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Firefox crashes - Even after un-install - re-install

Kuphostiwe

I cannot get Firefox to open at all. This has been an issue on this laptop for a while now. I un-installed it including removing the Program Files sub-folder for Firefox. After the installer completed, it tried to open it and it crashed. I have the latest Windows 10 updates installed and have run security scans on this laptop from various vendors. There is no spyware, viruses or other malware.

Crash report copied from the System Details list by moderator.

  • bp-48150658-d37f-49fa-a170-19c8e2170204
I cannot get Firefox to open at all. This has been an issue on this laptop for a while now. I un-installed it including removing the Program Files sub-folder for Firefox. After the installer completed, it tried to open it and it crashed. I have the latest Windows 10 updates installed and have run security scans on this laptop from various vendors. There is no spyware, viruses or other malware. Crash report copied from the System Details list by moderator. *bp-48150658-d37f-49fa-a170-19c8e2170204

Okulungisiwe ngu cor-el

Eminye Imininingwane Yohlelo

Fakela amapulagi

Do not know - cannot open to look. Only the standard ones should be there since I un-installed it completely first.

Isisebenziso

  • I-ejenti Engumsebenzisi: Mozilla/5.0 (Windows NT 10.0; WOW64; Trident/7.0; Touch; .NET4.0C; .NET4.0E; .NET CLR 2.0.50727; .NET CLR 3.0.30729; .NET CLR 3.5.30729; Tablet PC 2.0; McAfee; rv:11.0) like Gecko

Eminye Imininingwane

This all the crash info I have:
File: bp-48150658-d37f-49fa-a170-19c8e2170204
Contents: Crash ID: bp-48150658-d37f-49fa-a170-19c8e2170204
LastCrash file content: 1486220491

cor-el
  • Top 10 Contributor
  • Moderator
17525 izisombululo 158458 izimpendulo
Kuphostiwe

This could be a compatibility problem between Webroot SecureAnywhere and Malwarebytes software installed on your computer.

This could be a compatibility problem between Webroot SecureAnywhere and Malwarebytes software installed on your computer.
FredMcD
  • Top 10 Contributor
4254 izisombululo 59583 izimpendulo
Kuphostiwe

Update the above. If there is still a problem, disable it.

Update the above. If there is still a problem, disable it.
Parbuster 0 izisombululo 19 izimpendulo
Kuphostiwe

I have installed and reinstalled Firefox umpteen times but it will not open just keeps crashing.I have had this problem before and uninstalled firefox and went to Chrome,I would rather use Firefox but cannot because of the problem with crashing,very annoying

I have installed and reinstalled Firefox umpteen times but it will not open just keeps crashing.I have had this problem before and uninstalled firefox and went to Chrome,I would rather use Firefox but cannot because of the problem with crashing,very annoying
FredMcD
  • Top 10 Contributor
4254 izisombululo 59583 izimpendulo
Kuphostiwe

Parbuster said

I have installed and reinstalled Firefox umpteen times

We did not tell you to reinstall Firefox.

cor-el said

This could be a compatibility problem between Webroot SecureAnywhere and Malwarebytes software installed on your computer.
''Parbuster [[#answer-990653|said]]'' <blockquote> I have installed and reinstalled Firefox umpteen times </blockquote> We did not tell you to reinstall Firefox. ''cor-el [[#answer-959849|said]]'' <blockquote> This could be a compatibility problem between Webroot SecureAnywhere and Malwarebytes software installed on your computer. </blockquote>
Parbuster 0 izisombululo 19 izimpendulo
Kuphostiwe

I KNOW YOU DID NOT TELL TO INSTALL OR REINSTALL,I never said you did and for your info I do not hsve webroot or Malwarebytes installed,so when are you going to tell me how to fix this flaw i,I have been using this program foryears without any problem but the past year has beena nightmade.

I KNOW YOU DID NOT TELL TO INSTALL OR REINSTALL,I never said you did and for your info I do not hsve webroot or Malwarebytes installed,so when are you going to tell me how to fix this flaw i,I have been using this program foryears without any problem but the past year has beena nightmade.
cor-el
  • Top 10 Contributor
  • Moderator
17525 izisombululo 158458 izimpendulo
Kuphostiwe

Hi Parbuster

Could you please start a new thread for your question?

Then you can provide more information like your operating system and possible crash report GUID that start with 'bp-'

  • bp-xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx
Hi Parbuster Could you please start a new thread for your question? *https://support.mozilla.org/en-US/questions/new *https://support.mozilla.org/en-US/kb/use-troubleshooting-information-page-fix-firefox Then you can provide more information like your operating system and possible crash report GUID that start with 'bp-' *bp-xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx
Parbuster 0 izisombululo 19 izimpendulo
Kuphostiwe

I have already sent crash reports probably 50 or so every time fire3fox crashed i sent a report,how many more do you want?????

