Let's call them System 1 and system 2. Post the information requested in that format.

Start Firefox in Safe Mode {web Link} by holding down the <Shift>
(Mac Options) key, and then starting Firefox. Is the problem still there?

While still in Safe Mode;

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP in front of the numbers, click it and select Submit.

Using your mouse, mark the most resent 7 - 10 crash reports, and copy them. Now go to the reply box below and paste them in.

Report ID Date Submitted bp-cc24fead-3a64-4c1e-9c88-b3b872150410 4/10/2015 3:36 PM bp-e7923b4a-1a34-4317-b5e3-bbdae2150410 4/10/2015 2:52 PM bp-49478a26-e19d-4d3c-89c8-1e2fb2150410 4/10/2015 1:20 PM 9fea252b-80ad-4ec1-ab1f-b694d6ef25d1 3/19/2015 4:00 PM 1b54add8-40aa-4d5c-8b4d-3e0324b18c7c 2/5/2015 3:05 PM 696c59cb-3e38-474a-8225-4e19b10d2c7c 1/10/2015 2:29 PM 5ac467d8-aafe-46fe-85b9-403d5b96115c 12/17/2014 3:31 PM 522b6802-8580-45b0-9293-961586ebd05b 11/26/2014 2:24 PM 6923e14a-0834-447b-892f-7010b35a631a 10/1/2014 4:18 PM 03453e0e-6182-4e59-a016-6f0b1fd8c8bf 9/17/2014 3:28 PM 19206071-f411-4cde-a822-c8e93f5e5192 7/23/2014 11:23 AM 31987096-5505-4bcb-82a5-0f1d27e6520c

Some of your crash reports weren’t sent to the Mozilla Servers.

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP in front of the numbers, click it and select Submit.

Using your mouse, mark the most resent 7 - 10 crash reports, and copy them. Now go to the reply box below and paste them in.

Are these reports from both, or just one computer?

Signature shutdownhang

IPSEng32.dll = Symantec Intrusion Detection

IPSLdr32.dll = Symantec Intrusion Detection

Download the current full installers for your Norton programs and save them.

Download and run the Norton Removal Tool to uninstall your Norton product

After rebooting the computer, run a registry scanner. Then run the installers.

Fred, everything sent earlier was from one computer at my office. I am not nearly technical enough to follow all your instructions. I sent you several crash reports which and three today show question marks after them. I really do not want to have to remove norton get a norton tool to remove and reinstall my norton. Can't I just go back to the earlier firefox version? The problem is that I have a norton password vault and this is fouling that up as well. I hope there is a better solution to all of this than what you are offering. Richard Report ID Date Submitted bp-cc24fead-3a64-4c1e-9c88-b3b872150410 4/10/2015 3:36 PM bp-e7923b4a-1a34-4317-b5e3-bbdae2150410 4/10/2015 2:52 PM bp-49478a26-e19d-4d3c-89c8-1e2fb2150410 4/10/2015 1:20 PM 9fea252b-80ad-4ec1-ab1f-b694d6ef25d1 3/19/2015 4:00 PM 1b54add8-40aa-4d5c-8b4d-3e0324b18c7c 2/5/2015 3:05 PM 696c59cb-3e38-474a-8225-4e19b10d2c7c 1/10/2015 2:29 PM 5ac467d8-aafe-46fe-85b9-403d5b96115c 12/17/2014 3:31 PM 522b6802-8580-45b0-9293-961586ebd05b 11/26/2014 2:24 PM 6923e14a-0834-447b-892f-7010b35a631a 10/1/2014 4:18 PM 03453e0e-6182-4e59-a016-6f0b1fd8c8bf 9/17/2014 3:28 PM 19206071-f411-4cde-a822-c8e93f5e5192 7/23/2014 11:23 AM 31987096-5505-4bcb-82a5-0f1d27e6520c

