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firefox crashing - is there FF support we can pay for help?

  • 6 replies
  • 1 has this problem
  • Last reply by cor-el

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we have all Win10 in our enviromnet with 200+ endpoints all running FF as default browser. Our core banking platform is supported in FF and many of our 3rd party apps require us to use FF. Since the FF update in June, we are having random users crash everyday and the only thing that will get them working is to re-install FF we have the latest ESR and the regular version all on latest versions . Out of 200 or so PCs, we have at least 4 or 5 random users crashing daily. its not happening for me, but for many others its a regular thing.

Is there a paid option for FF support to help troubleshoot this? we cannot just go to another browser at this time. below is an example of error. can provide crash reports if needed. we have sent some crash reports but nothing so far has fixed this. Boss man thinks its due to one program or another causing this to close xul.dll __ just started crashing again with every launch.

AvailablePageFile: 10948079616 AvailablePhysicalMemory: 3160023040 AvailableVirtualMemory: 138531589087232 BreakpadReserveAddress: 2081169473536 BreakpadReserveSize: 83886080 BuildID: 20200429190206 CPUMicrocodeVersion: 0xb4 CrashTime: 1588969132 FramePoisonBase: 9223372036600889344 FramePoisonSize: 65536 InstallTime: 1588767561 ModuleSignatureInfo: {"McAfee, Inc.":["EpMPThe.dll","EpMPApi.dll"],"Microsoft Corporation":["msvcp140.dll","msvcp140.dll","VCRUNTIME140.dll","VCRUNTIME140.dll"],"Microsoft Windows":["nsi.dll","NapiNSP.dll","pnrpnsp.dll","winrnr.dll","winmm.dll","webauthn.dll","DWrite.dll","wsock32.dll","WINMMBASE.dll","usp10.dll","wbemsvc.dll","wbemprox.dll","wbemcomn.dll","version.dll","dbgcore.dll","dbghelp.dll","wtsapi32.dll","dhcpcsvc.dll","avrt.dll","credui.dll","nlaapi.dll","d3d11.dll","wshbth.dll","uxtheme.dll","dwmapi.dll","ntmarta.dll","DXCore.dll","dxgi.dll","IPHLPAPI.DLL","dnsapi.dll","mswsock.dll","CRYPTBASE.DLL","devobj.dll","userenv.dll","umpdc.dll","powrprof.dll","msasn1.dll","kernel.appcore.dll","profapi.dll","","msvcp_win.dll","cryptsp.dll","bcrypt.dll","wintrust.dll","ucrtbase.dll","gdi32full.dll","crypt32.dll","KERNELBASE.dll","cfgmgr32.dll","bcryptPrimitives.dll","win32u.dll","oleaut32.dll","msvcrt.dll","sechost.dll","user32.dll","advapi32.dll","psapi.dll","SHCore.dll","shlwapi.dll","combase.dll","ws2_32.dll","setupapi.dll","imm32.dll","clbcatq.dll","shell32.dll","gdi32.dll","rpcrt4.dll","ole32.dll","kernel32.dll","ntdll.dll"],"Mozilla Corporation":["firefox.exe","xul.dll","nss3.dll","mozglue.dll","lgpllibs.dll"]} ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: esr SafeMode: 0 SecondsSinceLastCrash: 1414 StartupCrash: 1 StartupTime: 1588969132 SystemMemoryUsePercentage: 62 ThreadIdNameMapping: 680:"Gecko_IOThread",18824:"JS Watchdog",19360:"JS Helper",2804:"JS Helper",1884:"JS Helper",14320:"JS Helper",1656:"JS Helper",13604:"JS Helper",12392:"JS Helper",16680:"JS Helper",4912:"Timer",16648:"Link Monitor",12732:"Socket Thread",15080:"BGReadURLs",6128:"LSP Annotator", Throttleable: 1 TotalPageFile: 18174980096 TotalPhysicalMemory: 8511303680 TotalVirtualMemory: 140737488224256 URL: UptimeTS: 3.04721 Vendor: Mozilla Version: 68.8.0

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

All Replies (6)

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Hi gdonohue, sorry to hear about the crashes. Mozilla does not offer paid support options.

Could you share several recent crash report IDs from the about:crashes page? More info in this article: Firefox crashes - asking for support.

