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Firefox 20.0 Has Crashed 6 Times Since Updated

  • 36 replies
  • 25 have this problem
  • 3861 views
  • Last reply by silkphoenix

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Since I updated my FF to 20.0 yesterday morning, it had crashed six times. I have submitted two crash reports to Mozilla, hoping that they could find the reason. My FF had crashed occasionally before FF 20.0 but mostly due to Adobe Flash plug-in container. But it has never been this bad.

No new add-on or changes have been made since updated to FF 20.0.

Here are my two Crash Reports that were submitted:

Crash ID: bp-1e61ba9d-aff1-4c28-b54d-977912130404 on April 4, 2013 at 1158am

Crash ID: bp-42b67a90-918e-44c5-a7af-565512130404 on April 4, 2013 at 1210pm

Any suggestions/comments are much appreciated.

All Replies (20)

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Hello,

Try disabling graphics hardware acceleration. Since this feature was added to Firefox, it has gradually improved, but there still are a few glitches.

You might need to restart Firefox in order for this to take effect, so save all work first (e.g., mail you are composing, online documents you're editing, etc.).

Then perform these steps:

  • Click the orange Firefox button at the top left, then select the "Options" button, or, if there is no Firefox button at the top, go to Tools > Options.
  • In the Firefox options window click the Advanced tab, then select "General".
  • In the settings list, you should find the Use hardware acceleration when available checkbox. Uncheck this checkbox.
  • Now, restart Firefox and see if the problems persist.

Additionally, please check for updates for your graphics driver by following the steps mentioned in the following Knowledge base articles:

Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems

Upgrade your graphics drivers to use hardware acceleration and WebGL

Did this fix your problems? Please report back to us!

Thank you.

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iamjayakumars -- Thank you for your answer.

I have already disabled the "graphics hardware acceleration" long time ago. And as I mentioned in my post, no new add-ons, or their updates, or any changes have been made to FF since updated to version 20.0.

So basically, all settings are the same between my FF 20.0 and FF 19.0.2.

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Sometimes a problem with Firefox may be a result of malware installed on your computer, that you may not be aware of.

You can try these free programs to scan for malware, which work with your existing antivirus software:

Microsoft Security Essentials is a good permanent antivirus for Windows 7/Vista/XP if you don't already have one.


Further information can be found in the Troubleshoot Firefox issues caused by malware article.

Did this fix your problems? Please report back to us!

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iamjayakumars -- My PC is clean because I have anti-virus and spywares scan every night.

Did you look at my crash reports, maybe from there you can shed some light.

I don't think normal Firefox troubleshooting will work for me as my FF 19.0.2 worked fine until I updated to 20.0.

Thank you.

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We're sorry to hear that Firefox is crashing. In order to assist you better, please follow the steps below to provide us crash ID's to help us learn more about your crash.

  1. Enter about:crashes in the address bar (that's where you enter your website URL) and press Enter. You should now see a list of submitted crash reports.
  2. Copy the 5 most recent crash ID's that you see in the crash report window and paste them into your response here.

Thank you for your cooperation!

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

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ya i saw that, some dll files are without any information, so only i told you to check for malwares

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nathansuchy -- Did you see the two crash reports I posted?

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Here's another crash:

Crash ID: bp-492e0eaf-7692-475a-927f-b82422130404

on April 4, 2013 at 436pm CST.

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Here's another one, happened on April 5, 2013 at 10:50am CST. I was gone and wasn't even using Firefox. When I came back, the Crash window appeared on my screen and I tried to submit the crash report, and it said failed. Here are two files in my Pending Crash Report. Maybe someone can shed a light about what's going on:

a1d36b33-41d3-4ab0-9102-78e1cbfb82ce.extra

a1d36b33-41d3-4ab0-9102-78e1cbfb82ce

It has never been this bad before. I have been using Firefox since it came out and I have to say, I know Firefox pretty well.

Am I the only one having this problem?

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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.

Did you try a clean reinstall?

Download a fresh Firefox copy and save the file to the desktop.

Uninstall your current Firefox version, if possible, to cleanup the Windows registry and settings in security software.

  • Do NOT remove personal data when you uninstall your current Firefox version, because all profile folders will be removed and you will also lose your personal data like bookmarks and passwords from profiles of other Firefox versions.

Remove the Firefox program folder before installing that newly downloaded copy of the Firefox installer.

Your bookmarks and other profile data are stored in the Firefox Profile Folder and won't be affected by an uninstall and (re)install, but make sure that "remove personal data" is NOT selected when you uninstall Firefox.

If you keep having problems then also create a new profile.


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Hi cor-el,

Clean install was my final resort and I finally decided to go that route. I did it last night and will post an update in the next few days.

Thank you.

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As I mentioned in my last post, I did a clean reinstall, remove the original Mozilla Firefox folder, kept all of my data.

After 12 hours of using without any problem, my FF 20.0 crashed again, here's the crash report being submitted:

Crash ID: bp-46dd251b-b5d9-4b99-8771-18e102130407

I have been using Firefox ever since it came out and have never have any versions that crashed so often (so far eight times since updated to 20.0 from 19.0.2). No changes have been made to my laptop, the only new add-on since last crash (yesterday) was Flash Block since I was tired of the plug-in container kept hanging my FF.

If anyone could shed some light on what's going on, I would be much appreciated.

Before I create a new profile, I would like to see if anyone can find out what's the problem from the crash report.

Thank you.

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Did you try Safe mode?

In Firefox Safe mode these changes are effective:

  • all extensions are disabled
  • the default theme is used (no persona)
  • userChrome.css and userContent.css are ignored
  • the default toolbar layout is used (localstore-safe.rdf)
  • the Javascript JIT compiler is disabled
  • hardware acceleration is disabled
  • plugins are not affected
  • preferences are not affected
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I have the same issue and tried in safe mode with no joy.

I'm gettinging the message.

Shockwave Flash may be busy, or it may have stopped responding. You can stop the plugin now, or you can continue to see if the plugin will complete.

If I stop plugin sometimes I can keep going but sometimes the same message will come up on the same page and sometimes it completely freezes.

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Try uninstalling then reinstalling the plugin...

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nathansuchy -- Which plug-in? Do you mean all of them?

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i mean the shockwave plugin...

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Shockwave plug-in is not the problem. It did not indicate in my crash reports. It did not crash my FF, it only hanged it and once I disabled the plug-in container, it's fine.

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Then keep the shockwave plugin disabled it is not compatable with Mozilla Firefox 20

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nathansuchy -- Where did you get that information that Shockwave plug-in is not compatible with FF 20? I did Plug-in check often and it didn't say it's not compatible. And nowhere in FF 20 release note said that either.

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