Fred, everything sent earlier was from one computer at my office. I am not nearly technical enough to follow all your instructions. I sent you several crash reports which and three today show question marks after them. I really do not want to have to remove norton get a norton tool to remove and reinstall my norton. Can't I just go back to the earlier firefox version? The problem is that I have a norton password vault and this is fouling that up as well. I hope there is a better solution to all of this than what you are offering. Richard Report ID Date Submitted bp-cc24fead-3a64-4c1e-9c88-b3b872150410 4/10/2015 3:36 PM bp-e7923b4a-1a34-4317-b5e3-bbdae2150410 4/10/2015 2:52 PM bp-49478a26-e19d-4d3c-89c8-1e2fb2150410 4/10/2015 1:20 PM 9fea252b-80ad-4ec1-ab1f-b694d6ef25d1 3/19/2015 4:00 PM 1b54add8-40aa-4d5c-8b4d-3e0324b18c7c 2/5/2015 3:05 PM 696c59cb-3e38-474a-8225-4e19b10d2c7c 1/10/2015 2:29 PM 5ac467d8-aafe-46fe-85b9-403d5b96115c 12/17/2014 3:31 PM 522b6802-8580-45b0-9293-961586ebd05b 11/26/2014 2:24 PM 6923e14a-0834-447b-892f-7010b35a631a 10/1/2014 4:18 PM 03453e0e-6182-4e59-a016-6f0b1fd8c8bf 9/17/2014 3:28 PM 19206071-f411-4cde-a822-c8e93f5e5192 7/23/2014 11:23 AM 31987096-5505-4bcb-82a5-0f1d27e6520c

Norton may have a problem. By doing a full install, it should remove the problem. If you want, you can have the Norton support help you with it.

Right click the Norton icon on you task bar (by the clock) and select Get Support. Tell the tech what I said and why.

getrtv said

three today show question marks after them.

If you mean on the post above, that is an information icon. It tells you general information about crash reports.

Two last things;

Some of your crash reports weren’t sent to the Mozilla Servers.

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP in front of the numbers, click it and select Submit.

Using your mouse, mark the most resent 7 - 10 crash reports, and copy them. Now go to the reply box below and paste them in.

Type about:addons<enter> in the address bar to open your Add-ons Manager. Hot key; <Control>(Mac:<Command>)<Shift> A)

In the Add-ons Manager, on the left, select Extensions. Locate and Disable the Norton Toolbar.

Use "Firefox > Exit" (Windows: Firefox/File > Exit; Mac: Firefox > Quit Firefox; Linux: Firefox/File > Quit) to close Firefox if you are currently doing that by clicking the close X on the Firefox title bar.

I followed FredMcD recommendations and now up and running but I must say that the FF 37.01 download did not go smooth and then later the Norton was also difficult to add the patch. Say what they want but I have added lots of FF upgrades and this was is lacking something and my machine still seems slower even though it is no longer exhibiting the earlier issues. Richard

There my be a problem with the Norton registry entries. Let me know if you want to check it out.

https://support.mozilla.org/en-US/questions/1048938 Firefox takes two minutes plus to load, apparent clash with Norton Internet Security

Norton showed where to exclude things from Autoprotect Open Norton Administrative Settings. Under Performance Monitoring, find Program Exclusions. To its far right, press the Configure + link.

You will have to add each program one at a time from the Mozilla Firefox and Mozilla Maintenance Service<Windows> folders..

I am answering you on my home pc and it is not showing the problem to the same degree but would like you to address the Norton registry issue: There may be a problem with the Norton registry entries. Let me know if you want to check it out. How do we proceed? I may have to pursue this with you on Monday at my office. I have Norton Internet Security on the Home PC and Norton 360 on the office that is provided by Comcast as my internet service provider. Thank you for your help. Richard

In my case, I had two problems. My Firefox was slow. Mostly when Opening a window, closing, new tab . . . . When I disabled the Norton toolbar, that problem went away. That issue was resolved by telling it to not scan Firefox (see "Norton showed where to exclude things from Autoprotect" above). But I found another problem. On search pages, a Norton Safety Icon should appear, but there was none.

I was on the phone to Norton Support for an hour. First with a tech, then a senior tech, who found the problem in the registry. Since then, when that problem came back, I applied the same fix to correct it.

