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Firefox crashes - Troubleshoot, prevent and get help fixing crashes

A crash is what happens when Firefox closes or quits unexpectedly. After a crash, you should see the Mozilla Crash Reporter appear. This article will help you fix crashes and show you how to get more help if you're having difficulties.

Note: If Firefox is open but won't respond to any of your actions, then this is a hang, not a crash. See Firefox hangs or is not responding - How to fix for solutions.

If Firefox crashes at startup:

  1. Check to see if the crash happens in safe mode (see below).
  2. Try a clean reinstall (see Firefox keeps crashing at startup).

Otherwise, follow these steps in order.

Update your software

The crash you're experiencing may have already been fixed in a new version!

Update Firefox

Every Firefox release includes a number of fixes for crashes that people have reported. Making sure you have the latest version may fix your crash. See Update Firefox to the latest version for details.

Update your plugins

Check that you have the latest versions of all your plugins.

  • Go to our Plugin Check page and follow the links to update any plugins that are out of date.

Update Windows

Make sure you have all of the latest security and stability fixes.

  • Go to the Start menu, select All Programs and then Windows Update.

Update OS X

Make sure you have all of the latest security and stability fixes.

  • Go to the Apple menu and select Software Update…

Update Linux

Make sure you have all of the latest security and stability fixes.

  • Go to the System menu, down to Administration and select Update Manager.

Update your drivers

Check if your graphics drivers are up-to-date. For more info, see Upgrade your graphics drivers to use hardware acceleration and WebGL.

If your crash happens while printing, check that your printer driver is up-to-date by going to your printer manufacturer's support website.

Update your Internet Security software

Make sure you have the latest version of your Internet security software (including firewalls, antivirus programs, anti-spyware programs, and more).

Check for viruses or spyware

A number of different viruses and spyware are known to crash Firefox. To ensure that your system is clean of spyware and viruses, install, update their virus databases, and use both of these programs:

For more information, see Troubleshoot Firefox issues caused by malware.

Check to see if the crash happens in safe mode

If updating software didn't work or if Firefox crashes on startup, use the steps below to test whether the crash happens in Firefox Safe Mode or not and then follow the instructions in the recommended articles.

Note: The Refresh Firefox feature can fix many issues by restoring Firefox to its factory default state while saving your essential information. Consider using it before going through a lengthy troubleshooting process.
  1. Click the menu button New Fx Menu , click help Help-29 and select Restart with Add-ons Disabled.... Firefox will start up with the Firefox Safe Mode dialog.
    Note: You can also start Firefox in Safe Mode by holding down the shift key while starting Firefox.holding down the option key while starting Firefox.quitting Firefox and then going to your Terminal and running: firefox -safe-mode
    You may need to specify the Firefox installation path (e.g. /usr/lib/firefox)
  2. When the Firefox Safe Mode window appears, press the button Start in Safe Mode.

After Firefox starts in Safe Mode, test for your problem.

The crash still happens in Safe Mode

If your crash still happens in Safe Mode, it is not being caused by an extension, theme or hardware acceleration. Try to get help with your crash ID (see below).

The crash doesn't happen in Safe Mode

If your crash doesn't happen in Safe Mode, it is most likely because an extension, theme or hardware acceleration is causing the crash.

Check your hardware

Check your RAM for errors

If Firefox crashes repeatedly, check your RAM for errors using for instance the following tool, Memtest86+Rember.

Get help fixing this crash

Figuring out the cause of a crash can be difficult. If you've tried the steps above and can't get Firefox to stop crashing, the steps below will show you how to collect information about your crash so our volunteers can help you.

