hello, could you provide your latest few submitted crash reports? please enter about:crashes into the location bar, copy the latest few report ids from there starting with bp- & paste them here into a forum reply. this will give us a better understanding what may be triggering those crashes.

Thanks so much for your help, philipp! Here are the crash reports from yesterday. bp-70cdb391-cb3c-491a-8fe3-195532170111 1/11/2017 10:09 AM bp-19b845d7-7b73-4518-91c5-673c62170111 1/11/2017 10:09 AM bp-d4756c80-d44a-4ae3-af47-2d26c2170111 1/11/2017 10:09 AM bp-b07774ce-d162-4276-9775-f4fdd2170111 1/11/2017 9:51 AM bp-400561ea-c1b0-407f-b294-193752170111 1/10/2017 11:32 PM bp-5f7e8806-dca3-4d2b-8007-f8a232170111 1/10/2017 11:09 PM bp-c5489731-0558-4620-aeeb-459c82170111 1/10/2017 10:29 PM bp-135737cf-a0ba-4f56-9ac5-7b9af2170111 1/10/2017 9:47 PM bp-a9b3f035-a1c5-4817-a034-0a8072170111 1/10/2017 9:34 PM bp-1c983ae1-2884-4cf2-a238-7e0722170111 1/10/2017 9:20 PM bp-0bc8ef26-979d-4493-b512-1e55c2170111 1/10/2017 9:11 PM bp-21394bc5-3d95-4937-97b8-cbff92170111 1/10/2017 9:08 PM bp-849a7e3e-5ad3-4b92-873a-092932170111 1/10/2017 7:51 PM bp-71be8661-079f-4bbb-b5b0-df6912170111 1/10/2017 7:44 PM bp-398f6e8b-04bc-4e90-950d-b9fab2170111 1/10/2017 7:40 PM

thank you, there are some upcoming improvements in firefox 51 that might fix those crashes - you could try it in beta right now: https://www.mozilla.org/firefox/channel/#beta

Ok, just because I'm tech-challenged I have to ask...upgrading to firefox 51 won't mess up any of my other sites, will it? I'm always hesitant to mess with my computer since I personally can't fix anything!

no, it will keep all your user data and all sites should still work the same after switching to beta. however if you feel cautious using it, it may not be good to switch to a pre-release version like beta after all - it normally receives 2 updates per week compared to the six-week update cycle of firefox release. on january 24th firefox 51 would be generally released (if you can still wait for two weeks).

I'll consider your advice and think about upgrading. Not sure I want to take the chance since the general release of firefox 51 is only 2 weeks away.

I appreciate the help you've given me. Enjoy your day!

Hi! I upgraded to firefox 51 today but my issue with using Facebook hasn't been resolve. Facebook doesn't crash anymore, however, the screen locks up when I scroll down. Can you please help me?

Thanks- Margie

thanks for keeping us posted - can you please try it with the windows 64-bit build of firefox: https://www.mozilla.org/en-US/firefox/all/

I downloaded windows 64-bit without any change. Facebook is still locking up.

It's made everything worse...all sites are locking up now.

Everything was running very slowly so I uninstalled windows 64-bit.

what does "locking up" mean exactly - does the firefox window show "not responding" at the top, can you still switch between tabs or do you have to kill the whole application to get it working again?

could you also go to the firefox menu ≡ > help ? > troubleshooting information, copy the contents of that page and paste them here into a reply on the forum? this might give us a clue what is going on...

Yes, the window was showing "not responding", switching between tabs at times was excruciatingly slow and, at times, I had to shut down Firefox to get it working again. Also, when I first opened Facebook, I could scroll down a little but then the page stopped loading (i.e. "locking up" in my non-technical lingo).

When I go to the firefox menu/help/troubleshooting information page, there is a whole lot of info there. Do you want me to copy the whole thing or just the crash reports?

I have to hand it to you, Philipp, for your never ending patience. You've been very kind to help me, even though it must be somewhat frustrating for you.

yes, the content of the whole page would be interesting - you can just click on the button that says copy text to clipboard and then paste it here into an answer... thanks :))

Ok, here's the info...