Note: If you are not sure at any point . . . . .STOP ! ! and ask.

Open your Windows Registry Editor: RegEdit.exe

Using the "tree" on the left window, go to this branch; HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Mozilla\
Firefox\Extensions

Click on the above branch. Now look in the right window. You will see several entries. The two entries below are what are in my registry. Notice that the values are almost the same.

Now look at your entries. Your system may have different values, so see how mine are compared to yours. Note: the below is only one line each.

{ABDE892B-13A8-4d1b-88E6-365A6E755758}"="C:\\ProgramData\\
Norton\\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\\
N360_21.1.0.18\\IPSFF" "{BBDA0591-3099-440a-AA10-41764D9DB4DB}"="C:\\ProgramData\\Norton\\
{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\\N360_21.1.0.18\\IPSFF"

==========================

{2D3F3651-74B9-4795-BDEC-6DA2F431CB62}="C:\ProgramData\\
Norton\\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\\
N360_21.1.0.18\\coFFPlgn\\"

Each entry above leads to a file in the Norton Program folder.

If the fix works, you can create a backup just in case. In the editor, right click the branch, and select Export. Note: as new upgrades are installed, the information in the tree may change.

Fred, I have only one of the entries you have in the registry. This one: HKEY_LOCAL_MACHINE\SOFTWARE\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}. What are you wanting me to do? There was no Mozilla entry in the Wow6432Node only HP & Microsoft? Are you familiar with another password management program I could use like the Norton ID that doesn't have all these upgrades. I was just reviewing one called lastpass. It is a real pain everytime there is an upgrade I lose my vault. I am not having much success short of disabling the Norton Support Bar. Richard

The "tree branch" you need is; HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Mozilla\Firefox\Extensions Please look again. If you don't have it, then I suggest you contact Norton Support. Tell them what I said needs to be done.

The Norton icon next to your clock on the Task Bar, right click it and select Get Support. Once you get thru the menus, ask for a live tech.

Good luck.

In my registry there is an entry in Software/Mozilla/extensions but I don't know how to copy these like you did. What initiates the upgrade Mozilla or Norton? Does Mozilla come up with an upgrade and then Norton comes up with a patch for it to work or the other way around. It seems to me that my Norton Tool Bar disappears first prompting me to seek an upgrade from Mozilla?

If you want me to continue on this, it will be with me going half blind. I suggest you take all the information, and contact Norton.

If you want to trust me, I can't offer a guarantee, do this;

Open the RegEdit program. Go to this "tree branch"; HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Mozilla\
Firefox\Extensions

On that branch, in the left window, right click that branch and select Export. When asked, save this to your desktop.

Now, open the browser to; http://pastebin.mozilla.org/ Open the REG file in a text program. Copy everything in the file. Then paste into the browser window. On the bottom, select 30 days. Submit. the window will reopen with a new web address. Copy the address, then send it to me as a private message. Click my name to the left of this post.

Norton came on board yesterday for my office pc and it seems to be working ok now. Meaning no more crashes or error messages since yesterday. I figured out that the wow64 is for 64bit machines as my home pc is 64 bit and shows like yours but my office pc is 32bit and houses the entry in Mozilla in a sub tree called extensions. I had Norton chat attempt to fix the home pc last night and the two different techs from India did seem to have the touch that the tech that worked on my office had. I ran the registry cleaner several times this morning and was getting no more crash messages but time will tell and I may be back to you. I am also thinking about try a different "Password Vault" like last pass to see what happens?

That's good to hear. As soon as you find the time, make a backup of that part of the registry on both computers and save them to safe places.

I spoke to fast about the home pc as it crashed 3 times with crash reports sent to Mozilla. I remember that each of the 2 times I have installed upgrade 37.01 it fail to download and had to load from a different spot due to some error. Is that a possible glitch causing the crashes?

Sometimes, when you do an update, there may be problems.

Download Firefox Full Installer For All languages And Systems {web link}

Please post any new crash reports.

When does the crash happen? What were you / Firefox doing?