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Firefox crash on 2008R2 Terminal Server for all users

Posted

Hi all, looking for some help on this one.

https://crash-stats.mozilla.com/report/index/7fdf825e-c0b4-4604-872b-8f5160180912 https://crash-stats.mozilla.com/report/index/d47a7909-5d39-4f4f-913a-7cf2c0180912

All users on the terminal server experience the crash, and the Mozilla Crash Reporter afterwards. Firefox crashes after about 1minute being open, regardless of website I can force a tab to crash by opening a site with video eg. youtube.com First occurred 10/9/18

Tried: safe mode, uninstalling, restarting, reinstalling normal, ESR, v60, v52, x64, x86 Tried: Deleted Mozilla folder in: Program Files, AppData, Registry Works on same OS in same environment

Hi all, looking for some help on this one. https://crash-stats.mozilla.com/report/index/7fdf825e-c0b4-4604-872b-8f5160180912 https://crash-stats.mozilla.com/report/index/d47a7909-5d39-4f4f-913a-7cf2c0180912 All users on the terminal server experience the crash, and the Mozilla Crash Reporter afterwards. Firefox crashes after about 1minute being open, regardless of website I can force a tab to crash by opening a site with video eg. youtube.com First occurred 10/9/18 Tried: safe mode, uninstalling, restarting, reinstalling normal, ESR, v60, v52, x64, x86 Tried: Deleted Mozilla folder in: Program Files, AppData, Registry Works on same OS in same environment

Chosen solution

after further looking into those crash patterns, it seems to be 100% correlated to modules relating to trend micro, so apparently a signature update they were performing recently is causing this havoc. can you try and see if firefox is starting without problems if you disable your security once - if yes, please also reach out to trend micro's support about this.

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Additional System Details

Installed Plug-ins

  • Shockwave Flash 28.0 r0

Application

  • User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:60.0) Gecko/20100101 Firefox/60.0

