Hello,

The Refresh feature (called "Reset" in older Firefox versions) can fix many issues by restoring Firefox to its factory default state while saving your bookmarks, history, passwords, cookies, and other essential information.

Note: When you use this feature, you will lose any extensions, toolbar customizations, and some preferences. See the Refresh Firefox - reset add-ons and settings article for more information.

To Refresh Firefox:

1. Open the Troubleshooting Information page using one of these methods:
   • Click the menu button , click help and select Troubleshooting Information. A new tab containing your troubleshooting information should open.
   • If you're unable to access the Help menu, type about:support in your address bar to bring up the Troubleshooting Information page.
2. At the top right corner of the page, you should see a button that says "Refresh Firefox" ("Reset Firefox" in older Firefox versions). Click on it.
3. Firefox will close. After the refresh process is completed, Firefox will show a window with the information that is imported.
4. Click Finish and Firefox will reopen.

Did this fix the problem? Please report back to us!

Thank you.

If you have submitted crash reports then please post the IDs of one or more recent crash reports that start with "bp-".

• bp-xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx

You can find the report ID of recent crash reports "on the "Help -> Troubleshooting Information" (about:support) page".

• click the "All Crash Reports" button on this page to open the about:crashes page and see all crash reports.

Alternatively you can open about:crashes via the location/address bar.

See also:

• http://kb.mozillazine.org/Mozilla_Crash_Reporter
• https://support.mozilla.org/en-US/kb/Mozilla+Crash+Reporter

You can check for issues caused by plugins.

• set plugins to "Ask to Activate" on the about:addons page ("3-bar" menu button or Tools -> Add-ons -> Plugins)
• plugins are not affected by Firefox Safe Mode

I refreshed Firefox. No help.

This error does not create a crash report. No help.

I brought it up with add-ons disabled. Still no help. At first I thought it might be VideoDownloadHelper and deactivated that extension alone. This seemed for a moment to help on some pages like The Washington Post, but it proved only to be temporary relief -- the Post crashed numerous times this morning with the extension disabled -- and some pages, like MLB's Washington Nationals page, crash almost immediately.

And, when it is activated, VideoDownloadHelper works normally.

I am not using any third-party toolbars --- I avoid them scrupulously. This problem only started with 55.0 -- I had never seen the "Gah!" message before I updated to that version.

The problem seems to be related to embedded video, but it does not seem to affect video sites like YouTube.

The problem seems to have been solved in an unexpected way.

It was driving me nuts, but today I downloaded and installed the latest nVidia graphics driver, v 385.28 (I always keep my drivers up to date -- this was actually released August 13 but it only came through my release channel today -- I was running v. 385.12 previously).

Since that update I have gone to several of the pages that reliably crashed and none has done so. It's still early yet -- I have only been using it for a half-hour or so -- but I have not had even a single "Gah" in that time, an unprecedented interval of peace.

I was a bit hasty above. I did not have another crash throughout yesterday's session and didn't log off until after 2:00 p.m. But when I came back onto mu computer at roughly midnight, the problem began to recur, albeit less frequently.

The only difference between the two sessions was that, in the one where it appeared to be fixed, I was listening through my 2.1 speakers wired to the port on my Asus motherboard, but the problem returned when I began to listen through my Bluetooth headphones, which connect through an IOBit dongle plugged into a USB port.

One interesting thing is that no other browser is having this issue, not Edge, not Chrome, not Opera, not Safari, not old MSIE, not Cyberfox, not Tor.

I now have high confidence that the problem has something to do with my Bluetooth at some point. It is an IOGear (not IOBit) as I previously stated -- an error on my part) dongle but I cannot make out the model number (I really must get a magnifying glass for myself).

The crashes were happening reliably. I then turned off my Sony headphones, restarted my computer (which, if the headphones are not turned on, does not start the Bluetooth sound device), and the crashes stopped completely.

I read the crash reports and the headers indicated that they were linked to audio in some way. So I think I have tracked down the culprit; now if I can only discover an actual solution, complicated by the fact that I cannot presently discern the model number of my Bluetooth dongle.

While I have not actually solved this problem, I have a valid workaround now that comes very close to a full solution.

As I said, I use an IOGear GBU-521 Bluetooth dongle to connect my headphones (or anything else) to my desktop computer via Blueooth. I usually use this connection with my Sony DR-BTN200 Bluetooth headphones.

When I set up my drivers for the Bluetooth device and pair my headphones, it initially sets two audio devices for the headphones, one labeled "Headphones" which I use as my default, and one marked as "Headset" including a microphone input. In the past, I had routinely disabled the "Headset" audio device. It is not restored upon reboot or reconnection and will not reappear until reinstallation of the Bluetooth device drivers.

But, after removal and reinstallation of the Bluetooth device and its drivers, I have discovered that the Firefox crashes only occur when the "Headset" device is disabled. As long as it remains active and enabled, even if not connected, Firefox does not crash.

Note that disabling the "Headset" device does not affect any other web browser, or any version of Firefox prior to 55.0.

I am not pleased about this; I do not want a microphone enabled on my desktop. When I make a recording I do it via the sound card or line in, or a USB Mic (equivalent) like my Ion turntable. But as long as the "Headset" device remains enabled, Firefox 55.x remains completely stable, so I suppose I have to live with it.