If you want to see what information that makes available, you can look up the report number here: (search box upper right)

Could you ask one or two of the most affected users to test in Firefox's Safe Mode? In its Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, any userChrome.css/userContent.css files, and some other advanced features to help you assess whether these are causing the problem.

If Firefox is not running: Hold down the Shift key when starting Firefox. (On Mac, hold down the option/alt key instead of the Shift key.)

If Firefox is running: You can restart Firefox in Safe Mode using either:

  • "3-bar" menu button > "?" Help button > Restart with Add-ons Disabled
  • (menu bar) Help menu > Restart with Add-ons Disabled

and OK the restart.

Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).

Any improvement?

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wow, thanks for your relpy jscher2000! I have 2 users who recently reported the issue now running in safe mode. if this should fix it, is there a way to set to always open in safe mode? pretty sure i could disable safe mode in group policy but not sure if there is a setting in GP to always enable it.

Here are some recent crash reports. bp-ed66beb3-d4de-4c76-bfbb-32e740200721 7/21/2020, 8:44 AM View bp-195a1f10-5be8-48e9-b4ab-edb3c0200721 7/21/2020, 8:42 AM View bp-1a689ff1-8639-443c-abae-e0c970200721 7/21/2020, 8:36 AM --- bp-29e2b4ef-df2d-4256-a38b-6ddc20200714 7/14/2020, 8:25 AM View bp-a5ddf126-08bf-47ab-9538-3bf6b0200714 7/14/2020, 8:09 AM View bp-fa74711c-5e86-4896-93c0-1493b0200714 7/14/2020, 8:03 AM View bp-0bc156ea-255f-49e2-90a6-315910200714 7/14/2020, 8:01 AM View bp-543ea84e-d5db-4ab9-bf2b-9a26a0200714 7/14/2020, 8:01 AM View bp-5c696e54-811f-4b1f-9fba-c85ed0200714 7/14/2020, 8:00 AM View bp-50150c66-4b88-4d4c-ad55-798340200710 7/10/2020, 8:46 AM View bp-8b7853f9-1fcb-494d-a2a5-4c4460200710 7/10/2020, 8:29 AM View bp-d576b23b-9346-4550-ad15-8eb760200710 7/10/2020, 8:26 AM

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The first 3 of those reports have the signature sqlite3AtoF and occurred in a thread labeled "mozStorage #1" or "mozStorage #2". There are many reasons Firefox might need to open databases in the first 10 seconds after startup, so it is difficult to relate this to any particular feature. When I click "More Reports" there are only four in the past month, three of which appear to be your user. Maybe there is a locked or corrupted file?

If it isn't possible to narrow down the particular database, it's possible to rename the storage folder as a possible workaround. Open the user's active Firefox profile folder using either

  • "3-bar" menu button > "?" Help > Troubleshooting Information
  • (menu bar) Help > Troubleshooting Information
  • type or paste about:support in the address bar and press Enter

In the first table on the page, on the Profile Folder row, click the "Open Folder" button. This should launch a new window listing various files and folders in Windows/File Explorer.

Leaving that window open, switch back to Firefox and Exit, either:

  • "3-bar" menu button > Exit
  • (menu bar) File > Exit

Pause while Firefox finishes its cleanup, then right-click the storage folder and Rename to storageOLD.

Firefox should start rebuilding program, site, and add-on storage databases during the next session.

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The next 6 relate to Telemetry, but I can't tell what Firefox is doing at the moment the problem occurs. There probably is a way to force off telemetry as a test.

The last 3 have the signature js::frontend::NewLexicalScopeData and occur in the startup thread. I don't know what Firefox is doing at that point that could cause a memory violation. Only four reports of this signature in the past month, so either it is something very new or very unique to that user's system.

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Thanks again jscher2000, When they get a crash cycle FF closes and we only have the crash report visible. I did re-name the storage folder after re-installing for a few people to see if that will help. i can send the directions around if you think renaming the storage folder will help for other users. we've also been testing installing the NON ESR version to see if it helps but i've seen a few on the latest non ESR also get the crash cycle.. We are still having the problem, at least 5 or 6 random users a day will get a crash cycle where nothing will fix it other than reinstalling. We normally have a few first thing in the morning and then others at random times throughout the day. Here are a few more users recent crash reports if they help at all. Thank you for your time!

