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Crash Help Please?

Posted

I downloaded the new version of firefox and after everything was done installing and restarting, I opened firefox to only find it saying "Firefox has crashed". Everytime I tried opening firefox it would only tell me to send a crash report.

So, I uninstalled all firefox programs and tried to download it again using Internet Explorer(which I don't like, it is too slow on my computer) and it said I had to close firefox in order for it to install, but visibly there was no firefox opened since they were all uninstalled.

So how do I get to install the new version of Firefox?

I downloaded the new version of firefox and after everything was done installing and restarting, I opened firefox to only find it saying "'''Firefox has crashed'''". Everytime I tried opening firefox it would only tell me to send a crash report. So, I uninstalled all firefox programs and tried to download it again using Internet Explorer(which I don't like, it is too slow on my computer) and it said I had to close firefox in order for it to install, but visibly there was no firefox opened since they were all uninstalled. So how do I get to install the new version of Firefox?

Modified by User100

Chosen solution

The related bug for that crash report is:

Bug 658780 - Start-up crash with incompatible version of some extensions ...

You need to disable your Firefox extensions. You said before that the Firefox Troubleshoot Firefox issues using Safe Mode "Disable all add-ons" and "Make changes and restart" option didn't work and, if you use the "Continue in Safe Mode" option, you can't open the Firefox Add-ons -> Extensions list? Try again:

Hold the Shift key while starting Firefox, click "Continue in Safe Mode" and then click on the orange Firefox button. Click Add-ons and then Extensions and disable all of them, in particular, any McAfee extensions since "McAfee Site Advisor" was specifically mentioned in the bug report. Then, after all are disabled, restart Firefox to see if it will now start normally.

If that doesn't work then you could create a new Firefox profile, since a new profile should start you off fresh, without added extensions (except for globally-installed extensions; hopefully the problem add-on isn't one of those). See Profile Manager - Create, remove, or switch Firefox profiles .

Since you said that McAfee is out of date, you could also consider uninstalling it through Windows Control Panel and install another antivirus/antimalware program, such as the free Microsoft Security Esssentials, which I use (it will turn off Windows Defender when you install it) . You should also turn on the Windows Firewall, if it's turned off.

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Additional System Details

This happened

Every time Firefox opened

This started when...

Today, after I tried installing the new version.

Application

  • User Agent: Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.0; Trident/5.0; SLCC1; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729)

More Information

AliceWyman
  • Moderator
240 solutions 2585 answers
See [[Installing Firefox on Windows]]

Question owner

I found an answer to what can cause my problem, and it says to close or disable programs such as Spybot. One: How do I disable or close Spybot? Two: I also found the 'run administrater' button. It says I should click that to help me out. I am able to do that but instead of saying "Are you sure you want to run this program?" it just says "continue" and after that, nothing happens. So again, how am I able to re-download Firefox 5.0.1?

I found an answer to what can cause my problem, and it says to close or disable programs such as Spybot. One: How do I disable or close Spybot? Two: I also found the 'run administrater' button. It says I should click that to help me out. I am able to do that but instead of saying "Are you sure you want to run this program?" it just says "continue" and after that, nothing happens. So again, how am I able to re-download Firefox 5.0.1?

Modified by User100

AliceWyman
  • Moderator
240 solutions 2585 answers

I found an answer to what can cause my problem
Where did you find an answer? Could you post a link?

Anyway, to answer your first question, see http://www.safer-networking.org/en/howto/disable.html

I don't understand the second question but if you have downloaded the Firefox Setup 5.0.1.exe file from www.mozilla.com and saved it to your computer, just double-click the file to start the installation. In case it helps, you can try right-clicking the setup file instead, then select "Run as administrator".