  1. Get the Report ID of your latest crash report:
    • If you can open Firefox, at least in Safe Mode:
      1. In the Firefox Location bar, type about:crashes and hit EnterReturn. A page listing submitted crash reports will appear.
      2. Right-clickHold down the Ctrl key while you click on the latest crash under Report ID and choose Open Link in New Tab. A tab will open to a page on crash-stats.mozilla.com, saying that "Your report is being processed". When it is finished processing, close the report tab.
    • If you can't open Firefox because it crashes at startup even in Safe Mode:
      1. Click the Windows Start button, and select Run…press Windows Key + R. Type in "%APPDATA%\Mozilla\Firefox\Crash Reports\submitted" (including the quotation marks) and click OK.(OS X 10.6 or previous) Click the Finder icon in the dock. Your home folder will be selected. In the right side of the window, click the Library folder to open it. Then open the "Application Support" folder, the "Firefox" folder, the "Crash Reports" folder and finally the "submitted" folder.
        (OS X 10.7 or above) Click the Finder icon in the dock. On the menu bar, click the Go menu, hold down the option or alt key and select Library. A window will open containing your Library folder. Then open the "Application Support" folder, the "Firefox" folder, the "Crash Reports" folder and finally the "submitted" folder.
        Go to ~/.mozilla/firefox/Crash Reports/submitted.
      2. In the resulting folder will be a text file for each crash report you have submitted. Using the View menu, arrange them by date to find out which is the newest file; and double-click on it to open it.
  2. Click this link to ask for help with your crash.
    Note: This link is only valid for help with crashes.
  3. Create an account.
  4. Fill out the Details section of the next page with as much information you have about the crash. Include any of the steps you completed above, like updating Firefox or testing for the crash in safe mode.
  5. Copy the long Report ID number you've got above for the latest crash (looks like bp-…) and paste it into the "Details" section.
  6. Click the green Automatically add button to submit additional troubleshooting information.
  7. Finally, click the Post Question button.
    We know that providing all this information is time consuming but it will make it much easier for our volunteers to help you.
    Crashes AAQ



Based on information from Firefox crashes (mozillaZine KB)

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Comments

The purpose of this forum is to discuss the Firefox crashes - Troubleshoot, prevent and get help fixing crashes Knowledge Base article. If you are interested in editing this article or have suggestions for improving it, you can post a new thread or reply to an existing thread.

Past discussion about this article can be found here:

Related discussion:

I have a pending update to Firefox crashes when you open it but, according to scoobidiver, Firefox crashes - Troubleshoot, prevent and get help fixing crashes must be updated first, at which point, the other article will be obsolete. Is that so?

Ref: https://support.mozilla.com/kb/Firefox%20crashes%20when%20you%20open%20it/discuss/1642#post-3097

(scoobidiver posted July 25, 2011 )
 It needs to be archived once Firefox crashes has been updated. See /forums/knowledge-base-articles/705107#post-36966
(scoobidiver posted July 26, 2011 )
It's in Michael's objectives, that is #top 20 viewed article with bad feedback, so Michael will update it soon.

P.S. Related discussion on the "top 20 viewed article with bad feedback" is here:
/forums/knowledge-base-articles/707113 Focus on troubleshooting

AliceWyman said

I have a pending update to Firefox crashes when you open it but, according to scoobidiver, Firefox crashes - Troubleshoot, prevent and get help fixing crashes must be updated first, at which point, the other article will be obsolete. Is that so?

It does seem that the solutions in Firefox crashes when you open it are the same basic crash solutions in (or should be in) this article. Let's discuss that after working on this set troubleshooting articles and we can evaluate them as a whole.

The first thing I think we should do with this article is remove the section about getting your crash id. That should be it's own reference article that we can direct users to when we're helping to diagnose a crash in the forum or live chat.

As for the article itself, I think we should offer these steps:

  1. Update Firefox
  2. Update plugins
  3. Safe Mode > Troubleshooting extensions and themes
  4. Check for malware
  5. Get your crash id and ask a question in the forum for one-on-one help

We should also link to Firefox crashes when downloaded files are checked by virus scan for that specific issue.