Application Basics

Name: Firefox Version: 51.0 Build ID: 20170118123726 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 6.3; WOW64; rv:51.0) Gecko/20100101 Firefox/51.0 OS: Windows_NT 6.3 Multiprocess Windows: 2/2 (Enabled by default) Safe Mode: false

Crash Reports for the Last 3 Days

All Crash Reports (including 2 pending crashes in the given time range)

Extensions

Name: Application Update Service Helper Version: 1.0 Enabled: true ID: aushelper@mozilla.org

Name: Kaspersky Protection Version: 5.0.141-4-20161031140250 Enabled: true ID: light_plugin_F6F079488B53499DB99380A7E11A93F6@kaspersky.com

Name: Multi-process staged rollout Version: 1.7 Enabled: true ID: e10srollout@mozilla.org

Name: Pin It button Version: 1.37.9 Enabled: true ID: jid1-YcMV6ngYmQRA2w@jetpack

Name: Pocket Version: 1.0.5 Enabled: true ID: firefox@getpocket.com

Name: Web Compat Version: 1.0 Enabled: true ID: webcompat@mozilla.org

Graphics

Features Compositing: Direct3D 11 Asynchronous Pan/Zoom: wheel input enabled WebGL Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics 4600 Direct3D11 vs_5_0 ps_5_0) WebGL2 Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics 4600 Direct3D11 vs_5_0 ps_5_0) Hardware H264 Decoding: Yes; Using D3D11 API Audio Backend: wasapi Direct2D: true DirectWrite: true (6.3.9600.18468) GPU #1 Active: Yes Description: Intel(R) HD Graphics 4600 Vendor ID: 0x8086 Device ID: 0x0412 Driver Version: 10.18.10.3621 Driver Date: 5-17-2014 Drivers: igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32 Subsys ID: 2b1b103c RAM: Unknown

Diagnostics AzureCanvasAccelerated: 0 AzureCanvasBackend: direct2d 1.1 AzureContentBackend: direct2d 1.1 AzureFallbackCanvasBackend: cairo Decision Log D3D9_COMPOSITING: disabled by default: Disabled by default

