What's your computer system and Firefox version?

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP- in front of the numbers/letters, click it to submit them.

The crash report is several pages of data. We need the report numbers to see the whole report.

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

For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support

Hey! Thanks... Here is what we got:

Report ID Date Submitted bp-970c3fb7-24b1-476e-ae9e-f03020180101 2018-01-01 11:21 AM bp-b932ab9f-fe76-4a75-be99-f5b060171202 2017-12-01 11:48 PM bp-3bcfdc55-b4b1-43fc-82f5-b4c0e0171129 2017-11-28 9:55 PM bp-8ca30d7e-753d-4e7e-996d-c19661170723 2017-07-23 10:18 AM bp-f663caa0-d7cf-42c3-8f41-1b63f1170723 2017-07-22 6:49 PM bp-9ff40123-858f-4d8d-b688-fc7272170319 2017-03-19 5:18 PM bp-0f272626-e742-415e-9571-9b5b62161012 2016-10-12 3:22 PM bp-884ebc3a-0ddb-433d-a71a-c10da2161012 2016-10-12 3:21 PM bp-d8cee29b-4686-4b63-8927-ff7932161012 2016-10-12 3:21 PM

Please note, only the first one worked when I clicked on it.

Okay, let's see what we got here.

Product Firefox Release Channel release Version 57.0 Build ID 20171112125346 OS Windows 10 OS Version 10.0.16299

https://support.mozilla.org/en-US/kb/update-firefox-latest-version?cache=no Did you update Firefox to the latest version 57.0.3

bp-970c3fb7-24b1-476e-ae9e-f03020180101 Signature: ObjectFromDIBResource

inputhost.dll = Microsoft +++++++++++++++++++++++++++++++++++++++++++++++++ Crash reports collected before 12-24 are unavailable. See bug 1427111 for details

Perform a System File Check to fix corrupted system files

Win 7, 8, 10, Vista: https://support.microsoft.com/en-us/kb/929833 Win XP: https://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/system_file_checker.mspx?mfr=true

Wiki - Windows 10 System File Check http://answers.microsoft.com/en-us/windows/wiki/windows_10-update/system-file-check-sfc-scan-and-repair-system-files/bc609315-da1f-4775-812c-695b60477a93

FredMcD said

Okay, let's see what we got here. Product Firefox Release Channel release Version 57.0 Build ID 20171112125346 OS Windows 10 OS Version 10.0.16299 https://support.mozilla.org/en-US/kb/update-firefox-latest-version?cache=no Did you update Firefox to the latest version 57.0.3

---

bp-970c3fb7-24b1-476e-ae9e-f03020180101 Signature: ObjectFromDIBResource

inputhost.dll = Microsoft +++++++++++++++++++++++++++++++++++++++++++++++++ Crash reports collected before 12-24 are unavailable. See bug 1427111 for details

hmm...when I do Help-->About FireFox I get this: (see attached)

um..what is going on? Help me Obi-Wan Kenobi...you are my only hope....

FredMcD said

Perform a System File Check to fix corrupted system files Win 7, 8, 10, Vista: https://support.microsoft.com/en-us/kb/929833 Win XP: https://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/system_file_checker.mspx?mfr=true Wiki - Windows 10 System File Check http://answers.microsoft.com/en-us/windows/wiki/windows_10-update/system-file-check-sfc-scan-and-repair-system-files/bc609315-da1f-4775-812c-695b60477a93

Ok ...survey says:

C:\WINDOWS\system32>sfc /scannow

Beginning system scan. This process will take some time.

Beginning verification phase of system scan. Verification 100% complete.

Windows Resource Protection did not find any integrity violations.

C:\WINDOWS\system32>

Your picture shows you on the beta channel. Are you still having problems?

Start Firefox in Safe Mode {web link} by holding down the <Shift> (Mac=Options) key, and then starting Firefox.

A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?

FredMcD said

Your picture shows you on the beta channel. Are you still having problems? Start Firefox in Safe Mode {web link} by holding down the <Shift> (Mac=Options) key, and then starting Firefox. A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?

Wow you on this - thanks for that!

Yes, failed in Safe Mode. So the Help says I am using Beta (v58), the logs show I am using not a beta (v57). I tried uninstalled and then reinstalled (v58) same issue. Wonder - is there a clean uninstall? Should I install v57

Going to their site points me to https://www.mozilla.org/en-US/firefox/new/?scene=2 Which is the version I downloaded...

Thanks, mr.V

uninstall Firefox. Then Delete the Mozilla Firefox Folders in C:\Program Files and C:\Program Files(x86) Then restart system. Then run Windows Disk Cleanup. (Note: This should be Pinned and run Weekly, If never done below expect 10's of gig's) Then run it again and click the button that says Cleanup System Files. Note: your Firefox Profile is saved. But you should make a back up before you do :

• https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles
• https://support.mozilla.org/en-US/kb/export-firefox-bookmarks-to-backup-or-transfer

Reinstall with Current Release Firefox 57.0.3 with a Full Version Installer

• https://www.mozilla.org/firefox/all/

Please let us know if this solved your issue or if need further assistance.

Pkshadow said

uninstall Firefox. Then Delete the Mozilla Firefox Folders in C:\Program Files and C:\Program Files(x86) Then restart system. Then run Windows Disk Cleanup. (Note: This should be Pinned and run Weekly, If never done below expect 10's of gig's) Then run it again and click the button that says Cleanup System Files. Note: your Firefox Profile is saved. But you should make a back up before you do :

• https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles
• https://support.mozilla.org/en-US/kb/export-firefox-bookmarks-to-backup-or-transfer

Reinstall with Current Release Firefox 57.0.3 with a Full Version Installer

• https://www.mozilla.org/firefox/all/

Please let us know if this solved your issue or if need further assistance.

Ok, I tried uninstalling it, did the disk clean up, downloaded v57

this is the screen I get now:

note is says FireFox Quantum - is that correct? Same issue - crashes when the file explorer comes up to select a file

Quantum is the name of the new Firefox.

Please post the new crash reports.

FredMcD said

Quantum is the name of the new Firefox. Please post the new crash reports.

Report ID Date Submitted bp-e6924d72-8af1-4ae5-ae83-f69260180102 2018-01-01 9:41 pm

Product Firefox Release Channel release Version 56.0.1 Build ID 20171002220106 OS Windows 10 OS Version 10.0.15063

bp-e6924d72-8af1-4ae5-ae83-f69260180102 Signature: IPCError-browser | ShutDownKill

Attention Sumo's There are 25 related bug reports.

nvwgf2umx.dll = Dwm.exe = Microsoft Desktop Window Manager

Type about:support in the address bar and press Enter. Under the main banner, press the button; Copy Text To Clipboard.. Now in the Reply Box on the forum page, do a right-click in the box and select Paste.

This will show us your system details. No Personal Information Is Collected.

Name: Firefox Version: 57.0.3 Build ID: 20171226083017 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:57.0) Gecko/20100101 Firefox/57.0 OS: Windows_NT 10.0 Multiprocess Windows: 1/1 (Enabled by default) Web Content Processes: 3/4 Stylo: true (enabled by default) Google Key: Found Mozilla Location Service Key: Found Safe Mode: false

Crash Reports for the Last 3 Days Report ID: bp-e6924d72-8af1-4ae5-ae83-f69260180102 Submitted: 21 hours ago

Report ID: bp-970c3fb7-24b1-476e-ae9e-f03020180101 Submitted: 1 day ago

Name: Activity Stream Version: 2017.11.07.1100-7f4e3634 ID: activity-stream@mozilla.org

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

Name: Disable Media WMF NV12 format Version: 1.1 ID: disable-media-wmf-nv12@mozilla.org

Name: Firefox Screenshots Version: 19.2.0 ID: screenshots@mozilla.org

Name: Follow-on Search Telemetry Version: 0.9.6 ID: followonsearch@mozilla.com

Name: Form Autofill Version: 1.0 ID: formautofill@mozilla.org

Name: Multi-process staged rollout Version: 3.05 ID: e10srollout@mozilla.org

Name: Photon onboarding Version: 1.0 ID: onboarding@mozilla.org

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

Name: Shield Recipe Client Version: 76.1 ID: shield-recipe-client@mozilla.org

Name: Web Compat Version: 1.1 ID: webcompat@mozilla.org

Extensions

Name: Honey Version: 10.5.6 Enabled: true ID: jid1-93CWPmRbVPjRQA@jetpack

Name: Video DownloadHelper Version: 7.1.1 Enabled: true ID: {b9db16a4-6edc-47ec-a1f4-b86292ed211d}