I guess this would mean that we don't really need:

We should include special troubleshooting steps for when Firefox crashes at startup, or at least a section of Firefox won't start - find solutions that covers crashes at startup, since those are the hardest to fix since Firefox does not open and fixing problems in Troubleshoot Firefox issues using Safe Mode may not always work. See my followup here: /en-US/kb/Firefox%20crashes%20when%20.../1642

A crash can also be caused by standalone applications and that's not covered above. Examples at http://kb.mozillazine.org/Firefox_crashes (I'm trying to keep MozillaZine's article updated, as an alternate help page)

I don't think that we should create a separate article about getting your crash ID ... it should be part of this article.

P.S. Most plugins don't cause a Firefox crash any more (the plugin itself will crash) so maybe you should also link to Send plugin crash reports to help Mozilla improve Firefox?

Leppert

Help! I'm a computer idiot and my Firefox keeps crashing. I leave my PC for a couple hours and come back and Firefox is gone! This doesn't happen to my hubby's PC. Do I have a virus or malware or something?

Hi Leppert,
This forum is for contributors to the Firefox Help website, not for actually requesting help. Please ask your question again here, https://support.mozilla.com/questions/new so that we can better help you. Thanks.

AliceWyman said

We should include special troubleshooting steps for when Firefox crashes at startup, or at least a section of Firefox won't start - find solutions that covers crashes at startup, since those are the hardest to fix since Firefox does not open and fixing problems in Troubleshoot Firefox issues using Safe Mode may not always work. See my followup here: /en-US/kb/Firefox%20crashes%20when%20.../1642 A crash can also be caused by standalone applications and that's not covered above. Examples at http://kb.mozillazine.org/Firefox_crashes (I'm trying to keep MozillaZine's article updated, as an alternate help page)

Ok. I guess this is why Scoobidiver was saying that if we update this article, it will make the other article obsolete.

I don't think that we should create a separate article about getting your crash ID ... it should be part of this article.

I disagree. Obtaining your crash report is not helpful for almost everyone. You have to know how to read that thing in order for it to be of much use. Why we tell people to get one is so that we can better help them in the forum. If we put that info into a separate article and include how to properly ask a question with this we can possibly get better phrased questions in the forum.

I understand that you want to simplify this article but the crashID was what solved the problem in the forum thread I linked in my followup post here. It may not be a "self-help" tool, especially if it doesn't link to a bug report like the one in my "followup post" did but I think it should be part of Firefox crashes - Troubleshoot, prevent and get help fixing crashes. You can put it at the end of the article (people who read through the entire article are more likely to need a crash report). If you want a separate article, fine ... a "Template:ViewCrashReport " could be used in both articles.

By the way, Mozilla Crash Reporter could be updated and un-archived (and maybe renamed) instead of creating a new "How can I view my crash report?" article.

I agree with Alice to let the crashID section in this article, at the end in case all previous steps failed. It has no sense to have an article about crashID as it is exclusively related to this article, except if you want to hide it from most users and make it accessible only from the link in this article. In that case, categorize it as an admin article so that it can't be searched.

See /forums/contributors/707453 Firefox 6 release. Cww said that Firefox 6 will be released tomorrow and may crash due to a trojan that may be on the user's system. If that's so (he didn't give any reference about the crash issue) then this article should probably include a suggestion to do a full system scan with an up-to-date antivirus program as one of the first steps ... ahead of updating plugins, for sure.

Maybe that is a good idea anyway, independent of any current releases.

cww has now given a link to the relevant bug 670542 relating to the crash issue.

As scans with up-to-date security products apparently work and enable the crashes to be fixed possibly we should go ahead with Alice's suggestion as an immediate edit and revision to the article, without delaying waiting for any further discussions about the helpfulness improvements. Otherwise a top crasher is going to hit users who update, without us providing them with the correct information to resolve the issue.

