black screen of death (ksod)
I have a new Dell Inspiron 7373 released in October 2017 with 8th generation i7 and Intel 620 graphics...
This is a new problem from sometime around (before?) the release of Quantum...
After some time using the browser, my laptop inevitably has a black screen of death (KSOD) issue where the device screen will not wake from display sleep (before the device enters sleep or hibernation) and the device must be shut off by holding the power button as the track pad or special key combinations do not work to wake the screen...
I have tried disabling hardware acceleration and uninstalling/reinstalling the Intel graphics driver (which is not testable for long since Windows Update re-installs it almost immediately, though I could try disabling wuauserv in the services manager...)
I also reinstalled Firefox and refreshed my profile, and tried running the browser in with the add-ons disabled...
...Please advise
Thank you for your time and consideration
All Replies (20)
This sounds more like the computer locked up.
Does this happen only when Firefox is running?
Start Firefox in Safe Mode {web link} by holding down the <Shift> (Mac=Options) key, and then starting Firefox.
A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?
While still in Safe Mode,
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 resent 7 - 10 crash reports, and copy them. Now go to the reply box and paste them in.
For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support +++++++++++++++++++++++ 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
Copy the most recent 5-7 File Names in the folder. Post the information in the reply box.
I only notice this problem when Firefox and or Andy Emulator is running, but not yet otherwise with my other apps... However, Firefox takes up to three days to show KSOD but Andy KSOD happens soon after the display sleeps (20 minute timeout) the first time but before the device sleeps (30 minute timeout) or hibernates (180 minute timeout).
I think I tried safe mode recently for this problem, but there is another problem that is happening where the browser will randomly freeze sometimes on my running tab and I have to force close the app and restart (this problem is also happening after reinstalling and refreshing), so I forget if it did KSOD in safe mode or not, but I can try again...
In the meantime, I have copied the first 10 crash report numbers, and if you need more there are 16 more dating back to 05-17-2018...
e3d5a84c-0ca1-4c69-9462-ab516cdcf43e Sat, 11/10/2018 7:13 PM 82e4e267-b73e-4bb4-b563-9d492c1396d3 Thu, 11/08/2018 5:15 PM 0ed593ab-9b45-4ee6-96aa-b9ec3409586f Thu, 11/08/2018 11:20 AM 42ce74b2-42e7-4ef5-926d-750975ae77de Mon, 11/05/2018 7:41 PM 8da0d046-6dd9-4c3e-85d2-0d16afefd0f8 Mon, 11/05/2018 7:29 PM b8906ba3-2f16-43e1-bfd1-b53a36f1bb63 Mon, 11/05/2018 6:10 PM a70e5dd2-27a1-41f9-9cb6-a938142537f9 Mon, 11/05/2018 12:16 PM 8817b5bb-72ca-4d24-9546-2d9305c1a5f4 Wed, 10/31/2018 1:13 PM 81f87e6f-4a70-41cd-8bbd-f623dbe350dc Mon, 10/15/2018 8:18 AM b794f317-95f1-4ae9-b0b3-ad788252010f Sat, 10/06/2018 11:59 AM
Some of the crash reports are not getting submitted when I click on them... Is there anything I can do besides enabling sending backlogged reports in the settings?
None of those crash reports were 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.
Here are the ones that were submitted by submitted date... The rest were throttled...
bp-4f66726e-e56c-4fb9-bb3f-0f2960181113 Mon, 11/12/2018 11:26 PM bp-d04b167b-5644-4423-a58e-858b70181113 Mon, 11/12/2018 11:26 PM bp-bb092dac-1d64-4d8d-86d4-068e20181113 Mon, 11/12/2018 11:25 PM bp-96d88b21-f575-4bd1-a2a6-bae760181113 Mon, 11/12/2018 11:25 PM bp-62638ac4-4529-4fab-b3b0-4c1320181113 Mon, 11/12/2018 11:24 PM bp-8e983126-3640-4b29-bff6-624d70181113 Mon, 11/12/2018 11:24 PM bp-d1493c7f-e2cd-484f-b631-93ee70181113 Mon, 11/12/2018 11:24 PM bp-7f186044-b312-455c-8dcf-e88370181113 Mon, 11/12/2018 11:24 PM bp-a6ff8155-14cb-4534-9ba4-eca160181113 Mon, 11/12/2018 11:24 PM bp-44faa4b3-e51c-4c35-a668-db6920181113 Mon, 11/12/2018 11:24 PM bp-65b63a02-6347-44df-8d81-ae78e0181113 Mon, 11/12/2018 11:23 PM bp-4c49b5e8-1d67-4895-b684-5ed790181113 Mon, 11/12/2018 11:23 PM bp-1f5fec85-2fb1-4b4b-a999-637d40181113 Mon, 11/12/2018 11:23 PM bp-b7e4857c-bb99-4b15-a53f-3ee0d0181113 Mon, 11/12/2018 11:23 PM bp-0aca199c-cf37-40bd-9eaa-2a7ba0181113 Mon, 11/12/2018 11:23 PM
Also, the device had KSOD again yesterday on display sleep the first time before device sleep/hibernation with Firefox in safe mode...
Here are four more...
bp-8b954744-bb6c-4eb7-882a-f52a90181106 Mon, 11/05/2018 7:39 PM bp-76660bb9-4532-415b-b175-7ccc70181015 Mon, 10/15/2018 8:41 AM bp-aa1ab934-7661-4cf5-bf1a-3dcfd0180917 Mon, 09/17/2018 12:34 PM bp-37c40803-8435-4de5-9329-926740180516 Wed, 05/16/2018 10:59 AM
Ok, I disabled flash in safe mode and the device has gone to sleep normally three times now, no KSOD...