You could also try a clean install by first looking for any existing "Mozilla Firefox" folder, usually in C:\Program Files or C:\Program Files(x86), and then deleting that folder before running the installer, as suggested here:

''I found an answer to what can cause my problem''<br> Where did you find an answer? Could you post a link? Anyway, to answer your first question, see http://www.safer-networking.org/en/howto/disable.html I don't understand the second question but if you have downloaded the Firefox Setup 5.0.1.exe file from www.mozilla.com '''and saved it to your computer''', just double-click the file to start the installation. In case it helps, you can try right-clicking the setup file instead, then select "Run as administrator". You could also try a clean install by first looking for any existing "'''Mozilla Firefox'''" folder, usually in C:\Program Files or C:\Program Files(x86), and then deleting that folder before running the installer, as suggested here: *http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Clean_reinstall *https://support.mozilla.com/en-US/questions/796567

Modified by AliceWyman

Question owner

https://support.mozilla.com/en-US/kb/Software%20Update%20Failed#w_run-as-administrator (copy/paste if link doesn't work) It is where it says 'run as administrator' and 'close other programs'.

I was actually able to do the update yesterday night, but now everytime I click on the firefox icon, it does not load at all. It used to say: Firefox crashed. But now nothing appears. Is this already a problem? Or is it just my computer not working?

https://support.mozilla.com/en-US/kb/Software%20Update%20Failed#w_run-as-administrator (copy/paste if link doesn't work) It is where it says 'run as administrator' and 'close other programs'. I was actually able to do the update yesterday night, but now everytime I click on the firefox icon, it does not load at all. It used to say: Firefox crashed. But now nothing appears. Is this already a problem? Or is it just my computer not working?
AliceWyman
  • Moderator
240 solutions 2585 answers

Try restarting the computer. Does Firefox start now?

If not, see http://kb.mozillazine.org/Browser_will_not_start_up under "Windows specific problems" ... you may have another program installed such as ZoneAlarm ForceField that is causing the problem, if you updated Firefox with it enabled. The fix for that is to do a clean reinstall (see my earlier post) with all security programs turned off.

Something else you might try, would be starting Firefox in Troubleshoot Firefox issues using Safe Mode by holding down the shift key while starting Firefox. If Firefox starts in Safe Mode, post back for more help or see Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems.

Try restarting the computer. Does Firefox start now? If not, see http://kb.mozillazine.org/Browser_will_not_start_up under "Windows specific problems" ... you may have another program installed such as ZoneAlarm ForceField that is causing the problem, if you updated Firefox with it enabled. The fix for that is to do a clean reinstall (see my earlier post) with all security programs turned off. Something else you might try, would be starting Firefox in [[Safe Mode]] by holding down the shift key while starting Firefox. If Firefox starts in Safe Mode, post back for more help or see [[Troubleshooting extensions and themes]].

Modified by AliceWyman

Question owner

okay, thank you. I'll try to do the second one, if not then I'll do the first option. Hopefully one of those will work. . . (No, restarting the whole computer does not work, I've tried 5 times with that.)

okay, thank you. I'll try to do the second one, if not then I'll do the first option. Hopefully one of those will work. . . (No, restarting the whole computer does not work, I've tried 5 times with that.)

Modified by User100

Question owner

I was wondering, the only thing I usually update is firefox. Whenever I am asked to do important downloads I skip it, could that be the cause of making Firefox crash?

I did a scan on my computer using the above link you gave me, and it said everything was fine. Safe mode didn't work either.

I was wondering, the only thing I usually update is firefox. Whenever I am asked to do important downloads I skip it, could that be the cause of making Firefox crash? I did a scan on my computer using the above link you gave me, and it said everything was fine. Safe mode didn't work either.
AliceWyman
  • Moderator
240 solutions 2585 answers

If Firefox is still crashing on startup after you turn off all security software and do a clean reinstall , see Firefox crashes when you open it, get a crash report, if possible and post the link here.

Whenever I am asked to do important downloads I skip it,
What important downloads? Do you mean important Windows Updates? It's important to keep Windows updated to fix security vulnerabilities , even if you are using security software. You do have an up-to-date antivirus program and a firewall enabled? Spybot Search and Destroy is not a substitute for an antivirus and firewall protection.

It's possible you have malware on your computer that is causing Firefox to crash (and Internet Explorer problems, too, since you said IE is slow). See Troubleshoot Firefox issues caused by malware for suggestions on dedicated malware scanners and forums that specialize in malware removal.

