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Firefox stops responding. I have checked that I have the most current version and tried "Refresh" to no avail. What else can be done?

Posted

This problem started in the last few days. I have Foxfire 47.0.1. There are no updates available to download. When I try "Refresh" as indicated on your support page to fix this problem, the "confirmation" page does not start up, nor does Mozilla show up in the task manager applications. It does show up in the Processes and is using large amounts of CPU and memory. I have to stop the processes to get my computer back. What other suggestions for getting back to normal?

This problem started in the last few days. I have Foxfire 47.0.1. There are no updates available to download. When I try "Refresh" as indicated on your support page to fix this problem, the "confirmation" page does not start up, nor does Mozilla show up in the task manager applications. It does show up in the Processes and is using large amounts of CPU and memory. I have to stop the processes to get my computer back. What other suggestions for getting back to normal?

Chosen solution

The screen image I captured won't upload to your site and I can paste it into this section. At the top, it states: An error has occurred in the script on this page. This is followed by Line: 0, Char 0:, Error: Script error, Code: 0, URL: https://support.cdn.mozilla.net/static/build/common-min.80cc97d7f66.js. These are all on separate lines. Followed by "Do you want to continue to running scripts on this page?"YES NO. It doesn't seem to matter what I reply; it keeps popping up until I end Mozilla in Task Manager.

I did open Firefox in Safe Mode, but immediately encountered "not responding." I have disabled Add-ons but have not gone to the Profile Manager. I will try that but not hopeful that it will help. I have gone back to IE since it at least works for most things.

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Additional System Details

Installed Plug-ins

  • ActiveTouch General Plugin Container Version 105
  • Adobe PDF Plug-In For Firefox and Netscape 15.17.20050
  • CANON iMAGE GATEWAY Album Plugin Utility Module for IJ
  • Google Update
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • Next Generation Java Plug-in 11.101.2 for Mozilla browsers
  • The plug-in allows you to open and edit files using Microsoft Office applications
  • Office Authorization plug-in for NPAPI browsers
  • Shockwave Flash 22.0 r0
  • 5.1.50428.0
  • NPWLPG
  • iTunes Detector Plug-in
  • Magellan Content Manager for GPS Devices

Application

  • Firefox 47.0.1
  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:47.0) Gecko/20100101 Firefox/47.0
  • Support URL: https://support.mozilla.org/1/firefox/47.0.1/WINNT/en-US/

Extensions

  • Firefox Hello 1.3.2 (loop@mozilla.org)
  • Multi-process staged rollout 1.0 (e10srollout@mozilla.org)
  • Pocket 1.0.2 (firefox@getpocket.com)
  • HP Smart Web Printing 4.51 (smartwebprinting@hp.com) (Inactive)
  • Norton Identity Safe 2016.7.0.62 ({C1A2A613-35F1-4FCF-B27F-2840527B6556}) (Inactive)

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: Intel(R) HD Graphics Family
  • adapterDescription2:
  • adapterDeviceID: 0x0116
  • adapterDeviceID2:
  • adapterDrivers: igdumd64 igd10umd64 igd10umd64 igdumdx32 igd10umd32 igd10umd32
  • adapterDrivers2:
  • adapterRAM: Unknown
  • adapterRAM2:
  • adapterSubsysID: 05041028
  • adapterSubsysID2:
  • adapterVendorID: 0x8086
  • adapterVendorID2:
  • direct2DEnabled: False
  • direct2DEnabledMessage: [u'blockedDriver']
  • directWriteEnabled: False
  • directWriteVersion: 6.2.9200.17568
  • driverDate: 3-25-2011
  • driverDate2:
  • driverVersion: 8.15.10.2342
  • driverVersion2:
  • info: {u'AzureCanvasAccelerated': 0, u'AzureCanvasBackend': u'skia', u'AzureFallbackCanvasBackend': u'cairo', u'AzureContentBackend': u'cairo'}
  • isGPU2Active: False
  • numAcceleratedWindows: 0
  • numAcceleratedWindowsMessage: [u'']
  • numTotalWindows: 1
  • supportsHardwareH264: No; Hardware video decoding disabled or blacklisted
  • webglRenderer: Google Inc. -- ANGLE (Intel(R) HD Graphics Family Direct3D9Ex vs_3_0 ps_3_0)
  • windowLayerManagerRemote: True
  • windowLayerManagerType: Basic

Modified Preferences

Misc

  • User JS: No
  • Accessibility: No
John99 971 solutions 13138 answers

If refresh worked it will have created a new folder on your desktop.

