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Firefox crashes

Kuphostiwe

computer crashes only when operating in firefox but no reports are created. Fierfox has been reset and computer defaults have been reset. Computer is only 2 weeks old so all software is up to date. We are using windows 7 pro. Can open browser and it seems to be working then it suddenly crashes. It also crashed when looking in downloads and pulling up file location. Why is there no support from Mozilla?

computer crashes only when operating in firefox but no reports are created. Fierfox has been reset and computer defaults have been reset. Computer is only 2 weeks old so all software is up to date. We are using windows 7 pro. Can open browser and it seems to be working then it suddenly crashes. It also crashed when looking in downloads and pulling up file location. Why is there no support from Mozilla?

Eminye Imininingwane Yohlelo

Fakela amapulagi

  • Adobe PDF Plug-In For Firefox and Netscape 11.0.07
  • A plugin to detect whether the Adobe Application Manager is installed on this machine.
  • The plugin allows you to have a better experience with Microsoft Lync
  • 5.1.30214.0
  • The plugin allows you to have a better experience with Microsoft SharePoint
  • Provides secure and convenient logon to Web sites
  • Intel web components for Intel® Identity Protection Technology
  • Intel web components updater - Installs and updates the Intel web components

Isisebenziso

  • Firefox 30.0
  • Umsebenzisi oyi-ejenti: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:30.0) Gecko/20100101 Firefox/30.0
  • I-URL Yokweseka: https://support.mozilla.org/1/firefox/30.0/WINNT/en-US/

Izandiso

  • Troubleshooter 1.1a (troubleshooter@mozilla.org)
  • Adobe Acrobat - Create PDF 2.0 (web2pdfextension@web2pdf.adobedotcom) (Akusebenzi)
  • HP Client Security Manager 1.0.0.5705 (dpmaxz_ng@jetpack) (Akusebenzi)
  • McAfee Security Scan Plus 1.0 ({e4f94d1e-2f53-401e-8885-681602c0ddd8}) (Akusebenzi)
  • Total Defense Anti-Phishing Toolbar 2.2.0.152 (caaphishtoolbar@ca.com) (Akusebenzi)

I-Javascript

  • incrementalGCEnabled: True

Imidwebo

  • adapterDescription: Intel(R) HD Graphics 4600
  • adapterDescription2:
  • adapterDeviceID: 0x0412
  • adapterDeviceID2:
  • adapterDrivers: igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32
  • adapterDrivers2:
  • adapterRAM: Unknown
  • adapterRAM2:
  • adapterVendorID: 0x8086
  • adapterVendorID2:
  • direct2DEnabled: True
  • directWriteEnabled: True
  • directWriteVersion: 6.2.9200.16492
  • driverDate: 6-3-2013
  • driverDate2:
  • driverVersion: 9.18.10.3204
  • driverVersion2:
  • info: {u'AzureCanvasBackend': u'direct2d', u'AzureFallbackCanvasBackend': u'cairo', u'AzureContentBackend': u'direct2d', u'AzureSkiaAccelerated': 0}
  • isGPU2Active: False
  • numAcceleratedWindows: 1
  • numTotalWindows: 1
  • webglRenderer: Google Inc. -- ANGLE (Intel(R) HD Graphics 4600 Direct3D9Ex vs_3_0 ps_3_0)
  • windowLayerManagerRemote: False
  • windowLayerManagerType: Direct3D 10

Okuthandwayo Okulungisiwe

  • browser.cache.disk.capacity: 358400
  • browser.cache.disk.smart_size.first_run: False
  • browser.cache.disk.smart_size.use_old_max: False
  • browser.cache.disk.smart_size_cached_value: 358400
  • browser.places.smartBookmarksVersion: 7
  • browser.sessionstore.upgradeBackup.latestBuildID: 20140605174243
  • browser.startup.homepage_override.buildID: 20140605174243
  • browser.startup.homepage_override.mstone: 30.0
  • extensions.lastAppVersion: 30.0
  • gfx.direct3d.last_used_feature_level_idx: 0
  • network.cookie.prefsMigrated: True
  • places.history.expiration.transient_current_max_pages: 104858
  • plugin.disable_full_page_plugin_for_types: application/pdf
  • plugin.importedState: True
  • privacy.sanitize.migrateFx3Prefs: True

