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firefox freezes when I try to access some password-protected sites

Posted

Since Firefox updated to 17.0.1, every day I have this problem. Often when I access a site like ebay or my bank, after entering my password, Firefox freezes. When I close Firefox and try to start it again, it does not start. Internet Explorer then will not start either. I need to reboot. I never had this problem before 17.0.1. I have a desktop running Windows XP and all up to date.

Chosen solution

It seems the problem is solved by updating Trusteer Rapport to the latest version: 1207.40. I don't know why the Rapport software was not updated automatically on my PC but when I updated it manually the problem disappeared.

Tom

Read this answer in context 5

Additional System Details

Installed Plug-ins

  • Shockwave Flash 11.5 r502
  • The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more information, visit the QuickTime Web site.
  • Amazon MP3 Downloader Plugin 1.0.17
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • Next Generation Java Plug-in 10.9.2 for Mozilla browsers
  • Adobe PDF Plug-In For Firefox and Netscape 11.0.0
  • Google Update
  • RealJukebox Netscape Plugin
  • RealNetworks(tm) RealPlayer Chrome Background Extension Plug-In
  • RealPlayer(tm) HTML5VideoShim Plug-In
  • RealPlayer(tm) LiveConnect-Enabled Plug-In
  • RealPlayer Download Plugin
  • Picasa plugin
  • GEPlugin
  • ScorchPlugin
  • Windows Presentation Foundation (WPF) plug-in for Mozilla browsers
  • DRM Netscape Network Object
  • Npdsplay dll
  • DRM Store Netscape Plugin

Application

  • User Agent: Mozilla/5.0 (Windows NT 5.1; rv:17.0) Gecko/20100101 Firefox/17.0

More Information

Application Basics
Name
Firefox
Version
17.0.1
User Agent
Mozilla/5.0 (Windows NT 5.1; rv:17.0) Gecko/20100101 Firefox/17.0
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
Java Console
6.0.33
false
{CAFEEFAC-0016-0000-0033-ABCDEFFEDCBA}
Microsoft .NET Framework Assistant
0.0.0
false
{20a82645-c095-46ed-80e3-08825760534b}
RealPlayer Browser Record Plugin
15.0.4
false
{97E22097-9A2F-45b1-8DAF-36AD648C7EF4}
Important Modified Preferences
Name
Value
browser.cache.disk.capacity
358400
browser.cache.disk.smart_size.first_run
false
browser.cache.disk.smart_size.use_old_max
false
browser.cache.disk.smart_size_cached_value
358400
browser.places.smartBookmarksVersion
4
browser.startup.homepage
file:///C:/Documents%20and%20Settings/User/My%20Documents/CS/bookmark.htm
browser.startup.homepage_override.buildID
20121128204232
browser.startup.homepage_override.mstone
17.0.1
browser.tabs.warnOnClose
false
extensions.lastAppVersion
17.0.1
network.cookie.prefsMigrated
true
places.database.lastMaintenance
1355161859
places.history.expiration.transient_current_max_pages
40252
privacy.sanitize.migrateFx3Prefs
true
security.warn_viewing_mixed
false
Graphics
Adapter Description
NVIDIA GeForce4 MX 4000 (Microsoft Corporation)
Vendor ID
0x10de
Device ID
0x0185
Adapter RAM
Unknown
Adapter Drivers
nv4_disp
Driver Version
5.6.7.3
Driver Date
4-7-2004
WebGL Renderer
Blocked for your graphics driver version. Try updating your graphics driver to version 257.21 or newer.
GPU Accelerated Windows
0. Blocked for your graphics driver version. Try updating your graphics driver to version 257.21 or newer.
AzureCanvasBackend
cairo
AzureFallbackCanvasBackend
none
AzureContentBackend
none
JavaScript
Incremental GC
1
Accessibility
Activated
0
Prevent Accessibility
0
Library Versions
Expected minimum version
Version in use
NSPR
4.9.2
4.9.2
NSS
3.13.6.0 Basic ECC
3.13.6.0 Basic ECC
NSS Util
3.13.6.0
3.13.6.0
NSS SSL
3.13.6.0 Basic ECC
3.13.6.0 Basic ECC
NSS S/MIME
3.13.6.0 Basic ECC
3.13.6.0 Basic ECC

cor-el
  • Top 10 Contributor
  • Moderator
10738 solutions 96600 answers

Reload web page(s) and bypass the cache to refresh possibly outdated or corrupted files.

