X
Tocca qui per la versione per piattaforma mobile del sito.

Forum di supporto

Questa discussione è archiviata. Inserire una nuova richiesta se occorre aiuto.

black screen of death (ksod)

Inserita

I have a new Dell Inspiron 7373 released in October 2017 with 8th generation i7 and Intel 620 graphics...

This is a new problem from sometime around (before?) the release of Quantum...

After some time using the browser, my laptop inevitably has a black screen of death (KSOD) issue where the device screen will not wake from display sleep (before the device enters sleep or hibernation) and the device must be shut off by holding the power button as the track pad or special key combinations do not work to wake the screen...

I have tried disabling hardware acceleration and uninstalling/reinstalling the Intel graphics driver (which is not testable for long since Windows Update re-installs it almost immediately, though I could try disabling wuauserv in the services manager...)

I also reinstalled Firefox and refreshed my profile, and tried running the browser in with the add-ons disabled...

...Please advise

Thank you for your time and consideration

I have a new Dell Inspiron 7373 released in October 2017 with 8th generation i7 and Intel 620 graphics... This is a new problem from sometime around (before?) the release of Quantum... After some time using the browser, my laptop inevitably has a black screen of death (KSOD) issue where the device screen will not wake from display sleep (before the device enters sleep or hibernation) and the device must be shut off by holding the power button as the track pad or special key combinations do not work to wake the screen... I have tried disabling hardware acceleration and uninstalling/reinstalling the Intel graphics driver (which is not testable for long since Windows Update re-installs it almost immediately, though I could try disabling wuauserv in the services manager...) I also reinstalled Firefox and refreshed my profile, and tried running the browser in with the add-ons disabled... ...Please advise Thank you for your time and consideration

Dettagli aggiuntivi sul sistema

Plugin installati

  • Shockwave Flash 31.0 r0

Applicazione

  • Firefox 63.0.1
  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:63.0) Gecko/20100101 Firefox/63.0
  • URL per il supporto: https://support.mozilla.org/1/firefox/63.0.1/WINNT/en-US/

Estensioni

  • Auto Tab Discard 0.2.9 ({c2c003ee-bd69-42a2-b0e9-6f34222cb046})
  • Firefox Multi-Account Containers 6.0.0 (@testpilot-containers)
  • Ghostery – Privacy Ad Blocker 8.2.4 (firefox@ghostery.com)
  • Location Guard 2.1.3 (jid1-HdwPLukcGQeOSh@jetpack)
  • McAfee® WebAdvisor 7.0.0.17912 ({4ED1F68A-5463-4931-9384-8FFF5ED91D92})
  • Open in Private Mode 0.1.0 ({ce1a7b4e-0937-4480-b15e-42a996d680b8})
  • Privacy Pass 1.0 ({48748554-4c01-49e8-94af-79662bf34d50})
  • Smart HTTPS 0.2.5 ({b3e677f4-1150-4387-8629-da738260a48e})
  • Tab Session Manager 4.2.2 (Tab-Session-Manager@sienori)
  • ZenMate VPN - Best Cyber Security & Unblock 6.3.1 (firefox-webext@zenmate.com)
  • AdGuard AdBlocker 2.10.13 (adguardadblocker@adguard.com) (Inattiva)
  • Download Virus Checker 0.1.1 ({4785b360-ef55-4868-a385-c4ca829ba576}) (Inattiva)
  • Enhanced Steam 9.9 (jid1-YdiFiTEkQgInxA@jetpack) (Inattiva)
  • Hotspot Shield VPN Free Proxy – Unblock Sites 3.4.18 (hotspot-shield@anchorfree.com) (Inattiva)
  • Stay secure with CyberGhost VPN Free Proxy 6.2.3 ({585280b0-ee78-428a-92c5-3fb3c0b85460}) (Inattiva)
  • Touch VPN 2.2.15 (touch-vpn@anchorfree.com) (Inattiva)
  • TrafficLight 3.0.0 (trafficlight@bitdefender.com) (Inattiva)
  • Tree Style Tab 2.6.8 (treestyletab@piro.sakura.ne.jp) (Inattiva)
  • URL analyzing with VirusTotal™ 0.2.0 (jid0-DjsrWcAS3Wgq2xyyqqVL8Dqk1Lo@jetpack) (Inattiva)
  • WebRTC Leak Shield 1.0.4 (@webrtc-leak-shield) (Inattiva)

