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This article covers the situation where Firefox displays a message about crashing when you try to start it. * If Firefox does not start at all, see [[Firefox will not start]]. * If you are able to get Firefox to load but are seeing a crash-related message after you have tried to use it, see [[Firefox crashes|our page on general Firefox crashes]]. When Firefox crashes, it may bring up some windows that include one of the following sets of text: {for win} * '''Firefox has encountered a problem and needs to close''' {/for} * '''Mozilla Crash Reporter''' __TOC__ {for fx3} = Not running the latest version of Firefox = A number of startup crashes that happen in Firefox 3.0 no longer occur in Firefox 3.6. Please [[Upgrading to Firefox 3.6|upgrade to Firefox 3.6]] to see if that addresses your crash. {/for} = Determining if Firefox can load in Safe Mode = When Firefox crashes at startup, the possible causes depend on whether Firefox is able to load in [[Safe Mode]]. [[T:safemode]] If you get the Firefox Safe Mode dialog, proceed to next section [[#Firefox opens in Safe Mode|Firefox opens in Safe Mode]]. If you get the same crash message when you try to start in Safe Mode, follow the section on [[#Firefox does not start in Safe Mode|Firefox not starting in Safe Mode]]. = Firefox opens in Safe Mode = If Firefox does not crash when you try to open it in Safe Mode, the most likely cause of the problem is an extension or a theme. Please see our page on [[Troubleshooting extensions and themes]] for help with this problem. Some versions of the following extensions are known to cause some versions of Firefox to crash on startup: *'''Norton IPS extension''' <!-- https://bugzilla.mozilla.org/show_bug.cgi?id=535345 --> *'''PicLens''' <!--https://bugzilla.mozilla.org/show_bug.cgi?id=436896--> *'''Roboform Toolbar''' (This crash has been fixed in Roboform toolbar 6.9.90 and later. In the {menu Tools} menu, click {menu Add-ons} and select {button Find Updates} to get the latest version of Roboform). If you are unable to fix it after following the steps on that page, start Firefox in Safe Mode, by following the instructions below: [[T:safemode]] When the Firefox Safe Mode window appears, press the button {button Continue in Safe Mode}. Once you're in Safe Mode, follow the instructions on [[Firefox Crashes#Getting the most accurate help with your Firefox crash|collecting information about your crash]] and provide that information when you [[Ask a question|get help]]. = Firefox does not start in Safe Mode = If Firefox also crashes when you try to open it in Safe Mode, the following sections include information that can help you resolve the problem. {for win} == Running an older version of Google desktop search == [[T:crashsig]] '''GoogleDesktopMozilla.dll@0x5512''', '''GoogleDesktopMozilla.dll@0x5500''', '''GoogleDesktopMozilla.dll@0x56bc''' or '''GoogleDesktopNetwork3.dll@0x3dfb''' See [[Firefox crashes due to old Google Desktop versions]] {/for} {for mac} == Using Hulu Desktop Plugin == [[T:crashsig]] '''@ @0x8fe053f6''' Some versions of Hulu Desktop Plugin will cause Firefox to crash on startup. To correct this remove the huludesktop.webplugin file: # Open Finder and go to {filepath /Library/Internet Plug-ins/}. # Remove the file: {filepath huludesktop.webplugin} # Download a new version of [http://www.hulu.com/labs/hulu-desktop Hulu Desktop] where this issue has been fixed. <!-- http://www.hulu.com/discussions/19/60578/245717 and https://support.mozilla.com/tiki-view_forum_thread.php?comments_parentId=360747&forumId=3 and with lots of help from dveditz --> {/for} == Crashes on Tablet PCs == <!-- https://bugzilla.mozilla.org/show_bug.cgi?id=432467 --> On some Tablet PCs, Firefox will crash suddenly. This is a known bug and is fixed in Firefox 3.0.1 and later. To get the latest version, see [[Updating Firefox]]. <!-- I'm deleting this whole section. I can't find references in bugzilla or the forums to where this solution actually works and it's pretty much a hack. -- Cww == Windows compatibility mode (Windows XP) == [[Image:win-compatibilitymode.png||]]On some systems, Firefox crashes if it's not run in Windows 2000 compatibility mode. # Close Firefox by opening the {menu File} menu and choosing {menu Exit}. # Right click the icon you use to start Firefox and choose {menu Properties}. # Click on the {menu Compatibility} tab. # Select '''Run this program in compatibility mode for'''. # Choose '''Windows 2000''' in the drop down. # Click {button OK}. Now that Firefox is set to run in Windows 2000 compatibility mode, it may no longer crash.--> {for mac} == Crash when using Shapeshifter == Unsanity Shapeshifter is currently not compatible with Firefox 3; it will cause Firefox to crash on startup. You need to disable Shapeshifter until an update is available. You can contact Unsanity about this issue [http://unsanity.com/contact/ here]. {/for} {for win} == Crash when using Spector Pro == Some versions of the [http://www.spectorsoft.com/products/SpectorPro_Windows/ Spector Pro for Windows] computer monitoring program can cause Firefox 3 to crash on startup. If you use this program, try updating to the latest version or contact [http://www.spectorsoft.com/support/ SpectorSoft Support]. <!