Firefox crashes
... but at first i thought it was "just" a hang.
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- DID NOT* Get the Report ID of your latest crash report: [even in 'Safe Mode']
If you can open Firefox, at least in Safe Mode: *WAS ABLE TO DO* In the Firefox Location bar, type about:crashes and hit Enter. A page listing submitted crash reports will appear. *DID* Right-click on the latest crash under Report ID and choose Open Link in New Tab: *DID* A tab will open to a page on crash-stats.mozilla.com, saying that "Your report is being processed". *DID NOT GET PROCESSED* When it is finished processing, close the report tab. *DID CLOSE TAB*
[-- Report was not processed. --] [-- Got this instead: --] [-- You're seeing this page because the crash report you selected was held back from submission. For statistical purposes, we don't need every crash report and sometimes we decline the submission of a crash report as a form of throttling. If you'd like to see your crash report, type about:crashes into your location bar and your report will be automatically submitted to our server where we'll give it priority processing. Thank you for reporting your crashes. --]
X=Didn't need to do these: X=If you can't open Firefox because it crashes at startup even in Safe Mode: X=Click the Windows Start button, and press Windows Key + R. Type in "%APPDATA%\Mozilla\Firefox\Crash Reports\submitted" (including the quotation marks) and click OK. X=In the resulting folder will be a text file for each crash report you have submitted. Using the View menu, arrange them by date to find out which is the newest file; and double-click on it to open it.
- 3bc5f65b-cda6-4f7a-8bd3-b8da9ee6859a = 1/15/2018 2:46 PM -
- Unable to obtain Long Report or Report ID ("bp-...)
Click this link to ask for help with your crash. Note: This link is only valid for help with crashes. Create an account. Fill out the Details section of the next page with as much information you have about the crash. Include any of the steps you completed above, like updating Firefox or testing for the crash in safe mode. Copy the long Report ID number you've got above for the latest crash (looks like bp-…) and paste it into the "Details" section. Click the green Automatically add button to submit additional troubleshooting information.
- SELECTED IMAGE TO UPLOAD:Twirly never finished. Can't tell if image was properly sent.*VERY BAD SITUATION*
Finally, click the Post Question button.
We know that providing all this information is time consuming but it will make it much easier for our volunteers to help you.
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Things done for "hang" resolution: Open your profile folder: Click the menu button Fx57menu , click Help and select Troubleshooting Information. The Troubleshooting Information tab will open. Under the Application Basics section, click on Open Folder. Your profile folder will open. X=Note: If you are unable to open or use Firefox, follow the instructions in Finding your profile without opening Firefox.
Click the Firefox menu Fx57Menu , then click Exit.
- WERE NONE TO RENAME* Locate and delete the sessionstore.js file and any copies, such as sessionstore-1.js, sessionstore-2.js.
* sessionstore.jsonlz4 = did not delete, similar were in sessionstore backups folder *
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In the Firefox profile folder, find and rename the files places.sqlite to places.sqlite.old and places.sqlite-journal to places.sqlite-journal.old (if it exists). *DID TWICE: 1) YESTERDAY AND 2) TODAY*
To rename a file, right-click on it and select rename from the menu. Then add .old to the end of its name. Finally, reopen Firefox.
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so if this turns out to be not clear enough, and i try anything else of your suggestions but still have problems relying on this version of FF (with no such problems with all previous updates etc.) i am totally out of ideas and energy reserves. i like FF57.0.4. i normally have c4 windows with c60 total tabs while working, plus openofficecalc, plus tbird, plus calc.exe, plus couple of notepad.exe docs ... losing my religion.
All Replies (20)
Sorry to hear about the crashes. It seems you pasted a lot of text and it's hard to tell what is you and what is something else.
If you check the about:crashes page again, can you find any Submitted Reports with report IDs that load a page on the crash-stats server?
What are the circumstances of the crashes? For example, is there a particular pattern of sites that seem to trigger it? Does it occur after a lot of fan noise or disk activity?
Also and/or meanwhile, could you test in Firefox's Safe Mode? That temporarily deactivates extensions, hardware acceleration, and some other advanced features of Firefox that might make it more prone to crashing on some systems.
If Firefox is not running: Hold down the Shift key when starting Firefox.
If Firefox is running: You can restart Firefox in Safe Mode using either:
- "3-bar" menu button > "?" button > Restart with Add-ons Disabled
- (menu bar) Help menu > Restart with Add-ons Disabled
and OK the restart.
Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).
