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Firefox fails to start with any version newer than 57.04, Dozens of my users are affected.

已張貼

Hi There,

We have an issue with any version of Firefox after 57.04. It affects a few dozen of our users. It appears to be specific to our environment, but we need help tracking the source of the issue. The issue in on Windows 10 and Windows 2016 operating systems.

Firefox appears to update successfully, but when we attempt to run it the process appears in task manager using 2.5mb of ram. Nothing else happens. No visible errors, and no windows open. After killing the process we can run the 57.04 installer to revert, which results in a perfectly functional Firefox.

The issue seems to be specific to our environment, but not specific to hardware platform.

We have tried many things: -Various installers and update paths/methods -Safe Mode -Removing addons prior to upgrade -Clean uninstall/install (including deleting firefox profiles) -Disable and uninstalled AV softwares. -Disabled Group Policy Objects.

Please let us know what troubleshooting steps we can take to locate the source of the problem.

Any help is appreciated!

Hi There, We have an issue with any version of Firefox after 57.04. It affects a few dozen of our users. It appears to be specific to our environment, but we need help tracking the source of the issue. The issue in on Windows 10 and Windows 2016 operating systems. Firefox appears to update successfully, but when we attempt to run it the process appears in task manager using 2.5mb of ram. Nothing else happens. No visible errors, and no windows open. After killing the process we can run the 57.04 installer to revert, which results in a perfectly functional Firefox. The issue seems to be specific to our environment, but not specific to hardware platform. We have tried many things: -Various installers and update paths/methods -Safe Mode -Removing addons prior to upgrade -Clean uninstall/install (including deleting firefox profiles) -Disable and uninstalled AV softwares. -Disabled Group Policy Objects. Please let us know what troubleshooting steps we can take to locate the source of the problem. Any help is appreciated!

額外的系統細節

已安裝的外掛程式

  • Shockwave Flash 29.0 r0

應用程式

  • Firefox 57.0.4
  • 使用者代理:Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:57.0) Gecko/20100101 Firefox/57.0
  • 技術支援網址:https://support.mozilla.org/1/firefox/57.0.4/WINNT/en-US/

擴充套件

  • LastPass: Free Password Manager 4.9.2.0 (support@lastpass.com)
  • uBlock Origin 1.16.4 (uBlock0@raymondhill.net)

JavaScript

  • incrementalGCEnabled: True

圖形

  • adapterDescription: Teradici PCoIP WDDM driver
  • adapterDescription2:
  • adapterDeviceID: 0x00b8
  • adapterDeviceID2:
  • adapterDrivers: Unknown
  • adapterDrivers2:
  • adapterRAM: 0
  • adapterRAM2:
  • adapterSubsysID: 00015853
  • adapterSubsysID2:
  • adapterVendorID: 0x1013
  • adapterVendorID2:
  • crashGuards: []
  • direct2DEnabled: False
  • direct2DEnabledMessage: [u'blockedGfxCard']
  • directWriteEnabled: True
  • directWriteVersion: 10.0.14393.1358
  • driverDate: 5-31-2016
  • driverDate2:
  • driverVersion: 15.27.14.647
  • driverVersion2:
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  • info: {u'AzureContentBackend (UI Process)': u'skia', u'AzureCanvasBackend (UI Process)': u'skia', u'ApzWheelInput': 1, u'ApzDragInput': 1, u'ApzKeyboardInput': 1, u'ApzTouchInput': 1, u'AzureFallbackCanvasBackend (UI Process)': u'cairo', u'ApzAutoscrollInput': 1, u'AzureCanvasAccelerated': 0}
  • isGPU2Active: False
  • numAcceleratedWindows: 0
  • numAcceleratedWindowsMessage: [u'blockedGfxCard']
  • numTotalWindows: 1
  • offMainThreadPaintEnabled: False
  • webgl1DriverExtensions: GL_ANGLE_depth_texture GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_pack_reverse_row_order GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object
  • webgl1Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_frag_depth EXT_shader_texture_lod EXT_texture_filter_anisotropic EXT_disjoint_timer_query OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context MOZ_WEBGL_lose_context MOZ_WEBGL_compressed_texture_s3tc MOZ_WEBGL_depth_texture
  • webgl1Renderer: Google Inc. -- ANGLE (Microsoft Basic Render Driver Direct3D11 vs_5_0 ps_5_0)
  • webgl1Version: OpenGL ES 2.0 (ANGLE 2.1.0.dec065540d5f)
  • webgl1WSIInfo: EGL_VENDOR: Google Inc. (adapter LUID: 0000000000005e3a) EGL_VERSION: 1.4 (ANGLE 2.1.0.dec065540d5f) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture_nv12 EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses
  • webgl2DriverExtensions: -
  • webgl2Extensions: -
  • webgl2Renderer: WebGL creation failed: * Refused to create WebGL2 context because of blacklist entry: FEATURE_FAILURE_UNKNOWN_DEVICE_VENDOR
  • webgl2Version: -
  • webgl2WSIInfo: -
  • windowLayerManagerRemote: True
  • windowLayerManagerType: Basic
  • windowUsingAdvancedLayers: False

修改過的偏好設定

其他

  • User JS: 否
  • 輔助功能: 否
guigs 1072 個解決方法 11697 個答案

How does Firefox 60 run in your environment?

I wonder if you meant to ask for help in the Firefox Enterprise section of the forum for specific environments? If so, I can move your question to the right category.

