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Firefox crashes when downloaded files are checked by virus scan

This article covers the situation where Firefox displays a message about crashing when you try to download files or save images.


Firefox crashes when attempting to perform a virus scan

With some antivirus programs, the virus scan after files are downloaded may cause Firefox to crash. You can disable virus scanning in Firefox with the following steps:

  1. In the address bar, type about:config and press EnterReturn.

    • The about:config "This might void your warranty!" warning page may appear. Click I'll be careful, I promise!I accept the risk! to continue to the about:config page.
  2. Locate the browser.download.manager.scanWhenDone preference and double click it to change the value to false.

 

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Trusteer Rapport software can cause Firefox to crash when attempting to download a file.

This article mustn't become a catalog of anti-malware software that makes Firefox crash.

In addition, it's unmaintainable as we don't have the reactivity to remove it once it's fixed.

I'd say: reject it or defer it indefinitely to be more "politically correct".

I changed the thread title to "Deferred".

P.S. Another reference (which also has a CrashID): /questions/881628

I haven't read through bug reports and am not really familiar with this problem in particular but I'd thought I'd ask...

Is the solution in the article as it exists now really helpful? Will it work with Trusteer Rapport for example? If not, are there another solutions that exist that might help with more than just a single case?

With 4 articles about crashes but only 2 up-to-date and the others not marked as obsolete, plus this article not in the AAQ flow, it's hard for a user with a crash to know which articles to trust. This issue is known since August. See /forums/contributors/707095#post-41536.

The latest revision with a generic solution to disable the virus scan only in Firefox has been approved on October 13.

The solutions in the support forum is to disable Trusteer Rapport, making your computer unsafe if you don't have other anti-virus software. In addition to my above comments about specific software that will make the article unmaintainable, we can not recommend to fully disable anti-virus software to prevent Firefox from crashing.

What about recommending that people uninstall whatever crappy anti-virus software they have and install the Microsoft Security Essentials which is free and updated all the time by Microsoft. From what I've seen it doesn't cause any problems with Firefox and doesn't install any toolbars or other addons.

Trusteer Rapport is a narrowly-focused product offered by various financial institutions (ref.). It isn't meant to replace your normal security software. See http://www.trusteer.com/product/trusteer-rapport

The solution suggested in http://kb.mozillazine.org/Firefox_crashes#Trusteer_Rapport is If you use this software, try disabling it. If that stops the crashes, try updating the software to the latest version, uninstall the program if you don't need it, or contact Trusteer Support.

Adding Microsoft Security Essentials as an option for people who want a free, simple AV/anti-malware product is a good idea - more info in Troubleshoot Firefox issues caused by malware discussion. It's the only security software I use, in conjunction with Windows Firewall.

I don't think we must recommend any security software with a real-time protection. I updated the article. It needs review.

Could you post a bug report, current forum thread, or any other reference that shows that turning off the browser.download.manager.scanWhenDone preference is still a valid workaround for Firefox crashes when downloading or saving files? (The previous version of this article had a reference to https://bugzilla.mozilla.org/show_bug.cgi?id=458667 under Norton Antivirus Office document scanning but that section was removed in the last approved revision.)

Also I don't see why you can't specifically mention the Trusteer Rapport application as a problematic program that can cause crashes.

AliceWyman said

Could you post a bug report, current forum thread, or any other reference that shows that turning off the browser.download.manager.scanWhenDone preference is still a valid workaround for Firefox crashes when downloading or saving files?

The new revision approved on October 13 with this only solution has an helpfulness of 75%.

Also I don't see why you can't specifically mention the Trusteer Rapport application as a problematic program that can cause crashes.

Because it applies only to version 3.5.1105.59 and seems to be fixed in version 3.5.1108.47 (only 1% of users has updated, see https://crash-analysis.mozilla.com/cr.../20111015_Firefox_7.0.1-interesting-modules-with-versions.tx...)

I don't know how you can use helpfulness votes from only two days but if this article continues to show high helpfulness then of course, keep the instructions.

I still don't understand why you don't want to refer to Trusteer Rapport by name, since it has been known to cause crashes for some time now.

By the way,, the Warning you added is misplaced. Disabling the scanWhenDone preference doesn't need a warning.

AliceWyman said

If only 1% of users have updated, then we should tell them to update, no?