Misc

  • Umsebenzisi JS: Cha
  • Ukufinyeleleka: Cha
Akhil James 0 izisombululo 3 izimpendulo
Kuphostiwe
The answer to the question can be found here https://support.mozilla.org/en-US/kb/firefox-crashes-troubleshoot-prevent-and-get-help

Umnikazi wombuzo

the answer wasn't there. installed malware scan. No malware. reset firefox. Software is all new. antivirus is new. what is problem?

the answer wasn't there. installed malware scan. No malware. reset firefox. Software is all new. antivirus is new. what is problem?
cor-el
  • Top 10 Contributor
  • Moderator
17470 izisombululo 157890 izimpendulo
Kuphostiwe

You can try to disable hardware acceleration in Firefox.

  • Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"

You need close and restart Firefox after toggling this setting.

Did you do malware scans?

You can try to disable hardware acceleration in Firefox. *Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available" You need close and restart Firefox after toggling this setting. *https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes Did you do malware scans?

Umnikazi wombuzo

I did malware scan. Nothing. There was also no crash report generated. I disabled hardware accelerator. Let's see if it works. Crashes are pretty random. Also the computer seems to be running slow after last crash. It's brand new and has been pretty fast since we got it a couple weeks ago. Everything was fine until it started crashing. We have Total Defense anti virus. I was told its better than Norton.

I did malware scan. Nothing. There was also no crash report generated. I disabled hardware accelerator. Let's see if it works. Crashes are pretty random. Also the computer seems to be running slow after last crash. It's brand new and has been pretty fast since we got it a couple weeks ago. Everything was fine until it started crashing. We have Total Defense anti virus. I was told its better than Norton.
user669794 59 izisombululo 672 izimpendulo
Kuphostiwe

Hello,

Try Firefox Safe Mode to see if the problem goes away. Firefox Safe Mode is a troubleshooting mode that turns off some settings, disables most add-ons (extensions and themes).

If Firefox is open, you can restart in Firefox Safe Mode from the Help menu:

  • In Firefox 29.0 and above, click the menu button New Fx Menu , click Help Help-29 and select Restart with Add-ons Disabled.
  • In previous Firefox versions, click on the Firefox button at the top left of the Firefox window and click on Help (or click on Help in the Menu bar, if you don't have a Firefox button) then click on Restart with Add-ons Disabled.

If Firefox is not running, you can start Firefox in Safe Mode as follows:

  • On Windows: Hold the Shift key when you open the Firefox desktop or Start menu shortcut.
  • On Mac: Hold the option key while starting Firefox.
  • On Linux: Quit Firefox, go to your Terminal and run firefox -safe-mode
    (you may need to specify the Firefox installation path e.g. /usr/lib/firefox)

When the Firefox Safe Mode window appears, select "Start in Safe Mode".
Safe Mode Fx 15 - Win

If the issue is not present in Firefox Safe Mode, your problem is probably caused by an extension, and you need to figure out which one. Please follow the Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems article to find the cause.

To exit Firefox Safe Mode, just close Firefox and wait a few seconds before opening Firefox for normal use again.

When you figure out what's causing your issues, please let us know. It might help others with the same problem.

