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Firefox search box is completely non-operational and Firefox freezes/crashes within seconds/minutes of start.

Posted

Dramatis Personae:

Me (a Chrome user, but attempting to help a Struggling Co-worker) Struggling Coworker (co-worker who is not tech savvy, prefers Firefox, and would like to keep the Firefox settings he has been using historically) Poser Coworker (the guy who broke Struggling Coworkers Firefox)

Issue:

I am submitting this on behalf a Struggling Coworker. Last week, Poser Coworker made some kind of changes to Struggling Coworker's preferred Brower, Firefox, supposedly to speed up or make Firefox more efficient. Struggling CW is unsure of what Poser CW did, aside from "remove a series panes." As of writing this post, his Firefox runs for a few seconds or minutes and then crashes. Any fixes involving the search box will not work, as the search box does not execute on anything inputted therein (Firefox just sits there doing nothing, no error message, no thinky icon, just the original input information as entered). The issue is not the internet connection nor the hardware, as Struggling CW is using successfully Chrome as a workaround.

Our IT vendor has traditionally been of limited assistance, so while Struggling CW has engaged IT vendor, it may be more efficient to receive feedback from the Mozilla community, where there are people who know what they are talking about and are motivated to fix the problem (as an example, IT vendor cannot even successfully explain to me or provide me instructions for the proper Outlook settings to get it to work with the email server and security settings that they have arranged, while sales tech company's IT successfully instructed me to set up a complicated security device on a different network, so it's not me!)

I have already attempted the fix recommended here (https://support.mozilla.org/en-US/questions/1075976); the problem persists as described. My objectives here are to get Firefox fully functional without losing any Struggling CW's settings or profile data. The issue, I am guessing, is either with Firefox or some process that Firefox uses with his operating platform and/or his PC).

OS = Windows 7 Professional (64 bit)

PC = Dell Optiplex 3010

Processor = Intel Core i5-3470 CPU @ 3.20 GHz

RAM = 4 GB

Firefox version = 48.0.2.6079

Dramatis Personae: Me (a Chrome user, but attempting to help a Struggling Co-worker) Struggling Coworker (co-worker who is not tech savvy, prefers Firefox, and would like to keep the Firefox settings he has been using historically) Poser Coworker (the guy who broke Struggling Coworkers Firefox) Issue: I am submitting this on behalf a Struggling Coworker. Last week, Poser Coworker made some kind of changes to Struggling Coworker's preferred Brower, Firefox, supposedly to speed up or make Firefox more efficient. Struggling CW is unsure of what Poser CW did, aside from "remove a series panes." As of writing this post, his Firefox runs for a few seconds or minutes and then crashes. Any fixes involving the search box will not work, as the search box does not execute on anything inputted therein (Firefox just sits there doing nothing, no error message, no thinky icon, just the original input information as entered). The issue is not the internet connection nor the hardware, as Struggling CW is using successfully Chrome as a workaround. Our IT vendor has traditionally been of limited assistance, so while Struggling CW has engaged IT vendor, it may be more efficient to receive feedback from the Mozilla community, where there are people who know what they are talking about and are motivated to fix the problem (as an example, IT vendor cannot even successfully explain to me or provide me instructions for the proper Outlook settings to get it to work with the email server and security settings that they have arranged, while sales tech company's IT successfully instructed me to set up a complicated security device on a different network, so it's not me!) I have already attempted the fix recommended here (https://support.mozilla.org/en-US/questions/1075976); the problem persists as described. My objectives here are to get Firefox fully functional without losing any Struggling CW's settings or profile data. The issue, I am guessing, is either with Firefox or some process that Firefox uses with his operating platform and/or his PC). OS = Windows 7 Professional (64 bit) PC = Dell Optiplex 3010 Processor = Intel Core i5-3470 CPU @ 3.20 GHz RAM = 4 GB Firefox version = 48.0.2.6079

Modified by bluesoulsearcher

Chosen solution

Did you try creating a new profile? It won't have any of the user's settings, but if it's stable, that would be good to know and would provide a base for migrating data into from the problem profile.

