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57.0.1 update clash with anti-virus

  • 8 replies
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  • Last reply by James

contactroberto
contactroberto

I have used FireFox for years among other web browsers and never had any issues. But just recently there was a FireFox update I believe to version 57.0.1 and I find it practically unusable. I first noticed when I would visit the W3C HTML validation site which until now loaded fast and worked fine - but now it crashes. Then I have been helping a web design client who has a paypal donation button. It all works fine in other browsers: chrome, safari, IE, opera but in latest fire fox it again crashes. These are not the only sites that crash when using the latest release of FF.

I have discovered that the browser works much better in 'safe mode'. But I only have one plugin for anti-virus. When it reboots in safe mode with relevant plugin disabled all websites including paypal work OK. I then spotted on the Mozilla forum a report as follows saying there is a clash with GDATA virus protection: https://support.mozilla.org/en-US/kb/firefox-startup-crash-g-data-security-software

And the release notes say this issue still remains unresolved: https://www.mozilla.org/en-US/firefox/57.0.1/releasenotes/

I don't actually use GDATA anti-virus but another big brand. But it seems too much of a coincidence that all works well in safe mode without the anti-virus plugin enabled.

Question is, will Fire Fox release a general fix/update that should stop this clash/issue and when?

I have used FireFox for years among other web browsers and never had any issues. But just recently there was a FireFox update I believe to version 57.0.1 and I find it practically unusable. I first noticed when I would visit the W3C HTML validation site which until now loaded fast and worked fine - but now it crashes. Then I have been helping a web design client who has a paypal donation button. It all works fine in other browsers: chrome, safari, IE, opera but in latest fire fox it again crashes. These are not the only sites that crash when using the latest release of FF. I have discovered that the browser works much better in 'safe mode'. But I only have one plugin for anti-virus. When it reboots in safe mode with relevant plugin disabled all websites including paypal work OK. I then spotted on the Mozilla forum a report as follows saying there is a clash with GDATA virus protection: https://support.mozilla.org/en-US/kb/firefox-startup-crash-g-data-security-software And the release notes say this issue still remains unresolved: https://www.mozilla.org/en-US/firefox/57.0.1/releasenotes/ I don't actually use GDATA anti-virus but another big brand. But it seems too much of a coincidence that all works well in safe mode without the anti-virus plugin enabled. Question is, will Fire Fox release a general fix/update that should stop this clash/issue and when?

Chosen solution

I see the link now. I would gladly mark as a solution...but just to clarify I don't use GDATA but a different quite well know AV brand...

Would the GDATA fix apply to all anti-virus software and if so would the 'fix' be bundled in the next release of FF automatically please?

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All Replies (8)

Mkll
Mkll

File a bug report at https://bugzilla.mozilla.org -- Once there if you have not an account already, you will need to create one. When registered follow the documentation for bug filing to help you get started.

contactroberto
contactroberto Question owner

I have a Mozila forum account which I used to post original question. But the same login will not allow me to log in to bugzilla to post this bug. And when I try to open a bugzilla account it just redirects me to the original mozila forum: https://support.mozilla.org/en-US/ Can you please assist me post the bug? It is quite important I get this resolved for the client.

Mkll
Mkll

Hello, please make an account for bugzilla here: https://bugzilla.mozilla.org/createaccount.cgi

Or try whitelisting Firefox in the anti-virus itself.

contactroberto
contactroberto Question owner

On https://bugzilla.mozilla.org/createaccount.cgi I assume you mean the option that follows: I need help using a Mozilla Product Firefox Support

But this leads to the normal forum sign-up https://support.mozilla.org/en-US/ not bugzilla so I still don't see how you submit the bug.

But thank you so much 'whitelisting' the AV does get fire fox working with paypal!

The release notes for 57.0.1 as follows: https://www.mozilla.org/en-US/firefox/57.0.1/releasenotes/ Do mention the GDATA bug last on page. So as it also seems to be clashing with my own AV surely it must be clashing with millions of users and Mozila need to address this bug? Do I need to still submit such a fundamental bug please?

Thank you again for your help!

Mkll
Mkll

Hi, when this bug is resolved it will fix the crash with G-DATA, since whitelisting worked, please mark that reply as the solution.

If you scroll down on that page I linked, there is an option to create an account near the bottom on the right hand side. Like in this screenshot: http://i.imgur.com/HO20nz8.png

Modified by Mkll

contactroberto
contactroberto Question owner

Chosen Solution

I see the link now. I would gladly mark as a solution...but just to clarify I don't use GDATA but a different quite well know AV brand...

Would the GDATA fix apply to all anti-virus software and if so would the 'fix' be bundled in the next release of FF automatically please?

Mkll
Mkll

No -- it would not, but you can file a bug for your specific antivirus. You can now mark as solution.

James
James
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Firefox 57.0.2 is now out and updates should be allowed as updates to 57.0.1 on Windows were disabled before.

https://www.mozilla.org/firefox/57.0.2/releasenotes/

Block old versions of G Data Endpoint Security for crashing Firefox on start up - Windows only (bug 1421991)