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firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

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firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

I cant figure out what may have caused this and how/if my system will be impacted by disabling "hardware acceleration". any ideas?

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New User

Re: firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

agreed, uninstalling the windows update KB2670838 fixes the problem.

to do so [in win7 anyway] simply open windows update, click "view update history" click "installed updates" scroll down to the section titled "microsoft windows" and look for the update KB2670838, right click and select uninstall. reboot system and all will be well w/ the universe again.

Thanks for everyone's help. This issue has been solved.

13 REPLIES
Site Moderator

Re: firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

Try updating your graphics drivers (and conversely maybe roll back a version to check a new driver is not the problem! )

If you still get crashes please type about:crashes into the address bar and paste into your next message a couple of the recent CrashIDs (they start bp- . ) You will not crash in safe mode, because that disables HA but please disable all add-ons and plugins before attempting to test.

New User

Re: firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

no new drivers are available, my asus card is up to date. i did however download and re-install the same/most recent drivers just to be sure and it had no effect on the problem.

I did notice that my system received a automated windows update while i was at work. never had this problem w/ FF before today - system is 2years old. update info:

Platform Update for Windows 7 x64-Edition (KB2670838)

Installation date: ‎2/‎27/‎2013 3:01 AM

Installation status: Successful

Update type: Recommended

Install this update to resolve issues in Windows. For a complete listing of the issues that are included in this update, see the associated Microsoft Knowledge Base article for more information. After you install this item, you may have to restart your computer.

More information: http://support.microsoft.com/kb/2670838

Help and Support: http://support.microsoft.com

Site Moderator

Re: firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

I had hoped the easy option would have worked.

Are you able to provide a couple of recent submitted CrashIDs please.

New User

Re: firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

I have the same problem, and KB2508272 looks like a strong contender for either culprit or trigger. Unlike the OP, I had my machine up and running this morning, with Firefox working fine, when I was prompted to install the update (I don't know for sure what level of Firefox; I'm now on 19, but after the reboot - and before the first crash - I saw a brief message about checking add-ons for compatibility - so it's possible I was upgraded to 19 at the same time). Whatever, since the reboot I've mostly(!) been unable to run Firefox in other than safe mode unless I disable hardware acceleration. I say "mostly", because I tried upgrading my graphics drivers to the latest level (nVidia GeForce GTX460, build 314.07), and at the time that *seemed* to cure the problem - but after shutting the machine down for a few hours and restarting, the problem is back.

https://crash-stats.mozilla.com/report/pending/a5528376-b947-4aac-8130-4d5a82130227

Site Moderator

Re: firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

See also:

  • 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 User

Re: firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

heres the most recent crash:

bp-014675e1-2505-495b-bd3f-2103621302282/28/20132:39 AM

heres the first crash i received from this issue:

4919c7ee-d416-486c-a9cb-27374e49efe62/27/20133:16 AM

New User

Re: firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

ok looks like "the first crash" isnt on file anymore - heres 2 more recent ones:

bp-ad781ff9-8eef-40e9-8a89-15e0621302282/28/20132:39 AM

bp-6cd309d7-cd5b-4850-b7bf-6ecc421302282/28/20132:39 AM

New User

Re: firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

Actual Bugzilla etiquette is no pointless comments - Do not add a comment to a bug unless you have something constructive and helpful to say. (And having made that constructive observation, I'll now shut up.)

Site Moderator

Re: firefox 19 all of a sudden crashes and will only open in safe mode.Boots normally after UNchecking "use hardware acceleration when available" What caused this?

Note, per the Crash Report you are on fx19.0
There will be a new release for Windows anytime now: fx19.0.1 that is I believe addressing a Windows 8 crash. No idea whether or not it will help with this issue

I note from a couple of the bug comments that besides disabling HA


For forum cross referencing purposes

  • Crash Report for your CrashID bp-6cd309d7-cd5b-4850-b7bf-6ecc42130228
    Firefox 19.0 Crash Report [@ RtlpAllocateHeap | RtlpAllocateHeap | d3d11.dll@0x7c20 ]
    • Crash Signature: RtlpAllocateHeap | RtlpAllocateHeap | d3d11.dll@0x7c20
    • Related Bug 812683 NEW --- Win7 startup crash in _d2d_clear_surface @ CContext::RestorePipelineStateImpl (d3d11.dll, after installing KB2670838)