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FireFox crashes even with clean install

  • 20 replies
  • 1 has this problem
  • 77 views
  • Last reply by jscher2000

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Hi all,

My FireFox suddently didn't work since last night. I tried clean install and everything (deleting folders in program files/ program files x86/clear profiles/registry). Nothing worked. It gives "crash report" even during clean installation. Please help. Below are the details:

AvailablePageFile: 10999209984 AvailablePhysicalMemory: 3578597376 AvailableVirtualMemory: 138531592568832 BreakpadReserveAddress: 3175895007232 BreakpadReserveSize: 83886080 BuildID: 20210504152106 CPUMicrocodeVersion: 0xb4 CrashTime: 1620743598 FramePoisonBase: 9223372036600889344 FramePoisonSize: 65536 InstallTime: 1620742654 MemoryErrorCorrection: None ModuleSignatureInfo: {"Microsoft Windows":["kernel32.dll","ntdll.dll"],"Mozilla Corporation":["firefox.exe","xul.dll"]} ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SafeMode: 0 SecondsSinceLastCrash: 943 StartupCrash: 1 StartupTime: 1620743598 SystemMemoryUsePercentage: 57 ThreadIdNameMapping: 16696:"IPC I/O Parent",18832:"Link Monitor #1",14548:"Timer",9540:"Socket Thread",8272:"Permission",17288:"BackgroundThreadPool #1",15792:"JS Watchdog",1216:"JS Helper",16264:"JS Helper",11752:"JS Helper",14284:"JS Helper",14856:"BGReadURLs",18232:"Cache2 I/O",6584:"Cookie", Throttleable: 1 TotalPageFile: 16283537408 TotalPhysicalMemory: 8498909184 TotalVirtualMemory: 140737488224256 URL: UptimeTS: 2.96851 Vendor: Mozilla Version: 88.0.1

This report also contains technical information about the state of the application when it crashed.

All Replies (20)

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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 recent 7 - 10 Submitted crash reports, and copy them. Now go to the reply box and paste them in.

Please, Do not post a screenshot ! !

aboutcrashesFx57

For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support

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Unfortunately, I can't even open FireFox. How can I type in the "address bar"?

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Can you start Firefox in its Safe/Troubleshoot Mode? In that mode, Firefox temporarily deactivates extensions, hardware acceleration, any userChrome.css/userContent.css files, and some other advanced features to help you assess whether these are causing the problem.

If Firefox is not running:

Hold down the Shift key when starting Firefox. (On Mac, hold down the option/alt key instead of the Shift key.) A small dialog should appear. Click the Open button (before Fx88: "Start in Safe Mode" button).

Note: Don't use the Refresh without first reviewing this article to understand what will be deleted: Refresh Firefox - reset add-ons and settings.

Can you get to the about:crashes page?

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No luck... still only shows the crash reporter window. Report content has more error messages though.

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The article https://support.mozilla.org/kb/firefox-crashes-asking-support has a section at the bottom about where to find report IDs by checking on disk -- assuming the crash reporter has been able to submit them.

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crash ID bp-3592bfbd-adfd-4481-8e28-49cbb0210511

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I don't recognize the behavior in that crash report. When I click through on the Bugzilla tab, there is a report where the developers could not spot a pattern to it.

The only thing that seems custom about your modules as far as I can tell is the security software:

  • Symantec Anti-Malware
  • Symantec/Norton IPS Engine

Sometimes these will interfere with Firefox, but in that case, I would expect more reports from other users. Maybe we will start seeing them today due to an update overnight?

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Thanks for taking a look... At this time, I can't use FireFox at all... I guess I have to use other browsers for now.

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hello oppi, off the top of my head, i can see that the numbers for virtual page file and physical memory are off the charts. might you be using IBM's Watson Super Computer by chance?

in any case, you can force the shut down of FF via the Task Manager.

I dont know which version of windows you have, but most times pressing ctrl+alt+del keys will invoke it.

So open it up and end the FF processes by right clicking on the line items.

Then retry launching FF and also observe the memory consumption/resources that the task manager are indicating.

