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.

1. Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
2. 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.

bp-5f8f7349-a031-4dfa-92f5-2d76d2150618 18/06/2015 16:11

bp-66885128-c6eb-43fd-9de0-90aa42150618	18/06/2015 16:11 
bp-c7340070-ba68-432c-988e-8b8c42150618	18/06/2015 16:09 
bp-6cbce05d-b044-4592-b6bb-d08372150618	18/06/2015 16:09 
bp-02f9c1b6-597f-4227-a7eb-0a8fa2150618	18/06/2015 16:06 
bp-75598793-d251-4ac9-88dc-b68f12150618	18/06/2015 16:05

Signature nsFileStreamBase +++++++++++++++++++++++ Signature RtlpLowFragHeapFree ++++++++++++++++++++++ Signature SocketSend ++++++++++++++++++++++ Total Virtual Memory 4294836224

Available Virtual Memory 3185958912

System Memory Use Percentage 77

Available Page File 3479597056

Available Physical Memory 907202560

Start Firefox in Safe Mode {web Link} by holding down the <Shift>
(Mac Options) key, and then starting Firefox. Is the problem still there?

Firefox uses too much memory (RAM) - How to fix This article describes how to make Firefox use less memory to make it run faster and prevent crashes.

https://support.mozilla.org/en-US/kb/firefox-slow-how-make-it-faster

https://support.mozilla.org/en-US/kb/firefox-uses-too-many-cpu-resources-how-fix

https://support.mozilla.org/en-US/kb/firefox-hangs-or-not-responding

You can do a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions.

Make sure that you update each program to get the latest version of their databases before doing a scan.

• Malwarebytes' Anti-Malware:
  http://www.malwarebytes.org/mbam.php
• AdwCleaner:
  http://www.bleepingcomputer.com/download/adwcleaner/
  http://www.softpedia.com/get/Antivirus/Removal-Tools/AdwCleaner.shtml
• SuperAntispyware:
  http://www.superantispyware.com/
• Microsoft Safety Scanner:
  http://www.microsoft.com/security/scanner/en-us/default.aspx
• Windows Defender:
  http://windows.microsoft.com/en-us/windows/using-defender
• Spybot Search & Destroy:
  http://www.safer-networking.org/en/index.html
• Kasperky Free Security Scan:
  http://www.kaspersky.com/security-scan

You can also do a check for a rootkit infection with TDSSKiller.

• Anti-rootkit utility TDSSKiller:
  http://support.kaspersky.com/5350?el=88446

See also:

• "Spyware on Windows": http://kb.mozillazine.org/Popups_not_blocked
• https://support.mozilla.org/kb/troubleshoot-firefox-issues-caused-malware

The pattern of RtlpLowFragHeapFree crashes is similar to this thread from two days ago, but it remains unsolved: https://support.mozilla.org/questions/1067430#answer-741995