MW 8/25

bp-230bc774-a062-48d9-85d4-d3cbf0200825 8/25/2020, 10:05 AM View bp-7e561280-f443-4caf-aa54-805c50200825 8/25/2020, 8:23 AM View bp-df20735d-d3c9-45f6-9a70-e49bf0200825 8/25/2020, 8:18 AM View bp-6420fe10-bfbb-4867-9fe8-cda080200825 8/25/2020, 8:18 AM View bp-60e91385-07ef-4fca-93a3-5357f0200825 8/25/2020, 8:17 AM View bp-d8465629-14b9-47a8-b175-50b4d0200825 8/25/2020, 8:17 AM View bp-127cf0c8-c703-4453-9b6c-df28b0200825 8/25/2020, 7:26 AM View bp-c8079955-cd75-4088-bc7c-582140200819 8/19/2020, 7:08 AM View bp-20048c43-109b-4b43-93b1-84a200200819 8/19/2020, 7:08 AM

LBs 559 esr 68.11

Submitted Crash Reports Report ID Date Submitted bp-57cb5309-eb01-421e-ac9e-77a040200818 8/18/2020, 8:09 AM View bp-018aaa92-a480-4934-968a-d090a0200818 8/18/2020, 8:07 AM View bp-0237cfda-a1a1-4c33-8a20-560d30200818 8/18/2020, 8:07 AM View bp-2cacfb8b-d1a4-4f7a-98c8-0aac40200818 8/18/2020, 8:07 AM View bp-332e2bc7-aa9b-4525-8548-1ea040200812 8/12/2020, 9:10 AM View bp-f1062ee5-4d62-4ceb-93f4-3713e0200812 8/12/2020, 9:09 AM View bp-c385d1dd-a0ce-400e-85ab-f72840200812 8/12/2020, 9:06 AM View bp-47908343-f71a-47b6-8ffc-6696a0200812 8/12/2020, 9:04 AM View bp-bba162dc-adc2-4e01-aa6c-65ec10200812 8/12/2020, 9:02 AM View bp-2c66d657-233c-4f47-a5c4-7edc90200812 8/12/2020, 9:02 AM View bp-3074f53c-aea5-4921-96a9-8a6420200812 8/12/2020, 9:02 AM View bp-e15420f0-2052-4865-8ea4-deb6a0200812 8/12/2020, 9:02 AM View bp-1012195a-42bb-474d-acad-b625b0200812 8/12/2020, 9:00 AM View bp-27d5260c-596c-49fc-b034-b70f40200812 8/12/2020, 8:53 AM View bp-0f0a89d7-44ef-40bb-b1fe-315190200812 8/12/2020, 8:52 AM View bp-3724a31c-0447-44fd-a650-2b0550200812 8/12/2020, 8:52 AM View bp-fd06e31c-33db-48cf-807e-232c90200812 8/12/2020, 8:52 AM

kaitlin 552 had latest version 68.11

bp-fee60f57-93e8-4598-9409-5a8030200818 8/18/2020, 9:34 AM View bp-178012d6-b5f9-456e-8a16-22caa0200818 8/18/2020, 9:30 AM View bp-4a5107c7-4efc-4ea0-bd0c-82b4a0200818 8/18/2020, 9:26 AM View bp-ee448a40-9fa3-4df5-a9ba-c6a590200818 8/18/2020, 9:26 AM View bp-eb6b3186-e5f8-4096-9277-407590200818 8/18/2020, 9:25 AM View bp-bd310b16-b5e2-4d5e-9287-cdef20200818 8/18/2020, 9:24 AM View bp-49a68592-828f-4fd2-a642-516970200818 8/18/2020, 9:24 AM View bp-330fe253-2ec8-471e-9d68-be0f40200818 8/18/2020, 9:24 AM View bp-b5c4653e-4fdf-43db-a346-0d7e00200818 8/18/2020, 9:24 AM View bp-a5511661-8a41-4859-a294-5593a0200818 8/18/2020, 9:20 AM View bp-1dbc8d88-5be2-41cf-8e81-9fc1f0200818 8/18/2020, 9:19 AM

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Maybe create a new profile as a quick test to see if the current profile is causing the problem.

See "Creating a profile":

If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems.