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Why did my browser start crashing when I have two windows or tabs open and I try to close one of them?

Posted

I updated Firefox yesterday, 1/11/2013, and now when I try to close a second window or an second tab that I have open, my browser crashes. I tried restarting my computer, but that did not help. I was not on a website that I don't normally use or trust. I tried clearing my cookies and the cache, but that just made both windows and tabs close. I clicked the x on the window to close it, and the same for the open tab. I'm going to try to restart my browser again, and then maybe re-install Firefox, but I don't know what to do if that doesn't work. My OS is Windows 7, if that helps or matters.

Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.17 (KHTML, like Gecko) Chrome/24.0.1312.52 Safari/537.17

More Information

Question owner

From Troubleshooting Information: {

 "application": {
   "name": "Firefox",
   "version": "18.0",
   "userAgent": "Mozilla/5.0 (Windows NT 6.1; WOW64; rv:18.0) Gecko/20100101 Firefox/18.0",
   "supportURL": "http://support.mozilla.org/1/firefox/18.0/WINNT/en-US/"
 },
 "modifiedPreferences": {
   "accessibility.typeaheadfind.flashBar": 0,
   "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.history_expire_days.mirror": 180,
   "browser.places.smartBookmarksVersion": 4,
   "browser.places.importBookmarksHTML": false,
   "browser.search.suggest.enabled": false,
   "browser.startup.homepage": "http://www.slacker.com/",
   "browser.startup.homepage_override.buildID": "20130104151925",
   "browser.startup.homepage_override.mstone": "18.0",
   "browser.tabs.warnOnClose": false,
   "extensions.lastAppVersion": "18.0",
   "gfx.blacklist.suggested-driver-version": "257.21",
   "keyword.URL": "http://www.ask.com/web?o=APN10506&l=dis&gct=kwd&qsrc=2869&prt=NIS&chn=retail&geo=US&ver=19&q=",
   "network.cookie.prefsMigrated": true,
   "places.history.expiration.transient_optimal_database_size": 128720076,
   "places.history.expiration.transient_current_max_pages": 80451,
   "places.last_vacuum": 1299900342,
   "places.database.lastMaintenance": 1357277222,
   "print.printer_HP_DeskJet_970Cse.print_margin_top": "0.5",
   "print.printer_HP_DeskJet_970Cse.print_paper_size_unit": 0,
   "print.printer_HP_DeskJet_970Cse.print_edge_right": 0,
   "print.printer_HP_DeskJet_970Cse.print_footerright": "&D",
   "print.printer_HP_DeskJet_970Cse.print_evenpages": true,
   "print.printer_HP_DeskJet_970Cse.print_scaling": "  1.00",
   "print.printer_HP_DeskJet_970Cse.print_bgimages": false,
   "print.printer_HP_DeskJet_970Cse.print_orientation": 0,
   "print.printer_HP_DeskJet_970Cse.print_edge_left": 0,
   "print.printer_HP_DeskJet_970Cse.print_paper_data": 1,
   "print.printer_HP_DeskJet_970Cse.print_in_color": true,
   "print.printer_HP_DeskJet_970Cse.print_margin_bottom": "0.5",
   "print.printer_HP_DeskJet_970Cse.print_unwriteable_margin_bottom": 0,
   "print.print_printer": "HP DeskJet 970Cse",
   "print.printer_HP_DeskJet_970Cse.print_margin_left": "0.5",
   "print.printer_HP_DeskJet_970Cse.print_paper_size_type": 0,
   "print.printer_HP_DeskJet_970Cse.print_unwriteable_margin_top": 0,
   "print.printer_HP_DeskJet_970Cse.print_edge_bottom": 0,
   "print.printer_HP_DeskJet_970Cse.print_bgcolor": false,
   "print.printer_HP_DeskJet_970Cse.print_footerleft": "&PT",
   "print.printer_HP_DeskJet_970Cse.print_unwriteable_margin_left": 0,
   "print.printer_HP_DeskJet_970Cse.print_reversed": false,
   "print.printer_HP_DeskJet_970Cse.print_downloadfonts": false,
   "print.printer_HP_DeskJet_970Cse.print_headerleft": "&T",
