Hi poorknight, Sorry you are having problems with Firerfox. You need to realise you may have crashes, but most people do not.

Let us have your full troubleshooting information and two or three of the Crash IDs (They begin bp- and are found by navigating to about:crashes).

You need to submit the crash reports, and you need to specifically ask if you need help.

Please post back with that information and someone will try to help you Thanks in advance for your help!

To find the correct solution to your problem, we need some more non-personal information from you. Please do the following:

1. Use ONE of these methods to open the Firefox Troubleshooting Information page:
   • Click the menu button , click on help and select Troubleshooting Information.
   • Type about:support into the Firefox address bar and press the enter key.
2. At the top of the Troubleshooting Information page that comes up, you should see a button that says "Copy text to clipboard". Click it.
3. Now, go back to your forum post, right-click in the reply box and select Paste from the context menu (or else click inside the reply box and press the Ctrl+V keys) to paste all the information you copied into the forum post.

If you need further information about the Troubleshooting information page, please read the article Use the Troubleshooting Information page to help fix Firefox issues.

1. Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
2. Copy the 5 most recent Report IDs that start with bp- and then go back to your forum question and paste that into the "Post a Reply" box.

More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.Hello,

Always submit crash reports :-)

That is a problem with your Norton software as you can see by the presence of DLLs that are from Norton.

• bp-9856699a-d47c-498a-9dc9-995962140729

Ø 14 	symhtml.dll 	symhtml.dll@0xf3ac 	
Ø 15 	symhtml.dll 	symhtml.dll@0x24d77 	
Ø 16 	symhtml.dll 	symhtml.dll@0x21189 	
Ø 17 	couictlr.dll 	couictlr.dll@0x2a65f 	
Ø 18 	couictlr.dll 	couictlr.dll@0x2aa5e 	
Ø 19 	coWPPlg.dll 	coWPPlg.dll@0x898a6 	
Ø 20 	coWPPlg.dll 	coWPPlg.dll@0x6ceb2 	
Ø 21 	coWPPlg.dll 	coWPPlg.dll@0x77c89 	
Ø 22 	coFFPl30.dll 	coFFPl30.dll@0x33e26

Make sure that you have the latest updates of all Norton components. You can try to contact Norton for support.

• http://community.norton.com/norton/

Update Guess I should have checked those dlls

Maybe because of the problems you do not attempt to use Firefox that often, the 18 line screenshot is listing crashes going back to February.

I only actually found one report for your crashes but we need IDs for the recent crashes. The one I did find was beyond my understanding but would seem to have related to plugin actions.

First It appears at the date of the crash and when the question was posted you were still on Firefox 30. Could you update to Firefox 31 please

• use HELP Use NewButton → Help
  about firefox
  Firefox should update, assuming you have set it to allow up dating
• see also Update Firefox to the latest release

Next as a test please try Firefox in its safemode and will all your plugins disabled.

• Try browsing like that does it prevent the crashes ?
  • If it does still crash then please paste two or thread of the crash IDs beginning bp- in to your next reply
    N.B. the software forum changes such crash IDs into a pair of links after the preview and posting.
  • If it prevent crashes we will need to figure out the significant changes.
• To use safemode
  Use NewButton → Help
  SafeMode (Restart with Add-ons Disabled …)
  • see Diagnose Firefox issues using Troubleshoot Mode
• also Disable or remove Add-ons_how-to-disable-plugins

Please post back to say how you get on.

For forum cross referencing purposes

• Reports for your Crash ID
  bp-4fbc4d02-ff7c-4bac-965d-bf7362140722 (I locked that as plain text)
  bp- 4fbc4d02-ff7c-4bac-965d-bf7362140722
  • Crash Signature: _SEH_prolog4
  • Related bugs include
    (Old, inactive & probably not specific to your situation)
    • Bug 630697 - Flash crash [@ _SEH_prolog ] | [@ _SEH_prolog4 ] | [@ InternalCallWinProc ]
    • Bug 773173 - startup crash in `anonymous namespace'::getFullPath @ _SEH_prolog4 with Bkav IS 3.0.0.38

bp-13b57632-0bdf-4bad-9fc0-7b5d22140806 bp-7b698327-d5cd-45ff-8d99-0ee412140806 bp-c0ca2843-81b5-495f-a132-56c252140805

Got Norton to check .dll's, no problem there.

The first crash report is a problem with Flash. The other two are still a problem with Norton software. You can disable all Norton components (extensions and plugins) in Firefox and only leave the general (real-time) components enabled as a test.

You can check for problems with current Shockwave Flash plugin versions and try this:

• check for updates for your graphics drive drivers
  https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration
• disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later)
• disable hardware acceleration in the Flash plugin

See also:

• http://kb.mozillazine.org/Flash#Troubleshooting

Disabled add-on's, disabled Flash, so other than norton nothing is active.

Still crashes.