Javascript

  • incrementalGCEnabled: True

Grafica

  • adapterDescription: Intel(R) UHD Graphics 620
  • adapterDescription2:
  • adapterDeviceID: 0x5917
  • adapterDeviceID2:
  • adapterDrivers: igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32
  • adapterDrivers2:
  • adapterRAM: Unknown
  • adapterRAM2:
  • adapterSubsysID: 07eb1028
  • adapterSubsysID2:
  • adapterVendorID: 0x8086
  • adapterVendorID2:
  • clearTypeParameters: Gamma: 2.2 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 50
  • contentUsesTiling: False
  • crashGuards: []
  • direct2DEnabled: True
  • directWriteEnabled: True
  • directWriteVersion: 10.0.17134.376
  • driverDate: 2-28-2018
  • driverDate2:
  • driverVersion: 23.20.16.4973
  • driverVersion2:
  • featureLog: {u'fallbacks': [], u'features': [{u'status': u'available', u'description': u'Compositing', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'HW_COMPOSITING'}, {u'status': u'available', u'description': u'Direct3D11 Compositing', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'D3D11_COMPOSITING'}, {u'status': u'available', u'description': u'Direct2D', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'DIRECT2D'}, {u'status': u'available', u'description': u'Direct3D11 hardware ANGLE', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'D3D11_HW_ANGLE'}, {u'status': u'available', u'description': u'GPU Process', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'GPU_PROCESS'}, {u'status': u'opt-in', u'description': u'WebRender', u'log': [{u'status': u'opt-in', u'message': u'WebRender is an opt-in feature', u'type': u'default'}], u'name': u'WEBRENDER'}, {u'status': u'blocked', u'description': u'WebRender qualified', u'log': [{u'status': u'available', u'type': u'default'}, {u'status': u'blocked', u'message': u'No qualified hardware', u'type': u'env'}], u'name': u'WEBRENDER_QUALIFIED'}, {u'status': u'available', u'description': u'Off Main Thread Painting', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'OMTP'}, {u'status': u'available', u'description': u'Advanced Layers', u'log': [{u'status': u'available', u'type': u'default'}], u'name': u'ADVANCED_LAYERS'}]}
  • info: {u'AzureContentBackend (UI Process)': u'skia', u'AzureCanvasBackend (UI Process)': u'skia', u'ApzWheelInput': 1, u'ApzDragInput': 1, u'ApzKeyboardInput': 1, u'ApzTouchInput': 1, u'AzureFallbackCanvasBackend (UI Process)': u'cairo', u'ApzAutoscrollInput': 1, u'AzureCanvasAccelerated': 0, u'AzureCanvasBackend': u'direct2d 1.1', u'AzureContentBackend': u'direct2d 1.1'}
  • isGPU2Active: False
  • numAcceleratedWindows: 1
  • numTotalWindows: 1
  • offMainThreadPaintEnabled: True
  • offMainThreadPaintWorkerCount: 4
  • usesTiling: False
  • webgl1DriverExtensions: GL_ANGLE_client_arrays GL_ANGLE_depth_texture GL_ANGLE_explicit_context GL_ANGLE_explicit_context_gles1 GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_pack_reverse_row_order GL_ANGLE_program_cache_control GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_color_buffer_float_rgb GL_CHROMIUM_color_buffer_float_rgba GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_compression_s3tc_srgb GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_KHR_robust_buffer_access_behavior GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_surfaceless_context GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object OES_compressed_EAC_R11_signed_texture OES_compressed_EAC_R11_unsigned_texture OES_compressed_EAC_RG11_signed_texture OES_compressed_EAC_RG11_unsigned_texture OES_compressed_ETC2_RGB8_texture OES_compressed_ETC2_RGBA8_texture OES_compressed_ETC2_punchthroughA_RGBA8_texture OES_compressed_ETC2_punchthroughA_sRGB8_alpha_texture OES_compressed_ETC2_sRGB8_alpha8_texture OES_compressed_ETC2_sRGB8_texture