I don't know if this software has an automatic update feature, this new version really fixes these crashes (not enough users to confirm), is officially released or still in test.

Disabling the browser.download.manager.scanWhenDone preference doesn't need a warning. See the description here: Bug 412204 - Add a hidden pref to turn off virus scanning on downloads

P.S. I no longer care whether or not Trusteer Rapport is specifically mentioned in this article. Seeing that this article is getting a 75% helpful vote for the past 2 days, with the only content being to disable the scanWhenDone preference, makes me think to leave well enough alone.

P.P.S. Another Trusteer Rapport crash report when downloading, from today:
/en-US/questions/887181 Quote: Apparently Trusteer are aware of this problem and have a new version available to download (Emerald Build 1108.47) which resolves this problem for FireFox and IE (don't know about other browers but I expect it is the same).

If it's 100% reproducible, I think it should be definitely added to the article. Especially if there's a known solution.

Joschka

I have been experiencing this crash during download problem for a LONG time and anti-virus has NOTHING to do with it.

Specifically: if I select a file to 'save link as' and then I create a new folder for the file, Firefox crashes EVERY time.

But I can restart it and do nothing other than overwrite the small file piece that Firefox saved on the first try and the download works just fine. (There is no need to do anything else.)

It is the NEW FOLDER process occurring before the "save" that guarantees a crash.

As far as I can tell, nobody at Mozilla has addressed this sequence.

Joschka,

The two bugs I found on this issue (330207 and 633639) are both marked Invalid.

Did you try the solution in this article and it did not work? In that case, you should follow the instructions in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article, which includes instructions for getting a crash Report ID from the about:crashes (Submitted Crash Reports) page.

To get help with the crash, post a link to the crash report (or the crash Report ID) in a new question on the Firefox Support forum.

If you find a solution, please come back here and post it.

P.S. The new revision approved on October 13 now has an helpfulness rating of less than 50% for the two week period October 14 2011 to October 28, 2011

cossers

Re Firefox Crash - during a file upload ie when I went to open a web page from my hard drive to view it, Firefox would crash, as would another (unnamed!) browser. This happened many times over the last month. Turning OFF Trusteer Rapport has now solved this issue. Have now uninstalled this program and reinstalled the latest version today. Now no problem with opening a file on browser. Thank you very much for the advice.

Joschka

AliceWyman said

Joschka, The two bugs I found on this issue (330207 and 633639) are both marked Invalid. Did you try the solution in this article and it did not work? In that case, you should follow the instructions in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article, which includes instructions for getting a crash Report ID from the about:crashes (Submitted Crash Reports) page. To get help with the crash, post a link to the crash report (or the crash Report ID) in a new question on the Firefox Support forum. If you find a solution, please come back here and post it.

I have posted my detailed information about this crash and I'm being totally ignored. Firefox is no longer my default browser.

Joschka said

AliceWyman said
Joschka, The two bugs I found on this issue (330207 and 633639) are both marked Invalid. Did you try the solution in this article and it did not work? In that case, you should follow the instructions in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article, which includes instructions for getting a crash Report ID from the about:crashes (Submitted Crash Reports) page. To get help with the crash, post a link to the crash report (or the crash Report ID) in a new question on the Firefox Support forum. If you find a solution, please come back here and post it.

I have posted my detailed information about this crash and I'm being totally ignored. Firefox is no longer my default browser.

I found your question from two weeks ago on the Support Forum, at https://support.mozilla.com/en-US/questions/890781 and I just posted a reply there ( I asked again if you tried the solution in this article.)

I'm really sorry that no one was able to help you earlier but your crash didn't give much to go on.

I'm deferring the current pending revisions that added the suggestion to troubleshoot possibly interfering security software by temporarily disabling real-time protection. The advice is too vague and potentially risky.

As for Trusteer Rapport crashes when downloading or saving files, I no longer think we should add that to this article. Note: Trusteer Rapport crashes at startup are now included in the Latest Firefox issues article, which is linked from Firefox crashes - Troubleshoot, prevent and get help fixing crashes.

I just wanted to add the following, for the record.

The browser.download.manager.scanWhenDone preference has been removed from Firefox. Related discussion:

This article is already archived but the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article still linked to it (I just removed that link).