Unsubmitted reports have not yet been sent to the Mozilla servers, so we can't look them up.

Reboot your system.

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 Submitted 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 +++++++++++++++++++++++++++ If you can't get Firefox to open, you will have to do this the hard way.

• https://support.mozilla.org/en-US/kb/mozillacrashreporter

Open the file browser / explorer on your computer. Note: You may have to enable Show Hidden Folders / Files. Enter this in the address bar;

Windows: %APPDATA%\Mozilla\Firefox\Crash Reports\submitted Win 7/Vista: C:\Users\<username>\AppData\Roaming\Mozilla\Firefox\Crash Reports\submitted Win XP/2000: C:\Documents and Settings\<username>\Application Data\Mozilla\Firefox\Crash Reports\submitted

Mac OS: /Users/<username>/Library/Application Support/Firefox/Crash Reports/submitted Linux: /home/<username>/.mozilla/firefox/Crash Reports/submitted

Copy the most Recent 5-7 File Names in the folder. Press the Reply button. Now go to the reply box and paste them in.

Do a clean reinstall of the current Firefox release and delete the Firefox program folder before installing a fresh copy of the current Firefox release.

• download the Firefox installer and save the file to the desktop
  *https://www.mozilla.org/en-US/firefox/all/#product-desktop-release

If possible uninstall your current Firefox version to cleanup the Windows Registry and settings in security software.

• do NOT remove "personal data" when you uninstall the current Firefox version, because this will remove all profile folders and you lose personal data like bookmarks and passwords including personal data in profiles created by other Firefox versions

Remove the Firefox program folder before installing that newly downloaded copy of the Firefox installer.

• (64-bit Firefox) "C:\Program Files\Mozilla Firefox\"
• (32-bit Firefox) "C:\Program Files (x86)\Mozilla Firefox\"

• it is important to delete the Firefox program folder to remove all the files and make sure there are no problems with files that were leftover after uninstalling

Your personal data like bookmarks is stored in the Firefox profile folder, so you won't lose personal data when you reinstall or update Firefox, but make sure NOT to remove personal data when you uninstall Firefox as that will remove all Firefox profile folders and you lose your personal data.

If you keep having problems then you can create a new profile as a quick test to see if your current profile is causing the problem.

• https://support.mozilla.org/en-US/kb/profiles-where-firefox-stores-user-data
• https://support.mozilla.org/en-US/kb/back-and-restore-information-firefox-profiles

Reinstall Firefox

• https://support.mozilla.org/en-US/kb/troubleshoot-and-diagnose-firefox-problems

Thank you so much, FredMcD and cor-el for responding-

I am going to have to do this "the hard way," per FredMcD, bc I cannot get FF to open. I'll visit the links you provided and tentatively try to follow the instructions

cor-el, your instructions look a little easier, except I am on a Mac. I'll check those re-install links.

More info: I had a similar problem, once before, and someone uninstalled a plug-in which seemed to fix this issue for a while. I wasn't aware I had any plug ins or similar add-ons.

Very frustrating - I didn't realize how dependent I am on FF, until this happened.

Thank you, Mari

Remember to post the file names here.

FredMcD- JFYI: I am running macOS Mojave 10.14.6 I have the free version of malwarebytes I am not super technical and maybe know enough to be dangerous...or nothing at all.

By holding down the Option key while opening the Go menu in Finder and then selecting Library, these are alI the submitted crash reports I can see/that are listed there. The second to last one is dated sept 13, 2020:

bp-aae938f2-91d7-4080-822b-38f6f0200913.txt bp-0c6cda65-ac31-4ec3-b926-ae1872150118.txt bp-8add3631-193f-444c-8b3c-5298c2170128.txt bp-50b87c70-a776-4133-98be-3f3a42170319.txt bp-387ac426-addc-42f4-b236-29cd82120223.txt bp-1743a436-fd60-4cae-89c5-1ab232160408.txt bp-872696be-b87c-4697-9cf1-048fa2120831.txt <---- bp-afc4d77d-4eec-4293-ae8c-6ffae0200618.txt

I'm wondering if this has to do with a FB link to open another page or a link to "open in browser" fr my email.

This link is broken: https://support.mozilla.org/t5/Firefox-crashes/Mozilla-Crash-Reporter/ta-p/1715

In the finder, i have gone ahead & pressed command+shift+dot to show hidden files (which are "ghosted").

I do not see anything specifically called--> "Folders / Files" in the finder or library.

