Start Firefox in Safe Mode {web link} by holding down the <Shift> (Mac=Options) key, and then starting Firefox.

A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?

While still in Safe Mode;

In the address bar, type about:crashes<enter>.

Note: If any reports do not have BP in front of the numbers/letters, click it to submit them.

The crash report is several pages of data. We need the report numbers to see the whole report.

Using your mouse, mark the most resent 7 - 10 crash reports, and copy them. Press the Reply button. Now go to the reply box and paste them in.

For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support +++++++++++++++++++++++ If you can't get Firefox to open, you will have to do this the hard way.

https://support.mozilla.org/en-US/kb/mozillacrashreporter Open the file browser / explorer on your computer. Note: You may have to enable Show Hidden Folders / Files. Enter this in the address bar;

Windows: %APPDATA%\Mozilla\Firefox\Crash Reports\submitted Win 7/Vista: C:\Users\<username>\AppData\Roaming\Mozilla\Firefox\Crash Reports\submitted Win XP/2000: C:\Documents and Settings\<username>\Application Data\Mozilla\Firefox\Crash Reports\submitted

Mac OS: /Users/<username>/Library/Application Support/Firefox/Crash Reports/submitted Linux: /home/<username>/.mozilla/firefox/Crash Reports/submitted

Copy the most resent 5-7 File Names in the folder. Post the information in the reply box.

Report ID Date Crashed 7179d77f-ffe6-4b9e-8d9b-fa0e1dcd5b5d 6/15/17 5:56 PM e013fbdc-5fbc-49ae-a4c4-09a338d50ee7 6/15/17 5:46 PM f5d5c050-3043-479b-a41f-9f75573cb7ed 6/4/17 1:04 AM f9b3bb30-4684-4575-bc42-d74abcdb3f4a 6/4/17 1:04 AM fb269e3d-571b-4f5a-b513-8e299560f04b 6/4/17 12:59 AM 648a27c0-bc72-43a5-9b64-506c794a212e 6/4/17 12:45 AM 7120aa1c-ef8f-4a35-8bbd-0638ac58fcd4 6/4/17 12:44 AM 99ed8ed1-9990-4e98-9b09-258fd1c15632 5/21/17 8:52 AM 4090b8c3-e835-448d-94eb-b5708636f0a0 5/21/17 8:50 AM be4a2455-2b19-45d2-a08b-e84bf84a3989 5/19/17 7:50 PM 573e6117-1860-487e-9839-b00d1b8f133e 5/19/17 7:49 PM da81b856-8d5b-4c5c-a9e3-4d3a6f5ba55b 5/18/17 1:05 AM f6baa6ea-e559-4e4c-97b2-e10e4a21a7ae 5/17/17 4:36 PM 2040afdc-3370-4b4d-90fe-631c23c9c558 5/17/17 1:13 PM

Some of your crash reports weren’t sent to the Mozilla Servers.

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP- in front of the numbers/letters, click it to submit them.

The crash report is several pages of data. We need the report numbers to see the whole report.

Here are all of my crash reports without a BP in front of them:

7179d77f-ffe6-4b9e-8d9b-fa0e1dcd5b5d 6/15/17 5:56 PM e013fbdc-5fbc-49ae-a4c4-09a338d50ee7 6/15/17 5:46 PM f5d5c050-3043-479b-a41f-9f75573cb7ed 6/4/17 1:04 AM f9b3bb30-4684-4575-bc42-d74abcdb3f4a 6/4/17 1:04 AM fb269e3d-571b-4f5a-b513-8e299560f04b 6/4/17 12:59 AM 648a27c0-bc72-43a5-9b64-506c794a212e 6/4/17 12:45 AM 7120aa1c-ef8f-4a35-8bbd-0638ac58fcd4 6/4/17 12:44 AM 99ed8ed1-9990-4e98-9b09-258fd1c15632 5/21/17 8:52 AM 4090b8c3-e835-448d-94eb-b5708636f0a0 5/21/17 8:50 AM be4a2455-2b19-45d2-a08b-e84bf84a3989 5/19/17 7:50 PM 573e6117-1860-487e-9839-b00d1b8f133e 5/19/17 7:49 PM da81b856-8d5b-4c5c-a9e3-4d3a6f5ba55b 5/18/17 1:05 AM f6baa6ea-e559-4e4c-97b2-e10e4a21a7ae 5/17/17 4:36 PM 2040afdc-3370-4b4d-90fe-631c23c9c558 5/17/17 1:13 PM dd6483d6-ec1e-4a9c-ad6e-a3b917e5724e 5/12/17 12:32 PM 79e6c24d-6011-49da-9ada-04979169e59e 5/10/17 7:19 PM 7258c50f-7f8b-4778-a4cd-1067ccac4db1 5/10/17 6:02 PM 2e3675c9-e3ea-48b3-895d-83b0dba9a8c6 5/10/17 5:57 PM c3646c58-8279-410f-a303-c79137154f44 5/10/17 5:55 PM 4e526426-2520-4529-80c2-bc99f552dabb 5/10/17 5:50 PM d9a20fb5-1f54-450d-a646-c641ca48dbe6 5/9/17 10:58 PM 6cc81b87-b206-42d7-a76d-5c5a0fa6556e 5/5/17 5:25 PM 08ce66ef-7fb6-4847-8eae-712de37b8a76 5/5/17 5:24 PM 91965f46-5b2e-427f-9075-a33a820b546b 5/5/17 5:21 PM da7fa0ab-5dc4-4763-b68c-39a76563f013 5/5/17 5:20 PM 5c9950d3-a9e1-469e-b905-b1eebf1bd77f 5/4/17 7:14 AM 01459925-28c2-465a-bdf1-97ef343825cf 5/3/17 4:41 PM 4c819bae-4833-41f0-9685-de4d22e18312 5/3/17 4:40 PM f90b5e1d-8771-438a-bb27-f9982ef6311c 5/2/17 6:45 PM 200d486d-29e4-4f58-bb7c-a0c91b02ecf4 8/26/15 1:04 PM 0f93421d-49ef-41c6-a062-1f51cd09a771 8/26/15 12:56 PM f9ba543e-3433-4cb9-83a9-7d8b3b422451 1/27/15 7:50 PM 7a4e1c34-c236-4d29-83de-cfd042f30b31 1/27/15 7:50 PM 13002e66-eb75-4263-ab8a-519fecb4ef7e 11/25/13 11:19 PM 6ff7a0d4-e820-4c39-88bb-7b1c174e6a14 1/14/13 12:49 PM 702ed85e-e26e-4d27-a4d7-e220c531fa10 12/29/12 8:31 AM c2c45c74-fb74-43eb-837a-a82bc51f91be 11/1/12 6:09 PM 7c1c8341-297c-4194-9dca-e3e9556d248e 11/1/12 6:09 PM 5b8108c6-29b1-4c70-9114-feb55a037b80 9/12/12 5:18 PM 564e4cee-098e-4708-a42b-3e937737c44c 9/12/12 5:18 PM 205a9c12-589f-4cdb-bab0-e01b75fd424f 9/12/12 5:18 PM 06350ef0-a6c1-4403-ae5d-18d3df415de4 9/12/12 5:18 PM 75be1e3d-e056-4ada-95be-901bbbef2999 9/12/12 5:18 PM b75f346c-3658-40b4-aa3f-411644ebe52a 9/12/12 5:18 PM 795993a1-c99f-445f-9d4f-715d2635ac02 9/12/12 5:18 PM b9c6fe38-8e41-4957-9f9b-f954d7c6373e 9/12/12 5:18 PM 4b188402-a676-4ccf-805f-5cf083ec73f1 9/12/12 5:17 PM fff4ad2e-26f4-428d-b780-081be9066a0e 9/12/12 5:17 PM 9c3b4541-f7f9-4cd9-b192-17b83a994f60 9/12/12 5:17 PM b0fdf57d-5af6-49ff-8ffd-e5ee3867ccda 9/12/12 5:17 PM 44698140-b42d-438a-b12f-6e6aa1f1beb5 9/12/12 5:17 PM c813d35f-61ac-4a47-be60-baef84d804a7 9/12/12 5:17 PM 4fbd7736-7d68-4211-84d2-d2d52175889c 9/12/12 5:17 PM 4cf4d753-af7b-452d-9ba9-41a6c6974968 9/12/12 5:17 PM 48a78e00-2735-4b1b-9f1e-6edd585223e3 9/12/12 5:17 PM 1df467bd-4bd9-4560-86ad-830fc05d5164 9/12/12 5:17 PM e77c580b-31a0-4263-a02f-01b68df229b5 9/12/12 5:17 PM 49da8924-b727-4877-8558-2ad01edfb12f 9/12/12 5:17 PM acf20dfa-db65-469a-b427-e1df9b225740 9/12/12 5:17 PM f24172e2-a13c-410b-9ac8-a27a580d4f22 9/12/12 5:17 PM 47f39fda-dfc8-4485-84a9-82595afd7dbd 9/12/12 5:16 PM ddcd7c9e-1816-4078-bf34-1d3c8df023c2 9/12/12 5:16 PM 3746496a-9d0c-44d2-92f6-b76aad74e904 9/12/12 5:16 PM 06099408-6f15-45e5-8a00-205871ae748a 9/12/12 5:16 PM dbafcdcf-4d16-492f-90ee-ddb9dd18b3a4 9/12/12 5:16 PM 92e51ab4-f12e-445c-93f9-5ec4205a1222 9/12/12 5:16 PM 995465c0-c0e4-4ffd-a1fd-f2b43f1c18b7 9/12/12 5:16 PM 701187e1-039a-4a67-843e-94c57d1be7ea 9/12/12 5:16 PM

Sorry, the other way around. We can't do a lookup of your crash report until after you click through the link to submit it and the ID changes to having a bp- in front. If the bp- doesn't appear, you could paste the full URL of your recent crash reports. Please just the ones from this week; we don't want to go back to 2012!

ok...here are most recent crash reports:

bp-2c7f8217-8057-424c-bdb3-322ec0170619 6/19/17 1:43 PM bp-8aef33c6-68aa-40f3-b639-127310170619 6/19/17 1:43 PM

Thanks. This report has more info, but may be obsolete now:

https://crash-stats.mozilla.com/report/index/2c7f8217-8057-424c-bdb3-322ec0170619

• Approximately June 8th
• Firefox 52.0.1esr
• Uptime prior to crash: 9 min, 55 sec
• There are many potential causes for this crash signature.