Hello, '''Try Firefox Safe Mode''' to see if the problem goes away. [[Troubleshoot Firefox issues using Safe Mode|Firefox Safe Mode]] is a troubleshooting mode that turns off some settings, disables most add-ons (extensions and themes). If Firefox is open, you can restart in Firefox Safe Mode from the Help menu: *In Firefox 29.0 and above, click the menu button [[Image:New Fx Menu]], click Help [[Image:Help-29]] and select ''Restart with Add-ons Disabled''. *In previous Firefox versions, click on the Firefox button at the top left of the Firefox window and click on ''Help'' (or click on ''Help'' in the Menu bar, if you don't have a Firefox button) then click on ''Restart with Add-ons Disabled''. If Firefox is not running, you can start Firefox in Safe Mode as follows: * On Windows: Hold the '''Shift''' key when you open the Firefox desktop or Start menu shortcut. * On Mac: Hold the '''option''' key while starting Firefox. * On Linux: Quit Firefox, go to your Terminal and run ''firefox -safe-mode'' <br>(you may need to specify the Firefox installation path e.g. /usr/lib/firefox) When the Firefox Safe Mode window appears, select "Start in Safe Mode".<br> [[Image:Safe Mode Fx 15 - Win]] '''''If the issue is not present in Firefox Safe Mode''''', your problem is probably caused by an extension, and you need to figure out which one. Please follow the [[Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems]] article to find the cause. ''To exit Firefox Safe Mode, just close Firefox and wait a few seconds before opening Firefox for normal use again.'' When you figure out what's causing your issues, please let us know. It might help others with the same problem.

Umnikazi wombuzo

Hi. Problem went away for a while then came back today. All tabs were lost. I went to restore menu where there are dates from previous days and pressed yesterdays. It advised that this would replace current bookmarks. Since there were none none to loose right? Nothing came up and it erased bookmark folders that I had saved as well so I wouldn't loose record of tabs. What's wrong with your program? And why is there no help. This crashing is costing money. Is there some actual technical assistance for your browser?

Hi. Problem went away for a while then came back today. All tabs were lost. I went to restore menu where there are dates from previous days and pressed yesterdays. It advised that this would replace current bookmarks. Since there were none none to loose right? Nothing came up and it erased bookmark folders that I had saved as well so I wouldn't loose record of tabs. What's wrong with your program? And why is there no help. This crashing is costing money. Is there some actual technical assistance for your browser?
user669794 59 izisombululo 672 izimpendulo
Kuphostiwe

We're sorry to hear that Firefox is crashing. In order to assist you better, please follow the steps below to provide us crash IDs to help us learn more about your crash.

  1. Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
  2. Copy the 5 most recent Report IDs that start with bp- and then go back to your forum question and paste that into the "Post a Reply" box.

aboutcrashesFx29

Thank you for your help!

More information and further troubleshooting steps can be found in the Firefox crashes - Troubleshoot, prevent and get help fixing crashes article.

We're sorry to hear that Firefox is crashing. In order to assist you better, please follow the steps below to provide us crash IDs to help us learn more about your crash. #Enter ''about:crashes'' in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below. #Copy the '''5''' most recent Report IDs that start with '''bp-''' and then go back to your forum question and paste that into the "Post a Reply" box. [[Image:aboutcrashesFx29|width=520]] <br><br> Thank you for your help! More information and further troubleshooting steps can be found in the [[Firefox crashes - Troubleshoot, prevent and get help fixing crashes]] article.

Umnikazi wombuzo

There are no crash reports for today. these are the only things in report

66d41a63-435f-4817-9921-712fccbfa243 7/13/2014 10:08 PM bp-e05625b6-5cf9-4022-ae91-cf8d02140628 6/28/2014 12:32 PM

There are no crash reports for today. these are the only things in report 66d41a63-435f-4817-9921-712fccbfa243 7/13/2014 10:08 PM bp-e05625b6-5cf9-4022-ae91-cf8d02140628 6/28/2014 12:32 PM

Umnikazi wombuzo

bp-e01960e5-962b-4c1b-a8c6-0552c2140715 7/13/2014 10:08 PM bp-e05625b6-5cf9-4022-ae91-cf8d02140628 6/28/2014 12:32 PM

I checked back and first one changed

bp-e01960e5-962b-4c1b-a8c6-0552c2140715 7/13/2014 10:08 PM bp-e05625b6-5cf9-4022-ae91-cf8d02140628 6/28/2014 12:32 PM I checked back and first one changed
Moses
  • Moderator
459 izisombululo 3607 izimpendulo
Kuphostiwe

One of your crash reports show that your crash is caused by Flash.