Ok I think I have a handle on a good approach. The basics:
Notes:

Generic fixes/preventive maintenance

  • Update Firefox
  • Update Plugins
  • Check for malware

Safe Mode diagnosis

If the steps above don't work or Firefox crashes on start up, this:

Get a crash ID and ask a question

  • Explain how to get a crash report and search sumo
  • If search brings up nothing, ask a question and explain where to include crash ID and troubleshooting information.

Ok, giant re-write is done. I'd like to make a video for that last section about getting help with your crash but I don't think that blocks this change.

If you want this article to replace Firefox crashes when you open it then the section on getting a crash report should also explain how to get a crash ID when Firefox doesn't start even in Troubleshoot Firefox issues using Safe Mode (like it does here but without the bogus links) ... or else update and un-archive the Mozilla Crash Reporter article and link to it for those cases where Firefox crashes at startup and won't start in Safe Mode.

See Bug 680418 - Cannot start Firefox after v6 update. Crashes and won't start, even in Safe Mode (which is a duplicate of bug 670542)

P.S.. I don't think that updating plugins is a top solution (you have it #2). Plugins run in their own process and don't crash Firefox, which the current version of the article mentions in a note. Safe Mode troubleshooting (as in Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems) and checking for malware should come ahead of updating plugins.

I have several comments:

  • If you disabled the automatic Firefox update, going to the About Firefox window is not enough. You need to click on the Check for Updates button.
  • Some crashes may be caused by Security Internet software such as NVIDIA Access Manager, even if there's no installed add-on by this software. You need to update it if it's still maintained or find a new one.
  • Before running free anti-virus and anti-spyware software, you also need to get their latest version of their databases.
  • These two anti-virus and anti-spyware software seem to be not enough in some cases, see this thread. There's also the anti-rootkit utility, TDSSKiller, that can be added in this article and Troubleshoot Firefox issues caused by malware.
  • The sentence about globally installed extensions and extensions installed by other software has nothing to do in the "The crash still happens in Safe Mode" section.

Follow up on on Bug 680418 - Cannot start Firefox after v6 update. Crashes and won't start, even in Safe Mode: The reporter added a comment linking to: http://www.spywareinfoforum.com/index.../132436-malware-effecting-firefox-v6-cant-start-even-in-safe... where it shows that after following the SpywareInfo Forum FAQ which included running Malwarebytes' Anti-Malware the trojan was removed and everything was working again.

I don't think we should post any additional links to malware removal applications, either in this article or in Troubleshoot Firefox issues caused by malware. Instead, we should urge people to visit a specialized forum to get more help.

cww approved it.

AliceWyman said

We should include special troubleshooting steps for when Firefox crashes at startup, or at least a section of Firefox won't start - find solutions that covers crashes at startup, since those are the hardest to fix since Firefox does not open and fixing problems in Troubleshoot Firefox issues using Safe Mode may not always work. See my followup here: /en-US/kb/Firefox%20crashes%20when%20.../1642

A crash can also be caused by standalone applications and that's not covered above. Examples at http://kb.mozillazine.org/Firefox_crashes (I'm trying to keep MozillaZine's article updated, as an alternate help page)

scoobidiver said

I have several comments:
  • Some crashes may be caused by Security Internet software such as NVIDIA Access Manager, even if there's no installed add-on by this software. You need to update it if it's still maintained or find a new one.
  • Before running free anti-virus and anti-spyware software, you also need to get their latest version of their databases.
  • The sentence about globally installed extensions and extensions installed by other software has nothing to do in the "The crash still happens in Safe Mode" section.

(scoobidiver said) Some crashes may be caused by Security Internet software such as NVIDIA Access Manager, even if there's no installed add-on by this software.

Thanks. I found some references and added it to: http://kb.mozillazine.org/Firefox_crashes#Other_installed_software

In addition to the previous comments, I added a section about updating drivers (graphics and printer) and simplify the Get Help section. It needs review.

I approved it.

