Unknown Crashing - Help!
Hello,
I decided to clear my Firefox history - everything except for active logins - and Firefox continued to hang for several minutes. Thinking that it was just going to hang for eternity, I opened up my Task Manager and ended the process. When I re-opened Firefox, I was unable to either search in the address bar (text will type but not search), but I am also completely unable to go through the menus as that causes Firefox to hang as well. I had to use Chrome to write this message because, even further, having Firefox open for longer than a few minutes causes it to hang and crash as well. I have no idea how to solve this problem and all the online solutions I have found do not seem to work. Please let me know how best to fix this problem and salvage my profile data.
Best, David
All Replies (8)
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.
- Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
- Copy the 5 most recent Report IDs that start with bp- and then go back to your forum question and paste those IDs into the "Post a Reply" box.
Note: If a recent Report ID does not start with bp- click on it to submit the report.
(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.)
Thank you for your help!
More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.
This does not solve my problem because nothing entered into the address bar works. I can type "about:crashes," but hitting enter does not produce any results.
Try to start Firefox in Safe Mode by holding down the Shift (Mac: Options) key to see if that helps.
Negative. I started Firefox up in Safe Mode and I had the exact same problems.
If you can't open Firefox, see:
- http://kb.mozillazine.org/Mozilla_Crash_Reporter#Location_of_crash_reports
- http://kb.mozillazine.org/Mozilla_Crash_Reporter#Viewing_crash_reports
If you have submitted crash reports then please post the IDs of one or more recent crash reports that start with "bp-":
- bp-xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx
You can find the report ID of recent crash reports on the "Help > Troubleshooting Information" page (about:support).
- click the "All Crash Reports" button on this page to open the about:crashes page and see all crash reports.
Alternatively you can open about:crashes via the location/address bar.
See also:
As I said twice already above, I am unable to do anything with the Firefox address bar. Here are the only available crash report IDs:
- bp-7d579fbf-b465-4c39-a93b-665df2160210
- bp-38c46e83-9357-4ab3-847b-524dd2160211
- bp-bf205dbb-bf9e-4835-8f31-d97802160210
- bp-c78299cc-75ce-4402-acd3-735082160210
- bp-e9c2c42e-02b2-4e85-9503-11f252160210
No one knows how to solve my problem?
What data did you clear?
You can try to delete the compatibility.ini data file in the Firefox profile folder and possibly the content of the Firefox profile folder in the location used for the disk cache in AppData\Local. See the about:cache for the location of the disk cache and go up one level.
- C:\Users\<user>\AppData\Local\Mozilla\Firefox\Profiles\<profile>\
You can use this button to go to the current Firefox profile folder in AppData\Roaming:
- Help > Troubleshooting Information > Profile Directory: Show Folder (Linux: Open Directory; Mac: Show in Finder)
- http://kb.mozillazine.org/Profile_folder_-_Firefox
- C:\Users\<user>\AppData\Roaming\Mozilla\Firefox\Profiles\<profile>\
"AppData" (XP: Application Data; Mac: ~/Library; Linux: ~/.mozilla) is a hidden folder.
alternatively you can create a new profile as a test to check if your current profile is causing the problem.
See "Creating a profile":
- https://support.mozilla.org/kb/profile-manager-create-and-remove-firefox-profiles
- http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Profile_issues
If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems.