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Crashing of Firefox frequently

Kuphostiwe

Below are the Report ID details for the crash reports :


1) bp-3329a068-e4fd-4717-9cf2-343da2160225

2) bp-018480cf-1a98-499a-af3f-a82002160225

3) bp-69e73dff-9de3-4150-94b3-4c25f2160223

4) bp-855fe47f-21f1-458f-a020-8e6622160223

5) bp-36120f46-3b05-46bb-9e2d-5b6ec2160223

In a day Firefox crashes for more than 10 times and I need an immediate resolutions

Regards, Bharath

Below are the Report ID details for the crash reports : 1) bp-3329a068-e4fd-4717-9cf2-343da2160225 2) bp-018480cf-1a98-499a-af3f-a82002160225 3) bp-69e73dff-9de3-4150-94b3-4c25f2160223 4) bp-855fe47f-21f1-458f-a020-8e6622160223 5) bp-36120f46-3b05-46bb-9e2d-5b6ec2160223 In a day Firefox crashes for more than 10 times and I need an immediate resolutions Regards, Bharath
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John99 971 izisombululo 13138 izimpendulo
Kuphostiwe
I filed * [https://bugzil.la/1258879 Bug 1258879 - crash in __dlpsyringe__.dll@0x248f87] (Title may be changed)

Okulungisiwe ngu Noah_SUMO

Umnikazi wombuzo

Thanks John....

In case I again experience a crash, shall report the same.

Regards, Bharath

Thanks John.... In case I again experience a crash, shall report the same. Regards, Bharath
Noah_SUMO
  • Moderator
98 izisombululo 613 izimpendulo
Kuphostiwe

Bharath, no need to file a second bug report if you crash again. Just follow the bug John posted for updates. You can add your email to that bug and you will notified of any updates.

Here is the link: https://bugzil.la/1258879

Bharath, no need to file a second bug report if you crash again. Just follow the bug John posted for updates. You can add your email to that bug and you will notified of any updates. Here is the link: https://bugzil.la/1258879

Umnikazi wombuzo

Hi Noah I am unable to add my email ID and again experiencing the crashing problem. Could you pls resolve this or guide me in case I need to do something from my end.

Below are the crash ID's

1) bp-2f94412a-5891-4151-beaa-8f1df2160328 2) bp-65c0f2b9-9dc4-4e05-a9b1-1c0522160328

Hi Noah I am unable to add my email ID and again experiencing the crashing problem. Could you pls resolve this or guide me in case I need to do something from my end. Below are the crash ID's 1) bp-2f94412a-5891-4151-beaa-8f1df2160328 2) bp-65c0f2b9-9dc4-4e05-a9b1-1c0522160328
John99 971 izisombululo 13138 izimpendulo
Kuphostiwe

Hi Bharath, Thanks for the update. Sorry you are still having crashes on the office laptop. These are still the same crash signature. Maybe the quickest way to make progress is to contact your IT Department.

No one from Mozilla Firefox has actively looked at that bug as yet. It may well be a holiday period in some countries. That may account for some of the delay.

We can say with certainty those crashes are caused when __DLPSyringe__.DLL is in use. That is part of your security software.

Is your company IT Department able to help out here ? They will be paying for the software and will need to confirm with the vendor that it is the up to date version. It is likely the fix for this bug will be an update of the software from the RSA Endpoint people.

It will probably help if your IT department post in the bug I filed and they confirm exactly what software and version is installed on this office laptop, including the provider of the software, and that it is the latest available software.

As Noah showed others have similar crashes but the numbers are exceedingly low.

Putting this in perspective some other security related software was recently causing tens of thousand of crash reports per week this is causing a handful of crashes. I can not help but wonder if you are using outdated security software and the solution is to update that security software.

I will add an escalate tag to this question, that should help ensure it is not overlooked. Meanwhile can you contact your Company IT department and let me know what their comment is on this matter.