Maybe this article helps

Also see

Try using Firefox in its safe mode does that help ?

If refresh worked it will have created a new folder on your desktop. Maybe this article helps * [[Firefox hangs or is not responding - How to fix]] Also see * [[Firefox uses too many CPU resources - How to fix]] Try using Firefox in its safe mode does that help ? * [[Troubleshoot Firefox issues using Safe Mode]]

Question owner

I have tried all of these suggestions that are listed on the website already. I just uninstalled it again and reinstalled to have it do the same thing. I am getting a lot of popups stating that a script is not working properly. I can end it or let it try to keep running. Would this have anything to do with the problem?

I have tried all of these suggestions that are listed on the website already. I just uninstalled it again and reinstalled to have it do the same thing. I am getting a lot of popups stating that a script is not working properly. I can end it or let it try to keep running. Would this have anything to do with the problem?

Question owner

here is a screen capture of the scripting error I am getting over and over again. It states that "an error has occurred in the script on this page."

here is a screen capture of the scripting error I am getting over and over again. It states that "an error has occurred in the script on this page."

Question owner

upload of the screen capture failed.

upload of the screen capture failed.
John99 971 solutions 13138 answers

Yes if you get errors relating to scripts that may help explain the problem, but we need to know the exact error to look further into what is happening.

Yes if you get errors relating to scripts that may help explain the problem, but we need to know the exact error to look further into what is happening. * [[Warning Unresponsive script - What it means and how to fix it]]

Question owner

It is reported as an error and states "an error has occurred in the script on this page" and lists some line numbers. It asks if I want to continue running the script and I reply NO. It will continue to pop up until I go to Task Manager and end Foxfire. Is it possible that I am getting this error because I need more RAM. I am getting 100 page faults per second. I don't know if that is a lot The subscore for Memory per system evaluation is 5.9; one would think would be okay.

It is reported as an error and states "an error has occurred in the script on this page" and lists some line numbers. It asks if I want to continue running the script and I reply NO. It will continue to pop up until I go to Task Manager and end Foxfire. Is it possible that I am getting this error because I need more RAM. I am getting 100 page faults per second. I don't know if that is a lot The subscore for Memory per system evaluation is 5.9; one would think would be okay.
John99 971 solutions 13138 answers

Please say what the exact error messages are that you get. Either paste them in to your reply or take screenshots. If they differ please give say 3 or 4 of them.


Some scripts will stop without causing a problem, but some will just repeat until you stop what ever you are trying to do. The scripts may be from websites or addons for instance and we do not know unless you report the full text of the message.

Page faults are probably best discussed on a Windows related forum. Your priority should be to find out the source of the problem scripts. But from a quick Internet search see also

What happens if you give them longer to run ?

Roughly how many tabs do you have open ?

Try to use Firefox without other unecessary tasks or programs running.

For troubleshooting purposes please try a new additional Firefox profile. Use safe-mode and disable plugins. Then open a maximum of five tabs at any one time. Does that work ok ?

Please say what the exact error messages are that you get. Either paste them in to your reply or take screenshots. If they differ please give say 3 or 4 of them. Some scripts will stop without causing a problem, but some will just repeat until you stop what ever you are trying to do. The scripts may be from websites or addons for instance and we do not know unless you report the full text of the message. Page faults are probably best discussed on a Windows related forum. Your priority should be to find out the source of the problem scripts. But from a quick Internet search see also * https://technet.microsoft.com/en-us/library/cc958290.aspx * http://superuser.com/questions/240578/what-is-performance-monitor-telling-me-when-my-page-faults-second-are-high What happens if you give them longer to run ? Roughly how many tabs do you have open ? Try to use Firefox without other unecessary tasks or programs running. For troubleshooting purposes please try a new additional Firefox profile. Use safe-mode and disable plugins. Then open a maximum of five tabs at any one time. Does that work ok ? * [[Use the Profile Manager to create and remove Firefox profiles]] * [[Disable or remove Add-ons]] * [[Troubleshoot Firefox issues using Safe Mode]]

Chosen Solution

The screen image I captured won't upload to your site and I can paste it into this section. At the top, it states: An error has occurred in the script on this page. This is followed by Line: 0, Char 0:, Error: Script error, Code: 0, URL: https://support.cdn.mozilla.net/static/build/common-min.80cc97d7f66.js. These are all on separate lines. Followed by "Do you want to continue to running scripts on this page?"YES NO. It doesn't seem to matter what I reply; it keeps popping up until I end Mozilla in Task Manager.

