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My browser crashes when I try to access my Santander online account


Hi, For the past 2 months I have had problems when trying to access my online account with Santander.

The problem starts when I am forwarded to my log in screen. After typing in my details and pressing enter the Mozilla browser crashes. The only way I can come out of Mozilla is by using the Control/Alt/Delete function, I can then end the task from this option.

After using this method there is a bigger problem, I can not open any more browsers. After clicking on the internet browsers I have I just get nothing, and I have to restart the computer before I have access to my browsers again. The only way I can access my accounts through my browser is my clearing my cache before I access the site. Although, this is only a temporary fix and after a day or two I get the same issue.

The frustrating thing is this has not been happening long but I certainly don't want to have to clear my history every time I need to visit my bank account......!

Help Please!!



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.
  • Next Generation Java Plug-in 1.6.0_38 for Mozilla browsers
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • npsitesafety
  • iTunes Detector Plug-in
  • Google Update
  • Adobe PDF Plug-In For Firefox and Netscape "9.5.2"
  • 4.1.10329.0
  • GEPlugin
  • The plug-in allows you to open and edit files using Microsoft Office applications
  • Unity Player 2.6.1f3
  • Adobe Shockwave for Director Netscape plug-in, version 11.5


  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:17.0) Gecko/20100101 Firefox/17.0

More Information

  • Top 10 Contributor
416 solutions 4930 answers

We're sorry to hear that your Firefox seems to be crashing. 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. Enter about:crashes in the Firefox location bar (that's where you enter your website names) and press Enter. You should now see a list of submitted crash reports.
  2. Copy the most recent 5 report IDs that you see in the crash report window and paste them into your forum response.

Thanks in advance for your help!

More information and further troubleshooting steps can be found in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article. _________________________________________________________________________________

Try the Firefox Safe Mode to see how it works there. The Safe Mode is a troubleshooting mode, which disables most add-ons.

(If you're not using it, switch to the Default theme.)

  • You can open the Firefox 4.0+ Safe Mode by holding the Shift key when you use the Firefox desktop or Start menu shortcut.
  • Or use the Help menu item and click on the Restart with Add-ons Disabled... menu item while Firefox is running.

Don't select anything right now, just use "'Start in Safe Mode" To exit the Firefox Safe Mode, just close Firefox and wait a few seconds before using the Firefox shortcut (without the Shift key) to open it again. If it is good in the Firefox Safe Mode, your problem is probably caused by an extension, and you need to figure out which one.

Please follow the Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems article for that.

When you figure out what's causing your issues, please let us know. It might help other users who have the same problem.

Question owner

Hi there,

Thanks for your quick response. I have listed the crash reports as you requested below, although looking at the dates there seems to be no crash report for this morning?

9a61c067-802e-4fa5-aeec-08889aba0f57 98d3b1bf-8dd9-4175-817d-eb5ae3e8d48d a0d7130e-19c9-40ca-b6a6-588fdd5dbcbe bcf6835f-f75e-4586-bfe1-5abcdd3d8fa8 bp-fcd8b326-607e-4a91-87b0-a7bdb2121210

I shall try starting firefox in safe mode and see what errors - if any-I get and then report back to you

Question owner



I started firefox in safe mode and attempted to log on to Santander, unfortunately the problem still persists, which would, i believe, mean that the add on's are fine. As I previously posted, it seems to clear the fault temporarily when I clear my cache from Mozilla "clear recent history".

I have posted a screen shot although this wont really show much, only that firefox has crashed.

Again thanks for your help

colinyeates 0 solutions 1 answers

I have the same problem on Santander & HSBC - and today its started in Barclays too! I have reinstalled, cleared cache, run in safe mode etc.... nothing works. Been like it since 16. Time to dump my much trusted and relaible Firefox by the looks of it. I will miss it after all these years.....unless there's an instant, easy solution?

  • Top 10 Contributor
  • Moderator
10762 solutions 96861 answers

Try to boot the computer in Windows Safe mode with network support (press F8 on the boot screen) as a test to see if that helps.

Create a new profile as a test to check if your current profile is causing the problems.

See "Creating a profile":

If the new profile works then you can transfer some files from an existing profile to the new profile, but be careful not to copy corrupted files.