Hi Bharath, Thanks for the update. Sorry you are still having crashes on the office laptop. These are still the same crash signature. Maybe the quickest way to make progress is to contact your IT Department. No one from Mozilla Firefox has actively looked at that bug as yet. It may well be a holiday period in some countries. That may account for some of the delay. We can say with certainty those crashes are caused when __DLPSyringe__.DLL is in use. That is part of your security software. '''Is your company IT Department able to help out here ? ''' They will be paying for the software and will need to confirm with the vendor that it is the up to date version. It is likely the fix for this bug will be an update of the software from the RSA Endpoint people. It will probably help if your IT department post in the bug I filed and they confirm exactly what software and version is installed on this office laptop, including the provider of the software, and that it is the latest available software. As Noah showed others have similar [https://crash-stats.mozilla.com/search/?signature=~__dlpsyringe__.dll&_facets=signature&_columns=date&_columns=signature&_columns=product&_columns=version&_columns=build_id&_columns=platform#facet-signature crashes] but the numbers are exceedingly low. Putting this in perspective some other security related software was recently causing tens of thousand of crash reports per week this is causing a [https://crash-stats.mozilla.com/report/list?product=Firefox&signature=__dlpsyringe__.dll%400x248f87#tab-table handful] of crashes. I can not help but wonder if you are using outdated security software and the solution is to update that security software. I will add an escalate tag to this question, that should help ensure it is not overlooked. Meanwhile can you contact your Company IT department and let me know what their comment is on this matter.

Umnikazi wombuzo

Hi John,

Thank you for the detailed response. However, as mentioned in my previous comments I did approach the ITS team and they had mentioned they cannot resolve it as they only support IE and Chrome explorer anything which is used apart from those 2 applications they would not help in resolving the same. With regards to the update in the software as far as I know these get automatically updated on a periodic (weekly) basis.

In addition to this I have been getting these crashes from past 2-3 months. Is it anything linked to a particular website that I am getting these crashes would you be able to check that. Also might be helpful if you can directly report this bug to the concerned security software which might help in resolving this issue soon.

Regards, Bharath

Hi John, Thank you for the detailed response. However, as mentioned in my previous comments I did approach the ITS team and they had mentioned they cannot resolve it as they only support IE and Chrome explorer anything which is used apart from those 2 applications they would not help in resolving the same. With regards to the update in the software as far as I know these get automatically updated on a periodic (weekly) basis. In addition to this I have been getting these crashes from past 2-3 months. Is it anything linked to a particular website that I am getting these crashes would you be able to check that. Also might be helpful if you can directly report this bug to the concerned security software which might help in resolving this issue soon. Regards, Bharath
jscher2000
  • Top 10 Contributor
8770 izisombululo 71712 izimpendulo
Kuphostiwe

Seems this DLL dates back six months; it might need an update for recent versions of Firefox.

Do you want to try the Extended Support Release version of Firefox 38 (ESR). This may still work with your security software; it might be worth a try.

If you decide to test, here is how I suggest installing it:

Clean Reinstall

We use this name, but it's not about removing your settings, it's about making sure the program files are clean (no inconsistent, corrupted, or alien code files). As described below, this process does not disturb your existing settings. Do NOT uninstall Firefox, that's not needed.

(A) Download a fresh installer for Firefox 38.7.0esr from https://www.mozilla.org/firefox/organizations/all/ to a convenient location. In order to get that version, you'll need to click the link on the right side just above the list of languages to Show Firefox 38. Then scroll down to your preferred language.

(B) Exit out of Firefox (if applicable).

(C) Rename the program folder, either:

(32-bit Firefox on 64-bit Windows)

C:\Program Files (x86)\Mozilla Firefox

to

C:\Program Files (x86)\Fx45

(other systems)

C:\Program Files\Mozilla Firefox

to

C:\Program Files\Fx45

(D) Run the installer you downloaded in (A). It should automatically connect to your existing settings.

