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Firefox crashes

Posted

Hello, i'm experiencing crashes every day when i'm trying to see specific web pages. My latest crash report is

https://crash-stats.mozilla.com/report/index/e9b3b28d-a4bb-4807-9adc-56e382160614

I have made an update to the latest firefox version and to the plug-in of java. Thanks

Hello, i'm experiencing crashes every day when i'm trying to see specific web pages. My latest crash report is https://crash-stats.mozilla.com/report/index/e9b3b28d-a4bb-4807-9adc-56e382160614 I have made an update to the latest firefox version and to the plug-in of java. Thanks

Additional System Details

Installed Plug-ins

  • ActiveTouch General Plugin Container Version 105
  • Foxit PhantomPDF Plug-In For Firefox and Netscape
  • Foxit Reader Plug-In For Firefox and Netscape
  • Google Update
  • IE Tab plugin
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • Next Generation Java Plug-in 11.91.2 for Mozilla browsers
  • Shockwave Flash 21.0 r0
  • 5.1.20513.0
  • VMware Remote Console Plug-in
  • mydlink services plugin

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:38.0) Gecko/20100101 Firefox/38.0

More Information

FredMcD
  • Top 10 Contributor
4245 solutions 59390 answers

Product Firefox Version 38.5.1esr Build ID 20151218095812 Release Channel esr OS Windows 7 OS Version 6.1.7601 Service Pack 1

Signature hash4

FwcWsp.dll = Microsoft Internet Security and Acceleration Server

igd10umd32.dll = Intel(R) Graphics Technology

msmpeg2vdec.dll = Microsoft DTV-DVD Video Decoder


Perform a System File Check to fix corrupted system files Win 7, 8, 10, Vista: https://support.microsoft.com/en-us/kb/929833 Win XP: https://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/system_file_checker.mspx?mfr=true

See if there are updates for your graphics drivers https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

Product Firefox Version 38.5.1esr Build ID 20151218095812 Release Channel esr OS Windows 7 OS Version 6.1.7601 Service Pack 1 Signature hash4 FwcWsp.dll = Microsoft Internet Security and Acceleration Server igd10umd32.dll = Intel(R) Graphics Technology msmpeg2vdec.dll = Microsoft DTV-DVD Video Decoder -------------- Perform a System File Check to fix corrupted system files Win 7, 8, 10, Vista: https://support.microsoft.com/en-us/kb/929833 Win XP: https://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/system_file_checker.mspx?mfr=true See if there are updates for your graphics drivers https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration
jscher2000
  • Top 10 Contributor
8684 solutions 70998 answers

The crash report suggests that you just installed that older version. Do you have crash reports from more recent versions of Firefox, or how did you end up with that one??

If you need the last in the Firefox 38esr series, see:

https://download-installer.cdn.mozilla.net/pub/firefox/releases/38.8.0esr/

The current esr release can be found here (scroll down to your preferred language, for maximum plugin compatibility, choose the Windows version (32-bit) not the Windows 64-bit version):

https://www.mozilla.org/firefox/organizations/all/

The crash report suggests that you just installed that older version. Do you have crash reports from more recent versions of Firefox, or how did you end up with that one?? If you need the last in the Firefox 38esr series, see: https://download-installer.cdn.mozilla''.''net/pub/firefox/releases/38.8.0esr/ The current esr release can be found here (scroll down to your preferred language, for maximum plugin compatibility, choose the Windows version (32-bit) not the Windows 64-bit version): https://www.mozilla.org/firefox/organizations/all/

Question owner

i have made an upgrade to 45.2.0 but i have still the same problem. Also i did a System File Check to fix corrupted system files but no problem found. Also a windows update performed but i still have the same problem.

do you believe that removing firefox and reinstall it might solve the issue?

i have made an upgrade to 45.2.0 but i have still the same problem. Also i did a System File Check to fix corrupted system files but no problem found. Also a windows update performed but i still have the same problem. do you believe that removing firefox and reinstall it might solve the issue?
FredMcD
  • Top 10 Contributor
4245 solutions 59390 answers

It can't hurt. Let’s do a full clean re-install; Download Firefox For All languages And Systems {web link} Save the file. Then Close Firefox.

Using your file browser, open the Programs Folder on your computer.

Windows: C:\Program Files C:\Program Files (x86) Mac: Open the "Applications" folder. Linux: Check your user manual.

Do Not remove the profiles folder.

Look for, and rename any Mozilla or Firefox program folders by adding .old to them. Do not rename the Mozilla Thunderbird folder.

After rebooting the computer, run a registry scanner. Then run the installer. If all goes well, remove the OLD folders when you are done.


If there is a problem, start your Computer in safe mode and try again.

