Firefox closes (crash) after a few minutes. All troubleshooting steps done.
This is a bug that has nothing to do with the troubleshooting steps that your technicians are giving. There is something else wrong in the last version that it's causing it. I have seen that the helpers stop answering when the regular steps demonstrate don't work. It's happening with or without apps opened, in safe mode or after reset it, and even reinstalling it, with new preferences or older ones. And the worse thing is that it is not generating and submitting reports. I have use Firefox forever, and the speed dial option is my preferred. I hope you can find soon a real solution.
This is my troubleshooting info. I cannot attach it, because I am using Edge, as Firefox already closed:
Application Basics
Name: Firefox Version: 44.0.2 Build ID: 20160210153822 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 6.2; WOW64; rv:44.0) Gecko/20100101 Firefox/44.0 Multiprocess Windows: 0/1 (default: false) Safe Mode: false
Crash Reports for the Last 3 Days
All Crash Reports (including 5 pending crashes in the given time range)
Extensions
Name: IDM integration Version: 6.25.11 Enabled: true ID: mozilla_cc2@internetdownloadmanager.com
Graphics
Adapter Description: AMD Radeon HD 8400 / R3 Series Adapter Drivers: aticfx64 aticfx64 aticfx64 amdxc64 aticfx32 aticfx32 aticfx32 amdxc32 atiumd64 atidxx64 atidxx64 atiumdag atidxx32 atidxx32 atiumdva atiumd6a atitmm64 Adapter RAM: 512 Asynchronous Pan/Zoom: none ClearType Parameters: Gamma: 2200 Pixel Structure: R ClearType Level: 100 Enhanced Contrast: 400 Device ID: 0x9830 DirectWrite Enabled: false (10.0.10586.0) Driver Date: 12-4-2015 Driver Version: 15.300.1025.1001 GPU #2 Active: false GPU Accelerated Windows: 0/1 Basic (OMTC) Subsys ID: 2b0b103c Supports Hardware H264 Decoding: No; Hardware video decoding disabled or blacklisted Vendor ID: 0x1002 WebGL Renderer: Google Inc. -- ANGLE (AMD Radeon HD 8400 / R3 Series Direct3D11 vs_5_0 ps_5_0) windowLayerManagerRemote: true AzureCanvasBackend: skia AzureContentBackend: cairo AzureFallbackCanvasBackend: cairo AzureSkiaAccelerated: 0
Important Modified Preferences
accessibility.browsewithcaret: true accessibility.typeaheadfind: true browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.disk.smart_size.use_old_max: false browser.cache.frecency_experiment: 1 browser.download.importedFromSqlite: true browser.places.smartBookmarksVersion: 7 browser.sessionstore.restore_on_demand: false browser.sessionstore.upgradeBackup.latestBuildID: 20160210153822 browser.startup.homepage: https://mail.google.com/mail/u/0/#inbox browser.startup.homepage_override.buildID: 20160210153822 browser.startup.homepage_override.mstone: 44.0.2 browser.tabs.loadInBackground: false browser.tabs.remote.disabled-for-a11y: true browser.tabs.warnOnClose: false browser.urlbar.maxRichResults: 15 dom.apps.reset-permissions: true dom.ipc.plugins.flash.disable-protected-mode: true dom.mozApps.used: true extensions.lastAppVersion: 44.0.2 font.name.serif.x-western: Arial gfx.crash-guard.d3d11layers.appVersion: 44.0.2 gfx.crash-guard.d3d11layers.deviceID: 0x9830 gfx.crash-guard.d3d11layers.driverVersion: 15.300.1025.1001 gfx.crash-guard.d3d11layers.feature-d2d: true gfx.crash-guard.d3d11layers.feature-d3d11: true gfx.crash-guard.glcontext.gfx.driver-init.direct3d11-angle: true gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle: true gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-force-d3d11: false gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-force-warp: false gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-try-d3d11: true gfx.crash-guard.status.d3d11layers: 2 gfx.crash-guard.status.d3d9video: 2 gfx.crash-guard.status.glcontext: 2 gfx.direct2d.disabled: true gfx.direct3d.last_used_feature_level_idx: 0 layers.acceleration.disabled: true media.gmp-eme-adobe.abi: x86-msvc-x64 media.gmp-eme-adobe.lastUpdate: 1457378699 media.gmp-eme-adobe.version: 15 media.gmp-gmpopenh264.abi: x86-msvc-x64 media.gmp-gmpopenh264.lastUpdate: 1457378699 media.gmp-gmpopenh264.version: 1.5.3 media.gmp-manager.buildID: 20160210153822 media.gmp-manager.lastCheck: 1457378697 media.hardware-video-decoding.failed: false network.cookie.cookieBehavior: 3 network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.history.expiration.transient_current_max_pages: 104858 plugin.disable_full_page_plugin_for_types: application/pdf plugin.importedState: true privacy.donottrackheader.enabled: true privacy.sanitize.migrateClearSavedPwdsOnExit: true security.default_personal_cert: Select Automatically ui.osk.debug.keyboardDisplayReason: IKPOS: Rotation sensor not found.
