Recent answers to I am getting pop-up messages that Firefox crashed, but Firefox is not even runninghttps://support.mozilla.org/km/questions/14069182023-07-04T22:33:35-07:00Peter said
I have Firefox 114.0.2 on two machines.
My wife's machine is running Windows 8.1. I inst2023-07-04T22:33:35-07:00firefox2241https://support.mozilla.org/km/questions/1406918#answer-1588788<em><p>Peter <a href="#answer-1588753" rel="nofollow">said</a></p></em>
<blockquote>I have Firefox 114.0.2 on two machines.
My wife's machine is running Windows 8.1. I installed Firefox and selected it as the default browser, but she continues to use Chrome. Despite that, whenever I have a look at her computer, the Firefox Crash reporter is showing on the task bar.
</blockquote>
<p>You will probably get a better response if you open your own thread instead of asking a new question in my thread.
</p>I have Firefox 114.0.2 on two machines.
My wife's machine is running Windows 8.1. I installed Firef2023-07-04T16:39:25-07:00pjm.mcnabhttps://support.mozilla.org/km/questions/1406918#answer-1588753<p>I have Firefox 114.0.2 on two machines.
My wife's machine is running Windows 8.1. I installed Firefox and selected it as the default browser, but she continues to use Chrome. Despite that, whenever I have a look at her computer, the Firefox Crash reporter is showing on the task bar. I have tried restart and close, but neither of these options makes any sense when the program is and was not running. Like others, I have looked for Firefox or Mozilla processes but see none. I had also wondered about malware.
I have a number of browsers installed on my Windows 10 laptop but Firefox is the nominated default browser. I have never had a crash or crash report.
I don't know if the crash reporter generates a report every time or in real time. The reports at about:crashes didn't seem to include recent incidents until I looked again several hours later. Also when I clicked on a recently sent report, Firefox reported that it did not exist. Most recently, 'there was a problem submitting the report' flashed up.
The most recent saved report [bp-290198c6-0583-431b-afb5-db8240230705] did open (once it appeared) indicated the some Mozilla and Firefox processes had been running and were unable to shut down. In some threads, some of the modules have been marked red. I guess those have a problem? They were IPSEng64.dll in one thread and combase.dll in 4 others. Does this help me solve the problem?
</p><p>I have disabled updates when Firefox is not running: hoping this will prevent the majority of the reports.
</p>The crash has to be the background update process. However, it's puzzling because I never see it run2023-03-05T04:13:28-08:00firefox2241https://support.mozilla.org/km/questions/1406918#answer-1569098<p>The crash has to be the background update process. However, it's puzzling because I never see it running in Task Manager. After a crash occurs I select "Close Firefox" but somehow the process must automatically restart because, as I mentioned, I get multiple crashes a day.
</p><p>I uninstalled it, and the uninstall process never completed. It looks like it's gone, but there may have been some junk left in the Registry or in the file system.
</p><p>If I need to use it again I'll reinstall it and we'll see what happens then. Until that time I'll consider this solved, even though a root cause or direct fix has not been found.
</p>The crashes are shutdown hangs where Firefox fails to close properly and a crash is forced.
The seco2023-03-05T03:05:02-08:00cor-elhttps://support.mozilla.org/km/questions/1406918#answer-1569072<p>The crashes are shutdown hangs where Firefox fails to close properly and a crash is forced.
</p><p>The second crash report mentionst the backgroundupdate service that is run via the OS task scheduler.
You can try to disable this service.
</p>
<ul><li><a href="https://support.mozilla.org/en-US/kb/enable-background-updates-firefox-windows" rel="nofollow">https://support.mozilla.org/en-US/kb/enable-background-updates-firefox-windows</a>
</li></ul>
<pre>Firefox 110.0 Crash Report [@ shutdownhang | mozilla::SpinEventLoopUntil | nsThread::Shutdown | nsThreadManager::ShutdownNonMainThreads ]
MOZ_CRASH Reason (Sanitized)&nbsp;: Shutdown hanging at step XPCOMShutdownThreads. Something is blocking the main-thread.
BackgroundTaskName&nbsp;: backgroundupdate
</pre>Reboot the computer and run these tools to see what is set to run when the computer starts.
https://2023-03-05T02:24:05-08:00jonzn4SUSEhttps://support.mozilla.org/km/questions/1406918#answer-1569069<p>Reboot the computer and run these tools to see what is set to run when the computer starts.
<a href="https://learn.microsoft.com/en-us/sysinternals/downloads/autoruns" rel="nofollow">https://learn.microsoft.com/en-us/sysinternals/downloads/autoruns</a>
<a href="https://learn.microsoft.com/en-us/sysinternals/downloads/process-explorer" rel="nofollow">https://learn.microsoft.com/en-us/sysinternals/downloads/process-explorer</a>
</p>FYI I am still getting these crash pop-ups multiple times a day and Firefox is not running. At this 2023-03-04T23:49:49-08:00firefox2241https://support.mozilla.org/km/questions/1406918#answer-1569039<p>FYI I am still getting these crash pop-ups multiple times a day and Firefox is not running. At this point I see no other option but to uninstall.
</p>Thank you. There was only one submitted, one unsubmitted. I submitted the unsubmitted one, and here 2023-03-02T22:14:37-08:00firefox2241https://support.mozilla.org/km/questions/1406918#answer-1568672<p>Thank you. There was only one submitted, one unsubmitted. I submitted the unsubmitted one, and here are the resulting IDs:
</p><p>bp-6c0d14da-2d73-471b-8eaa-657150230303 3/2/2023, 10:46 PM
bp-35ac6d52-fb93-4a04-bcfb-9949c0230303 3/3/2023, 9:11 AM
</p><p>The key issue here is that when these crash notifications occur I am not using Firefox and there is no Firefox process visible in Task Manager.
</p>We're sorry to hear that Firefox is crashing. In order to assist you better, please follow the steps2023-03-02T15:57:52-08:00plwthttps://support.mozilla.org/km/questions/1406918#answer-1568617<p>We're sorry to hear that Firefox is crashing. In order to assist you better, please follow the steps below to provide us crash IDs to help us learn more about your crash.
</p><p><strong>The crash report is several pages of data.</strong>
<strong>We need the report numbers to see the whole report.</strong>
</p>
<ol><li>Enter <em>about:crashes</em> in the Firefox address bar and press Enter. A list of Submitted/Unsubmitted Crash Reports will appear, similar to the one shown below.
</li><li>Copy the <strong>5</strong> most recent Submitted Report IDs that start with <strong>bp-</strong> and then go back to your forum question and paste those IDs into the "Post a Reply" box.
</li></ol>
<p><strong> Note:</strong> If a recent Report ID does not start with <strong>bp-</strong> click on it to submit the report.
</p><p>(Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.)
</p>
<dl><dt><img class="wiki-image frameless" src="https://assets-prod.sumo.prod.webservices.mozgcp.net/media/uploads/gallery/images/2018-12-09-16-08-19-654011.png" alt="Fx64Beta-aboutcrashes-unsubmitted" width="500">
</dt></dl>
<p>Thank you for your help!
</p><p>More information and further troubleshooting steps can be found in the <a href="/en-US/kb/troubleshoot-firefox-crashes-closing-or-quitting" rel="nofollow">Troubleshoot Firefox crashes (closing or quitting unexpectedly)</a> article.
</p>