Starting The Computer In Safe Mode;
Free Online Encyclopedia

It can't hurt. Let’s do a full clean re-install; '''[http://www.mozilla.org/en-US/firefox/all/ Download Firefox For All languages And Systems]''' {web link} Save the file. Then '''Close Firefox.''' Using your file browser, open the '''Programs Folder''' on your computer. '''Windows:''' C:\Program Files C:\Program Files (x86) '''Mac:''' Open the "Applications" folder. '''Linux:''' Check your user manual. '''Do Not''' remove the profiles folder. Look for, and rename any '''Mozilla''' or '''Firefox''' program folders by adding '''.old''' to them. Do not rename the '''Mozilla Thunderbird''' folder. After rebooting the computer, run a registry scanner. Then run the installer. If all goes well, remove the OLD folders when you are done. --------- If there is a problem, start your '''Computer''' in safe mode and try again. '''[http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode Starting The Computer In Safe Mode;<br>Free Online Encyclopedia]'''

Question owner

hello, i tried a clean install of Firefox to version 47.0 but i still have the same problem. Any other suggestions?

hello, i tried a clean install of Firefox to version 47.0 but i still have the same problem. Any other suggestions?
philipp
  • Top 25 Contributor
  • Moderator
5304 solutions 23418 answers

could you provide crash reports generated from this new version as well? can you share those urls triggering the crashes as well (in case they are publicly accessible)?

could you provide crash reports generated from this new version as well? can you share those urls triggering the crashes as well (in case they are publicly accessible)?

Question owner

Here you are: https://crash-stats.mozilla.com/report/index/b8492081-68d2-4463-96a5-14d2e2160615
FredMcD
  • Top 10 Contributor
4245 solutions 59390 answers

Product Firefox Version 47.0 Build ID 20160604131506 Release Channel release OS Windows 7 OS Version 6.1.7601 Service Pack 1

Signature hash4

FwcWsp64.dll = Microsoft Internet Security

igd10umd64.dll = used to handle the startup services of Immunet Virus Removal


Update or disable these programs

Product Firefox Version 47.0 Build ID 20160604131506 Release Channel release OS Windows 7 OS Version 6.1.7601 Service Pack 1 Signature hash4 FwcWsp64.dll = Microsoft Internet Security igd10umd64.dll = used to handle the startup services of Immunet Virus Removal ------------ Update or disable these programs
jscher2000
  • Top 10 Contributor
8684 solutions 70998 answers

What are the steps leading up to the crash?

For example, you type the address in the address bar and Firefox displays the autocomplete drop-down below the address bar and autofill match in the address bar, and possibly search suggestions. Okay so far?

Then you click a choice or press Enter to load the domain, does Firefox immediately crash at that point or do you get any kind of error message?

Reading down the crashing thread in the reports, they refer to adding or updating certificates, which seems to indicate a problem with the site's SSL certificate, or a proxy/filter which is substituting the certificate, or perhaps with Firefox's certificate store. To bypass the existing certificate store, you could try renaming a file:

Open your current Firefox settings (AKA Firefox profile) folder using either

  • "3-bar" menu button > "?" button > Troubleshooting Information
  • (menu bar) Help > Troubleshooting Information
  • type or paste about:support in the address bar and press Enter

In the first table on the page, click the "Show Folder" button. This should launch a new window listing various files and folders in Windows Explorer.

Leaving that window open, switch back to Firefox and Exit, either:

  • "3-bar" menu button > "power" button
  • (menu bar) File > Exit

Pause while Firefox finishes its cleanup, then rename cert8.db to something like cert8-old.db. (If Windows does not show the .db extension, you may want to set Windows to show all file extensions: http://windows.microsoft.com/en-us/wi.../show-hide-file-name-extensions)

Start Firefox back up again. Can you access the site?

Note: If you use Avast, BitDefender, Bullguard, ESET, Kaspersky, AVG or Microsoft Family Safety, Firefox may lose trust in the fake certificates presented by the program after this change. This support article has more information on how to work around that: How to troubleshoot security error codes on secure websites.

What are the steps leading up to the crash? For example, you type the address in the address bar and Firefox displays the autocomplete drop-down below the address bar and autofill match in the address bar, and possibly search suggestions. Okay so far? Then you click a choice or press Enter to load the domain, does Firefox immediately crash at that point or do you get any kind of error message? Reading down the crashing thread in the reports, they refer to adding or updating certificates, which seems to indicate a problem with the site's SSL certificate, or a proxy/filter which is substituting the certificate, or perhaps with Firefox's certificate store. To bypass the existing certificate store, you could try renaming a file: Open your current Firefox settings (AKA Firefox profile) folder using either * "3-bar" menu button > "?" button > Troubleshooting Information * (menu bar) Help > Troubleshooting Information * type or paste about:support in the address bar and press Enter In the first table on the page, click the "Show Folder" button. This should launch a new window listing various files and folders in Windows Explorer. Leaving that window open, switch back to Firefox and Exit, either: * "3-bar" menu button > "power" button * (menu bar) File > Exit Pause while Firefox finishes its cleanup, then rename '''cert8.db''' to something like cert8-old.db. (If Windows does not show the .db extension, you may want to set Windows to show all file extensions: [http://windows.microsoft.com/en-us/windows/show-hide-file-name-extensions]) Start Firefox back up again. Can you access the site? Note: If you use Avast, BitDefender, Bullguard, ESET, Kaspersky, AVG or Microsoft Family Safety, Firefox may lose trust in the fake certificates presented by the program after this change. This support article has more information on how to work around that: [[How to troubleshoot the error code "SEC_ERROR_UNKNOWN_ISSUER" on secure websites]].