Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Lolu chungechunge lwabekwa kunqolobane. Uyacelwa ubuze umbuzo omusha uma udinga usizo.

Firefox crashes

  • 8 uphendule
  • 25 zinale nkinga
  • 2149 views
  • Igcine ukuphendulwa ngu kevinc60

more options

I have gone through the procedure listed in the troubleshooting crashes section but I still have the issue of firefox crashing when I try to open google maps. I previously had issues with firefox crashing on v37 - the earlier issues were resolved by unchecking the "Use hardware acceleration when valid" option. This is still unchecked and although firefox has been starting up since I made that change the issue with google maps has been occurring on v38. I am now at the current version. Your help would be greatly appreciated.

Isisombululo esikhethiwe

I unfortunately don't have any further insight on why it's crashing.

Surprisingly, the crash stats server only shows 19 reports of this crash signature during the past week, which may mean it only affects a few people. It hasn't reached the level that analysts have reported it for bug tracking.

Since your Nvidia driver dates back to 2013, do you want to check for updates? Generally speaking, for integrated product, your computer manufacturer is the safest source, but Nvidia also has a tool to find the current driver software. Microsoft sometimes has drivers, too, but of the three, I would check them last...

Our support article has more information: Upgrade your graphics drivers to use hardware acceleration and WebGL.

Funda le mpendulo ngokuhambisana nalesi sihloko 👍 0

All Replies (8)

more options

Sorry to hear about the crashes. Are you getting the Mozilla Crash Reporter dialog, or the Windows crash dialog? If you are getting the Mozilla Crash Reporter form, your Firefox may have logged some data that would help track down the cause of the problem. You can submit that data to Mozilla and share it with forum volunteers to see whether it points to the solution. Please check the last section of the support article "Firefox crashes - Troubleshoot, prevent and get help fixing crashes" for steps to get those crash IDs from the about:crashes page, and then post some of the recent ones here.

Also and/or meanwhile, could you test in Firefox's Safe Mode? That's a standard diagnostic tool to deactivate extensions and some advanced features of Firefox. More info: Troubleshoot Firefox issues using Safe Mode.

If Firefox is not running: Hold down the Shift key when starting Firefox.

If Firefox is running: You can restart Firefox in Safe Mode using either:

  • "3-bar" menu button > "?" button > Restart with Add-ons Disabled
  • Help menu > Restart with Add-ons Disabled

and OK the restart.

Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).

Any less crashy on Google Maps?

more options

Thanks for your reply. I have tried using Safe Mode and I still have the same issue - maps crashes. Below is a direct cut and paste of the most recent crash report - hope I've done it correctly.

Thanks again.

Firefox 38.0.5 Crash Report [@ nvwgf2um.dll@0x11f5a ] Search Mozilla Support for Help ID: fccdd526-89da-4f7d-b31b-f076d2150605 Signature: nvwgf2um.dll@0x11f5a

   Details
   Metadata
   Modules
   Raw Dump
   Extensions

Signature nvwgf2um.dll@0x11f5a More Reports Search UUID fccdd526-89da-4f7d-b31b-f076d2150605 Date Processed 2015-06-05 03:33:55.284611 Uptime 17 Last Crash 624 seconds before submission Install Age 797 since version was first installed. Install Time 2015-06-05 03:20:25 Product Firefox Version 38.0.5 Build ID 20150525141253 Release Channel release OS Windows NT OS Version 6.1.7601 Service Pack 1 Build Architecture x86 Build Architecture Info GenuineIntel family 6 model 42 stepping 7 | 8 Crash Reason EXCEPTION_ACCESS_VIOLATION_READ Crash Address 0x14c User Comments App Notes

AdapterVendorID: 0x10de, AdapterDeviceID: 0x1251, AdapterSubsysID: 204b1043, AdapterDriverVersion: 9.18.13.1144 WebGL? EGL? EGL+ GL Context? GL Context+ WebGL+

Processor Notes sp-processor04_phx1_mozilla_com.19558:2015; MozillaProcessorAlgorithm2015; skunk_classifier: reject - not a plugin hang EMCheckCompatibility

True

Winsock LSP

MSAFD Tcpip [TCP/IP] : 2 : 1 : %SystemRoot%\system32\mswsock.dll

MSAFD Tcpip [UDP/IP] : 2 : 2 :  
MSAFD Tcpip [RAW/IP] : 2 : 3 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [TCP/IPv6] : 2 : 1 :  
MSAFD Tcpip [UDP/IPv6] : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [RAW/IPv6] : 2 : 3 :  
RSVP TCPv6 Service Provider : 2 : 1 : %SystemRoot%\system32\mswsock.dll 
RSVP TCP Service Provider : 2 : 1 :  
RSVP UDPv6 Service Provider : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
RSVP UDP Service Provider : 2 : 2 :  
MSAFD RfComm [Bluetooth] : 2 : 1 : %SystemRoot%\system32\mswsock.dll