-- See http://forums.mozillazine.org/viewtopic.php?f=38&t=891225 and https://bugzilla.mozilla.org/show_bug.cgi?id=434403#c118 --> {/for} {for win} == Backdoor.Ulrbot.C <!-- See http://support.mozilla.com/tiki-view_forum_thread.php?comments_parentId=205484&forumId=3 and https://bugzilla.mozilla.org/show_bug.cgi?id=434403 --> == '''Backdoor.Ulrbot.C''' is a malicious piece of software that can infect your computer and may not be detected by your antivirus program. In addition to installing a [http://en.wikipedia.org/wiki/Backdoor_%28computing%29 backdoor] so that your computer is open to all sorts of dangerous manipulation, Backdoor.Ulrbot.C also crashes Firefox 3. The only fix is to manually delete the virus DLL file in Windows Safe Mode. Unfortunately this file has a randomly generated name and size so it may be hard to identify. The following steps detail how to find suspicious DLL files that may be causing this, verify them and remove them if necessary. ''These steps will only work if you get the '''''Mozilla Crash Reporter''''' dialog box and you have submitted a crash report to Mozilla.'' # Get the crash report. (See [[#Getting your crash report]] ) # Wait for the crash report to finish processing if necessary. If it's taking an unusually long amount of time, you may have typed in the wrong report ID. # Once you have the report open, click on the '''Modules''' tab at the top of the page. # This is a list of all the modules that are loaded with Firefox. Look for modules that have no version information (the second column is blank). If you do not see any such modules, you do not have ''Backdoor.Ulrbot.C'', please try other solutions on this page. # If you do see modules with no version information, copy their names into a search engine such as Google. If you get no or very few results, it's likely that the module is a randomly named one and likely to be malware. # If you have a file that fits this criteria, search your computer for the file(s) and write down its location. # In your working web browser, go to [http://virusscan.jotti.org/] and upload the suspected file(s) at the top and click {button Scan}. While that online scanner is not perfect, it has been able to identify Backdoor.Ulrbot.C in a majority of cases. For all files that are identified as containing Backdoor.Ulrbot.C, proceed with the following steps. If none of the suspected files contain Backdoor.Ulrbot.C, you may still want to attempt the following steps in case you have a previously-unseen variant of this virus. # Start your computer in Windows Safe Mode (not Firefox Safe Mode) by following the instructions on Microsoft website for [http://windows.microsoft.com/en-us/windows-vista/Start-your-computer-in-safe-mode Windows Vista] or [http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/boot_failsafe.mspx Windows XP]. # In safe mode, locate each of the file(s) that you identified earlier. If they were identified as containing Backdoor.Ulrbot.C, you can safely delete them. If not, rename them from {filepath xxxxx.dll} to {filepath xxxxx.dll.old} so you can rename them back if necessary. # Restart your computer in normal mode. # Start Firefox. If it starts, you have successfully identified and fixed the cause of the crash. {/for} {for win} == Other malware: viruses or spyware == In addition to the specific cases listed above a number of different viruses and spyware may crash Firefox. Ensure that your system is kept clean of spyware and viruses. For more information, see [[Is my Firefox problem a result of malware]]. {/for} == Other causes == If the specific cases listed above do not help, try [[Firefox crashes|general troubleshooting of Firefox crashes]] or [[Firefox Crashes#Getting information about your crash|get more information about your crash]] and provide that information when you [[Ask a question|get help]]. If you have changed your homepage to not be the default, you may also be experiencing a crash when loading your homepage. In that case, see [[Firefox crashes when loading certain pages]]. == Getting your crash report == # {for win} Click the Windows {button Start} button, and select {menu Run...}. Type in {filepath "<nowiki>%</nowiki>APPDATA%\Mozilla\Firefox\Crash Reports\submitted"} including the quotation marks and click {button OK}.{/for}{for mac}In the finder go to {filepath ~/Library/Application Support/Firefox/Crash Reports/submitted}.{/for}{for linux}Go to {filepath ~/.mozilla/firefox/Crash Reports/submitted}.{/for} # In the resulting folder will be a text file for each crash report you have submitted. Using the {menu View} menu, arrange them by date to find out which is the newest file; and double-click on it to open it. # Your crash ID is the part after the ''bp-''. For example, if the file contents is: <br/> {note}''Crash ID: bp-277ca492-ef87-40ea-b667-051b437f2b78''{/note} Then your crash ID is ''277ca492-ef87-40ea-b667-051b437f2b78''. # In another browser, go to '''<nowiki>http://crash-stats.mozilla.com/report/index/<your crash ID here></nowiki>''' (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''". When it is finished processing your report, the crash signature will appear under the ID. (e.g. '''nsCrasher::Crash()'''){for win} <br/> <br/> [[Image:24c48a8c02ecf64e07dba246c5405b30-1246117331-677-2.jpg]] <br/> {/for}