Important Locked Preferences
JavaScript
Incremental GC: true
Accessibility
Activated: true Prevent Accessibility: 0
Library Versions
NSPR Expected minimum version: 4.11 Version in use: 4.11
NSS Expected minimum version: 3.21 Basic ECC Version in use: 3.21 Basic ECC
NSSSMIME Expected minimum version: 3.21 Basic ECC Version in use: 3.21 Basic ECC
NSSSSL Expected minimum version: 3.21 Basic ECC Version in use: 3.21 Basic ECC
NSSUTIL Expected minimum version: 3.21 Version in use: 3.21
Experimental Features
Here the Health report:
Firefox Health Report Raw Data
Get insights and performance information about your version of Firefox. Learn more... Privacy Policy
Data Sharing ON
You've chosen to stop sharing data with Mozilla, but you'll still be able to see how your browser is performing.
Your Health Report data will also be removed from Mozilla's servers. Learn more in our privacy policy.
You've chosen to share your data with Mozilla from time to time. Thanks for being part of our mission to build a brighter future for the Web.
Learn how we handle your data in our privacy policy. Vital Stats
version44.0.2 update channelrelease updates automatic
This Month
total sessions8 time open23 minutes application crashes0 plugin crashes2
Active Add-ons
Extensions1 Plugins3 Plugins (Click-to-Activate)1
Startup Time by Day Mar 7 0.75 1.00 1.25 1.50 1.75 2.00 2.25 Time (in seconds) Startup time helps determine how well your version of Firefox is performing. In general, faster times (i.e. less time) indicate better performance. Learn more...
Solution choisie
Thank you guys. I think that the problem is solved. I recheck my PC for malware, and it had a few adware that I thought it were eliminated before, but it were hidden into my files. Recently, I downloaded a file that filled my PC of ads. I immediately delete them, and even reviewed the registry for them. I ran my malware programs and didn't detect anything, plus the ads stopped appearing, so I thought everything was came to normality. Today, I run some of the other malware software that you suggested, and they found a lot of them hidden in my files, and even in the registry. As soon as I got rid of them, Firefox started working without close. I am writing this from Firefox, which I have had open for about half hour. Thank you so much for your assistance!
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Sorry to hear about the crashes. There are indeed cases where we run out of leads. Hopefully we'll find some in your case.
Could you describe the circumstances of the crashes in more detail? In particular:
- Does it seem to be related to any particular kind of content you're browsing?
- Are there any error messages or odd behaviors before the Mozilla Crash Reporter appears?
If you try to click the links on the about:crashes page, can the reports then be submitted? If you aren't familiar with the about:crashes page, please see: "Firefox crashes - asking for support" for tips on using that page.
This might not make any difference, but:
Is your Firefox set to runs in backwards compatibility mode for Windows 8? To double-check, you can access the Properties dialog for the shortcut. Either:
- right-click a desktop shortcut
- right-click a pinned taskbar icon, then right-click Mozilla Firefox
In the Properties dialog, click the Compatibility tab and make sure nothing is set/selected on this tab. (Screen shot attached.)
Try to start Firefox in Safe Mode to see if that works.
- Windows: hold down the Shift key while starting Firefox
- Mac: hold down the Options key while starting Firefox
You can try to disable hardware acceleration in Firefox.
- Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"
You need to close and restart Firefox after toggling this setting.
You can check if there is an update for your graphics display driver and check for hardware acceleration related issues.
Do a malware check with several malware scanning programs on the Windows computer.