I have already sent crash reports probably 50 or so every time fire3fox crashed i sent a report,how many more do you want?????
FredMcD
  • Top 10 Contributor
4254 izisombululo 59583 izimpendulo
Kuphostiwe

Those reports go to the Mozilla servers, not to us. We need the report numbers to see the whole report.

Those reports go to the Mozilla servers, not to us. We need the report numbers to see the whole report.
Parbuster 0 izisombululo 19 izimpendulo
Kuphostiwe

I have tried to start in Safe Mode ,NO JOY.

I have tried to start in Safe Mode ,NO JOY.
Parbuster 0 izisombululo 19 izimpendulo
Kuphostiwe

This is what I get when I try to install....... C:\users\Gil\App\Data\temp\7zSFDDE\setup-stub.exe

The extended attributes are inconsistent.

 What this means I have no idea,perhaps because I am 90 yrs old!!!!!
This is what I get when I try to install....... C:\users\Gil\App\Data\temp\7zSFDDE\setup-stub.exe The extended attributes are inconsistent. What this means I have no idea,perhaps because I am 90 yrs old!!!!!
FredMcD
  • Top 10 Contributor
4254 izisombululo 59583 izimpendulo
Kuphostiwe

Impendulo Ewusizo

Some protection programs don't like the update/install stubs. Go here for the full installer.

http://www.mozilla.org/en-US/firefox/all/ Download Firefox For All Languages And Systems

Some protection programs don't like the update/install stubs. Go here for the full installer. http://www.mozilla.org/en-US/firefox/all/ Download Firefox For All Languages And Systems
Parbuster 0 izisombululo 19 izimpendulo
Kuphostiwe

Hi Fred,did as you advised d/loaded OK but still crashes when I move to anorther site.

Hi Fred,did as you advised d/loaded OK but still crashes when I move to anorther site.
FredMcD
  • Top 10 Contributor
4254 izisombululo 59583 izimpendulo
Kuphostiwe

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP- in front of the numbers/letters, click it to submit them.

The crash report is several pages of data. We need the report numbers to see the whole report.

Using your mouse, mark the most recent 7 - 10 crash reports, and copy them. Press the Reply button. Now go to the reply box and paste them in.

aboutcrashesFx29

For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support

In the address bar, type '''about:crashes'''<enter>. '''Note: ''' If any reports do not have '''BP-''' in front of the numbers/letters, click it to submit them. '''The crash report is several pages of data. We ''' '''need the report numbers to see the whole report. ''' Using your mouse, '''mark''' the '''most recent 7 - 10''' crash reports, and copy them. Press the Reply button. Now go to the reply box and paste them in. ;[[Image:aboutcrashesFx29|width=500]] For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support
Parbuster 0 izisombululo 19 izimpendulo
Kuphostiwe

Hi Fred, I got the page of crashes but do not know how to copy the 7/10 you asked for also I cannot find the Reply box you mention.I should inform you that i am 90 yrs old and a novice so most of what you tell me is over my head you will have to be specific and detailed in your instructions

Hi Fred, I got the page of crashes but do not know how to copy the 7/10 you asked for also I cannot find the Reply box you mention.I should inform you that i am 90 yrs old and a novice so most of what you tell me is over my head you will have to be specific and detailed in your instructions
FredMcD
  • Top 10 Contributor
4254 izisombululo 59583 izimpendulo
Kuphostiwe

Open the about:crashes page and take a screen shot.

Hello,

In order to better assist you with your issue please provide us with a screenshot. If you need help to create a screenshot, please see How do I create a screenshot of my problem?

Once you've done this, attach the saved screenshot file to your forum post by clicking the Browse... button below the Post your reply box. This will help us to visualize the problem.

Thank you!

Open the '''about:crashes''' page and take a screen shot. Hello, In order to better assist you with your issue please provide us with a screenshot. If you need help to create a screenshot, please see [[How do I create a screenshot of my problem?]] Once you've done this, attach the saved screenshot file to your forum post by clicking the '''Browse...''' button below the ''Post your reply'' box. This will help us to visualize the problem. Thank you!
Parbuster 0 izisombululo 19 izimpendulo
Kuphostiwe

Hi Fred,I have a screenshot but I cannot seem to post it,I hit Browse but nit does not appear on the list of prograams

Hi Fred,I have a screenshot but I cannot seem to post it,I hit Browse but nit does not appear on the list of prograams
Parbuster 0 izisombululo 19 izimpendulo
Kuphostiwe
https://support.cdn.mozilla.net/media/uploads/images/2017-07-29-06-38-17-763f7f.png
Parbuster 0 izisombululo 19 izimpendulo
Kuphostiwe

Eureka.!!!!!!

Eureka.!!!!!!
FredMcD
  • Top 10 Contributor
4254 izisombululo 59583 izimpendulo
Kuphostiwe

Well done.

