Found under; More system details

Report ID: bp-e4911b42-0842-4f88-b217-7a2fb1170504 Submitted: 10 minutes ago Report ID: bp-8fd92519-2129-48ab-a79d-38ca80170503 Submitted: 1 hour ago Report ID: bp-7b9216e9-1f12-4aca-a595-626241170501 Submitted: 3 days ago Report ID: bp-2b1cd97a-a865-4c90-806d-7aaba0170501 Submitted: 3 days ago

Sorry to hear about the crashes.

The two most recent (today) occurred while writing to the disk cache. You may want to delete the cache2 folder (while Firefox is closed) in case it has become corrupted. (There could also be a hardware issue with the drive.) I'll add a note after the following paragraph.

The two previous ones appear to have occurred during SocketRecv/SocketSend and as one who is not a communications engineer, nothing stands out to me about those reports pointing to a specific cause or solution.

To remove the cache folder, exit out of Firefox, then type or paste this path either into the Windows Run dialog, the Start menu search box, or the Windows Explorer address bar, and press Enter to execute it:

%LOCALAPPDATA%\Mozilla\Firefox\Profiles

If you only see one folder, click into it; if there are multiple folders, click into the one recently updated one. You can delete the cache2 folder. Firefox will create a new one.

Thanks for that. I deleted the cache2 folder but have had a few other crashes since:

Application Basics

Name: Firefox Version: 53.0 Build ID: 20170413192749 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:53.0) Gecko/20100101 Firefox/53.0 OS: Windows_NT 6.1 Multiprocess Windows: 1/1 (Enabled by default) Safe Mode: false

Crash Reports for the Last 3 Days

Report ID: bp-c35b2db3-b671-433a-9cf9-899ef1170504 Submitted: 1 minute ago

Report ID: bp-bb5b2688-c254-4dcb-ba24-8e7090170504 Submitted: 16 minutes ago

Report ID: bp-573532cd-7732-4ddf-ad52-9c56a0170504 Submitted: 3 hours ago

Report ID: bp-e4911b42-0842-4f88-b217-7a2fb1170504 Submitted: 5 hours ago

Report ID: bp-8fd92519-2129-48ab-a79d-38ca80170503 Submitted: 6 hours ago

All Crash Reports

Extensions

Name: Application Update Service Helper Version: 2.0 Enabled: true ID: aushelper@mozilla.org

Name: HTTPS Everywhere Version: 5.2.15 Enabled: true ID: https-everywhere-eff@eff.org

Name: Multi-process staged rollout Version: 1.14 Enabled: true ID: e10srollout@mozilla.org

Name: Pocket Version: 1.0.5 Enabled: true ID: firefox@getpocket.com

Name: Shield Recipe Client Version: 1.0.0 Enabled: true ID: shield-recipe-client@mozilla.org

Name: Web Compat Version: 1.0 Enabled: true ID: webcompat@mozilla.org

Graphics

Features Compositing: Direct3D 11 Asynchronous Pan/Zoom: wheel input enabled WebGL Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics Direct3D11 vs_4_1 ps_4_1) WebGL2 Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics Direct3D11 vs_4_1 ps_4_1) Audio Backend: wasapi Direct2D: true DirectWrite: true (6.2.9200.21976) GPU #1 Active: Yes Description: Intel(R) HD Graphics Vendor ID: 0x8086 Device ID: 0x0102 Driver Version: 9.17.10.3347 Driver Date: 10-31-2013 Drivers: igdumd64 igd10umd64 igd10umd64 igdumd32 igd10umd32 igd10umd32 Subsys ID: 04941025 RAM: Unknown

Diagnostics ClearType Parameters: Gamma: 2.2 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 50 AzureCanvasAccelerated: 0 AzureCanvasBackend: Direct2D 1.1 AzureCanvasBackend (UI Process): skia AzureContentBackend: Direct2D 1.1 AzureContentBackend (UI Process): skia AzureFallbackCanvasBackend (UI Process): cairo ClearType Parameters: Gamma: 2.2 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 50 Decision Log D3D9_COMPOSITING: disabled by default: Disabled by default

