Hi

As a first step, I would recommend the guidance that can be found here.

Further to this, in order to assist you better, please follow the steps below to provide us crash IDs to help us learn more about your crash.

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

1. Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
2. 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.

Thank you for your help. I did go through the suggested steps in the link. Still can not figure it out.

I did not find any Crash Report ID with bp- Here are a few from each day recently. e686c562-83bb-436b-99b8-7019795b2545 7/24/17 4:53 PM 7b02154b-9786-4f10-a783-e48a580e82ec 7/24/17 4:52 PM 3a8af0eb-e7c0-4a77-aed0-ef07eee3cd79 7/24/17 4:51 PM 3251e2ea-af32-493a-b70e-f8cc9456139a 056566cc-3fe3-4332-a3d5-979afac179ad 7/22/17 3:54 PM bac20b65-c8f1-4e8b-ad69-d2550ac390e4 7/22/17 3:54 PM d19c7017-bebf-4222-82bc-b9d2dd04a5dc 7/22/17 3:53 PM 8574cf4a-ae33-4003-934b-9426f8bd7bce 7/22/17 3:51 PM

b3e81473-1910-402c-907e-d8a9ff2d6c0b 7/11/17 8:23 PM f903b8aa-8669-44d0-8feb-33f8af736d0e 7/11/17 8:23 PM 35b470af-2edb-4e04-a0a6-ec5bde7bdfd2 7/11/17 4:58 PM aeee37ba-b4ee-4e39-a81e-b60ab867f2ab 7/11/17 4:58 PM

They need to be in html for us to open them ( I think)

Hi   ! Would you please take a look at the article :

Adobe Flash plugin has crashed - Prevent it from happening again

I did everything there that is recommended. If we can figure out why HTML5 works but not the non, that would be key to figuring out what is the problem.

If a line on the about:crashes page doesn't start with "bp-" then click the line to submit the report and the link will be updated and gets a "bp-" prefix if the report is submitted successfully.

• please do not add the "bp-" prefix yourself

You could try the 64 bit Firefox version to see if that works better.

• https://www.mozilla.org/en-US/firefox/all/

You need to uninstall the 32 bit Firefox version.

• https://support.mozilla.org/en-US/kb/en-US/kb/switch-32-bit-64-bit

Oh I did not see the bp- because I only looked at top where it did say unreported. Here are reported. bp-fd903986-b6ee-430c-a466-775210170726 7/26/17 12:36 AM bp-0e4343c8-6fce-4eb1-a218-094c90170726 7/26/17 12:36 AM bp-7778f2f8-6db8-4f5f-b88b-441e30170726 7/26/17 12:35 AM bp-98305e15-3f22-42bc-b493-98f200170726 7/26/17 12:35 AM bp-d993fb7b-c5ba-4042-b85f-aecb10170726 7/26/17 12:34 AM bp-84048bc6-5d3c-47ea-889c-2f0381170724 7/23/17 11:53 PM bp-b58e9b5b-f9c7-4e2e-a5e7-868101170723 7/23/17 6:18 PM bp-0d8292f7-5d81-4d90-ac81-238be1170723 7/23/17 10:55 AM bp-2334b8f0-af53-4287-ae80-84c191170723 7/23/17 9:44 AM

I will also uninstall and reinstall 64 bit as you suggested.

Thanks so much.

Crash Reason EXCEPTION_BREAKPOINT

Below has been used to previously fix this issue.

Try this : Start Firefox In Safe Mode https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Type about:preferences<Enter> in the address bar Select Advanced > General. Look for and turn off Use Hardware Acceleration. Restart Firefox

Please let us know if this solved your issue or if need further assistance.

I can not believe how upsetting computer use can be and then a small step and it is solved. I simply did as cor-el told me and uninstalled the flash I had and reinstalled the 64 bit from the site https://www.mozilla.org/en-US/firefox/all/ Pretty sure all is OK but I do not see the add-on that was there before and no other add-on that says flash there at all. Afraid to see when it updates. But I can not complain now.

mikeg144 said

I simply did as cor-el told me and uninstalled the flash I had

Are you sure about that  ? You uninstalled Flash, but didn't reinstall it  ?

and reinstalled the 64 bit from the site https://www.mozilla.org/en-US/firefox/all/

You downloaded the 64-bit Firefox version using that link, but not Flash .....

I do not see the add-on that was there before

If you uninstalled it and did not reinstall it, you won't see it listed in the Add-ons Manager ......

I did go to control panel - programs - uninstall adobe flash player. Then went to that download site and downloaded the adobe flash player for 64 bit windows.

I was referring to shockwave that does not appear in the add-ons (tools)

mikeg144 said

I did go to control panel - programs - uninstall adobe flash player. Then went to that download site and downloaded the adobe flash player for 64 bit windows.

Which link did you use to download Flash  ?

(I don't see cor-el suggesting that you'd uninstall Flash though )

The link that cor-el gave you is to download Firefox :

https://www.mozilla.org/en-US/firefox/all/

The second link cor-el gave you unfortunately doesn't work, but this one does :

https://support.mozilla.org/en-US/kb/switch-32-bit-64-bit

I was referring to shockwave that does not appear in the add-ons (tools)

That's what I was referring to as well : If you haven't reinstalled Flash, Shockwave Flash won't show up in the add-ons manager .....

As you have uninstalled Flash - if you really need it (unfortunately some websites till use it), you can download it from here :

https://get.adobe.com/flashplayer/