Firefox crashes - asking for support

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If Firefox is still crashing after you have already attempted the steps in Troubleshoot Firefox crashes (closing or quitting unexpectedly), our Mozilla Support Community volunteers may be able to help.

To best assist you with unresolved issues related to Firefox crashing, please have the following information ready:

  1. Get the Report ID of your latest crash report:
    • Open Firefox, either normally or in Firefox Safe ModeTroubleshoot Mode and enter about:crashes in the address bar to get a list of Submitted Crash Reports:
    • Click View on the latest crash report. The page will open with technical details about the crash. When the report is finished processing, close the report tab.
      Note: If there is a newer crash report in the Unsubmitted Crash Reports section, you will need to click Submit before anyone can view the report.
  2. Click on this link to begin a help request for your crash issue from our Mozilla Support Community volunteers.
  3. Provide as much information as you have about your crash, including which steps you've already tried from Troubleshoot Firefox crashes (closing or quitting unexpectedly).
  4. Copy and paste the Report ID for the latest Submitted Crash Report into the Details section and submit your question. (A Report ID is the string of characters that begin with the letters bp- as shown in the Submitted Crash Reports section in the example screenshot above.)

If you cannot open Firefox at all (even in Safe Mode):

Find the text file for your latest Submitted Crash Report using these steps:

If you can't open Firefox at all (even in Troubleshoot Mode):

Find the text file for your latest Submitted Crash Report using these steps:

  1. Windows Key + R to open the Run dialog.
  2. In the textbox, type %APPDATA%\Mozilla\Firefox\Crash Reports\submitted
  3. Press Ok.

Crash reports are stored in ~/.mozilla/firefox/Crash Reports/submitted/

Submitted crash reports are stored in ~/Library/Application Support/Firefox/Crash Reports/submitted/

Click the Finder icon in the dock. On the menu bar, click the Go menu. Hold down the option or alt key to unhide the Library folder. When the Library folder appears, click it to open the folder. Open the Application Support folder, and the Firefox folder, followed by Crash Reports and finally the submitted folder.

Use the View menu to arrange the files by date, then open the newest file.

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