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Why does Firefox on my Windows 7 PC hang (become unresponsive) while it waits for most pages to load or run scripts?

Posted

Firefox hangs (becomes unresponsive) when accessing many sites including Gmail. Eventually, when hung, Firefox will throw up a window saying "WARNING: A script has become unresponsive" or, in the case of Gmail, the page itself will say "Some Gmail features have failed to load due to an internet connectivity problem."

IE8 and Google Chrome are working normally. I've tried Firefox in safe mode, re-installing and even running Firefox portable from a USB thumb drive. Each time with the same result—Firefox hangs or becomes unresponsive while it waits for most pages to load or run scripts.

        1. PC Workstation Environment ####

Firefox 13.0.1 Windows 7 Symantec Endpoint Protection 11.0.6200.754

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Chosen solution

First, try to reset Firefox. Reset Firefox – easily fix most problems. This simple step will eliminate many Firefox problems with only one click.

A few other basic trouble shooting things you can try is this: Run all Windows Updates, install all needed service packs, etc.

Update your graphics driver (Firefox uses your graphics card for some rendering, and an out of date graphics card driver can cause problems. Upgrade your graphics drivers to use hardware acceleration and WebGL

Update all your plugins (Flash, Java, etc.): http://www.mozilla.org/plugincheck/.

Download and Install MalwareBytes Anti-Malware, run a full Scan. http://www.malwarebytes.org/. This helps check that there are no viruses on your computer causing issues. You can uninstall this program after you clean off any infections.

Read this answer in context 2

Additional System Details

Sites Affected

http://mail.google.com

Installed Plug-ins

Java(TM) Platform SE 6 U31 Java Deployment Toolkit 6.0.310.5 Shockwave Flash Google Update Google Earth Plugin ActiveTouch General Plugin Container

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1) AppleWebKit/536.11 (KHTML, like Gecko) Chrome/20.0.1132.43 Safari/536.11

More Information

Application Basics
Name
Firefox
Version
13.0.1
User Agent
Mozilla/5.0 (Windows NT 6.1; rv:13.0) Gecko/20100101 Firefox/13.0.1
Profile Folder
Show Folder
Enabled Plugins
about:plugins
Build Configuration
about:buildconfig
Crash Reports
about:crashes
Memory Use
about:memory
Extensions
Name
Version
Enabled
ID
Adblock Plus
2.1
true
{d10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d}
Important Modified Preferences
Name
Value
browser.cache.disk.capacity
1048576
browser.cache.disk.smart_size.first_run
false
browser.cache.disk.smart_size_cached_value
1003520
browser.places.smartBookmarksVersion
3
browser.startup.homepage_override.buildID
20120614114901
browser.startup.homepage_override.mstone
13.0.1
dom.max_script_run_time
7
extensions.lastAppVersion
13.0.1
network.cookie.prefsMigrated
true
places.database.lastMaintenance
1340901145
places.history.expiration.transient_current_max_pages
78702
privacy.sanitize.migrateFx3Prefs
true
privacy.sanitize.timeSpan
0
security.warn_viewing_mixed
false
Graphics
Adapter Description
ATI Mobility Radeon HD 3450
Vendor ID
0x1002
Device ID
0x95c4
Adapter RAM
256
Adapter Drivers
atiumdag atidxx32 atidxx64 atiumdva atiumd64 atiumd6a atitmm64
Driver Version
8.632.1.1000
Driver Date
8-4-2009
Direct2D Enabled
Blocked for your graphics driver version. Try updating your graphics driver to version 10.6 or newer.
DirectWrite Enabled
false (6.1.7601.17789)
ClearType Parameters
DISPLAY1 [ Gamma: 2200 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 50 ] DISPLAY2 [ Gamma: 2200 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 50 ]
WebGL Renderer
Blocked for your graphics driver version. Try updating your graphics driver to version 10.6 or newer.
GPU Accelerated Windows
0. Blocked for your graphics driver version. Try updating your graphics driver to version 10.6 or newer.
JavaScript
Incremental GC
1
Library Versions
Expected minimum version
Version in use
NSPR
4.9
4.9
NSS
3.13.4.0 Basic ECC
3.13.4.0 Basic ECC
NSS Util
3.13.4.0
3.13.4.0
NSS SSL
3.13.4.0 Basic ECC
3.13.4.0 Basic ECC
NSS S/MIME
3.13.4.0 Basic ECC
3.13.4.0 Basic ECC

Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6639 answers

Chosen Solution

First, try to reset Firefox. Reset Firefox – easily fix most problems. This simple step will eliminate many Firefox problems with only one click.

