Updated to latest version and now always crashing. Won't open now and won't send the crash report. What do I do?
This is what the crash report has under details:
AdapterDeviceID: 0x0416 AdapterDriverVersion: 10.18.10.3412 AdapterSubsysID: 1977103c AdapterVendorID: 0x8086 Add-ons: %7BF53C93F1-07D5-430c-86D4-C9531B27DFAF%7D:1.0.0.2,%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:36.0,%7Bd10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d%7D:2.6.7,gmailnoads%40mywebber.com:4.28 AvailablePageFile: 4624433152 AvailablePhysicalMemory: 3425042432 AvailableVirtualMemory: 3744272384 BIOS_Manufacturer: Insyde BlockedDllList: BreakpadReserveAddress: 51707904 BreakpadReserveSize: 67108864 BuildID: 20150222232811 CrashTime: 1425183947 EMCheckCompatibility: true FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1425002300 Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x0416, AdapterSubsysID: 1977103c, AdapterDriverVersion: 10.18.10.3412 D2D? D2D1.1? D2D1.1+ D2D+ DWrite? DWrite+ D3D11 Layers? D3D11 Layers+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SecondsSinceLastCrash: 6105 ShutdownProgress: quit-application StartupTime: 1425183782 SystemMemoryUsePercentage: 46 Theme: classic/1.0 Throttleable: 1 TotalPageFile: 8098750464 TotalPhysicalMemory: 6353920000 TotalVirtualMemory: 4294836224 URL: User32BeforeBlocklist: 1 Vendor: Mozilla Version: 36.0 Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 1 : %SystemRoot%\system32\mswsock.dll
MSAFD Tcpip [UDP/IP] : 2 : 2 : MSAFD Tcpip [RAW/IP] : 2 : 3 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [TCP/IPv6] : 2 : 1 : MSAFD Tcpip [UDP/IPv6] : 2 : 2 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [RAW/IPv6] : 2 : 3 : RSVP TCPv6 Service Provider : 2 : 1 : %SystemRoot%\system32\mswsock.dll RSVP TCP Service Provider : 2 : 1 : RSVP UDPv6 Service Provider : 2 : 2 : %SystemRoot%\system32\mswsock.dll RSVP UDP Service Provider : 2 : 2 :
useragent_locale: en-US
This report also contains technical information about the state of the application when it crashed.
Chosen solution
normally such issues are caused by a firewall/security software which doesn't recognize & therefore blocks new firefox versions. please remove all program rules for firefox from your firewall and let it detect the new version of the browser again.
Fix problems connecting to websites after updating Firefox
Read this answer in context 👍 0All Replies (20)
We're sorry to hear that your Firefox seems to be crashing when you open it. Please perform the following steps to give us a crash report ID that helps us find out more about the cause of the crash.
- On the keyboard, press [Windows] The image "Windows key" does not exist. + [R]. This should bring up a Run window that contains a text field.
- In that text field, type %APPDATA% and press Enter. An explorer window should open.
- From that explorer window, double-click on the Mozilla folder, then double-click on Firefox and then on Crash reports. Double-click on submitted.
- Now, you should see a list of files that contain reports. Go to View > Arrange Icons by > Modified to get the most recent files at the top of the window.
- Open the most recent 5 files with a text editor and copy the IDs.
- Paste each ID with bp- into the reply window on the forums.
Thanks in advance!
You can find more information and troubleshooting steps in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.
Thank you so much for your reply and interest in my problem.
The latest four or five crashes were not submitted. It just kept spinning and trying to, but would never submit. I posted the last one's details in the earlier post.
Here is the requested information for the last five I have in Submitted:
(Feb 2015 after recent update to Firefox):
Crash ID: bp-37466107-c229-4fdd-a4dc-8d1832150222
Crash ID: bp-ce1336a5-9ccb-4865-842b-997b12150219
(Below were Nov 2014):
Crash ID: bp-86a324bd-0925-4f92-af53-7a1712141115
Crash ID: bp-735dfc55-ea5a-4296-9ed6-171ce2141114
Crash ID: bp-d0b59218-7e0f-4609-8876-5462e2141112
I will be available should you need more information.
