Firefox crashes
Firefox updated this morning & has crashed a dozen times since (including while making this report)! Is the new update full of bugs? Anyway, here is the detail in the report:
AdapterDeviceID: 0x0a16 AdapterDriverVersion: 20.19.15.4331 AdapterSubsysID: 380d17aa AdapterVendorID: 0x8086 Add-ons: %7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:45.0,marcoagpinto%40mail.telepac.pt:2.33,loop%40mozilla.org:0.1,%7B82AF8DCA-6DE9-405D-BD5E-43525BDAD38A%7D:8.0.0.9103,langpack-en-GB%40firefox.mozilla.org:45.0 AddonsShouldHaveBlockedE10s: 1 AvailablePageFile: 4689248256 AvailablePhysicalMemory: 4354969600 AvailableVirtualMemory: 3574476800 BIOS_Manufacturer: LENOVO BlockedDllList: BreakpadReserveAddress: 269025280 BreakpadReserveSize: 67108864 BuildID: 20160303134406 CrashTime: 1457531651 EMCheckCompatibility: true EventLoopNestingLevel: 1 FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1457521635 Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x0a16, AdapterSubsysID: 380d17aa, AdapterDriverVersion: 20.19.15.4331 Has dual GPUs. GPU #2: AdapterVendorID2: 0x10de, AdapterDeviceID2: 0x1140, AdapterSubsysID2: 380d17aa, AdapterDriverVersion2: 10.18.13.5362DWrite? DWrite+ D2D1.1? D2D1.1+ D2D? D2D1.1V? D2D1.1V+ D2D+ D3D11 Layers? D3D11 Layers+ WebGL? EGL? EGL+ GL Context? GL Context+ WebGL+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SafeMode: 0 SecondsSinceLastCrash: 246 StartupTime: 1457531412 SystemMemoryUsePercentage: 48 TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86","buildId":"20160303134406","version":"45.0","vendor":"Mozilla","platformVersion":"45.0","xpcomAbi":"x86-msvc","hotfixVersion":"20160106.01"},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":8084,"virtualMaxMB":4096,"cpu":{"count":4,"cores":2,"vendor":"GenuineIntel","family":6,"model":69,"stepping":1,"l2cacheKB":256,"l3cacheKB":4096,"speedMHz":2594,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2"]},"os":{"name":"Windows_NT","version":"10.0","locale":"en-GB","servicePackMajor":0,"servicePackMinor":0,"installYear":2015},"hdd":{"profile":{"model":"ST1000LM024 HN-M101MBB","revision":"2BA30001"},"binary":{"model":"ST1000LM024 HN-M101MBB","revision":"2BA30001"},"system":{"model":"ST1000LM024 HN-M101MBB","revision":"2BA30001"}},"gfx":{"D2DEnabled":true,"DWriteEnabled":true,"adapters":[{"description":"Intel(R) HD Graphics Family","vendorID":"0x8086","deviceID":"0x0a16","subsysID":"380d17aa","RAM":null,"driver":"igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32","driverVersion":"20.19.15.4331","driverDate":"11-18-2015","GPUActive":true},{"description":"NVIDIA GeForce 820M","vendorID":"0x10de","deviceID":"0x1140","subsysID":"380d17aa","RAM":2048,"driver":"nvd3dumx,nvwgf2umx,nvwgf2umx,nvwgf2umx nvd3dum,nvwgf2um,nvwgf2um,nvwgf2um","driverVersion":"10.18.13.5362","driverDate":"7-22-2015"}],"monitors":[{"screenWidth":1920,"screenHeight":1080,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"d3d11","d3d11":{"status":"available","version":45312,"warp":false,"textureSharing":true,"blacklisted":false},"d2d":{"status":"available","version":"1.1"}}},"isWow64":true},"settings":{"blocklistEnabled":true,"e10sEnabled":false,"telemetryEnabled":false,"isInOptoutSample":false,"locale":"en-US","update":{"channel":"release","enabled":true,"autoDownload":true},"userPrefs":{"browser.cache.disk.capacity":358400,"browser.newtabpage.enhanced":true,"browser.startup.homepage":"<user-set>","browser.startup.page":3},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":true},"profile":{"creationDate":16537,"resetDate":16820},"addons":{"activeAddons":{"loop@mozilla.org":{"blocklisted":false,"description":"Web sharing for Firefox","name":"Firefox Hello Beta","userDisabled":false,"appDisabled":false,"version":"0.1","scope":1,"type":"extension","foreignInstall":false,"hasBinaryComponents":false,"installDay":16869,"updateDay":16869},"{82AF8DCA-6DE9-405D-BD5E-43525BDAD38A}":{"blocklisted":false,"description":"Read a good article? Now you can chat about it on Skype by sharing the web page directly into your c","name":"Skype","userDisabled":false,"appDisabled":false,"version":"8.0.0.9103","scope":4,"type":"extension","foreignInstall":true,"hasBinaryComponents":false,"installDay":16806,"updateDay":16806,"signedState":2}},"theme":{"id":"{972ce4c6-7e08-4474-a285-3208198ce6fd}","blocklisted":false,"description":"The default theme.","name":"Default","userDisabled":false,"appDisabled":false,"version":"45.0","scope":4,"foreignInstall":false,"hasBinaryComponents":false,"installDay":16806,"updateDay":16869},"activePlugins":[{"name":"QuickTime Plug-in 7.7.7","version":"7.7.7.0","description":"The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more ","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/sdp","application/x-sdp","application/x-rtsp","video/quicktime","video/flc","audio/x-wav","audio/wav"],"updateDay":16618},{"name":"QuickTime Plug-in 7.7.7","version":"7.7.7.0","description":"The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more ","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["audio/aiff","audio/x-aiff","audio/basic","audio/mid","audio/vnd.qcelp","audio/x-gsm","audio/amr","audio/aac"],"updateDay":16618},{"name":"QuickTime Plug-in 7.7.7","version":"7.7.7.0","description":"The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more ","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["audio/x-aac","audio/x-caf","audio/x-ac3","video/x-mpeg","video/mpeg"],"updateDay":16618},{"name":"QuickTime Plug-in 7.7.7","version":"7.7.7.0","description":"The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more ","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["audio/mpeg","audio/x-mpeg","video/3gpp","audio/3gpp","video/3gpp2","audio/3gpp2","video/sd-video"],"updateDay":16618},{"name":"QuickTime Plug-in 7.7.7","version":"7.7.7.0","description":"The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more ","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-mpeg","video/mp4","audio/mp4","audio/x-m4a","audio/x-m4p","audio/x-m4b","video/x-m4v"],"updateDay":16618},{"name":"Adobe Acrobat","version":"15.10.20056.36345","description":"Adobe PDF Plug-In For Firefox and Netscape 15.10.20056","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/pdf","application/vnd.adobe.pdfxml","application/vnd.adobe.x-mars","application/vnd.fdf","application/vnd.adobe.xfdf","application/vnd.adobe.xdp+xml","application/vnd.adobe.xfd+xml"],"updateDay":16787},{"name":"Google Update","version":"1.3.29.5","description":"Google Update","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-vnd.google.update3webcontrol.3","application/x-vnd.google.oneclickctrl.9"],"updateDay":16834},{"name":"Nitro PDF plugin for Firefox and Chrome","version":"9.0.5.9","description":"Nitro PDF plugin for Firefox and Chrome","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/pdf"],"updateDay":16052},{"name":"Microsoft Office 2016","version":"16.0.6528.1011","description":"The plugin allows you to have a better experience with Microsoft SharePoint","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-sharepoint","application/x-sharepoint-uc"],"updateDay":16835},{"name":"Silverlight Plug-In","version":"5.1.41212.0","description":"5.1.41212.0","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-silverlight","application/x-silverlight-2"],"updateDay":16780},{"name":"Java(TM) Platform SE 8 U73","version":"11.73.2.2","description":"Next Generation Java Plug-in 11.73.2 for Mozilla browsers","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-java-applet","application/x-java-bean","application/x-java-vm","application/x-java-applet;version=1.1.1","application/x-java-bean;version=1.1.1","application/x-java-applet;version=1.1","application/x-java-bean;version=1.1","application/x-java-applet;version=1.2","application/x-java-bean;version=1.2","application/x-java-applet;version=1.1.3","application/x-java-bean;version=1.1.3","application/x-java-applet;version=1.1.2","application/x-java-bean;version=1.1.2","application/x-java-applet;version=1.3","application/x-java-bean;version=1.3","application/x-java-applet;version=1.2.2","application/x-java-bean;version=1.2.2","application/x-java-applet;version=1.2.1","application/x-java-bean;version=1.2.1","application/x-java-applet;version=1.3.1","application/x-java-bean;version=1.3.1","application/x-java-applet;version=1.4","application/x-java-bean;version=1.4","application/x-java-applet;version=1.4.1","application/x-java-bean;version=1.4.1","application/x-java-applet;version=1.4.2","application/x-java-bean;version=1.4.2","application/x-java-applet;version=1.5","application/x-java-bean;version=1.5","application/x-java-applet;version=1.6","application/x-java-bean;version=1.6","application/x-java-applet;version=1.7","application/x-java-bean;version=1.7","application/x-java-applet;version=1.8","application/x-java-bean;version=1.8","application/x-java-applet;jpi-version=1.8.0_73","application/x-java-bean;jpi-version=1.8.0_73","application/x-java-vm-npruntime","application/x-java-applet;deploy=11.73.2","application/x-java-applet;javafx=8.0.71"],"updateDay":16840},{"name":"Java Deployment Toolkit 8.0.730.2","version":"11.73.2.2","description"
Chosen solution
hi, unfortunately those crashes appear to be caused by trusteer rapport which is running on your device and hooking into firefox - please check that you are fully updated there or temporarily disable/uninstall that software for the moment.