Ok, I re enabled flash but now there is no KSOD as the device went to sleep normally three times...
However, the first KSOD in safe mode may not have been a KSOD because I think I may have simply tried to wake the device and force powered it off at the moment it was going to sleep, so I am going to use Firefox in safe mode for a few days to make sure that KSOD is still happening...
Product Firefox Release Channel release Version 63.0.1 Build ID 20181030165643 OS Unknown OS Version Unknown
Thu, 08 Nov 2018 16:20:35 GMT bp-4f66726e-e56c-4fb9-bb3f-0f2960181113 Signature: hang
Process Type plugin (web) Filename: NPSWF64_31_0_0_122.dll
This is for Sumo's Related Bugs 775193 RESOLVED INCOMPLETE Adobe Flash crashes frequently
710559 RESOLVED INCOMPLETE crash hang
709479 RESOLVED INCOMPLETE [@ hang] KiFastSystemCallRet <- NtUserWaitMessage <- nsBaseAppShell <- nsThread ++++++++++++++++++++++++++++++++++++++++++ bp-d04b167b-5644-4423-a58e-858b70181113 Signature: EMPTY: no crashing thread identified; unknown error
This is for Sumo's Related Bugs 1506830 RESOLVED DUPLICATE Crash in EMPTY: no crashing thread identified; unknown error
1098524 RESOLVED DUPLICATE [Everythingme] When user attempts to sign into Everything.me, Browser crashes
Product Firefox Release Channel release Version 63.0.1 Build ID 20181030165643 OS Windows 10 OS Version 10.0.17134
Thu, 01 Nov 2018 13:32:39 GMT bp-8b954744-bb6c-4eb7-882a-f52a90181106 Signature: shutdownhang | NtUserMsgWaitForMultipleObjectsEx | user32.dll@0x2031c
msctf.dll = Microsoft
user32.dll = Windows User API
ntdll.dll = Microsoft
Some of the reports were too old to be much help.
Remove your Flash Player using these links; http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-windows.html Uninstall Flash Player | Windows http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-mac-os.html Uninstall Flash Player | Mac +++++++++++++++++++++++++++++++++++++++++++++ Then re-install using these links Note: Windows users should download the ActiveX for Internet Explorer. and the plugin for Plugin-based browsers (like Firefox).
Note: Windows 8 and Windows 10 have built-in flash players and Adobe will cause a conflict. Install the plugin only. Not the ActiveX.
Flash Player Version: Version 31.0.0.122
https://get.adobe.com/flashplayer/ Direct link scans current system and browser Note: Other software is offered in the download. <Windows Only>
https://get.adobe.com/flashplayer/otherversions/ Step 1: Select Operating System Step 2: Select A Version (Firefox, Win IE . . . .) Note: Other software is offered in the download. <Windows Only> +++++++++++++++++++ See if there are updates for your graphics drivers https://support.mozilla.org/en-US/kb/upgrade-graphics-drivers-use-hardware-acceleration
Perform a System File Check to fix corrupted system files
Win 7, 8, 10, Vista: https://support.microsoft.com/en-us/kb/929833 Win XP: https://answers.microsoft.com/en-us/windows/forum/all/windows-xp-scan-and-fix-disk-errors/6fe2827a-4be6-4bc1-8083-5139b5aa3a3d
Wiki - Windows 10 System File Check http://answers.microsoft.com/en-us/windows/wiki/windows_10-update/system-file-check-sfc-scan-and-repair-system-files/bc609315-da1f-4775-812c-695b60477a93
Note: Flash player is now Version: 31.0.0.148
Ok, I verified that KSOD is happening with flash enabled in safe mode, so then I received your advice to uninstall flash and reinstall...
Also, I had already run System File Check Utility and Repair Windows System Image (DISM) too before contacting you and both were clean...
Now I am going to wait in safe mode with reinstalled flash enabled for a few days, but I still have not tried to wait a few days in safe mode with flash disabled, but I will if it still has freezing or KSOD...
Note: Adobe advises to delete the files in the following folders:
C:\Windows\system32\Macromed\Flash C:\Windows\SysWOW64\Macromed\Flash %appdata%\Adobe\Flash Player %appdata%\Macromedia\Flash Player
but on Win 10 the system32 and SysWOW64 Macromed Flash folders belong to trusted installer and the owner needs to be changed to delete them...
Then, I found after this that Flash does not have an installer for Win 10 IE (it is a preinstalled Microsoft Windows Third Party Component), so the only way to recover Flash is to wait for Windows Update or manually uninstall the update for flash player from the Windows Update History settings page (which probably should have delete the necessary files?), and then reinstall it from the Windows Update Catalog site... But, adobe did not say this on their site...
If you need more help on the flash issue, check these links;
Adobe Support https://forums.adobe.com/community/flashplayer
After Flash reinstall, KSOD is still happening in safe mode with flash enabled and with flash disabled...
I do not know if this is related to the KSOD issue, or else a security feature, but before and after the refresh and before and after verifying the integrity of my places database on about:support, my bookmarks are not being exported to a HTML file, as opening that file only shows bookmarks in the 'other bookmarks' folder, and the file is not usable to import from another browser... Also, the direct import feature from chrome, or from other browsers, does not work either, so is there a way to unlock the file or fix this?
I called for more help.
Thank you...
...do you think any Windows Defender 'exploit protection' or controlled folder access settings affect Firefox, because I have 'mandatory ASLR' enabled and can add Firefox to the customized exploit protection programs list if you guide me as to the correct settings to use?