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FF 18.0 Won't even open after update from 17. Crashes in safe mode.

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New Contributor

FF 18.0 Won't even open after update from 17. Crashes in safe mode.

FF17 updated to 18.0 late last week. Running W7 x64. Since the update I cannot even open FF. Crashes upon opening and all I get is the crash report box. Won't even open in safe mode. Had to roll back to 17. This seems to be happening to nearly everyone at my company.

25 REPLIES
Site Moderator

Re: FF 18.0 Won't even open after update from 17. Crashes in safe mode.

This is likely because of malware on your PC. Try reading Firefox 18 crashes on startup due to malware - how to fix, run the scans, then update to 18. If it still crashes, let me know.

Site Moderator

Re: FF 18.0 Won't even open after update from 17. Crashes in safe mode.

hello jmbagley, could you provide some IDs of sent crash reports - this would help us understand what's going on in your case...

please enter about:crashes into the location bar - in there copy the ids of the last few crash reports and paste them here into your reply.

https://support.mozilla.org/en-US/kb/firefox-crashes-troubleshoot-prevent-and-get-help#w_get-help-fi...

in case firefox is already crashing when you're opening it please use the following procedure to obtain the relevant crash ids:

  1. Press the following shortcut to get a Run window: [Windows] + [R]. This should bring up a window that contains a text field.
  2. In that text field, enter %APPDATA% and press Enter. An explorer window should open.
  3. From that explorer window, double-click on the Mozilla folder, then double-click on Firefox and then on Crash reports. Double-click on submitted.
  4. 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.
  5. Open the most recent 5 files with a text editor and copy the IDs.
  6. Paste each ID into the reply window on the forums.

thanks

New Contributor

Re: FF 18.0 Won't even open after update from 17. Crashes in safe mode.

Tried the malware scan route. No dice.

New Contributor

Re: FF 18.0 Won't even open after update from 17. Crashes in safe mode.

My last 5 crash IDs. I can't open FF at all.

bp-6a8215e3-dce1-4441-b643-cfc672130114 bp-3cb6f6d9-4801-4542-91da-f0e5b2130114 bp-1ad0e3cf-737a-45a1-a0eb-269232130114 bp-02e335b5-81f0-4572-b34e-6101e2130114 bp-1053e3d2-95a1-466c-b69c-266fb2130114

Site Moderator

Re: FF 18.0 Won't even open after update from 17. Crashes in safe mode.

Do you have Websense Endpoint on your PC?

Site Moderator

Re: FF 18.0 Won't even open after update from 17. Crashes in safe mode.

according to the associated bug report it's a component of "Websense Endpoint" (i suppose some sort of firewall/traffic monitoring that you use at your company) that is crashing firefox - you also might want to contact the support of Websense Endpoint with those crash id's.

mozilla's bug repoort for the issue: https://bugzilla.mozilla.org/show_bug.cgi?id=828184

New Contributor

Re: FF 18.0 Won't even open after update from 17. Crashes in safe mode.

Thanks. I'll track this option down and see where it goes.

Site Moderator

Re: FF 18.0 Won't even open after update from 17. Crashes in safe mode.

this issue might be fixed in an upcoming release of firefox 18.0.1 later this week (likely on friday)...

New Contributor

Re: FF 18.0 Won't even open after update from 17. Crashes in safe mode.

Looks like this is shaping up to be the websense issue. we've contacted them (as has FF), but websense is waiting to hear more feedback from users it sounds.