Product Firefox Release Channel release Version 40.0.3 Build ID 20150826023504 OS Windows 7 OS Version 6.1.7601 Service Pack 1

bp-d0bded28-b94c-487d-80ce-06a3d0170729 Signature: hang | F_121813594

Process Type plugin (web) Filename: NPSWF32_18_0_0_232.dll

inproc_agent.dll = Kaspersky Inproc Agent +++++++++++++++++++++++++++++++++++++++++++ bp-36194758-ae2d-4b92-9af5-28d5b1170728 Signature: ID2D1DeviceContext::DrawImage

rooksbas_x64.dll = Rapport = Trusteer Ltd

inproc_agent.dll = Kaspersky Inproc Agent

rpcrt4.dll = Windows; Remote Procedure Call Runtime

atidxx64.dll = Advanced Micro Devices = Check this link; http://support.amd.com/en-us/download/desktop?os=Windows+7+-+64 +++++++++++++++++++++++++++++++++++++++++++ bp-f975664a-14d8-4a31-a19f-7d1881170728 Signature: @0x0 | dol_hook.dll@0x75546

dol_hook.dll = Dolphin Computer Access

rooksbas_x64.dll = Rapport = Trusteer Ltd

inproc_agent.dll = Kaspersky Inproc Agent

rpcrt4.dll = Windows; Remote Procedure Call Runtime

atidxx64.dll = Advanced Micro Devices = Check this link; http://support.amd.com/en-us/download/desktop?os=Windows+7+-+64

Well done. Product Firefox Release Channel release Version 40.0.3 Build ID 20150826023504 OS Windows 7 OS Version 6.1.7601 Service Pack 1 bp-d0bded28-b94c-487d-80ce-06a3d0170729 Signature: hang | F_121813594 Process Type plugin (web) Filename: NPSWF32_18_0_0_232.dll inproc_agent.dll = Kaspersky Inproc Agent +++++++++++++++++++++++++++++++++++++++++++ bp-36194758-ae2d-4b92-9af5-28d5b1170728 Signature: ID2D1DeviceContext::DrawImage rooksbas_x64.dll = Rapport = Trusteer Ltd inproc_agent.dll = Kaspersky Inproc Agent rpcrt4.dll = Windows; Remote Procedure Call Runtime atidxx64.dll = Advanced Micro Devices = '''Check this link; ''' http://support.amd.com/en-us/download/desktop?os=Windows+7+-+64 +++++++++++++++++++++++++++++++++++++++++++ bp-f975664a-14d8-4a31-a19f-7d1881170728 Signature: @0x0 | dol_hook.dll@0x75546 dol_hook.dll = Dolphin Computer Access rooksbas_x64.dll = Rapport = Trusteer Ltd inproc_agent.dll = Kaspersky Inproc Agent rpcrt4.dll = Windows; Remote Procedure Call Runtime atidxx64.dll = Advanced Micro Devices = '''Check this link; ''' http://support.amd.com/en-us/download/desktop?os=Windows+7+-+64
FredMcD
  • Top 10 Contributor
4254 izisombululo 59583 izimpendulo
Kuphostiwe

The first report talks about you having an outdated flash player. Process Type plugin (web) Filename: NPSWF32_18_0_0_232.dll

Update your Flash Player Note: Windows users should download the ActiveX for Internet Explorer. and the plugin for Plugin-based browsers (like Firefox).

Note: Windows 8 and Windows 10 have built-in flash players and Adobe will cause a conflict. Install the plugin only. Not the ActiveX.

Flash Player Version: Version 26.0.0.137

https://get.adobe.com/flashplayer/ Direct link scans current system and browser Note: Other software is offered in the download. <Windows Only>

https://get.adobe.com/flashplayer/otherversions/ Step 1: Select Operating System Step 2: Select A Version (Firefox, Win IE . . . .) Note: Other software is offered in the download. <Windows Only> +++++++++++++++++++ See if there are updates for your graphics drivers https://support.mozilla.org/en-US/kb/upgrade-graphics-drivers-use-hardware-acceleration

The first report talks about you having an outdated flash player. Process Type plugin (web) Filename: NPSWF32_18_0_0_232.dll Update your Flash Player '''Note: Windows users''' should download the '''ActiveX''' for ''Internet Explorer.'' '''and''' the '''plugin''' for ''Plugin-based browsers'' (like Firefox). '''Note: Windows 8 and Windows 10''' have built-in flash players and Adobe will cause a conflict. Install the plugin only. Not the ActiveX. Flash Player Version: '''Version 26.0.0.137 ''' https://get.adobe.com/flashplayer/ Direct link scans current system and browser '''Note: Other software''' is offered in the download. <Windows Only> https://get.adobe.com/flashplayer/otherversions/ Step 1: Select Operating System Step 2: Select A Version (Firefox, Win IE . . . .) '''Note: Other software''' is offered in the download. <Windows Only> +++++++++++++++++++ See if there are updates for your graphics drivers https://support.mozilla.org/en-US/kb/upgrade-graphics-drivers-use-hardware-acceleration