  • webgl1Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_frag_depth EXT_sRGB EXT_shader_texture_lod EXT_texture_filter_anisotropic EXT_disjoint_timer_query OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context
  • webgl1Renderer: Google Inc. -- ANGLE (Intel(R) UHD Graphics 620 Direct3D11 vs_5_0 ps_5_0)
  • webgl1Version: OpenGL ES 2.0 (ANGLE 2.1.0.ae3b5a6552ee)
  • webgl1WSIInfo: EGL_VENDOR: Google Inc. (adapter LUID: 0000000000014336) EGL_VERSION: 1.4 (ANGLE 2.1.0.ae3b5a6552ee) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_CHROMIUM_sync_control EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization EGL_ANGLE_create_context_extensions_enabled EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses EGL_ANGLE_explicit_context
  • webgl2DriverExtensions: GL_ANGLE_client_arrays GL_ANGLE_depth_texture GL_ANGLE_explicit_context GL_ANGLE_explicit_context_gles1 GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_multiview GL_ANGLE_pack_reverse_row_order GL_ANGLE_program_cache_control GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_color_buffer_float_rgb GL_CHROMIUM_color_buffer_float_rgba GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_float GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_compression_s3tc_srgb GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_norm16 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_KHR_robust_buffer_access_behavior GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_EGL_image_external_essl3 GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_surfaceless_context GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object OES_compressed_EAC_R11_signed_texture OES_compressed_EAC_R11_unsigned_texture OES_compressed_EAC_RG11_signed_texture OES_compressed_EAC_RG11_unsigned_texture OES_compressed_ETC2_RGB8_texture OES_compressed_ETC2_RGBA8_texture OES_compressed_ETC2_punchthroughA_RGBA8_texture OES_compressed_ETC2_punchthroughA_sRGB8_alpha_texture OES_compressed_ETC2_sRGB8_alpha8_texture OES_compressed_ETC2_sRGB8_texture
  • webgl2Extensions: EXT_color_buffer_float EXT_texture_filter_anisotropic EXT_disjoint_timer_query OES_texture_float_linear WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_lose_context
  • webgl2Renderer: Google Inc. -- ANGLE (Intel(R) UHD Graphics 620 Direct3D11 vs_5_0 ps_5_0)
  • webgl2Version: OpenGL ES 3.0 (ANGLE 2.1.0.ae3b5a6552ee)
  • webgl2WSIInfo: EGL_VENDOR: Google Inc. (adapter LUID: 0000000000014336) EGL_VERSION: 1.4 (ANGLE 2.1.0.ae3b5a6552ee) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_CHROMIUM_sync_control EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization EGL_ANGLE_create_context_extensions_enabled EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses EGL_ANGLE_explicit_context
  • windowLayerManagerRemote: True
  • windowLayerManagerType: Direct3D 11
  • windowUsingAdvancedLayers: True

