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 keeps slow down and crash when watching Facebook video or browsing websites extensively.

  • 14 uphendule
  • 5 zinale nkinga
  • Igcine ukuphendulwa ngu C.P. Tan

more options

I'm using Firefox V53.0.3 (32 bit) on a Windows 10 laptop (V 1607, Build 14939.1198).

Firefox will start to slow down in page scrolling, hang and then crashes when one the following is perform:

1. Play any video in Facebook.

Video loading is almost always stuttering even when Internet speed is normal. During buffering, Firefox will slow in responding to page scrolling, then hang for less than a minute before shut down itself.

Sometime it asked about sending a crash report, while sometime it said it was unable to create one.

2. Plain browsing and scrolling down certain websites like Facebook (no watching any video) and 9gag.

When browse and scroll extensively, with the right scrolling bar minimized to the smallest size and reached almost the bottom of the column, loading becomes slows down even when internet speed is normal. Firefox will then behave as describe in (1).

P/S: Situation (1) and (2) cannot be reproduced in Youtube and Twitter, respectively.

P/S/S: Have installed and been using the same Firefox browser for years, the problems only developed recently.

I tried refresh and reset Firefox, but it won't helped.

Pls advice. Thanks.

Okulungisiwe ngu C.P. Tan

All Replies (14)

more options

See if there are updates for your graphics drivers

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.


For more help on crash reports, see;

more options

I tried updated my Intel HD driver. But I'm not sure if that would helped or not.

And here are the recent submitted crashed reports:

bp-f1eb8b32-64d6-44d8-8d2b-d519d0170601 6/2/17 1:55 AM bp-9fee5640-17e7-4fe8-8dfc-cd93a1170531 5/31/17 10:33 PM bp-a6fd5a2f-6b8f-4983-90aa-e8b8c1170526 5/26/17 8:35 PM bp-8a9f8624-7c01-41c9-aaf5-49cfa0170521 5/21/17 11:34 PM bp-da3d49eb-2a71-4c96-a557-f96a61170513 5/13/17 7:46 PM bp-70373f39-abb3-47ff-8263-2fe1d1170508 5/8/17 9:14 PM bp-5d5fd759-d8c4-41cb-873e-28d4e1170508 5/8/17 8:41 PM bp-a832189d-7278-4426-9334-fa70b1170505 5/5/17 10:37 PM bp-12f43c49-6713-4491-972e-b20b10170504 5/5/17 12:30 AM

That's all. Thank you.

more options

Product Firefox Release Channel release Version 50.1.0 Build ID 20161208153507 OS Windows 10 OS Version 10.0.14393

Why are you using an old version of Firefox?

bp-f1eb8b32-64d6-44d8-8d2b-d519d0170601 Signature: __RTDynamicCast

Process Type; plugin (web) Astro on the Go video player browser plugin Version:

npAstroBrowserPlugin.dll = Go video player browser

mbae.dll = Malwarebytes Anti-Exploit

voAdaptiveStreamHLS.DLL = StofaWebTvPlayer = Stofa A/S

voSourceIO.DLL = StofaWebTvPlayer = Stofa A/S

voAdaptiveStreamController.DLL = StofaWebTvPlayer = Stofa A/S

voDRM_Verimatrix_AES128.DLL = StofaWebTvPlayer = Stofa A/S

vompEngn.dll = StofaWebTvPlayer = Stofa A/S

voOSEng.dll = StofaWebTvPlayer = Stofa A/S

voOSSource.DLL = StofaWebTvPlayer = Stofa A/S

Check Malwarebytes for updates. If there is still a problem, disable it.

Check ALL programs listed above for updates.

more options

Product Firefox Release Channel release Version 53.0.3 Build ID 20170518000419 OS Windows 10 OS Version 10.0.14393

bp-9fee5640-17e7-4fe8-8dfc-cd93a1170531 bp-a6fd5a2f-6b8f-4983-90aa-e8b8c1170526

Signature: OOM | small

Attention Sumo's there are 40 related bug reports

IPSEng32.dll = Symantec Intrusion Detection

FileSyncShell.dll = Microsoft OneDrive = Microsoft Corporation

Note: The crash report shows this file; ShellExtX32.dll = MEGAsync or = unknown Most antivirus programs identify ShellExtX32.dll as malware None of the anti-virus scanners at VirusTotal reports anything malicious about ShellExtX32.dll

You may have ad/mal-ware. Further information can be found in this article;

Run most or all of the listed malware scanners. Each works differently. If one program misses something, another may pick it up.

more options

- I'm using the latest firefox before I posted this. You maybe looking at my older log file.

