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I have Mozilla Firefox and Thunderbird on a Win7 notebook, when Norton has a patch update in live update, both start crashing.

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  • Eyano yasuka ya david
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paulmc2
paulmc2

I have Firefox and Thunderbird on a Win7 notebook, both started crashing unexpectedly. Never could get Firefox back up and running, so tried to uninstall and reinstall; uninstall worked but now can't download to install it on the Win7 notebook.

Thunderbird is more erratic; a tech friend went in and got it running, but it has crashed twice since then. The first time, after a couple of days checking it, it just started working again. This time it crashed soon after completing a Norton live update that had a product patch. I get the crash report screen but then it fails to submit the crash report; this is the crash report from today:

AdapterDeviceID: 0x0a16 AdapterDriverVersion: 10.18.10.3412 AdapterSubsysID: 06511028 AdapterVendorID: 0x8086 Add-ons: cardbook%40vigneau.philippe:94.5,default-theme%40mozilla.org:1.3,google%40search.mozilla.org:1.0,ddg%40search.mozilla.org:1.0,amazondotcom%40search.mozilla.org:1.1,wikipedia%40search.mozilla.org:1.0,bing%40search.mozilla.org:1.0 AvailablePageFile: 14557913088 AvailablePhysicalMemory: 6057934848 AvailableVirtualMemory: 8784730701824 BackgroundTaskMode: 0 BlockedDllList: BuildID: 20241211204238 CPUMicrocodeVersion: 0x25 ContentSandboxCapable: 1 ContentSandboxLevel: 1 ContentSandboxWin32kState: Win32k Lockdown disabled -- Operating system not supported CrashTime: 1775501149 DOMFissionEnabled: 1 DOMIPCEnabled: 1 EMCheckCompatibility: true GPUProcessLaunchCount: 1 GPUProcessStatus: Running GpuSandboxLevel: 1 HeadlessMode: 0 InstallTime: 1758934052 LastStartupWasCrash: 1 LauncherProcessState: 0 ModuleSignatureInfo: {"Gen Digital Inc.":["aswhook.dll"],"Microsoft Corporation":["ucrtbase.dll","msvcp140.dll","api-ms-win-crt-multibyte-l1-1-0.dll","api-ms-win-crt-utility-l1-1-0.dll","api-ms-win-crt-math-l1-1-0.dll","api-ms-win-crt-environment-l1-1-0.dll","api-ms-win-crt-time-l1-1-0.dll","api-ms-win-crt-filesystem-l1-1-0.dll","api-ms-win-crt-locale-l1-1-0.dll","VCRUNTIME140_1.dll","api-ms-win-crt-convert-l1-1-0.dll","api-ms-win-crt-string-l1-1-0.dll","api-ms-win-crt-stdio-l1-1-0.dll","api-ms-win-crt-heap-l1-1-0.dll","api-ms-win-core-file-l2-1-0.dll","api-ms-win-core-timezone-l1-1-0.dll","api-ms-win-core-file-l1-2-0.dll","api-ms-win-core-processthreads-l1-1-1.dll","VCRUNTIME140.dll","api-ms-win-core-localization-l1-2-0.dll","api-ms-win-crt-runtime-l1-1-0.dll","WLIDNSP.DLL"],"Microsoft Windows":["ntdll.dll","psapi.dll","Wpc.dll","d2d1.dll","netprofm.dll","ktmw32.dll","dxgi.dll","wsock32.dll","npmproxy.dll","dbghelp.dll","api-ms-win-core-synch-l1-2-0.DLL","samcli.dll","netutils.dll","wtsapi32.dll","winnsi.dll","IPHLPAPI.DLL","dwmapi.dll","winmm.dll","uxtheme.dll","samlib.dll","wshbth.dll","winrnr.dll","ntmarta.dll","propsys.dll","MMDevAPI.dll","powrprof.dll","pnrpnsp.dll","NapiNSP.dll","version.dll","WSHTCPIP.DLL","rsaenh.dll","mswsock.dll","bcryptprimitives.dll","wevtapi.dll","winsta.dll","apphelp.dll","RpcRtRemote.dll","msasn1.dll","profapi.dll","devobj.dll","cfgmgr32.dll","ws2_32.dll","sechost.dll","clbcatq.dll","shlwapi.dll","Wldap32.dll","nsi.dll","imm32.dll","setupapi.dll","msvcrt.dll"],"Mozilla Corporation":["thunderbird.exe","nssckbi.dll","xul.dll","nss3.dll","freebl3.dll","softokn3.dll","lgpllibs.dll","mozglue.dll"]} Notes: FP(D00-L1000-W0000100-T000) DWrite? DWrite+ WR? WR+ ProductID: {3550f703-e582-4d05-9a08-453d09bdfdc6} ProductName: Thunderbird ReleaseChannel: esr SafeMode: 0 SecondsSinceLastCrash: 1483 StartupCacheValid: 0 StartupCrash: 0 StartupTime: 1775501140 SubmittedFrom: Client SystemMemoryUsePercentage: 28 TelemetryEnvironment: {"build":{"applicationId":"{3550f703-e582-4d05-9a08-453d09bdfdc6}","applicationName":"Thunderbird","architecture":"x86-64","buildId":"20241211204238","version":"115.18.0","vendor":null,"displayVersion":"115.18.0","platformVersion":"115.18.0","xpcomAbi":"x86_64-msvc","updaterAvailable":true},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":8096,"virtualMaxMB":8388608,"cpu":{"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2","hasAVX","hasAVX2","hasAES"]},"os":{"name":"Windows_NT","version":"6.1","locale":"en-US","servicePackMajor":1,"servicePackMinor":0,"windowsBuildNumber":7601},"hdd":{"profile":{"model":null,"revision":null,"type":null},"binary":{"model":null,"revision":null,"type":null},"system":{"model":null,"revision":null,"type":null}},"gfx":{"D2DEnabled":false,"DWriteEnabled":true,"ContentBackend":"Skia","Headless":false,"EmbeddedInFirefoxReality":false,"adapters":[{"description":"Intel(R) HD Graphics Family","vendorID":"0x8086","deviceID":"0x0a16","subsysID":"06511028","RAM":0,"driver":"igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32","driverVendor":null,"driverVersion":"10.18.10.3412","driverDate":"1-22-2014","GPUActive":true}],"monitors":[{"screenWidth":1366,"screenHeight":768,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"none","hwCompositing":{"status":"available"},"gpuProcess":{"status":"available"},"webrender":{"status":"available"},"wrCompositor":{"status":"unavailable:FEATURE_FAILURE_DCOMP_NOT_WIN10"},"openglCompositing":{"status":"unused"},"omtp":{"status":"unused"},"d3d11":{"status":"available","version":0,"warp":false,"textureSharing":false,"blocklisted":false},"d2d":{"status":"blocklisted:FEATURE_FAILURE_BUG_1432610","version":"1.1"}}},"appleModelId":null,"hasWinPackageId":false},"settings":{"blocklistEnabled":true,"e10sEnabled":true,"e10sMultiProcesses":8,"fissionEnabled":true,"telemetryEnabled":false,"locale":"en-US","intl":{},"update":{"channel":"esr","enabled":true},"userPrefs":{"browser.fixup.alternate.enabled":false,"browser.search.region":"US","network.trr.strict_native_fallback":false,"widget.content.gtk-high-contrast.enabled":true},"sandbox":{"effectiveContentProcessLevel":1,"contentWin32kLockdownState":3},"launcherProcessState":0,"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":null},"profile":{}} Throttleable: 1 TotalPageFile: 16976646144 TotalPhysicalMemory: 8489295872 TotalVirtualMemory: 8796092891136 URL: UptimeTS: 17.818550105 User32BeforeBlocklist: 1 Version: 115.18.0 Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 2 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 

MSAFD Tcpip [UDP/IP] : 2 : 2 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 
MSAFD Tcpip [RAW/IP] : 2 : 2 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll :  : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 
MSAFD Tcpip [TCP/IPv6] : 2 : 23 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 
MSAFD Tcpip [UDP/IPv6] : 2 : 23 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 
MSAFD Tcpip [RAW/IPv6] : 2 : 23 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll :  : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 
RSVP TCPv6 Service Provider : 2 : 23 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 9d60a9e0-337a-11d0-bd88-0000c082e69a 
RSVP TCP Service Provider : 2 : 2 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 9d60a9e0-337a-11d0-bd88-0000c082e69a 
RSVP UDPv6 Service Provider : 2 : 23 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 9d60a9e0-337a-11d0-bd88-0000c082e69a 
RSVP UDP Service Provider : 2 : 2 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 9d60a9e0-337a-11d0-bd88-0000c082e69a 
MSAFD RfComm [Bluetooth] : 2 : 32 : 1 : 3 : 0x20026 : 0x8 : %SystemRoot%\system32\mswsock.dll :  : 9fc48064-7298-43e4-b7bd-181f2089792a

useragent_locale: en-US

This report also contains technical information about the state of the application when it crashed. ______ Since I can't be reached by email, please have any answering tech to please call or text me at [edited phone# from community support forum]. Thanks