If Firefox crashes at startup and does not start in Troubleshoot Firefox issues using Safe Mode, you will not be able to get a crashID using the instructions given in this article.

Before the Firefox crashes when you open it article can be redirected here, I think that the instructions for getting a crash ID when Firefox does not start in Safe Mode should be incorporated into this article.

I took a look at your last revision to this article. In the Get help fixing this crash section, under Get the Report ID of your latest crash report:

Where you added You can't open Firefox because it crashes at startup even in Safe Mode, there seems to be steps missing, after this:

3. In the resulting folder will be a text file for each crash report you have submitted. Using the View menu, arrange them by date to find out which is the newest file; and double-click on it to open it.

The "Getting your crash report" section in Firefox crashes when you open it says this, after that step:


Your crash ID is the part after the bp-. For example, if the file contents is:
Crash ID: bp-277ca492-ef87-40ea-b667-051b437f2b78 Then your crash ID is 277ca492-ef87-40ea-b667-051b437f2b78.

In another browser, go to http://crash-stats.mozilla.com/report/index/<your crash ID here> (e.g. http://crash-stats.mozilla.com/report/index/277ca492-ef87-40ea-b667-051b437f2b78 ) You will be taken to a page on crash-stats.mozilla.com, saying that "Your report is being processed".


I was thinking to add something similar to this article, so that the person can go and see his own crash report, just like you explain for people who can open Firefox and access about:crashes.

Pending approval of this revision I again rejected your revision to Firefox crashes when you open it to redirect it here (so that it doesn't get approved by another reviewer in error) and I posted a new thread here: https://support.mozilla.com/en-US/kb/Firefox%20crashes%20when%20you%20open%20it/discuss/1857

P.S. Could you also check this, in the same Get help fixing this crash section?
Under You can't open Firefox because it crashes at startup even in Safe Mode:

  1. Open your profile folder.
  2. {for win}In Windows Explorer, go to {filepath \..\..\Crash Reports\submitted}.{/for}{for mac}In the finder, go to {filepath ../../Crash Reports/submitted}.{/for}{for linux}Go to {filepath ../../Crash Reports/submitted}.{/for}

It's unclear from the above exactly where the Crash Reports are located. Firefox crashes when you open it explains it better; e.g., for Windows:

"%APPDATA%\Mozilla\Firefox\Crash Reports\submitted" 

See also: http://kb.mozillazine.org/Breakpad#Location_of_crash_reports

AliceWyman said

I was thinking to add something similar to this article, so that the person can go and see his own crash report, just like you explain for people who can open Firefox and access about:crashes.

It was logical when the Search Mozilla Support for Help button was redirecting to articles with the related crash signature when there was one, but these articles have been archived, which I agree with.

Moreover, accessing the crash report may be misleading for some users (see the current revision) as they mix information in the report, the crash signature and the report ID in their question filled out from the form in the article (see /questions/874984, /questions/874978, /questions/874858, /questions/874796, /questions/874672, /questions/874601...).

In a new revision, I wrote to close the crash report tab once the report has been submitted, so that the user only see the about:crashes page and the bp-.. IDs.

AliceWyman said

It's unclear from the above exactly where the Crash Reports are located. Firefox crashes when you open it explains it better

I wanted to prevent duplicated content but you're right, it's clearer.

In a new revision, I added the instructions from this article.

Crash Signatures
I have not followed all the the discussion threads and article revisions,but hope that somewhere in one of the KB articles it still explains how to get the crash signature/report. Even if that is considered potentially confusing or difficult for some users, it is going to remain essential information for some forum users.

Top Crashes
Would it possibly help to add a comment about top crashes with a suitable link. That way the article is always able to provide up-to-date information, without the need for additional editorial update.

John99 said

Crash Signatures
... somewhere in one of the KB articles it still explains how to get the crash signature/report. Even if that is considered potentially confusing or difficult for some users, it is going to remain essential information for some forum users.