Two things you can try


Try disabling Hardware Acceleration.

  1. Go to this Adobe Flash Player Help page.
  2. Right-click on the Flash Player logo on that page.
  3. Click on Settings in the context menu. The Adobe Flash Player Settings screen will open.
  4. Click on the icon at the bottom-left of the Adobe Flash Player Settings window to open the Display panel.

    fpSettings1.PNG
  5. Remove the check mark from Enable hardware acceleration.
  6. Click Close to close the Adobe Flash Player Settings Window.
  7. Restart Firefox.

This Flash Player Help - Display Settings page has more information on Flash Player hardware acceleration, if you're interested.


Try to disable Protected Mode in Flash 11.3 and above by adding the line ProtectedMode=0 to the Flash "mms.cfg" file located in one of these locations: [46]

   (Windows 32bit) C:\Windows\System32\Macromed\Flash 
   (Windows 64bit) C:\Windows\SysWOW64\Macromed\Flash 

For example, on a Windows 7 64-bit system, open the C:\Windows\SysWOW64\Macromed\Flash folder, copy the file "mms.cfg" to the desktop, open it in Notepad, add a new line ProtectedMode=0 and then close Notepad, saving your changes. Next, go back to the C:\Windows\SysWOW64\Macromed\Flash folder, rename the original file to "mms.cfgBAK" (to save it as a backup) and then drag and drop in the modified "mms.cfg" file from the desktop. [47] [48] [49]

Note: To re-enable Flash Protected Mode, either restore a backup of the original mms.cfg file, if you saved one, or else re-edit the mms.cfg file to remove the ProtectedMode=0 l line you added. Updating Flash Player or installing a newer version does not automatically re-enable Protected Mode

One of your crash reports show that your crash is caused by Flash. Two things you can try ---- Try disabling Hardware Acceleration. <br> #Go to this [http://helpx.adobe.com/flash-player/kb/video-playback-issues.html#main_Solve_video_playback_issues Adobe Flash Player Help page]. #Right-click on the Flash Player logo on that page. #Click on '''Settings''' in the context menu. The Adobe Flash Player Settings screen will open. # Click on the icon at the bottom-left of the Adobe Flash Player Settings window to open the Display panel. <br/> <br/>[[Image:fpSettings1.PNG]] <br/> # Remove the check mark from '''Enable hardware acceleration'''. # Click '''Close''' to close the Adobe Flash Player Settings Window. # Restart Firefox. This [http://www.macromedia.com/support/documentation/en/flashplayer/help/help01.html Flash Player Help - Display Settings page] has more information on Flash Player hardware acceleration, if you're interested. ---- Try to disable Protected Mode in Flash 11.3 and above by adding the line ProtectedMode=0 to the Flash "mms.cfg" file located in one of these locations: [46] (Windows 32bit) C:\Windows\System32\Macromed\Flash (Windows 64bit) C:\Windows\SysWOW64\Macromed\Flash For example, on a Windows 7 64-bit system, open the C:\Windows\SysWOW64\Macromed\Flash folder, copy the file "mms.cfg" to the desktop, open it in Notepad, add a new line <code>ProtectedMode=0 </code> and then close Notepad, saving your changes. Next, go back to the C:\Windows\SysWOW64\Macromed\Flash folder, rename the original file to "mms.cfgBAK" (to save it as a backup) and then drag and drop in the modified "mms.cfg" file from the desktop. [47] [48] [49] Note: To re-enable Flash Protected Mode, either restore a backup of the original mms.cfg file, if you saved one, or else re-edit the mms.cfg file to remove the <code>ProtectedMode=0 l</code> line you added. Updating Flash Player or installing a newer version does not automatically re-enable Protected Mode

Umnikazi wombuzo

What's the other one say? Thanks

What's the other one say? Thanks

Umnikazi wombuzo

Computer crashed again. I did what you asked. Is there a reason that it's so random? Goes for weeks some times then just crashes while doing something like email. And why do I loose all my tabs every time? Shouldn't they be restored if this isn't caused by Firefox? Thanks

Computer crashed again. I did what you asked. Is there a reason that it's so random? Goes for weeks some times then just crashes while doing something like email. And why do I loose all my tabs every time? Shouldn't they be restored if this isn't caused by Firefox? Thanks
Nostromov 1 izisombululo 27 izimpendulo
Kuphostiwe

Why is there no support from Mozilla?