If Firefox is still crashing on startup after you turn off all security software and do a [http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Clean_reinstall clean reinstall] , see [[Firefox crashes when you open it]], get a crash report, if possible and post the link here. ''Whenever I am asked to do important downloads I skip it,'' <br> What important downloads? Do you mean important Windows Updates? It's important to keep Windows updated to fix security vulnerabilities , even if you are using security software. You do have an up-to-date antivirus program and a firewall enabled? Spybot Search and Destroy is not a substitute for an antivirus and firewall protection. It's possible you have malware on your computer that is causing Firefox to crash (and Internet Explorer problems, too, since you said IE is slow). See [[Is my Firefox problem a result of malware]] for suggestions on dedicated malware scanners and forums that specialize in malware removal.

Modified by AliceWyman

Question owner

I think I'll scan for malware since I had already done a clean reinstall.

As for the important updates, I spent a whole day updating windows and some other stuff and firefox still kept crashing.


I tried to open Firefox in safe mode again, and surprisingly it worked. I followed the steps here where it says, 'Test for faulty extensions': https://support.mozilla.com/en-US/kb/Troubleshooting%20extensions%20and%20themes (Turns out, when you told me to do this, I used different kind of safe-mode)

Because I used firefox in safe mode, all add-ons are automatically disabled. It will not let me view my add-ons, so I can't figure out which add-on(s) are causing the problem.

I think I'll scan for malware since I had already done a clean reinstall. As for the important updates, I spent a whole day updating windows and some other stuff and firefox still kept crashing. ------------------------------ I tried to open Firefox in safe mode again, and surprisingly it worked. I followed the steps here where it says, 'Test for faulty extensions': https://support.mozilla.com/en-US/kb/Troubleshooting%20extensions%20and%20themes (Turns out, when you told me to do this, I used different kind of safe-mode) Because I used firefox in safe mode, all add-ons are automatically disabled. It will not let me view my add-ons, so I can't figure out which add-on(s) are causing the problem.

Modified by User100

cor-el
  • Top 10 Contributor
  • Moderator
17336 solutions 156738 answers

If it does work in Safe-mode then disable all extensions and then try to find which is causing it by enabling one at a time until the problem reappears.

  • Use "Disable all add-ons" on the Troubleshoot Firefox issues using Safe Mode start window to disable all extensions.
  • Close and restart Firefox after each change via "File > Exit" (Mac: "Firefox > Quit"; Linux: "File > Quit")
If it does work in Safe-mode then disable all extensions and then try to find which is causing it by enabling one at a time until the problem reappears. *Use "Disable all add-ons" on the [[Safe mode]] start window to disable all extensions. * Close and restart Firefox after each change via "File > Exit" (Mac: "Firefox > Quit"; Linux: "File > Quit")

Question owner

Hi,

I was able to find the box where it tells me to permanently "Disable all add-ons" on the link you provided above, but after I clicked on 'save changes and restart' button, nothing happened.

So, I assumed that it already saved the changes but couldn't restart and exited out. After that I tried clicking Firefox open again and it still said it kept crashing. I'm guessing it wasn't able to save my changes after I had already click to save the changes.

I clicked on all the options in the Firefox safe mode box after guessing the add-ons weren't the only problem, but again nothing happened after I clicked the 'save changes and restart' button. When I clicked on Firefox it was still crashing.

Is there any other alternative solution?

Hi, I was able to find the box where it tells me to permanently "Disable all add-ons" on the link you provided above, but after I clicked on 'save changes and restart' button, nothing happened. So, I assumed that it already saved the changes but couldn't restart and exited out. After that I tried clicking Firefox open again and it still said it kept crashing. I'm guessing it wasn't able to save my changes after I had already click to save the changes. I clicked on all the options in the Firefox safe mode box after guessing the add-ons weren't the only problem, but again nothing happened after I clicked the 'save changes and restart' button. When I clicked on Firefox it was still crashing. Is there any other alternative solution?

