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Why do Kickstarter videos crash Firefox?

  • 11 antwoorden
  • 9 hebben dit probleem
  • 487 weergaven
  • Laatste antwoord van Ed

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Any time I try to watch a Kickstarter video Firefox immediately crashes. This is not a problem with video in general (YouTube vids and Apple movie trailers work fine). I can watch said Kickstarter movies in IE just fine.

I've tried updating my plugins, and all but three are up to date (those three don't show up as up to date even after installing the most recent versions. They are Java Platform, Java Deployment Kit, and VLC Player).

I am running Firefox 23.0.1 on a 64 bit version of Windows 7.

I have the crash reports of that would aid diagnosis. Thanks for any help.

Any time I try to watch a Kickstarter video Firefox immediately crashes. This is not a problem with video in general (YouTube vids and Apple movie trailers work fine). I can watch said Kickstarter movies in IE just fine. I've tried updating my plugins, and all but three are up to date (those three don't show up as up to date even after installing the most recent versions. They are Java Platform, Java Deployment Kit, and VLC Player). I am running Firefox 23.0.1 on a 64 bit version of Windows 7. I have the crash reports of that would aid diagnosis. Thanks for any help.

Alle antwoorden (11)

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Hello,

I have just tested Kickstarter videos on my own machine running Firefox 23 and I don't get the same crash so I think it must be a specific issue on your machine.

Could you try starting Firefox in Safe Mode and testing whether you get the same crash. Use the instructions below:

Diagnose Firefox issues using Troubleshoot Mode

If you do not get the same issue in safe mode then follow the instructions to troubleshoot and identify the add-on or setting that is causing the problem.

If you still get the same issue in Safe Mode then I suggest trying a Firefox Reset. This will return Firefox to its default settings and solves most issues. Your personal information (history, bookmarks etc) will be saved but you will need to reinstall your add-ons.

Refresh Firefox - reset add-ons and settings

I hope that helps. Let me know if not.

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The problem does not persist in safe mode. What's the next step in finding the culprit?

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Ok great. That means that one of your add-ons or a setting is causing the problem.

Please follow these steps:

  • Come out of safe mode and disable all of your add-ons: Disable or remove Add-ons and disable hardware acceleration - this is in Options > Advanced > General > Use Hardware Acceleration... See this screenshot: http://tinyurl.com/p433y4g.
  • Check that the problem is still not occurring.
  • Then try re-enabling hardware acceleration and test again. If the problem starts occurring again then you have found the culprit.
  • If hardware acceleration is not the issue then try re-enabling each of your add-ons one by one, testing each time. Eventually you should find the one that is causing the problem.

Let me know if that doesn't solve the problem.

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It appears to be the hardware acceleration. Oddly, though I haven't had a problem with that previously (meaning Kickstarter specifically has never given me issues before, and I don't think I've altered anything in my graphics setup).

Is there a way to fix that?

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Did you recently change your graphics drivers or something like that?

It really depends on whether the drivers for your graphics card are ok or whether they cause issues.

See this article for help:

Upgrade your graphics drivers to use hardware acceleration and WebGL

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That's just it: I don't think I've changed anything about my graphics software in months. And I don't recall ever having had this problem previously.

Perhaps I should just make sure the drivers are updated to the newest versions?

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That does seem odd. Yes I would try updating the drivers to the latest version if there is a new one available.

Most likely kickstarter have changed something on their site which is now causing the issue. It might be worth reporting it to their web team in case others are having the same issue as well.

Unfortunately there is no way to disable hardware acceleration for only one domain, it is a global setting. However there are a couple of workarounds in this other support thread - https://support.mozilla.org/en-US/questions/970824

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That seems to have done the trick. I updated my NVIDIA software and now everything is working smoothly. Thanks for the help.

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Great! :)

Glad it worked.

Thanks for using Firefox.

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I have hardware acceleration disabled in both Firefox and Chrome, but the KS videos only work in Chrome.

They crash Firefox 26.0, even in safe mode.

None of the above suggestions have helped.

Bewerkt door cyxceven op

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Hello,

The thread above was related to an older version of Firefox. I suggest starting a new support thread so that can can ask about your specific problem.

This thread has been marked as 'solved' so most support volunteers won't see your question. Please ask here:

https://support.mozilla.org/en-US/questions/new