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Firefox Crashes on startup — MOZ_CRASH(Using observer service off the main thread!)

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  • 1 inale nkinga
  • 19 views
  • Igcine ukuphendulwa ngu jpfpf

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Hello –

Firefox suddenly started crashing on startup and continues to do so every attempt — Mozilla Crash Reporter appears and MozCrashReason = MOZ_CRASH(Using observer service off the main thread!).

Same crash on startup in Safe Mode. Also attempted all troubleshooting steps on Mozilla support with no luck, and haven't been able to find any existing community threads that seem to address it. Also attempted complete uninstall/reinstall.

Any help getting this sorted out will be greatly appreciated. Thank you.


Crash Report:

AdapterDeviceID: 0x67ef AdapterVendorID: 0x1002 Add-ons: formautofill%40mozilla.org:1.0,screenshots%40mozilla.org:35.0.0,webcompat%40mozilla.org:3.0.0 BuildID: 20190124174741 ContentSandboxCapable: 1 ContentSandboxLevel: 3 CrashTime: 1548792850 DOMIPCEnabled: 1 EMCheckCompatibility: true FramePoisonBase: 9223372036600930304 FramePoisonSize: 4096 InstallTime: 1548792848 MozCrashReason: MOZ_CRASH(Using observer service off the main thread!) Notes: FP(D00-L1000-W00000000-T000) WR? WR- OMTP? OMTP+4 GL Layers? GL Context? GL Context+ GL Layers+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SafeMode: 0 SecondsSinceLastCrash: 851407 StartupCrash: 0 StartupTime: 1548792848

TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86-64","buildId":"20190124174741","version":"65.0","vendor":"Mozilla","displayVersion":"65.0","platformVersion":"65.0","xpcomAbi":"x86_64-gcc3","updaterAvailable":true},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":16384,"virtualMaxMB":null,"cpu":{"count":8,"cores":4,"vendor":"GenuineIntel","family":6,"model":94,"stepping":3,"l2cacheKB":256,"l3cacheKB":6144,"speedMHz":2600,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2","hasAVX","hasAVX2","hasAES"]},"os":{"name":"Darwin","version":"18.2.0","locale":"en-US"},"hdd":{"profile":{"model":null,"revision":null},"binary":{"model":null,"revision":null},"system":{"model":null,"revision":null}},"gfx":{"D2DEnabled":null,"DWriteEnabled":null,"ContentBackend":"Skia","adapters":[{"description":null,"vendorID":"0x1002","deviceID":"0x67ef","subsysID":null,"RAM":null,"driver":null,"driverVersion":null,"driverDate":null,"GPUActive":true}],"monitors":[{"screenWidth":2560,"screenHeight":1440,"scale":2},{"screenWidth":1680,"screenHeight":1050,"scale":2}],"features":{"compositor":"none","gpuProcess":{"status":"unused"},"wrQualified":{"status":"blocked"},"webrender":{"status":"opt-in"}}},"appleModelId":"MacBookPro13,3"},"settings":{"blocklistEnabled":true,"e10sEnabled":true,"e10sMultiProcesses":4,"telemetryEnabled":false,"locale":"en-US","update":{"channel":"release","enabled":true,"autoDownload":true},"userPrefs":{"browser.search.widget.inNavBar":false},"sandbox":{"effectiveContentProcessLevel":3},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":null},"profile":{"creationDate":17913,"firstUseDate":17913},"addons":{"activeAddons":{"formautofill@mozilla.org":{"version":"1.0","scope":1,"type":"extension","updateDay":17920,"isSystem":true,"isWebExtension":true,"multiprocessCompatible":true,"blocklisted":false,"description":null,"name":"Form Autofill","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17904},"screenshots@mozilla.org":{"version":"35.0.0","scope":1,"type":"extension","updateDay":17920,"isSystem":true,"isWebExtension":true,"multiprocessCompatible":true,"blocklisted":false,"description":"Take clips and screenshots from the Web and save them temporarily or permanently.","name":"Firefox Screenshots","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17904},"webcompat@mozilla.org":{"version":"3.0.0","scope":1,"type":"extension","updateDay":17920,"isSystem":true,"isWebExtension":true,"multiprocessCompatible":true,"blocklisted":false,"description":"Urgent post-release fixes for web compatibility.","name":"Web Compat","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17920}},"theme":{"id":"default-theme@mozilla.org","blocklisted":false,"description":"The default theme.","name":"Default","userDisabled":false,"appDisabled":false,"version":"","scope":1,"foreignInstall":false,"hasBinaryComponents":false,"installDay":0,"updateDay":0},"activePlugins":[{"name":"dummy","version":"0.1","description":"Blocklist unavailable","blocklisted":false,"disabled":true,"clicktoplay":false,"mimeTypes":["text/there.is.only.blocklist"],"updateDay":17925}],"activeGMPlugins":{"dummy-gmp":{"version":"0.1","userDisabled":false,"applyBackgroundUpdates":1}},"persona":"default-theme@mozilla.org"}}

ThreadIdNameMapping: 6:"Gecko_IOThread",7:"JS Watchdog",14:"JS Helper",10:"JS Helper",12:"JS Helper",8:"JS Helper",11:"JS Helper",13:"JS Helper",9:"JS Helper",15:"JS Helper",16:"Timer",17:"Socket Thread",19:"Cache2 I/O",20:"Cookie",22:"DOM Worker",22:"IPDL Background",24:"GMPThread",25:"Worker Launcher",26:"Compositor",27:"ImgDecoder #1",28:"ImageIO",32:"StyleThread#0",34:"StyleThread#2",33:"StyleThread#1",36:"StyleThread#4",35:"StyleThread#3",37:"StyleThread#5",49:"ImageBridgeChild",50:"ProcessHangMon",47:"Lazy Idle",48:"StreamTrans #62",48:"localStorage DB",44:"DOM Worker",

Throttleable: 1 UptimeTS: 7.01949489 Vendor: Mozilla Version: 65.0 useragent_locale: en-US

This report also contains technical information about the state of the application when it crashed.

Okulungisiwe ngu jpfpf

All Replies (20)

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

If you can't get Firefox to open, you will have to do this the hard way.

https://support.mozilla.org/en-US/kb/mozillacrashreporter Open the file browser/explorer on your computer. Note: You may have to enable Show Hidden Folders / Files. Enter this in the address bar;

Windows: %APPDATA%\Mozilla\Firefox\Crash Reports\submitted Win 7/Vista: C:\Users\<username>\AppData\Roaming\Mozilla\Firefox\Crash Reports\submitted Win XP/2000: C:\Documents and Settings\<username>\Application Data\Mozilla\Firefox\Crash Reports\submitted

Mac OS: /Users/<username>/Library/Application Support/Firefox/Crash Reports/submitted Linux: /home/<username>/.mozilla/firefox/Crash Reports/submitted

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

Copy the most recent 5-7 File Names in the folder. Post the information in the reply box.

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Thanks for your help. Here are the file names of the two files in Crash Reports/submitted:

bp-9d991518-2f0c-4d55-ac6e-f8acc0190109 bp-25e81605-62d0-4c68-9509-15eea0190109

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Product Firefox Release Channel release Version 64.0.2 Build ID 20190108160530 OS OS X 10.14 OS Version 10.14.2 18C54

bp-9d991518-2f0c-4d55-ac6e-f8acc0190109 bp-25e81605-62d0-4c68-9509-15eea0190109 Signature: nsObserverService::NotifyObservers

MOZ_CRASH Reason (Sanitized) MOZ_CRASH(Using observer service off the main thread!)

Crash Reason EXC_BAD_ACCESS / KERN_INVALID_ADDRESS

This is for Sumo's Related Bugs 1425898 RESOLVED FIXED Crash in nsObserverService::NotifyObservers

Okulungisiwe ngu FredMcD

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Let’s do a full clean re-install;

Download Firefox For All languages And Systems {web link}

Save the file. Then Close Firefox.

Using your file browser, open the Programs Folder on your computer.

Windows: C:\Program Files C:\Program Files (x86) Note: Check Both Folders

Mac: Open the "Applications" folder. https://support.mozilla.org/en-US/kb/how-download-and-install-firefox-mac

Linux: Check your user manual. If you installed Firefox with the distro-based package manager, you should use the same way to uninstall it. See Install Firefox on Linux; https://support.mozilla.org/en-US/kb/install-firefox-linux

If you downloaded and installed the binary package from the Firefox download page, simply remove the folder Firefox in your home directory. http://www.mozilla.org/firefox#desktop ++++++++++++++++++++++++++++ Look for, and remove any Mozilla or Firefox program folders. Do not remove the Mozilla Thunderbird folder if there is one.

Do Not remove any profile folders.

After rebooting the computer, run a registry scanner if you have one. Then run the installer. +++++++++++++++++++++++++++ If there is a problem, start your Computer in safe mode and try again.

http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode This shows how to Start all Computers in Safe Mode; Free Online Encyclopedia

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Thank you. I went through the steps for a full clean re-install, and unfortunately the crash persists.

Is there any other information I can provide that might shed light on the issue?

Thanks again for your help solving this.

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Start Firefox in Safe Mode {web link}

A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?


Start your Computer in safe mode with network support. Then start Firefox. Try Secure websites. Is the problem still there?

http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode Starting Any Computer In Safe Mode; Free Online Encyclopedia

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No luck with booting computer in Safe Mode; the same crash occurred.

Crashes when trying to start the application in Safe Mode, as well.

Thanks again for your continued help troubleshooting this.

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Do you have IDs from recent crashes?

The two crash reports you posted occurred on January 9th although your first post is from January 29th. The crashes could be hardware acceleration related or font related. For the latter you can check for font issues Font Book.

Try to start Firefox in Safe Mode to see if that works.

