Hello,

The Refresh feature (called "Reset" in older Firefox versions) can fix many issues by restoring Firefox to its factory default state while saving your bookmarks, history, passwords, cookies, and other essential information.

Note: When you use this feature, you will lose any extensions, toolbar customizations, and some preferences. See the Refresh Firefox - reset add-ons and settings article for more information.

To Refresh Firefox:

1. Open the Troubleshooting Information page using one of these methods:
   • Click the menu button , click help and select Troubleshooting Information. A new tab containing your troubleshooting information should open.
   • If you're unable to access the Help menu, type about:support in your address bar to bring up the Troubleshooting Information page.
2. At the top right corner of the page, you should see a button that says "Refresh Firefox" ("Reset Firefox" in older Firefox versions). Click on it.
3. Firefox will close. After the refresh process is completed, Firefox will show a window with the information that is imported.
4. Click Finish and Firefox will reopen.

Did this fix the problem? Please report back to us!

Thank you.

Hi! No it didn't solve my problem. I can get to the troubleshooting page but cannot click on Refresh Firefox... It always crashes BEFORE.

Please help !! I need to work !!!

OK, so I tried again and managed to do the refresh (by clicking very fast!) and I did it. But my Firefox is still crashing.

These crash reports are all in mp4_demuxer. Do you have a tab open playing videos when the crash happens?

No. I mostly have Facebook open. And any other website, it always crashes.

Can you post your troubleshooting information?

• https://support.mozilla.org/en-US/kb/use-troubleshooting-information-page-fix-firefox

As a test you can try to disable MP4 support by setting media.apple.mp4.enabled to false on the about:config page to see if that has effect.

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.

• http://kb.mozillazine.org/about:config

Troubleshooting info:

Application Basics

Name: Firefox Version: 53.0 Build ID: 20170413192749 Update Channel: release User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.12; rv:53.0) Gecko/20100101 Firefox/53.0 OS: Darwin 16.5.0 Multiprocess Windows: 1/1 (Enabled by default) Safe Mode: false

Crash Reports for the Last 3 Days

Report ID: bp-9d75c209-d4ef-4444-bd52-2474f1170501 Submitted: 2 days ago

Report ID: bp-91a367e1-c2a6-4c3e-8228-043a90170501 Submitted: 2 days ago

All Crash Reports

Extensions

Name: Application Update Service Helper Version: 2.0 Enabled: true ID: aushelper@mozilla.org

Name: Multi-process staged rollout Version: 1.14 Enabled: true ID: e10srollout@mozilla.org

Name: Pocket Version: 1.0.5 Enabled: true ID: firefox@getpocket.com

Name: Web Compat Version: 1.0 Enabled: true ID: webcompat@mozilla.org

Name: Adobe Acrobat DC - Create PDF Version: 15.01.04 Enabled: false ID: web2pdfextension@web2pdf.adobedotcom

Graphics

Features Compositing: OpenGL Asynchronous Pan/Zoom: wheel input enabled WebGL Renderer: NVIDIA Corporation -- NVIDIA GeForce GTX 780M OpenGL Engine WebGL2 Renderer: NVIDIA Corporation -- NVIDIA GeForce GTX 780M OpenGL Engine Audio Backend: audiounit GPU #1 Active: Yes Vendor ID: 0x10de Device ID: 0x119e

Diagnostics AzureCanvasAccelerated: 1 AzureCanvasBackend: skia AzureContentBackend: skia AzureFallbackCanvasBackend: none TileHeight: 1024 TileWidth: 1024

Important Modified Preferences

browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.frecency_experiment: 1 browser.download.importedFromSqlite: true browser.places.smartBookmarksVersion: 8 browser.sessionstore.upgradeBackup.latestBuildID: 20170413192749 browser.startup.homepage_override.buildID: 20170413192749 browser.startup.homepage_override.mstone: 53.0 browser.tabs.remote.autostart.2: true browser.urlbar.daysBeforeHidingSuggestionsPrompt: 3 browser.urlbar.lastSuggestionsPromptDate: 20170502 extensions.lastAppVersion: 53.0 media.gmp-gmpopenh264.abi: x86_64-gcc3 media.gmp-gmpopenh264.lastUpdate: 1493750752 media.gmp-gmpopenh264.version: 1.6 media.gmp-manager.buildID: 20170413192749 media.gmp-manager.lastCheck: 1493750752 media.gmp-widevinecdm.abi: x86_64-gcc3 media.gmp-widevinecdm.lastUpdate: 1493750755 media.gmp-widevinecdm.version: 1.4.8.903 media.gmp.storage.version.observed: 1 network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.history.expiration.transient_current_max_pages: 107468 plugin.disable_full_page_plugin_for_types: application/pdf security.sandbox.content.tempDirSuffix: {664ac7ed-150c-b942-afa4-640b5bc13516}

Important Locked Preferences

Places Database

JavaScript

Incremental GC: true

Accessibility

Activated: false Prevent Accessibility: 0

Library Versions

NSPR Expected minimum version: 4.13.1 Version in use: 4.13.1

NSS Expected minimum version: 3.29.5 Version in use: 3.29.5

NSSSMIME Expected minimum version: 3.29.5 Version in use: 3.29.5

NSSSSL Expected minimum version: 3.29.5 Version in use: 3.29.5

NSSUTIL Expected minimum version: 3.29.5 Version in use: 3.29.5

Experimental Features

Sandbox

Content Process Sandbox Level: 1

Hi again, I disabled media.apple.mp4.enabled but Firefox crashed again... :( :( I think it's when I watch videos on Facebook or youtube. For the moment, just the TAB is crashing. But before it was the whole Firefox crashing.

HELP !! Hello, no one can help me?