Important Modified Preferences

accessibility.typeaheadfind.flashBar: 0 browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.hashstats_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.disk.smart_size.use_old_max: false browser.cache.frecency_experiment: 3 browser.download.importedFromSqlite: true browser.places.smartBookmarksVersion: 8 browser.sessionstore.upgradeBackup.latestBuildID: 20170413192749 browser.startup.homepage: https://www.office.com/1/?auth=2&home=1&from=ShellLogo|https://consumeraction.sharepoint.com/SitePages/Home.aspx|https:/ browser.startup.homepage_override.buildID: 20170413192749 browser.startup.homepage_override.mstone: 53.0 browser.tabs.remote.autostart.2: true browser.urlbar.daysBeforeHidingSuggestionsPrompt: 0 browser.urlbar.lastSuggestionsPromptDate: 20170223 extensions.lastAppVersion: 53.0 font.internaluseonly.changed: false gfx.crash-guard.d3d11layers.appVersion: 52.0.2 gfx.crash-guard.d3d11layers.deviceID: 0x0102 gfx.crash-guard.d3d11layers.driverVersion: 9.17.10.3347 gfx.crash-guard.d3d11layers.feature-d2d: true gfx.crash-guard.d3d11layers.feature-d3d11: true gfx.crash-guard.status.d3d11layers: 2 gfx.crash-guard.status.d3d9video: 2 media.benchmark.vp9.fps: 145 media.benchmark.vp9.versioncheck: 1 media.gmp-eme-adobe.abi: x86-msvc-x64 media.gmp-eme-adobe.lastUpdate: 1487565450 media.gmp-eme-adobe.version: 17 media.gmp-gmpopenh264.abi: x86_64-msvc-x64 media.gmp-gmpopenh264.lastUpdate: 1493593879 media.gmp-gmpopenh264.version: 1.6 media.gmp-manager.buildID: 20170413192749 media.gmp-manager.lastCheck: 1493853586 media.gmp-widevinecdm.abi: x86_64-msvc-x64 media.gmp-widevinecdm.lastUpdate: 1493593882 media.gmp-widevinecdm.version: 1.4.8.903 media.gmp.storage.version.observed: 1 media.hardware-video-decoding.failed: false media.webrtc.debug.log_file: C:\Users\skye\AppData\Local\Temp\WebRTC.log network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.database.lastMaintenance: 1493863745 places.history.expiration.transient_current_max_pages: 81285 plugin.disable_full_page_plugin_for_types: application/pdf plugin.importedState: true print.printer_\\tserver2\Kyocera.print_bgcolor: false print.printer_\\tserver2\Kyocera.print_bgimages: false print.printer_\\tserver2\Kyocera.print_duplex: -437918235 print.printer_\\tserver2\Kyocera.print_edge_bottom: 0 print.printer_\\tserver2\Kyocera.print_edge_left: 0 print.printer_\\tserver2\Kyocera.print_edge_right: 0 print.printer_\\tserver2\Kyocera.print_edge_top: 0 print.printer_\\tserver2\Kyocera.print_evenpages: true print.printer_\\tserver2\Kyocera.print_footercenter: print.printer_\\tserver2\Kyocera.print_footerleft: &PT print.printer_\\tserver2\Kyocera.print_footerright: &D print.printer_\\tserver2\Kyocera.print_headercenter: print.printer_\\tserver2\Kyocera.print_headerleft: &T print.printer_\\tserver2\Kyocera.print_headerright: &U print.printer_\\tserver2\Kyocera.print_in_color: true print.printer_\\tserver2\Kyocera.print_margin_bottom: 0.5 print.printer_\\tserver2\Kyocera.print_margin_left: 0.5 print.printer_\\tserver2\Kyocera.print_margin_right: 0.5 print.printer_\\tserver2\Kyocera.print_margin_top: 0.5 print.printer_\\tserver2\Kyocera.print_oddpages: true print.printer_\\tserver2\Kyocera.print_orientation: 