X
Tap here to go to the mobile version of the site.
Your Firefox is out of date and may contain a security risk! Upgrade Firefox

Support Forum

Continuous We Are Sorry message pop up

Posted

Not sure what happen, but was working fine the night before.

Now when ever I open up Firefox I get the We are Sorry message and continues to loop until the start safe mode appears.

I can start in safe mode with no issues, I've tried disabling all the plug-ins but get the same issue.

Here are some crash report IDs Crash ID: bp-b6bc5116-1812-45e5-a00d-e306f2130228 Crash ID: bp-e5b75a93-ad59-4e43-ad06-56b562130228 Crash ID: bp-af3fde3e-01ec-4174-8fba-ba0982130228 Crash ID: bp-c664e052-5b67-47d1-8c45-2ed002130228

In addition, I get the same issue with internet explorer, I get a loop message saying thet its crashed or stopped working.

Thanks in advance

Additional System Details

Installed Plug-ins

  • Shockwave Flash 11.6 r602
  • npsitesafety
  • iTunes Detector Plug-in
  • The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more information, visit the QuickTime Web site.
  • NVIDIA 3D Vision plugin for Mozilla browsers
  • NVIDIA 3D Vision Streaming plugin for Mozilla browsers
  • Picasa plugin
  • 4.1.10329.0
  • Adobe PDF Plug-In For Firefox and Netscape "9.4.5"
  • Windows Activation Technologies Plugin for Mozilla
  • The plug-in allows you to open and edit files using Microsoft Office applications
  • Office Authorization plug-in for NPAPI browsers

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:20.0) Gecko/20100101 Firefox/20.0

