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Firefox crashes on startup - normal and safe mode

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Firefox was fine until, one day... crashes on startup, even in safe mode. Tried uninstalling and reinstalling - same problem. I'm told no changes were pushed out at that time.

AdapterDeviceID: 0x1616 AdapterDriverVersion: 20.19.15.4531 AdapterSubsysID: 222717aa AdapterVendorID: 0x8086 Add-ons: %7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:52.7.0,aushelper%40mozilla.org:2.0,e10srollout%40mozilla.org:1.10,firefox%40getpocket.com:1.0.5,webcompat%40mozilla.org:1.0 AddonsShouldHaveBlockedE10s: 0 AvailablePageFile: 3520704512 AvailablePhysicalMemory: 1745371136 AvailableVirtualMemory: 3707920384 BIOS_Manufacturer: LENOVO BlockedDllList: BreakpadReserveAddress: 54329344 BreakpadReserveSize: 67108864 BuildID: 20180307131617 CPUMicrocodeVersion: 0x21 CrashTime: 1523595638 DOMIPCEnabled: 1 E10SCohort: test EMCheckCompatibility: true FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1522014586 Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x1616, AdapterSubsysID: 222717aa, AdapterDriverVersion: 20.19.15.4531 FP(D00-L1000-W00001000-T0000) D2D1.1? DWrite? DWrite+ D2D1.1+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: esr SafeMode: 0 SecondsSinceLastCrash: 23 StartupCrash: 1 StartupTime: 1523595636 SystemMemoryUsePercentage: 78 TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86","buildId":"20180307131617","version":"52.7.0","vendor":"Mozilla","platformVersion":"52.7.0","xpcomAbi":"x86-msvc","hotfixVersion":null},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":7872,"virtualMaxMB":4096,"cpu":{"count":4,"cores":2,"vendor":"GenuineIntel","family":6,"model":61,"stepping":4,"l2cacheKB":256,"l3cacheKB":3072,"speedMHz":2295,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2","hasAVX","hasAVX2"]},"os":{"name":"Windows_NT","version":"10.0","locale":"en-AU","servicePackMajor":0,"servicePackMinor":0,"windowsBuildNumber":14393,"windowsUBR":2125,"installYear":2017},"hdd":{"profile":{"model":"SAMSUNG MZNLN128HCGR-000L1","revision":"EMT22L0Q"},"binary":{"model":"SAMSUNG MZNLN128HCGR-000L1","revision":"EMT22L0Q"},"system":{"model":"SAMSUNG MZNLN128HCGR-000L1","revision":"EMT22L0Q"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":true,"ContentBackend":"Direct2D 1.1","adapters":[{"description":"Intel(R) HD Graphics 5500","vendorID":"0x8086","deviceID":"0x1616","subsysID":"222717aa","RAM":null,"driver":"igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32","driverVersion":"20.19.15.4531","driverDate":"9-29-2016","GPUActive":true}],"monitors":[{"screenWidth":1920,"screenHeight":1080,"refreshRate":48,"pseudoDisplay":false},{"screenWidth":1920,"screenHeight":1080,"refreshRate":60,"pseudoDisplay":false},{"screenWidth":1920,"screenHeight":1080,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"none","d3d11":{"status":"available","version":45312,"warp":false,"textureSharing":true,"blacklisted":false},"d2d":{"status":"available","version":"1.1"}}},"isWow64":true},"settings":{"blocklistEnabled":true,"e10sEnabled":true,"e10sCohort":"test","telemetryEnabled":false,"locale":"en-US","update":{"channel":"esr","enabled":true,"autoDownload":true},"userPrefs":{},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":false},"profile":{}} Theme: classic/1.0 Throttleable: 1 TotalPageFile: 18130214912 TotalPhysicalMemory: 8254652416 TotalVirtualMemory: 4294836224 URL: UptimeTS: 2.910250234 User32BeforeBlocklist: 1 Vendor: Mozilla Version: 52.7.0 Winsock_LSP: Hyper-V RAW : 2 : 34 : 1 : 1 : 0x20026 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 1234191b-4bf7-4ca7-86e0-dfd7c32b5445

MSAFD Tcpip [TCP/IP] : 2 : 2 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 
MSAFD Tcpip [UDP/IP] : 2 : 2 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 
MSAFD Tcpip [RAW/IP] : 2 : 2 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll :  : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 
MSAFD Tcpip [TCP/IPv6] : 2 : 23 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 
MSAFD Tcpip [UDP/IPv6] : 2 : 23 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 
MSAFD Tcpip [RAW/IPv6] : 2 : 23 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll :  : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 
MSAFD Irda [IrDA] : 2 : 26 : 1 : 1 : 0x20006 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 3972523d-2af1-11d1-b655-00805f3642cc 
MSAFD RfComm [Bluetooth] : 2 : 32 : 1 : 3 : 0x20026 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 9fc48064-7298-43e4-b7bd-181f2089792a 
RSVP TCPv6 Service Provider : 2 : 23 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 9d60a9e0-337a-11d0-bd88-0000c082e69a 
RSVP TCP Service Provider : 2 : 2 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 9d60a9e0-337a-11d0-bd88-0000c082e69a 
RSVP UDPv6 Service Provider : 2 : 23 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 9d60a9e0-337a-11d0-bd88-0000c082e69a 
RSVP UDP Service Provider : 2 : 2 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 9d60a9e0-337a-11d0-bd88-0000c082e69a

useragent_locale: en-US

This report also contains technical information about the state of the application when it crashed.