I did open Firefox in Safe Mode, but immediately encountered "not responding." I have disabled Add-ons but have not gone to the Profile Manager. I will try that but not hopeful that it will help. I have gone back to IE since it at least works for most things.

The screen image I captured won't upload to your site and I can paste it into this section. At the top, it states: An error has occurred in the script on this page. This is followed by Line: 0, Char 0:, Error: Script error, Code: 0, URL: https://support.cdn.mozilla.net/static/build/common-min.80cc97d7f66.js. These are all on separate lines. Followed by "Do you want to continue to running scripts on this page?"YES NO. It doesn't seem to matter what I reply; it keeps popping up until I end Mozilla in Task Manager. I did open Firefox in Safe Mode, but immediately encountered "not responding." I have disabled Add-ons but have not gone to the Profile Manager. I will try that but not hopeful that it will help. I have gone back to IE since it at least works for most things.

Question owner

I can't get to the Profile Manager firefox.exe-P cannot be found. In researching this, I noticed that there is a version of Foxfire for 64-bit. That is what I have, but when I look at the info on Firefox, it seems to reference 32. Could this be the problem? If so, how do I get the 64-bit version. I just allowed Firefox to run the update. Shouldn't it know what version I would need?

I can't get to the Profile Manager firefox.exe-P cannot be found. In researching this, I noticed that there is a version of Foxfire for 64-bit. That is what I have, but when I look at the info on Firefox, it seems to reference 32. Could this be the problem? If so, how do I get the 64-bit version. I just allowed Firefox to run the update. Shouldn't it know what version I would need?

Question owner

I did get to the Profile Manager and deleted the Profile and recreated a new Default profile. Now when I try to open Firefox, it immediately is not responding. What next? This is happening with no tabs open.

I did get to the Profile Manager and deleted the Profile and recreated a new Default profile. Now when I try to open Firefox, it immediately is not responding. What next? This is happening with no tabs open.

Question owner

I am also getting the same scripting error on this support page now.

I am also getting the same scripting error on this support page now.
John99 971 solutions 13138 answers

Hi MMack, Thanks for the replies. You probably discovered that opening the profile manager uses

firefox.exe -P 

That has a space before the hyphenP I had not intended you to delete the profile as that would remove information you may wish to keep. That's why I suggested using an additional profile.

Your system details suggest you are using 32bit Firefox on a 64bit Windows That would be normal. We have used 64bit Firefox for years on Linux & Macs, but it is still relatively new for Windows and not what people use by default. It is also slightly more restrictive.

That script is something to do with this support site. I would not normally expect Firefox to have issues with opening this site. Did you try the suggestion of installing and using YesScript. You could use that to block scripts on this support site. That may cause things like the formatting of replies to fail but the site should load without script errors causing delays.

I note you have a Norton extension. I wonder if there is any possibility of Norton software interfering.

It may be worth temporarily uninstalling Norton Software to check if Firefox then works & checking ther Firewall settings. One relatively easy and potentially useful checks, when you get the chance; would be to start WIndows in its safe mode with networking and see if Firefox then works ok.

There is another additional thing we have not yet tried. You probably have just reinstalled Firefox over the top of existing versions of the install. If there is suspicion that Firefox program files could have been corrupted we suggest what we call a clean reinstall. That is where the original Firefox Program Files and folders are deleted first (NOT the profile files). Full instructions are here:

Hi MMack, Thanks for the replies. You probably discovered that opening the profile manager uses firefox.exe -P That has a space before the hyphenP I had not intended you to delete the profile as that would remove information you may wish to keep. That's why I suggested using an additional profile. Your system details suggest you are using 32bit Firefox on a 64bit Windows That would be normal. We have used 64bit Firefox for years on Linux & Macs, but it is still relatively new for Windows and not what people use by default. It is also slightly more restrictive. That script is something to do with this support site. I would not normally expect Firefox to have issues with opening this site. Did you try the suggestion of installing and using YesScript. You could use that to block scripts on this support site. That may cause things like the formatting of replies to fail but the site should load without script errors causing delays. I note you have a Norton extension. I wonder if there is any possibility of Norton software interfering. * [[Fix problems connecting to websites after updating Firefox]] ** Configure firewalls so that Firefox can access the Internet It may be worth temporarily uninstalling Norton Software to check if Firefox then works & checking ther Firewall settings. One relatively easy and potentially useful checks, when you get the chance; would be to start WIndows in its safe mode with networking and see if Firefox then works ok. * http://www.sevenforums.com/tutorials/69585-safe-mode.html There is another additional thing we have not yet tried. You probably have just reinstalled Firefox over the top of existing versions of the install. If there is suspicion that Firefox program files could have been corrupted we suggest what we call a clean reinstall. That is where the original Firefox Program Files and folders are deleted first (NOT the profile files). Full instructions are here: * [[Troubleshoot and diagnose Firefox problems#w_5-reinstall-firefox]]'''_5-reinstall-firefox''' (Also http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Clean_reinstall )

Question owner

Thanks, John99. I have already uninstalled Firefox once and then reinstalled. I have a Firefox Backup folder on my desktop from April 16, which appears to have many folders that contain info like bookmarks, etc. I will try to uninstall Firefox again. I think I will take my Laptop to a repair shop and have them install Windows 10 on it and upgrade the RAM, Hopefully, this will get back to a point where I can use Firefox and other software that is failing right now. Thanks for your help, but for now IE works all the time for me and I need to get some work accomplished.

Thanks, John99. I have already uninstalled Firefox once and then reinstalled. I have a Firefox Backup folder on my desktop from April 16, which appears to have many folders that contain info like bookmarks, etc. I will try to uninstall Firefox again. I think I will take my Laptop to a repair shop and have them install Windows 10 on it and upgrade the RAM, Hopefully, this will get back to a point where I can use Firefox and other software that is failing right now. Thanks for your help, but for now IE works all the time for me and I need to get some work accomplished.
John99 971 solutions 13138 answers

Installing Windows 10 does not necessarily solve problems. I upgraded a laptop recently after thinking all malware was removed but still had problems in Windows 10.

No need to worry about the Firefox files on the desktop. They may actually be useful as a backup. (It is also a slight security risk as for instance it potentially holds passwords and other details from Firefox). Just reinstalling Firefox rarely fixes problems.. The Firefox Refresh and the special clean reinstall may fix problems.

RAM is usually very easy to replace on a laptop, although you may need to watch a video; or someone doing it; to work out how the chops clip in place. Also especially with unbranded or second hand chips they may not always work. The crucial site is pretty handy it will check what RAM chips are needed either using the computer details or its own software tool crucial.com .

if you have genuine Windows 7 you may well be eligible for a free upgrade. (In fact I am surprised if has not already upgraded, as Microsoft pushes it prretty hard) See

Note the free offer expires on July 29th

If the upgrade goes smoothly you will not lose files or information, but consider backing up any imoprtant documents passwords and files, including your Firefpx profile, before you upgrade or pay a shop to upgrade your laptop.

Installing Windows 10 does not necessarily solve problems. I upgraded a laptop recently after thinking all malware was removed but still had problems in Windows 10. No need to worry about the Firefox files on the desktop. They may actually be useful as a backup. (It is also a slight security risk as for instance it potentially holds passwords and other details from Firefox). Just reinstalling Firefox rarely fixes problems.. The Firefox Refresh and the special clean reinstall may fix problems. RAM is usually very easy to replace on a laptop, although you may need to watch a video; or someone doing it; to work out how the chops clip in place. Also especially with unbranded or second hand chips they may not always work. The crucial site is pretty handy it will check what RAM chips are needed either using the computer details or its own software tool '''crucial.com''' . if you have genuine Windows 7 you may well be eligible for a free upgrade. (In fact I am surprised if has not already upgraded, as Microsoft pushes it prretty hard) See * https://www.microsoft.com/en-us/software-download/windows10 ** https://www.microsoft.com/en-us/windows/Windows-10-specifications#upgrade ** https://support.microsoft.com/en-us/help/12435/windows-10-upgrade-faq '''Note the free offer expires on July 29th''' If the upgrade goes smoothly you will not lose files or information, but consider backing up any imoprtant documents passwords and files, including your Firefpx profile, before you upgrade or pay a shop to upgrade your laptop.