We're sorry to hear that Firefox is crashing. In order to assist you better, please follow the steps below to provide us crash IDs to help us learn more about your crash.

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

1. Enter about:crashes in the Firefox address bar and press Enter. A list of Submitted/Unsubmitted Crash Reports will appear, similar to the one shown below.
2. Copy the 5 most recent Submitted Report IDs that start with bp- and then go back to your forum question and paste those IDs into the "Post a Reply" box.

Note: If a recent Report ID does not start with bp- click on it to submit the report.

(Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.)

Thank you for your help!

More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.

Start Firefox using Troubleshoot(Safe) Mode {web link}

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

Fred,

Thanks for the quick response. I followed the instructions about starting Firefox in safe mode but as soon as I went to a URL I got the same message that the program was not responding. Should I re-install Firefox?

Cheryl

Did you find any recent crash reports?

Should I re-install Firefox?

Let's try this first;

Use these links to create a new profile. Use this new profile as is. Is the problem still there?

https://support.mozilla.org/en-US/kb/how-run-firefox-when-profile-missing-inaccessible

http://kb.mozillazine.org/Profile_folder_-_Firefox#Navigating_to_the_profile_folder

https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles

https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles

Type about:profiles<enter> in the address bar.

Fred,

Thanks again but I've since experienced the same problem with another program, so I assume the problem is with my computer, not Firefox. I run two mal-ware programs (McAfee and Malwarebytes) that scan once a week each. I am now running a full McAfee scan that's more than half-way complete and hasn't found any issues. I defrag my drive weekly and delete all history each time I close the browser. For another issue I reloaded my Office, so that only seems to leave Windows itself. I may just have to reload that.

You may have ad/mal-ware. Further information can be found in this article; https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-caused-malware?cache=no

Run most or all of the listed free to use malware scanners. Each works differently. If one program misses something, another may pick it up.