Important Modified Preferences

accessibility.typeaheadfind.flashBar: 0 browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.hashstats_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.frecency_experiment: 3 browser.download.importedFromSqlite: true browser.places.smartBookmarksVersion: 8 browser.sessionstore.upgradeBackup.latestBuildID: 20170118123726 browser.startup.homepage_override.buildID: 20170118123726 browser.startup.homepage_override.mstone: 51.0 browser.tabs.remote.autostart.2: true browser.urlbar.daysBeforeHidingSuggestionsPrompt: 0 browser.urlbar.lastSuggestionsPromptDate: 20160908 dom.apps.lastUpdate.buildID: 20161019084923 dom.apps.lastUpdate.mstone: 49.0.2 dom.apps.reset-permissions: true extensions.lastAppVersion: 51.0 gfx.crash-guard.d3d11layers.appVersion: 51.0 gfx.crash-guard.d3d11layers.deviceID: 0x0412 gfx.crash-guard.d3d11layers.driverVersion: 10.18.10.3621 gfx.crash-guard.d3d11layers.feature-d2d: true gfx.crash-guard.d3d11layers.feature-d3d11: true gfx.crash-guard.status.: 2 gfx.crash-guard.status.d3d11layers: 2 gfx.crash-guard.status.d3d11video: 2 media.benchmark.vp9.fps: 151 media.benchmark.vp9.versioncheck: 1 media.gmp-manager.buildID: 20170118123726 media.gmp-manager.lastCheck: 1485282593 media.gmp.storage.version.observed: 1 media.hardware-video-decoding.failed: false media.webrtc.debug.log_file: C:\Users\Margie\AppData\Local\Temp\WebRTC.log network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.database.lastMaintenance: 1485220917 places.history.expiration.transient_current_max_pages: 150411 plugin.disable_full_page_plugin_for_types: application/pdf plugin.importedState: true print.printer_HP_Photosmart_7760_series.print_bgcolor: false print.printer_HP_Photosmart_7760_series.print_bgimages: false print.printer_HP_Photosmart_7760_series.print_duplex: -437918235 print.printer_HP_Photosmart_7760_series.print_edge_bottom: 0 print.printer_HP_Photosmart_7760_series.print_edge_left: 0 print.printer_HP_Photosmart_7760_series.print_edge_right: 0 print.printer_HP_Photosmart_7760_series.print_edge_top: 0 print.printer_HP_Photosmart_7760_series.print_evenpages: true print.printer_HP_Photosmart_7760_series.print_footercenter: print.printer_HP_Photosmart_7760_series.print_footerleft: &PT print.printer_HP_Photosmart_7760_series.print_footerright: &D print.printer_HP_Photosmart_7760_series.print_headercenter: print.printer_HP_Photosmart_7760_series.print_headerleft: &T print.printer_HP_Photosmart_7760_series.print_headerright: &U print.printer_HP_Photosmart_7760_series.print_in_color: true print.printer_HP_Photosmart_7760_series.print_margin_bottom: 0.5 print.printer_HP_Photosmart_7760_series.print_margin_left: 0.5 print.printer_HP_Photosmart_7760_series.print_margin_right: 0.5 print.printer_HP_Photosmart_7760_series.print_margin_top: 0.5 print.printer_HP_Photosmart_7760_series.print_oddpages: true print.printer_HP_Photosmart_7760_series.print_orientation: 0 print.printer_HP_Photosmart_7760_series.print_page_delay: 50 print.printer_HP_Photosmart_7760_series.print_paper_data: 1 print.printer_HP_Photosmart_7760_series.print_paper_height: -1.00 print.printer_HP_Photosmart_7760_series.print_paper_name: print.printer_HP_Photosmart_7760_series.print_paper_size_unit: 0 print.printer_HP_Photosmart_7760_series.print_paper_width: -1.00 print.printer_HP_Photosmart_7760_series.print_resolution: 600 print.printer_HP_Photosmart_7760_series.print_reversed: false print.printer_HP_Photosmart_7760_series.print_scaling: 1.00 print.printer_HP_Photosmart_7760_series.print_shrink_to_fit: true print.printer_HP_Photosmart_7760_series.print_to_file: false print.printer_HP_Photosmart_7760_series.print_unwriteable_margin_bottom: 0 print.printer_HP_Photosmart_7760_series.print_unwriteable_margin_left: 0 print.printer_HP_Photosmart_7760_series.print_unwriteable_margin_right: 0 print.printer_HP_Photosmart_7760_series.print_unwriteable_margin_top: 0 privacy.cpd.cookies: false privacy.cpd.downloads: false privacy.cpd.formdata: false privacy.cpd.history: false privacy.cpd.sessions: false privacy.donottrackheader.enabled: true privacy.sanitize.timeSpan: 0 security.sandbox.content.tempDirSuffix: {4c22c774-ec93-49d2-8f11-bbc8003f0e59} storage.vacuum.last.index: 1 storage.vacuum.last.places.sqlite: 1483649196 ui.osk.debug.keyboardDisplayReason: IKPOS: Touch screen not found.

Important Locked Preferences

Places Database

JavaScript

Incremental GC: true

Accessibility

Activated: false Prevent Accessibility: 0

Library Versions

NSPR Expected minimum version: 4.13.1 Version in use: 4.13.1

NSS Expected minimum version: 3.28.1 Version in use: 3.28.1

NSSSMIME Expected minimum version: 3.28.1 Version in use: 3.28.1

NSSSSL Expected minimum version: 3.28.1 Version in use: 3.28.1

NSSUTIL Expected minimum version: 3.28.1 Version in use: 3.28.1

Experimental Features

Sandbox

Content Process Sandbox Level: 1

thanks, so updating your graphics driver from https://downloadcenter.intel.com/download/25978/Intel-Graphics-Driver-for-Windows-7-8-1-15-36-?product=81496 & installing an adblocking addon would be a suggestion to speed things up: https://addons.mozilla.org/firefox/addon/ublock-origin/ (otherwise i don't see any obvious settings in your configuration that would make things go wrong)

I'll do as you suggest and update the graphics driver and install the adblocking addon. Do you know which of the graphics drivers I should select? I'm thinking the one for Windows 8.1 32-bit, right?

I'll also contact Kaspersky to see if they have any idea why this issue is occurring. After Googling my problem, it seems that others who have the same issue believe it has something to do with Kaspersky (although I didn't find any solutions proposed by Kaspersky).

you'll need to go for Windows 8.1, 64-bit - this one matches the specs of your operating system.

Ok. Doing this won't mess up anything else on my computer, will it?