X
Tap here to go to the mobile version of the site.

Support Forum

Crashes with black screen

Posted

Every day recently when pressing return key to search screen goes black. then computer says there was a serius error ans white screen appears and re boots. Mac is up to date and firefox is up to date.

Every day recently when pressing return key to search screen goes black. then computer says there was a serius error ans white screen appears and re boots. Mac is up to date and firefox is up to date.

Additional System Details

Application

  • Firefox 57.0.4
  • User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.11; rv:57.0) Gecko/20100101 Firefox/57.0
  • Support URL: https://support.mozilla.org/1/firefox/57.0.4/Darwin/en-US/

Extensions

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription:
  • adapterDeviceID: 0x0046
  • adapterDrivers:
  • adapterRAM:
  • adapterVendorID: 0x8086
  • crashGuards: []
  • driverDate:
  • driverVersion:
  • featureLog: {u'fallbacks': [], u'features': [{u'status': u'blocked', u'description': u'Compositing', u'log': [{u'status': u'available', u'type': u'default'}, {u'status': u'blocked', u'message': u'Acceleration blocked by safe-mode', u'type': u'runtime'}], u'name': u'HW_COMPOSITING'}, {u'status': u'unavailable', u'description': u'OpenGL Compositing', u'log': [{u'status': u'unavailable', u'message': u'Hardware compositing is disabled', u'type': u'default'}], u'name': u'OPENGL_COMPOSITING'}, {u'status': u'unavailable', u'description': u'WebRender', u'log': [{u'status': u'opt-in', u'message': u'WebRender is an opt-in feature', u'type': u'default'}, {u'status': u'unavailable', u'message': u"Build doesn't include WebRender", u'type': u'runtime'}], u'name': u'WEBRENDER'}]}
  • info: {u'TileHeight': 512, u'ApzWheelInput': 1, u'ApzDragInput': 1, u'ApzKeyboardInput': 1, u'ApzAutoscrollInput': 1, u'AzureFallbackCanvasBackend': u'none', u'TileWidth': 512, u'AzureCanvasAccelerated': 0, u'AzureCanvasBackend': u'skia', u'AzureContentBackend': u'skia'}
  • numAcceleratedWindows: 0
  • numAcceleratedWindowsMessage: [u'']
  • numTotalWindows: 1
  • offMainThreadPaintEnabled: False
  • webgl1DriverExtensions: -
  • webgl1Extensions: -
  • webgl1Renderer: WebGL is currently disabled.
  • webgl1Version: -
  • webgl1WSIInfo: -
  • webgl2DriverExtensions: -
  • webgl2Extensions: -
  • webgl2Renderer: WebGL is currently disabled.
  • webgl2Version: -
  • webgl2WSIInfo: -
  • windowLayerManagerRemote: True
  • windowLayerManagerType: Basic
  • windowUsingAdvancedLayers: False

Modified Preferences

Misc

  • User JS: No
  • Accessibility: No
FredMcD
  • Top 10 Contributor
4272 solutions 59922 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 recent 7 - 10 crash reports, and copy them. Now go to the reply box and paste them in.

aboutcrashesFx29

For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support

[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? 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 recent 7 - 10''' crash reports, and copy them. Now go to the reply box and paste them in. ;[[Image:aboutcrashesFx29|width=500]] For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support

Question owner

Hi, I am in safe mode and it has not happened yet ! I have more reports with bp in front Thanks

318D66D4-0533-49CF-BE17-70D808D197C7 06/01/2018 20:26 66B6A003-3E9A-41F2-937E-77566E8D3C18 06/01/2018 20:26 F58A17BD-34B4-4F33-BFD1-EA1868554D34 15/12/2017 19:31 7BDAA495-1142-4E09-9461-A9E880E92254 14/11/2017 15:51 09B67EFB-5C8C-4DED-B6E5-69185CE661A4 27/07/2017 17:54 3EEFF2F2-55FB-4A55-9C14-A5C20CDBD660 19/06/2017 12:18 30EB3B0F-A474-4102-8F2D-321A823F02F7 11/05/2017 14:17 5E659B7A-50B1-43B5-8CD3-E6853CCE9AC7 10/04/2017 16:06 A2189107-5177-408B-87F2-DDFB5B95AE25 10/04/2017 15:54 ABA55030-772D-4922-A77F-D61A61A44F62 01/04/2017 17:29 A81147F0-2178-4E52-93B1-372D90A0D430 31/03/2017

