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I have reached a dead end with Mozilla online community support : DOES MOZILLA HAVE ANY RECOMMENDED TECHNICIANS HERE IN LONDON UK WHO could help?

  • 7 பதிலளிப்புகள்
  • 1 இந்த பிரச்சனை உள்ளது
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  • Last reply by iantwebb

We have tried pretty much everything from the FAQ solutions for me to get Firefox working again, but the support community helpers cannot get to the bottom of why Firefox keeps crashing while starting ie before it has opened. After 10 years I don't want to give up on my favorite browser. It now probably needs an expert who can actually work on my laptop perhaps to find if there is a corrupted Windows file or some other interfering software. Note that other browsers Chrome and IE are working fine on the same laptop and OS. just FYI here's the recurring error message: Problem signature:

FIREFOX CRASHES ON STARTUP:
Problem Event Name:	APPCRASH
 Application Name:	firefox.exe
 Application Version:	41.0.1.5750
 Application Timestamp:	560b22a1
 Fault Module Name:	StackHash_0a9e
 Fault Module Version:	0.0.0.0
 Fault Module Timestamp:	00000000
 Exception Code:	80000003
 Exception Offset:	00170778
 OS Version:	6.1.7601.2.1.0.768.3
 Locale ID:	2057
 Additional Information 1:	0a9e
 Additional Information 2:	0a9e372d3b4ad19135b953a78882e789
 Additional Information 3:	0a9e
 Additional Information 4:	0a9e372d3b4ad19135b953a78882e789
We have tried pretty much everything from the FAQ solutions for me to get Firefox working again, but the support community helpers cannot get to the bottom of why Firefox keeps crashing while starting ie before it has opened. After 10 years I don't want to give up on my favorite browser. It now probably needs an expert who can actually work on my laptop perhaps to find if there is a corrupted Windows file or some other interfering software. Note that other browsers Chrome and IE are working fine on the same laptop and OS. just FYI here's the recurring error message: Problem signature: FIREFOX CRASHES ON STARTUP: Problem Event Name: APPCRASH Application Name: firefox.exe Application Version: 41.0.1.5750 Application Timestamp: 560b22a1 Fault Module Name: StackHash_0a9e Fault Module Version: 0.0.0.0 Fault Module Timestamp: 00000000 Exception Code: 80000003 Exception Offset: 00170778 OS Version: 6.1.7601.2.1.0.768.3 Locale ID: 2057 Additional Information 1: 0a9e Additional Information 2: 0a9e372d3b4ad19135b953a78882e789 Additional Information 3: 0a9e Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

All Replies (7)

Sorry about this issue.

Currently, Mozilla only provides online community support from our collection of dedicated volunteers. If you would like to consult with a local computer technician, you may do so at your own cost. The volunteers of Mozilla are not permitted to endorse or recommend technicians to you.

Sorry for any inconvenience caused by the issue and sorry that the support volunteers have been unable to solve the issue. We hope that you will get the issue resolved and be able to use your favourite browser once again.

4th thread you have started about your problem with Firefox. Without Firefox crash reports we are very limited as to the support we can provide. Any luck with Windows support as Jefferson suggested a year ago?

https://support.mozilla.org/en-US/questions/1024033 - 10/6/14 problem with both Firefox and IE at that time - advised to post on a Windows support forum https://support.mozilla.org/en-US/questions/1087085 - 10/4/15 https://support.mozilla.org/en-US/questions/1087583 - 10/7/15

Thanks for the suggestion. Windows did solve that problem. It took 4 days, 2 "escalations", several sessions of remote control of my laptop, removing lots of non-windows software, and about 15 hours of my time. I would have to brace myself to go down that road again. That's why I'd rather just find a local techie whom I could pay to do it. Luckily IE and Chrome are both working fine this time.

Since you mentioned running both Norton and Webroot in another thread, could you check this post about Webroot settings to see whether it makes any difference: https://support.mozilla.org/questions/1087713#answer-791961

NEW INFORMATION: Firefox working in Windows Safe Mode I did a Windows recovery to a set point about 6 days ago. Since then I have been able to install and launch Firefox 40 in Windows Safe Mode with Internet access. It functions normally and even after closing and reopening or rebooting into Safe Mode. However as soon as I reboot into normal Windows the problem recurs. Is there anything we can learn from this. Could the problem be connected with the Norton Toolbar extension (which is now automatically disabled)?

Microsoft has more information on what Windows Safe Mode does and diagnostic tools you might use: http://windows.microsoft.com/en-us/windows/start-computer-safe-mode

I went to local technician who ran lots of antimalware and spyware programs. Firefox worked a few times, then problem recurred.

Finally I uninstalled WebrootSecure Anywhere (which had used alongside Firefox and Norton for about ten years till now). The removal of this softeware seems to have worked. I thought you might be interested. I have sent a report to Webroot tech support for their feedback.