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Firefox crashes upon opening, even in safe mode and after uninstalling/reinstalling


Today, all of a sudden I am unable to open Firefox on my Windows 7 computer. The error is the Windoes "Firefox has stopped working" error with the signature below. I've tried uninstalling/reinstalling, along with attempting to open in Safe Mode, and I still get the same error. I also deleted the profile but the same problem exists.

Any help would be great!

Problem signature:

 Problem Event Name:	APPCRASH
 Application Name:	firefox.exe
 Application Version:
 Application Timestamp:	5000b729
 Fault Module Name:	ntdll.dll
 Fault Module Version:	6.1.7601.17725
 Fault Module Timestamp:	4ec49b8f
 Exception Code:	c0000005
 Exception Offset:	0003c45f
 OS Version:	6.1.7601.
 Locale ID:	1033
 Additional Information 1:	0a9e
 Additional Information 2:	0a9e372d3b4ad19135b953a78882e789
 Additional Information 3:	0a9e
 Additional Information 4:	0a9e372d3b4ad19135b953a78882e789

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Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6640 answers

Helpful Reply

We're sorry to hear that your Firefox seems to be crashing when you open it. 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. Press the following shortcut to get a Run window: [Windows] + [R]. This should bring up a window that contains a text field.
  2. In that text field, enter %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 into the reply window on the forums.

Thanks in advance!

You can find more information and troubleshooting steps in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article.

Helpful Reply


When I go to C:\Users\(user)\AppData\Roaming\Mozilla\Firefox\Crash Reports, there is no folder named "submitted", only a folder named pending.

hohopuddles 0 solutions 1 answers

I have this same problem, here is the only id there was 1344198288. I am sure it is because I have uninstalled & reinstalled. I am having to use explorer to

mcherm 0 solutions 1 answers

I seem to be having the same problem.

I am not certain whether this occurred exactly when Windows 7 Service Pack 1 was installed (because this is a work PC I don't know when OS patches are applied), but that's what it is running at the moment. And my current symptom matches this: I have uninstalled Firefox, deleted all user profiles, re-installed, and yet when I attempt to start Firefox (even in safe mode) it crashes.

For what it's worth, some of my most recent crash reports are:

  • Crash ID: bp-ee350e7e-da3d-46fc-89d0-34f092121023
  • Crash ID: bp-fee10dee-b9f0-48fe-bdae-cc3182121023
  • Crash ID: bp-7c2ec70f-b830-42c8-8fb3-4e70d2121023
  • Crash ID: bp-be37909a-45d8-4a8f-ae2f-f2d4c2121023

Does anyone have suggestions about how I can continue troubleshooting this?

NickJames 0 solutions 1 answers

I also have the same Fault. I cannot run Firefox it keeps crashing on open. here are my two submitted crash report IDs

Crash ID: bp-67a84b95-143b-4ca2-8931-8e44a2130111 Crash ID: bp-0607748d-d8a0-4585-aa32-3c22b2130111

any help appreciated



R_Owen 0 solutions 1 answers

Same problem, started last night on an XP machine. Removed, cleaned registry, reinstalled 18. Instant crash in safe mode also. Crash reports; bp-ce27f149-7c9c-4a20-b5d7-733712130111 bp-fac4054b-a9b2-46e1-8dba-81d7b2130111

Any ideas??


Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6640 answers

R_Owen, you appear have malware on your computer. Please try the following:

Run malwarebytes http://www.malwarebytes.org/ (Full scan after fully updating)

Run TDSSKiller http://support.kaspersky.com/faq/?qid=208283363

Then, Reset Firefox. Reset Firefox – easily fix most problems

If you still crash, please let me know.

Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6640 answers

For everyone, this is an old thread about a possibly unrelated crash so I'm locking. Please create your own thread if the above doesn't work for you.

Use this link: Create a new thread

Modified by Noah_SUMO