^^ I would RLY like to know how "computer defaults have been reset" on Windows 7, just btw. ;-)

/offtopic

Edit: And why do I loose all my tabs every time?

.. This one might be fixable, try setting from about:config

browser.sessionstore.max_resumed_crashes to 0

(It should give you teh restore-session-page every time, after a crash :))

''Why is there no support from Mozilla?'' ^^ I would RLY like to know how "computer defaults have been reset" on Windows 7, just btw. ;-) [/offtopic] '''Edit''': ''And why do I loose all my tabs every time?'' .. This one might be fixable, try setting from ''about:config'' '''browser.sessionstore.max_resumed_crashes''' to '''0''' (It should give you teh restore-session-page every time, after a crash :))

Okulungisiwe ngu Nostromov

Umnikazi wombuzo

system still crashing. did everything asked. it's so random. 2 weeks no crashes then it crashed 6 times in passed 2 days. usually when trying to view a shopping cart. I included a system error message from windows. I lost the others as it wiped after crash. also still not generating any reports when crashing. only crashes when browsing in Firefox.

what was meant by really like to know howcomputer defaults have been reset?

Problem signature:

 Problem Event Name:	BlueScreen
 OS Version:	6.1.7601.2.1.0.256.48
 Locale ID:	1033

Additional information about the problem:

 BCCode:	d1
 BCP1:	000000000000001C
 BCP2:	0000000000000002
 BCP3:	0000000000000001
 BCP4:	FFFFF88002462C9E
 OS Version:	6_1_7601
 Service Pack:	1_0
 Product:	256_1

Files that help describe the problem:

 C:\Windows\Minidump\072814-13275-01.dmp
 C:\Users\C\AppData\Local\Temp\WER-56597-0.sysdata.xml

Read our privacy statement online:

 http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:

 C:\windows\system32\en-US\erofflps.txt
system still crashing. did everything asked. it's so random. 2 weeks no crashes then it crashed 6 times in passed 2 days. usually when trying to view a shopping cart. I included a system error message from windows. I lost the others as it wiped after crash. also still not generating any reports when crashing. only crashes when browsing in Firefox. what was meant by really like to know howcomputer defaults have been reset? Problem signature: Problem Event Name: BlueScreen OS Version: 6.1.7601.2.1.0.256.48 Locale ID: 1033 Additional information about the problem: BCCode: d1 BCP1: 000000000000001C BCP2: 0000000000000002 BCP3: 0000000000000001 BCP4: FFFFF88002462C9E OS Version: 6_1_7601 Service Pack: 1_0 Product: 256_1 Files that help describe the problem: C:\Windows\Minidump\072814-13275-01.dmp C:\Users\C\AppData\Local\Temp\WER-56597-0.sysdata.xml Read our privacy statement online: http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409 If the online privacy statement is not available, please read our privacy statement offline: C:\windows\system32\en-US\erofflps.txt
jscher2000
  • Top 10 Contributor
8690 izisombululo 71037 izimpendulo
Kuphostiwe

A blue screen crash usually indicates a problem of Firefox interacting with a protected component of Windows such as a graphics card driver. I this you already disabled hardware acceleration in Firefox, but if you wouldn't mind double-checking on that:

"3-bar" menu button (or Tools menu) > Options > Advanced

On the General mini-tab uncheck "Use hardware acceleration when available"


You may also want to supplement your regular security software with some additional scans in case it is missing anything that could be trying to inject itself into Firefox. Our support article lists tools other Firefox users have found helpful. These are for one-time use and do not replace or displace your current security suite: Troubleshoot Firefox issues caused by malware.