Graphics

Features Compositing: Direct3D 11 (Advanced Layers) Asynchronous Pan/Zoom: wheel input enabled; scrollbar drag enabled; keyboard enabled; autoscroll enabled WebGL 1 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 000000000000b367) EGL_VERSION: 1.4 (ANGLE 2.1.0.dec065540d5f) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture_nv12 EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses WebGL 1 Driver Renderer: Google Inc. -- ANGLE (NVIDIA GeForce GT 635 Direct3D11 vs_5_0 ps_5_0) WebGL 1 Driver Version: OpenGL ES 2.0 (ANGLE 2.1.0.dec065540d5f) WebGL 1 Driver Extensions: GL_ANGLE_depth_texture GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_pack_reverse_row_order GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object WebGL 1 Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_frag_depth EXT_shader_texture_lod EXT_texture_filter_anisotropic EXT_disjoint_timer_query OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context MOZ_WEBGL_lose_context MOZ_WEBGL_compressed_texture_s3tc MOZ_WEBGL_depth_texture WebGL 2 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 000000000000b367) EGL_VERSION: 1.4 (ANGLE 2.1.0.dec065540d5f) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture_nv12 EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses WebGL 2 Driver Renderer: Google Inc. -- ANGLE (NVIDIA GeForce GT 635 Direct3D11 vs_5_0 ps_5_0) WebGL 2 Driver Version: OpenGL ES 3.0 (ANGLE 2.1.0.dec065540d5f) WebGL 2 Driver Extensions: GL_ANGLE_depth_texture GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_pack_reverse_row_order GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_float GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_norm16 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_EGL_image_external_essl3 GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object WebGL 2 Extensions: EXT_color_buffer_float EXT_texture_filter_anisotropic EXT_disjoint_timer_query OES_texture_float_linear WEBGL_compressed_texture_s3tc WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_lose_context MOZ_WEBGL_lose_context MOZ_WEBGL_compressed_texture_s3tc Direct2D: true DirectWrite: true (10.0.16299.15) GPU #1 Active: Yes Description: NVIDIA GeForce GT 635 Vendor ID: 0x10de Device ID: 0x1280 Driver Version: 22.21.13.8546 Driver Date: 8-25-2017 Drivers: C:\WINDOWS\System32\DriverStore\FileRepository\nvhdc.inf_amd64_261118f104023aa1\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvhdc.inf_amd64_261118f104023aa1\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvhdc.inf_amd64_261118f104023aa1\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvhdc.inf_amd64_261118f104023aa1\nvldumdx.dll C:\WINDOWS\System32\DriverStore\FileRepository\nvhdc.inf_amd64_261118f104023aa1\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvhdc.inf_amd64_261118f104023aa1\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvhdc.inf_amd64_261118f104023aa1\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvhdc.inf_amd64_261118f104023aa1\nvldumd.dll Subsys ID: 29201462 RAM: 2048

Diagnostics AzureCanvasAccelerated: 0 AzureCanvasBackend: Direct2D 1.1 AzureCanvasBackend (UI Process): skia AzureContentBackend: Direct2D 1.1 AzureContentBackend (UI Process): skia AzureFallbackCanvasBackend (UI Process): cairo GPUProcessPid: 4192 Decision Log WEBRENDER: opt-in by default: WebRender is an opt-in feature unavailable by runtime: Build doesn't include WebRender

Media

Audio Backend: wasapi Max Channels: 2 Preferred Channel Layout: stereo Preferred Sample Rate: 48000 Output D

I called for more help.

Thanks....this is bizarre. I wonder if it because I downloaded the v58 beta...

If you want, try downloading the current version. Is the problem still there?

Yes, same problem. Edge is working. So is Chrome.

Very strange.