How does Firefox 60 run in your environment? I wonder if you meant to ask for help in the Firefox Enterprise section of the forum for specific environments? If so, I can move your question to the right category.

提出問題者

This request is for standard Firefox. The issue with Firefox 58+ is present on multiple OS and cloud platforms.

This request is for standard Firefox. The issue with Firefox 58+ is present on multiple OS and cloud platforms.

由 ionymem 於 修改

提出問題者

How can we go about troubleshooting the issue? It sits there in the background. Will not start or crash (can't find any crash logs).

How can we go about troubleshooting the issue? It sits there in the background. Will not start or crash (can't find any crash logs).

提出問題者

We just tested on a fresh Windows 10 install, no previous Firefox install on the system and have the same issue.

We just tested on a fresh Windows 10 install, no previous Firefox install on the system and have the same issue.
Djfe 0 個解決方法 11 個答案

has the firefox updater run before it went into the 2,5mb ram mode without any visible window?

has the firefox updater run before it went into the 2,5mb ram mode without any visible window?
Djfe 0 個解決方法 11 個答案

(it just reminds me of a bug that I reported some time ago; that bug only happened to me using Nightly in the past though) https://bugzilla.mozilla.org/show_bug.cgi?id=1431916

(it just reminds me of a bug that I reported some time ago; that bug only happened to me using Nightly in the past though) https://bugzilla.mozilla.org/show_bug.cgi?id=1431916
Djfe 0 個解決方法 11 個答案

Does it look like this to you? https://www.youtube.com/watch?v=KMlvBiykEH8

Does it look like this to you? https://www.youtube.com/watch?v=KMlvBiykEH8
cor-el
  • Top 10 Contributor
  • Moderator
17482 個解決方法 158010 個答案

Try to create a new profile to test 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.

You can also try a clean reinstall and make sure to delete the Firefox program folder.

Boot the computer in Windows Safe mode with network support to see if that has effect in case security software is causing problems.

Try to create a new profile to test if your current profile is causing the problem. See "Creating a profile": *https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles *http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Profile_issues 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. *http://kb.mozillazine.org/Transferring_data_to_a_new_profile_-_Firefox You can also try a clean reinstall and make sure to delete the Firefox program folder. *https://www.mozilla.org/en-US/firefox/all/ Boot the computer in Windows Safe mode with network support to see if that has effect in case security software is causing problems. *http://www.bleepingcomputer.com/tutorials/how-to-start-windows-in-safe-mode/ *http://www.7tutorials.com/4-ways-boot-safe-mode-windows-10

提出問題者

@djfe That seems like slightly different behavior, but it is similar. For ours the update proceeds normally and seems to be successful, but then when starting Firefox after the successful update the process sits in the background using 2.5mb of Ram, kind of like in that video.

@cor-el Thanks for the suggestions. As mentioned above we have attempted clean installs and new profiles, even new installs of Windows. Safe-mode is however not an option as these machines are virtual with no console access.

What can we do to determine why Firefox is stuck in the background?

Thanks for the help so far.

@djfe That seems like slightly different behavior, but it is similar. For ours the update proceeds normally and seems to be successful, but then when starting Firefox after the successful update the process sits in the background using 2.5mb of Ram, kind of like in that video. @cor-el Thanks for the suggestions. As mentioned above we have attempted clean installs and new profiles, even new installs of Windows. Safe-mode is however not an option as these machines are virtual with no console access. What can we do to determine why Firefox is stuck in the background? Thanks for the help so far.

提出問題者

Hi there,

What tools and logs can we use to determine what is stopping Firefox from completing it's startup?

Hi there, What tools and logs can we use to determine what is stopping Firefox from completing it's startup?
Djfe 0 個解決方法 11 個答案

I just found this folder: "C:\Users\username\AppData\Roaming\Mozilla\Firefox\Crash Reports" It probably contains memory dumps, that Firefox devs could take a look at.

I just found this folder: "C:\Users\username\AppData\Roaming\Mozilla\Firefox\Crash Reports" It probably contains memory dumps, that Firefox devs could take a look at.
cor-el
  • Top 10 Contributor
  • Moderator
17482 個解決方法 158010 個答案

選擇的解決方法

Can you use utilities like these? *https://docs.microsoft.com/en-us/sysinternals/downloads/process-explorer *https://docs.microsoft.com/en-us/sysinternals/downloads/procmon

提出問題者

Crash Reports folder is empty except a "InstallTime" file that has a string of a dozen numbers.

Process Explorer isn't revealing anything interesting.

Procmon captures about 3600 Firefox events before it stops. No events afterwards. Can I upload this to you here?

Crash Reports folder is empty except a "InstallTime" file that has a string of a dozen numbers. Process Explorer isn't revealing anything interesting. Procmon captures about 3600 Firefox events before it stops. No events afterwards. Can I upload this to you here?

提出問題者

procmon revealed to us that our AV wasn't uninstalling completely in our tests, and some of the configurations it made were blocking Firefox. The latest version of the Palo Alto Traps Agent fixes this known issue it has with Firefox.

Thanks for suggesting Procmon!

procmon revealed to us that our AV wasn't uninstalling completely in our tests, and some of the configurations it made were blocking Firefox. The latest version of the Palo Alto Traps Agent fixes this known issue it has with Firefox. Thanks for suggesting Procmon!