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Firefox crashes

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We have dozens of Server 2012 R2 servers were Firefox doesn't launch and comes up with the following error; Problem signature:

 Problem Event Name:	APPCRASH
 Application Name:	firefox.exe
 Application Version:	69.0.1.7199
 Application Timestamp:	5d80f844
 Fault Module Name:	StackHash_8a73
 Fault Module Version:	0.0.0.0
 Fault Module Timestamp:	00000000
 Exception Code:	c0000005
 Exception Offset:	PCH_1D_FROM_exploitblocker+0x0000000000028868
 OS Version:	6.3.9600.2.0.0.272.7
 Locale ID:	2057
 Additional Information 1:	8a73
 Additional Information 2:	8a735655814856ec2b5c219eae0c7347
 Additional Information 3:	1d4d
 Additional Information 4:	1d4d38c81a1eaeb4e56f6a5b77472335

Read our privacy statement online:

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If the online privacy statement is not available, please read our privacy statement offline:

 C:\Windows\system32\en-GB\erofflps.txt

We use Kaspersky Server 10 Endpoint Security too.

Any ideas? Regards Simon

We have dozens of Server 2012 R2 servers were Firefox doesn't launch and comes up with the following error; Problem signature: Problem Event Name: APPCRASH Application Name: firefox.exe Application Version: 69.0.1.7199 Application Timestamp: 5d80f844 Fault Module Name: StackHash_8a73 Fault Module Version: 0.0.0.0 Fault Module Timestamp: 00000000 Exception Code: c0000005 Exception Offset: PCH_1D_FROM_exploitblocker+0x0000000000028868 OS Version: 6.3.9600.2.0.0.272.7 Locale ID: 2057 Additional Information 1: 8a73 Additional Information 2: 8a735655814856ec2b5c219eae0c7347 Additional Information 3: 1d4d Additional Information 4: 1d4d38c81a1eaeb4e56f6a5b77472335 Read our privacy statement online: http://go.microsoft.com/fwlink/?linkid=280262 If the online privacy statement is not available, please read our privacy statement offline: C:\Windows\system32\en-GB\erofflps.txt We use Kaspersky Server 10 Endpoint Security too. Any ideas? Regards Simon
Quote

Additional System Details

Installed Plug-ins

None

Application

  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:69.0) Gecko/20100101 Firefox/69.0

More Information

Seburo
  • Top 10 Contributor
  • Moderator
855 solutions 6367 answers

Helpful Reply

Hi Simon

The information that you have supplied suggests it is connected to the anti-malware software that you have installed. In order to assist you better, please follow the steps below to provide us crash IDs to help us learn more about your crash.

The crash report is several pages of data. We need the report numbers to see the whole report.

  1. Enter about:crashes in the Firefox address bar and press Enter. A list of Submitted/Unsubmitted Crash Reports will appear, similar to the one shown below.
  2. Copy the 5 most recent Submitted Report IDs that start with bp- and then go back to your forum question and paste those IDs into the "Post a Reply" box.

Note: If a recent Report ID does not start with bp- click on it to submit the report.

(Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.)

aboutcrashesFx57

Thank you for your help!

More information and further troubleshooting steps can be found in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article.

Hi Simon The information that you have supplied suggests it is connected to the anti-malware software that you have installed. In order to assist you better, please follow the steps below to provide us crash IDs to help us learn more about your crash. '''The crash report is several pages of data.''' '''We need the report numbers to see the whole report.''' #Enter ''about:crashes'' in the Firefox address bar and press Enter. A list of Submitted/Unsubmitted Crash Reports will appear, similar to the one shown below. #Copy the '''5''' most recent Submitted Report IDs that start with '''bp-''' and then go back to your forum question and paste those IDs into the "Post a Reply" box. ''' Note:''' If a recent Report ID does not start with '''bp-''' click on it to submit the report. (Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.) ;[[Image:aboutcrashesFx57|width=500]] Thank you for your help! More information and further troubleshooting steps can be found in the [[Firefox crashes - Troubleshoot, prevent and get help fixing crashes]] article.
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Question owner

Hello

Thanks for coming back so Quickly. There aren't any sent reports and Firefox doesn't open enough to get the page as the crash seems to be immediate. Is there any other way of getting the error dump?

I can start investigating on the Kaspersky AV side in the meantime. Funny thing is that I have machines with the same combination that work so its a bit of a weird one.

