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Firefox crashes when I click help>troubleshoot information, and it's not sending crash reports.

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Firefox crashes when I click help > troubleshoot information. It's also not sending crash reports. I really can't be any more specific or straightforward than I am being right now. I have reinstalled multiple times. I've tried the same thing in safe mode. Cache and history and cookies are cleared. Hardware Acceleration is disabled. All of it.

Firefox crashes when I click help > troubleshoot information. It's also not sending crash reports. I really can't be any more specific or straightforward than I am being right now. I have reinstalled multiple times. I've tried the same thing in safe mode. Cache and history and cookies are cleared. Hardware Acceleration is disabled. All of it.

Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/28.0.1500.95 Safari/537.36

More Information

cor-el
  • Top 10 Contributor
  • Moderator
15338 solutions 139031 answers

Try to create a new profile as a test to check if your current profile is causing the problems.

See "Creating a profile":

If the new profile works then you can transfer some files from an existing profile to the new profile, but be careful not to copy corrupted files.

Try to create a new profile as a test to check if your current profile is causing the problems. See "Creating a profile": *https://support.mozilla.org/kb/profile-manager-create-and-remove-firefox-profiles *http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Profile_issues If the new profile works then you can transfer some files from an existing profile to the new profile, but be careful not to copy corrupted files. *http://kb.mozillazine.org/Transferring_data_to_a_new_profile_-_Firefox

Question owner

The new profile does not work.

The new profile does not work.

Question owner

I've even tried running older versions and had the same problem.

I've even tried running older versions and had the same problem.
cor-el
  • Top 10 Contributor
  • Moderator
15338 solutions 139031 answers

Boot the computer in Windows Safe Mode with network support (press F8 on the boot screen) as a test to see if that helps.


Do a clean reinstall and delete the Firefox program folder before (re)installing a fresh copy of the current Firefox release.

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 lose 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.

  • (32 bit Windows) "C:\Program Files\Mozilla Firefox\"
  • (64 bit Windows) "C:\Program Files (x86)\Mozilla Firefox\"

Your bookmarks and other personal 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.



Do a malware check with some malware scanning programs on the Windows computer.
Please scan with all programs because each program detects different malware.

Make sure that you update each program to get the latest version of their databases before doing a scan.

You can also do a check for a rootkit infection with TDSSKiller.

See also:

Boot the computer in Windows Safe Mode with network support (press F8 on the boot screen) as a test to see if that helps. ---- Do a clean reinstall and delete the Firefox program folder before (re)installing a fresh copy of the current Firefox release. Download a fresh Firefox copy and save the file to the desktop. *Firefox 23.0: http://www.mozilla.org/en-US/firefox/all.html 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 lose 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. *(32 bit Windows) "C:\Program Files\Mozilla Firefox\" *(64 bit Windows) "C:\Program Files (x86)\Mozilla Firefox\" *It is important to delete the Firefox program folder to remove all the files and make sure that there are no problems with files that were leftover after uninstalling. *http://kb.mozillazine.org/Uninstalling_Firefox Your bookmarks and other personal 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. ---- *http://kb.mozillazine.org/Profile_folder_-_Firefox *http://kb.mozillazine.org/Profile_backup *http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Clean_reinstall ---- Do a malware check with some malware scanning programs on the Windows computer.<br> Please scan with all programs because each program detects different malware. Make sure that you update each program to get the latest version of their databases before doing a scan. *Malwarebytes' Anti-Malware:<br>http://www.malwarebytes.org/mbam.php *SuperAntispyware:<br>http://www.superantispyware.com/ *Microsoft Safety Scanner:<br>http://www.microsoft.com/security/scanner/en-us/default.aspx *Windows Defender: Home Page:<br>http://www.microsoft.com/windows/products/winfamily/defender/default.mspx *Spybot Search & Destroy:<br>http://www.safer-networking.org/en/index.html *AdwCleaner:<br>http://www.bleepingcomputer.com/download/adwcleaner/<br>http://www.softpedia.com/get/Antivirus/Removal-Tools/AdwCleaner.shtml *Kasperky Free Security Scan:<br>http://www.kaspersky.com/security-scan You can also do a check for a rootkit infection with TDSSKiller. *Anti-rootkit utility TDSSKiller:<br>http://support.kaspersky.com/5350?el=88446 See also: *"Spyware on Windows": http://kb.mozillazine.org/Popups_not_blocked

Helpful Reply

Computer's clean, and this is my second clean uninstall and re-install of Firefox tonight.

I'm not having this problem with Chrome.