Contacted Norton, their support tell me nothing is wrong with Norton, must be Firefox.

bp-9197c14e-2a35-49d9-b41f-f39822140815 6 hours ago bp-c3b06222-add1-47be-a9ae-38b122140814 1 day ago bp-fd5cd009-723a-4a26-bd74-7c0222140813 2 days ago bp-9ce1f910-af87-44d5-8307-1a5372140813 2 days ago

Sorry not sure I am able to help here but I will comment on what may be worth a try.

• Maybe you are using multiple but incompatible security software programs &/or getting problems with bundled utilities
  • Can you list all the security relatd software in use.
  • Do crashes stop if you only use Norton core AntiVirus and nothing else (Please provide further Crash IDs if it still crashes ) I presume you have fully updated the Norton software. Try without using any related; but non vital utilities; or toolbars other than the Windows Firewall. Do not have Identity Safe active whilst testing

• Also try with hardware acceleration disabled does that help prevent crashes?
  • Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems_turn-off-hardware-acceleration

For forum cross referencing purposes

• Crash Reports for Your Crash IDs
  1. bp-9197c14e-2a35-49d9-b41f-f39822140815
  2. bp-c3b06222-add1-47be-a9ae-38b122140814
  3. bp-9ce1f910-af87-44d5-8307-1a5372140813
• Crash Signatures
  1. OOM | small {memory 22% looks ok
  2. _SEH_prolog4
  3. d3dcompiler_47.dll@0x1bed67 {crashing thread includes Symanteck symhtml.dll and identity safe couictlr.dll)
• Related Bugs include {+ my comments)
  1. 1045588NEW --- FireFox Crash due to CSS Animations (gfx)
     { other bugs mainly Android
  2. Bug 773173 - startup crash in `anonymous namespace'::getFullPath @ _SEH_prolog4 with Bkav IS 3.0.0.38 {Old, Startup Crash, related to Bkav Anti Virus)
     Bug 762987 - EXCEPTION_STACK_OVERFLOW crash in PresShell::HandlePostedReflowCallbacks
  3. {no bugs listed Norton is involved in crashing thread)

Another crash 3 hours ago;

bp-481592b1-9c36-4a3f-b249-b516c2140817

I'm only using 'Norton 360 Premier Edition'. I'm contacted Norton and got one other their guys to check it over. They say "its not Norton, its mozilla and you should contact them".

My Norton software is up to date, Firefox is up to date, the only add-ons are "Norton Toolbar 2014.7.6.15 & Norton Vulnerability Protection 12.2.0.5 - 1", which Norton have agreed are OK. I've no plug-ins running. Windows 8.1 is up-to-date.

Don't know what else to add.

I really like firefox and I want to continue using it but I'm getting a little frustrated with the crashes.

Thanks for the help.

That is still a crash with Norton software, so you will have to disable Norton Confidential for Firefox if that is possible to see if that reduces or eliminates the crashes.

• bp-481592b1-9c36-4a3f-b249-b516c2140817

Norton tell me there isn't a problem.

It's not enough to tell me that this is a "crash with Norton software". Not sure why I would want to disable any component of my AV software in order to make a browser work without crashing.

Regardless of the true cause, firefox probably shouldn't crash on me. At least thats what I think.

The Firefox extensions , not the Norton software itself.

It is not as if Norton never caused Firefox crashes before as they had to update to fix crashes before like for example http://forums.mozillazine.org/viewtopic.php?f=38&t=2645291 https://support.mozilla.org/en-US/forums/contributors/708917

Hi poorknight, Sorry you still have problems.

I am sure we all agree Firefox should not crash period. .!!  :-(

Possibly it helps if you consider the situation from a slightly different perspective:

• The last crash bp-481592b1-9c36-4a3f-b249-b516c2140817 did involve software including Norton Identity Safe and so would not have occurred (at least in that manner and signature) without Norton bundled software. (And of course not if you used IE instead of Firefox).
• We are volunteers and fellow firefox users not Firefox developers and engineers.
  • We can not solve software problems directly, but can offer workarounds and file bugs for engineers to fix if we identify Firefox faults.
• We are not suggesting you always run in safemode or without addons etc but unless you troubleshoot and test then the problem will not get solved.
• It is irrelevant what is at fault Firefox software or Norton software if it does not work together at the moment something needs fixing by one of those parties.
  • That first of all needs the fault demonstrating and documenting.
  • And you need now, a workaround or method of using Firefox without it crashing.
• I am not saying do not use the core Norton Anti Virus, I am just saying any other additional related software and features may be the main problem cause (and may be of speculative value anyway, as is the AV considering MS Windows provides that free in the form of MSE)

bp-592ae41c-af59-4f8b-9a20-7c1b52140818 1 minute ago

My 'frustration' isn't with anyone in this group or with the group itself. I appreciate all the help you guys offer and I know it’s given on a voluntary basis.

I’ve now disabled all add-ons and extension, so nothing (Norton included) is active.

I’ll monitor and confirm how much firefox falls over.

Again, thanks for all the help.

That's another Norton related crash

• bp-592ae41c-af59-4f8b-9a20-7c1b52140818
  • Crash Signature: d3dcompiler_47.dll@0x9ed67

So I will now await your testing without Norton; see if that helps prevent crashes, or at least generates a Crash Signature that is actionable.