   "print.printer_HP_DeskJet_970Cse.print_oddpages": true,
   "print.printer_HP_DeskJet_970Cse.print_paper_height": " 11.00",
   "print.printer_HP_DeskJet_970Cse.print_command": "",
   "print.printer_HP_DeskJet_970Cse.print_shrink_to_fit": true,
   "print.printer_HP_DeskJet_970Cse.print_paper_width": "  8.50",
   "print.printer_HP_DeskJet_970Cse.print_footercenter": "",
   "print.printer_HP_DeskJet_970Cse.print_to_file": false,
   "print.printer_HP_DeskJet_970Cse.print_pagedelay": 500,
   "print.printer_HP_DeskJet_970Cse.print_headerright": "&U",
   "print.printer_HP_DeskJet_970Cse.print_page_delay": 50,
   "print.printer_HP_DeskJet_970Cse.print_headercenter": "",
   "print.printer_HP_DeskJet_970Cse.print_margin_right": "0.5",
   "print.printer_HP_DeskJet_970Cse.print_edge_top": 0,
   "print.printer_HP_DeskJet_970Cse.print_unwriteable_margin_right": 0,
   "privacy.sanitize.timeSpan": 0,
   "privacy.sanitize.migrateFx3Prefs": true,
   "security.warn_viewing_mixed": false
 },
 "graphics": {
   "numTotalWindows": 1,
   "numAcceleratedWindows": 0,
   "windowLayerManagerType": "Basic",
   "numAcceleratedWindowsMessage": [
     "tryNewerDriver",
     "257.21"
   ],
   "adapterDescription": "NVIDIA GeForce G 103M ",
   "adapterVendorID": "0x10de",
   "adapterDeviceID": "0x06ef",
   "adapterRAM": "512",
   "adapterDrivers": "nvd3dumx,nvwgf2umx,nvwgf2umx nvd3dum,nvwgf2um,nvwgf2um",
   "driverVersion": "8.16.11.8766",
   "driverDate": "10-3-2009",
   "adapterDescription2": "",
   "adapterVendorID2": "",
   "adapterDeviceID2": "",
   "adapterRAM2": "",
   "adapterDrivers2": "",
   "driverVersion2": "",
   "driverDate2": "",
   "isGPU2Active": false,
   "direct2DEnabled": false,
   "directWriteEnabled": false,
   "directWriteVersion": "6.1.7601.17789",
   "direct2DEnabledMessage": [
     "tryNewerDriver",
     "257.21"
   ],
   "webglRendererMessage": [
     "tryNewerDriver",
     "257.21"
   ],
   "info": {
     "AzureCanvasBackend": "cairo",
     "AzureFallbackCanvasBackend": "none",
     "AzureContentBackend": "none"
   }
 },
 "javaScript": {
   "incrementalGCEnabled": true
 },
 "accessibility": {
   "isActive": false,
   "forceDisabled": 0
 },
 "libraryVersions": {
   "NSPR": {
     "minVersion": "4.9.4",
     "version": "4.9.4"
   },
   "NSS": {
     "minVersion": "3.14.1.0 Basic ECC",
     "version": "3.14.1.0 Basic ECC"
   },
   "NSSUTIL": {
     "minVersion": "3.14.1.0",
     "version": "3.14.1.0"
   },
   "NSSSSL": {
     "minVersion": "3.14.1.0 Basic ECC",
     "version": "3.14.1.0 Basic ECC"
   },
   "NSSSMIME": {
     "minVersion": "3.14.1.0 Basic ECC",
     "version": "3.14.1.0 Basic ECC"
   }
 },
 "extensions": [
   {
     "name": "Adblock Plus",
     "version": "2.2.1",
     "isActive": true,
     "id": "{d10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d}"
   },
   {
     "name": "Norton Toolbar",
     "version": "2012.5.10.1",
     "isActive": true,
     "id": "{2D3F3651-74B9-4795-BDEC-6DA2F431CB62}"
   },
   {
     "name": "Personas",
     "version": "1.6.2",
     "isActive": true,
     "id": "personas@christopher.beard"
   },
   {
     "name": "Norton Vulnerability Protection",
     "version": "11.1.1.5 - 2",
     "isActive": false,
     "id": "{BBDA0591-3099-440a-AA10-41764D9DB4DB}"
   }
 ]

}

philipp
  • Top 10 Contributor
  • Moderator
2043 solutions 8891 answers

hello erincofran, when you enter about:crashes into the firefox location bar, are there some recently transmitted crash reports listed? if so please copy a few of the latest ids and paste them here - this would give us a better idea of what might be causing the issues. thank you...