Please scan with all programs because each program detects different malware. All these programs have free versions.
Make sure that you update each program to get the latest version of their databases before doing a scan.
- Malwarebytes' Anti-Malware:
http://www.malwarebytes.org/mbam.php - AdwCleaner:
http://www.bleepingcomputer.com/download/adwcleaner/
http://www.softpedia.com/get/Antivirus/Removal-Tools/AdwCleaner.shtml - SuperAntispyware:
http://www.superantispyware.com/ - Microsoft Safety Scanner:
http://www.microsoft.com/security/scanner/en-us/default.aspx - Windows Defender:
http://windows.microsoft.com/en-us/windows/using-defender - Spybot Search & Destroy:
http://www.safer-networking.org/en/index.html - Kasperky Free Security Scan:
http://www.kaspersky.com/security-scan
You can also do a check for a rootkit infection with TDSSKiller.
- Anti-rootkit utility TDSSKiller:
http://support.kaspersky.com/5350?el=88446
See also:
- "Spyware on Windows": http://kb.mozillazine.org/Popups_not_blocked
jscher2000 said
Sorry to hear about the crashes. There are indeed cases where we run out of leads. Hopefully we'll find some in your case. Could you describe the circumstances of the crashes in more detail? In particular: * Does it seem to be related to any particular kind of content you're browsing? NOIf you try to click the links on the about:crashes page, can the reports then be submitted? If you aren't familiar with the about:crashes page, please see: "Firefox crashes - asking for support" for tips on using that page. I DID THAT: DIDN'T WORK
- Are there any error messages or odd behaviors before the Mozilla Crash Reporter appears? NOTHING
This might not make any difference, but:
Is your Firefox set to runs in backwards compatibility mode for Windows 8? To double-check, you can access the Properties dialog for the shortcut. Either: 'YES '
- right-click a desktop shortcut
- right-click a pinned taskbar icon, then right-click Mozilla Firefox
In the Properties dialog, click the Compatibility tab and make sure nothing is set/selected on this tab. (Screen shot attached.)
PLEASE, SEE THE ANSWERS BESIDE THE QUESTIONS
Everything indicated has been done, and lamentably nothing work.
cor-el said
Try to start Firefox in Safe Mode to see if that works. IN SAFE MODE ALSO HAPPENS *Windows: hold down the Shift key while starting FirefoxYou can try to disable hardware acceleration in Firefox.
- Mac: hold down the Options key while starting Firefox
You need to close and restart Firefox after toggling this setting. I DELETED ALL THE EXTENSIONS AND THEMES: DIDN'T WORK You can check if there is an update for your graphics display driver and check for hardware acceleration related issues. MY DISPLAY DRIVER IS UP TO DATE *https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration
- Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available" HARDWARE ACCELERATION IS DISABLED
Do a malware check with several malware scanning programs on the Windows computer. NO MALWARES SHOWN *https://support.mozilla.org/kb/troubleshoot-firefox-issues-caused-malware
Please scan with all programs because each program detects different malware. All these programs have free versions.
Make sure that you update each program to get the latest version of their databases before doing a scan.
- Malwarebytes' Anti-Malware:
http://www.malwarebytes.org/mbam.php- AdwCleaner:
http://www.bleepingcomputer.com/download/adwcleaner/
http://www.softpedia.com/get/Antivirus/Removal-Tools/AdwCleaner.shtml- SuperAntispyware:
http://www.superantispyware.com/- Microsoft Safety Scanner:
http://www.microsoft.com/security/scanner/en-us/default.aspx- Windows Defender:
http://windows.microsoft.com/en-us/windows/using-defender- Spybot Search & Destroy:
http://www.safer-networking.org/en/index.html- Kasperky Free Security Scan:
http://www.kaspersky.com/security-scanYou can also do a check for a rootkit infection with TDSSKiller.
- Anti-rootkit utility TDSSKiller:
http://support.kaspersky.com/5350?el=88446See also:
- "Spyware on Windows": http://kb.mozillazine.org/Popups_not_blocked
PLEASE, SEE ENSWERS BESIDE THE SUGGESTIONS
Thanks for doing all those steps. I'm curious about how many tabs you typically have open in Firefox? Guessing is fine if you have too many to count. And what AV and firewall are you using?
