When Firefox crashes and a user asks for help, viewing the crash report will help you to better understand the cause of the crash (for example, extensions or third party software) and provides useful information needed to find a solution, such as related bug reports. This article describes that troubleshooting process.
When people visit the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article or work through the Ask a Question flow, we ask them to copy their latest Crash ID from about:crashes and to paste it into the question form. When a complete Crash ID commencing with bp- is pasted into the support forum, the forum software will create a clickable link to the Crash Report. Note the pasted text is not seen as a link until the post is made on the forum. The link will not show up in the person's Post Reply preview.
A crash report contains many useful pieces of information. This explains what to look for. If you are a contributor looking to learn more and collaborate, check out our Contributors Crash Course.
The report always begins on the Details tab. The big thing you want to check for here is the Related Bugs section. If this section exists, it will link you to bugs related to this crash signature. Click through and read the bug report — especially all of the comments. What you are looking for is a workaround that you can give to the person you are trying to help.
Also if the status of the bug is FIXED, look at the Target Milestone and Tracking Flags fields. They will tell you in which version of Firefox the issue has been fixed.
If there were no related bugs, click on the Modules tab. Here you're looking for files with no version information. They are sometimes related to malware. Often googling the name of the file will help you corroborate this. If malware is suspected, recommend that people download and run both Malwarebytes and SUPERAntiSpyware. You should also link them to the Troubleshoot Firefox issues caused by malware article.
Finally, check the Extensions tab to see what (if any) extensions were running. You'll probably have to google the Extension ID to figure out what some of them are but that should also pull up information about extensions that often cause problems. If you suspect a problem extension, recommend that they disable that extension and see if the problem is fixed (instructions are in Use extensions to add features to Firefox). You should also link them to Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems in case that doesn't work.
Crash reports contain a lot of very technical information. There are many more things that can be learned from them than what's presented in this article. And sometimes the steps presented here won't lead to concrete steps you can give a user to fix their situation. If you want help with reading crash reports, the best thing to do is ask for help in IRC. Click here to join the #sumo channel (chat room) Just type: Can someone help me read this crash report?