Any less crashy?
i did include a lot of pasted and annotated text.
i think the best i can do for now is to explain that my pasted/annotated text can also be copy/pasted to a .txt file to work with, which i did, in order to include the original instructions i followed, and my *-* [*] whatever i used as separators for my comments.
in a .txt file, line breaks often clarify how the text should read.
i can see from my original post that formatting answers is a problem, but i don't recall that more than one attachment could be included (and would have allowed for an improved version of what i did post).
thank you for your reply. perhaps you could try a copy/paste of my original post, to format and line-break it so it makes more sense to you.
things i had tried, or other annotations, were intended to follow the original instructions, to show what i had already tried.
i did close FF57.0.4 a couple of minutes ago, preparing to take a break, but remembered your email, and clicking to view "this doesn't solve my problem" restarted FF.
i'm going to close it now, take my break, come back and quickly examine for changes/no changes, and, if fixed, will say fixed, and whether or not fix was from following any of your suggestions.
i don't "need more information" right now, but may later on. thanks. (preview showed me my reply as typed, and i was able to add line breaks to improve how the reply is seen, i hope.)
"If you'd like to see your crash report, type about:crashes into your location bar and your report will be automatically submitted to our server
- WHICH BAR?* 1/16 *Report held for *throttling* how do i do this?
where we'll give it priority processing."
jscher2000 - Posted 1/15/18, 1:47 PM [* the font changes are not mine * they're automatic *]
Sorry to hear about the crashes. It seems you pasted a lot of text and it's hard to tell what is you and what is something else.
If you check the about:crashes page again, can you find any Submitted Reports with report IDs that load a page on the crash-stats server?
- ALL REPORTS LISTED ARE UNSUBMITTED *
What are the circumstances of the crashes? For example, is there a particular pattern of sites that seem to trigger it?
- FF57.0.4. is set to load previous session when it restarts.
I have no control over the order of windows/tabs.
Does it occur after a lot of fan noise or disk activity?
- NO FAN NOISE * NO DISK ACTIVITY *
Also and/or meanwhile, could you test in Firefox's Safe Mode? That temporarily deactivates extensions, hardware acceleration,
and some other advanced features of Firefox that might make it more prone to crashing on some systems.
- PREVIOUS v.FF used add-on "Session Restore"
and other add-ons w/o crash. I WANT TO KEEP USING THEM *
If Firefox is not running: Hold down the Shift key when starting Firefox.
* I USED THE SHIFT KEY * * SELECTED SAFE MODE * (not resfresh) *
[If Firefox is running:] Both scenarios: A small dialog should appear.
Click "Start in Safe Mode" (not Refresh).
Any less crashy?
- PERHAPS BUT I NEED TO CONTINE USING
THE ADD-ONS ETC AS BEFORE *
[except Session Restore is presently incompatible with FF57.0.4.]
i really am trying to respond with a clear message. i did copy/paste your message to a .txt file, and worked with it to make my response, which was then pasted into "reply," which i previewed and made edits/line breaks to, but it's beyond my pay grade and is like swimming against the current.
FF57.0.4. needs to recognize my few add-ons, and to remember my sessions, and to stop hang/crashes.
i'm already getting too far behind in my work. thanks again for your help.
This site does special things when the first character on a line is an asterisk (makes a bulleted list item) or a space (makes a pre-formatted block)...
Were you able to submit any of the crash reports on the about:crashes page, or are they still "throttled"?
So "safe mode" might be working better, but that doesn't really help you because you need your add-ons. Fair enough. One thing you could try that is not related to add-ons is to disable Firefox from using hardware acceleration. This helps work around incompatibilities with your graphics driver software. The steps are in this article: Firefox's performance settings.
Regarding Session Manager, there are a couple of new ones for Firefox 57+, but the early reviews were that they need more work:
Would do this pending clarification of which location bar is being referred to: the one which displays 'unsubmitted reports' already has that address ... ? However, i did enter this in the "support" page i was using, and received those "throttling" reports. "If you'd like to see your crash report, type about:crashes into your location bar and your report will be automatically submitted to our server "WHICH BAR? 1/16: Report held for "throttling" how do i do this?" [i still only receive unusable throttled reports.] where we'll give it priority processing."
Does my gigantic list of 'unsubmitted reports' eventually get reported? Should i check again?
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This site does special things when the first character on a line is an asterisk (makes a bulleted list item) or a space (makes a pre-formatted block)... [good to know!!]