A few other basic trouble shooting things you can try is this: Run all Windows Updates, install all needed service packs, etc.

Update your graphics driver (Firefox uses your graphics card for some rendering, and an out of date graphics card driver can cause problems. Upgrade your graphics drivers to use hardware acceleration and WebGL

Update all your plugins (Flash, Java, etc.): http://www.mozilla.org/plugincheck/.

Download and Install MalwareBytes Anti-Malware, run a full Scan. http://www.malwarebytes.org/. This helps check that there are no viruses on your computer causing issues. You can uninstall this program after you clean off any infections.

dumdidadida 172 solutions 1436 answers

See also: Problematic Extensions

Modified by dumdidadida

Question owner

Hmm. It seems to be fixed. I'm not sure what did the trick. I disabled the Flash plug-in (11.3.300) and reinstalled the ATI video drivers. Thanks for the support, -- Jon

nocscsupport 0 solutions 2 answers

Your problem sounds like the one that a co-worker and I started to have about the same time. Check your Symantec client management control log. You might see a line like the following.

Date and Time Severity Level Action Test / Production Description API Class Rule Caller Process ID Caller Process Parameter User

2012-07-30 10:48:09 AM 15 Block Production Unauthorized NT call rejected by protection driver. System Built-in rule 1608 FlashplayerPlu FuncID-B6H, R... None

At first we thought that it was a Javascript problem until we noticed this log. The key words are 'Block' and 'FlashPlayerPlu'. This problem recently started for us, perhaps with a software push 1-2 weeks ago. Internet Explorer does not hang when accessing pages with Flash.

The Flash page does eventually load after a long time. However, since the whole browser hangs for a while, for the most part having the Flash plugin enabled makes Firefox unusable if accessing pages with Flash.

Disabling the Flash plugin solves the hanging problem, but I do not know what is causing the problem, nor do I know when a combination of Windows 7, Flash, and Symantec will work. Your later version of Symantec shows that we might have the problem for a while, but I do not know what customization CSC did with Symantec. My coworker did run a complete virus scan, uncovering nothing. Another co-worker is running Windows XP. She does not have the problem, but I do not know what other versions of software she is running.

Symantec Endpoint Protection version 11.0.6100.645

Flash version 11.3.300.268

Firefox version 14.0.1

Windows 7 32-bit service pack 1

Modified by nocscsupport

nocscsupport 0 solutions 2 answers

The control log also showed blocks of the AcroRd32.exe process. Ever since the push of Adobe Reader X onto my machine earlier this year, deleting or moving .pdf files has caused a long hang, such as before the deletion confirmation popup appears. The hanging was proportional to the size of the file, as if a security scan was being done. Using key words from this problem, I found the following 2-year old link. It mentions a 2-year old registry edit workaround between Chrome sandbox and Symantec conflicts. It also refers to SysPlant, a term I have seen while researching this problem.

http://www.symantec.com/connect/forums/google-chrome

SysPlant reverted from 4 to 1 after resetting, so I had wondered whether anything had happened. However, both issues seem to have disappeared. I do not have any idea if I put security of my machine in jeopardy, but at least it is more usable.

Modified by nocscsupport

dumdidadida 172 solutions 1436 answers

Hi nocscsupport,

Thanks for the detailed feedback. It would also be helpful if you could report it here. They may be able to work this out with Symantec.

There could also be another safe way to allow trusted processes in Symantec Endpoint Protection and prevent silent denials. The Symantec support would most likely have helpful pointers in this regard.