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Thread with firefox.exe+0x630b uses 100% CPU 56.0.0.6478 32-bit

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My company uses Citrix XenApp 6.5. Sometimes, when a user launches Firefox, nothing happens on the thin client. And the main Firefox process uses around 100% of one server core. I have to kill these processes. We are using Firefox version 56.0.0.6478 32-bit. The thread using the most CPU has a start address of firefox.exe+0x630b. Its stack is below. Firefox is running on Server 2008 R2 Enterprise. This issue seems related to the 56 release because it just started for us in the last week. I do not believe anyone is using Firefox add-ons in Citrix. The command in our application shortcut is below. I cannot replicate the issue. This seems to affect about one in ten instances. Once the issue starts happening for a person, it seems to consistently occur for them. For one person having this issue, renaming their cache folder helped: %localappdata%\Mozilla I have not tried this remedy in every case.

"C:\Program Files (x86)\Mozilla Firefox\firefox.exe" http://www.paycomonline.com

ntoskrnl.exe!memset+0x61a ntoskrnl.exe!KeWaitForMultipleObjects+0xd52 ntoskrnl.exe!KeWaitForSingleObject+0x19f ntoskrnl.exe!__misaligned_access+0xbd0 ntoskrnl.exe!__misaligned_access+0x186d ntoskrnl.exe!__misaligned_access+0x1ae7 xul.dll+0x64a6c8 xul.dll+0x6ad770 xul.dll!mozilla_dump_image+0x73fabe xul.dll!workerlz4_decompress+0x21ef55 xul.dll+0x8a9962 xul.dll+0x8a9138 xul.dll+0x5210b3 xul.dll+0x51f6e5 xul.dll+0x51e15f xul.dll+0x51df66 xul.dll+0x51de91 xul.dll+0x51dd42 xul.dll+0x51da1e xul.dll+0x50dd93 xul.dll+0x50dbd8 xul.dll+0x50db0e xul.dll+0x50da0b xul.dll+0x5dae54 xul.dll+0x5d9bcf xul.dll+0x416ebb xul.dll+0x416e79 xul.dll+0x8a6128 xul.dll+0x8a5eb7 xul.dll+0x8a5e6c xul.dll+0x8a4e4e xul.dll+0x8ac1b9 xul.dll+0x9ff69c xul.dll+0x9ff65e firefox.exe+0x1be6 firefox.exe+0x6295 ntdll.dll!RtlInitializeExceptionChain+0x63 ntdll.dll!RtlInitializeExceptionChain+0x36

My company uses Citrix XenApp 6.5. Sometimes, when a user launches Firefox, nothing happens on the thin client. And the main Firefox process uses around 100% of one server core. I have to kill these processes. We are using Firefox version 56.0.0.6478 32-bit. The thread using the most CPU has a start address of firefox.exe+0x630b. Its stack is below. Firefox is running on Server 2008 R2 Enterprise. This issue seems related to the 56 release because it just started for us in the last week. I do not believe anyone is using Firefox add-ons in Citrix. The command in our application shortcut is below. I cannot replicate the issue. This seems to affect about one in ten instances. Once the issue starts happening for a person, it seems to consistently occur for them. For one person having this issue, renaming their cache folder helped: %localappdata%\Mozilla I have not tried this remedy in every case. "C:\Program Files (x86)\Mozilla Firefox\firefox.exe" http://www.paycomonline.com ntoskrnl.exe!memset+0x61a ntoskrnl.exe!KeWaitForMultipleObjects+0xd52 ntoskrnl.exe!KeWaitForSingleObject+0x19f ntoskrnl.exe!__misaligned_access+0xbd0 ntoskrnl.exe!__misaligned_access+0x186d ntoskrnl.exe!__misaligned_access+0x1ae7 xul.dll+0x64a6c8 xul.dll+0x6ad770 xul.dll!mozilla_dump_image+0x73fabe xul.dll!workerlz4_decompress+0x21ef55 xul.dll+0x8a9962 xul.dll+0x8a9138 xul.dll+0x5210b3 xul.dll+0x51f6e5 xul.dll+0x51e15f xul.dll+0x51df66 xul.dll+0x51de91 xul.dll+0x51dd42 xul.dll+0x51da1e xul.dll+0x50dd93 xul.dll+0x50dbd8 xul.dll+0x50db0e xul.dll+0x50da0b xul.dll+0x5dae54 xul.dll+0x5d9bcf xul.dll+0x416ebb xul.dll+0x416e79 xul.dll+0x8a6128 xul.dll+0x8a5eb7 xul.dll+0x8a5e6c xul.dll+0x8a4e4e xul.dll+0x8ac1b9 xul.dll+0x9ff69c xul.dll+0x9ff65e firefox.exe+0x1be6 firefox.exe+0x6295 ntdll.dll!RtlInitializeExceptionChain+0x63 ntdll.dll!RtlInitializeExceptionChain+0x36

Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/61.0.3163.102 Safari/537.36 Vivaldi/1.93.955.38

