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65.0.1 crashing on startup

  • 3 replies
  • 1 has this problem
  • 10 views
  • Last reply by philipp

gusfranks
gusfranks
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Hello.

We have about a half dozen users (some Win7, some Win10 clean images) that are experiencing crashes on startup. If we rename/delete their profile in AppData the crash goes away for a while.

What is ODD is that the crash reports say version 62 and point to two bugs that have been fixed in subsequent versions but we are almost positive the users are on the latest 65.0.1.

Is this just reporting version 62 incorrectly or is there something else we can try? Thanks so much.

https://crash-stats.mozilla.com/report/index/04180a8a-0fac-4d6e-8ea4-e216a0190220#tab-details

Hello. We have about a half dozen users (some Win7, some Win10 clean images) that are experiencing crashes on startup. If we rename/delete their profile in AppData the crash goes away for a while. What is ODD is that the crash reports say version 62 and point to two bugs that have been fixed in subsequent versions but we are almost positive the users are on the latest 65.0.1. Is this just reporting version 62 incorrectly or is there something else we can try? Thanks so much. https://crash-stats.mozilla.com/report/index/04180a8a-0fac-4d6e-8ea4-e216a0190220#tab-details

All Replies (3)

philipp
philipp
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hello, all metadata in the crash reports point towards firefox 62 really having been in use while the crash was taking place, so you should look into that matter... the crashing problem arises when older versions of firefox access a profile that got modified by firefox 64 or later.

gusfranks
gusfranks Question owner
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Thanks for your reply.

Yes, that is what we are thinking too, the crash is coming from 62.

We have some machines that have 65.0.1 Firefox installed but an older version of Mozilla Maintenance Service at 62. We ran the maintenance installer which is in the FireFox directory and it silently upgraded to 65.0.1.

Could that have been causing this? Should that Maintenance service autoupdate?

philipp
philipp
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no, i don't think the older mozilla maintenance service would cause it - afaik it's functionality hasn't changed in ages and the version number in the system control panel is just declarative.

could you check if users perhaps have a mozilla firefox program folder containing firefox.exe somewhere within their user path? this might happen if users without admin rights are trying to run the firefox installer - then they might end up with one version that's installed in c:\program files\ and another one within c:\users....