what it was. It was AdBlock Plus that was causing Firefox to crash on Facebook and Publisher's Clearing House only because those two websites are littered with ads. This never happened before until I downloaded Firefox 39. Now it's AdBlock Plus that needs to figure out what I need to do.

Question owner

Well, a couple of suggestions from AdBlock Plus folks haven't worked either. I removed and reinstalled ABP, Firefox still crashed. Refreshing Firefox without re-adding ABP and Firefox still crashed. Below are the latest crash reports. The most recent crash is when I turned off Hardware Acceleration.

bp-3cf22f44-bd4f-4a22-9ff2-9eda12150707 7/7/2015 6:12 PM 2d7994f0-626a-4208-ac1d-85162ac7adc6 7/7/2015 5:51 PM bp-a3b9d668-ded6-4a5d-82ce-6b7852150707 7/7/2015 5:49 PM

Also the folks at AdBlock Plus suggested to come up with a new profile. After reading over it, it looks complicated.

Well, a couple of suggestions from AdBlock Plus folks haven't worked either. I removed and reinstalled ABP, Firefox still crashed. Refreshing Firefox without re-adding ABP and Firefox still crashed. Below are the latest crash reports. The most recent crash is when I turned off Hardware Acceleration. bp-3cf22f44-bd4f-4a22-9ff2-9eda12150707 7/7/2015 6:12 PM 2d7994f0-626a-4208-ac1d-85162ac7adc6 7/7/2015 5:51 PM bp-a3b9d668-ded6-4a5d-82ce-6b7852150707 7/7/2015 5:49 PM Also the folks at AdBlock Plus suggested to come up with a new profile. After reading over it, it looks complicated.
jscher2000
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8787 solutions 71865 answers

A new profile is like a Reset with less data carried over. Unless your problem is related to history or bookmarks, it might not give you significantly different results.

Two other thoughts:

I haven't researched what changed in Firefox 39, but you can try disabling this change from Firefox 37 to see whether it makes any difference:

Warp GL - Firefox 37+

(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 layers and pause while the list is filtered

(C) Double-click the layers.d3d11.disable-warp preference to switch it from false to true

Clean Reinstall

We use this name, but it's not about removing your settings, it's about making sure the program files are clean (no inconsistent, corrupted, or alien code files). As described below, this process does not disturb your existing settings. Do NOT uninstall Firefox, that's not needed.

(1) Download a fresh installer for Firefox 39.0 from https://www.mozilla.org/firefox/all/ to a convenient location. (Scroll down to your preferred language.)

(2) Exit out of Firefox (if applicable).

(3) Rename the program folder, either:

(64-bit Windows folder names)

C:\Program Files (x86)\Mozilla Firefox

to

C:\Program Files (x86)\OldFirefox

(32-bit Windows folder names)

C:\Program Files\Mozilla Firefox

to

C:\Program Files\OldFirefox

(4) Run the installer you downloaded in #1. It should automatically connect to your existing settings.

Does Firefox work any better on the problem sites after reinstall?

Note: Some plugins may exist only in that OldFirefox folder. If something essential is missing, look in these folders:

  • \OldFirefox\Plugins
  • \OldFirefox\browser\plugins
A new profile is like a Reset with less data carried over. Unless your problem is related to history or bookmarks, it might not give you significantly different results. Two other thoughts: I haven't researched what changed in Firefox 39, but you can try disabling this change from Firefox 37 to see whether it makes any difference: '''Warp GL - Firefox 37+''' (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 '''layers''' and pause while the list is filtered (C) Double-click the '''layers.d3d11.disable-warp''' preference to switch it from false to true '''Clean Reinstall''' We use this name, but it's not about removing your settings, it's about making sure the program files are clean (no inconsistent, corrupted, or alien code files). As described below, this process does not disturb your existing settings. Do NOT uninstall Firefox, that's not needed. (1) Download a fresh installer for Firefox 39.0 from https://www.mozilla.org/firefox/all/ to a convenient location. (Scroll down to your preferred language.) (2) Exit out of Firefox (if applicable). (3) Rename the program folder, either: ''(64-bit Windows folder names)'' C:\Program Files (x86)\Mozilla Firefox to C:\Program Files (x86)\OldFirefox ''(32-bit Windows folder names)'' C:\Program Files\Mozilla Firefox to C:\Program Files\OldFirefox (4) Run the installer you downloaded in #1. It should automatically connect to your existing settings. Does Firefox work any better on the problem sites after reinstall? Note: Some plugins may exist only in that OldFirefox folder. If something essential is missing, look in these folders: * \OldFirefox\Plugins * \OldFirefox\browser\plugins