please also get in contact with trusteer's support which are usually very quick to respond and fix issues like this: https://trusteer.secure.force.com/PKB/articles/en_US/FAQ/browser-crashes
Read this answer in context 👍 2All Replies (5)
Chosen Solution
hi, unfortunately those crashes appear to be caused by trusteer rapport which is running on your device and hooking into firefox - please check that you are fully updated there or temporarily disable/uninstall that software for the moment.
please also get in contact with trusteer's support which are usually very quick to respond and fix issues like this: https://trusteer.secure.force.com/PKB/articles/en_US/FAQ/browser-crashes
We can, unfortunately, never guarantee updates to be bug free. Please provide us with just the crash IDs starting with bp- the forum software changes those to links after they are posted.
- See Troubleshoot Firefox crashes (closing or quitting unexpectedly)
- Meanwhile try a clean install which involves deleting the program files (NOT the profile files)
- Does that help ?
Certain Firefox problems can be solved by performing a Clean reinstall. This means you remove your Firefox program files and then reinstall Firefox. This process does not remove your Firefox profile data (such as bookmarks and passwords), since that information is stored in a different location.
To do a clean reinstall of Firefox, please follow these steps: Note: You might want to print these steps or view them in another browser.
- Download the latest Desktop version of Firefox from mozilla.org (or choose the download for your operating system and language from this page) and save the setup file to your computer.
- After the download finishes, close all Firefox windows (or open the Firefox menu
and click the close button 
).
- Delete the Firefox installation folder, which is located in one of these locations, by default:
- Windows:
- C:\Program Files\Mozilla Firefox
- C:\Program Files (x86)\Mozilla Firefox
- Mac: Delete Firefox from the Applications folder.
- Linux: If you installed Firefox with the distro-based package manager, you should use the same way to uninstall it - see Install Firefox on Linux. If you downloaded and installed the binary package from the Firefox download page, simply remove the folder firefox in your home directory.
- Windows:
- Now, go ahead and reinstall Firefox:
- Double-click the downloaded installation file and go through the steps of the installation wizard.
- Once the wizard is finished, choose to directly open Firefox after clicking the Finish button.
More information about reinstalling Firefox can be found here.
WARNING: Do not use a third party uninstaller as part of this process. Doing so could permanently delete your Firefox profile data, including but not limited to, extensions, cache, cookies, bookmarks, personal settings and saved passwords. These cannot be easily recovered unless they have been backed up to an external device! See Back up and restore information in Firefox profiles.
Thanks Philip - I have send a message to Trusteer Rapport asking them to see if they are causing an add-on, and also Firefox, to crash.
Thanks John - If I do a clean install, will that mean I lose everything? Or does it keep the favourites, saved user IDs and passwords etc?
Sorry, am fairly un-techie... :)
If it is a Trusteer issue you do not need to bother about the clean install. I would still be interested in the crash ID but no need of that if you have already got it working by disabling Trusteer.
The clean install should keep your data including favourites/bookmarks, saved user IDs and passwords etc. To be safe I did recommend backing up the Firefox profile, because that is where all that data lives.
Trusteer often causes issues and crashes when Firefox is update, they usually update their software to work again, and you will need to obtain any such update from Trusteer.
We're sorry to hear that Firefox is crashing. In order to assist you better, please follow the steps below to provide us crash IDs to help us learn more about your crash.
- Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
- Copy the 5 most recent Report IDs that start with bp- and then go back to your forum question and paste those IDs into the "Post a Reply" box.
Note: If a recent Report ID does not start with bp- click on it to submit the report.
(Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.)
Thank you for your help!
More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.
The problem appears to be the language/dictionary add-ons. I've filed a report with Rapport so hopefully they will update it soon enough. But for now I'm just keeping Rapport disabled - no crashes since doing this. I have Norton Security, so am still protected from viruses.
Thanks for your help!