More Information

AdapterDeviceID: 0x0000
AdapterSubsysID: 00000000
AdapterVendorID: 0x0000
Add-ons: activity-stream%40mozilla.org:2018.04.20.1103-b3b95672,aushelper%40mozilla.org:2.0,firefox%40getpocket.com:1.0.5,followonsearch%40mozilla.com:0.9.6,formautofill%40mozilla.org:1.0,onboarding%40mozilla.org:1.0,screenshots%40mozilla.org:30.1.0,webcompat%40mozilla.org:1.1,%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:60.2.0
AvailablePageFile: 89091809280
AvailablePhysicalMemory: 29430108160
AvailableVirtualMemory: 8794406817792
BIOS_Manufacturer: Phoenix Technologies LTD
BlockedDllList:
BreakpadReserveAddress: 67305472
BreakpadReserveSize: 83886080
BuildID: 20180903060751
CPUMicrocodeVersion: 0x70d
ContentSandboxCapable: 1
ContentSandboxLevel: 5
CrashTime: 1536745545
DOMIPCEnabled: 1
Email: servicedesk@overthewire.com.au
FramePoisonBase: 9223372036600889344
FramePoisonSize: 65536
InstallTime: 1536744030
ModuleSignatureInfo: {"Microsoft Corporation":["api-ms-win-crt-utility-l1-1-0.dll","api-ms-win-crt-environment-l1-1-0.dll","api-ms-win-crt-filesystem-l1-1-0.dll","api-ms-win-crt-time-l1-1-0.dll","api-ms-win-crt-multibyte-l1-1-0.dll","api-ms-win-crt-math-l1-1-0.dll","api-ms-win-crt-locale-l1-1-0.dll","api-ms-win-crt-convert-l1-1-0.dll","api-ms-win-crt-stdio-l1-1-0.dll","api-ms-win-crt-heap-l1-1-0.dll","api-ms-win-crt-string-l1-1-0.dll","api-ms-win-core-synch-l1-2-0.dll","api-ms-win-core-file-l2-1-0.dll","ucrtbase.dll","msvcp140.dll","api-ms-win-core-timezone-l1-1-0.dll","api-ms-win-core-file-l1-2-0.dll","api-ms-win-core-processthreads-l1-1-1.dll","api-ms-win-core-localization-l1-2-0.dll","VCRUNTIME140.dll","api-ms-win-crt-runtime-l1-1-0.dll","WLIDNSP.DLL"],"Microsoft Windows":["ntdll.dll","rsaenh.dll"],"Mozilla Corporation":["firefox.exe","xul.dll","mozavcodec.dll","mozavutil.dll","nssckbi.dll","freebl3.dll","softokn3.dll","nss3.dll","lgpllibs.dll","mozglue.dll"],"Trend Micro, Inc.":["tmmon64.dll","TmUmEvt64.dll"]}
Notes: AdapterVendorID: 0x0000, AdapterDeviceID: 0x0000, AdapterSubsysID: 00000000, AdapterDriverVersion:
FP(D00-L1000-W00001000-T000) D2D1.1? D2D1.1- DWrite? DWrite+ WR? WR- OMTP? OMTP+
ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384}
ProductName: Firefox
ReleaseChannel: esr
SafeMode: 0
SecondsSinceLastCrash: 1451
StartupCrash: 0
StartupTime: 1536745487
SystemMemoryUsePercentage: 14
TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86-64","buildId":"20180903060751","version":"60.2.0","vendor":"Mozilla","platformVersion":"60.2.0","xpcomAbi":"x86_64-msvc","updaterAvailable":true},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":32768,"virtualMaxMB":8388608,"cpu":{"count":4,"cores":4,"vendor":"GenuineIntel","family":6,"model":45,"stepping":7,"l2cacheKB":256,"l3cacheKB":10240,"speedMHz":2200,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2","hasAES"]},"os":{"name":"Windows_NT","version":"6.1","locale":"en-US","servicePackMajor":1,"servicePackMinor":0,"windowsBuildNumber":7601,"installYear":2012},"hdd":{"profile":{"model":"VMware Virtual disk","revision":"1.0"},"binary":{"model":"VMware Virtual disk","revision":"1.0"},"system":{"model":"VMware Virtual disk","revision":"1.0"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":true,"ContentBackend":"Skia","adapters":[{"description":"RDPDD Chained DD","vendorID":"0x0000","deviceID":"0x0000","subsysID":"00000000","RAM":null,"driver":"RDPDD","driverVersion":null,"driverDate":null,"GPUActive":true}],"monitors":[{"screenWidth":1364,"screenHeight":768,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"basic","gpuProcess":{"status":"blacklisted"},"d3d11":{"status":"blacklisted"},"d2d":{"status":"unavailable","version":"1.1"}}},"appleModelId":null,"isWow64":false},"settings":{"blocklistEnabled":true,"e10sEnabled":true,"e10sMultiProcesses":4,"telemetryEnabled":false,"locale":"en-US","update":{"channel":"esr","enabled":true,"autoDownload":true},"userPrefs":{"browser.cache.disk.capacity":358400,"browser.search.region":"AU","browser.search.widget.inNavBar":false},"sandbox":{"effectiveContentProcessLevel":5},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":true,"defaultSearchEngine":"google","defaultSearchEngineData":{"name":"Google","loadPath":"jar:[app]/omni.ja!browser/google.xml","origin":"default","submissionURL":"https://www.google.com/search?q=&ie=utf-8&oe=utf-8&client=firefox-b"},"searchCohort":"nov17-1"},"profile":{"creationDate":17786},"addons":{"activeAddons":{"activity-stream@mozilla.org":{"version":"2018.04.20.1103-b3b95672","scope":1,"type":"extension","updateDay":17786,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":"A rich visual history feed and a reimagined home page make it easier than ever to find exactly what ","name":"Activity Stream","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17786},"aushelper@mozilla.org":{"version":"2.0","scope":1,"type":"extension","updateDay":17786,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":"Sets value(s) in the update url based on custom checks.","name":"Application Update Service Helper","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17786},"firefox@getpocket.com":{"version":"1.0.5","scope":1,"type":"extension","updateDay":17786,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":"When you find something you want to view later, put it in Pocket.","name":"Pocket","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17786},"followonsearch@mozilla.com":{"version":"0.9.6","scope":1,"type":"extension","updateDay":17786,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":null,"name":"Follow-on Search Telemetry","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17786},"formautofill@mozilla.org":{"version":"1.0","scope":1,"type":"extension","updateDay":17786,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":"Autofill forms with saved profiles","name":"Form Autofill","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17786},"onboarding@mozilla.org":{"version":"1.0","scope":1,"type":"extension","updateDay":17786,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":"Photon onboarding","name":"Photon onboarding","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17786},"screenshots@mozilla.org":{"version":"30.1.0","scope":1,"type":"extension","updateDay":17786,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":null,"name":"Firefox Screenshots","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17786},"webcompat@mozilla.org":{"version":"1.1","scope":1,"type":"extension","updateDay":17786,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":"Urgent post-release fixes for web compatibility.","name":"Web Compat","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17786}},"theme":{"id":"{972ce4c6-7e08-4474-a285-3208198ce6fd}","blocklisted":false,"description":"The default theme.","name":"Default","userDisabled":false,"appDisabled":false,"version":"60.2.0","scope":4,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17786,"updateDay":17786},"activePlugins":[{"name":"dummy","version":"0.1","description":"Blocklist unavailable","blocklisted":false,"disabled":true,"clicktoplay":false,"mimeTypes":["text/there.is.only.blocklist"],"updateDay":17786}],"activeGMPlugins":{"dummy-gmp":{"version":"0.1","userDisabled":false,"applyBackgroundUpdates":true}},"activeExperiment":{},"persona":null},"experiments":{"searchCohort":{"branch":"nov17-1"}}}
ThreadIdNameMapping: 9024:"Gecko_IOThread",9960:"Timer",8692:"Link Monitor",7624:"Socket Thread",3940:"JS Watchdog",7200:"BGReadURLs",9728:"Hang Monitor",1332:"Cache2 I/O",9660:"Cookie",7608:"GMPThread",9848:"SoftwareVsyncThread",3276:"Compositor",9604:"VRListener",6372:"ImgDecoder #1",740:"ImageIO",9868:"IPDL Background",9516:"HTML5 Parser",9540:"DOM Worker",3392:"ImageBridgeChild",9816:"ProcessHangMon",9064:"LoadRoots",9776:"DataStorage",6336:"DataStorage",3024:"SysProxySetting",1632:"ProxyResolution",4040:"SaveScripts",8924:"Cache I/O",9928:"DataStorage",9260:"URL Classifier",5140:"Classifier Update",6520:"DNS Resolver #1",5048:"mozStorage #1",8928:"DNS Resolver #2",4280:"mozStorage #2",10012:"mozStorage #3",8344:"DOM Worker",9672:"mozStorage #4",6524:"PlayEventSound",9292:"localStorage DB",10200:"QuotaManager IO",8268:"mozStorage #5",9380:"DOM Worker",3704:"DataStorage",7400:"DNS Resolver #3",7448:"ImgDecoder #2",4276:"mozStorage #6",8064:"MediaTelemetry",5688:"StreamTrans #14",
Throttleable: 1
TotalPageFile: 94486867968
TotalPhysicalMemory: 34359271424
TotalVirtualMemory: 8796092891136
UptimeTS: 207.553905
User32BeforeBlocklist: 1
Vendor: Mozilla
Version: 60.2.0
Winsock_LSP: 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 : : e70f