I have Firefox and Thunderbird on a Win7 notebook, both started crashing unexpectedly. Never could get Firefox back up and running, so tried to uninstall and reinstall; uninstall worked but now can't download to install it on the Win7 notebook. Thunderbird is more erratic; a tech friend went in and got it running, but it has crashed twice since then. The first time, after a couple of days checking it, it just started working again. This time it crashed soon after completing a Norton live update that had a product patch. I get the crash report screen but then it fails to submit the crash report; this is the crash report from today: AdapterDeviceID: 0x0a16 AdapterDriverVersion: 10.18.10.3412 AdapterSubsysID: 06511028 AdapterVendorID: 0x8086 Add-ons: cardbook%40vigneau.philippe:94.5,default-theme%40mozilla.org:1.3,google%40search.mozilla.org:1.0,ddg%40search.mozilla.org:1.0,amazondotcom%40search.mozilla.org:1.1,wikipedia%40search.mozilla.org:1.0,bing%40search.mozilla.org:1.0 AvailablePageFile: 14557913088 AvailablePhysicalMemory: 6057934848 AvailableVirtualMemory: 8784730701824 BackgroundTaskMode: 0 BlockedDllList: BuildID: 20241211204238 CPUMicrocodeVersion: 0x25 ContentSandboxCapable: 1 ContentSandboxLevel: 1 ContentSandboxWin32kState: Win32k Lockdown disabled -- Operating system not supported CrashTime: 1775501149 DOMFissionEnabled: 1 DOMIPCEnabled: 1 EMCheckCompatibility: true GPUProcessLaunchCount: 1 GPUProcessStatus: Running GpuSandboxLevel: 1 HeadlessMode: 0 InstallTime: 1758934052 LastStartupWasCrash: 1 LauncherProcessState: 0 ModuleSignatureInfo: {"Gen Digital Inc.":["aswhook.dll"],"Microsoft Corporation":["ucrtbase.dll","msvcp140.dll","api-ms-win-crt-multibyte-l1-1-0.dll","api-ms-win-crt-utility-l1-1-0.dll","api-ms-win-crt-math-l1-1-0.dll","api-ms-win-crt-environment-l1-1-0.dll","api-ms-win-crt-time-l1-1-0.dll","api-ms-win-crt-filesystem-l1-1-0.dll","api-ms-win-crt-locale-l1-1-0.dll","VCRUNTIME140_1.dll","api-ms-win-crt-convert-l1-1-0.dll","api-ms-win-crt-string-l1-1-0.dll","api-ms-win-crt-stdio-l1-1-0.dll","api-ms-win-crt-heap-l1-1-0.dll","api-ms-win-core-file-l2-1-0.dll","api-ms-win-core-timezone-l1-1-0.dll","api-ms-win-core-file-l1-2-0.dll","api-ms-win-core-processthreads-l1-1-1.dll","VCRUNTIME140.dll","api-ms-win-core-localization-l1-2-0.dll","api-ms-win-crt-runtime-l1-1-0.dll","WLIDNSP.DLL"],"Microsoft Windows":["ntdll.dll","psapi.dll","Wpc.dll","d2d1.dll","netprofm.dll","ktmw32.dll","dxgi.dll","wsock32.dll","npmproxy.dll","dbghelp.dll","api-ms-win-core-synch-l1-2-0.DLL","samcli.dll","netutils.dll","wtsapi32.dll","winnsi.dll","IPHLPAPI.DLL","dwmapi.dll","winmm.dll","uxtheme.dll","samlib.dll","wshbth.dll","winrnr.dll","ntmarta.dll","propsys.dll","MMDevAPI.dll","powrprof.dll","pnrpnsp.dll","NapiNSP.dll","version.dll","WSHTCPIP.DLL","rsaenh.dll","mswsock.dll","bcryptprimitives.dll","wevtapi.dll","winsta.dll","apphelp.dll","RpcRtRemote.dll","msasn1.dll","profapi.dll","devobj.dll","cfgmgr32.dll","ws2_32.dll","sechost.dll","clbcatq.dll","shlwapi.dll","Wldap32.dll","nsi.dll","imm32.dll","setupapi.dll","msvcrt.dll"],"Mozilla Corporation":["thunderbird.exe","nssckbi.dll","xul.dll","nss3.dll","freebl3.dll","softokn3.dll","lgpllibs.dll","mozglue.dll"]} Notes: FP(D00-L1000-W0000100-T000) DWrite? DWrite+ WR? WR+ ProductID: {3550f703-e582-4d05-9a08-453d09bdfdc6} ProductName: Thunderbird ReleaseChannel: esr SafeMode: 0 SecondsSinceLastCrash: 1483 StartupCacheValid: 0 StartupCrash: 0 StartupTime: 1775501140 SubmittedFrom: Client SystemMemoryUsePercentage: 28 TelemetryEnvironment: {"build":{"applicationId":"{3550f703-e582-4d05-9a08-453d09bdfdc6}","applicationName":"Thunderbird","architecture":"x86-64","buildId":"20241211204238","version":"115.18.0","vendor":null,"displayVersion":"115.18.0","platformVersion":"115.18.0","xpcomAbi":"x86_64-msvc","updaterAvailable":true},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":8096,"virtualMaxMB":8388608,"cpu":{"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2","hasAVX","hasAVX2","hasAES"]},"os":{"name":"Windows_NT","version":"6.1","locale":"en-US","servicePackMajor":1,"servicePackMinor":0,"windowsBuildNumber":7601},"hdd":{"profile":{"model":null,"revision":null,"type":null},"binary":{"model":null,"revision":null,"type":null},"system":{"model":null,"revision":null,"type":null}},"gfx":{"D2DEnabled":false,"DWriteEnabled":true,"ContentBackend":"Skia","Headless":false,"EmbeddedInFirefoxReality":false,"adapters":[{"description":"Intel(R) HD Graphics Family","vendorID":"0x8086","deviceID":"0x0a16","subsysID":"06511028","RAM":0,"driver":"igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32","driverVendor":null,"driverVersion":"10.18.10.3412","driverDate":"1-22-2014","GPUActive":true}],"monitors":[{"screenWidth":1366,"screenHeight":768,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"none","hwCompositing":{"status":"available"},"gpuProcess":{"status":"available"},"webrender":{"status":"available"},"wrCompositor":{"status":"unavailable:FEATURE_FAILURE_DCOMP_NOT_WIN10"},"openglCompositing":{"status":"unused"},"omtp":{"status":"unused"},"d3d11":{"status":"available","version":0,"warp":false,"textureSharing":false,"blocklisted":false},"d2d":{"status":"blocklisted:FEATURE_FAILURE_BUG_1432610","version":"1.1"}}},"appleModelId":null,"hasWinPackageId":false},"settings":{"blocklistEnabled":true,"e10sEnabled":true,"e10sMultiProcesses":8,"fissionEnabled":true,"telemetryEnabled":false,"locale":"en-US","intl":{},"update":{"channel":"esr","enabled":true},"userPrefs":{"browser.fixup.alternate.enabled":false,"browser.search.region":"US","network.trr.strict_native_fallback":false,"widget.content.gtk-high-contrast.enabled":true},"sandbox":{"effectiveContentProcessLevel":1,"contentWin32kLockdownState":3},"launcherProcessState":0,"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":null},"profile":{}} Throttleable: 1 TotalPageFile: 16976646144 TotalPhysicalMemory: 8489295872 TotalVirtualMemory: 8796092891136 URL: UptimeTS: 17.818550105 User32BeforeBlocklist: 1 Version: 115.18.0 Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 2 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [UDP/IP] : 2 : 2 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [RAW/IP] : 2 : 2 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [TCP/IPv6] : 2 : 23 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [UDP/IPv6] : 2 : 23 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [RAW/IPv6] : 2 : 23 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 RSVP TCPv6 Service Provider : 2 : 23 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP TCP Service Provider : 2 : 2 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDPv6 Service Provider : 2 : 23 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDP Service Provider : 2 : 2 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a MSAFD RfComm [Bluetooth] : 2 : 32 : 1 : 3 : 0x20026 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9fc48064-7298-43e4-b7bd-181f2089792a useragent_locale: en-US This report also contains technical information about the state of the application when it crashed. ______ Since I can't be reached by email, please have any answering tech to please call or text me at [edited phone# from community support forum]. Thanks

Ezalaki modifié na James

All Replies (1)

david
david
  • Top 10 Contributor

Does the problem go away if you shut Norton down? From your post, that seems to be the source of the problem.

Tuna motuna

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