Firefox crashes
I open Firefox, it crashes, been doing it for weeks.
Accessibility: Active AccessibilityInProcClient: 0x400 AdapterDeviceID: 0x191b AdapterDriverVersion: 22.20.16.4836 AdapterSubsysID: 07061028 AdapterVendorID: 0x8086 Add-ons: pioneer-opt-in%40mozilla.org:1.0,jid1-NIfFY2CA8fy1tg%40jetpack:3.14.0,%7Bd10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d%7D:3.1,tls13-version-fallback-rollout-bug1462099%40mozilla.org:2.0,activity-stream%40mozilla.org:2018.04.20.1103-b3b95672,aushelper%40mozilla.org:2.0,firefox%40getpocket.com:1.0.5,followonsearch%40mozilla.com:0.9.6,formautofill%40mozilla.org:1.0,onboarding%40mozilla.org:1.0,screenshots%40mozilla.org:30.1.0,webcompat%40mozilla.org:1.1,%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:60.0.1 AvailablePageFile: 10313932800 AvailablePhysicalMemory: 10246074368 AvailableVirtualMemory: 138536506261504 BIOS_Manufacturer: Dell Inc. BlockedDllList: BreakpadReserveAddress: 1999346008064 BreakpadReserveSize: 83886080 BuildID: 20180516032328 CPUMicrocodeVersion: 0xc2 ContentSandboxCapable: 1 ContentSandboxLevel: 5 CrashTime: 1527717157 DOMIPCEnabled: 1 Email: ljnovak@firstcommand.com FramePoisonBase: 9223372036600889344 FramePoisonSize: 65536 GPUProcessLaunchCount: 1 GPUProcessStatus: Running InstallTime: 1526747939 ModuleSignatureInfo: {"Cylance, Inc.":["CyMemDef64.dll"],"Microsoft Corporation":["api-ms-win-crt-runtime-l1-1-0.dll","api-ms-win-crt-string-l1-1-0.dll","api-ms-win-crt-heap-l1-1-0.dll","api-ms-win-crt-stdio-l1-1-0.dll","api-ms-win-crt-convert-l1-1-0.dll","api-ms-win-crt-locale-l1-1-0.dll","api-ms-win-crt-math-l1-1-0.dll","api-ms-win-crt-multibyte-l1-1-0.dll","api-ms-win-crt-time-l1-1-0.dll","api-ms-win-crt-filesystem-l1-1-0.dll","api-ms-win-crt-environment-l1-1-0.dll","api-ms-win-crt-utility-l1-1-0.dll","msvcp140.dll","VCRUNTIME140.dll"],"Microsoft Windows":["ws2_32.dll","crypt32.dll","tiptsf.dll","wscapi.dll","AudioSes.dll","srvcli.dll","iertutil.dll","MMDevAPI.dll","propsys.dll","mpr.dll","avrt.dll","d3d11.dll","version.dll","WinTypes.dll","winnsi.dll","dcomp.dll","wtsapi32.dll","dwmapi.dll","WINMMBASE.dll","winmm.dll","twinapi.appcore.dll","devobj.dll","ntmarta.dll","dxgi.dll","winsta.dll","rsaenh.dll","IPHLPAPI.DLL","dnsapi.dll","userenv.dll","mswsock.dll","cryptsp.dll","CRYPTBASE.DLL","sspicli.dll","sxs.dll","bcrypt.dll","msasn1.dll","profapi.dll","powrprof.dll","kernel.appcore.dll","ucrtbase.dll","SHCore.dll","KERNELBASE.dll","gdi32full.dll","win32u.dll","cfgmgr32.dll","windows.storage.dll","msvcp_win.dll","bcryptPrimitives.dll","wintrust.dll","nsi.dll","psapi.dll","gdi32.dll","combase.dll","shlwapi.dll","msctf.dll","msvcrt.dll","rpcrt4.dll","shell32.dll","oleaut32.dll","ole32.dll","kernel32.dll","user32.dll","setupapi.dll","imm32.dll","advapi32.dll","sechost.dll","clbcatq.dll","ntdll.dll"],"Mozilla Corporation":["firefox.exe","xul.dll","lgpllibs.dll","freebl3.dll","nss3.dll","nssckbi.dll","AccessibleHandler.dll","mozglue.dll","softokn3.dll","ia2marshal.dll"]} Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x191b, AdapterSubsysID: 07061028, AdapterDriverVersion: 22.20.16.4836 Has dual GPUs. GPU #2: AdapterVendorID2: 0x10de, AdapterDeviceID2: 0x139b, AdapterSubsysID2: 07061028, AdapterDriverVersion2: 21.21.13.7674FP(D00-L1000-W00001000-T000) DWrite? DWrite+ WR? WR- OMTP? OMTP+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ProxyStreamSize: 136 ProxyStreamSizeFrom: IStream::Stat ReleaseChannel: release SafeMode: 0 SecondsSinceLastCrash: 211 StartupCrash: 0 StartupTime: 1527716957 SystemMemoryUsePercentage: 39 TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86-64","buildId":"20180516032328","version":"60.0.1","vendor":"Mozilla","platformVersion":"60.0.1","xpcomAbi":"x86_64-msvc","updaterAvailable":true},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":16251,"virtualMaxMB":134217728,"cpu":{"count":8,"cores":4,"vendor":"GenuineIntel","family":6,"model":94,"stepping":3,"l2cacheKB":256,"l3cacheKB":6144,"speedMHz":2592,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2","hasAVX","hasAVX2","hasAES"]},"os":{"name":"Windows_NT","version":"10.0","locale":"en-US","servicePackMajor":0,"servicePackMinor":0,"windowsBuildNumber":14393,"windowsUBR":2248,"installYear":2017},"hdd":{"profile":{"model":"SAMSUNG SSD CM871 M.2 2280 128GB","revision":"FXT21D1Q"},"binary":{"model":"SAMSUNG SSD CM871 M.2 2280 128GB","revision":"FXT21D1Q"},"system":{"model":"SAMSUNG SSD CM871 M.2 2280 128GB","revision":"FXT21D1Q"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":true,"ContentBackend":"Skia","adapters":[{"description":"Intel(R) HD Graphics 530","vendorID":"0x8086","deviceID":"0x191b","subsysID":"07061028","RAM":null,"driver":"igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32","driverVersion":"22.20.16.4836","driverDate":"10-17-2017","GPUActive":true},{"description":"NVIDIA GeForce GTX 960M","vendorID":"0x10de","deviceID":"0x139b","subsysID":"07061028","RAM":4096,"driver":"C:\\Windows\\System32\\DriverStore\\FileRepository\\nvdm.inf_amd64_a02cb0165fe1dabb\\nvd3dumx,C:\\Windows\\System32\\DriverStore\\FileRepository\\nvdm.inf_amd64_a02cb0165fe1dabb\\nvwgf2umx,C:\\Windows\\System32\\DriverStore\\FileRepository\\nvdm.inf_amd64_a02cb0165fe1dabb\\nvwgf2umx,C:\\Windows\\System32\\DriverStore\\FileRepository\\nvdm.inf_amd64_a02cb0165fe1dabb\\nvwgf2umx C:\\Windows\\System32\\DriverStore\\FileRepository\\nvdm.inf_amd64_a02cb0165fe1dabb\\nvd3dum,C:\\Windows\\System32\\DriverStore\\FileRepository\\nvdm.inf_amd64_a02cb0165fe1dabb\\nvwgf2um,C:\\Windows\\System32\\DriverStore\\FileRepository\\nvdm.inf_amd64_a02cb0165fe1dabb\\nvwgf2um,C:\\Windows\\System32\\DriverStore\\FileRepository\\nvdm.inf_amd64_a02cb0165fe1dabb\\nvwgf2um","driverVersion":"21.21.13.7674","driverDate":"1-23-2017","GPUActive":false}],"monitors":[{"screenWidth":1920,"screenHeight":1080,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"d3d11","gpuProcess":{"status":"available"},"advancedLayers":{"status":"available"},"d3d11":{"status":"available","version":45312,"warp":false,"textureSharing":true,"blacklisted":false},"d2d":{"status":"available","version":"1.1"}}},"appleModelId":null,"isWow64":false,"sec":{"antivirus":["CylancePROTECT"],"antispyware":["CylancePROTECT"],"firewall":["Windows Firewall"]}},"settings":{"blocklistEnabled":true,"e10sEnabled":true,"e10sMultiProcesses":4,"telemetryEnabled":false,"locale":"en-US","update":{"channel":"release","enabled":true,"autoDownload":true},"userPrefs":{"browser.cache.disk.capacity":358400,"browser.search.region":"US","browser.search.widget.inNavBar":true,"browser.startup.homepage":"<user-set>","privacy.donottrackheader.enabled":true},"sandbox":{"effectiveContentProcessLevel":5},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":true,"attribution":{"campaign":"Firefox-Brand-US-GGL-Exact","content":"A144_A203_A006336","medium":"cpc","source":"google"},"defaultSearchEngine":"