Firefox was fine until, one day... crashes on startup, even in safe mode. Tried uninstalling and reinstalling - same problem. I'm told no changes were pushed out at that time. AdapterDeviceID: 0x1616 AdapterDriverVersion: 20.19.15.4531 AdapterSubsysID: 222717aa AdapterVendorID: 0x8086 Add-ons: %7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:52.7.0,aushelper%40mozilla.org:2.0,e10srollout%40mozilla.org:1.10,firefox%40getpocket.com:1.0.5,webcompat%40mozilla.org:1.0 AddonsShouldHaveBlockedE10s: 0 AvailablePageFile: 3520704512 AvailablePhysicalMemory: 1745371136 AvailableVirtualMemory: 3707920384 BIOS_Manufacturer: LENOVO BlockedDllList: BreakpadReserveAddress: 54329344 BreakpadReserveSize: 67108864 BuildID: 20180307131617 CPUMicrocodeVersion: 0x21 CrashTime: 1523595638 DOMIPCEnabled: 1 E10SCohort: test EMCheckCompatibility: true FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1522014586 Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x1616, AdapterSubsysID: 222717aa, AdapterDriverVersion: 20.19.15.4531 FP(D00-L1000-W00001000-T0000) D2D1.1? DWrite? DWrite+ D2D1.1+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: esr SafeMode: 0 SecondsSinceLastCrash: 23 StartupCrash: 1 StartupTime: 1523595636 SystemMemoryUsePercentage: 78 TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86","buildId":"20180307131617","version":"52.7.0","vendor":"Mozilla","platformVersion":"52.7.0","xpcomAbi":"x86-msvc","hotfixVersion":null},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":7872,"virtualMaxMB":4096,"cpu":{"count":4,"cores":2,"vendor":"GenuineIntel","family":6,"model":61,"stepping":4,"l2cacheKB":256,"l3cacheKB":3072,"speedMHz":2295,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2","hasAVX","hasAVX2"]},"os":{"name":"Windows_NT","version":"10.0","locale":"en-AU","servicePackMajor":0,"servicePackMinor":0,"windowsBuildNumber":14393,"windowsUBR":2125,"installYear":2017},"hdd":{"profile":{"model":"SAMSUNG MZNLN128HCGR-000L1","revision":"EMT22L0Q"},"binary":{"model":"SAMSUNG MZNLN128HCGR-000L1","revision":"EMT22L0Q"},"system":{"model":"SAMSUNG MZNLN128HCGR-000L1","revision":"EMT22L0Q"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":true,"ContentBackend":"Direct2D 1.1","adapters":[{"description":"Intel(R) HD Graphics 5500","vendorID":"0x8086","deviceID":"0x1616","subsysID":"222717aa","RAM":null,"driver":"igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32","driverVersion":"20.19.15.4531","driverDate":"9-29-2016","GPUActive":true}],"monitors":[{"screenWidth":1920,"screenHeight":1080,"refreshRate":48,"pseudoDisplay":false},{"screenWidth":1920,"screenHeight":1080,"refreshRate":60,"pseudoDisplay":false},{"screenWidth":1920,"screenHeight":1080,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"none","d3d11":{"status":"available","version":45312,"warp":false,"textureSharing":true,"blacklisted":false},"d2d":{"status":"available","version":"1.1"}}},"isWow64":true},"settings":{"blocklistEnabled":true,"e10sEnabled":true,"e10sCohort":"test","telemetryEnabled":false,"locale":"en-US","update":{"channel":"esr","enabled":true,"autoDownload":true},"userPrefs":{},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":false},"profile":{}} Theme: classic/1.0 Throttleable: 1 TotalPageFile: 18130214912 TotalPhysicalMemory: 8254652416 TotalVirtualMemory: 4294836224 URL: UptimeTS: 2.910250234 User32BeforeBlocklist: 1 Vendor: Mozilla Version: 52.7.0 Winsock_LSP: Hyper-V RAW : 2 : 34 : 1 : 1 : 0x20026 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 1234191b-4bf7-4ca7-86e0-dfd7c32b5445 MSAFD Tcpip [TCP/IP] : 2 : 2 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [UDP/IP] : 2 : 2 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [RAW/IP] : 2 : 2 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [TCP/IPv6] : 2 : 23 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [UDP/IPv6] : 2 : 23 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [RAW/IPv6] : 2 : 23 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Irda [IrDA] : 2 : 26 : 1 : 1 : 0x20006 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 3972523d-2af1-11d1-b655-00805f3642cc MSAFD RfComm [Bluetooth] : 2 : 32 : 1 : 3 : 0x20026 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9fc48064-7298-43e4-b7bd-181f2089792a RSVP TCPv6 Service Provider : 2 : 23 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP TCP Service Provider : 2 : 2 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDPv6 Service Provider : 2 : 23 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDP Service Provider : 2 : 2 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a useragent_locale: en-US This report also contains technical information about the state of the application when it crashed.

Chosen solution

Fred, PC team has downgraded me to v47.0.1 and - touch wood - works OK now. Thanks for your help. Dave

Read this answer in context 0

Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/65.0.3325.162 Safari/537.36

More Information

FredMcD
  • Top 10 Contributor
4257 solutions 59604 answers

It looks like you are using Firefox ESR, correct? I am also seeing a high memory issue.

But the information is also all jumbled up, so hard to read.


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 most recent 5-7 File Names in the folder. Post the information in the reply box.

It looks like you are using Firefox ESR, correct? I am also seeing a high memory issue. But the information is also all jumbled up, so hard to read. 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 most recent '''5-7 File Names''' in the folder. Post the information in the reply box.
FredMcD
  • Top 10 Contributor
4257 solutions 59604 answers

Many have reported issues using the 64bit Firefox. Install the 32bit version from; (ESR) https://www.mozilla.org/en-US/firefox/organizations/all/

Many have reported issues using the 64bit Firefox. Install the 32bit version from; (ESR) https://www.mozilla.org/en-US/firefox/organizations/all/

Question owner

Fred,

Hope this is what you're asking for. Many thanks.

Dave

Fred, Hope this is what you're asking for. Many thanks. Dave
FredMcD
  • Top 10 Contributor
4257 solutions 59604 answers

That was very good. Now Copy each of the file names and post them here.

That was very good. Now '''Copy''' each of the file names and post them here.
FredMcD
  • Top 10 Contributor
4257 solutions 59604 answers

Product Firefox Release Channel esr Version 52.7.0esr Build ID 20180307131617 OS Windows 10 OS Version 10.0.14393

bp-6d1bbf5d-169a-433c-bfe4-2f3850180413 Signature: PREF_GetIntPref

Total Virtual Memory 4,294,836,224 bytes (4.29 GB) Available Virtual Memory 3,707,920,384 bytes (3.71 GB) Available Page File 3,520,704,512 bytes (3.52 GB) Available Physical Memory 1,745,371,136 bytes (1.75 GB) System Memory Use Percentage 78

Attention Sumo's there are 7 related bug reports most about Websense

qipcap.dll = Websense Data Endpoint

ipseng32.dll = Symantec Intrusion Detection = Symantec Corporation

Product Firefox Release Channel esr Version 52.7.0esr Build ID 20180307131617 OS Windows 10 OS Version 10.0.14393 bp-6d1bbf5d-169a-433c-bfe4-2f3850180413 Signature: PREF_GetIntPref Total Virtual Memory 4,294,836,224 bytes (4.29 GB) Available Virtual Memory 3,707,920,384 bytes (3.71 GB) Available Page File 3,520,704,512 bytes (3.52 GB) Available Physical Memory 1,745,371,136 bytes (1.75 GB) '''System Memory Use Percentage 78''' Attention Sumo's there are 7 related bug reports most about Websense qipcap.dll = Websense Data Endpoint ipseng32.dll = Symantec Intrusion Detection = Symantec Corporation
FredMcD
  • Top 10 Contributor
4257 solutions 59604 answers

Update Websense. If the problem continues, disable it.

Update Websense. If the problem continues, disable it.

Question owner

Hi Fred, Waiting for a response from our PC people. My laptop is pretty much locked down so I need them to follow up. Thanks. Dave

Hi Fred, Waiting for a response from our PC people. My laptop is pretty much locked down so I need them to follow up. Thanks. Dave

Chosen Solution

Fred, PC team has downgraded me to v47.0.1 and - touch wood - works OK now. Thanks for your help. Dave

Fred, PC team has downgraded me to v47.0.1 and - touch wood - works OK now. Thanks for your help. Dave
FredMcD
  • Top 10 Contributor
4257 solutions 59604 answers

That was very good work. Well done. Please flag your last post as Solved Problem so others will know.

You should contact Websense and ask questions.

That was very good work. Well done. Please flag your last post as '''Solved Problem''' so others will know. You should contact Websense and ask questions.