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Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

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Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

I just updated Firefox with Windows 7 X64 update number kb2670838 and now I just get sent to the Mozilla error report screen unless I go into safe mode. I have disabled all my addons and the themes. The only way it works (and I could post this) was to use safe mode. I don't know the difference between safe mode and normal mode either. I have updated this after noticing somethings were enabled and my theme was enabled but I have since disabled them. I am also using java 7 update 15 which seems to work.

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Site Moderator

Re: Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

Could be this bug:

  • bug 812683 - Win7 startup crash in _d2d_clear_surface @ CContext::RestorePipelineStateImpl (d3d11.dll, after installing KB2670838)

(please do not comment in bug reports: https://bugzilla.mozilla.org/page.cgi?id=etiquette.html)

8 REPLIES
Site Moderator

Re: Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

If you disable hardware acceleration, does it work? I still have problems with my graphics card in Firefox

New Contributor

Re: Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

I only got this problem when Microsoft updated. It works only in safe mode.

Site Moderator

Re: Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

Please perform the following steps to give us a crash report ID that helps us find out more about the cause of the crash.

  1. Enter about:crashes in the Firefox location bar (that's where you enter your website names) and press Enter. You should now see a list of submitted crash reports.
  2. Copy the most recent 5 report IDs that you see in the crash report window and paste them into your forum response.

Thanks in advance for your help!

More information and further troubleshooting steps can be found in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article.

New Contributor

Re: Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

Here are the recent crash reports. I am really trying to help. These should also have the date and time. When I click on the link in Thunderbird, it also gives a crash then I can start in safe mode.

bp-b15f9c3f-da2e-4481-a82f-95dc8213022727-Feb-1313:11 bp-e074c498-19d9-4498-af43-ad9d3213022727-Feb-1312:39 bp-5146c539-3054-441f-be8b-a9146213022727-Feb-1308:46 bp-ef8abe8f-50a8-4cb9-8f5c-72624213022727-Feb-1308:30 bp-65940944-2c22-4bc3-b5ea-9f67b213022727-Feb-1308:28 8c30ea04-012d-4161-b21a-21f78270c23727-Feb-1308:22

I hope this helps. I really like Firefox.

As for the graphics accelerator, I have never had a problem with my video card or drivers with Firefox.

Site Moderator

Re: Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

Could be this bug:

  • bug 812683 - Win7 startup crash in _d2d_clear_surface @ CContext::RestorePipelineStateImpl (d3d11.dll, after installing KB2670838)

(please do not comment in bug reports: https://bugzilla.mozilla.org/page.cgi?id=etiquette.html)

New Contributor

Re: Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

I have read the bug 812683 item linked above. I don't understand it. I upgraded to Nvidia 314.07 well before the crash. It was only with the update of kb2670838 that it happened.

Can you explain the accelerator that was mentioned in the bug 812683? I haven't had any problems with my 560 video card until now. I do have an AMD also but it has been working fine in Windows 7 x64.

I am trying to be as helpful as I can but I agree with bug 812683 that this is the same problem.

I noticed in the bug 812683 post that they were mentioning IE 10. I just looked because I don't use IE but I have IE 9 on my computer.

New Contributor

Re: Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

I know I may be dense but I did more reading with what cor-el said and I found how to disable the hardware accelerator. Now Firefox works. Thank you.

New Contributor

Re: Updated windows 7 X64 and now firefox only works in safemode (all addons turned off also)

For me ZoneAlarm Security was the problem.

Open Task Manager. Do a Ctrl + Alt + Del and open Task Manager. Select ZoneAlarm Force Field and click End Task.

If Firefox now works here is how to cure the problem.

Open ZoneAlarm. In the Internet box click on View Details. Turn off Web Security. This will cause a Fix it button to appear. Click on the Fix it button. Web security will be set back to on and Browser Virtualization will be turned off. Turn on Brower Virtualization. Close ZoneAlarm.

Firefox should now work.