Compare Revisions

Learn how to troubleshoot and fix Firefox crashes, and find out how to get more help if you're having problems solving the issue.

A ''crash'' is what happens when Firefox closes or quits unexpectedly. After a crash, you should see the [[Mozilla Crash Reporter|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}'''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.{/note} If Firefox crashes at startup: #[[#w_check-to-see-if-the-crash-happens-in-safe-mode|Check to see if the crash happens in safe mode]] (see below). #Try a clean reinstall (see [[Firefox keeps crashing at startup]]). Otherwise, follow these steps in order. __TOC__ = 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 any installed [[Use plugins to play audio, video, games and more|plugins]]. {for win} ==Update Windows== Make sure you have all of the latest security and stability fixes. *Go to the {menu Start} menu, select {menu All Programs} and then {menu Windows Update}. {/for} {for mac} ==Update OS X== Make sure you have all of the latest security and stability fixes. *Go to the {menu Apple} menu and select {menu Software Update…} {/for} {for linux} ==Update Linux== Make sure you have all of the latest security and stability fixes. *Go to the {menu System} menu, down to {menu Administration} and select {menu Update Manager}. {/for} == 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). {for win} = 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: *[http://www.malwarebytes.org/products/malwarebytes_free Malwarebytes' Anti-Malware] *[http://www.superantispyware.com/portablescanner.html SuperAntispyware Portable Scanner] For more information, see [[Troubleshoot Firefox issues caused by malware]]. {/for} = 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}'''Note:''' [[Template:reset-fx]]{/note} # [[T:safemode]] # When the Firefox Safe Mode window appears, press the button {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 [[#w_get-help-fixing-this-crash|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. *Follow the steps in [[Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems]] to determine the cause. = Check your hardware = == Check your RAM for errors == If Firefox crashes repeatedly, check your RAM for errors using for instance the following tool, {for win, linux}[http://www.memtest.org/ Memtest86+]{/for}{for mac}[http://www.kelleycomputing.net:16080/rember/ Rember]{/for}. = 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 instructions below will show you how to get the crash Report IDs for your most recent submitted crash reports, so our volunteers can help you. '''If you can open Firefox, at least in Safe Mode:''' #In the Firefox address bar, type '''about:crashes''' and hit {for win,linux}{key Enter}{/for}{for mac}{key Return}{/for}. A page listing submitted crash reports (and unsubmitted crash reports, if any) will appear.<br>{for not fx64}[[Image:Fx63aboutcrashes-unsubmitted]]{/for}{for fx64}[[Image:Fx64Beta-aboutcrashes-unsubmitted]]{/for}<br> #*If you have recent, unsubmitted crash reports:{for fx64}Click the {button Submit} button for each recent unsubmitted report and then reload the about:crashes page.{/for}{for not fx64} [[Template:contextmenu]] on the latest unsubmitted crash report under '''Report ID''', choose {menu Open Link in New Tab} so that the report can be processed, then go back to the about:crashes page.{/for} #You can the copy the Report IDs (they start with '''bp-''') to your support question in the Community Support forum. {note}'''Note:''' If you can't open Firefox because it crashes at startup even in Safe Mode, use these alternative instrucitons to locate report IDs: #{for win}Click the Windows {button Start} button, and {for winxp}select {menu Run…}{/for}{for win7,win8,win10}press {key [[Image:Windows Key]]+R}{/for}. Type in {filepath "%APPDATA%\Mozilla\Firefox\Crash Reports\submitted"} (including the quotation marks) and click {button OK}.{/for}{for mac}Click the '''Finder''' icon in the dock. On the menu bar, click the {menu Go} menu, hold down the {key option} or {key alt} key and select {menu 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.{/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.{/note} == Post a Community Support forum question for help with your crashes == # '''[/en-US/questions/new/desktop/fix-problems/form?search=Firefox+crashes&step=aaq-question Click this link]''' to ask for help with your crash. {note}'''Note:''' This link is only valid for help with crashes.{/note} #*You may need to create an account or log in to your existing account during the "ask a question" process. #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. #Copy the long Report ID number you've got above for the latest crashes ('''bp-…''') and paste it into the "Details" section. #Click the green {button Automatically add} button to submit additional troubleshooting information. #Finally, click the {button Post Question} button.{note}We know that providing all this information is time consuming but it will make it much easier for our volunteers to help you.{/note} #;[[Image:Crashes AAQ]] <!-- MZ credit --> <br/> <br/> '''''Based on information from [http://kb.mozillazine.org/Firefox_crashes Firefox crashes (mozillaZine KB)]'''''