More Information

Application Basics
------------------
Name: Firefox
Version: 56.0
Build ID: 20170926190823
Update Channel: release
User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:56.0) Gecko/20100101 Firefox/56.0
OS: Windows_NT 6.1
Multiprocess Windows: 1/1 (Enabled by default)
Web Content Processes: 2/4
Stylo: false (disabled by default)
Google Key: Found
Mozilla Location Service Key: Found
Safe Mode: false
Crash Reports for the Last 3 Days
---------------------------------
All Crash Reports
Firefox Features
----------------
Name: Activity Stream
Version: 0.0.0
ID: activity-stream@mozilla.org
Name: Application Update Service Helper
Version: 2.0
ID: aushelper@mozilla.org
Name: Click-to-Play staged rollout
Version: 1.4
ID: clicktoplay-rollout@mozilla.org
Name: Firefox Screenshots
Version: 10.12.0
ID: screenshots@mozilla.org
Name: Follow-on Search Telemetry
Version: 0.9.3
ID: followonsearch@mozilla.com
Name: Form Autofill
Version: 1.0
ID: formautofill@mozilla.org
Name: Multi-process staged rollout
Version: 3.00
ID: e10srollout@mozilla.org
Name: Photon onboarding
Version: 0.1
ID: onboarding@mozilla.org
Name: Pocket
Version: 1.0.5
ID: firefox@getpocket.com
Name: Shield Recipe Client
Version: 65
ID: shield-recipe-client@mozilla.org
Name: Web Compat
Version: 1.1
ID: webcompat@mozilla.org
Extensions
----------
Graphics
--------
Features
Compositing: Basic
Asynchronous Pan/Zoom: wheel input enabled; scrollbar drag enabled
WebGL 1 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 0000000000000000) EGL_VERSION: 1.4 (ANGLE 2.1.0.dec065540d5f) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses
WebGL 1 Driver Renderer: Google Inc. -- ANGLE (Software Adapter Direct3D11 vs_5_0 ps_5_0)
WebGL 1 Driver Version: OpenGL ES 2.0 (ANGLE 2.1.0.dec065540d5f)
WebGL 1 Driver Extensions: GL_ANGLE_depth_texture GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_pack_reverse_row_order GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object
WebGL 1 Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_frag_depth EXT_shader_texture_lod EXT_texture_filter_anisotropic EXT_disjoint_timer_query MOZ_debug OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context MOZ_WEBGL_lose_context MOZ_WEBGL_compressed_texture_s3tc MOZ_WEBGL_depth_texture
WebGL 2 Driver WSI Info: -
WebGL 2 Driver Renderer: WebGL creation failed: * Refused to create WebGL2 context because of blacklist entry: FEATURE_FAILURE_UNKNOWN_DEVICE_VENDOR
WebGL 2 Driver Version: -
WebGL 2 Driver Extensions: -
WebGL 2 Extensions: -
Direct2D: Blocked for your graphics card because of unresolved driver issues.
DirectWrite: true (6.2.9200.22164)
GPU #1
Active: Yes
Description: VMware SVGA 3D
Vendor ID: 0x15ad
Device ID: 0x0405
Driver Version: 8.15.1.50
Driver Date: 12-13-2016
Drivers: vm3dum64 vm3dum64_10 vm3dum vm3dum_10
Subsys ID: 040515ad
RAM: 8
Diagnostics
AzureCanvasAccelerated: 0
AzureCanvasBackend (UI Process): skia
AzureContentBackend (UI Process): skia
AzureFallbackCanvasBackend (UI Process): cairo
GPUProcessPid: 13444
Decision Log
D3D11_COMPOSITING:
Blocklisted; failure code BLOCKLIST_FEATURE_FAILURE_UNKNOWN_DEVICE_VENDOR
DIRECT2D:
unavailable by default: Direct2D requires Direct3D 11 compositing
D3D11_HW_ANGLE:
unavailable by default: D3D11 compositing is disabled
disabled by env: D3D11 compositing is disabled
WEBRENDER:
opt-in by default: WebRender is an opt-in feature
unavailable by runtime: ANGLE is disabled
Media
-----
Audio Backend: unknown
Max Channels: 0
Preferred Channel Layout: unknown
Preferred Sample Rate: 44100
Output Devices
Name: Group
Input Devices
Name: Group
Important Modified Preferences
------------------------------
browser.cache.disk.capacity: 358400
browser.cache.disk.filesystem_reported: 1
browser.cache.disk.smart_size.first_run: false
browser.cache.frecency_experiment: 1
browser.places.smartBookmarksVersion: 8
browser.sessionstore.upgradeBackup.latestBuildID: 20170926190823
browser.startup.homepage_override.buildID: 20170926190823
browser.startup.homepage_override.mstone: 56.0
browser.tabs.remote.autostart.2: true
browser.urlbar.lastSuggestionsPromptDate: 20171007
browser.urlbar.timesBeforeHidingSuggestionsHint: 0
dom.ipc.processCount.web: 4
extensions.lastAppVersion: 56.0
layers.mlgpu.sanity-test-failed: false
media.gmp-gmpopenh264.abi: x86-msvc-x64
media.gmp-gmpopenh264.lastUpdate: 1507395580
media.gmp-gmpopenh264.version: 1.6
media.gmp-manager.buildID: 20170926190823
media.gmp-manager.lastCheck: 1507395578
media.gmp-widevinecdm.abi: x86-msvc-x64
media.gmp-widevinecdm.lastUpdate: 1507395582
media.gmp-widevinecdm.version: 1.4.8.1008
media.gmp.storage.version.observed: 1
media.hardware-video-decoding.failed: false
network.cookie.prefsMigrated: true
network.predictor.cleaned-up: true
places.history.expiration.transient_current_max_pages: 104858
plugin.disable_full_page_plugin_for_types: application/pdf
plugins.ctprollout.cohort: test
plugins.ctprollout.cohortSample: 0.211938
security.sandbox.content.tempDirSuffix: {4c14fe71-bd26-4b9e-8669-7f4e6c196e02}
Important Locked Preferences
----------------------------
Places Database
---------------
JavaScript
----------
Incremental GC: true
Accessibility
-------------
Activated: false
Prevent Accessibility: 0
Accessible Handler Used: true
Library Versions
----------------
NSPR
Expected minimum version: 4.16
Version in use: 4.16
NSS
Expected minimum version: 3.32.1
Version in use: 3.32.1
NSSSMIME
Expected minimum version: 3.32.1
Version in use: 3.32.1
NSSSSL
Expected minimum version: 3.32.1
Version in use: 3.32.1
NSSUTIL
Expected minimum version: 3.32.1
Version in use: 3.32.1
Experimental Features
---------------------
Sandbox
-------
Content Process Sandbox Level: 3
Effective Content Process Sandbox Level: 3

FredMcD
  • Top 10 Contributor
4254 solutions 59575 answers

Helpful Reply

[https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode 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? https://support.mozilla.org/kb/Firefox+is+already+running+but+is+not+responding https://support.mozilla.org/en-US/kb/firefox-slow-how-make-it-faster https://support.mozilla.org/en-US/kb/firefox-uses-too-many-cpu-resources-how-fix https://support.mozilla.org/en-US/kb/firefox-uses-too-much-memory-ram https://support.mozilla.org/en-US/kb/firefox-hangs-or-not-responding

Question owner

I manually updated my servers to x86 Build ID 20171002220106. And I added -safe-mode to my command. I will let my users try that and see what happens.