Hi, I am in safe mode and it has not happened yet ! I have more reports with bp in front Thanks 318D66D4-0533-49CF-BE17-70D808D197C7 06/01/2018 20:26 66B6A003-3E9A-41F2-937E-77566E8D3C18 06/01/2018 20:26 F58A17BD-34B4-4F33-BFD1-EA1868554D34 15/12/2017 19:31 7BDAA495-1142-4E09-9461-A9E880E92254 14/11/2017 15:51 09B67EFB-5C8C-4DED-B6E5-69185CE661A4 27/07/2017 17:54 3EEFF2F2-55FB-4A55-9C14-A5C20CDBD660 19/06/2017 12:18 30EB3B0F-A474-4102-8F2D-321A823F02F7 11/05/2017 14:17 5E659B7A-50B1-43B5-8CD3-E6853CCE9AC7 10/04/2017 16:06 A2189107-5177-408B-87F2-DDFB5B95AE25 10/04/2017 15:54 ABA55030-772D-4922-A77F-D61A61A44F62 01/04/2017 17:29 A81147F0-2178-4E52-93B1-372D90A0D430 31/03/2017
jscher2000
  • Top 10 Contributor
8797 solutions 71970 answers

bevitt said

I have more reports with bp in front Thanks
318D66D4-0533-49CF-BE17-70D808D197C7
	06/01/2018	20:26
66B6A003-3E9A-41F2-937E-77566E8D3C18
	06/01/2018	20:26

Those seem to be about 12 days old now. Do you have anything for the latest crashes?

''bevitt [[#answer-1066585|said]]'' <blockquote> I have more reports with bp in front Thanks <br> <pre>318D66D4-0533-49CF-BE17-70D808D197C7 06/01/2018 20:26 66B6A003-3E9A-41F2-937E-77566E8D3C18 06/01/2018 20:26</pre> </blockquote> Those seem to be about 12 days old now. Do you have anything for the latest crashes?

Question owner

Hi, I can not get to my computer for a while. I will send more when I get access to it. Thank you for your Intrest i am very grateful. Regards

Hi, I can not get to my computer for a while. I will send more when I get access to it. Thank you for your Intrest i am very grateful. Regards
FredMcD
  • Top 10 Contributor
4272 solutions 59922 answers

bevitt said

I am in safe mode and it has not happened yet !

It could be the work of one of your add-ons, or it could be Hardware Acceleration. How to disable Hardware Acceleration {web link}

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.

''bevitt [[#answer-1066585|said]]'' <blockquote> I am in safe mode and it has not happened yet ! </blockquote> It could be the work of one of your add-ons, or it could be '''Hardware Acceleration. ''' ''[https://support.mozilla.org/en-US/kb/forum-response-disable-hardware-acceleration How to disable Hardware Acceleration]'' {web link} 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

Hi, Sorry for late reply. Things were going ok with add on's off and Hardware Acceleration off. It just crashed now in the same way as before. I put it in safe mode before checking if add on's were in operation. Sorry ! I will carry on and let you what's going on. Once you have disabled add on's will they reinstate when you re start the computer each time ? Thank you for your help Paul

Hi, Sorry for late reply. Things were going ok with add on's off and Hardware Acceleration off. It just crashed now in the same way as before. I put it in safe mode before checking if add on's were in operation. Sorry ! I will carry on and let you what's going on. Once you have disabled add on's will they reinstate when you re start the computer each time ? Thank you for your help Paul
FredMcD
  • Top 10 Contributor
4272 solutions 59922 answers

Once disabled, an option/add-on/whatever should remain disabled. Is this not the case with you?

https://support.mozilla.org/en-US/kb/how-to-fix-preferences-wont-save

Note: Some software, like Advanced SystemCare with Surfing Protection, can protect files in the Firefox profile folder against changes. If you have such software then check the settings or uninstall this software.

Once disabled, an option/add-on/whatever should remain disabled. Is this not the case with you? https://support.mozilla.org/en-US/kb/how-to-fix-preferences-wont-save '''Note:''' Some software, like Advanced SystemCare with Surfing Protection, can protect files in the Firefox profile folder against changes. If you have such software then check the settings or uninstall this software.
FredMcD
  • Top 10 Contributor
4272 solutions 59922 answers

bevitt said

It just crashed now in the same way as before.

Please post the latest crash reports.

''bevitt [[#answer-1083849|said]]'' <blockquote> It just crashed now in the same way as before. </blockquote> Please post the latest crash reports.