Create a new Firefox profile

A new profile will have the user's system-installed plugins (e.g., Flash) and extensions (e.g., security suite toolbars), but no themes, other extensions, or other customizations.

With Firefox closed, start up in the Profile Manager by typing or pasting the following in the Start menu search box and pressing Enter:

firefox.exe -P

Don't delete anything here!

Any time you want to switch profiles, exit Firefox and return to this dialog.

Click the Create Profile button, assign a name like Aug2016, and ignore the option to relocate the profile folder. After creating the profile, select it and start Firefox in that profile.

Stable?

When returning to the Profile Manager, you might be tempted to use the Delete Profile button. But... it's a bit too easy to accidentally delete the user's "real" profile, so I recommend resisting the temptation. If you do want to clean up later, I suggest making a backup of all of the profiles first in case something were to go wrong.

Read this answer in context 1

Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116 Safari/537.36

More Information

FredMcD
  • Top 10 Contributor
4245 solutions 59390 answers

Start Firefox in Safe Mode {web Link} by holding down the <Shift>
(Mac=Options)
key, and then starting Firefox. A small dialog should appear. Click Start In Safe Mode (not Refresh).

Is the problem still there?

While still in Safe Mode,

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP in front of the numbers/letters, click it to submit them.

The crash report is several pages of data. We need the report numbers to see the whole report.

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.

aboutcrashesFx29
Start '''[https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Firefox in Safe Mode]''' {web Link} by holding down the '''<Shift><br> ''(Mac=Options)'' ''' key, and then starting Firefox. A small dialog should appear. Click '''Start In Safe Mode''' (not Refresh). Is the problem still there? While still in Safe Mode, In the address bar, type '''about:crashes'''<enter>.''' Note:''' If any reports do not have '''BP''' in front of the numbers/letters, click it to submit them. '''The crash report is several pages of data.''' '''We need the report numbers to see the whole report.''' 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. ;[[Image:aboutcrashesFx29|width=500]]

Question owner

The problem is still there. Refresh function also not effective.

Same issues still exist in Safe Mod with the non-op address bar and then a crash shortly afterwards.

Does Firefox maintain the crash log(s) in an accessible folder?

Also, crash reports are being sent to Mozilla. If someone with access would like the reference email addresses, I can provide that privately.

On a side note, Poser CW called the IT vendor for a separate issue. IT vendor stated to him that the IT vendor's admin rights on our system blocks unauthorized executable files. I am not sure if this response really follows, as Firefox's executable works, just not very well, and the issue precedes my attempt at a clean reinstall (kind of sounds like the boilerplate response). Could admin rights from a IT vendor with unusual procedures and poor customer service be the root?

The problem is still there. Refresh function also not effective. Same issues still exist in Safe Mod with the non-op address bar and then a crash shortly afterwards. Does Firefox maintain the crash log(s) in an accessible folder? Also, crash reports are being sent to Mozilla. If someone with access would like the reference email addresses, I can provide that privately. On a side note, Poser CW called the IT vendor for a separate issue. IT vendor stated to him that the IT vendor's admin rights on our system blocks unauthorized executable files. I am not sure if this response really follows, as Firefox's executable works, just not very well, and the issue precedes my attempt at a clean reinstall (kind of sounds like the boilerplate response). Could admin rights from a IT vendor with unusual procedures and poor customer service be the root?
FredMcD
  • Top 10 Contributor
4245 solutions 59390 answers

If you can't get Firefox to open, you will have to do this the hard way. https://support.mozilla.org/en-US/kb/mozillacrashreporter Open the file browser / explorer on your computer. Note: You may have to enable Show Hidden Folders / Files. Enter this in the address bar;

Windows: %APPDATA%\Mozilla\Firefox\Crash Reports\submitted Win 7/Vista: C:\Users\<username>\AppData\Roaming\Mozilla\Firefox\Crash Reports\submitted Win XP/2000: C:\Documents and Settings\<username>\Application Data\Mozilla\Firefox\Crash Reports\submitted

Mac OS: /Users/<username>/Library/Application Support/Firefox/Crash Reports/submitted Linux: /home/<username>/.mozilla/firefox/Crash Reports/submitted

Copy the last 5-7 Recent File Names in the folder. Post the information in the reply box below.

If you can't get Firefox to open, you will have to do this the hard way. '''https://support.mozilla.org/en-US/kb/mozillacrashreporter''' Open the file browser / explorer on your computer. '''Note:''' You may have to enable '''Show Hidden Folders / Files.''' Enter this in the address bar; '''Windows:''' %APPDATA%\Mozilla\Firefox\Crash Reports\submitted '''Win 7/Vista:''' C:\Users\'''<username>'''\AppData\Roaming\Mozilla\Firefox\Crash Reports\submitted '''Win XP/2000:''' C:\Documents and Settings\'''<username>'''\Application Data\Mozilla\Firefox\Crash Reports\submitted '''Mac OS:''' /Users/'''<username>'''/Library/Application Support/Firefox/Crash Reports/submitted '''Linux:''' /home/'''<username>'''/.mozilla/firefox/Crash Reports/submitted Copy the last '''5-7 Recent File Names''' in the folder. Post the information in the reply box below.

Question owner

New to Old, in order. The clean reinstall was applied today.

20160829 1425 - Crash ID: bp-3c888686-eceb-42d1-bfee-e8cb12160829

20160829 1036 - Crash ID: bp-9366cbf3-fb83-4cf8-94f9-13a532160829

20160829 1031 - Crash ID: bp-fbc903f5-b29d-4759-abab-f028c2160829

20160829 1009 - Crash ID: bp-77284ed0-8271-4a35-8aad-a48452160829

20160829 1008 - Crash ID: bp-0ce673ae-2f66-43e9-b329-a80222160829

20160825 1228 - Crash ID: bp-97c15f9e-5fab-4506-bbdf-11e752160825

20160825 1206 - Crash ID: bp-eb2edf6b-4738-4d52-8de4-0f0f42160825

New to Old, in order. The clean reinstall was applied today. 20160829 1425 - Crash ID: bp-3c888686-eceb-42d1-bfee-e8cb12160829 20160829 1036 - Crash ID: bp-9366cbf3-fb83-4cf8-94f9-13a532160829 20160829 1031 - Crash ID: bp-fbc903f5-b29d-4759-abab-f028c2160829 20160829 1009 - Crash ID: bp-77284ed0-8271-4a35-8aad-a48452160829 20160829 1008 - Crash ID: bp-0ce673ae-2f66-43e9-b329-a80222160829 20160825 1228 - Crash ID: bp-97c15f9e-5fab-4506-bbdf-11e752160825 20160825 1206 - Crash ID: bp-eb2edf6b-4738-4d52-8de4-0f0f42160825
FredMcD
  • Top 10 Contributor
4245 solutions 59390 answers

Helpful Reply

Product Firefox Release Channel release Version 48.0.2 Build ID 20160823121617 OS Windows 7 OS Version 6.1.7601 Service Pack 1

Signature: Abort | mozalloc_abort | NS_DebugBreak | nsDebugImpl::Abort | XPTC__InvokebyIndex

This is for Sumo's Related Bugs 1285956 RESOLVED DUPLICATE Crash in Abort | mozalloc_abort | NS_DebugBreak | nsDebugImpl::Abort | XPTC__InvokebyIndex

1273770 NEW --- AsyncShutdown timeout in session store


The above is a new type bug. They are just getting started on a fix.

Product Firefox Release Channel release Version 48.0.2 Build ID 20160823121617 OS Windows 7 OS Version 6.1.7601 Service Pack 1 Signature: Abort | mozalloc_abort | NS_DebugBreak | nsDebugImpl::Abort | XPTC__InvokebyIndex This is for Sumo's Related Bugs 1285956 RESOLVED DUPLICATE Crash in Abort | mozalloc_abort | NS_DebugBreak | nsDebugImpl::Abort | XPTC__InvokebyIndex 1273770 NEW --- AsyncShutdown timeout in session store ---------------------- The above is a new type bug. They are just getting started on a fix.

Question owner

Okay, great news to hear it is identified and a solution is pending. Thank you for looking at this, Fred.

What is the best clearinghouse of information to receive news for updates on the fix?

Okay, great news to hear it is identified and a solution is pending. Thank you for looking at this, Fred. What is the best clearinghouse of information to receive news for updates on the fix?

Modified by bluesoulsearcher

FredMcD
  • Top 10 Contributor
4245 solutions 59390 answers

Helpful Reply

While you can 'watch' the discussion in Bugzilla, Much of it would be over ones head.

Once a fix is ready, Mozilla will send out updates for the current browsers.

While you can 'watch' the discussion in Bugzilla, Much of it would be over ones head. Once a fix is ready, Mozilla will send out updates for the current browsers.
jscher2000
  • Top 10 Contributor
8688 solutions 71030 answers

Chosen Solution

Did you try creating a new profile? It won't have any of the user's settings, but if it's stable, that would be good to know and would provide a base for migrating data into from the problem profile.

Create a new Firefox profile

A new profile will have the user's system-installed plugins (e.g., Flash) and extensions (e.g., security suite toolbars), but no themes, other extensions, or other customizations.

With Firefox closed, start up in the Profile Manager by typing or pasting the following in the Start menu search box and pressing Enter:

firefox.exe -P

Don't delete anything here!

Any time you want to switch profiles, exit Firefox and return to this dialog.

Click the Create Profile button, assign a name like Aug2016, and ignore the option to relocate the profile folder. After creating the profile, select it and start Firefox in that profile.

Stable?

When returning to the Profile Manager, you might be tempted to use the Delete Profile button. But... it's a bit too easy to accidentally delete the user's "real" profile, so I recommend resisting the temptation. If you do want to clean up later, I suggest making a backup of all of the profiles first in case something were to go wrong.

Did you try creating a new profile? It won't have any of the user's settings, but if it's stable, that would be good to know and would provide a base for migrating data into from the problem profile. '''Create a new Firefox profile''' A new profile will have the user's system-installed plugins (e.g., Flash) and extensions (e.g., security suite toolbars), but no themes, other extensions, or other customizations. With Firefox closed, start up in the Profile Manager by typing or pasting the following in the Start menu search box and pressing Enter: firefox.exe -P ''Don't delete anything here!'' Any time you want to switch profiles, exit Firefox and return to this dialog. Click the Create Profile button, assign a name like Aug2016, and ignore the option to relocate the profile folder. After creating the profile, select it and start Firefox in that profile. Stable? When returning to the Profile Manager, you might be tempted to use the Delete Profile button. But... it's a bit too easy to accidentally delete the user's "real" profile, so I recommend resisting the temptation. If you do want to clean up later, I suggest making a backup of all of the profiles first in case something were to go wrong.

Question owner

FredMcD said

While you can 'watch' the discussion in Bugzilla, Much of it would be over ones head. Once a fix is ready, Mozilla will send out updates for the current browsers.

Perfect, I will pass everything along to my coworker. Thanks again!

''FredMcD [[#answer-911370|said]]'' <blockquote> While you can 'watch' the discussion in Bugzilla, Much of it would be over ones head. Once a fix is ready, Mozilla will send out updates for the current browsers. </blockquote> Perfect, I will pass everything along to my coworker. Thanks again!