  • Mac: hold down the Options key while starting Firefox
  • Windows: hold down the Shift key while starting Firefox
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The two ID's I shared are, perhaps oddly (?), the only IDs in submitted crash reports. There are more recent files in the 'pending' folder — without 'bp-' format; .dmp and .extra file extensions — will those be of use?

If so, the most recent is 8EC5B572-48FF-4B6D-9BD8-7709592F64E9.dmp.

Attempted Safe Mode again; still crashes on launch.

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jpfpf said

There are more recent files in the 'pending' folder

Some of your crash reports weren’t sent to the Mozilla Servers.

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 Submitted crash reports, and copy them. Now go to the reply box and paste them in.

aboutcrashesFx57

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

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Thanks, that makes sense.

To clarify, the only submitted crash reports I have are the two IDs I entered earlier in the thread — bp-9d991518-2f0c-4d55-ac6e-f8acc0190109 and bp-25e81605-62d0-4c68-9509-15eea0190109 — there are no others in Library/Application Support/Firefox/Crash Reports. And unfortunately I'm unable to enter about:crashes in the address bar, since Firefox still crashes on launch.

Since the more recent pending reports have not submitted and I'm unable to open Firefox, is there another method to force-submit these unsent crash reports in the pending folder to Mozilla Servers, to obtain corresponding IDs to share with you?

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Start your Computer in safe mode with network support. Then start Firefox. Try Secure websites. Is the problem still there?

http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode Starting Any Computer In Safe Mode; Free Online Encyclopedia

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Yes, confirmed the problem is still there when rebooting my computer in Safe Mode.

I actually just tried logging in as the Guest User on my computer (normal boot), and found that Firefox opened just fine.

So, I copied the pending crash reports from my user to the Guest user and was able to submit them via Firefox about:crashes.

Here are the crash IDs for the most recent reports:

bp-5dc59d29-ed87-4bff-9f4d-da8350190211 bp-5e4c4d44-2db0-438c-b0a5-cadb70190211 bp-62fd6cef-689a-4581-9012-712cc0190211 bp-126a129a-5932-4957-962e-4a2600190211 bp-7060242b-24a3-499f-9e9d-eb2f90190211 bp-d4dd2205-6595-4960-877b-2788b0190211 bp-ddcbfc85-81ca-43d6-ad11-a036b0190211 bp-e2104520-9a81-4740-87e1-97aed0190211 bp-f51a6f23-53ee-4168-8d30-a86430190211

Thank you for your continued help.

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That was very good work. Well done.

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Product Firefox Release Channel release Version 65.0 Build ID 20190124174741 (2019-01-24) Buildhub data OS OS X 10.14 OS Version 10.14.3 18D42

bp-5dc59d29-ed87-4bff-9f4d-da8350190211 bp-5e4c4d44-2db0-438c-b0a5-cadb70190211 bp-62fd6cef-689a-4581-9012-712cc0190211 bp-126a129a-5932-4957-962e-4a2600190211 bp-7060242b-24a3-499f-9e9d-eb2f90190211

Signature: nsObserverService::NotifyObservers

MOZ_CRASH Reason (Sanitized) ; MOZ_CRASH(Using observer service off the main thread!)

Crash Reason EXC_BAD_ACCESS / KERN_INVALID_ADDRESS

This is for Sumo's Related Bugs 1425898 RESOLVED FIXED Crash in nsObserverService::NotifyObservers ++++++++++++++++++++++++++++++++++++++++++++++ bp-d4dd2205-6595-4960-877b-2788b0190211

Signature: mozilla::ipc::MessageChannel::Send | arena_t::MallocSmall | BaseAllocator::malloc

MOZ_CRASH Reason (Sanitized) ; MOZ_RELEASE_ASSERT(mWorkerThread == GetCurrentVirtualThread()) (not on worker thread!)

Crash Reason EXC_BAD_ACCESS / KERN_INVALID_ADDRESS

Okulungisiwe ngu FredMcD

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Thanks.

I tried first to create a new profile manually. 1. Deleted the profiles.ini file and launched Firefox. → Same crash occurred. 2. Renamed the profiles.ini file and launched Firefox. → Same crash occurred. 3. Renamed Firefox folder in /Library/Application Support/ and launched Firefox. → Same crash occurred.

Then I tried to manage profiles via Profile Manager. Steps: - Launched Profile Manager via /Applications/Firefox.app/Contents/MacOS/firefox-bin -P command in Terminal. 1. Profile Manager window appeared. 2. Clicked ‘Create Profile’. 3. Crashed, and Mozilla Crash Reporter window appeared.

Then I noticed in Terminal, under the Profile Manager launch command: “Can't find symbol 'GetGraphicsResetStatus’.”

Tried to launch Profile Manager again via Terminal and immediately crashed, and the same “Can't find symbol 'GetGraphicsResetStatus’” in Terminal.

So it seems that the problem is still there, but perhaps this information will help with next steps?

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I called for more help.

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Thanks for your help!

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https://support.mozilla.org/en-US/kb/update-firefox-latest-version?cache=no Did you update Firefox to the latest version 65.0.1 February 12, 2019 Fixes many issues.

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