This report is far less complete, perhaps because Firefox crashed especially early in the startup process:

https://crash-stats.mozilla.com/report/index/8aef33c6-68aa-40f3-b639-127310170619

• Approximately June 15th
• 52.2.0esr
• Uptime prior to crash: 0
• Not enough information to diagnose.

If you can get Firefox to run long enough, please try this:

Multiprocess. Recent versions of Firefox are migrating more users to a "multiprocess" architecture where the user interface and the web content are in separate processes to improve stability. Firefox assess whether your current configuration is compatible during the first run -- first run after installation or first run after a Refresh -- and if it is, enables it going forward for future runs. Could you investigate:

Are you using Multiprocess (e10s)?

Multiprocess creates a second firefox.exe or plugin-container.exe process to isolate the web content from the browser UI. You can check whether you have this feature turned on as follows. Your crash report data strongly suggests this feature is enabled on your Firefox, so I'll skip the steps about checking the Troubleshooting Information page.

If you are using e10s:

To help evaluate whether that feature is causing problems, you could turn it off as follows:

(1) In a new tab, type or paste about:config in the address bar and press Enter/Return. Click the button promising to be careful.

(2) In the search box above the list, type or paste autos and pause while the list is filtered

(3) Double-click the browser.tabs.remote.autostart.2 preference to switch the value from true to false

Note: the exact name of the preference may vary, but it will start with browser.tabs.remote.autostart

At your next Firefox startup, it should run in the traditional way. Any difference?

If you cannot use about:config, then...

A more complicated approach would be to modify the prefs.js file in your currently active Firefox profile folder. More details on that if needed.

Here are a few more that will hopefully give you a bit more insight as to what might be causing my crashes. I would feel more comfortable and appreciate you looking at these first before I proceed with any suggested fixes. Thank you.

Report ID Date Submitted bp-9e66fbbf-1f94-44da-ab45-f086c0170620 6/19/17 8:23 PM bp-ae83e42f-d80b-4b70-996b-dd23a0170620 6/19/17 8:22 PM bp-e2e48314-7ba9-4fe5-a5a5-a2d230170620 6/19/17 8:21 PM bp-01d93801-44f9-46bc-b696-dd7330170620 6/19/17 8:20 PM bp-a8b8bf1e-09da-4eb8-bf15-fbddc0170620 6/19/17 8:20 PM

Gblock1 said

Here are a few more that will hopefully give you a bit more insight as to what might be causing my crashes.

These reports seem to be from around June 3rd. They are odd because I am not aware of the listed version of Firefox: 47.0.2esr.

The Extended Support Release (esr) was based on Firefox 45 and now Firefox 52. Where did Firefox 47 esr come from?? Maybe it's a little mixup caused by changing between "channels" and not some strange unofficial Firefox.

Anyway, I don't recognize these crashes, and Multiprocess was not a factor in Firefox 47.

One thing I noticed: the Module list shows a RealPlayer DLL called rpchromebrowserrecordhelper.dll running. I don't know whether that is interacting with Firefox, but hopefully it's easy to disable as a test to see whether that makes any difference.

Could you test in Firefox's Safe Mode? That temporarily deactivates extensions, hardware acceleration, the JavaScript compilers, and some other advanced features of Firefox that might make it more prone to crashing on some systems.

If Firefox is not running: Hold down the Shift key when starting Firefox.

If Firefox is running: You can restart Firefox in Safe Mode using either:

• "3-bar" menu button > "?" button > Restart with Add-ons Disabled
• Help menu > Restart with Add-ons Disabled

and OK the restart.

Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).

Any less crashy?

I switched back and forth with different Mozilla versions when this crashing started up. In other words, I tried downgrading my version to see if this would fix my problem. It didn't. Not sure about the 47esr version and where that came from. I tried going into safe mode a few times before your last instruction to do so and I still experienced crashes. In the mean time, I have now disabled all of my add-ons and we'll see what happens. I appreciate your trying to help me through this as this is very frustrating. Thank you.

still experiencing crashes...,

Do you have any crash report IDs for crashes that occurred in Firefox's Safe Mode?

Also, you may want to upgrade to Firefox 52.2.0esr (https://www.mozilla.org/firefox/organ.../all/) or roll back to Firefox 45.9.0esr, wihch has received more security fixes than 47.0.2 (http://archive.mozilla.org/pub/firefo.../win32/ -- the English-language version folders start with "en").