  • Press and hold Shift and left-click the Reload button.
  • Press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux)
  • Press "Command + Shift + R" (MAC)

Clear the cache and the cookies from sites that cause problems.

"Clear the Cache":

  • Tools > Options > Advanced > Network > Cached Web Content: "Clear Now"

"Remove Cookies" from sites causing problems:

  • Tools > Options > Privacy > Cookies: "Show Cookies"

Start Firefox in Safe Mode to check if one of the extensions (Firefox/Tools > Add-ons > Extensions) or if hardware acceleration is causing the problem (switch to the DEFAULT theme: Firefox/Tools > Add-ons > Appearance).

  • Do not click the Reset button on the Safe mode start window or otherwise make changes.

You can also check for problems caused by recent Flash updates and try these:

  • disable a possible RealPlayer Browser Record Plugin extension for Firefox and update the RealPlayer if installed
  • disable protected mode in Flash 11.3 and later
  • disable hardware acceleration in the Flash plugin

Question owner

Thank you. I followed the instructions but when I restarted Firefox in safe mode I had the same problem: Firefox froze when I accessed a site needing a password.

Tom

cor-el
  • Top 10 Contributor
  • Moderator
10738 solutions 96600 answers

Try to run Firefox in Private Browsing mode as a test to see if that helps.

You can also try to disable the Password Manager.

  • Tools > Options > Security: Passwords: "Remember passwords for sites"

See also the Troubleshooting section here:

Davec33 1 solutions 17 answers

I have exactly the same problem as the OP. I have tried all the above suggestions. I have tried Firefox safe mode, making a new profile, turn off my firewall, clear cookies & history. Password manager is disabled.

This is a very intermittent problem, but never happened with Firefox 16. Very annoying to have to reboot computer every time it happens. There are several posts on this forum mentioning similar problem with Firefox freezing when trying to log in to a website. I have had the problem with Ebay, PayPal and my financial site.

I have also tried Firefox 18 beta for a week and never had a freeze, but there is a possibility that Trusteer Rapport software could be causing the problem (it is disabled with 18 beta).

I would be interested to know if Cunnith has Rapport installed.

Question owner

I do indeed have Rapport installed. I have just stopped it and, so far, have not had a freeze. Early days yet but I'm hopeful Davec33 may have identified the problem.

Tom

Chosen Solution

It seems the problem is solved by updating Trusteer Rapport to the latest version: 1207.40. I don't know why the Rapport software was not updated automatically on my PC but when I updated it manually the problem disappeared.

Tom

Davec33 1 solutions 17 answers

Good catch Tom - definitely something wrong with Trusteer Rapport updates. Same as you, I was showing version 1205.17 When I click on "check for update" it came back saying "you are running the latest Rapport configuration" ! I did complete uninstall, and then reinstall and now have 1207.40

Question owner

Trusteer tell me "We have yet to release 1207.40 to all of our users using the auto-update feature. We appreciate the information you have provided us with."

silverfox47 0 solutions 1 answers

Helpful Reply

Had the same problem - Firefox would freeze on any password entry. Updated Trusteer Rapport to latest version and problem went away. Rapport was installed from my bank website but you can update your version from the Trusteer website as well.

tapwash 0 solutions 1 answers

Had the same problem. Contacted Trusteer Rapport & they were most helpful. Downloaded latest version & bingo! problem solved.

alexiae 0 solutions 1 answers

I have Firefox 18 (the latest update) and am having the same problem. Anytime I try to login into my banks, ebay or Paypal, Firefox crashes. I have to go to Task Manager to close it and then I cannot reopen it until I have restarted my computer. This is a huge pain. I do not have Trusteer on my computer.....Can someone please help?

nickpashley 1 solutions 10 answers

I am like you alexiae, I have started Firefox in safe mode but it makes no difference. Trusteer is not installed on my machine...

nickpashley 1 solutions 10 answers

It still crashed even when you started in safe mode. IE even crashed too.

I then found that Trusteer Rapport had been installed on my machine, so I went to their website and reinstalled it (or installed the latest version) and not only is the machine faster, but it doesn't appear to crash anymore...