Were you able to submit any of the crash reports on the about:crashes page, or are they still "throttled"? [tried just now: 7:01 PM 1/17/2018] [ah, foolish me: i would have placed 'submitted reports' first, showing total # and "view/close" button, followed by 'unsubmitted reports,' also showing total # and "view/close" button. first 'submitted report' available as of above date: "Submitted Crash Reports Report ID Date Submitted bp-e124f401-5364-44be-bfc9-0e2971170906 9/5/2017 10:10 PM" "Unsubmitted Crash Reports Report ID Date Crashed e6974aa1-a392-4206-8383-da8b5d8cb816 1/17/2018 12:15 AM"
should i "remove all reports" already submitted? they are not relevant to FF57+.
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So "safe mode" might be working better, but that doesn't really help you because you need your add-ons. Fair enough. One thing you could try that is not related to add-ons is to disable Firefox from using hardware acceleration. This helps work around incompatibilities with your graphics driver software. The steps are in this article: Firefox's performance settings. [i had already selected "Use recommended performance settings", per previous recommendation i obtained myself.] ["These settings are tailored to your computer’s hardware and operating system."]
[Not selected: Use hardware acceleration when available, or any further "Use hardware acceleration when available" options.] ["Additional content processes can improve performance when using multiple tabs, but will also use more memory."]
["Content process limit: With Multiprocess Firefox, also called electrolysis or e10s, Firefox runs web content for all tabs separately from the main Firefox process for increased security and performance. Using multiple content processes can further increase performance and minimize the impact of content process crashes. You can modify this setting if multiprocess is enabled; however, having too many content processes can slow down your computer, and consequently, Firefox. The recommended maximum is four, but you can set up to seven."] i read but do not grok. what is your specific recommendation: set to "4"?, restart FF57+ ? am not coder or engineer, but like support responses, so far: continue trying to fix, because want FF57+ to succeed.
Regarding Session Manager, there are a couple of new ones for Firefox 57+, but the early reviews were that they need more work: [i suspect there must be a special elixer for mozilla helpers, because i have a hard time keeping up with many, mini-changes. ;)] https://addons.mozilla.org/firefox/addon/my-sessions/ https://addons.mozilla.org/firefox/addon/tab-session-manager/ [will check them out. do you want any follow-up on them?]
well, w/o WYSIWYG my replies are still butt-ugly and unclear, and not as i would "normally" present them. pending your any further suggestion re accelleration, i will continue, not in safe mode, with the settings i have, and hope some crash reports do get submitted and replied to, for as of now, i feel exceedingly unhelpful, quite elderly, and obsolete. ♥
notanotherhero said
Report ID Date Submitted bp-e124f401-5364-44be-bfc9-0e2971170906 9/5/2017 10:10 PM"
Crash Not Found We couldn't find the Crash ID you're after
notanotherhero said
Report ID Date Submitted
bp-e124f401-5364-44be-bfc9-0e2971170906 9/5/2017 10:10 PM"
There was a purge in late December, so that report is gone from the server. Most likely it is too old to be relevant to the current issue.
Thank you for checking on hardware acceleration. So turning that off did not help? You may need to disable some extensions. You can start by disabling the ones you can live without for 24 hours.
You can open the Add-ons page using either:
- Ctrl+Shift+a (Mac: Command+Shift+a)
- "3-bar" menu button (or Tools menu) > Add-ons
- type or paste about:addons in the address bar and press Enter/Return
In the left column of the Add-ons page, click Extensions. Then cast a critical eye over the list on the right side. Any extensions Firefox installs for built-in features are hidden from this page, so everything listed here is your choice (and your responsibility) to manage. Try disabling anything nonessential.
Any improvement?
7:43 PM 1/17/2018 There was a purge in late December, so that report is gone from the server. Most likely it is too old to be relevant to the current issue. [yes, it was just to show the most recent "processed" report.]
Thank you for checking on hardware acceleration. So turning that off did not help? You may need to disable some extensions. You can start by disabling the ones you can live without for 24 hours.
You can open the Add-ons page using either: Ctrl+Shift+a (Mac: Command+Shift+a) "3-bar" menu button (or Tools menu) > Add-ons type or paste about:addons in the address bar and press Enter/Return In the left column of the Add-ons page, click Extensions. Then cast a critical eye over the list on the right side. Any extensions Firefox installs for built-in features are hidden from this page, so everything listed here is your choice (and your responsibility) to manage. Try disabling anything nonessential. Any improvement? [thanks, js2. i'm setting aside continuing for now. have begun work on a deep project, and wish to stay engaged with it. i will do as you say, but there are sfaik only 4 add-ons i've chosen (if that is the same thing as "extensions") so that's a hard choice. check back in tomorrow ok?
Extensions are options you install into Firefox, They can be removed at will. Plugins are from programs that Firefox finds already on your system.