Computer's clean, and this is my second clean uninstall and re-install of Firefox tonight. I'm not having this problem with Chrome.
John99
  • Moderator
971 solutions 13138 answers
  • Are you saying you have scanned your computer with the latest versions of all the above mentioned tools ?
    • Or do you simply think the computer is clean ?
  • Are you able to provide any screenshots of messages or popups or whatever when Firefox crashes it may help us to understand better what is happening.
  • Are you able to confirm that when doing a clean reinstall you did delete the Firefox program file.
*Are you saying you have scanned your computer with the latest versions of all the above mentioned tools ? **Or do you simply think the computer is clean ? *Are you able to provide any screenshots of messages or popups or whatever when Firefox ''crashes'' it may help us to understand better what is happening. *Are you able to confirm that when doing a clean reinstall you did delete the Firefox program file.

Question owner

  • I'm saying I scanned my computer with the latest versions of these tools. I spent several hours attempting to troubleshoot this before I came to the forums.
  • I have attached a screenshot of what happens when I click help > troubleshooting information
  • I definitely deleted the Firefox program file. I have done this several times now.
* I'm saying I scanned my computer with the latest versions of these tools. I spent several hours attempting to troubleshoot this before I came to the forums. * I have attached a screenshot of what happens when I click help > troubleshooting information * I definitely deleted the Firefox program file. I have done this several times now.
philipp
  • Top 25 Contributor
  • Moderator
4598 solutions 20575 answers

edit: sorry you already mentioned safe mode in your first post...

''edit: sorry you already mentioned safe mode in your first post...''

Modified by philipp

John99
  • Moderator
971 solutions 13138 answers

Hi Magdaleina,

This must be very frustrating but at least if Firefox is only crashing when you try the troubleshooting at least it will not impact day-to-day browsing. Is there anything in particular you need from the troubleshooting information page? There may be some other method of obtaining that information.

There is an alternative method of getting the crash info but it is complicated and unlikely you would wish to follow up on this:

Something that is a simple test you could try is explained in this

Basically you install an add-on that makes Firefox crash,and you can then see if you do get crash reports submitted.

Another thing to try is Windows safe mode as accessed by using the F8 key. Start in Windows safemode, then startup Firefox in safemode with one of your clean profiles.

Hi Magdaleina, This must be very frustrating but at least if Firefox is only crashing when you try the troubleshooting at least it will not impact day-to-day browsing. Is there anything in particular you need from the troubleshooting information page? There may be some other method of obtaining that information. There is an alternative method of getting the crash info but it is complicated and unlikely you would wish to follow up on this: * https://developer.mozilla.org/en-US/docs/How_to_get_a_stacktrace_for_a_bug_report#Alternative_ways_to_get_a_stacktrace Something that is a simple test you could try is explained in this * http://kb.mozillazine.org/Mozilla_Crash_Reporter#Why_didn.27t_Breakpad_capture_my_crash.3F Basically you install an add-on that makes Firefox crash,and you can then see if you do get crash reports submitted. Another thing to try is Windows safe mode as accessed by using the F8 key. Start in Windows safemode, then startup Firefox in safemode with one of your clean profiles. * http://windows.microsoft.com/en-us/windows/start-computer-safe-mode#start-computer-safe-mode=windows-7

Question owner

Hi John.

It's not so much an issue of needing to troubleshoot at this point as it's the only thing I haven't been able to fix so far.

(I stumbled on this issue when Flash wasn't working for me and I found that updating my graphics driver fixed that. However, the crashing continues to happen. I'm trying to fix it because even though I don't NEED the troubleshooting information page for anything in particular, the fact that it's happening means something is wrong, and I would rather nothing be wrong. Because I hate using Chrome and I miss Firefox.)

Looking in App Data there seems to be at least one "pending" crash report from about 2 am last night (which is about when I decided it was time to try to get someone else to help me, I think), but I'm not certain how to open it or interface with it.

Hi John. It's not so much an issue of needing to troubleshoot at this point as it's the only thing I haven't been able to fix so far. (I stumbled on this issue when Flash wasn't working for me and I found that updating my graphics driver fixed that. However, the crashing continues to happen. I'm trying to fix it because even though I don't NEED the troubleshooting information page for anything in particular, the fact that it's happening means something is wrong, and I would rather nothing be wrong. Because I hate using Chrome and I miss Firefox.) Looking in App Data there seems to be at least one "pending" crash report from about 2 am last night (which is about when I decided it was time to try to get someone else to help me, I think), but I'm not certain how to open it or interface with it.
John99
  • Moderator
971 solutions 13138 answers

Navigating to about:crashes may submit the pending report, but it does not really matter as you are easily able to produce a crash and possibly most crash reports do submit.

Did you try

  • the crashme addon ?
  • Windows safe mode
Navigating to about:crashes may submit the pending report, but it does not really matter as you are easily able to produce a crash and possibly most crash reports do submit. Did you try *the crashme addon ? * Windows safe mode