Try to start Firefox in Safe mode. This mode disables all extensions, user customizations, hardware acceleration, etc. temporarily for diagnostic and troubleshooting. If Firefox works fine in Safe Mode, then this is likely an add-on issue. Restart Firefox in normal mode, then type "About:addons" (without the quotes) in the address bar. Disable your extensions one by one, restarting Firefox between each one, until you find the trouble maker. Once you do, you can disable that add-on and report the issue to that add-on's developer.

A few other basic trouble shooting things you can try is this: Run all Windows Updates, install all needed service packs, etc.

Update your graphics driver (Firefox uses your graphics card for some rendering, and an out of date graphics card driver can cause problems. https://support.mozilla.org/en-US/kb/how-do-i-upgrade-my-graphics-drivers.

Update all your plugins (Flash, Java, etc.): http://www.mozilla.org/plugincheck/.

Download and Install MalwareBytes Anti-Malware, run a full Scan. http://www.malwarebytes.org/. This helps check that there are no viruses on your computer causing issues. You can uninstall this program after you clean off any infections.

If ti still crashes after all that, can you give us the crash ID? Get help fixing this crash. Paste the ID into this thread.

Thanks for your answer.

How can I start Firefox in Safe mode when the first instruction is "At the top of the Firefox window, click the Firefox button, go over to the Help menu and select Restart with Add-ons Disabled.... Firefox will start up with the Firefox Safe Mode dialog."

What Firefox window is it referring to? I can't even get Firefox to open - does it mean a window accessed other than by clicking on the Firefox desktop icon?

If you read a little bit further into the article, you can see "Note: You can also start Firefox in Safe Mode by holding down the shift key while starting Firefox." This will get you into Safe Mode when you can't open the Firefox window otherwise.

Crash ID is :

bp-e2e1c5d7-de27-4699-bf9d-b41dc2120530

Thanks trying that now

OK Tried that and the programme opens but then hangs (not responding). When I close the window the crash reporter comes up. So it looks like it won't start in safe mode either?

Ok, try running through all my other steps, and let me know if it stills acts up

Looks like a problem with Trusteer Rapport (RapportTanzan12.dll in the crash report).

• http://www.trusteer.com/support/rapport-installation-links
• http://www.trusteer.com/support/en/report-problem
• http://kb.mozillazine.org/Firefox_crashes#Trusteer_Rapport

You can try to stop Trusteer Rapport if installing the latest version doesn't help.

Start Menu > Programs > Trusteer Rapport > Stop Rapport

Hi

I tried the rest of Tylerdowner steps without success. I then stopped trusteer rapport and can now access Firefox.

Thanks for all the input, hugely appreciated! I will speak to the bank about trusteer rapport