Preferenze modificate

Varie

  • User JS: No
  • Accessibilità: Sì
FredMcD
  • Top 10 Contributor
4274 soluzioni 59942 risposte

This sounds more like the computer locked up.

Does this happen only when Firefox is running?

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. Now go to the reply box and paste them in.

aboutcrashesFx57

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 recent 5-7 File Names in the folder. Post the information in the reply box.

This sounds more like the computer locked up. Does this happen only when Firefox is running? [https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode 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. Now go to the reply box and '''paste''' them in. ;[[Image:aboutcrashesFx57|width=500]] 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 recent '''5-7 File Names''' in the folder. Post the information in the reply box.

Utente che ha posto la domanda

I only notice this problem when Firefox and or Andy Emulator is running, but not yet otherwise with my other apps... However, Firefox takes up to three days to show KSOD but Andy KSOD happens soon after the display sleeps (20 minute timeout) the first time but before the device sleeps (30 minute timeout) or hibernates (180 minute timeout).

I think I tried safe mode recently for this problem, but there is another problem that is happening where the browser will randomly freeze sometimes on my running tab and I have to force close the app and restart (this problem is also happening after reinstalling and refreshing), so I forget if it did KSOD in safe mode or not, but I can try again...

In the meantime, I have copied the first 10 crash report numbers, and if you need more there are 16 more dating back to 05-17-2018...

e3d5a84c-0ca1-4c69-9462-ab516cdcf43e Sat, 11/10/2018 7:13 PM 82e4e267-b73e-4bb4-b563-9d492c1396d3 Thu, 11/08/2018 5:15 PM 0ed593ab-9b45-4ee6-96aa-b9ec3409586f Thu, 11/08/2018 11:20 AM 42ce74b2-42e7-4ef5-926d-750975ae77de Mon, 11/05/2018 7:41 PM 8da0d046-6dd9-4c3e-85d2-0d16afefd0f8 Mon, 11/05/2018 7:29 PM b8906ba3-2f16-43e1-bfd1-b53a36f1bb63 Mon, 11/05/2018 6:10 PM a70e5dd2-27a1-41f9-9cb6-a938142537f9 Mon, 11/05/2018 12:16 PM 8817b5bb-72ca-4d24-9546-2d9305c1a5f4 Wed, 10/31/2018 1:13 PM 81f87e6f-4a70-41cd-8bbd-f623dbe350dc Mon, 10/15/2018 8:18 AM b794f317-95f1-4ae9-b0b3-ad788252010f Sat, 10/06/2018 11:59 AM

I only notice this problem when Firefox and or Andy Emulator is running, but not yet otherwise with my other apps... However, Firefox takes up to three days to show KSOD but Andy KSOD happens soon after the display sleeps (20 minute timeout) the first time but before the device sleeps (30 minute timeout) or hibernates (180 minute timeout). I think I tried safe mode recently for this problem, but there is another problem that is happening where the browser will randomly freeze sometimes on my running tab and I have to force close the app and restart (this problem is also happening after reinstalling and refreshing), so I forget if it did KSOD in safe mode or not, but I can try again... In the meantime, I have copied the first 10 crash report numbers, and if you need more there are 16 more dating back to 05-17-2018... e3d5a84c-0ca1-4c69-9462-ab516cdcf43e Sat, 11/10/2018 7:13 PM 82e4e267-b73e-4bb4-b563-9d492c1396d3 Thu, 11/08/2018 5:15 PM 0ed593ab-9b45-4ee6-96aa-b9ec3409586f Thu, 11/08/2018 11:20 AM 42ce74b2-42e7-4ef5-926d-750975ae77de Mon, 11/05/2018 7:41 PM 8da0d046-6dd9-4c3e-85d2-0d16afefd0f8 Mon, 11/05/2018 7:29 PM b8906ba3-2f16-43e1-bfd1-b53a36f1bb63 Mon, 11/05/2018 6:10 PM a70e5dd2-27a1-41f9-9cb6-a938142537f9 Mon, 11/05/2018 12:16 PM 8817b5bb-72ca-4d24-9546-2d9305c1a5f4 Wed, 10/31/2018 1:13 PM 81f87e6f-4a70-41cd-8bbd-f623dbe350dc Mon, 10/15/2018 8:18 AM b794f317-95f1-4ae9-b0b3-ad788252010f Sat, 10/06/2018 11:59 AM

Utente che ha posto la domanda

Some of the crash reports are not getting submitted when I click on them... Is there anything I can do besides enabling sending backlogged reports in the settings?

Some of the crash reports are not getting submitted when I click on them... Is there anything I can do besides enabling sending backlogged reports in the settings?
FredMcD
  • Top 10 Contributor
4274 soluzioni 59942 risposte

None of those crash reports were 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.

