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Firefox crashes


On startup, i've got this message:

We're Sorry

Firefox had a problem and crashed. We'll try to restore your tabs and windows when it restarts.

I've followed these steps: http://support.mozilla.org/en-US/kb/firefox-crashes-troubleshoot-prevent-and-get-help#w_get-help-fixing-this-crash

and even in safe mode it won't work.

I uninstalled it and reinstalled firefox 18.0 but it won't work


Modified by Snow

Chosen solution

Hello snowyday49, your crash report is malware related, see : Troubleshoot Firefox issues caused by malware

thank you

Read this answer in context 2

Additional System Details


  • User Agent: Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; Win64; x64; Trident/5.0; .NET CLR 2.0.50727; SLCC2; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; .NET4.0C; InfoPath.3; Creative AutoUpdate v1.40.01)

More Information


  • Top 25 Contributor
  • Moderator
251 solutions 3015 answers

Hello snowyday49,

Thank you for posting here on the Mozilla Support Forums! We appreciate you as a user of Firefox!

Please do a clean reinstall as outlined below.

Certain Firefox problems can be solved by performing a Clean reinstall. This means you remove Firefox and any leftover program files and then reinstall Firefox. Please follow these steps one by one:

  1. Download the latest Desktop version of Firefox from http://www.mozilla.org and save the setup file to your computer.
  2. After the download finishes, close all Firefox windows (click Exit from the Firefox or File menu) and confirm all upcoming messages.
  3. Now, uninstall Firefox by following the steps mentioned in the Uninstall Firefox article.

IMPORTANT: On Windows, the uninstaller has the option to remove your personal data and settings. Make sure that you do not check this option; otherwise all of your bookmarks, passwords, extensions, user customizations and other Firefox user profile data will be removed from your computer.

After uninstalling Firefox on Windows, delete the "Mozilla Firefox" program folder, located by default in one of these locations:

  • (On 32-bit Windows) C:\Program Files\Mozilla Firefox
  • (On 64-bit Windows) C:\Program Files (x86)\Mozilla Firefox
  1. Go to the Windows Start menu and click on "Computer".
  2. In the Explorer window that opens, double click Local Disk (C:) to open the C:\ drive.
  3. Find the "Program Files (x86)" folder or "Program Files" folder.
    • On 32-bit Windows, double-click the Program Files folder to open it.
    • On 64-bit Windows, you will see a "Program Files (x86)" folder AND a "Program Files" folder. Open the Program Files (x86) folder.
  4. Look for a Mozilla Firefox folder. If you find one, right-click it and select Delete and confirm that you want to move the folder to the Recycle Bin.

Now, go ahead and reinstall Firefox:

  1. Double-click the downloaded installation file and go through the steps of the installation wizard.
  2. Once the wizard is finished, choose to directly open Firefox after clicking the Finish button.

Please report back to see if this helped you!

  • Top 25 Contributor
616 solutions 4260 answers

Chosen Solution

Hello snowyday49, your crash report is malware related, see : Troubleshoot Firefox issues caused by malware

thank you

Question owner

Thx ideato that was my problem,

reinstalling everything didn't help and i've already done that one!

This case is solved.

Modified by Snow

  • Top 25 Contributor
  • Moderator
622 solutions 8008 answers

Hi snowyday49,

I am glad the problem was sorted out, but it still causes problems for other Firefox users.

This problem is something that Firefox experts are still looking into.

If you still have any malware logs or the quarantined files perhaps you would be willing to help us all by contacting Tyler by email or this forum's Private Message (see also)

Modified by John99