In questions I checked over the last days, more than 75% of questions has no crash ID. Sometimes, they have a paste from the crash reporter, others have only the crash signature, others say the crash report has been already sent to Mozilla, others have no information.
In this article, we focus only on how to get the crash ID because: "Give me a crash ID and I'll give you a crash signature."

John99 said

Top Crashes
Would it possibly help to add a comment about top crashes with a suitable link. That way the article is always able to provide up-to-date information, without the need for additional editorial update.

We don't talk about any specific crash signatures and I don't understand the purpose of having a link to the top crashers. Users care only about fixing their issues, not knowing that their symptoms are shared by many users.

The person who filed Bug 680418 - Cannot start Firefox after v6 update. Crashes and won't start, even in Safe Mode was able to provide information about the crash because he found the Firefox crashes when you open it article's instructions on viewing his crash report. For that reason alone I think it's important that this information is provided somewhere. It will be lost if you redirect the Firefox crashes when you open it article to this article without including those instructions. (It would be better to archive, in that case, instead of redirecting that article here.)

If you don't want to provide instructions for viewing the crash report in this article, whether or not you can open in Firefox Troubleshoot Firefox issues using Safe Mode to access about:crashes, another option would be to un-archive the Mozilla Crash Reporter article, update it to include that information in the Viewing Crash Reports section, and then link to that section.

Related discussion: /en-US/kb/Mozilla%20Crash%20Reporter/.../1869

I think a video to help users fill in a support request form would be useful at the beginning of the last section.

scoobidiver said

John99 said
Top Crashes
Would it possibly help to add a comment about top crashes with a suitable link. That way the article is always able to provide up-to-date information, without the need for additional editorial update.

We don't talk about any specific crash signatures and I don't understand the purpose of having a link to the top crashers. Users care only about fixing their issues, not knowing that their symptoms are shared by many users.

But if a user sees the top crashes that user may realise it is what is happening on their own machine. Also new contributors may not be aware of the listing. Currently for instance ID vault is a top crash cause. (with a fix promised any day now) bug684748#c20

John99 said

But if a user sees the top crashes that user may realise it is what is happening on their own machine. Also new contributors may not be aware of the listing. Currently for instance ID vault is a top crash cause. (with a fix promised any day now) bug684748#c20

If a crash can't be fixed by the procedures in the article, the user will get help from a contributor which can give a workaround, a bug number and a target milestone. There's no need to add a crash stats link in this article.

For new contributors, the Answering questions on the Support Forum article can be updated to help using crash stats and bug descriptions. Feel free to do that.

For the record, a #53 crasher is not a top crasher, only the top 20 are considered as top crashers.

scoobidiver,

On your pending revision you have:

1. Click the Windows Start button, and select Run... on Windows 2000/XP or the search box on Windows Vista/7. 
2. Type in "%APPDATA%\Mozilla\Firefox\Crash Reports\submitted" including the quotation marks and click OK

I don't have any submitted crash reports so I tried "%APPDATA%\Mozilla\Firefox\Crash Reports" and it does not work from the Windows 7 search box. It does work if I enter it WITHOUT quotation marks.

Using the Windows 7 Run box, it works with or without the quotation marks. In other words, you should either explain how to use the Windows 7/Vista Run box (e.g., press "Windows key" + R) or give separate instructions for Windows 7/Vista.

By the way, I just came across https://developer.mozilla.org/en/How_to_get_a_stacktrace_for_a_bug_report which says this (in case it helps):

How to get the crash ID if Firefox crashes on startup

If Firefox crashes on startup you can still access your submitted crash reports. Crash reports are accessible from all Firefox profiles, so if a new profile does not crash you can use it to access them through "about:crashes" as above.

Accessing crash report IDs outside of Firefox

If you cannot load Firefox at all you can find the crash report files at this location depending on your operating system:
<snip>
trademe23

Disabling Add-ons didn't work. Uninstalling and Reinstalling Firefox didn't work. Deleting and Recreating a Firefox profile didn't work. (firefox.exe -ProfileManager)

This is what worked for me.

