Attached crash reports: [01]: bp-8a9fba5d-4a59-4eda-bc26-ba2182141224 Dec 24, 2014 [02]: bp-58ee0a45-3761-4dbf-8eaf-48d5e2141224 Dec 24, 2014 [03]: bp-b67247f2-e24e-43d5-80e8-56fb12141224 Dec 24, 2014 [04]: bp-c4cdcc15-e3a3-4d58-92d3-766fc2141223 Dec 23, 2014 [05]: bp-8a78844f-4fa0-46f8-851d-d7e272141223 Dec 23, 2014 [06]: bp-3764c54e-a647-46f8-af17-0390b2141223 Dec 23, 2014 [07]: bp-b1fe9d78-97c2-4781-8cfb-f524c2141223 Dec 23, 2014 [08]: bp-3f2a42ad-2f2f-4fe0-a1fd-dc4482141222 Dec 22, 2014 [09]: bp-cb024c38-2c7a-4fe3-af49-4a3052141222 Dec 22, 2014 [10]: bp-a94c4542-a162-42b1-aee9-150892141222 Dec 22, 2014 [11]: bp-8fe599ee-b015-4dcd-aade-32a2b2141222 Dec 22, 2014 [12]: bp-935619ed-f98f-465e-a2d3-eb6e42141222 Dec 22, 2014 [13]: bp-ccceb585-e3e8-4a6b-95ca-17a002141222 Dec 22, 2014 [14]: bp-8ab9104d-ad06-4344-bcd7-a1fda2141222 Dec 22, 2014 [15]: bp-5ec3d3d6-5728-43bc-8d79-742912141221 Dec 21, 2014

That is a problem with the ikutm.dll file from Youku.com Inc. If you do not know what software added this file then try a malware scan.

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
• https://support.mozilla.org/kb/troubleshoot-firefox-issues-caused-malware

Thank you for a prompt reply. So, shall I just delete that particular dll file to solve the problem? What's the aim of running the malware scans you suggested? From your reply I couldn't exactly gather the steps to solve the problem hence asking. Please guide me.

You should always be careful with removing files as it can break things in case such a file is linked somehow. It is better to check what software installed this file and either disable this component for Firefox or uninstall this software via the Windows Control Panel.

Do you have anything from Youku.com installed?

You can check in "Windows Control Panel > Programs" for recently installed programs to see if any suspicious software shows up.

• Control Panel > Programs > Programs and Features > Uninstall or change a program
• Click the Installed column to sort by this heading

Otherwise it is best to first try some malware scanners to see if they pick up this file.

I did have some component from youku.com installed on my PC which I have uninstalled just now as I don't need it anyway. But fyi, that uninstallation did not remove the dll file. I am going ahead with the 7+1 bullets you have mentioned for the malware scan parallelly. I would like your thought on the following, if you are certain that the crashing is happening because of that dll file, maybe I should just go ahead and delete that file as I have uninstalled the very program from youku which had installed it and I am pretty sure that no other program is linked with that file, thoughts please?

Also, I hate to take so much of your time for my problem and I appreciate the almost real time help you are giving me but I would really like to get this monkey off of my back so please bear with me else I am halfway into switching to Maxthon unwillingly. Thanks again.

Is this file located in the Windows System32 directory?

Are there more files leftover from uninstalling this software?

You can first try to rename or move this file to another location to see that you aren't getting any errors.

C:\Program Files\YouKu\common That's where the file is located. Not in the system32. No more files leftover, just this one. Ok, I am trying the renaming/moving to another location option. I will see if the crashing stops after that, if it doesn't then I will reply back here. Sounds ok?

Yes. That should be fine. It is possible that the file was in use if Firefox was running when you uninstalled this software.

You can also try to reboot the computer if you haven't done this yet to see if that removes the file.

FF is still crashing after renaming the file. What now? FYI, rebooting hadn't removed the file.

Here's the about:crashes report after renaming the dll file

bp-f5232609-0566-4a90-854b-6d6702141224 12/24/2014 11:20 AM

This is still the same crash signature. Only this time the ikutm.dll isn't involved, but it looks like a problem with the internet connection (WinSock) The Winsock LSP section in the crash reports is quite large, but I don't know what this means.

I would still advise to do a malware check like suggested above.

Boot the computer in Windows Safe Mode with network support (press F8 on the boot screen) as a test.

• http://www.bleepingcomputer.com/tutorials/how-to-start-windows-in-safe-mode/