None of those crash reports were 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. '''

Utente che ha posto la domanda

Here are the ones that were submitted by submitted date... The rest were throttled...

bp-4f66726e-e56c-4fb9-bb3f-0f2960181113 Mon, 11/12/2018 11:26 PM bp-d04b167b-5644-4423-a58e-858b70181113 Mon, 11/12/2018 11:26 PM bp-bb092dac-1d64-4d8d-86d4-068e20181113 Mon, 11/12/2018 11:25 PM bp-96d88b21-f575-4bd1-a2a6-bae760181113 Mon, 11/12/2018 11:25 PM bp-62638ac4-4529-4fab-b3b0-4c1320181113 Mon, 11/12/2018 11:24 PM bp-8e983126-3640-4b29-bff6-624d70181113 Mon, 11/12/2018 11:24 PM bp-d1493c7f-e2cd-484f-b631-93ee70181113 Mon, 11/12/2018 11:24 PM bp-7f186044-b312-455c-8dcf-e88370181113 Mon, 11/12/2018 11:24 PM bp-a6ff8155-14cb-4534-9ba4-eca160181113 Mon, 11/12/2018 11:24 PM bp-44faa4b3-e51c-4c35-a668-db6920181113 Mon, 11/12/2018 11:24 PM bp-65b63a02-6347-44df-8d81-ae78e0181113 Mon, 11/12/2018 11:23 PM bp-4c49b5e8-1d67-4895-b684-5ed790181113 Mon, 11/12/2018 11:23 PM bp-1f5fec85-2fb1-4b4b-a999-637d40181113 Mon, 11/12/2018 11:23 PM bp-b7e4857c-bb99-4b15-a53f-3ee0d0181113 Mon, 11/12/2018 11:23 PM bp-0aca199c-cf37-40bd-9eaa-2a7ba0181113 Mon, 11/12/2018 11:23 PM

Here are the ones that were submitted by submitted date... The rest were throttled... bp-4f66726e-e56c-4fb9-bb3f-0f2960181113 Mon, 11/12/2018 11:26 PM bp-d04b167b-5644-4423-a58e-858b70181113 Mon, 11/12/2018 11:26 PM bp-bb092dac-1d64-4d8d-86d4-068e20181113 Mon, 11/12/2018 11:25 PM bp-96d88b21-f575-4bd1-a2a6-bae760181113 Mon, 11/12/2018 11:25 PM bp-62638ac4-4529-4fab-b3b0-4c1320181113 Mon, 11/12/2018 11:24 PM bp-8e983126-3640-4b29-bff6-624d70181113 Mon, 11/12/2018 11:24 PM bp-d1493c7f-e2cd-484f-b631-93ee70181113 Mon, 11/12/2018 11:24 PM bp-7f186044-b312-455c-8dcf-e88370181113 Mon, 11/12/2018 11:24 PM bp-a6ff8155-14cb-4534-9ba4-eca160181113 Mon, 11/12/2018 11:24 PM bp-44faa4b3-e51c-4c35-a668-db6920181113 Mon, 11/12/2018 11:24 PM bp-65b63a02-6347-44df-8d81-ae78e0181113 Mon, 11/12/2018 11:23 PM bp-4c49b5e8-1d67-4895-b684-5ed790181113 Mon, 11/12/2018 11:23 PM bp-1f5fec85-2fb1-4b4b-a999-637d40181113 Mon, 11/12/2018 11:23 PM bp-b7e4857c-bb99-4b15-a53f-3ee0d0181113 Mon, 11/12/2018 11:23 PM bp-0aca199c-cf37-40bd-9eaa-2a7ba0181113 Mon, 11/12/2018 11:23 PM

Utente che ha posto la domanda

Also, the device had KSOD again yesterday on display sleep the first time before device sleep/hibernation with Firefox in safe mode...

Also, the device had KSOD again yesterday on display sleep the first time before device sleep/hibernation with Firefox in safe mode...