Get help fixing this crash

treborsitnay 0 solutions 5 answers

@madperson: I also have been unable to use Firefox since updating from 17.0.2 to 18.0 yesterday morning, due to it now crashing every time either when I launch it, or if it makes it through that, then when I close the "How embarrassing ..." tab after I open another tab, or shortly afterwards either way. And then when the crash report dialog opens, and I either "Restart" Firefox or "Cancel" it, FF crashes again! and opens another crash report popup, and again, and again...

I was forced to use Chrome (which works ;-) right now to get to the forum. Here are the crash IDs since I upgraded:

bp-73450d12-70eb-4a33-970f-444a12130112  1/12/201310:11 AM
bp-5e2efad3-4a8e-4c23-8e98-0f9672130111  1/11/20136:47 PM
bp-2c8ee7ba-90a7-4b1e-a451-9a9402130111  1/11/20134:54 PM
bp-058f9c2f-95ae-4f5d-9c2f-713552130111  1/11/20134:22 PM
bp-58ddf9cb-aa33-427c-8e16-7c16d2130111  1/11/20134:06 PM
bp-e3d3152f-e5d0-4382-9cac-555982130111  1/11/20134:06 PM
bp-89e59236-5229-4eb6-a499-14a8e2130111  1/11/20132:03 PM
bp-b7e5e690-e5ce-4a41-a34d-797f12130111  1/11/20132:03 PM
bp-1185779d-7d7f-495d-b6c7-f390b2130111  1/11/20132:02 PM
bp-c1d8db3f-64db-479a-b3fe-b4b3c2130111  1/11/201312:17 PM
philipp
  • Top 10 Contributor
  • Moderator
2043 solutions 8891 answers

Helpful Reply

hello, unfortunatley those crashes are triggered by the norton confidential 2012/2013 plugin for firefox. according to the bug report associated to the crash signature norton is aware of the issue and planning to release a fix for the bug soon. for details more details it would be best to contact norton's customer support or watch out for updates on symantec's liveupdate.

https://www-secure.symantec.com/norton-support

treborsitnay 0 solutions 5 answers

Thanks again madperson. I'll try to disable the add-on -- if -- I can before Firefox crashes after I load it. (Remember, I cannot load FF in safe mode.)

treborsitnay 0 solutions 5 answers

@madperson: I was able to disable the 2 Norton extensions, and open two additional tabs. But, when I closed a tab, FF crashed again! And Symantec/Norton is not very helpful. So the question is: What do I do next?

philipp
  • Top 10 Contributor
  • Moderator
2043 solutions 8891 answers

hello, the crash is caused by coffplgn.dll - since i'm no norton user i don't know if this is integrated into firefox through an extension (which you can disable) or if the dll is hooking into firefox on a system level. i'm not aware how it would be possible to workaround the second possibility without uninstalling the norton software.

according to bug #783369 (see last comment from alex keybl yesterday) symantec is working on a fix and a patch should arrive soon, via symantec liveupdate i suppose. in the meantime i suppose using an alternative browser is the easiest solution...

Question owner

Thank you madperson. I appreciate your help. :)

John99
  • Top 25 Contributor
  • Moderator
622 solutions 8016 answers

Helpful Reply

I believe Norton Confidential and Norton Identity Safe are both additional to the main AV functionality.

IIRC the Norton Identity Safe allows storage of passwords and maybe also other financial related information. That certainly could be disabled from the Firefox add-ons menu if required. I assume the same is true of Norton Confidential. I did see a comment about Norton expecting to patch Norton Confidential, but I have also seen comments that Norton Confidential is effectively now replaced by Norton Identity Safe.

Have a look at this related thread: /questions/935636 norton does not support firefox 15