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Firefox only asks to start in safe mode or refresh when trying to open, then crashes

  • 17 replies
  • 3 have this problem
  • 1 view
  • Last reply by julijonmom

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Using Windows 10, upgraded to 44.0.2. Now Firefox says it unexpectedly crashes when opening and gives me the option to start in safe mode or refresh. I tried refreshing but nothing changed. I tried to open in start mode, but only get a white screen and then it says "Not Responding" in parentheses on top bar of page. I have tried a clean uninstall per directions on Mozilla support. I also captured the crash ID per Mozilla support and that is below:

Crash ID: bp-5e0ff17b-6889-48a9-9185-f0c202160215

Using Windows 10, upgraded to 44.0.2. Now Firefox says it unexpectedly crashes when opening and gives me the option to start in safe mode or refresh. I tried refreshing but nothing changed. I tried to open in start mode, but only get a white screen and then it says "Not Responding" in parentheses on top bar of page. I have tried a clean uninstall per directions on Mozilla support. I also captured the crash ID per Mozilla support and that is below: Crash ID: bp-5e0ff17b-6889-48a9-9185-f0c202160215

All Replies (17)

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hi, the particular crash you have linked to seems to be a hang on shutdown. can you select not to clear your history when you close firefox?

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Hi Philipp,

I could not even get it to open long enough to make any changes to in the Options. It would open briefly, the fan speed would increase, then it would show (Not Responding) in the top bar.

I tried restarting. I tried uninstalling and reinstalling. After the reinstall it did the same thing.

I uninstalled again and then was able to install 43.0.4, thankfully, as I needed to access my bookmarks. Now 43.0.4 is not giving me any problems.

I am not wanting to update to 44.0.2 as that seemed to be the problem.

Here are other crash reports from today. All occurred within 30 minutes: Crash ID: bp-a464ca53-513a-40a9-9393-7c5462160215 Crash ID: bp-3cd2b463-b040-4988-b3c5-5337d2160215 Crash ID: bp-9d973ed4-bf44-4007-a467-fe70a2160215

Thank you for your help!

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thanks, could you also go to the firefox menu ≡ > help ? > troubleshooting information, copy the contents of that page and paste them here into a reply on the forum? this might give us a clue what is going on...

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in any case, i've filed a bug report about this behaviour at https://bugzilla.mozilla.org/show_bug.cgi?id=1248489

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Thank you for filing the bug report.

I would not have been able to provide you with the contents of the troubleshooting page as firefox freezes up before I can click...

Thanks again!

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could you give the troubleshooting info from 43.0.4 that you are using now nevertheless - many parts of the configuration will stay the same, so it might still give use some vital clues. thanks

Modified by philipp

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Hi Philipp - Sorry for the delay in responding. Below is what i copied from troubleshooting. Thank you!

Application Basics Name Firefox Version 43.0.4 Build ID 20160105164030 Update History Update Channel release User Agent Mozilla/5.0 (Windows NT 10.0; WOW64; rv:43.0) Gecko/20100101 Firefox/43.0 Profile Folder Enabled Plugins about:plugins Build Configuration about:buildconfig Memory Use about:memory Registered Service Workers about:serviceworkers Multiprocess Windows 0/1 (default: false) Safe Mode false Crash Reports for the Last 3 Days Report ID Submitted bp-5e0ff17b-6889-48a9-9185-f0c202160215 3 days ago bp-a464ca53-513a-40a9-9393-7c5462160215 3 days ago bp-3cd2b463-b040-4988-b3c5-5337d2160215 3 days ago bp-9d973ed4-bf44-4007-a467-fe70a2160215 3 days ago bp-c1d68f61-5b73-40b3-a455-b18d72160215 3 days ago

All Crash Reports (including 21 pending crashes in the given time range) Extensions Name Version Enabled ID Kaspersky Protection 4.6.2.23.1 false light_plugin_D772DC8D6FAF43A29B25C4EBAA5AD1DE@kaspersky.com Graphics Adapter Description AMD Radeon HD 7400M Series Adapter Drivers aticfx64 aticfx64 aticfx64 amdxc64 aticfx32 aticfx32 aticfx32 amdxc32 atiumd64 atidxx64 atidxx64 atiumdag atidxx32 atidxx32 atiumdva atiumd6a atitmm64 Adapter RAM 1024 Asynchronous Pan/Zoom none ClearType Parameters Gamma: 2200 Pixel Structure: B ClearType Level: 0 Enhanced Contrast: 400 Device ID 0x6760 DirectWrite Enabled false (10.0.10586.0) Driver Date 11-4-2015 Driver Version 15.201.1151.1008 GPU #2 Active false GPU Accelerated Windows 0/1 Basic (OMTC) Subsys ID 00041179 Supports Hardware H264 Decoding No; Hardware video decoding disabled or blacklisted Vendor ID 0x1002 WebGL Renderer Google Inc. -- ANGLE (AMD Radeon HD 7400M Series Direct3D11 vs_5_0 ps_5_0) windowLayerManagerRemote true AzureCanvasBackend 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thanks a lot. did you try to clear up your history/private data before this whole problem started?

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I don't believe I did, no.

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Update: today I logged into my pc as a different user. Firefox 43 automatically updated and installed 44.02. It worked ok as that user, however I noticed some of the links would not do anything when clicked.

I went back to my original user login and Firefox froze. I uninstalled 44, reinstalled 43, and got this crash report: bp-908ef212-a200-437f-a320-5b3e42160219

Do you need me to copy/paste the troubleshooting information as well?

Thank you...

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yes, the hanging on startup seems to be specific to a particular profile configuration. firefox developers are narrowing it down and working on a fix at the moment - that might go into a beta version of firefox 45 next week. once that happens i will reply here in the thread again and may also ask to testrun this beta...

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more options

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the behaviour in firefox 45 beta 10 has been reverted to the one from pre-44 in order give developers more time to fix it. would you be able/willing to try it out from https://www.mozilla.org/beta & see if it is working as expected again? many thanks...

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Sure, I'll give it a shot.

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So far so good. No hang ups or crashes.