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Firefox crashes

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Hi, some of our users are experiencing crashes. I believe they click on a link appearing on a windows forms app and this causes firefox to crash. This also causes the windows forms app to crash as well. The issue appears to be intermittent. Can we please get some more details and potentially a solution to avoid this in the future?

Example crash id: bp-6143d7c7-4af9-46f4-a70b-11ee90190402

FireFox Quantum 60.6.1esr (64-bit)

We do use Roboform Version 7.9.32.2 as well.

Hi, some of our users are experiencing crashes. I believe they click on a link appearing on a windows forms app and this causes firefox to crash. This also causes the windows forms app to crash as well. The issue appears to be intermittent. Can we please get some more details and potentially a solution to avoid this in the future? Example crash id: bp-6143d7c7-4af9-46f4-a70b-11ee90190402 FireFox Quantum 60.6.1esr (64-bit) We do use Roboform Version 7.9.32.2 as well.
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Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/73.0.3683.86 Safari/537.36

More Information

FredMcD
  • Top 10 Contributor
4195 solutions 58556 answers

Product Firefox Release Channel esr Version 60.6.1esr Build ID 20190322020346 (2019-03-22) OS Windows 8.1 OS Version 6.3.9600

Are other systems and Firefox versions affected as well?


Tue, 02 Apr 2019 17:09:29 GMT bp-6143d7c7-4af9-46f4-a70b-11ee90190402 Signature: OOM | small

Crash Reason EXCEPTION_BREAKPOINT

System Memory Use Percentage 98

Product Firefox Release Channel esr Version 60.6.1esr Build ID 20190322020346 (2019-03-22) OS Windows 8.1 OS Version 6.3.9600 Are other systems and Firefox versions affected as well? ------------ Tue, 02 Apr 2019 17:09:29 GMT bp-6143d7c7-4af9-46f4-a70b-11ee90190402 Signature: OOM | small Crash Reason EXCEPTION_BREAKPOINT System Memory Use Percentage 98
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FredMcD
  • Top 10 Contributor
4195 solutions 58556 answers
[https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Start Firefox in Safe Mode] {web link} A small dialog should appear. Click '''Start In Safe Mode''' (not Refresh). Is the problem still there? https://support.mozilla.org/en-US/kb/firefox-slow-how-make-it-faster https://support.mozilla.org/en-US/kb/firefox-uses-too-many-cpu-resources-how-fix https://support.mozilla.org/en-US/kb/firefox-uses-too-much-memory-ram https://support.mozilla.org/en-US/kb/firefox-hangs-or-not-responding https://support.mozilla.org/en-US/kb/firefox-takes-long-time-start-up
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FredMcD
  • Top 10 Contributor
4195 solutions 58556 answers

What were the users doing at the time? Just surfing, reading an article, watching a clip . . . . .

Are the users part of a network or Enterprise? Are the crashes at the same website or different places?

What were the users doing at the time? Just surfing, reading an article, watching a clip . . . . . Are the users part of a network or Enterprise? Are the crashes at the same website or different places?
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Question owner

Are other systems and Firefox versions affected as well? - Other users sharing the same VM are affected. We have only one Firefox version installed. We have one VM shared by many users.

Is the problem still there? (Start In Safe Mode) - I am not able to reproduce the issue and this is intermittent. I cannot allocate resources for testing in safe mode.

What were the users doing at the time? - Clicking on a web link on a winforms app as I've mentioned in the question. Web links are also populated in Roboform. The crash might be related to Roboform but I want to be make sure.

Are the users part of a network or Enterprise? - Network. All on the same VM.

Are the crashes at the same website or different places? - It differs.

Are other systems and Firefox versions affected as well? - Other users sharing the same VM are affected. We have only one Firefox version installed. We have one VM shared by many users. Is the problem still there? (Start In Safe Mode) - I am not able to reproduce the issue and this is intermittent. I cannot allocate resources for testing in safe mode. What were the users doing at the time? - Clicking on a web link on a winforms app as I've mentioned in the question. Web links are also populated in Roboform. The crash might be related to Roboform but I want to be make sure. Are the users part of a network or Enterprise? - Network. All on the same VM. Are the crashes at the same website or different places? - It differs.
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FredMcD
  • Top 10 Contributor
4195 solutions 58556 answers

Take one of your units and disable Roboform. If the problem is gone, contact its support.

Take one of your units and disable Roboform. If the problem is gone, contact its support.
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Question owner

We cannot disable as it's part of the workflow. I just wanted to know if you guys could interpret the error code and see if it's pointing to Roboform integration. If this is not interpretable then it's fine. We may need to switch to Chrome to see if it does the same. Thanks for your answers.

We cannot disable as it's part of the workflow. I just wanted to know if you guys could interpret the error code and see if it's pointing to Roboform integration. If this is not interpretable then it's fine. We may need to switch to Chrome to see if it does the same. Thanks for your answers.
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TyDraniu
  • Top 25 Contributor
302 solutions 1686 answers

The report says that's Out Of Memory crash after ~5hours of running.

If you want to test it against Roboform addon, after 3-4 hours enter about:performance in the URL bar and check there, how much memory is used by every addon and webpage.

The report says that's Out Of Memory crash after ~5hours of running. If you want to test it against Roboform addon, after 3-4 hours enter ''about:performance'' in the URL bar and check there, how much memory is used by every addon and webpage.
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