Note: Some plugins may exist only in that old folder. If something essential is missing, look in these folders:

  • \Fx45\Plugins
  • \Fx45\browser\plugins
Seems this DLL dates back six months; it might need an update for recent versions of Firefox. Do you want to try the Extended Support Release version of Firefox 38 (ESR). This may still work with your security software; it might be worth a try. If you decide to test, here is how I suggest installing it: '''Clean Reinstall''' We use this name, but it's not about removing your settings, it's about making sure the program files are clean (no inconsistent, corrupted, or alien code files). As described below, this process does not disturb your existing settings. Do NOT uninstall Firefox, that's not needed. (A) Download a fresh installer for Firefox 38.7.0esr from https://www.mozilla.org/firefox/organizations/all/ to a convenient location. '''In order to get that version, you'll need to click the link on the right side just above the list of languages to Show Firefox 38.''' Then scroll down to your preferred language. (B) Exit out of Firefox (if applicable). (C) Rename the program folder, either: ''(32-bit Firefox on 64-bit Windows)'' C:\Program Files (x86)\Mozilla Firefox to C:\Program Files (x86)\Fx45 ''(other systems)'' C:\Program Files\Mozilla Firefox to C:\Program Files\Fx45 (D) Run the installer you downloaded in (A). It should automatically connect to your existing settings. ''Note:'' Some plugins may exist only in that old folder. If something essential is missing, look in these folders: * \Fx45\Plugins * \Fx45\browser\plugins
jscher2000
  • Top 10 Contributor
8770 izisombululo 71712 izimpendulo
Kuphostiwe
Actually, I found a crash report for ESR: https://crash-stats.mozilla.com/report/index/ad05b224-1bab-4907-bd68-bbf7a2160309
John99 971 izisombululo 13138 izimpendulo
Kuphostiwe

We are not aware of your full personal & work circumstances. Some of those may be relevant to this issue.

I suppose one question is: Who owns the Office laptop ? If it is an Office computer your employer may choose not to support Firefox; and presumably also enforce what software is; or is not; used and installed. They can also certainly specify what software may be used for work purposes, and mandate what software must be used.

However if it is your own laptop; it would seem reasonable that you should expect to have Endpoint security not interfering with your own Laptop when outside of work. It would seem fair your IT Department should help you if you have issues on your own laptop because of a work requirement.

If it is your own computer and used outside of work it may be worth considering trial of the, unofficial, third party, Firefox portable. I suppose there is a possibility that may not be affected by these crashes.

We are not aware of your full personal & work circumstances. Some of those may be relevant to this issue. I suppose one question is: '''Who owns the Office laptop ?''' If it is an Office computer your employer may choose not to support Firefox; and presumably also enforce what software is; or is not; used and installed. They can also certainly specify what software may be used for work purposes, and mandate what software '''must''' be used. However if it is your own laptop; it would seem reasonable that you should expect to have Endpoint security not interfering with your own Laptop when outside of work. It would seem fair your IT Department should help you if you have issues on your own laptop because of a work requirement. If it is your own computer and used outside of work it may be worth considering trial of the, unofficial, third party, ''Firefox portable''. I suppose there is a possibility that may not be affected by these crashes. * http://portableapps.com/apps/internet/firefox_portable
Noah_SUMO
  • Moderator
98 izisombululo 613 izimpendulo
Kuphostiwe

That's a good idea, Bharath. I've tried contacting the RSA security support to alert them of this problem but they would not allow me to register on their site with a public email (gmail, yahoo, outlook, etc). It must be a company owned email. So that blocked me immediately.

Here are the support areas I found: https://community.rsa.com/community/rsa-customer-support https://community.rsa.com/docs/DOC-41374

Then to file a report or "open a case", follow these steps: https://community.rsa.com/docs/DOC-1294

Perhaps you will have better luck setting up a account there to report the issue to RSA. If you are successful, please make sure to include a link to this bug: https://bugzil.la/1258879

That way the RSA people can get in contact with the Firefox devs and work together in solving this. I will also ask if Mozilla can reach out to RSA and contact their development team.