Utente che ha posto la domanda

Here are four more...

bp-8b954744-bb6c-4eb7-882a-f52a90181106 Mon, 11/05/2018 7:39 PM bp-76660bb9-4532-415b-b175-7ccc70181015 Mon, 10/15/2018 8:41 AM bp-aa1ab934-7661-4cf5-bf1a-3dcfd0180917 Mon, 09/17/2018 12:34 PM bp-37c40803-8435-4de5-9329-926740180516 Wed, 05/16/2018 10:59 AM

Here are four more... bp-8b954744-bb6c-4eb7-882a-f52a90181106 Mon, 11/05/2018 7:39 PM bp-76660bb9-4532-415b-b175-7ccc70181015 Mon, 10/15/2018 8:41 AM bp-aa1ab934-7661-4cf5-bf1a-3dcfd0180917 Mon, 09/17/2018 12:34 PM bp-37c40803-8435-4de5-9329-926740180516 Wed, 05/16/2018 10:59 AM

Utente che ha posto la domanda

Ok, I disabled flash in safe mode and the device has gone to sleep normally three times now, no KSOD...

Ok, I disabled flash in safe mode and the device has gone to sleep normally three times now, no KSOD...

Utente che ha posto la domanda

Ok, I re enabled flash but now there is no KSOD as the device went to sleep normally three times...

However, the first KSOD in safe mode may not have been a KSOD because I think I may have simply tried to wake the device and force powered it off at the moment it was going to sleep, so I am going to use Firefox in safe mode for a few days to make sure that KSOD is still happening...

Ok, I re enabled flash but now there is no KSOD as the device went to sleep normally three times... However, the first KSOD in safe mode may not have been a KSOD because I think I may have simply tried to wake the device and force powered it off at the moment it was going to sleep, so I am going to use Firefox in safe mode for a few days to make sure that KSOD is still happening...
FredMcD
  • Top 10 Contributor
4274 soluzioni 59942 risposte

Product Firefox Release Channel release Version 63.0.1 Build ID 20181030165643 OS Unknown OS Version Unknown

Thu, 08 Nov 2018 16:20:35 GMT bp-4f66726e-e56c-4fb9-bb3f-0f2960181113 Signature: hang

Process Type plugin (web) Filename: NPSWF64_31_0_0_122.dll

This is for Sumo's Related Bugs 775193 RESOLVED INCOMPLETE Adobe Flash crashes frequently

710559 RESOLVED INCOMPLETE crash hang

709479 RESOLVED INCOMPLETE [@ hang] KiFastSystemCallRet <- NtUserWaitMessage <- nsBaseAppShell <- nsThread ++++++++++++++++++++++++++++++++++++++++++ bp-d04b167b-5644-4423-a58e-858b70181113 Signature: EMPTY: no crashing thread identified; unknown error

This is for Sumo's Related Bugs 1506830 RESOLVED DUPLICATE Crash in EMPTY: no crashing thread identified; unknown error

1098524 RESOLVED DUPLICATE [Everythingme] When user attempts to sign into Everything.me, Browser crashes

Product Firefox Release Channel release Version 63.0.1 Build ID 20181030165643 OS Unknown OS Version Unknown Thu, 08 Nov 2018 16:20:35 GMT bp-4f66726e-e56c-4fb9-bb3f-0f2960181113 Signature: hang Process Type plugin (web) Filename: NPSWF64_31_0_0_122.dll This is for Sumo's Related Bugs 775193 RESOLVED INCOMPLETE Adobe Flash crashes frequently 710559 RESOLVED INCOMPLETE crash hang 709479 RESOLVED INCOMPLETE [@ hang] KiFastSystemCallRet <- NtUserWaitMessage <- nsBaseAppShell <- nsThread ++++++++++++++++++++++++++++++++++++++++++ bp-d04b167b-5644-4423-a58e-858b70181113 Signature: EMPTY: no crashing thread identified; unknown error This is for Sumo's Related Bugs 1506830 RESOLVED DUPLICATE Crash in EMPTY: no crashing thread identified; unknown error 1098524 RESOLVED DUPLICATE [Everythingme] When user attempts to sign into Everything.me, Browser crashes
FredMcD
  • Top 10 Contributor
4274 soluzioni 59942 risposte

Product Firefox Release Channel release Version 63.0.1 Build ID 20181030165643 OS Windows 10 OS Version 10.0.17134

