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Firefox crashes

Posted

After a major windows 10 update, Thunderbird and Firefox crash continuously, usually the moment I open another program, rarely when using Thunderbird and Firefox. Reinstalled Firefox, but it still crases. These two are the only to have problems after update. Do you have a solution? Thank you and good day, Luciano

After a major windows 10 update, Thunderbird and Firefox crash continuously, usually the moment I open another program, rarely when using Thunderbird and Firefox. Reinstalled Firefox, but it still crases. These two are the only to have problems after update. Do you have a solution? Thank you and good day, Luciano

Chosen solution

Hi Luciano, it's the same issue (and hopefully the same solution too) as in https://support.mozilla.org/en-US/questions/1218992

Read this answer in context 1

Additional System Details

Installed Plug-ins

  • Shockwave Flash 29.0 r0

Application

  • Firefox 60.0.1
  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:60.0) Gecko/20100101 Firefox/60.0
  • Support URL: https://support.mozilla.org/1/firefox/60.0.1/WINNT/it/

Extensions

  • Flash and Video Download 3.1.5 ({bee6eb20-01e0-ebd1-da83-080329fb9a3a})
  • Video DownloadHelper 7.2.2 ({b9db16a4-6edc-47ec-a1f4-b86292ed211d})
  • YouTube MP4 Downloader 2.0.9 (@youtube-mp4-downloader)

Javascript

  • incrementalGCEnabled: True

Graphics

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  • adapterDescription2: NVIDIA GeForce GTX 950M
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  • adapterDeviceID2: 0x139a
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  • adapterRAM: Unknown
  • adapterRAM2: 2048
  • adapterSubsysID: 14e01043
  • adapterSubsysID2: 14e01043
  • adapterVendorID: 0x8086
  • adapterVendorID2: 0x10de
  • clearTypeParameters: Gamma: 2,2 Pixel Structure: BGR ClearType Level: 50 Enhanced Contrast: 400
  • crashGuards: []
  • direct2DEnabled: True
  • directWriteEnabled: True
  • directWriteVersion: 10.0.17134.1
  • driverDate: 11-11-2016
  • driverDate2: 8-1-2016
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  • webgl2DriverExtensions: GL_ANGLE_client_arrays GL_ANGLE_depth_texture GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_multiview GL_ANGLE_pack_reverse_row_order GL_ANGLE_program_cache_control 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_color_buffer_float_rgb GL_CHROMIUM_color_buffer_float_rgba GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_float 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_compression_s3tc_srgb GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_norm16 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_EGL_image_external_essl3 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_surfaceless_context 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
  • webgl2Extensions: EXT_color_buffer_float EXT_texture_filter_anisotropic EXT_disjoint_timer_query OES_texture_float_linear WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_lose_context
  • webgl2Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics 620 Direct3D11 vs_5_0 ps_5_0)
  • webgl2Version: OpenGL ES 3.0 (ANGLE 2.1.0.7edc21933ef1)
  • webgl2WSIInfo: EGL_VENDOR: Google Inc. (adapter LUID: 000000000000c28f) EGL_VERSION: 1.4 (ANGLE 2.1.0.7edc21933ef1) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition 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_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_CHROMIUM_sync_control EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization 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
  • windowLayerManagerRemote: True
  • windowLayerManagerType: Direct3D 11
  • windowUsingAdvancedLayers: True

Modified Preferences

Misc

  • User JS: No
  • Accessibility: No
FredMcD
  • Top 10 Contributor
4269 solutions 59841 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 resent 7 - 10 crash reports, and copy them. Now go to the reply box and paste them in.

aboutcrashesFx57

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

[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 '''resent 7 - 10''' crash reports, and '''copy''' them. Now go to the reply box and '''paste''' them in. ;[[Image:aboutcrashesFx57|width=500]] For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support +++++++++++++++++++++++ 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.

Question owner

Thank you, I started Firefox in Safe Mode and it didn't crash anymore, but it crushed Thunderbird. Don't know how to do this: "Note: If any reports do not have BP in front of the numbers/letters, click it to submit them." I don't know if it works, I paste here address of the crash reports: https://crash-stats.mozilla.com/report/index/efa9d12e-f4c8-4045-b255-7b2620180528#tab-details https://crash-stats.mozilla.com/report/index/16066d99-d2ae-4b0a-a400-a42150180528 https://crash-stats.mozilla.com/report/index/05658f35-15b2-40d8-be5e-fe2d01180527 https://crash-stats.mozilla.com/report/index/3c9c4132-1159-42e9-91e9-516ca1180527 https://crash-stats.mozilla.com/report/index/327b0f9d-457c-4cf6-8ac8-98cef1180526 https://crash-stats.mozilla.com/report/index/f945c8bc-d9aa-4ffb-acfb-0479b1180522 https://crash-stats.mozilla.com/report/index/8033cb61-f79c-4578-b62e-d9d991180522 https://crash-stats.mozilla.com/report/index/efa9d12e-f4c8-4045-b255-7b2620180528#tab-details
FredMcD
  • Top 10 Contributor
4269 solutions 59841 answers

luciano58 said

Thank you, I started Firefox in Safe Mode and it didn't crash anymore

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.

''luciano58 [[#answer-1116126|said]]'' <blockquote> Thank you, I started Firefox in Safe Mode and it didn't crash anymore </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.
FredMcD
  • Top 10 Contributor
4269 solutions 59841 answers

bp-efa9d12e-f4c8-4045-b255-7b2620180528 bp-16066d99-d2ae-4b0a-a400-a42150180528 bp-05658f35-15b2-40d8-be5e-fe2d01180527

Signature: UserCallWinProcCheckWow

inproc_agent.dll = Kaspersky Inproc Agent

klsihk64.dll = AO Kaspersky Lab

Attention Sumo's there are 15 related bug reports

bp-efa9d12e-f4c8-4045-b255-7b2620180528 bp-16066d99-d2ae-4b0a-a400-a42150180528 bp-05658f35-15b2-40d8-be5e-fe2d01180527 Signature: UserCallWinProcCheckWow inproc_agent.dll = Kaspersky Inproc Agent klsihk64.dll = AO Kaspersky Lab Attention Sumo's there are 15 related bug reports
FredMcD
  • Top 10 Contributor
4269 solutions 59841 answers

Go to the Kaspersky website and download the current full installer. Save the file. Close Firefox.

Now totally remove Kaspersky. After, reboot the computer. Run the full installer.

Go to the Kaspersky website and download the current full installer. Save the file. Close Firefox. Now totally remove Kaspersky. After, reboot the computer. Run the full installer.

Question owner

Hello, I did as instructed, but both still crash, even deactivating Karspersy extention in Firefox. Luciano

Hello, I did as instructed, but both still crash, even deactivating Karspersy extention in Firefox. Luciano
FredMcD
  • Top 10 Contributor
4269 solutions 59841 answers

Please post the newest crash reports.

Please post the newest crash reports.

Question owner

Hello, this is the last crash report: https://crash-stats.mozilla.com/report/index/16066d99-d2ae-4b0a-a400-a42150180528 Luciano
philipp
  • Top 25 Contributor
  • Moderator
5320 solutions 23502 answers

Chosen Solution

Hi Luciano, it's the same issue (and hopefully the same solution too) as in https://support.mozilla.org/en-US/questions/1218992

Hi Luciano, it's the same issue (and hopefully the same solution too) as in https://support.mozilla.org/en-US/questions/1218992