Hello,

Certain Firefox problems can be solved by performing a Clean reinstall. This means you remove Firefox program files and then reinstall Firefox. Please follow these steps:

Note: You might want to print these steps or view them in another browser.

1. Download the latest Desktop version of Firefox from http://www.mozilla.org and save the setup file to your computer.
2. After the download finishes, close all Firefox windows (click Exit from the Firefox or File menu).
3. Delete the Firefox installation folder, which is located in one of these locations, by default:
   • Windows:
     • C:\Program Files\Mozilla Firefox
     • C:\Program Files (x86)\Mozilla Firefox
   • Mac: Delete Firefox from the Applications folder.
   • Linux: If you installed Firefox with the distro-based package manager, you should use the same way to uninstall it - see Install Firefox on Linux. If you downloaded and installed the binary package from the Firefox download page, simply remove the folder firefox in your home directory.
4. Now, go ahead and reinstall Firefox:
   1. Double-click the downloaded installation file and go through the steps of the installation wizard.
   2. Once the wizard is finished, choose to directly open Firefox after clicking the Finish button.

Please report back to see if this helped you!

Thank you.

Crash ID bp-d9bea701-7338-4634-9141-b97182131005 shows that Firefox is crashing in both KERNELBASE.dll and BitGuard.dll

Since Firefox also crashes in Firefox Safe Mode I would start by uninstalling the BitGuard program based on the following:

• http://filedennis.wordpress.com/2013/09/16/what-is-bitguard-exe-and-bitguard-dll/

See also:

• Troubleshoot Firefox issues caused by malware

dear AliceWyman

thank you for your help. i delete malware and i can start Fire fox!