Go here, follow it step-by-step. https://support.mozilla.com/en-US/kb/Firefox%20crashes%20when%20you%20open%20it#w_backdoor-ulrbot-c

I tracked down this file using Mozilla's crash report viewer. \Local Settings\Application Data\usrGLhid\DirectEventxx.dll

I submitted the file to http://virusscan.jotti.org/ and it was identified as malware.

I simply renamed the file and just like that, all is well.

Hi trademe23.

Thanks for the feedback.

We have already a section about malware in this article and know that malware with randomly named dlls makes Firefox crash at startup. Did the two recommended anti-malware programs detect your virus? What did specialized forums say?

I approved the last revision but I don't think that Firefox crashes when you open it should be redirected here, since it still has useful information that isn't included in this article (see discussion).

The discussion continues at /en-US/kb/Firefox%20crashes%20when%20.../1857.

These other article forum threads include discussion related to this article:

Yes!! (I had to add a second "!" because four characters is to short of a message) :\

In a revision in pending review, there's a link to Mozilla Crash Reporter. Users don't care what Mozilla Crash Reporter is.

If you want a guide to view crash reports, put it in a section at the end of this article as stated by Michael.

I simply enclosed "Mozilla Crash Reporter" in the article text with double brackets so that it would link to the Mozilla Crash Reporter article, mainly to define what it is and what it looks like, for those Firefox users who might not be sure if Firefox crashed or not or who want more info. Would you prefer a link to http://kb.mozillazine.org/Breakpad#Mozilla_Crash_Reporter or are you just against any hyperlink for that text?

Viewing crash reports is another matter.

Since we should try to avoid links to archived articles (see this post by Kadir) I replaced the link to Mozilla Crash Reporter with a link to http://kb.mozillazine.org/Breakpad#Mozilla_Crash_Reporter after I posted the above. Tonnes edited my last revision (nits: add ‘if’, ‘the’ ) and I approved it.

I set up an "Empty Edit" for the other needed update.

P.S. While we are at it, what about adding a disambiguation link to Send plugin crash reports to help Mozilla improve Firefox to the top of this article? Some people may arrive at this article after a plugin crash.

I think we need to remove the link to (in this case Mozillazine) more info about the crash reporter. It's only mentioned in the intro to help people distinguish a crash from something else like a hang or plugin-crash. If you see this program then you had a crash. Maybe we can make that sentence clearer. I think sending people off to learn about the crash reporter is distracting. This article is super complicated already.

I don't think we should add a section about viewing your crash report - it's not something that will be helpful to users and adds complexity to the article.

I also don't think we need to link to plugin crash reports. It's pretty clear that when a plugin has crashed that Firefox hasn't. We'd be seeing lots of confusion in the support forum over the last 18 months if that wasn't the case.

FWIW, this is one of the most complicated articles we have. The problems are diverse and troubleshooting is difficult. Before we started revising it in August, this article was rated helpful about 45% of the time . For October that's now up to over 52%. That's HUGE!

We aren't "sending people off to learn about the crash reporter". We are just adding a hyperlink to the Mozilla Crash Reporter text which people can click or not. I would prefer adding a link to Mozilla Crash Reporter and update/un-archive, especially since we are currently linking to Mozilla Crash Reporter in the Advanced panel - Accessibility, browsing, network, updates, and other advanced settings in Firefox article (under System Defaults). Would you want to remove that link also?

I don't think it would hurt to add a link to Send plugin crash reports to help Mozilla improve Firefox to make it clearer that this is a different type of crash that is explained elsewhere. I would add something like,

.... just like we link to Firefox hangs or is not responding - How to fix at the top of the article:

If you don't want to explain viewing crash reports in this article because it won't help most users, at least link to another article that has that information, such as an updated Mozilla Crash Reporter.