Hello,

Please see the two support articles below which contain tips to help solve your problem.

Firefox won't start - find solutions

Troubleshoot Firefox crashes (closing or quitting unexpectedly)

I hope this helps. Let me know if not.

eddyc thanks for your reply, but I had already seen these links and found nothing that was exactly my problem. In my case, I deleted all the folders Firefox installation (in Program Files and AppData), reinstalled and still not working.

Hello,

Ok I suggest you try a Firefox Reset. That will return Firefox to its default state. Your bookmarks and history will be saved but you will need to reinstall your add-ons.

Refresh Firefox - reset add-ons and settings

Let me know if that solves it.

But I can't do an action on Firefox menus because the window of browser don't open. When I click on Firefox's icon it open only crash report.

Can you start Firefox in Safe Mode?

Use Troubleshoot Mode in Firefox

You can open Firefox directly into Safe Mode by holding the Shift key as you click on the Firefox button.

No, because it is possible only if Firefox starts.

Hello,

So you get the same crash even when you hold shift when opening Firefox?

Could you try starting Windows in Safe Mode (hold the F8 key as windows starts up). Does Firefox start ok then?

Also could you confirm that you have done the following recommended tips from the Support articles?

• Update all plugins
• Windows Update (check all security fixes etc are installed)
• Check that all drivers are updated
• Check that AntiVirus software is updated
• Do a complete antivirus scan
• Check RAM for errors with memtest

See below for free malware scanners that work alongside your existing antivirus software. Scan with at least Malwarebytes and Hitman Pro.

• Microsoft Safety Scanner
• MalwareBytes' Anti-Malware
• TDSSKiller - AntiRootkit Utility
• Hitman Pro
• ESET Online Scanner

I hope that helps. Let me know if not.

Also are you using Bitguard? We have seen a number of cases where the software is causing Firefox to crash, both during normal use and at startup.

See here for more:

Uninstall BitGuard to fix crashes with Firefox

OK, thanks for reply again. I will try this as soon as possible, for now I'm using my laptop on university. When go to home I will try these tips.

Best regards, Harison

On safe mode it works now ! If I click to open firefox while hold on SHIFT it starts in safe mode. I'm keeping trying resolve my problem to use firefox without safe mode.

Thanks.

Ok that is good!

If it works in Safe Mode then it means that you have an add-on or setting that is causing the crashes.

The simplest thing would be to do a Firefox Reset from Safe Mode. Start in Safe Mode and then follow the instructions here:

Refresh Firefox - reset add-ons and settings

This will return Firefox to default settings and should fix the issue.

Alternatively you can try to diagnose the problem. While in Safe Mode go into the Add-ons menu and disable all of the add-ons:

Disable or remove Add-ons

Also turn off hardware acceleration:

Upgrade your graphics drivers to use hardware acceleration and WebGL

Then restart Firefox in normal mode and see if it boots up without crashing. If it does then you can start to reenable the add-ons one by one to try to find the culprit.

Thank you so much. Reset doesn't work, but when I disabled hardware acceleration firefox work fine. As I've imagined, my problem is on new video card.

Great! Well done for diagnosing the issue. I'm glad you found it. Thanks for using Firefox. :)