Thu, 01 Nov 2018 13:32:39 GMT bp-8b954744-bb6c-4eb7-882a-f52a90181106 Signature: shutdownhang | NtUserMsgWaitForMultipleObjectsEx | user32.dll@0x2031c

msctf.dll = Microsoft

user32.dll = Windows User API

ntdll.dll = Microsoft

Product Firefox Release Channel release Version 63.0.1 Build ID 20181030165643 OS Windows 10 OS Version 10.0.17134 Thu, 01 Nov 2018 13:32:39 GMT bp-8b954744-bb6c-4eb7-882a-f52a90181106 Signature: shutdownhang | NtUserMsgWaitForMultipleObjectsEx | user32.dll@0x2031c msctf.dll = Microsoft user32.dll = Windows User API ntdll.dll = Microsoft
FredMcD
  • Top 10 Contributor
4274 soluzioni 59942 risposte

Some of the reports were too old to be much help.


Remove your Flash Player using these links; http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-windows.html Uninstall Flash Player | Windows http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-mac-os.html Uninstall Flash Player | Mac +++++++++++++++++++++++++++++++++++++++++++++ Then re-install using these links Note: Windows users should download the ActiveX for Internet Explorer. and the plugin for Plugin-based browsers (like Firefox).

Note: Windows 8 and Windows 10 have built-in flash players and Adobe will cause a conflict. Install the plugin only. Not the ActiveX.

Flash Player Version: Version 31.0.0.122

https://get.adobe.com/flashplayer/ Direct link scans current system and browser Note: Other software is offered in the download. <Windows Only>

https://get.adobe.com/flashplayer/otherversions/ Step 1: Select Operating System Step 2: Select A Version (Firefox, Win IE . . . .) Note: Other software is offered in the download. <Windows Only> +++++++++++++++++++ See if there are updates for your graphics drivers https://support.mozilla.org/en-US/kb/upgrade-graphics-drivers-use-hardware-acceleration

Some of the reports were too old to be much help. --------- Remove your Flash Player using these links; http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-windows.html Uninstall Flash Player | Windows http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-mac-os.html Uninstall Flash Player | Mac +++++++++++++++++++++++++++++++++++++++++++++ Then re-install using these links '''Note: Windows users''' should download the '''ActiveX''' for ''Internet Explorer.'' '''and''' the '''plugin''' for ''Plugin-based browsers'' (like Firefox). '''Note: Windows 8 and Windows 10''' have built-in flash players and Adobe will cause a conflict. Install the plugin only. Not the ActiveX. Flash Player Version: '''Version 31.0.0.122 ''' https://get.adobe.com/flashplayer/ Direct link scans current system and browser '''Note: Other software''' is offered in the download. <Windows Only> https://get.adobe.com/flashplayer/otherversions/ Step 1: Select Operating System Step 2: Select A Version (Firefox, Win IE . . . .) '''Note: Other software''' is offered in the download. <Windows Only> +++++++++++++++++++ See if there are updates for your graphics drivers https://support.mozilla.org/en-US/kb/upgrade-graphics-drivers-use-hardware-acceleration
FredMcD
  • Top 10 Contributor
4274 soluzioni 59942 risposte
Perform a System File Check to fix corrupted system files '''Win 7, 8, 10, Vista:''' https://support.microsoft.com/en-us/kb/929833 '''Win XP:''' https://answers.microsoft.com/en-us/windows/forum/all/windows-xp-scan-and-fix-disk-errors/6fe2827a-4be6-4bc1-8083-5139b5aa3a3d Wiki - Windows 10 System File Check http://answers.microsoft.com/en-us/windows/wiki/windows_10-update/system-file-check-sfc-scan-and-repair-system-files/bc609315-da1f-4775-812c-695b60477a93
FredMcD
  • Top 10 Contributor
4274 soluzioni 59942 risposte

Note: Flash player is now Version: 31.0.0.148

Note: Flash player is now Version: 31.0.0.148

Utente che ha posto la domanda

Ok, I verified that KSOD is happening with flash enabled in safe mode, so then I received your advice to uninstall flash and reinstall...

