I used Firefox for months. For the past several weeks it crashes all the time.
I can enter through Safe Mode. I have tried troubleshooting suggestions but have not found anything that works. Can't update plug-ins. Get an error 651 message. Can't update other programs (e.g, Iobit Malware Fighter; Advanced System Care) and can't use other programs (e.g., Skype) because Firefox crashes. I use Google Chrome for Internet searches, email, etc., with no problem, so I am connected. A few days ago, at the-edmeister's suggestion, I found my submitted crash reports and copied the 5 most recent but could not get back to the replay window to paste. I did save them in a folder. Today when I looked for the list of submitted crash reports, that folder was empty. Strange. I still have the 5 I had saved in a separate folder.
As additional information, I had been using I/E for years but it crashed a number of months ago. I have Win 7 and had upgraded to I/E 11. I had read they are incompatible and tried to downgrade to no avail. I was very pleased with Firefox, though, and decided I preferred it to I/E and had enjoyed it for about the last 3 months until it crashed. Google Chrome runs fine, fortunately, but I would like to get Firefox working again. What can I try next? Thank you.
I tried to allow installing the troubleshooting info but received message "Firefox prevented this site from asking you to install software on your computer."
All Replies (9)
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 paste them into your response here.
Thank you for your help!
More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.
Submitted Crash Reports Report ID Date Submitted bp-4ac4ac50-8874-4f07-9abb-6a23c2140319 3/19/2014 1:59 PM bp-4f6af8b8-e354-4fee-94ca-95e182140319 3/19/2014 1:52 PM 82f25f33-d578-402e-a474-3d7a526c090e 3/18/2014 12:15 PM 860ab01c-b6fd-4ff8-a654-9a659a6a519d 3/17/2014 7:12 PM 4e6ddac5-904c-49de-8b4b-83a11461b924 3/17/2014 10:17 AM 24bee795-ce95-49e0-bde4-8ba8ff2badc5 3/16/2014 7:44 PM 4870f9e8-dc8e-41ab-9b3a-4ae560f96131 3/16/2014 11:39 AM 9b1f647f-a0b9-4ba6-b4bd-780d8933df3a 3/16/2014 11:10 AM d6352f22-29e8-481c-a1f4-7486d37d9c3e 3/15/2014 8:21 PM bp-77d6f21b-d1a6-4bda-b685-d9e032140319 3/15/2014 8:20 PM
To the-edmeister: Above is a paste of my recent crash reports. I seemed to have had problems copying only the last 5. Thank you for any help you can give me on this matter.
Because Firefox crashes, I have been unable to go to the address bar. Finally discovered safe mode. Found the reports. All of them have been submitted with each crash but I have never received a response. When I copy the reports, the list of submitted crash reports does not save. Instead, a page noting warning and errors saves. I have tried repeatedly to paste it in the reply but have had no success. I really miss Firefox. Nothing I have tried will bring it back. It has been over a month. I would appreciate any further thoughts you may have. Thank you.
You can try to disable hardware acceleration in Firefox (you need to close and restart Firefox).
- Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"
I can only start Firefox in safe mode. I cannot find "use hardware acceleration when available" as a menu item within any category.
Did you find the Options window via the Firefox menu button or the Tools menu?
- Options > Advanced > General > Browsing: "Use hardware acceleration when available"
I have tried both. There is no "browsing," nor "Use hardware acceleration when available." Whether I go to "Tools" or "Options" I find the same menu items: General; Tabs; Content; Apps; Privacy; Security; Sync; Advanced. I click on each one individually and neither Browsing nor Use, etc. shows up.
Can you attach a screenshot that shows the Tools > Options > Advanced Window with the General tab selected?
Start Firefox in Safe Mode to check if one of the extensions (Firefox/Tools > Add-ons > Extensions) or if hardware acceleration is causing the problem (switch to the DEFAULT theme: Firefox/Tools > Add-ons > Appearance).
- Do NOT click the Reset button on the Safe Mode start window.