Modified by User100

Question owner

Oh, I found out that it did work since I saw it affect Firefox safe-mode. So if it's not an add-on then what is making my firefox crash all the time? Are there anymore suggestions?

Oh, I found out that it did work since I saw it affect Firefox safe-mode. So if it's not an add-on then what is making my firefox crash all the time? Are there anymore suggestions?
cor-el
  • Top 10 Contributor
  • Moderator
17336 solutions 156738 answers

In Firefox 4 and later Safe mode disables extensions and disables hardware acceleration.

  • Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"

If disabling hardware acceleration works then check if there is an update available for your graphics display driver.

In Firefox 4 and later [http://kb.mozillazine.org/Safe_mode Safe mode] disables extensions and disables hardware acceleration. *Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available" If disabling hardware acceleration works then check if there is an update available for your graphics display driver.
AliceWyman
  • Moderator
240 solutions 2585 answers

Just to repeat and clarify what cor-el said:

If Firefox starts when you open it in Troubleshoot Firefox issues using Safe Mode and click "Continue in Safe Mode", but it does not start when you click the button to "Disable all add-ons" and "Make changes and restart", then you should see if hardware acceleration in Firefox is the problem.

To turn off hardware acceleration, start Firefox in Troubleshoot Firefox issues using Safe Mode again and "Continue in Safe Mode". Open the Advanced panel - Accessibility, browsing, network, updates, and other advanced settings in Firefox then go to the General tab and click inside the box that says, "Use hardware acceleration when available", so that it is cleared. You then have to close Firefox and restart it normally, to see if it solves the problem. This is explained in the Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems article, in the "Turn off hardware acceleration" section.

If Firefox works after you restart it with hardware acceleration turned off, you may wish to update your graphics driver, so that you can re-enable hardware acceleration in Firefox. See Upgrade your graphics drivers to use hardware acceleration and WebGL

Just to repeat and clarify what cor-el said: If Firefox starts when you open it in [[Safe Mode]] and click "Continue in Safe Mode", but it does not start when you click the button to "Disable all add-ons" and "Make changes and restart", then you should see if hardware acceleration in Firefox is the problem. To turn off hardware acceleration, start Firefox in [[Safe Mode]] again and "Continue in Safe Mode". Open the [[Options window - Advanced panel]] then go to the General tab and click inside the box that says, "Use hardware acceleration when available", so that it is cleared. You then have to close Firefox and restart it normally, to see if it solves the problem. This is explained in the [[Troubleshooting extensions and themes]] article, in the "Turn off hardware acceleration" section. If Firefox works after you restart it with hardware acceleration turned off, you may wish to update your graphics driver, so that you can re-enable hardware acceleration in Firefox. See [[How do I upgrade my graphics drivers?]]

Question owner

I have already turned the hardware acceleration off and it still didn't work, so I tried to update it but the update failed. But after opening Firefox about three times(which all ended up crashing) I tried the to open it the fourth time and it didn't crash, but it didn't open either... Anyways thank you all for your help, but I think I'll just give up on Firefox and use it just on safe-mode. I appreciate your patience with me. :)

I have already turned the hardware acceleration off and it still didn't work, so I tried to update it but the update failed. But after opening Firefox about three times(which all ended up crashing) I tried the to open it the fourth time and it didn't crash, but it didn't open either... Anyways thank you all for your help, but I think I'll just give up on Firefox and use it just on safe-mode. I appreciate your patience with me. :)
AliceWyman
  • Moderator
240 solutions 2585 answers

Sorry to hear. You've already gone through the Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems steps (right?) and you did a clean reinstall and checked for malware (right?) so there is nothing else I can suggest except to try and get some crash reports and post the links or crash IDs here. See the "Getting help with your crash" section in Firefox crashes - Troubleshoot, prevent and get help fixing crashes and the "Getting your crash report" section in Firefox crashes when you open it.

Sorry to hear. You've already gone through the [[Troubleshooting extensions and themes]] steps (right?) and you did a [http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Clean_reinstall clean reinstall] and checked for malware (right?) so there is nothing else I can suggest except to try and get some crash reports and post the links or crash IDs here. See the "Getting help with your crash" section in [[Firefox crashes]] and the "Getting your crash report" section in [[Firefox crashes when you open it]].