An extension without a Remove button is really a plugin. The only way to remove a plugin is to remove its program from your system. However, you can disable extensions and plugins if you want.
thank you, FredMcD. these are what i have, and want to continue using: UPDATE SETTINGS: DEFAULT LAST UPDATES: 13 Jan 2018 EXTENSIONS: duckduckgo plus 2017.12.7 = "add-on" = 13 Jan 2018 ghostery 8.0.3.1 = "add-on" = 13 Jan 2018 lastpass 4.2.3.20 = doesn't define itself = 13 Jan 2018 noscript 10.1.6.3 = doesn't define itself = 13 Jan 2018 ublock origin 1.14.24 (standard components) = doesn't define itself = 13 Jan 2018 xmarks bookmark sync 4.5.0.8 = "add-in" = 13 Jan 2018
PLUGINS: Set at "Ask To Activate" OpenH264 Video Codec provided by Cisco Systems, Inc. 1.7.1 = Auto Update, Default = 13 Jan 2018 Widevine Contant Decryption Module provided by Google, Inc. 1.4.8.1008 = Auto Update, Default = 14 Jan 2018 Shockwave Flash 28.0.0.137 [28.0 r0] = 9 Jan 2018
THEME: Default = Enabled
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Vital Stats version 57.0.4 update channel release updates automatic
This Month total sessions 33 time open 3 days (late tue, all wed, early thr) application crashes 16 plugin crashes 0
Active Add-ons Extensions 16 Plugins 2 Plugins (Click-to-Activate) 1
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this evening i've had FF57+ running all normal, normal being 4 windows and c60 tabs, BUT have closed 2 tabs related to this site: http://www.dailykos.com/ which may mean that i need to get help there, if their site is breaking my FF57+, but i don't know what help to ask for, and don't know if other users w/FF57+ are having similar problems. do you need follow-up on this?
well - for j and Fred: update on use protocol
looks like i'll be using a private window for the dkos tabs. i've left the machine on and loaded, and everybody's happy. all tabs in regular windows operating ok, too. tried to refresh health report for updated stats but no go. tried to use task mgr for elapsed time but mis-clicked, and now just have graph of cpu performance [grr!] but it's been over a day, and last working on stuff from Jan17 c5pmEST to Jan18 c4amEST, and from then on left up and loaded [i slept-hope that's not cheating].
i don't consider this problem "solved," however, since that one website seems to be causing some issue. should this thread remain up and open, pending further tweaks? thanks again for all your helps. ps: finally translated "3-bar" button. it's the FF "open menu" of FF functions to perform, with the button displaying a "list."
Maybe the tracking protection in the private window is knocking out some badly behaved ad or tracking script?
What is this extension:
= doesn't define itself = 13 Jan 2018
i broke the line, and removed the space in front of =
ublock origin 1.14.24 (standard components) = doesn't define itself = 13 Jan 2018
ublock origin 1.14.24 (standard components) = doesn't define itself = 13 Jan 2018
"Maybe the tracking protection in the private window is knocking out some badly behaved ad or tracking script?"
NoScript and uBlock and ghostery [plus my normal FF57+ settings] could not identify? is that to be expected?
Tracking Protection uses a list from Disconnect, so there may be differences.
Also, in private windows, scripts are blocked from using any IndexedDB database features. Maybe that is a factor?
"Tracking Protection uses a list from Disconnect, so there may be differences. Also, in private windows, scripts are blocked from using any IndexedDB database features. Maybe that is a factor?"
i will pass that info to the tekkie i will shortly annoy at the dk site, just in case other dk-users w/FF57+ have been squawking. it could be the best temp fix, but at this point, all my highest homage goes to giorgio+NoScript.
and thanks again. still not considering this "solved," and if i get a response that sounds interesting, i will post.
No question is solved until its owner (you in this case) says it is. No question is closed (locked) unless there is some kind of abuse.
guess i'm not a pro yet ... my FF open menu>options>add-ons shows "6 add-ons" menu has blue "extensions" highlighted only other option is plug-ins all details previously reported to you.
Vital Stats: version 57.0.4 update channel release updates automatic
This Month: total sessions 37 time open 6 days application crashes 18 plugin crashes 0
Active Add-ons: Extensions 18 = ?? Plugins 2 Plugins (Click-to-Activate) 1
FF57+ crashed/loaded bad three times just now. am continuing to use DK in private window, with 2 tabs open. am monitoring for other problems this week. am using windows task manager to also watch (but no expert). thanks
revision: "am continuing to use DK in private window, with 2 tabs open."
am using single regular window for one DK page, and single private window for different DK page, to see which, if either, breaks.