Thanks,
Karen
That are problems with the Shockwave Flash plugin.
You can check for problems with current Shockwave Flash plugin versions and try this:
- check for updates for your graphics drive drivers
https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration - disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later)
- disable hardware acceleration in the Flash plugin
See also:
can you get firefox to launch in safemode by pressing the shift key while you start the browser?
I haven't yet tried the safe mode but I can.
I did the Windows update in the earlier reply and there were some updates. Those were installed and the computer restarted.
I have had Flash player crashes for some time. In my Plug-in Add-ons, I have two versions of Flash player, the newest one and an older 15 one. I have the older one set to never activate. The problem is the new one also keeps going disabled.
When I have tried to just update the Flash Player, I am never able to exit Firefox. I try closing the tabs and going to the Exit icon. It will keep telling me Firefox is not closed and it can't continue.
I tried to Uninstall the flash player in that program, and it is the same thing. It will not uninstall with Firefox open and nothing I try will allow it.
It is interesting that I tried to import my bookmarks to IE since this problem and it doesn't even recognize there being a Firefox browser.
Please tell me step-by-step how to do the two other suggestions in the earlier reply. These are regarding the Flash player.
Firefox is still crashing.
Thanks,
Karen
Or, if it is best to skip those steps and go to the Safe Mode, please let me know what to do there and I will do the steps.
Thanks,
Karen
the first question would be if you are able get firefox to launch into safemode at all?
I haven't tried but tell me what to do. Turn off computer and when it is starting, press the shift key?
no just while you launch the browser (there's a difference between firefox sfaemode and windows safemode - at the moment please try the former).
I realized that you said Firefox and not the computer. I tried double clicking the Firefox icon and then the shift key but it opened normally I think.
Do I hold the shift key while opening the browser?
just doubleclick the firefox icon and press&hold the shift key afterwards until you see the dialog window shown at https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode#w_how-to-start-firefox-in-safe-mode where you can choose to launch firefox into safemode (that would be the ideal scenario - it might be, that the browser is crashing there as well)
I have Firefox open in Safe Mode. Ready for the next steps when you are.
ok, great. then please type about:crashes into the address bar. in case you see recent crash reports in there not starting with "bp-" please click on them once which should get them submitted to mozilla's servers. afterwards please copy their IDs and paste them here into the forum again...
There is a big list of ones without the bp-. I clicked on the first one and it is continuing to have the spinner as if trying to submit it.
Just fyi, here is a screenshot so you can see how many there are and it continues on.
Modified by KarenH2015
ok, then let's try this: go to the firefox menu ≡ > options > advanced > general and disable hardware acceleration there. afterwards please try to start firefox normally again and see if this works...
I did that change with the acceleration. I then closed Firefox and tried to reopen it. It is telling me another version of FIrefox is running and I need to close it before opening another one. When I click Close Firefox it gives me this message:
Your Firefox profile cannot be loaded. It may be missing or inaccessible.
Should I restart the computer or what?
Tried again and it opened.
No, I just didn't get that same message. It is only showing Connecting and the circle is spinning but not loading the page. This is what it would do before the crash.
Chosen Solution
normally such issues are caused by a firewall/security software which doesn't recognize & therefore blocks new firefox versions. please remove all program rules for firefox from your firewall and let it detect the new version of the browser again.
It is only with Firefox. My IE works fine so I followed those instructions.
I ran the LiveUpdate on my Norton. Then, I looked under Extensions and it says the Norton Toolbar is not compatible with Firefox 36. It would not let me change that.
The Flash is continuing to disable the newest version 16.305 because the older 15 version is set to Never Activate.
Firefox then crashed again and would not submit the report.
I am going to restart the computer after doing the LiveUpdate, Will be back on shortly.