philipp
  • Top 25 Contributor
  • Moderator
5282 solutions 23333 answers

hi, these crash signatures seem to hit 64-bit versions of firefox only. you said that you also tried 32bit - did it crash too, if yss could you provide a crash report from that instance as well please? thank you

hi, these crash signatures seem to hit 64-bit versions of firefox only. you said that you also tried 32bit - did it crash too, if yss could you provide a crash report from that instance as well please? thank you
philipp
  • Top 25 Contributor
  • Moderator
5282 solutions 23333 answers

Chosen Solution

after further looking into those crash patterns, it seems to be 100% correlated to modules relating to trend micro, so apparently a signature update they were performing recently is causing this havoc. can you try and see if firefox is starting without problems if you disable your security once - if yes, please also reach out to trend micro's support about this.

after further looking into those crash patterns, it seems to be 100% correlated to modules relating to trend micro, so apparently a signature update they were performing recently is causing this havoc. can you try and see if firefox is starting without problems if you disable your security once - if yes, please also reach out to trend micro's support about this.

Question owner

Hi Philipp,

I discovered this last night, that disabling Trend AV stopped the issue.

Thanks very much, I will contact Trend!

Hi Philipp, I discovered this last night, that disabling Trend AV stopped the issue. Thanks very much, I will contact Trend!

Question owner

Needed to add Firefox exe to Trend exception list, this resolved.

Needed to add Firefox exe to Trend exception list, this resolved.