- Malwarebytes is latest and it's no active coz I'm using the free version.

- Tried Adwcleaner, Malwarebytes and Norton Security Full Scan, no detection of ad/malware.

Btw, recently I couldn't update status via Facebook. Every time I clicked on the status box, the status box will disappear after a few seconds before I can post update. Is this a known issue?


more options

Now and then run Malwarebytes. Just make sure to update it first (program and files).

more options

Yes, I updated Malwarebytes. It detected some PUP extension in firefox and I removed it... but that extension is actually part of an addon I got from Firefox store.

more options

Firefox store? Did you mean the add-ons site?

Okulungisiwe ngu FredMcD

more options

Yes, the add-ons site.

more options

What was flagged?

more options


-Log Details- Scan Date: 6/3/17 Scan Time: 11:12 AM Logfile: Administrator: Yes

-Software Information- Version: Components Version: 1.0.103 Update Package Version: 1.0.2076 License: Free

-System Information- OS: Windows 10 CPU: x64 File System: NTFS User: INSPIRON15R\DELLN

-Scan Summary- Scan Type: Threat Scan Result: Completed Objects Scanned: 399331 Time Elapsed: 6 min, 9 sec

-Scan Options- Memory: Enabled Startup: Enabled Filesystem: Enabled Archives: Enabled Rootkits: Disabled Heuristics: Enabled PUP: Enabled PUM: Enabled

-Scan Details- Process: 0 (No malicious items detected)

Module: 0 (No malicious items detected)

Registry Key: 0 (No malicious items detected)

Registry Value: 1 PUP.Optional.VulnerableDellSystemDetect, HKU\S-1-5-21-3159193169-1526805537-450895470-1001\SOFTWARE\MICROSOFT\WINDOWS\CURRENTVERSION\RUN|DELLSYSTEMDETECT, Quarantined, [15452], [251680],1.0.2076

Registry Data: 0 (No malicious items detected)

Data Stream: 0 (No malicious items detected)

Folder: 0 (No malicious items detected)


Physical Sector: 0 (No malicious items detected)


Okulungisiwe ngu C.P. Tan

more options
more options

That is an OOM (out-of-memory) crash report where not enough free memory is available and Firefox crashes when it can't allocate memory.

a74c17fc-8a84-4bc5-a72d-24c041170604: Available Virtual Memory 342,880,256 bytes (327 MB) Available Page File 795,328,512 bytes (758.48 MB) Available Physical Memory 85,999,616 bytes (82.02 MB) System Memory Use Percentage 97

9fee5640-17e7-4fe8-8dfc-cd93a1170531: Available Virtual Memory 338,386,944 bytes (322.71 MB) Available Page File 1,151,201,280 bytes (1.07 GB) Available Physical Memory 1,607,127,040 bytes (1.5 GB) System Memory Use Percentage 61

Start Firefox in Safe Mode to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if hardware acceleration is causing the problem.

  • switch to the DEFAULT theme: "3-bar" menu button or Tools -> Add-ons -> Appearance
  • do NOT click the "Refresh Firefox" button on the Safe Mode start window

When multi-process windows in Firefox is enabled then Firefox will use more memory and may be less responsive. Try to disable multi-process windows in Firefox to see if that has effect.

You can disable multi-process windows in Firefox by setting these prefs to false on the about:config page.

  • browser.tabs.remote.autostart = false
  • browser.tabs.remote.autostart.2 = false

You can open the about:config page: via the location/address bar. You can accept the warning and click "I'll be careful" to continue.

more options

Rather then enter into safe mode, I re-install Windows 10 (for some other reason), and of course, Firefox. I will try safe mode again when I have the time.

Then, I tried disable multi-process... watched one 5 minutes video on Facebook, open Google tab, and a Wikipedia page... Firefox slowed down and I decided to close all tab except Wikipedia.

I then checked Task Manager for memory consumption, the memory consumption continue to increase even with 1 tab left, up to 2 GB and going... I've no choice but to close Firefox immediately and re-open it to post this reply.