0 print.printer_\\tserver2\Kyocera.print_page_delay: 50 print.printer_\\tserver2\Kyocera.print_paper_data: 9 print.printer_\\tserver2\Kyocera.print_paper_height: -1.00 print.printer_\\tserver2\Kyocera.print_paper_name: print.printer_\\tserver2\Kyocera.print_paper_size_unit: 1 print.printer_\\tserver2\Kyocera.print_paper_width: -1.00 print.printer_\\tserver2\Kyocera.print_resolution: 600 print.printer_\\tserver2\Kyocera.print_reversed: false print.printer_\\tserver2\Kyocera.print_scaling: 0.50 print.printer_\\tserver2\Kyocera.print_shrink_to_fit: false print.printer_\\tserver2\Kyocera.print_to_file: false print.printer_\\tserver2\Kyocera.print_unwriteable_margin_bottom: 0 print.printer_\\tserver2\Kyocera.print_unwriteable_margin_left: 0 print.printer_\\tserver2\Kyocera.print_unwriteable_margin_right: 0 print.printer_\\tserver2\Kyocera.print_unwriteable_margin_top: 0 print.printer_PDF_reDirect_v2.print_bgcolor: false print.printer_PDF_reDirect_v2.print_bgimages: false print.printer_PDF_reDirect_v2.print_duplex: -437918235 print.printer_PDF_reDirect_v2.print_edge_bottom: 0 print.printer_PDF_reDirect_v2.print_edge_left: 0 print.printer_PDF_reDirect_v2.print_edge_right: 0 print.printer_PDF_reDirect_v2.print_edge_top: 0 print.printer_PDF_reDirect_v2.print_evenpages: true print.printer_PDF_reDirect_v2.print_footercenter: print.printer_PDF_reDirect_v2.print_footerleft: &PT print.printer_PDF_reDirect_v2.print_footerright: &D print.printer_PDF_reDirect_v2.print_headercenter: print.printer_PDF_reDirect_v2.print_headerleft: &T print.printer_PDF_reDirect_v2.print_headerright: &U print.printer_PDF_reDirect_v2.print_in_color: true print.printer_PDF_reDirect_v2.print_margin_bottom: 0.5 print.printer_PDF_reDirect_v2.print_margin_left: 0.5 print.printer_PDF_reDirect_v2.print_margin_right: 0.5 print.printer_PDF_reDirect_v2.print_margin_top: 0.5 print.printer_PDF_reDirect_v2.print_oddpages: true print.printer_PDF_reDirect_v2.print_orientation: 0 print.printer_PDF_reDirect_v2.print_page_delay: 50 print.printer_PDF_reDirect_v2.print_paper_data: 9 print.printer_PDF_reDirect_v2.print_paper_height: -1.00 print.printer_PDF_reDirect_v2.print_paper_name: print.printer_PDF_reDirect_v2.print_paper_size_unit: 1 print.printer_PDF_reDirect_v2.print_paper_width: -1.00 print.printer_PDF_reDirect_v2.print_resolution: 600 print.printer_PDF_reDirect_v2.print_reversed: false print.printer_PDF_reDirect_v2.print_scaling: 1.00 print.printer_PDF_reDirect_v2.print_shrink_to_fit: true print.printer_PDF_reDirect_v2.print_to_file: false print.printer_PDF_reDirect_v2.print_unwriteable_margin_bottom: 0 print.printer_PDF_reDirect_v2.print_unwriteable_margin_left: 0 print.printer_PDF_reDirect_v2.print_unwriteable_margin_right: 0 print.printer_PDF_reDirect_v2.print_unwriteable_margin_top: 0 privacy.cpd.cookies: false privacy.cpd.downloads: false privacy.cpd.formdata: false privacy.cpd.history: false privacy.cpd.sessions: false security.disable_button.openCertManager: false security.sandbox.content.tempDirSuffix: {b956fdbe-b4c6-44bd-bd12-7311d361bc1c} services.sync.declinedEngines: storage.vacuum.last.index: 1 storage.vacuum.last.places.sqlite: 1493252215 toolkit.startup.recent_crashes: 2