I manually updated my servers to x86 Build ID 20171002220106. And I added -safe-mode to my command. I will let my users try that and see what happens.
Shadow110 1072 solutions 14836 answers

I have noticed in the report that came several entries about your Video Card and blocking drivers. You may wish to evaluate if these should still be blocked and if the need updating. Yes can effect Firefox performance.

Also please see if can check under Help --> About and see if Firefox updates to version 56.0.1 which is released. This update also changes your 32bit to 64bit if available.

You may want to check that Firefox is set to using Multi-processors and enable them if not. you can check this by launching Firefox, then enter in "about:support" in the address bar; near the bottom, you should see a heading that says: "Multiprocess Windows", then look at the value next to it. If it says "0/1", then that means it's disabled.

To enable multi-processor, go to "about:config" in the address bar, then right click over any one of the headings below, then select New -> Boolean, then enter in "browser.tabs.remote.force-enable", and press enter. On the proceeding window, click on the "True" value, and click OK. Next, close Firefox and go to "about:support" in the address bar to see if "Multiprocess Windows" is enabled - it should be.

Next, close Firefox and reload it.

Fyi: Firefox Quantum 57 releases Nov.14th You may want to deploy a beta release for testing purposes now. https://www.mozilla.org/en-US/firefox/quantum/

info review

https://www.theregister.co.uk/2017/09/26/mozillas_new_firefox_quantum/

Or you can move everything to the Extended Release https://www.mozilla.org/en-US/firefox/organizations/

Please let us know if this solved your issue or if need further assistance.

I have noticed in the report that came several entries about your Video Card and blocking drivers. You may wish to evaluate if these should still be blocked and if the need updating. Yes can effect Firefox performance. Also please see if can check under Help --> About and see if Firefox updates to version 56.0.1 which is released. This update also changes your 32bit to 64bit if available. You may want to check that Firefox is set to using Multi-processors and enable them if not. you can check this by launching Firefox, then enter in "about:support" in the address bar; near the bottom, you should see a heading that says: "Multiprocess Windows", then look at the value next to it. If it says "0/1", then that means it's disabled. To enable multi-processor, go to "about:config" in the address bar, then right click over any one of the headings below, then select New -> Boolean, then enter in "browser.tabs.remote.force-enable", and press enter. On the proceeding window, click on the "True" value, and click OK. Next, close Firefox and go to "about:support" in the address bar to see if "Multiprocess Windows" is enabled - it should be. Next, close Firefox and reload it. Fyi: Firefox Quantum 57 releases Nov.14th You may want to deploy a beta release for testing purposes now. https://www.mozilla.org/en-US/firefox/quantum/ info review https://www.theregister.co.uk/2017/09/26/mozillas_new_firefox_quantum/ Or you can move everything to the Extended Release https://www.mozilla.org/en-US/firefox/organizations/ Please let us know if this solved your issue or if need further assistance.

Question owner

It sounds like those drivers should be blocked because I am using an unaccelerated server OS.

This week I have been using x86 56.0.1. And I have been launching with the -safe-mode switch. Since that is two variables, I will try removing -safe-mode next week to see what happens.

While remoting into the first server, I see that Electrolysis is enabled.

I prefer to find the issue with the stable branch. But I will consider switching to the extended support release.

I will report my results after 10/23.

It sounds like those drivers should be blocked because I am using an unaccelerated server OS. This week I have been using x86 56.0.1. And I have been launching with the -safe-mode switch. Since that is two variables, I will try removing -safe-mode next week to see what happens. While remoting into the first server, I see that Electrolysis is enabled. I prefer to find the issue with the stable branch. But I will consider switching to the extended support release. I will report my results after 10/23.

Question owner

I did not see the problem while I was using the -safe-mode switch.

Here is the start address

firefox.exe+0x62bb

and thread stack for x86 version 56.0.1.6484 (20171002220106). Those first six functions keep popping up.

ntoskrnl.exe!memset+0x61a ntoskrnl.exe!KeWaitForMultipleObjects+0xd52 ntoskrnl.exe!KeWaitForSingleObject+0x19f ntoskrnl.exe!__misaligned_access+0xbd0 ntoskrnl.exe!__misaligned_access+0x186d ntoskrnl.exe!__misaligned_access+0x1ae7 xul.dll+0x54b860 xul.dll+0x58e981 xul.dll!mozilla_dump_image+0x741ccb xul.dll!workerlz4_decompress+0x157b52 xul.dll+0x676ca4 xul.dll+0x54faae xul.dll+0x5e653d xul.dll+0x6204bf xul.dll+0x568b0c xul.dll+0x6d1e5c xul.dll+0x4bb1ee xul.dll+0x7cec07 xul.dll+0x7cebc5 xul.dll+0x79b19a xul.dll+0x79af29 xul.dll+0x79aede xul.dll+0x7fc709 xul.dll+0x8d8d8f xul.dll+0x8d738f xul.dll+0x8d7351 firefox.exe+0x1be6 firefox.exe+0x6245 ntdll.dll!RtlInitializeExceptionChain+0x63 ntdll.dll!TpAllocTimer+0x9e9

I did not see the problem while I was using the -safe-mode switch. Here is the start address firefox.exe+0x62bb and thread stack for x86 version 56.0.1.6484 (20171002220106). Those first six functions keep popping up. ntoskrnl.exe!memset+0x61a ntoskrnl.exe!KeWaitForMultipleObjects+0xd52 ntoskrnl.exe!KeWaitForSingleObject+0x19f ntoskrnl.exe!__misaligned_access+0xbd0 ntoskrnl.exe!__misaligned_access+0x186d ntoskrnl.exe!__misaligned_access+0x1ae7 xul.dll+0x54b860 xul.dll+0x58e981 xul.dll!mozilla_dump_image+0x741ccb xul.dll!workerlz4_decompress+0x157b52 xul.dll+0x676ca4 xul.dll+0x54faae xul.dll+0x5e653d xul.dll+0x6204bf xul.dll+0x568b0c xul.dll+0x6d1e5c xul.dll+0x4bb1ee xul.dll+0x7cec07 xul.dll+0x7cebc5 xul.dll+0x79b19a xul.dll+0x79af29 xul.dll+0x79aede xul.dll+0x7fc709 xul.dll+0x8d8d8f xul.dll+0x8d738f xul.dll+0x8d7351 firefox.exe+0x1be6 firefox.exe+0x6245 ntdll.dll!RtlInitializeExceptionChain+0x63 ntdll.dll!TpAllocTimer+0x9e9
FredMcD
  • Top 10 Contributor
4254 solutions 59575 answers

https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode

Safe Mode is a troubleshooting mode that temporarily turns off hardware acceleration, resets some settings, and disables add-ons (extensions and themes). If the problem goes away, that tells us one thing. If it does not, that tells us something else.


