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Firefox crashes

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I am able to open firefox and access websites, but I am not able to access a university website that I have always accessed. This started yesterday and I still cannot access it. Firefox crashes every time I go to the university site. I contacted the University tech support and they said to contact you about it.

All Replies (12)

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If you have submitted crash reports then please post the IDs of one or more recent crash reports that have a "bp-" prefix:

  • bp-xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx

You can find the Report ID of recent crash reports on the "Help > Troubleshooting Information" page (about:support).

  • Click the "All Crash Reports" button on this page to open the about:crashes page and see all crash reports.

If necessary then you can open about: pages via the location/address bar.

See:


You can try these steps in case of issues with web pages:

You can reload web page(s) and bypass the cache to refresh possibly outdated or corrupted files.

  • Hold down the Shift key and left-click the Reload button
  • Press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux)
  • Press "Command + Shift + R" (Mac)

Clear the cache and remove cookies only from websites that cause problems.

"Clear the Cache":

  • Firefox/Tools > Options > Advanced > Network > Cached Web Content: "Clear Now"

"Remove Cookies" from sites causing problems:

  • Firefox/Tools > Options > Privacy > "Use custom settings for history" > Cookies: "Show Cookies"

Start Firefox in Safe Mode to check if one of the extensions (Firefox/Tools > Add-ons > Extensions) or if hardware acceleration is causing the problem.

  • Switch to the DEFAULT theme: Firefox/Tools > Add-ons > Appearance
  • Do NOT click the Reset button on the Safe Mode start window
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bp-17c02dee-1887-4161-a8e0-3353f2150621

bp-69523bfb-8f47-40f2-8c28-0d18e2150621

bp-5522567c-0624-49d3-ba9c-f41292150620

AEF30248-79CE-4DFA-AAE2-682FF3E234D4

bp-88ba1712-5c58-4bd8-a5ce-a4c872150620

C3944C5F-BC9F-4C80-B7B6-05E3FD2C53B0

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Mozilla Crash report

AdapterDeviceID: 0x6741 AdapterVendorID: 0x1002 Add-ons: web2pdfextension%40web2pdf.adobedotcom:2.0,%7Be4a8a97b-f2ed-450b-b12d-ee082ba24781%7D:3.2,%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:38.0.5 BuildID: 20150525141253 CrashTime: 1434920390 EMCheckCompatibility: true FramePoisonBase: 7ffffffff0dea000 FramePoisonSize: 4096 InstallTime: 1433284832 Notes: AdapterVendorID: 0x1002, AdapterDeviceID: 0x6741GL Layers? GL Context? GL Context+ GL Layers+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SecondsSinceLastCrash: 1251 StartupTime: 1434920345 Theme: classic/1.0 Throttleable: 1 URL: https://kucampus.kaplan.edu/Personalize/Home Vendor: Mozilla Version: 38.0.5 useragent_locale: en-US

This report also contains technical information about the state of the application when it crashed.

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Does this only happen if you go to a website via a secure HTTPS connection?


Try to rename the cert8.db file (cert8.db.old) and delete the cert_override.txt file in the Firefox profile folder to remove intermediate certificates and exceptions that Firefox has stored.

If that has helped to solve the problem then you can remove the renamed cert8.db.old file. Otherwise you can rename (or copy) the cert8.db.old file to cert8.db to restore the previously stored intermediate certificates. Firefox will automatically store intermediate certificates when you visit websites that send such a certificate.

If that didn't help then remove or rename secmod.db (secmod.db.old) as well.

You can use this button to go to the currently used Firefox profile folder:


Try to disable IPv6 (check for other possible causes as well).

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it only happens with that website.... https://kucampus.kaplan.edu/Personalize/Home

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and I am a little slow when it comes to the technical stuff.....how do I rename or find a cert file? Thanks

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You can use this button to go to the currently used Firefox profile folder:

In Mac OS X v10.7 and later, the ~/Library folder is a hidden folder.

  • /Users/<user>/Library/Application Support/Firefox/Profiles/<profile>/
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I renamed the cert8 file.... but, now I can't find the cert_override.txt file...

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That is OK. The cert_override.txt file is only there if it got created when you made an exception.

Did deleting this file had any effect?

If not then you can undo the rename and change the name back to cert8.db.

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no change, still crashes

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Try to create a new profile as a test to check if your current profile is causing the problem.

See "Creating a profile":

If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems.

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ok, just created a new profile...and tried opening it again...and still crashed