Important Locked Preferences

Places Database

JavaScript

Incremental GC: true

Accessibility

Activated: false Prevent Accessibility: 0

Library Versions

NSPR Expected minimum version: 4.13.1 Version in use: 4.13.1

NSS Expected minimum version: 3.29.5 Version in use: 3.29.5

NSSSMIME Expected minimum version: 3.29.5 Version in use: 3.29.5

NSSSSL Expected minimum version: 3.29.5 Version in use: 3.29.5

NSSUTIL Expected minimum version: 3.29.5 Version in use: 3.29.5

Experimental Features

Sandbox

Content Process Sandbox Level: 1

These three new ones are more of the socket crashes I don't know about. One other user commented it occurred when attempting to make an IP telephony connection. Does that ring any bells?

One other thing you could try while you wait for any authoritative explanation is to use a fresh Firefox profile.

First, export your bookmarks to an HTML-format file so you'll have easy access to them in the new profile. See: Export Firefox bookmarks to an HTML file to back up or transfer bookmarks (save in an easily accessible location such as the Documents folder).

New Profile Test

This takes about 3 minutes, plus the time to set up/open your home pages.

Inside Firefox, type or paste about:profiles in the address bar and press Enter/Return to load it.

Click the Create a New Profile button, then click Next. Assign a name like May2017, ignore the option to relocate the profile folder, and click the Finish button.

After creating the profile, scroll down to it and click the Set as default profile button below that profile, then scroll back up and click the Restart normally button. (There are some other buttons, but I think those are still "under construction" so please ignore them.)

Firefox should exit and then start up using the new profile, which will just look brand new.

Hopefully there won't be any startup crashes but, if there are, we can assume they relate to Firefox issues that are not specific to the settings in your regular Firefox profile.

To exercise the profile more fully, you can import the HTML export file you created. See: Import Bookmarks from an HTML file.

When you are done with the experiment, open the about:profiles page again, click the Set as default profile button for your normal profile, then click the Restart normally button to get back to it.

Thanks again, I tried the new profile but then had it crash as soon as I tried to login to microsoftonline.com which apart from the 'new' mozilla screen was the only tab open. I've not been able to keep it open on anything other than Mozilla pages for more than a few minutes this morning which is extremely problematic.

As for the IP telephony thing, Skype is installed but I wasn't using it and don't have any other VOIP software running or hardware connected.

Here is the latest crash text:

Application Basics

Name: Firefox Version: 53.0.2 Build ID: 20170504105526 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:53.0) Gecko/20100101 Firefox/53.0 OS: Windows_NT 6.1 Multiprocess Windows: 1/1 (Enabled by default) Safe Mode: false

Crash Reports for the Last 3 Days

Report ID: bp-e4b8a3c7-6e6d-417b-88ea-2e8061170507 Submitted: 1 day ago

All Crash Reports

Extensions

Name: Application Update Service Helper Version: 2.0 Enabled: true ID: aushelper@mozilla.org

Name: Multi-process staged rollout Version: 1.14 Enabled: true ID: e10srollout@mozilla.org

Name: Pocket Version: 1.0.5 Enabled: true ID: firefox@getpocket.com

Name: Web Compat Version: 1.0 Enabled: true ID: webcompat@mozilla.org

Graphics

Features Compositing: Direct3D 11 Asynchronous Pan/Zoom: wheel input enabled WebGL Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics Direct3D11 vs_4_1 ps_4_1) WebGL2 Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics Direct3D11 vs_4_1 ps_4_1) Audio Backend: wasapi Direct2D: true DirectWrite: true (6.2.9200.21976) GPU #1 Active: Yes Description: Intel(R) HD Graphics Vendor ID: 0x8086 Device ID: 0x0102 Driver Version: 9.17.10.3347 Driver Date: 10-31-2013 Drivers: igdumd64 igd10umd64 igd10umd64 igdumd32 igd10umd32 igd10umd32 Subsys ID: 04941025 RAM: Unknown

Diagnostics ClearType Parameters: Gamma: 2.2 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 50 AzureCanvasAccelerated: 0 AzureCanvasBackend: Direct2D 1.1 AzureCanvasBackend (UI Process): skia AzureContentBackend: Direct2D 1.1 AzureContentBackend (UI Process): skia AzureFallbackCanvasBackend (UI Process): cairo ClearType Parameters: Gamma: 2.2 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 50 Decision Log D3D9_COMPOSITING: disabled by default: Disabled by default

Important Modified Preferences

browser.cache.disk.capacity: 1048576 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.frecency_experiment: 1 browser.download.importedFromSqlite: true browser.places.smartBookmarksVersion: 8 browser.startup.homepage_override.buildID: 20170504105526 browser.startup.homepage_override.mstone: 53.0.2 browser.tabs.remote.autostart.2: true extensions.lastAppVersion: 53.0.2 media.gmp.storage.version.observed: 1 media.hardware-video-decoding.failed: false network.cookie.prefsMigrated: true places.history.expiration.transient_current_max_pages: 122334 plugin.disable_full_page_plugin_for_types: application/pdf security.sandbox.content.tempDirSuffix: {ed89cb10-2ad5-48ac-98b9-ccb276f87199} toolkit.startup.recent_crashes: 2