Try disabling graphics hardware acceleration in Firefox. Since this feature was added to Firefox it has gradually improved but there are still a few glitches.

You will need to restart Firefox for this to take effect so save all work first (e.g., mail you are composing, online documents you're editing, etc.,) and then perform these steps:

In Firefox 54 and below:

  1. Click the menu button New Fx Menu and select Options (Windows) or Preferences (Mac, Linux).
  2. Select the Advanced panel and the General tab.
  3. Uncheck Use hardware acceleration when available.
  4. Close Firefox completely and then restart Firefox to see if the problem persists.

In Firefox 55 and above:

  1. Click the menu button New Fx Menu and select Options (Windows) or Preferences (Mac, Linux).
  2. Select the General panel.
  3. Under Performance, uncheck Use recommended performance settings. Additional settings will be displayed.
    Fx55Performance-disableHWA
  4. Uncheck Use hardware acceleration when available.
  5. Close Firefox completely and then restart Firefox to see if the problem persists.

Did this fix your problems? Please report back to us!

If the problem is resolved, you should check for updates for your graphics driver by following the steps mentioned in these Knowledge base articles:

Thank you.

https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Safe Mode is a troubleshooting mode that temporarily turns off hardware acceleration, resets some settings, and disables add-ons (extensions and themes). If the problem goes away, that tells us one thing. If it does not, that tells us something else. ----------------- Try disabling graphics hardware acceleration in Firefox. Since this feature was added to Firefox it has gradually improved but there are still a few glitches. You will need to restart Firefox for this to take effect so save all work first (e.g., mail you are composing, online documents you're editing, etc.,) and then perform these steps: '''In Firefox 54 and below:''' # Click the menu button [[Image:New Fx Menu]] and select ''Options'' (Windows) or ''Preferences'' (Mac, Linux). # Select the ''Advanced'' panel and the ''General'' tab. # Uncheck '''Use hardware acceleration when available'''. # Close Firefox completely and then restart Firefox to see if the problem persists. '''In Firefox 55 and above''': # Click the menu button [[Image:New Fx Menu]] and select ''Options'' (Windows) or ''Preferences'' (Mac, Linux). # Select the ''General'' panel. # Under '''Performance''', uncheck ''Use recommended performance settings''. Additional settings will be displayed. #;[[Image:Fx55Performance-disableHWA|width=500]] # Uncheck '''Use hardware acceleration when available'''. # Close Firefox completely and then restart Firefox to see if the problem persists. Did this fix your problems? Please report back to us! If the problem is resolved, you should check for updates for your graphics driver by following the steps mentioned in these Knowledge base articles: * [[Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems#w_turn-off-hardware-acceleration]] * [[Upgrade your graphics drivers to use hardware acceleration and WebGL]] Thank you.
FredMcD
  • Top 10 Contributor
4254 solutions 59575 answers

If there is still a problem, It could be the work of one of your add-ons. Type about:addons<enter> in the address bar to open your Add-ons Manager. Hot key; <Control> (Mac=<Command>) <Shift> A)

In the Add-ons Manager, on the left, select Extensions. Disable a few add-ons, then Restart Firefox.

Some added toolbar and anti-virus add-ons are known to cause Firefox issues. Disable All Of them.

If the problem continues, disable some more (restarting FF). Continue until the problem is gone. After, you know what group is causing the issue. Re-enable the last group ONE AT A TIME (restarting FF) until the problem returns.

Once you think you found the problem, disable that and re-enable all the others, then restart again. Let us know who the suspect is, detective.

If there is still a problem, It could be the work of one of your add-ons. Type '''about:addons'''<enter> in the address bar to open your Add-ons Manager. Hot key; '''<Control> ''(Mac=<Command>)'' <Shift> A) ''' In the Add-ons Manager, on the left, select '''Extensions. ''' Disable a few add-ons, then '''Restart Firefox. ''' Some added toolbar and anti-virus add-ons are known to cause Firefox issues. '''Disable All Of them. ''' If the problem continues, disable some more (restarting FF). Continue until the problem is gone. After, you know what group is causing the issue. Re-enable the last group '''ONE AT A TIME''' (restarting FF) until the problem returns. Once you think you found the problem, disable that and re-enable all the others, then restart again. Let us know who the suspect is, detective.

Question owner

I won't individually edit users' preferences. So I added these files to the Firefox program directory on each server to disable hardware acceleration for everyone.

File Name C:\Program Files (x86)\Mozilla Firefox\defaults\pref\local-settings.js

Contents pref("general.config.obscure_value", 0); pref("general.config.filename", "mozilla.cfg");

File Name C:\Program Files (x86)\Mozilla Firefox\mozilla.cfg

Contents // lockPref("browser.preferences.defaultPerformanceSettings.enabled", false); lockPref("layers.acceleration.disabled", true);

I will try to get the servers restarted. Or, I'll check a user's preferences if they are having a problem.

I will look into extensions next week.

Mike

I won't individually edit users' preferences. So I added these files to the Firefox program directory on each server to disable hardware acceleration for everyone. File Name C:\Program Files (x86)\Mozilla Firefox\defaults\pref\local-settings.js Contents pref("general.config.obscure_value", 0); pref("general.config.filename", "mozilla.cfg"); File Name C:\Program Files (x86)\Mozilla Firefox\mozilla.cfg Contents // lockPref("browser.preferences.defaultPerformanceSettings.enabled", false); lockPref("layers.acceleration.disabled", true); I will try to get the servers restarted. Or, I'll check a user's preferences if they are having a problem. I will look into extensions next week. Mike

Modified by aezffo

cor-el
  • Top 10 Contributor
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17517 solutions 158406 answers

Is there any external cleanup software used on affected computers or security software that might be interfering?