google-2018","defaultSearchEngineData":{"name":"Google","loadPath":"jar:[app]/omni.ja!browser/google-2018.xml","origin":"default","submissionURL":"https://www.google.com/search?q=&ie=utf-8&oe=utf-8&client=firefox-b-1"},"searchCohort":"nov17-2"},"profile":{"creationDate":17353,"resetDate":17681},"addons":{"activeAddons":{"pioneer-opt-in@mozilla.org":{"version":"1.0","scope":1,"type":"extension","updateDay":17681,"isSystem":false,"isWebExtension":true,"multiprocessCompatible":true,"blocklisted":false,"description":"Pioneer is an opt-in program that allows collection of richer data from Firefox. \n\nPioneers are will","name":"Firefox Pioneer","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17681,"signedState":2},"jid1-NIfFY2CA8fy1tg@jetpack":{"version":"3.14.0","scope":1,"type":"extension","updateDay":17681,"isSystem":false,"isWebExtension":true,"multiprocessCompatible":true,"blocklisted":false,"description":"The most popular Chrome extension, with over 40 million users! Blocks ads all over the web.","name":"AdBlock","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17681,"signedState":2},"{d10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d}":{"version":"3.1","scope":1,"type":"extension","updateDay":17681,"isSystem":false,"isWebExtension":true,"multiprocessCompatible":true,"blocklisted":false,"description":"With over 500 million downloads, Adblock Plus is one of the world's most popular ad blockers.","name":"Adblock Plus","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17681,"signedState":2},"activity-stream@mozilla.org":{"version":"2018.04.20.1103-b3b95672","scope":1,"type":"extension","updateDay":17667,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":"A rich visual history feed and a reimagined home page make it easier than ever to find exactly what ","name":"Activity Stream","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17670},"aushelper@mozilla.org":{"version":"2.0","scope":1,"type":"extension","updateDay":17667,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":"Sets value(s) in the update url based on custom checks.","name":"Application Update Service Helper","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17670},"firefox@getpocket.com":{"version":"1.0.5","scope":1,"type":"extension","updateDay":17667,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":true,"blocklisted":false,"description":"When you find something you want to view later, put it in Pocket.","name":"Pocket","userDisabled"
Chosen solution
And tech support says...............
The Firefox issue should resolve itself within the hour. The change was made, but it may take up to an hour for every device to receive the change. Please advise if issue persists. Thanks. To view the complete details of the Service Request, please go to the Self-Service Portal. This is an automated notification. Any replies will be appended to the original request.
Read this answer in context 👍 0All Replies (13)
HI, please include the bp- when submitting the files please. Follow instructions re bp- The crash report is several pages of data. We need the report numbers to see the whole report.
- 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 then go back to your forum question and paste those IDs into the "Post a Reply" box.
Note: If a recent Report ID does not start with bp- click on it to submit the report.
(Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.)
Thank you for your help!