That's a good idea, Bharath. I've tried contacting the RSA security support to alert them of this problem but they would not allow me to register on their site with a public email (gmail, yahoo, outlook, etc). It must be a company owned email. So that blocked me immediately. Here are the support areas I found: https://community.rsa.com/community/rsa-customer-support https://community.rsa.com/docs/DOC-41374 Then to file a report or "open a case", follow these steps: https://community.rsa.com/docs/DOC-1294 Perhaps you will have better luck setting up a account there to report the issue to RSA. If you are successful, please make sure to include a link to this bug: https://bugzil.la/1258879 That way the RSA people can get in contact with the Firefox devs and work together in solving this. I will also ask if Mozilla can reach out to RSA and contact their development team.
John99 971 izisombululo 13138 izimpendulo
Kuphostiwe

I am fairly sure I have seen Endpoint Security software associated with different security products. That makes me wonder if some of the software is licensed to other Security companies. If only one of those companies is slow at upgrading, maybe that explains the vanishingly small frequency of this crash signature.

That is why I am trying to check the full details of the security software used, and the supplier or Vendor.

I am fairly sure I have seen Endpoint Security software associated with different security products. That makes me wonder if some of the software is licensed to other Security companies. If only one of those companies is slow at upgrading, maybe that explains the vanishingly small frequency of this crash signature. That is why I am trying to check the full details of the security software used, and the supplier or Vendor.

Umnikazi wombuzo

Dear Team,

Seems like this particular problem is not getting resolved. I am again getting the crash and below are the details :

1). bp-641400f3-a9fe-425e-9092-924912160414 2). bp-43da15f7-712f-428d-8499-0238d2160414 3). bp-db06a112-22ae-412c-a75b-ac8102160414 4). bp-4c14747c-e508-44d2-9134-27dab2160414 5). bp-a1a230a2-e9f7-4440-b1f2-d4f012160414 6). bp-744464ef-a20c-414e-a68b-4aa362160413 7). bp-609d81df-1984-4ad2-a5ac-d685e2160413

I had checked with the ITS about the security software update and it is all up to date. In addition to this many of my co-workers also use Mozilla Firefox on their systems and they never faced such problems. I am also having a thought that when ever I open LINKEDIN site this problem keeps rising. Is it something related to that site ? pls help...

Regards, Bharath

Dear Team, Seems like this particular problem is not getting resolved. I am again getting the crash and below are the details : 1). bp-641400f3-a9fe-425e-9092-924912160414 2). bp-43da15f7-712f-428d-8499-0238d2160414 3). bp-db06a112-22ae-412c-a75b-ac8102160414 4). bp-4c14747c-e508-44d2-9134-27dab2160414 5). bp-a1a230a2-e9f7-4440-b1f2-d4f012160414 6). bp-744464ef-a20c-414e-a68b-4aa362160413 7). bp-609d81df-1984-4ad2-a5ac-d685e2160413 I had checked with the ITS about the security software update and it is all up to date. In addition to this many of my co-workers also use Mozilla Firefox on their systems and they never faced such problems. I am also having a thought that when ever I open LINKEDIN site this problem keeps rising. Is it something related to that site ? pls help... Regards, Bharath
jscher2000
  • Top 10 Contributor
8770 izisombululo 71712 izimpendulo
Kuphostiwe

Hi Bharath, all of these six crashes also terminate in a DLL ( __DLPSyringe__.DLL) associated with the RSA DLP Endpoint/DLP Discovery security product.

DLP stands for "data loss prevention" so the product may be designed to monitor and/or block transmissions of sensitive data. Perhaps LinkedIN is a site it is particularly interested in???

I'm having a hard time finding product information to understand how it works or doesn't work with Firefox... hopefully one of the earlier links will help.

Hi Bharath, all of these six crashes also terminate in a DLL ( __DLPSyringe__.DLL) associated with the RSA DLP Endpoint/DLP Discovery security product. DLP stands for "data loss prevention" so the product may be designed to monitor and/or block transmissions of sensitive data. Perhaps LinkedIN is a site it is particularly interested in??? I'm having a hard time finding product information to understand how it works or doesn't work with Firefox... hopefully one of the earlier links will help.