The address bar of what? --> Enter this in the address bar "/Users/<username>/Library/Application Support/Firefox/Crash Reports/submitted

Thank you for your time and continued patience.

Hoping this is what you wanted me to post:

These are the submitted crash reports I can see vby holding down the Option key while opening the Go menu in Finder and then selecting Library. Also, pressed Command+Shift+Dot to see hidden files.

bp-0c6cda65-ac31-4ec3-b926-ae1872150118.txt bp-8add3631-193f-444c-8b3c-5298c2170128.txt bp-50b87c70-a776-4133-98be-3f3a42170319.txt bp-387ac426-addc-42f4-b236-29cd82120223.txt bp-1743a436-fd60-4cae-89c5-1ab232160408.txt bp-872696be-b87c-4697-9cf1-048fa2120831.txt bp-aae938f2-91d7-4080-822b-38f6f0200913.txt <--- Sept. 13, 2020 bp-afc4d77d-4eec-4293-ae8c-6ffae0200618.txt

Thank you for your time and patient consideration.

test test test

Hoping this response will go thru & is what you need. This is all I can see for submitted reports. 2d to last report dated 9/13/2020. All others quite old.

/Library/Application Support/Firefox/Crash Reports/submitted/bp-0c6cda65-ac31-4ec3-b926-ae1872150118.txt /Library/Application Support/Firefox/Crash Reports/submitted/bp-8add3631-193f-444c-8b3c-5298c2170128.txt /Library/Application Support/Firefox/Crash Reports/submitted/bp-50b87c70-a776-4133-98be-3f3a42170319.txt /Library/Application Support/Firefox/Crash Reports/submitted/bp-387ac426-addc-42f4-b236-29cd82120223.txt /Library/Application Support/Firefox/Crash Reports/submitted/bp-1743a436-fd60-4cae-89c5-1ab232160408.txt /Library/Application Support/Firefox/Crash Reports/submitted/bp-872696be-b87c-4697-9cf1-048fa2120831.txt /Library/Application Support/Firefox/Crash Reports/submitted/bp-aae938f2-91d7-4080-822b-38f6f0200913.txt /Library/Application Support/Firefox/Crash Reports/submitted/bp-afc4d77d-4eec-4293-ae8c-6ffae0200618.txt

sorry about the multiple posts!

Sorry for the delay. Current security holds some postings until the administrators release them.

bp-0c6cda65-ac31-4ec3-b926-ae1872150118 Crash Report Not Found

bp-8add3631-193f-444c-8b3c-5298c2170128 Crash Report Not Found

Product Firefox Release Channel release Version 80.0.1 Build ID 20200831163820 (2020-08-31) Buildhub data OS OS X 10.14 OS Version 10.14.6 18G5033

bp-aae938f2-91d7-4080-822b-38f6f0200913 Signature: TSFNTFont::GetFormat

Uptime 11 seconds

Crash Reason EXC_BAD_ACCESS / KERN_MEMORY_ERROR

Looks like memory issues.

Did you do the clean reinstall suggested by cor-el? (Completely remove the program including the Firefox folders in the Programs Folders.)

Hi FredMcD & cor-el- I haven't yet done the re-install; need some uninterrupted screen-time (caretaker for an elderly parent); looks scary, but I plan on doing it ASAP. Thank you. M

I do have a question: these instructions seem windows specific, to me:

If possible uninstall your current Firefox version to cleanup the Windows Registry and settings in security software.

do NOT remove "personal data" when you uninstall the current Firefox version, because this will remove all profile folders and you lose personal data like bookmarks and passwords including personal data in profiles created by other Firefox versions Remove the Firefox program folder before installing that newly downloaded copy of the Firefox installer.

(64-bit Firefox) "C:\Program Files\Mozilla Firefox\" (32-bit Firefox) "C:\Program Files (x86)\Mozilla Firefox\" it is important to delete the Firefox program folder to remove all the files and make sure there are no problems with files that were leftover after uninstalling

What would I do differently with an Apple?

Thank you,

The instructions would be much the same. Remove only the Firefox program folder.

Ok i tried this. It didn't work b/c think i skipped removing the program file I dragged firefox from the app folder to the trash I downloaded firefox.

I don't know where the "program folders" for firefox are, or what they look like. I am in the library and i see the personal login and password files; bookmarks etc.

M

i see the personal login and password files; bookmarks etc.

That is the profile folder. Do not remove it.