Thank you Simon

Hello Thanks for coming back so Quickly. There aren't any sent reports and Firefox doesn't open enough to get the page as the crash seems to be immediate. Is there any other way of getting the error dump? I can start investigating on the Kaspersky AV side in the meantime. Funny thing is that I have machines with the same combination that work so its a bit of a weird one. Thank you Simon
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Seburo
  • Top 10 Contributor
  • Moderator
855 solutions 6367 answers

Hi

Please perform the following steps to give us a crash report ID that helps us find out more about the cause of the crash.

  1. On the keyboard, press [Windows] Windows key + [R]. This should bring up a Run window that contains a text field.
  2. In that text field, type %APPDATA% and press Enter. An explorer window should open.
  3. From that explorer window, double-click on the Mozilla folder, then double-click on Firefox and then on Crash reports. Double-click on submitted.
  4. Now, you should see a list of files that contain reports. Go to View > Arrange Icons by > Modified to get the most recent files at the top of the window.
  5. Open the most recent 5 files with a text editor and copy the IDs.
  6. Paste each ID with bp- into the reply window on the forums.

Thanks in advance!

Hi Please perform the following steps to give us a crash report ID that helps us find out more about the cause of the crash. #On the keyboard, press [Windows] [[Image:Windows key]] + [R]. This should bring up a Run window that contains a text field. #In that text field, type '''%APPDATA%''' and press Enter. An explorer window should open. #From that explorer window, double-click on the ''Mozilla'' folder, then double-click on ''Firefox'' and then on ''Crash reports''. Double-click on ''submitted''. #Now, you should see a list of files that contain reports. Go to ''View'' > ''Arrange Icons by'' > ''Modified'' to get the most recent files at the top of the window. #Open the most recent 5 files with a text editor and copy the IDs. #Paste each ID with '''bp-''' into the reply window on the forums. Thanks in advance!
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Question owner

Already checked in there and there isn't a Submitted folder so I am guessing it has never been able to Submit any.

I am updated the AV but don't think that has helped (was on version 10.1 and now on 10.1.2).

Next will try removing the AV and see if it works on one of the server.

Will keep you posted but if there is any other way of troubleshooting please let me know.

Regards Simon

Already checked in there and there isn't a Submitted folder so I am guessing it has never been able to Submit any. I am updated the AV but don't think that has helped (was on version 10.1 and now on 10.1.2). Next will try removing the AV and see if it works on one of the server. Will keep you posted but if there is any other way of troubleshooting please let me know. Regards Simon
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jscher2000
  • Top 10 Contributor
8837 solutions 72222 answers

Yes, the PCH_1D_FROM_exploitblocker looks interesting.

Firefox 68 introduced a new Launcher process which better inhibits DLL injections and that can create problems with some security software that wasn't updated in time. Of course, that was more than two months ago, so perhaps it's not relevant, but just in case, here's more info:

https://wiki.mozilla.org/Platform/Integration/InjectEject/Launcher_Process/

Yes, the <code>PCH_1D_FROM_exploitblocker</code> looks interesting. Firefox 68 introduced a new Launcher process which better inhibits DLL injections and that can create problems with some security software that wasn't updated in time. Of course, that was more than two months ago, so perhaps it's not relevant, but just in case, here's more info: https://wiki.mozilla.org/Platform/Integration/InjectEject/Launcher_Process/
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jscher2000
  • Top 10 Contributor
8837 solutions 72222 answers

Hi Simon, although not directly on point, you might consider testing the Extended Support Release of Firefox 68 for improved feature stability.

https://www.mozilla.org/firefox/enterprise/

Hi Simon, although not directly on point, you might consider testing the Extended Support Release of Firefox 68 for improved feature stability. https://www.mozilla.org/firefox/enterprise/
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Question owner

Got the enterprise version now but still same issue. Will report to Kaspersky as well as likely they can do something to resolve this from their end. Thank you for your help everyone.

Will update the post if I get some progress. Regards Simon

Got the enterprise version now but still same issue. Will report to Kaspersky as well as likely they can do something to resolve this from their end. Thank you for your help everyone. Will update the post if I get some progress. Regards Simon
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Question owner

I have been working with Kaspersky and they have a Critical Fix

critical_fix_core_1(15262)

This has not been released as of yet but will be being in the not too distant future and appears to resolve the problem.

If you have other users that use Kaspersky Server Protection then it would be worth making a note that it will be resolved soon.

Regards Simon

I have been working with Kaspersky and they have a Critical Fix critical_fix_core_1(15262) This has not been released as of yet but will be being in the not too distant future and appears to resolve the problem. If you have other users that use Kaspersky Server Protection then it would be worth making a note that it will be resolved soon. Regards Simon
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