Adapter Vendor ID

0x10de

Adapter Device ID

0x1251

Total Virtual Memory

4294836224

Available Virtual Memory

3766202368

System Memory Use Percentage

17

Available Page File

30967504896

Available Physical Memory

14184701952

Bugzilla - Report this bug in Firefox Core Plugins Toolkit Related Bugs

Crashing Thread Frame Module Signature Source Ø 0 nvwgf2um.dll nvwgf2um.dll@0x11f5a Ø 1 nvwgf2um.dll nvwgf2um.dll@0xc6141 Ø 2 nvwgf2um.dll nvwgf2um.dll@0x1f194 Ø 3 nvwgf2um.dll nvwgf2um.dll@0x3203f Ø 4 nvwgf2um.dll nvwgf2um.dll@0x31785 Ø 5 nvwgf2um.dll nvwgf2um.dll@0x206c9 6 d3d11.dll CContext::ID3D11DeviceContext1_Draw_<4>(ID3D11DeviceContext1*, unsigned int, unsigned int) 7 libglesv2.dll rx::Renderer11::drawArrays(unsigned int, int, int, bool) gfx/angle/src/libglesv2/renderer/d3d/d3d11/Renderer11.cpp 8 libglesv2.dll gl::Context::drawArrays(unsigned int, int, int, int) gfx/angle/src/libglesv2/Context.cpp 9 libglesv2.dll glDrawArrays gfx/angle/src/libglesv2/libGLESv2.cpp 10 xul.dll mozilla::gl::GLContext::fDrawArrays(unsigned int, int, int) gfx/gl/GLContext.h 11 xul.dll mozilla::WebGLContext::DrawArrays(unsigned int, int, int) dom/canvas/WebGLContextDraw.cpp

Show other threads

more options

Hi, it looks like an NVIDIA graphics driver issue. Info - Upgrade your graphics drivers to use hardware acceleration and WebGL.


if you haven't tried Safe Mode, that might also be worth a go - Firefox Safe Mode is a troubleshooting mode that temporarily turns off hardware acceleration, resets some settings, and disables add-ons (extensions and themes).

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

  • Click the menu button New Fx Menu , click Help Help-29 and select 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".

SafeMode-Fx35

If the issue is not present in Firefox Safe Mode, your problem is probably caused by an extension, theme, or hardware acceleration. Please follow the steps in 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.

more options

Some users also had to make this change when Firefox 37.0 was released, you might try it now:

(1) In a new tab, type or paste about:config in the address bar and press Enter. Click the button promising to be careful.

(2) In the search box above the list, type or paste d11 and pause while the list is filtered

(3) Double-click the layers.d3d11.disable-warp preference to switch it from false to true

I can't recall whether this takes effect immediately or at the next startup.

more options

Hi Scribe_uk,

I have checked in safe mode and the problem still occurs. Report dump is below. I did do everything recommended in the "crash" troubleshooting section but I checked my NVIDIA driver again just now and Windows says it is up to date. There were a few option upgrades not really pertaining to drivers but I have installed them anyway - will reboot now and see what happens.

Firefox 38.0.5 Crash Report [@ nvwgf2um.dll@0x11f5a ]

Search Mozilla Support for Help ID: 4deb3b2e-4e02-48d2-a0f1-6764c2150605 Signature: nvwgf2um.dll@0x11f5a

   Details
   Metadata
   Modules
   Raw Dump
   Extensions

Signature nvwgf2um.dll@0x11f5a More Reports Search UUID 4deb3b2e-4e02-48d2-a0f1-6764c2150605 Date Processed 2015-06-05 22:47:24.587258 Uptime 203 Last Crash 69207 seconds before submission Install Age 70004 since version was first installed. Install Time 2015-06-05 03:20:25 Product Firefox Version 38.0.5 Build ID 20150525141253 Release Channel release OS Windows NT OS Version 6.1.7601 Service Pack 1 Build Architecture x86 Build Architecture Info GenuineIntel family 6 model 42 stepping 7 | 8 Crash Reason EXCEPTION_ACCESS_VIOLATION_READ Crash Address 0x14c User Comments App Notes