Is there any external cleanup software used on affected computers or security software that might be interfering?

Question owner

Symantec 14.0.2332.100

Symantec 14.0.2332.100

Question owner

I have not had a problem with hardware acceleration turned off.

I will try updating the video driver overnight. https://my.vmware.com/web/vmware/details?downloadGroup=VMTOOLS10115&productId=614

I will remove the default preferences and reboot the servers.

I have not had a problem with hardware acceleration turned off. I will try updating the video driver overnight. https://my.vmware.com/web/vmware/details?downloadGroup=VMTOOLS10115&productId=614 I will remove the default preferences and reboot the servers.
Shadow110 1072 solutions 14836 answers

aezffo said

I have not had a problem with hardware acceleration turned off. I will try updating the video driver overnight. https://my.vmware.com/web/vmware/details?downloadGroup=VMTOOLS10115&productId=614 I will remove the default preferences and reboot the servers.

Yes do update your Video Drivers, they cause 1/2 issues . Since almost a year old. Driver Date: 12-13-2016

''aezffo [[#answer-1022649|said]]'' <blockquote> I have not had a problem with hardware acceleration turned off. I will try updating the video driver overnight. https://my.vmware.com/web/vmware/details?downloadGroup=VMTOOLS10115&productId=614 I will remove the default preferences and reboot the servers. </blockquote> Yes do update your Video Drivers, they cause 1/2 issues . Since almost a year old. Driver Date: 12-13-2016

Question owner

I have not had any problems this week. Firefox x86 Version 56.0.2 Build ID 20171024165158 and VMware Tools 10.1.15 seem to be working for me.

The video driver changed for me: Driver Version: 8.15.1.51 Driver Date: 3-16-2017

I will post to the thread next week Friday and make that my last reply if there are no further issues.

I have not had any problems this week. Firefox x86 Version 56.0.2 Build ID 20171024165158 and VMware Tools 10.1.15 seem to be working for me. The video driver changed for me: Driver Version: 8.15.1.51 Driver Date: 3-16-2017 I will post to the thread next week Friday and make that my last reply if there are no further issues.

Question owner

I found an instance of Firefox with a core pegged.

32-bit

Start Address Firefox.exe+0x62db

Stack ntoskrnl.exe!memset+0x61a ntoskrnl.exe!KeWaitForMultipleObjects+0xd52 ntoskrnl.exe!KeWaitForSingleObject+0x19f ntoskrnl.exe!__misaligned_access+0xbd0 ntoskrnl.exe!__misaligned_access+0x186d ntoskrnl.exe!__misaligned_access+0x1ae7 xul.dll+0x543e68 xul.dll+0x41b045 xul.dll!mozilla_dump_image+0x736e57 xul.dll!workerlz4_decompress+0x21d1b5 xul.dll+0x8a3e35 xul.dll+0x8a3cc9 xul.dll+0x79f72c xul.dll+0x6d2b22 xul.dll+0x6d3443 xul.dll+0x6d324a xul.dll+0x6d3175 xul.dll+0x6d3026 xul.dll+0x6d2d02 xul.dll+0x588388 xul.dll+0x5881cd xul.dll+0x588103 xul.dll+0x588000 xul.dll+0x51e0b0 xul.dll+0x51dd09 xul.dll+0x680c93 xul.dll+0x680c51 xul.dll+0x595d5c xul.dll+0x595aeb xul.dll+0x595aa0 xul.dll+0x595822 xul.dll+0x9429b8 xul.dll+0x9fe2ed xul.dll+0x9fe2af firefox.exe+0x1be6 firefox.exe+0x6265 ntdll.dll!RtlInitializeExceptionChain+0x63 ntdll.dll!TpAllocTimer+0x9e9

Application Basics


Name: Firefox Version: 56.0.2 Build ID: 20171024165158 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:56.0) Gecko/20100101 Firefox/56.0 OS: Windows_NT 6.1 Multiprocess Windows: 1/1 (Enabled by default) Web Content Processes: 2/1 Stylo: false (disabled by default) Google Key: Found Mozilla Location Service Key: Found Safe Mode: false

Crash Reports for the Last 3 Days


All Crash Reports

Firefox Features


Name: Activity Stream Version: 0.0.0 ID: activity-stream@mozilla.org

Name: Application Update Service Helper Version: 2.0 ID: aushelper@mozilla.org

Name: Click-to-Play staged rollout Version: 1.4 ID: clicktoplay-rollout@mozilla.org

Name: Firefox Screenshots Version: 10.12.0 ID: screenshots@mozilla.org

Name: Follow-on Search Telemetry Version: 0.9.3 ID: followonsearch@mozilla.com

Name: Form Autofill Version: 1.0 ID: formautofill@mozilla.org

Name: Multi-process staged rollout Version: 3.00 ID: e10srollout@mozilla.org

Name: Photon onboarding Version: 0.1 ID: onboarding@mozilla.org

Name: Pocket Version: 1.0.5 ID: firefox@getpocket.com

Name: Shield Recipe Client Version: 65.1 ID: shield-recipe-client@mozilla.org

Name: Web Compat Version: 1.1 ID: webcompat@mozilla.org

Extensions


Name: Safe Browsing Version 4 (temporary add-on) Version: 1.0.0 Enabled: true ID: sbv4-gradual-rollout@mozilla.com

Graphics


Features Compositing: Basic Asynchronous Pan/Zoom: wheel input enabled; scrollbar drag enabled WebGL 1 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 0000000000000000) EGL_VERSION: 1.4 (ANGLE 2.1.0.dec065540d5f) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses WebGL 1 Driver Renderer: Google Inc. -- ANGLE (Software Adapter Direct3D11 vs_5_0 ps_5_0) WebGL 1 Driver Version: OpenGL ES 2.0 (ANGLE 2.1.0.dec065540d5f) WebGL 1 Driver Extensions: GL_ANGLE_depth_texture GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_pack_reverse_row_order GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object WebGL 1 Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_frag_depth EXT_shader_texture_lod EXT_texture_filter_anisotropic EXT_disjoint_timer_query MOZ_debug OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context MOZ_WEBGL_lose_context MOZ_WEBGL_compressed_texture_s3tc MOZ_WEBGL_depth_texture WebGL 2 Driver WSI Info: - WebGL 2 Driver Renderer: WebGL creation failed: * Refused to create WebGL2 context because of blacklist entry: FEATURE_FAILURE_UNKNOWN_DEVICE_VENDOR WebGL 2 Driver Version: - WebGL 2 Driver Extensions: - WebGL 2 Extensions: - Direct2D: Blocked for your graphics card because of unresolved driver issues. DirectWrite: true (6.2.9200.22164) GPU #1 Active: Yes Description: VMware SVGA 3D Vendor ID: 0x15ad Device ID: 0x0405 Driver Version: 8.15.1.51 Driver Date: 3-16-2017 Drivers: vm3dum64 vm3dum64_10 vm3dum vm3dum_10 Subsys ID: 040515ad RAM: 8

