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Site "crashes" when attempting to return to inbox after full scan and numerous crash reports.

Posted

Problem just began on 1/25/13. Can view any site on hotmail window or web browser. When finished with site and attempt to return to Firefox site by either X in viewed site or back arrow site crashes and comes up with a crash report site.

I have been sending reports and then attempting to reconnect using reconnect. No solution. I now cancel reconnect to return to Firefox Mozilla and then hit Hotmail in Most viewed.

Very clumsy.

Please advise simple and easy to UNDERSTAND for non teckie. thanks

Additional System Details

Installed Plug-ins

  • Google Update
  • Shockwave Flash 11.5 r502
  • Adobe PDF Plug-In For Firefox and Netscape 10.1.5
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • Next Generation Java Plug-in 10.9.2 for Mozilla browsers
  • A component of your photo software powered by RocketLife
  • 5.1.10411.0
  • NPWLPG
  • 1,2,1,2044
  • The plug-in allows you to open and edit files using Microsoft Office applications
  • Office Authorization plug-in for NPAPI browsers
  • Windows Presentation Foundation (WPF) plug-in for Mozilla browsers

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.0; rv:18.0) Gecko/20100101 Firefox/18.0

More Information

Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6641 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.

Question owner

I tried entering #1 in the spot that I normally enter web pages (with a star logo at end of line) and was advised that this was not a proper way to enter for web pages.

Please give a detailed description of how to access web crashes.

Also, please see original request and make this as simple as possible. I have been retired for nearly 6 years. All my work IT problems were solved by a staff of professionals. I am simply a USER NOT A TECHNICIAN. Thanks for your help.

Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6641 answers

about:crashes is what you should be able to put into the address bar, make sure you type is EXACTLY as you see it:

about:crashes

then press Enter

Question owner

I was able to enter "about crashes" it referred me back to your directions about an "address bar".

You have to be very simple with me. I have entered the requested information on every place I could on your web browser with no joy.

Where exactly on you site do I enter "about crashes"?

The "address bar" is not noted on my computer or in any help source that I have attempted to find. Please bear with me, I am just a user and not a skilled one at that. I enter sites wherever I can get results.

As an afterthought, your web browser only shows 3 or 4 places to enter requests: 1. standard web addresses 2. search requests 3. Foxfire requests (in center of page).

Again I have tried all 3 with no joy and a lot of frustration. My research shows that the requested information would be very helpful but does not tell me how to access (for "dummies") thanks again

Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6641 answers

The Address bar is where you enter in standard web addresses. Please go to that field, delete everything that is there, type in about:crashes, and press enter.

The only reason this wont work is if you are using portable Firefox, is that the case?

Question owner

I was able to enter info. Here are the last 5 crash reports as requested: Submitted Crash Reports



       Report ID
       Date Submitted
     
   
   
   bp-5e4deb31-1407-4fdb-a4a2-19cb321301281/28/201311:09 AMbp-76b377bb-d4fa-4aa1-9ac6-4d5a421301281/28/201311:04 AMbp-c031bbdb-39b3-41b6-a41d-298f321301281/28/201311:03 AMbp-113b86f9-898d-42b7-a92e-34f8c21301281/28/201310:52 AMbp-a95a3837-771c-4aad-9b33-d9c2321301281/28/201310:48 AMbp-4739f8e9-878a-4781-b497-b109b2130128
Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6641 answers

This crash is caused by Norton Confidential. Norton will be releasing an update this week to fix the update (so please run Norton's Live Update every day to receive it) but until then, you can disable Norton Confidential. Type about:addons into the address bar (just like you did for about:crashes) click on extensions, then disable the Norton Extensions.

Question owner

Thanks for pointing me in the right direction.

Problem: site has 2 Norton Add ons enabled 1. Norton Toolbar 2012.5.10.1 2. Norton Vulnerability Protection 11.1.1.5 (disabled).

which one should be disabled?

Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6641 answers

Disable the toolbar.

Question owner

Done.

Should I restart the computer?

Question owner

Problem is not corrected. Please advise if anything additional is required. This is getting to be very frustrating. I am working on a training course that requires me to exit from one module before starting the next.

Every exit that I enter "crashes" Firefox. I have to start the module up and try to find where I left off.

Not the way the system is supposed to work.

Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6641 answers

Norton will be releasing an update for their products this week, please run liveupdate, this should install a toobar update to correct this issue

ideato
  • Top 25 Contributor
617 solutions 4263 answers

Hello rjclark42, disable the Norton Toolbar extension also in the Firefox Add-ons Manager, see : http://kb.mozillazine.org/Firefox_crashes#Crash_when_closing_a_tab_or_exiting_Firefox

thank you

Question owner

Please advise of fix. Norton tool bar extension was disabled. No solution to problem. No Norton updates were found.

Tyler Downer
  • Administrator
  • Moderator
1165 solutions 6641 answers

Please continue to wait for an update from Norton, 2013 is now updated and 2012 should be updating soon.

Question owner

I will wait and use another browser for important work (like income taxes) till 2012 updates are available.