A blue screen crash usually indicates a problem of Firefox interacting with a protected component of Windows such as a graphics card driver. I this you already disabled hardware acceleration in Firefox, but if you wouldn't mind double-checking on that: "3-bar" menu button (or Tools menu) > Options > Advanced On the General mini-tab ''uncheck'' "Use hardware acceleration when available" ---- You may also want to supplement your regular security software with some additional scans in case it is missing anything that could be trying to inject itself into Firefox. Our support article lists tools other Firefox users have found helpful. These are for one-time use and do not replace or displace your current security suite: [[Troubleshoot Firefox issues caused by malware]].
jscher2000
  • Top 10 Contributor
8690 izisombululo 71037 izimpendulo
Kuphostiwe

Since the volunteers here generally work with Mozilla crash data and not Windows crash data, I searched for that BCCode: d1 and found... many threads I didn't really understand.

One of the Microsoft MVPs has posted a (lengthy) procedure for investigating blue screen crashes to get help on Microsoft's forums:

http://answers.microsoft.com/en-us/windows/forum/windows_7-system/sometimes-i-get-a-blue-screen-when-using-ie-8/c675b7b8-795f-474d-a1c4-6b77b3fcd990

And Microsoft also has a general article that might be useful: http://windows.microsoft.com/en-us/windows7/Resolving-stop-blue-screen-errors-in-Windows-7

Since the volunteers here generally work with Mozilla crash data and not Windows crash data, I searched for that BCCode: d1 and found... many threads I didn't really understand. One of the Microsoft MVPs has posted a (lengthy) procedure for investigating blue screen crashes to get help on Microsoft's forums: http://answers.microsoft.com/en-us/windows/forum/windows_7-system/sometimes-i-get-a-blue-screen-when-using-ie-8/c675b7b8-795f-474d-a1c4-6b77b3fcd990 And Microsoft also has a general article that might be useful: http://windows.microsoft.com/en-us/windows7/Resolving-stop-blue-screen-errors-in-Windows-7
John99 971 izisombululo 13138 izimpendulo
Kuphostiwe

Hi Jeff, Good post. I will bookmark that as we do get BSOD related questions as in this thread.

As do you know are the highlighted lines marked with a leading Ø something new and what do they indicate ? I have only noticed them recently.

Sorry to hijack your question cleejoy, but it is slightly related to your Crash Report. For instance if you are encrypting and locking access to Firefox's resources it could be the reason for your crashes when you attempt to run Firefox.

Crash Report from cleejoy

  • Crash ID bp-e05625b6-5cf9-4022-ae91-cf8d02140628
  • Crash Signature: do_QueryWrappedNative(nsIXPConnectWrappedNative*)
  • No related bugslisted. None crashing thread includes highlighted Thread 41 Frame 3
    Ø 3 tbblw.dll tbblw.dll@0x100621
Hi Jeff, Good post. I will bookmark that as we do get BSOD related questions as in this thread. As do you know are the highlighted lines marked with a leading '''Ø''' something new and what do they indicate ? I have only noticed them recently. Sorry to hijack your question cleejoy, but it is slightly related to your Crash Report. For instance if you are encrypting and locking access to Firefox's resources it could be the reason for your crashes when you attempt to run Firefox. Crash Report from cleejoy * Crash ID bp-e05625b6-5cf9-4022-ae91-cf8d02140628 * Crash Signature: do_QueryWrappedNative(nsIXPConnectWrappedNative*) * No related bugslisted. None crashing thread includes highlighted ''Thread 41 Frame 3'' <br /> '''Ø''' 3 tbblw.dll tbblw.dll@0x100621 ** tbblw.dll <br />Apparently related to ''http://www.cryptomill.com/products/hp-trust-circles.html''
jscher2000
  • Top 10 Contributor
8690 izisombululo 71037 izimpendulo
Kuphostiwe

Hi John99, I've never read down that many threads... when I mouse over that row, the tooltip indicates missing symbol, but that doesn't mean much to me.

Hi John99, I've never read down that many threads... when I mouse over that row, the tooltip indicates missing symbol, but that doesn't mean much to me.