More Information

Application Basics
Name
Firefox
Version
20.0
User Agent
Mozilla/5.0 (Windows NT 6.1; WOW64; rv:20.0) Gecko/20100101 Firefox/20.0
Build Configuration
about:buildconfig
Extensions
Name
Version
Enabled
ID
AVG Security Toolbar
14.2.0.1
false
avg@toolbar
Feedback
1.2.2
false
testpilot@labs.mozilla.com
Important Modified Preferences
Name
Value
accessibility.typeaheadfind.casesensitive
1
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.places.importBookmarksHTML
false
browser.places.smartBookmarksVersion
4
browser.startup.homepage_override.buildID
20130220104816
browser.startup.homepage_override.mstone
20.0
browser.tabs.warnOnClose
false
dom.mozApps.used
true
dom.w3c_touch_events.expose
false
extensions.lastAppVersion
20.0
gfx.direct3d.prefer_10_1
true
keyword.URL
http://isearch.avg.com/search?cid=%7B5744b10a-3275-457d-bdd7-00026cd6b9af%7D&mid=25b474592b3d4176b7da950f5766e262-fd49d4
network.cookie.prefsMigrated
true
places.database.lastMaintenance
1361696715
places.history.expiration.transient_current_max_pages
104858
places.history.expiration.transient_optimal_database_size
167772160
places.last_vacuum
1303040622
plugin.disable_full_page_plugin_for_types
application/pdf
print.print_printer
Microsoft XPS Document Writer
print.printer_Microsoft_XPS_Document_Writer.print_bgcolor
false
print.printer_Microsoft_XPS_Document_Writer.print_bgimages
false
print.printer_Microsoft_XPS_Document_Writer.print_command
print.printer_Microsoft_XPS_Document_Writer.print_downloadfonts
false
print.printer_Microsoft_XPS_Document_Writer.print_edge_bottom
0
print.printer_Microsoft_XPS_Document_Writer.print_edge_left
0
print.printer_Microsoft_XPS_Document_Writer.print_edge_right
0
print.printer_Microsoft_XPS_Document_Writer.print_edge_top
0
print.printer_Microsoft_XPS_Document_Writer.print_evenpages
true
print.printer_Microsoft_XPS_Document_Writer.print_footercenter
print.printer_Microsoft_XPS_Document_Writer.print_footerleft
&PT
print.printer_Microsoft_XPS_Document_Writer.print_footerright
&D
print.printer_Microsoft_XPS_Document_Writer.print_headercenter
print.printer_Microsoft_XPS_Document_Writer.print_headerleft
&T
print.printer_Microsoft_XPS_Document_Writer.print_headerright
&U
print.printer_Microsoft_XPS_Document_Writer.print_in_color
true
print.printer_Microsoft_XPS_Document_Writer.print_margin_bottom
0.5
print.printer_Microsoft_XPS_Document_Writer.print_margin_left
0.5
print.printer_Microsoft_XPS_Document_Writer.print_margin_right
0.5
print.printer_Microsoft_XPS_Document_Writer.print_margin_top
0.5
print.printer_Microsoft_XPS_Document_Writer.print_oddpages
true
print.printer_Microsoft_XPS_Document_Writer.print_orientation
0
print.printer_Microsoft_XPS_Document_Writer.print_page_delay
50
print.printer_Microsoft_XPS_Document_Writer.print_pagedelay
500
print.printer_Microsoft_XPS_Document_Writer.print_paper_data
9
print.printer_Microsoft_XPS_Document_Writer.print_paper_height
11.00
print.printer_Microsoft_XPS_Document_Writer.print_paper_size_type
0
print.printer_Microsoft_XPS_Document_Writer.print_paper_size_unit
1
print.printer_Microsoft_XPS_Document_Writer.print_paper_width
8.50
print.printer_Microsoft_XPS_Document_Writer.print_reversed
false
print.printer_Microsoft_XPS_Document_Writer.print_scaling
1.00
print.printer_Microsoft_XPS_Document_Writer.print_shrink_to_fit
true
print.printer_Microsoft_XPS_Document_Writer.print_to_file
false
print.printer_Microsoft_XPS_Document_Writer.print_unwriteable_margin_bottom
0
print.printer_Microsoft_XPS_Document_Writer.print_unwriteable_margin_left
0
print.printer_Microsoft_XPS_Document_Writer.print_unwriteable_margin_right
0
print.printer_Microsoft_XPS_Document_Writer.print_unwriteable_margin_top
0
privacy.donottrackheader.enabled
true
privacy.sanitize.migrateFx3Prefs
true
privacy.sanitize.timeSpan
0
security.warn_viewing_mixed
false
toolkit.startup.recent_crashes
4
Graphics
Adapter Description
NVIDIA GeForce GTX 680
Adapter Description (GPU #2)
NVIDIA GeForce GTX 460
Adapter Drivers
nvd3dumx,nvwgf2umx,nvwgf2umx nvd3dum,nvwgf2um,nvwgf2um
Adapter Drivers (GPU #2)
nvd3dumx,nvwgf2umx,nvwgf2umx nvd3dum,nvwgf2um,nvwgf2um
Adapter RAM
4095
Adapter RAM (GPU #2)
1024
Device ID
0x1180
Device ID (GPU #2)
0x0e22
DirectWrite Enabled
false (6.2.9200.16492)
Driver Date
12-3-2012
Driver Date (GPU #2)
12-3-2012
Driver Version
9.18.13.1070
Driver Version (GPU #2)
9.18.13.1070
GPU #2 Active
false
GPU Accelerated Windows
0/1 Basic
Vendor ID
0x10de
Vendor ID (GPU #2)
0x10de
WebGL Renderer
Google Inc. -- ANGLE (NVIDIA GeForce GTX 680)
AzureCanvasBackend
cairo
AzureContentBackend
none
AzureFallbackCanvasBackend
none
JavaScript
Incremental GC
true
Accessibility
Activated
false
Prevent Accessibility
0
Library Versions
Expected minimum version
Version in use
NSPR
4.9.5
4.9.5
NSS
3.14.2.0 Basic ECC
3.14.2.0 Basic ECC
NSSSMIME
3.14.2.0 Basic ECC
3.14.2.0 Basic ECC
NSSSSL
3.14.2.0 Basic ECC
3.14.2.0 Basic ECC
NSSUTIL
3.14.2.0
3.14.2.0

saraneth 1 solutions 7 answers

Helpful Reply

I believe this is a result of a microsoft update for windows 7.

http://support.microsoft.com/kb/2670838

It was released yesterday and has caused me the exact same problems.

I managed to fix it by uninstalling the update, restarting the computer and then choosing "start in safe mode". Seems to have fixed the issue and after restarting FF (after the safe mode) it seems to run without problems in standard mode.

Hope this helps!

philipp
  • Top 10 Contributor
  • Moderator
2042 solutions 8887 answers

Helpful Reply

hello, this is a graphics related crash - please try updating your graphics driver, or in case this doesn't solve the issue or there is no new version available at the moment, disable hardware acceleration in firefox > options > advanced > general.

Question owner

Thanks saraneth and madperson, you are both correct.

I've actually got the latest graphics drivers, prior to posting the original post.

Looks like Microsoft's update modded some direct3D or graphics related files and turning off option fixed it.

Cheers guys, i thought i had a virus which i cannot find... ran spybot, maleware, avg...

Thank you so much!