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Frequent Crashes - Follow-up
I received the following information from one of your team: Frequent Firefox Crashes
cor-el Jul 20, 2020, 5:44:39 PM OK, I found one crash report from Firefox 78.0.2. • Firefox 78.0.2 Crash Report [@ RtlSizeHeap | NS_FaultTolerantHeap::APIHook_RtlFreeHeap ] bp-2544f95b-926b-4b8f-b0e1-6c9740200720 This crash report looks like related to the Windows block list for injected DLLs. Boot the computer in Windows Safe mode with network support to see if that has effect in case security software is causing problems. • https://www.bleepingcomputer.com/tutorials/how-to-start-windows-in-safe-mode/ • https://www.7tutorials.com/4-ways-boot-safe-mode-windows-10
Since I am totally blind, I cannot run the computer in SAFE MODE because I won't have speech and screen reader to guide me through it. I do not have any sighted help at my beck and call to "mouse" things through for me. Perhaps when this social-distancing stuff relaxes a bit so that I can have someone from the Best Buy Geek Squad come here, that person might be able to go further in troubleshooting the crashes. IN THE MEANTIME, I'll have to GIVE UP ON FIREFOX and use another browser. In doing that, I mention again that THE CRASHES DO NOT OCCUR IN GOOGLE CHROME, BUT THEY DO IN FIREFOX! So for now, at least, I have to conclude that there is a Firefox issue which I won't be able to troubleshoot further unless I can get sighted help. Also, I note that running in SAFE MODE is a "testing process" on which I would have to somehow get back to the screen that caused the crashes. Most of the time, these crashes seem to be happening when I am trying to finalize a purchase and pay for an item. For now, at least, I AM STUMPED AND, QUITE RELUCTANTLY, GIVING UP ON FIREFOX FOR NOW, though I remain open to any further suggestions which I could carry out without sighted assistance.
All Replies (2)
It sounds like a double-whammy of a Firefox issue and then an additional Windows issue where you can't run accessibility settings in Windows Safe Mode?
Looking into the bug that this is potentially attached to I found this information ( https://bugzilla.mozilla.org/show_bug.cgi?id=1652912 ) :
Having NS_FaultTolerantHeap::APIHook_RtlFreeHeap in the crashing stack means Fault Tolerant Heap (= FTH) has been enabled for firefox.exe. FTH is automatically activated when Windows OS detects some heap-related issue which it thinks can be mitigated by FTH such as double free. This crash means Firefox crashed due to some heap related issue earlier, which enabled FTH, but probably FTH was not be able to mitigate the heap issue.
First of all, can you check FTH is activated for firefox.exe through event viewer?
- Open Event Viewer from Start menu (or, run eventvwr from command prompt)
- In the left pane of Event Viewer, go to Applications and Services Logs > Microsoft > Windows > Fault-Tolerant-Heap > Operational
- If FTH is activated for firefox.exe, you'll find Event ID 1003 as the attached screenshot.
If FTH is activated, instead of looking into this crash, we need to investigate the original heap issue without FTH. You can disable FTH by stopping Diagnostic Policy Service. Can you do the following steps to send us a crash report without FTH?
- Open Command prompt as Administrator
- Run "net stop dps"
- Open Firefox and follow the steps causing the tab crash
- Send a crash report
- Go back to the command prompt and run "net start dps" to re-enable the service
This may be caused by a third-party application. Given that 99.26% of the crashes of this signature involves AccessibleHandler.dll, do you use a screen reader or some accessibility related application?
If it is related to a screen reader, you may have to use Chrome for the time being until you can get more assistance :(