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crash every time i try to open options

  • 6 replies
  • 1 has this problem
  • Last reply by jscher2000

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Latest FF, crashes whenever I try to open "options" either from menu or address bar. No add-ons or extensions installed, not even copied over bookmarks, etc from previous browser. Crash does NOT produce a crash report/log within FF

Problem Signature:

 Problem Event Name:	BEX64
 Application Name:	firefox.exe
 Application Version:
 Application Timestamp:	5a1df3ce
 Fault Module Name:	StackHash_1dc2
 Fault Module Version:
 Fault Module Timestamp:	00000000
 Exception Offset:	0000000000000000
 Exception Code:	c0000005
 Exception Data:	0000000000000008
 OS Version:	6.1.7601.
 Locale ID:	2057
 Additional Information 1:	1dc2
 Additional Information 2:	1dc22fb1de37d348f27e54dbb5278e7d
 Additional Information 3:	eae3
 Additional Information 4:	eae36a4b5ffb27c9d33117f4125a75c2

All Replies (6)

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The Refresh feature (called "Reset" in older Firefox versions) can fix many issues by restoring Firefox to its factory default state while saving your bookmarks, history, passwords, cookies, and other essential information.

Note: When you use this feature, you will lose any extensions, toolbar customizations, and some preferences. See the Refresh Firefox - reset add-ons and settings article for more information.

To Refresh Firefox:

  1. Open the Troubleshooting Information page using one of these methods:
    • Click the menu button New Fx Menu, click help Help-29 and select Troubleshooting Information. A new tab containing your troubleshooting information should open.
    • If you're unable to access the Help menu, type about:support in your address bar to bring up the Troubleshooting Information page.
  2. At the top right corner of the page, you should see a button that says "Refresh Firefox" ("Reset Firefox" in older Firefox versions). Click on it.
  3. Firefox will close. After the refresh process is completed, Firefox will show a window with the information that is imported.
  4. Click Finish and Firefox will reopen.

Did this fix the problem? Please report back to us!

Thank you.

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Hi Cilonen, thank you for the crash info. The part I focus on is:

  Problem Event Name:	BEX64

  Fault Module Name:	StackHash_1dc2

A BEX event usually occurs when Windows detects a suspicious use of another program's memory space. With 64-bit Firefox 56, we saw it with some old Logitech camera software; in other cases, it can be caused by security software or malware.

The problem is, "StackHash_1dc2" is hard to associate with a particular culprit. When I search it, I don't find a specific list of things to check, turn off, or uninstall.

Also, opening the Options page triggers... what? The most unusual feature of the page is that Firefox generates a list of download handlers. This may involve reading files in your currently active profile folder and possibly also checking the Windows registry. Can you think of anything unusual about how you start or run Firefox that might limit its ability to read from the Windows registry?

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MKII - Tried refresh - no difference. I have ensured that any add-ons / pulgins/ etc are disabled

Jscher2000 - Already run a Malwarebytes scan - no issues Don't have an old logitech camera I use ESET AV & Comodo Firewall

I have previously used Comodo IceDragon browser (which is based on Firefox without issues - in fact I still have it installed and have used it to respond.

I run FF by clikcing on its icon - nothing more! As I said in my post - I cannot access "options" to make any changes to "stock" FF

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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?

Start your Computer in safe mode with network support. Then start Firefox. Try Safe websites. Is the problem still there? Starting Any Computer In Safe Mode; Free Online Encyclopedia

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Happens in Safe Mode - first thing I tried.

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Cilonen said

Happens in Safe Mode - first thing I tried.

We understand it happens in Firefox's Safe Mode. Did it make any difference to start up Windows in its Safe Mode? That disables some programs that automatically launch at Windows startup. Make sure to avoid any questionable websites as your security software may have reduced functionality.