Important Locked Preferences

Places Database

JavaScript

Incremental GC: true

Accessibility

Activated: false Prevent Accessibility: 0

Library Versions

NSPR Expected minimum version: 4.13.1 Version in use: 4.13.1

NSS Expected minimum version: 3.29.5 Version in use: 3.29.5

NSSSMIME Expected minimum version: 3.29.5 Version in use: 3.29.5

NSSSSL Expected minimum version: 3.29.5 Version in use: 3.29.5

NSSUTIL Expected minimum version: 3.29.5 Version in use: 3.29.5

Experimental Features

Sandbox

Content Process Sandbox Level: 1

Another thing to consider as long as you have a new profile to test in:

Multiprocess. Recent versions of Firefox are migrating more users to a "multiprocess" architecture where the user interface and the web content are in separate processes to improve stability. Firefox assess whether your current configuration is compatible during the first run -- first run after installation or first run after a Refresh -- and if it is, enables it going forward for future runs. So possibly your new profile test and immediate crash demonstrates that this is not a factor, but... Could you investigate:

Are you using Multiprocess (e10s)?

Multiprocess creates a second firefox.exe or plugin-container.exe process to isolate the web content from the browser UI. You can check whether you have this feature turned on as follows. Either:

• "3-bar" menu button > "?" button > Troubleshooting Information
• (menu bar) Help > Troubleshooting Information
• type or paste about:support in the address bar and press Enter/Return

In the first table on the page, check the row for "Multiprocess Windows" and see whether the number on the left side of the fraction is greater than zero. If so, you are using e10s.

If you are using e10s:

To help evaluate whether that feature is causing problems, you could turn it off as follows:

(1) In a new tab, type or paste about:config in the address bar and press Enter/Return. Click the button promising to be careful.

(2) In the search box above the list, type or paste autos and pause while the list is filtered

(3) Double-click the browser.tabs.remote.autostart.2 preference to switch the value from true to false

Note: the exact name of the preference may vary, but it will start with browser.tabs.remote.autostart

At your next Firefox startup, it should run in the traditional way. Any difference?

Gah. Still on the new profile I tried that and it crashed. As soon as I opened it again the first time, I got the main Mozilla screen which seemed stable for about 10 seconds so I started to type portal.microsoftonline in the URL, the suggestion for the login page appeared which I clicked on and then the browser crashed but didn't give me the opportunity to submit a report.

It certainly seems that it just doesn't want to play nice with Office365. I can't afford to spend any more time on this today so I'll use Chrome instead. So frustrating.

Sorry, I don't know what's going on. Since this is a problem in how Firefox interacts with Windows, could you run the System File Checker when you get a chance?

https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-repair-missing-or-corrupted-system-files

System Checker scan came back fine, no integrity violations.

Possibly the program files are corrupted in a way that updates cannot repair. To work around that:

Clean Reinstall

We use this name, but it's not about removing your settings, it's about making sure the program files are clean (no inconsistent or alien code files). As described below, this process does not disturb your existing settings. It's not essential to uninstall Firefox, but you can if you like, saying No to any request about removing personal data.

It only takes a few minutes.

(A) Download a fresh installer for Firefox to a convenient location. You can choose between:

Regular version for Windows 7-10 https://www.mozilla.org/firefox/all/ Note: only runs Flash, no other legacy plugins "Windows" version is standard 32-bit version; you currently run the 64-bit version. (If anyone else reading this is thinking of switching to the 64-bit version, see: How to switch from 32-bit to 64-bit Firefox)

Extended Support Release for Windows XP-10 https://www.mozilla.org/firefox/organizations/all/ Note: Windows (32-bit) runs legacy plugins that ran in Firefox 51; 64-bit runs Flash and Silverlight. (If anyone else reading this is thinking of switching to the 64-bit version, see: How to switch from 32-bit to 64-bit Firefox)

(B) Exit out of Firefox (if applicable).

(C) Using Windows Explorer/My Computer, rename the program folder as follows:

64-bit Windows users with 32-bit Firefox: Rename

C:\Program Files (x86)\Mozilla Firefox

to

C:\Program Files (x86)\OldFirefox

Other Windows configurations: Rename

C:\Program Files\Mozilla Firefox

to

C:\Program Files\OldFirefox

(D) Run the installer you downloaded in step (A). It should automatically connect to your existing settings.

Note: Some less used files may exist only in that OldFirefox folder, so I suggest retaining them for a few days in case we need to go looking for something in there.

Any improvement?