Firefox crashes on Startup
I have installed Firefox ESR_52 on a user's Windows 10 1709 computer and every time I try to run the program it says "We're sorry Firefox had a problem and crashed. We'll try to restore your tabs and windows when it restarts". The report details are as follows:
AdapterDeviceID: 0x1916 AdapterDriverVersion: 21.20.16.4627 AdapterSubsysID: 00151414 AdapterVendorID: 0x8086 Add-ons: %7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:52.5.3,aushelper%40mozilla.org:2.0,e10srollout%40mozilla.org:1.10,firefox%40getpocket.com:1.0.5,webcompat%40mozilla.org:1.0 AddonsShouldHaveBlockedE10s: 0 AvailablePageFile: 6902337536 AvailablePhysicalMemory: 5502984192 AvailableVirtualMemory: 3683840000 BIOS_Manufacturer: Microsoft Corporation BlockedDllList: BreakpadReserveAddress: 85327872 BreakpadReserveSize: 67108864 BuildID: 20171226003912 CPUMicrocodeVersion: 0xc2 CrashTime: 1518683092 DOMIPCEnabled: 1 E10SCohort: test EMCheckCompatibility: true FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1518683003 Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x1916, AdapterSubsysID: 00151414, AdapterDriverVersion: 21.20.16.4627 FP(D00-L1000-W00001000-T0000) D2D1.1? DWrite? DWrite+ D2D1.1+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: esr SafeMode: 0 SecondsSinceLastCrash: 88 StartupCrash: 1 StartupTime: 1518683091 SystemMemoryUsePercentage: 35 TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86","buildId":"20171226003912","version":"52.5.3","vendor":"Mozilla","platformVersion":"52.5.3","xpcomAbi":"x86-msvc","hotfixVersion":null},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":8117,"virtualMaxMB":4096,"cpu":{"count":4,"cores":2,"vendor":"GenuineIntel","family":6,"model":78,"stepping":3,"l2cacheKB":256,"l3cacheKB":3072,"speedMHz":2496,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2","hasAVX","hasAVX2"]},"os":{"name":"Windows_NT","version":"10.0","locale":"en-US","servicePackMajor":0,"servicePackMinor":0,"windowsBuildNumber":16299,"windowsUBR":248,"installYear":2018},"hdd":{"profile":{"model":"THNSN5256GPU7 TOSHIBA","revision":"57MS4109"},"binary":{"model":"THNSN5256GPU7 TOSHIBA","revision":"57MS4109"},"system":{"model":"THNSN5256GPU7 TOSHIBA","revision":"57MS4109"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":true,"ContentBackend":"Direct2D 1.1","adapters":[{"description":"Intel(R) HD Graphics 520","vendorID":"0x8086","deviceID":"0x1916","subsysID":"00151414","RAM":null,"driver":"igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32","driverVersion":"21.20.16.4627","driverDate":"3-9-2017","GPUActive":true}],"monitors":[{"screenWidth":1694,"screenHeight":1113,"refreshRate":32,"pseudoDisplay":false}],"features":{"compositor":"none","d3d11":{"status":"available","version":45312,"warp":false,"textureSharing":true,"blacklisted":false},"d2d":{"status":"available","version":"1.1"}}},"isWow64":true},"settings":{"blocklistEnabled":true,"e10sEnabled":true,"e10sCohort":"test","telemetryEnabled":false,"locale":"en-GB","update":{"channel":"esr","enabled":false,"autoDownload":true},"userPrefs":{"app.update.enabled":false,"browser.shell.checkDefaultBrowser":false,"browser.startup.homepage":"<user-set>"},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":false},"profile":{}} Theme: classic/1.0 Throttleable: 1 TotalPageFile: 9853562880 TotalPhysicalMemory: 8511385600 TotalVirtualMemory: 4294836224 URL: UptimeTS: 3.057943615 User32BeforeBlocklist: 1 Vendor: Mozilla Version: 52.5.3 Winsock_LSP: Hyper-V RAW : 2 : 34 : 1 : 1 : 0x20026 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 1234191b-4bf7-4ca7-86e0-dfd7c32b5445
MSAFD Tcpip [TCP/IP] : 2 : 2 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [UDP/IP] : 2 : 2 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [RAW/IP] : 2 : 2 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [TCP/IPv6] : 2 : 23 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [UDP/IPv6] : 2 : 23 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [RAW/IPv6] : 2 : 23 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 RSVP TCPv6 Service Provider : 2 : 23 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP TCP Service Provider : 2 : 2 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDPv6 Service Provider : 2 : 23 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDP Service Provider : 2 : 2 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a MSAFD Irda [IrDA] : 2 : 26 : 1 : 1 : 0x20006 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 3972523d-2af1-11d1-b655-00805f3642cc MSAFD RfComm [Bluetooth] : 2 : 32 : 1 : 3 : 0x20026 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9fc48064-7298-43e4-b7bd-181f2089792a
useragent_locale: en-GB
This report also contains technical information about the state of the application when it crashed.
Crash ID: bp-e818f72c-0aeb-4d5b-8c92-9bca90180215
Chosen solution
hi, thanks for providing a crash id. unfortunately this crash is caused by the websense/forcepoint security software that is running on your device. please make sure that websense is fully up to date, as it has the tendency to crash newly released firefox versions until they adapt accordingly.
another workaround would be to use the regular firefox version 58 since it should contain some mitigations that make it more resilient against the crashing websense module from hooking into the browser.
Read this answer in context 👍 1All Replies (2)
Chosen Solution
hi, thanks for providing a crash id. unfortunately this crash is caused by the websense/forcepoint security software that is running on your device. please make sure that websense is fully up to date, as it has the tendency to crash newly released firefox versions until they adapt accordingly.
another workaround would be to use the regular firefox version 58 since it should contain some mitigations that make it more resilient against the crashing websense module from hooking into the browser.
Hi,
Thanks for your prompt reply! I have managed to get rid of this error by uninstalling Firefox and reinstalling with a script that disables a couple of functions as in this guide:
I can confirm that Firefox then opened, then I was able to import the Websense certificates, which gets around the "insecure website" error
Thanks for your help