If by chance the Task Manager (which is like the god in windows) doesnt prove helpful with this issue, then the issue you have could be with the operating system and not FF.

let us know what you find out.

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I am using a regular win 10 computer, not a super computer. I didn't install anything new yesterday. It just stopped working last night. I also have another software doesn't work as well. Not sure what is the issue.

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I was just being humorous because the numbers for your physical and page files are "out of this world"

but I have seen other posts with similar issues. however, i have not seen if my suggestions have resolved them.

attached is a pic from a site that calculates the numbers such as those you initially provided for physical memory, ie 8,498,909,184.00

as you can see, the numbers FF is citing are off the charts. So it is a no wonder that its crashing.

But the question is: Is FF the issue or the symptom involving your o.s. and or hardware?

What you can try are a) ascertain the true amount of Ram Memory via your bios so we can then see what the numbers should actually be. b) ensure the pagefile is not set to auto and instead lock in with a set amount of page file memory.

And c) test the issue under the environment of Windows Safe Mode w/networking. Windows safemode will create an environment that is clean. And running FF temporarily in this mode to see if it still crashes would be relevating.

Let us know of your findings.

(ps: i've seen issues like yours this past week. so i am not sure what is going on. but i doubt it is being caused by FF. but who knows?)

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I tried what you suggested. FF is still crashing. bp-9d6feec0-645e-4f9b-9f2e-b511e0210512 is the latest report. I tried starting Windows in safe mode with network settings and fixing the pagefile size. Same result.

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I don't think it's related to profile issue. FF crashes even I run "firefox.exe -P". Previously, I had my FF profile and it still crashed.

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oppi.catti said

I tried what you suggested. FF is still crashing. bp-9d6feec0-645e-4f9b-9f2e-b511e0210512 is the latest report. I tried starting Windows in safe mode with network settings and fixing the pagefile size. Same result.

So what is the true ram amount installed on your system? and what are the amounts you chose to set the pagefile?

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my PC has 8GB RAM and pagefile I set for 1909MB

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ok, the pagefile is a little small. but at least it is not 140737488224256 trillion megabytes  :-)

but i would both the min and max at 2300. then reboot.

it is my opinion, that FF is not the issue but the symptom. and while you have not seen such issues with the other browsers, FF's design is revealing something that is problematic on / in your o.s.

something to try is to disconnect the machine from the modem. then try running FF. the browser should launch but produce a simple error page about not being disconnected. can you try this and then see if your system crashes?

nextly, depending on the results from the above, something i would ultimately doi is to uninstall FF completely. you certainly do not need/want an incompatiable application on your system.

but before doing so, i would execute an "import" from the MSEdge browser in order to make a copy of your FF user data. This little trick of using the Edge is like having an application that backups your FF.

after the uninstall of FF, i would then focus on your o.s.

a) for example is your graphics driver updated? it may be infected or corrupted or outdated. so installing a new driver from the manufacturer website is free and important.

b) is the o.s. updated as of this month?

c) have you executed a sfc /scannow disk check? do you have malware running which can be seen via the Task Manager.

the above are just a few of the things to do.

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all my drivers are up to date. I didn't change o.s. recently. I don't recognize any malware running in Task Manager. I tried system restore, reinstall Windows as well. nothing worked...

I wonder if the new Windows update could cause the issues, but I am using 19042.964. May 11, 2021—KB5003173 (OS Builds 19041.985 and 19042.985) https://support.microsoft.com/en-us/topic/may-11-2021-kb5003173-os-builds-19041-985-and-19042-985-2824ace2-eabe-4c3c-8a49-06e249f52527

Modified by oppi.catti

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ok. but FireFox is stable and runs well on machines that have same Ram size as you cite and also is up to date with latest o.s. revisions.

we here at this discussion group cannot open up your computer and see what and where the problem may lay.

the best solution is to uninstall FF and keep it from causing you grief.

btw: if you disconnect the machine from the wifi or the model cable so it has no connectivity, will FF start up and be stable or does it continue to crash your system?

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The bug reports linked to both of the crash reports suggest that maybe there is a hardware problem. You could run memory and disk diagnostics to see whether they identify any problems.

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