Other than that, I completely agree that something is wrong with the latest version. Could you try installing the previous version (44.0.1)? https://download.mozilla.org/?product=firefox-44.0.1-SSL&os=win&lang=en-US
Uninstall the current version before installing that. Let me know if that works fine.
If not, try going back one more version to 44.0: https://download.mozilla.org/?product=firefox-44.0-SSL&os=win&lang=en-US
Actually, the next version of Firefox comes out today. Version 45.0. That could have a fix for your issue. I'd be curious though if 44.0.1 didn't crash.
Try either one of these links later today to grab it: https://download.mozilla.org/?product=firefox-45.0-SSL&os=win&lang=en-US https://www.mozilla.org/firefox/new/?scene=2
Thanks Noah for the suggestions. I uninstalled Firefox and deleted the preferences in both cases, and that didn't solve the issue. With the 44.0, Flash crashed one time and the windows closed a few seconds after that. I opened Shockwave's options, and unchecked the protected mode. Firefox continued working about 10 more minutes, and then went out again. The 44.0.1 was fine for 20 minutes or so, and then crashed too. I usually had 3-4 tabs opened, sometimes more, and I didn't have any issues before. Now with just one is enough to crash. Thanks for the link, I will see later if it's available, and I'll pray because this one works fine!
THE 45 CRASHED IN 4 MINUTES! I downloaded thinking that it was the 44.0. I will try that one now.
The 44.0 crashed in one minute.
Here is the list of crashing time on every version:
44.0 - 1 min. 44.0.1 - 9 mins. Stub 44.0.2 - 7 mins. 45.0 - 5 mins.
What else can I do? I love speed dial. Is there other browser that use it? :(
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" page (about:support).
- 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:
Solution choisie
Thank you guys. I think that the problem is solved. I recheck my PC for malware, and it had a few adware that I thought it were eliminated before, but it were hidden into my files. Recently, I downloaded a file that filled my PC of ads. I immediately delete them, and even reviewed the registry for them. I ran my malware programs and didn't detect anything, plus the ads stopped appearing, so I thought everything was came to normality. Today, I run some of the other malware software that you suggested, and they found a lot of them hidden in my files, and even in the registry. As soon as I got rid of them, Firefox started working without close. I am writing this from Firefox, which I have had open for about half hour. Thank you so much for your assistance!
Thanks very much for reporting back Ken!
Would you mind telling us which malware programs found the rest of the malware? And what the names of some of the malware was? You can find the malware names in the logs of each program.
I ask so that we can help others find this nasty malware and kill it completely using the right tools. :) Thanks!
The winner was AdwClear, but I completed the cleanning with Spybot and Superantispyware. However, only AdwClear was able to find the hidden files everywhere.
Firefox has continued working fine, but now my problem is with Flash. I get a message about Shockwave stop every 5-10 mins. and Flash Player crashes in a lot of videos. I unchecked the protection in Shockwave and did nothing. I reinstalled both, and neither works. I tried to follow the instructions to stop Flash acceleration, but I don't know how to open the main popup window to change the setting. I can't even find Flash Player in my computer, or change the acceleration in the system, because dxdiag is not editable.
Windows 10 is really annoying. I have a lot of settings I can't change because are blocked by the system, and give me the message of "some settings are controlled by your organization", which until now I couldn't find a way to fix. This is a home computer, and the 'organization' doesn't exist.
If are knowledgeable about these two issues, I'll really appreciate your help.
Sorry I didn't read the second part of your message. I don't remember the exact names. I could give you the logs of the cleaning, and some other files I had to delete manually, but here I can add only images. If you give me an email address, I can send them to you. I can paste it in here, but it will be very long. However, if you tell me, I'll do it.
Please flag your post as Solved Problem so others will know. https://support.mozilla.org/en-US/questions/1113215#answer-853233
If you have problems with current Shockwave Flash plugin versions then check this:
- see if there are updates for your graphics drivers
https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration
- disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later)
https://forums.adobe.com/message/4468493#TemporaryWorkaround
- disable hardware acceleration in the Flash plugin
https://forums.adobe.com/thread/891337 See also:
The Firefox crashes are solved, and I indicated it already. The flash issue came after the browser got steady. I appreciate your suggestions, but I have tried all of those and nothing worked. If you read again my post, you will understand my situation better.