Diagnostics AzureCanvasAccelerated: 0 AzureCanvasBackend (UI Process): skia AzureContentBackend (UI Process): skia AzureFallbackCanvasBackend (UI Process): cairo GPUProcessPid: 7124 Decision Log D3D11_COMPOSITING: Blocklisted; failure code BLOCKLIST_FEATURE_FAILURE_UNKNOWN_DEVICE_VENDOR DIRECT2D: unavailable by default: Direct2D requires Direct3D 11 compositing D3D11_HW_ANGLE: unavailable by default: D3D11 compositing is disabled disabled by env: D3D11 compositing is disabled WEBRENDER: opt-in by default: WebRender is an opt-in feature unavailable by runtime: ANGLE is disabled



Media


Audio Backend: unknown Max Channels: 0 Preferred Channel Layout: unknown Preferred Sample Rate: 44100 Output Devices Name: Group Input Devices Name: Group

Important Modified Preferences


accessibility.typeaheadfind.flashBar: 0 browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.frecency_experiment: 1 browser.places.smartBookmarksVersion: 8 browser.sessionstore.upgradeBackup.latestBuildID: 20171024165158 browser.startup.homepage_override.buildID: 20171024165158 browser.startup.homepage_override.mstone: 56.0.2 browser.tabs.remote.autostart.2: true browser.urlbar.lastSuggestionsPromptDate: 20171007 browser.urlbar.timesBeforeHidingSuggestionsHint: 0 extensions.lastAppVersion: 56.0.2 font.internaluseonly.changed: true layers.mlgpu.sanity-test-failed: false media.gmp-gmpopenh264.abi: x86-msvc-x64 media.gmp-gmpopenh264.lastUpdate: 1510344560 media.gmp-gmpopenh264.version: 1.7.1 media.gmp-manager.buildID: 20171024165158 media.gmp-manager.lastCheck: 1510344559 media.gmp-widevinecdm.abi: x86-msvc-x64 media.gmp-widevinecdm.lastUpdate: 1507837214 media.gmp-widevinecdm.version: 1.4.8.1008 media.gmp.storage.version.observed: 1 media.hardware-video-decoding.failed: false network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.database.lastMaintenance: 1510344959 places.history.expiration.transient_current_max_pages: 104858 plugin.disable_full_page_plugin_for_types: application/pdf plugins.ctprollout.cohort: test plugins.ctprollout.cohortSample: 0.211938 security.sandbox.content.tempDirSuffix: {4c14fe71-bd26-4b9e-8669-7f4e6c196e02} storage.vacuum.last.index: 0 storage.vacuum.last.places.sqlite: 1510344959

