Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Firefox crashes

  • 2 replies
  • 1 has this problem
  • 19 views
  • Last reply by fferraz

more options

Hello my friends. I'm trying to help my aunt with her pc... she needs to run Firefox 41.0 because of some official brazilian justice system that she needs to access and they only support this version for now. Recently she had some problem with her pc and Firefox started to crash at startup.... I already tried everything described in the support section and the crash keeps happening. I'm ready to format the whole thing but I think it's valid to try your help first. The lateste crash ID is: bp-948290bc-5cd8-4d09-b06c-0a2b72160913

p.s.: she is using Windows 10

Thanks in advance!

Modified by fferraz

Chosen solution

Thanks a lot, philipp!! Turns out Symantec already issued an update fixing the problem! I only ran LiveUpdate on her Norton antivirus and Firefox is already running normally!!

Read this answer in context 👍 0

All Replies (2)

more options

hi fferraz, thanks for providing a crash report id. we have seen quite a number of similar reports about this issue in the last hours and this issue is caused by symantec security software on the device that is hooking into firefox (probably through a program/signature update done by them). other users reported that updating firefox in this situation helped with the crashes. however if you are unable to update then you'll have to get into contact with symantec's support in order to inquire how & when they are releasing an update that solves the crashing again or how to rollback their latest signature change: http://www.symantec.com/connect/forums/firefox-problem-after-sep-update

more options

Chosen Solution

Thanks a lot, philipp!! Turns out Symantec already issued an update fixing the problem! I only ran LiveUpdate on her Norton antivirus and Firefox is already running normally!!