More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.
bp-a324c323-9174-41fd-bd4f-13b6b0180530 5/30/2018 3:00 PM bp-f73aeb78-c3e0-4811-b01e-d51780180530 5/30/2018 2:49 PM bp-98ac80b4-b929-4fb1-b543-421220180530 5/30/2018 2:36 PM bp-deed4be4-6b08-40ff-84b8-f16010180530 5/30/2018 2:34 PM bp-3a1f9c6e-fc4b-4357-ac72-74d250180530 5/30/2018 2:33 PM bp-fe0e9d67-846a-4e83-8d40-9b8a30180530 5/30/2018 2:32 PM bp-10707c1d-400a-416e-9a5d-bbc9b0180530 5/30/2018 2:24 PM bp-5b90b7d8-8714-4f0e-9c38-1b67c0180530 5/30/2018 11:32 AM bp-16152fcc-0fa4-48f8-90bf-1f30c0180530 5/30/2018 11:02 AM bp-f720fb44-4179-4a8d-89d9-bfe9e0180530 5/30/2018 10:37 AM bp-52aacd48-312d-47d4-a61c-1fa190180530 5/30/2018 9:44 AM bp-624b680f-989f-4309-8b20-418330180529 5/29/2018 10:53 AM bp-ec79aaae-dd65-4026-801b-7e0300180529 5/29/2018 10:48 AM bp-8c5135bb-0719-4e00-b52b-af3220180529 5/29/2018 10:47 AM bp-5fd13b64-5c14-4234-aead-146620180529 5/29/2018 10:22 AM bp-e196aed8-7601-455c-b587-e4b600180523 5/23/2018 2:31 PM bp-cbcee188-eed0-43cf-8e9d-7c6700180522 5/22/2018 1:12 PM bp-fc7990f6-ffb1-42f7-84be-fcc360180521 5/21/2018 10:37 AM bp-3fd68031-18da-49f7-acb8-3a6450180519 5/19/2018 1:58 PM bp-c93e52ff-b188-423c-823d-f49d90180515 5/15/2018 7:02 AM
Modified by cor-el
And I can see you missed reading the part that says only need up to 5.
Just had my right knee replaced, on some pain meds
bp-a324c323-9174-41fd-bd4f-13b6b0180530 5/30/2018 3:00 PM bp-f73aeb78-c3e0-4811-b01e-d51780180530 5/30/2018 2:49 PM bp-98ac80b4-b929-4fb1-b543-421220180530 5/30/2018 2:36 PM bp-deed4be4-6b08-40ff-84b8-f16010180530 5/30/2018 2:34 PM bp-3a1f9c6e-fc4b-4357-ac72-74d250180530 5/30/2018 2:33 PM bp-fe0e9d67-846a-4e83-8d40-9b8a30180530
Product Firefox Release Channel release Version 60.0.1 Build ID 20180516032328 OS Windows 10 OS Version 10.0.14393
bp-a324c323-9174-41fd-bd4f-13b6b0180530 bp-f73aeb78-c3e0-4811-b01e-d51780180530
Signature: dgapi64.dll@0x14a048
The crash report flagged these programs;
dgapi64.dll = Digital Guardian = Verdasys, Inc
COM_Sensor64.dll = ThinkVantage Active Protection System = Lenovo
OS_Plugin64.dll = Digital Guardian Agent ?
ame_smtpsensor64.dll = Digital Guardian
ame_outlooksensor64.dll = Digital Guardian
AE_MailSensor_Plugin64.dll = Digital Guardian
Totally remove Digital Guardian. Go to its website and download the current full installer and run it.
Talked to my IT folks, we don't use Digital Guardian nor does it show in Programs and Features. They say it may be behind the scenes and they will do some research tomorrow.
Please keep us posted. Also, check out; ThinkVantage as it was flagged also.
My IT types say we don't use Digital Guardian or Think Vantage. They bumped the info up to Tier Two support.
Hi, looking at your crash report and googling one of the files that crashes confirms what Fred has mentioned : http://systemexplorer.net/file-database/file/dgapi64-dll it is a Win 7 file or can also be malware.
Pkshadow said
. . . . . or can also be malware.
Further information can be found in this article; https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-caused-malware?cache=no
Run most or all of the listed malware scanners. Each works differently. If one program misses something, another may pick it up.
Chosen Solution
And tech support says...............
The Firefox issue should resolve itself within the hour. The change was made, but it may take up to an hour for every device to receive the change. Please advise if issue persists. Thanks. To view the complete details of the Service Request, please go to the Self-Service Portal. This is an automated notification. Any replies will be appended to the original request.
Is the problem solved? If so, Please flag your last post as Solved Problem so others will know.
SOLVED!