Modified by AliceWyman

cor-el
  • Top 10 Contributor
  • Moderator
17336 solutions 156738 answers

Which security software (firewall) do you have?


You can also do a malware check with some malware scanning programs.
You need to scan with all programs because each program detects different malware.
Make sure that you update each program to get the latest version of their databases before doing a scan.

See also:

Which security software (firewall) do you have? ---- You can also do a malware check with some malware scanning programs.<br /> You need to scan with all programs because each program detects different malware.<br /> Make sure that you update each program to get the latest version of their databases before doing a scan.<br /> * http://www.malwarebytes.org/mbam.php - Malwarebytes' Anti-Malware * http://www.superantispyware.com/ - SuperAntispyware * http://www.microsoft.com/windows/products/winfamily/defender/default.mspx - Windows Defender: Home Page * http://www.safer-networking.org/en/index.html - Spybot Search & Destroy * http://www.lavasoft.com/products/ad_aware_free.php - Ad-Aware Free See also: * "Spyware on Windows": http://kb.mozillazine.org/Popups_not_blocked

Question owner

Correct AiceWyman, I have done all of them.

Maybe I do have malware, I'll try scanning it with Spybot Search&Destroy. . .

Before I do though, it says that Anti-Vira(I'm not sure if that's how you spell that) is not compatible with my computer so I don't know if that has anything to do with Firefox(pretty sure not).

Correct AiceWyman, I have done all of them. Maybe I do have malware, I'll try scanning it with Spybot Search&Destroy. . . Before I do though, it says that Anti-Vira(I'm not sure if that's how you spell that) is not compatible with my computer so I don't know if that has anything to do with Firefox(pretty sure not).
AliceWyman
  • Moderator
240 solutions 2585 answers

Yes, but what antivirus/firewall software are you using besides Spybot Search and Destroy?

Open Control Panel and go the System Security "Action Center" (or type "Action Center" in the Start Search box), look under Security and tell us what Network Firewall, antivirus protection and malware protection you have, and if it is up-to-date. See http://windows.microsoft.com/en-US/windows7/What-is-Action-Center for details and a screenshot.

In any case, try doing a new malware check with some of the other programs cor-el listed above. Finally, IF AT ALL POSSIBLE, open Firefox again in Troubleshoot Firefox issues using Safe Mode and go to about:crashes (type that into the address bar and enter) and post some of the crash reports here (you can copy the links).

Yes, but what antivirus/firewall software are you using besides Spybot Search and Destroy? Open Control Panel and go the System Security "Action Center" (or type "Action Center" in the Start Search box), look under Security and tell us what Network Firewall, antivirus protection and malware protection you have, and if it is up-to-date. See http://windows.microsoft.com/en-US/windows7/What-is-Action-Center for details and a screenshot. In any case, try doing a new malware check with some of the other programs cor-el listed above. Finally, IF AT ALL POSSIBLE, open Firefox again in [[Safe Mode]] and go to '''about:crashes''' (type that into the address bar and enter) and post some of the crash reports here (you can copy the links).

Question owner

I have McAfee(as firewall and Malware protection, though it is currently out of date and turned off as firewall) and Windows Defender. And IObit Security 360 as spyware protection too.

But I'll check my crashes again from the past week and write the link down here:

Basically they all say the same thing so I guess I'll just put one down:

https://crash-stats.mozilla.com/report/index/443275ae-b7af-47e5-98d4-2c8242110801 (copy/paste if it doesn't work)

I have McAfee(as firewall and Malware protection, though it is currently out of date and turned off as firewall) and Windows Defender. And IObit Security 360 as spyware protection too. But I'll check my crashes again from the past week and write the link down here: Basically they all say the same thing so I guess I'll just put one down: https://crash-stats.mozilla.com/report/index/443275ae-b7af-47e5-98d4-2c8242110801 (copy/paste if it doesn't work)

Modified by User100