Important Locked Preferences


Places Database


JavaScript


Incremental GC: true

Accessibility


Activated: false Prevent Accessibility: 0 Accessible Handler Used: true

Library Versions


NSPR Expected minimum version: 4.16 Version in use: 4.16

NSS Expected minimum version: 3.32.1 Version in use: 3.32.1

NSSSMIME Expected minimum version: 3.32.1 Version in use: 3.32.1

NSSSSL Expected minimum version: 3.32.1 Version in use: 3.32.1

NSSUTIL Expected minimum version: 3.32.1 Version in use: 3.32.1

Experimental Features


Sandbox


Content Process Sandbox Level: 3 Effective Content Process Sandbox Level: 3

I found an instance of Firefox with a core pegged. 32-bit Start Address Firefox.exe+0x62db Stack ntoskrnl.exe!memset+0x61a ntoskrnl.exe!KeWaitForMultipleObjects+0xd52 ntoskrnl.exe!KeWaitForSingleObject+0x19f ntoskrnl.exe!__misaligned_access+0xbd0 ntoskrnl.exe!__misaligned_access+0x186d ntoskrnl.exe!__misaligned_access+0x1ae7 xul.dll+0x543e68 xul.dll+0x41b045 xul.dll!mozilla_dump_image+0x736e57 xul.dll!workerlz4_decompress+0x21d1b5 xul.dll+0x8a3e35 xul.dll+0x8a3cc9 xul.dll+0x79f72c xul.dll+0x6d2b22 xul.dll+0x6d3443 xul.dll+0x6d324a xul.dll+0x6d3175 xul.dll+0x6d3026 xul.dll+0x6d2d02 xul.dll+0x588388 xul.dll+0x5881cd xul.dll+0x588103 xul.dll+0x588000 xul.dll+0x51e0b0 xul.dll+0x51dd09 xul.dll+0x680c93 xul.dll+0x680c51 xul.dll+0x595d5c xul.dll+0x595aeb xul.dll+0x595aa0 xul.dll+0x595822 xul.dll+0x9429b8 xul.dll+0x9fe2ed xul.dll+0x9fe2af firefox.exe+0x1be6 firefox.exe+0x6265 ntdll.dll!RtlInitializeExceptionChain+0x63 ntdll.dll!TpAllocTimer+0x9e9 Application Basics ------------------ Name: Firefox Version: 56.0.2 Build ID: 20171024165158 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:56.0) Gecko/20100101 Firefox/56.0 OS: Windows_NT 6.1 Multiprocess Windows: 1/1 (Enabled by default) Web Content Processes: 2/1 Stylo: false (disabled by default) Google Key: Found Mozilla Location Service Key: Found Safe Mode: false Crash Reports for the Last 3 Days --------------------------------- All Crash Reports Firefox Features ---------------- Name: Activity Stream Version: 0.0.0 ID: activity-stream@mozilla.org Name: Application Update Service Helper Version: 2.0 ID: aushelper@mozilla.org Name: Click-to-Play staged rollout Version: 1.4 ID: clicktoplay-rollout@mozilla.org Name: Firefox Screenshots Version: 10.12.0 ID: screenshots@mozilla.org Name: Follow-on Search Telemetry Version: 0.9.3 ID: followonsearch@mozilla.com Name: Form Autofill Version: 1.0 ID: formautofill@mozilla.org Name: Multi-process staged rollout Version: 3.00 ID: e10srollout@mozilla.org Name: Photon onboarding Version: 0.1 ID: onboarding@mozilla.org Name: Pocket Version: 1.0.5 ID: firefox@getpocket.com Name: Shield Recipe Client Version: 65.1 ID: shield-recipe-client@mozilla.org Name: Web Compat Version: 1.1 ID: webcompat@mozilla.org Extensions ---------- Name: Safe Browsing Version 4 (temporary add-on) Version: 1.0.0 Enabled: true ID: sbv4-gradual-rollout@mozilla.com Graphics -------- Features Compositing: Basic Asynchronous Pan/Zoom: wheel input enabled; scrollbar drag enabled WebGL 1 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 0000000000000000) EGL_VERSION: 1.4 (ANGLE 2.1.0.dec065540d5f) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses WebGL 1 Driver Renderer: Google Inc. -- ANGLE (Software Adapter Direct3D11 vs_5_0 ps_5_0) WebGL 1 Driver Version: OpenGL ES 2.0 (ANGLE 2.1.0.dec065540d5f) WebGL 1 Driver Extensions: GL_ANGLE_depth_texture GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_pack_reverse_row_order GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object WebGL 1 Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_frag_depth EXT_shader_texture_lod EXT_texture_filter_anisotropic EXT_disjoint_timer_query MOZ_debug OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context MOZ_WEBGL_lose_context MOZ_WEBGL_compressed_texture_s3tc MOZ_WEBGL_depth_texture WebGL 2 Driver WSI Info: - WebGL 2 Driver Renderer: WebGL creation failed: * Refused to create WebGL2 context because of blacklist entry: FEATURE_FAILURE_UNKNOWN_DEVICE_VENDOR WebGL 2 Driver Version: - WebGL 2 Driver Extensions: - WebGL 2 Extensions: - Direct2D: Blocked for your graphics card because of unresolved driver issues. DirectWrite: true (6.2.9200.22164) GPU #1 Active: Yes Description: VMware SVGA 3D Vendor ID: 0x15ad Device ID: 0x0405 Driver Version: 8.15.1.51 Driver Date: 3-16-2017 Drivers: vm3dum64 vm3dum64_10 vm3dum vm3dum_10 Subsys ID: 040515ad RAM: 8 Diagnostics AzureCanvasAccelerated: 0 AzureCanvasBackend (UI Process): skia AzureContentBackend (UI Process): skia AzureFallbackCanvasBackend (UI Process): cairo GPUProcessPid: 7124 Decision Log D3D11_COMPOSITING: Blocklisted; failure code BLOCKLIST_FEATURE_FAILURE_UNKNOWN_DEVICE_VENDOR DIRECT2D: unavailable by default: Direct2D requires Direct3D 11 compositing D3D11_HW_ANGLE: unavailable by default: D3D11 compositing is disabled disabled by env: D3D11 compositing is disabled WEBRENDER: opt-in by default: WebRender is an opt-in feature unavailable by runtime: ANGLE is disabled Media ----- Audio Backend: unknown Max Channels: 0 Preferred Channel Layout: unknown Preferred Sample Rate: 44100 Output Devices Name: Group Input Devices Name: Group Important Modified Preferences ------------------------------ accessibility.typeaheadfind.flashBar: 0 browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.frecency_experiment: 1 browser.places.smartBookmarksVersion: 8 browser.sessionstore.upgradeBackup.latestBuildID: 20171024165158 browser.startup.homepage_override.buildID: 20171024165158 browser.startup.homepage_override.mstone: 56.0.2 browser.tabs.remote.autostart.2: true browser.urlbar.lastSuggestionsPromptDate: 20171007 browser.urlbar.timesBeforeHidingSuggestionsHint: 0 extensions.lastAppVersion: 56.0.2 font.internaluseonly.changed: true layers.mlgpu.sanity-test-failed: false media.gmp-gmpopenh264.abi: x86-msvc-x64 media.gmp-gmpopenh264.lastUpdate: 1510344560 media.gmp-gmpopenh264.version: 1.7.1 media.gmp-manager.buildID: 20171024165158 media.gmp-manager.lastCheck: 1510344559 media.gmp-widevinecdm.abi: x86-msvc-x64 media.gmp-widevinecdm.lastUpdate: 1507837214 media.gmp-widevinecdm.version: 1.4.8.1008 media.gmp.storage.version.observed: 1 media.hardware-video-decoding.failed: false network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.database.lastMaintenance: 1510344959 places.history.expiration.transient_current_max_pages: 104858 plugin.disable_full_page_plugin_for_types: application/pdf plugins.ctprollout.cohort: test plugins.ctprollout.cohortSample: 0.211938 security.sandbox.content.tempDirSuffix: {4c14fe71-bd26-4b9e-8669-7f4e6c196e02} storage.vacuum.last.index: 0 storage.vacuum.last.places.sqlite: 1510344959 Important Locked Preferences ---------------------------- Places Database --------------- JavaScript ---------- Incremental GC: true Accessibility ------------- Activated: false Prevent Accessibility: 0 Accessible Handler Used: true Library Versions ---------------- NSPR Expected minimum version: 4.16 Version in use: 4.16 NSS Expected minimum version: 3.32.1 Version in use: 3.32.1 NSSSMIME Expected minimum version: 3.32.1 Version in use: 3.32.1 NSSSSL Expected minimum version: 3.32.1 Version in use: 3.32.1 NSSUTIL Expected minimum version: 3.32.1 Version in use: 3.32.1 Experimental Features --------------------- Sandbox ------- Content Process Sandbox Level: 3 Effective Content Process Sandbox Level: 3
Shadow110 1072 solutions 14836 answers

aezffo said

I did not see the problem while I was using the -safe-mode switch. Here is the start address firefox.exe+0x62bb and thread stack for x86 version 56.0.1.6484 (20171002220106). Those first six functions keep popping up. ntoskrnl.exe!memset+0x61a ntoskrnl.exe!KeWaitForMultipleObjects+0xd52 ntoskrnl.exe!KeWaitForSingleObject+0x19f ntoskrnl.exe!__misaligned_access+0xbd0 ntoskrnl.exe!__misaligned_access+0x186d ntoskrnl.exe!__misaligned_access+0x1ae7 xul.dll+0x54b860 xul.dll+0x58e981 xul.dll!mozilla_dump_image+0x741ccb xul.dll!workerlz4_decompress+0x157b52 xul.dll+0x676ca4 xul.dll+0x54faae xul.dll+0x5e653d xul.dll+0x6204bf xul.dll+0x568b0c xul.dll+0x6d1e5c xul.dll+0x4bb1ee xul.dll+0x7cec07 xul.dll+0x7cebc5 xul.dll+0x79b19a xul.dll+0x79af29 xul.dll+0x79aede xul.dll+0x7fc709 xul.dll+0x8d8d8f xul.dll+0x8d738f xul.dll+0x8d7351 firefox.exe+0x1be6 firefox.exe+0x6245 ntdll.dll!RtlInitializeExceptionChain+0x63 ntdll.dll!TpAllocTimer+0x9e9

When you state these 6, you possibly are correct and those are Microsoft calls followed by Firefox. Have you tried to figure out this as a OS issue rather than Firefox issue. Firefox may be the symptom of the Microsoft bad calls.

''aezffo [[#answer-1020227|said]]'' <blockquote> I did not see the problem while I was using the -safe-mode switch. Here is the start address firefox.exe+0x62bb and thread stack for x86 version 56.0.1.6484 (20171002220106). Those first six functions keep popping up. ntoskrnl.exe!memset+0x61a ntoskrnl.exe!KeWaitForMultipleObjects+0xd52 ntoskrnl.exe!KeWaitForSingleObject+0x19f ntoskrnl.exe!__misaligned_access+0xbd0 ntoskrnl.exe!__misaligned_access+0x186d ntoskrnl.exe!__misaligned_access+0x1ae7 xul.dll+0x54b860 xul.dll+0x58e981 xul.dll!mozilla_dump_image+0x741ccb xul.dll!workerlz4_decompress+0x157b52 xul.dll+0x676ca4 xul.dll+0x54faae xul.dll+0x5e653d xul.dll+0x6204bf xul.dll+0x568b0c xul.dll+0x6d1e5c xul.dll+0x4bb1ee xul.dll+0x7cec07 xul.dll+0x7cebc5 xul.dll+0x79b19a xul.dll+0x79af29 xul.dll+0x79aede xul.dll+0x7fc709 xul.dll+0x8d8d8f xul.dll+0x8d738f xul.dll+0x8d7351 firefox.exe+0x1be6 firefox.exe+0x6245 ntdll.dll!RtlInitializeExceptionChain+0x63 ntdll.dll!TpAllocTimer+0x9e9 </blockquote> When you state these 6, you possibly are correct and those are Microsoft calls followed by Firefox. Have you tried to figure out this as a OS issue rather than Firefox issue. Firefox may be the symptom of the Microsoft bad calls.

Question owner

I have not looked into those functions. I am having a problem with my TechNet logon at the moment. I will try starting a forum thread on Monday. I don't expect to get permission from my manager for a support call.

I have not looked into those functions. I am having a problem with my TechNet logon at the moment. I will try starting a forum thread on Monday. I don't expect to get permission from my manager for a support call.

Question owner

I asked about the functions a moment ago. https://social.technet.microsoft.com/Forums/en-US/5eee0421-9a90-4c8f-9de4-4d5ac7947f22/high-cpu-thread-ntoskrnlexememset0x61a?forum=winservergen
Shadow110 1072 solutions 14836 answers

Still think it is Video Card Drivers as the issue.

WebGL 2 Driver Renderer: WebGL creation failed: * Refused to create WebGL2 context because of blacklist entry: FEATURE_FAILURE_UNKNOWN_DEVICE_VENDOR WebGL 2 Driver Version: - WebGL 2 Driver Extensions: - WebGL 2 Extensions: - Direct2D: Blocked for your graphics card because of unresolved driver issues. DirectWrite: true (6.2.9200.22164)

Can you send the crash report next time please as a bp- URL as shown in this https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support so it can be opened on this end as a URL.

Crash report looks different when you do and it also puts some thins into context better that the copy/paste you are doing. Thanks

Still think it is Video Card Drivers as the issue. <blockquote>WebGL 2 Driver Renderer: WebGL creation failed: * Refused to create WebGL2 context because of blacklist entry: FEATURE_FAILURE_UNKNOWN_DEVICE_VENDOR WebGL 2 Driver Version: - WebGL 2 Driver Extensions: - WebGL 2 Extensions: - Direct2D: Blocked for your graphics card because of unresolved driver issues. DirectWrite: true (6.2.9200.22164)</blockquote> Can you send the crash report next time please as a bp- URL as shown in this https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support so it can be opened on this end as a URL. Crash report looks different when you do and it also puts some thins into context better that the copy/paste you are doing. Thanks

Question owner

I am not seeing my issue anymore. There is no resolution other than what I wrote in this thread and upgrading to Firefox 57 (x86). I am not seeing the issue with Internet Explorer or Optix either. I made no changes to those applications.

I do not think it is the video driver. There is no newer driver available to me. And I would expect some errors to occur in remote desktop sessions. We do not use hardware acceleration.

Firefox is not crashing.

I am not seeing my issue anymore. There is no resolution other than what I wrote in this thread and upgrading to Firefox 57 (x86). I am not seeing the issue with Internet Explorer or Optix either. I made no changes to those applications. I do not think it is the video driver. There is no newer driver available to me. And I would expect some errors to occur in remote desktop sessions. We do not use hardware acceleration. Firefox is not crashing.
Beerbaron23 15 solutions 162 answers

Looks like a bunch of XUL extention errors, Firefox doesn't support XUL anymore, you have to revert to 52ESR if you want to keep using XUL extentions.

Looks like a bunch of XUL extention errors, Firefox doesn't support XUL anymore, you have to revert to 52ESR if you want to keep using XUL extentions.