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Hi! Recently, my Firefox continuously keeps crashing. I have tried to go through the assistance provided by the Mozilla Firefox help center, but my browser issue does not seem to be resolved. I also tried using Mozilla in the safe mode, but I am running into the same issue. I'm not sure if I need to be doing something on my end to fix the problem? Attached is the ID for my latest crash report. Would it be possible for someone to please help me?
Thank you so much!
All Replies (10)
I apologize, here is the attached screenshot with ID information.
In the address bar, type about:crashes<enter>. Note: If any reports do not have BP in front of the numbers/letters, 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.
bp-02577f0d-0a73-4bf2-94d7-d07272150713 7/12/2015 10:45 PM bp-c5318e88-5665-4573-8519-84d6b2150712 7/12/2015 5:58 PM bp-e8331d25-7a43-4d01-bb7c-9d5f12150712 7/12/2015 4:29 PM bp-cb188ec0-c54e-4066-8081-f17262150710 7/10/2015 2:09 PM bp-b5a1e4a3-ca0b-4b2b-afbd-fbd432150710 7/10/2015 2:02 PM bp-27b6691e-712d-46aa-9b54-b38f72150710 7/10/2015 1:42 PM bp-e6733d4d-70cb-4e44-b0e0-8587b2150710 7/10/2015 1:16 PM bp-811cfa91-854e-4cd0-8067-eda922150710 7/10/2015 1:13 PM bp-10643da9-60de-4812-9f8e-eb7a12150710 7/10/2015 1:04 PM bp-a952283c-a452-4315-aec8-c2d912150710 7/10/2015 12:56 PM
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.
- 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.)
Thank you for your help!
More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.
You can check for problems with preferences.
Delete possible user.js and numbered prefs-##.js files and rename (or delete) the prefs.js file to reset all prefs to the default value including prefs set via user.js and prefs that are no longer supported in the current Firefox release.
You can use this button to go to the current Firefox profile folder:
- Help > Troubleshooting Information > Profile Directory: Show Folder (Linux: Open Directory; Mac: Show in Finder)
Create a new profile as a test to check if your current profile is causing the problem.
See "Creating a profile":
If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems.
The IDs are posted in my reply on 7/12 at 8:42 pm.
The crash report flagged these programs;
mcbrwctl.dll = McAfee SiteAdvisor
igd10umd32.dll = Intel(R) Graphics Technology ++++++++++++++++++++++ Total Virtual Memory 4294836224
Available Virtual Memory 1747206144
System Memory Use Percentage 73
Available Page File 3504644096
Available Physical Memory 1129934848
Check for updates for the above programs
- see if there are updates for your graphics drive drivers
- disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later)
- disable hardware acceleration in the Flash plugin
https://forums.adobe.com/thread/891337 See also:
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.
My firefox still seems to crash. I'm not sure what I'm doing wrong. I disabled the hardware acceleration option and looked at the graphics drive drivers. Can you please help?
Did you try a new test profile?
Boot the computer in Windows Safe Mode with network support (press F8 on the boot screen) as a test.
Do a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions.
Make sure that you update each program to get the latest version of their databases before doing a scan.
- Malwarebytes' Anti-Malware:
- Microsoft Safety Scanner:
- Windows Defender:
- Spybot Search & Destroy:
- Kasperky Free Security Scan:
You can also do a check for a rootkit infection with TDSSKiller.
- Anti-rootkit utility TDSSKiller:
Thank you, cor-el. I am working on the full scans of the programs listed above.
Also, I noticed today there is a problem with my Java. It says "out of memory java heap space". Maybe it is connected to the Mozilla issue?