AdapterVendorID: 0x10de, AdapterDeviceID: 0x1251, AdapterSubsysID: 204b1043, AdapterDriverVersion: 9.18.13.1144 WebGL? EGL? EGL+ GL Context? GL Context+ WebGL+

Processor Notes sp-processor08_phx1_mozilla_com.4288:2015; MozillaProcessorAlgorithm2015; skunk_classifier: reject - not a plugin hang EMCheckCompatibility

True

Winsock LSP

MSAFD Tcpip [TCP/IP] : 2 : 1 : %SystemRoot%\system32\mswsock.dll

MSAFD Tcpip [UDP/IP] : 2 : 2 :  
MSAFD Tcpip [RAW/IP] : 2 : 3 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [TCP/IPv6] : 2 : 1 :  
MSAFD Tcpip [UDP/IPv6] : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [RAW/IPv6] : 2 : 3 :  
RSVP TCPv6 Service Provider : 2 : 1 : %SystemRoot%\system32\mswsock.dll 
RSVP TCP Service Provider : 2 : 1 :  
RSVP UDPv6 Service Provider : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
RSVP UDP Service Provider : 2 : 2 :  
MSAFD RfComm [Bluetooth] : 2 : 1 : %SystemRoot%\system32\mswsock.dll

Adapter Vendor ID

0x10de

Adapter Device ID

0x1251

Total Virtual Memory

4294836224

Available Virtual Memory

3755761664

System Memory Use Percentage

30

Available Page File

29090635776

Available Physical Memory

11851743232

Bugzilla - Report this bug in Firefox Core Plugins Toolkit Related Bugs

Crashing Thread Frame Module Signature Source Ø 0 nvwgf2um.dll nvwgf2um.dll@0x11f5a Ø 1 nvwgf2um.dll nvwgf2um.dll@0xc6141 Ø 2 nvwgf2um.dll nvwgf2um.dll@0x1f194 Ø 3 nvwgf2um.dll nvwgf2um.dll@0x3203f Ø 4 nvwgf2um.dll nvwgf2um.dll@0x31785 Ø 5 nvwgf2um.dll nvwgf2um.dll@0x206c9 6 d3d11.dll CContext::ID3D11DeviceContext1_Draw_<4>(ID3D11DeviceContext1*, unsigned int, unsigned int) 7 libglesv2.dll rx::Renderer11::drawArrays(unsigned int, int, int, bool) gfx/angle/src/libglesv2/renderer/d3d/d3d11/Renderer11.cpp 8 libglesv2.dll gl::Context::drawArrays(unsigned int, int, int, int) gfx/angle/src/libglesv2/Context.cpp 9 libglesv2.dll glDrawArrays gfx/angle/src/libglesv2/libGLESv2.cpp 10 xul.dll mozilla::gl::GLContext::fDrawArrays(unsigned int, int, int) gfx/gl/GLContext.h 11 xul.dll mozilla::WebGLContext::DrawArrays(unsigned int, int, int) dom/canvas/WebGLContextDraw.cpp

Show other threads

more options

Hi jscher2000,

Thanks for all your efforts. I followed your latest instructions, did a power off and reboot but the problem persists in both safe mode and normal. Any other suggestions would be wonderful otherwise I might just have to give Firefox away. I just checked Google Maps on Explorer v 11.0.9600.17801 and it works fine.

more options

Isisombululo Esikhethiwe

I unfortunately don't have any further insight on why it's crashing.

Surprisingly, the crash stats server only shows 19 reports of this crash signature during the past week, which may mean it only affects a few people. It hasn't reached the level that analysts have reported it for bug tracking.

Since your Nvidia driver dates back to 2013, do you want to check for updates? Generally speaking, for integrated product, your computer manufacturer is the safest source, but Nvidia also has a tool to find the current driver software. Microsoft sometimes has drivers, too, but of the three, I would check them last...

Our support article has more information: Upgrade your graphics drivers to use hardware acceleration and WebGL.

more options

Hi again jscher2000,

I have read the support articles and done everything suggested within. My device manager and Windows update said I had the latest driver - I just checked it again to make sure. However, I did this time check the Nvidia site and found a Game Ready Driver available. In desperation I downloaded it and now Google maps works! I know that "OEMs may not provide technical support for issues that arise from the use of this driver" so I hope it doesn't stuff up Photoshop or any other such programs but for now all is good. Thanks so much for the alternative suggestions regarding graphics drivers. I hope the other 19 poor souls read this and try similar, if they haven't already. Thanks again.