Also, I had already run System File Check Utility and Repair Windows System Image (DISM) too before contacting you and both were clean...

Now I am going to wait in safe mode with reinstalled flash enabled for a few days, but I still have not tried to wait a few days in safe mode with flash disabled, but I will if it still has freezing or KSOD...

Note: Adobe advises to delete the files in the following folders:

C:\Windows\system32\Macromed\Flash C:\Windows\SysWOW64\Macromed\Flash %appdata%\Adobe\Flash Player %appdata%\Macromedia\Flash Player

but on Win 10 the system32 and SysWOW64 Macromed Flash folders belong to trusted installer and the owner needs to be changed to delete them...

Then, I found after this that Flash does not have an installer for Win 10 IE (it is a preinstalled Microsoft Windows Third Party Component), so the only way to recover Flash is to wait for Windows Update or manually uninstall the update for flash player from the Windows Update History settings page (which probably should have delete the necessary files?), and then reinstall it from the Windows Update Catalog site... But, adobe did not say this on their site...

Ok, I verified that KSOD is happening with flash enabled in safe mode, so then I received your advice to uninstall flash and reinstall... Also, I had already run System File Check Utility and Repair Windows System Image (DISM) too before contacting you and both were clean... Now I am going to wait in safe mode with reinstalled flash enabled for a few days, but I still have not tried to wait a few days in safe mode with flash disabled, but I will if it still has freezing or KSOD... Note: Adobe advises to delete the files in the following folders: C:\Windows\system32\Macromed\Flash C:\Windows\SysWOW64\Macromed\Flash %appdata%\Adobe\Flash Player %appdata%\Macromedia\Flash Player but on Win 10 the system32 and SysWOW64 Macromed Flash folders belong to trusted installer and the owner needs to be changed to delete them... Then, I found after this that Flash does not have an installer for Win 10 IE (it is a preinstalled Microsoft Windows Third Party Component), so the only way to recover Flash is to wait for Windows Update or manually uninstall the update for flash player from the Windows Update History settings page (which probably should have delete the necessary files?), and then reinstall it from the Windows Update Catalog site... But, adobe did not say this on their site...
FredMcD
  • Top 10 Contributor
4274 soluzioni 59942 risposte
If you need more help on the flash issue, check these links; Adobe Support https://forums.adobe.com/community/flashplayer https://support.microsoft.com http://answers.microsoft.com/en-US/windows/forum/windows_10

Utente che ha posto la domanda

After Flash reinstall, KSOD is still happening in safe mode with flash enabled and with flash disabled...

After Flash reinstall, KSOD is still happening in safe mode with flash enabled and with flash disabled...

Utente che ha posto la domanda

I do not know if this is related to the KSOD issue, or else a security feature, but before and after the refresh and before and after verifying the integrity of my places database on about:support, my bookmarks are not being exported to a HTML file, as opening that file only shows bookmarks in the 'other bookmarks' folder, and the file is not usable to import from another browser... Also, the direct import feature from chrome, or from other browsers, does not work either, so is there a way to unlock the file or fix this?

I do not know if this is related to the KSOD issue, or else a security feature, but before and after the refresh and before and after verifying the integrity of my places database on about:support, my bookmarks are not being exported to a HTML file, as opening that file only shows bookmarks in the 'other bookmarks' folder, and the file is not usable to import from another browser... Also, the direct import feature from chrome, or from other browsers, does not work either, so is there a way to unlock the file or fix this?
FredMcD
  • Top 10 Contributor
4274 soluzioni 59942 risposte

I called for more help.

I called for more help.

Utente che ha posto la domanda

Thank you...

...do you think any Windows Defender 'exploit protection' or controlled folder access settings affect Firefox, because I have 'mandatory ASLR' enabled and can add Firefox to the customized exploit protection programs list if you guide me as to the correct settings to use?

Thank you... ...do you think any Windows Defender 'exploit protection' or controlled folder access settings affect Firefox, because I have 'mandatory ASLR' enabled and can add Firefox to the customized exploit protection programs list if you guide me as to the correct settings to use?