Question owner

Hi Can not find crash report for today. Here are some recent ones. I will keep checking it is keeping add on's off. Thanks


bp-1216d159-8374-47d2-8bbf-44df51180208 08/02/2018 17:27 bp-310059ec-6709-49c9-8dd6-470c30180118 18/01/2018 19:16 bp-f1a6ddda-3a4b-40bc-bdde-cd0b00180118 18/01/2018 19:15 bp-5af152a2-ba0d-48c7-abd9-eb9be0180118 18/01/2018 19:11 bp-3c2d0e8a-9d19-4009-92ff-c3edc0180118 18/01/2018 19:11 bp-fc1220e6-505d-4fc5-b1e4-359d30180118 18/01/2018 15:17 bp-40934053-d5cd-4c6e-9145-045921180116 16/01/2018 18:16 bp-b42219ad-e83d-4577-a42f-a3ce60180114 14/01/2018 14:16

Hi Can not find crash report for today. Here are some recent ones. I will keep checking it is keeping add on's off. Thanks bp-1216d159-8374-47d2-8bbf-44df51180208 08/02/2018 17:27 bp-310059ec-6709-49c9-8dd6-470c30180118 18/01/2018 19:16 bp-f1a6ddda-3a4b-40bc-bdde-cd0b00180118 18/01/2018 19:15 bp-5af152a2-ba0d-48c7-abd9-eb9be0180118 18/01/2018 19:11 bp-3c2d0e8a-9d19-4009-92ff-c3edc0180118 18/01/2018 19:11 bp-fc1220e6-505d-4fc5-b1e4-359d30180118 18/01/2018 15:17 bp-40934053-d5cd-4c6e-9145-045921180116 16/01/2018 18:16 bp-b42219ad-e83d-4577-a42f-a3ce60180114 14/01/2018 14:16
FredMcD
  • Top 10 Contributor
4272 solutions 59922 answers

Product Firefox Release Channel release Version 58.0.1 Build ID 20180128191252 OS OS X 10.11

Date Processed 2018-02-08 17:27:18

bp-1216d159-8374-47d2-8bbf-44df51180208 Signature: parentBuildID != childBuildID

The crash report flagged these programs;

libCGXType.A.dylib = https://support.mozilla.org/en-US/questions/922974 Chosen Solution I removed some corrupt fonts and upgraded my OS. Problem resolved.

libsystem_kernel.dylib =  ? Word for Mac

libFontParser.dylib

libsystem_pthread.dylib =  ? Word for Mac

CoreFoundation

CoreGraphics

CoreText

This is for Sumo's Related Bugs 1366808 NEW --- Crash in MOZ_RELEASE_ASSERT(parentBuildID == childBuildID) after updating with multiple profiles (content process update)

Product Firefox Release Channel release Version 58.0.1 Build ID 20180128191252 OS OS X 10.11 Date Processed 2018-02-08 17:27:18 bp-1216d159-8374-47d2-8bbf-44df51180208 Signature: parentBuildID != childBuildID The crash report flagged these programs; libCGXType.A.dylib = https://support.mozilla.org/en-US/questions/922974 Chosen Solution I removed some corrupt fonts and upgraded my OS. Problem resolved. libsystem_kernel.dylib = ? Word for Mac libFontParser.dylib libsystem_pthread.dylib = ? Word for Mac CoreFoundation CoreGraphics CoreText This is for Sumo's Related Bugs 1366808 NEW --- Crash in MOZ_RELEASE_ASSERT(parentBuildID == childBuildID) after updating with multiple profiles (content process update)
FredMcD
  • Top 10 Contributor
4272 solutions 59922 answers

The bug report talks about the problem happening while Firefox was updating.

The bug report talks about the problem happening while Firefox was updating.
cor-el
  • Top 10 Contributor
  • Moderator
17586 solutions 159088 answers

You can try to modify multi-process settings to see if this has effect.

  • set number of content processes to 1 if it is currently set to a higher value (4)
    Options/Preferences -> General -> Performance
    remove checkmark: [ ] "Use recommended performance settings"
  • disable multi-process windows in Firefox

You can disable multi-process windows in Firefox by setting this pref to false on the about:config page.

  • browser.tabs.remote.autostart = false

You can open the about:config page via the location/address bar. You can accept the warning and click "I accept the risk!" to continue.


You can create a new profile to test if your current profile is causing the problem.

See "Creating a profile":

If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems.

You can try to modify multi-process settings to see if this has effect. *set number of content processes to 1 if it is currently set to a higher value (4)<br>Options/Preferences -> General -> Performance<br>remove checkmark: [ ] "Use recommended performance settings" *disable multi-process windows in Firefox You can disable multi-process windows in Firefox by setting this pref to false on the <b>about:config</b> page. *browser.tabs.remote.autostart = false You can open the <b>about:config</b> page via the location/address bar. You can accept the warning and click "I accept the risk!" to continue. *http://kb.mozillazine.org/about:config ---- You can create a new profile to test if your current profile is causing the problem. See "Creating a profile": *https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles *http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Profile_issues If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems. *http://kb.mozillazine.org/Transferring_data_to_a_new_profile_-_Firefox