Hello Rick195,

Thank you for posting on Mozilla Support. We value and appreciate you as a user.

Please provide us with crash ids.

1. Click the Windows Start button, and select Run... on Windows XP or press Windows Key + R on Windows Vista/7. Type in "%APPDATA%\Mozilla\Firefox\Crash Reports\submitted" including the quotation marks and click OK.

2. In the resulting folder will be a text file for each crash report you have submitted. Using the View menu, arrange them by date to find out which is the newest file; and double-click on it to open it.

3. Report back to us with the latest crash ids.

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Your solution did not work i tried it and a red box with an X popped up and said windows cannot locate this file ext.I am really disappointed in Firefox lately i do like Firefox features but i cannot and will not tolerate this kind of failure on your part it seems that when you updated recently this all began to unfold annoying,and stupid! i seem to be stuck here with no resolution to the issue your company has poorly started.This has been going on for days now almost a week and it seems that you are delinquent in resolving the issue you tell me to type in a special code for a file to report a crash that does not work and also,why is it that every time this box pops up saying you crashed it also gives you the option to write in the box about the crash i am experiencing so why are you not receiving this information? i am sorry to say that you have caused a major disruption with my computer and i am not going to tolerate this much longer if you do not resolve this within a few days and this is my limit as i am extremely angry and believe me i am not being spiteful i will delete Firefox and try another such as,google chrome,or Safari i am sure i will not have an issue like this i have never ever! experienced something like this before...

Hello Rick195,

Please accept my deepest apologies. I would love to work with you to resolve this issue. The steps I provided did work for those I provided support for within the past few days. I would suggest that you try again and to make sure you include the quotes and that there are no extra spacing or any previous command attached. If that still does not work, I would suggest you to run a malware check as this may be the cause of the issue. Thank You!

Sometimes a problem with Firefox may be a result of malware installed on your computer, that you may not be aware of.

You can try these free programs to scan for malware, which work with your existing antivirus software:

• Microsoft Safety Scanner
• MalwareBytes' Anti-Malware
• TDSSKiller - AntiRootkit Utility

Microsoft Security Essentials is a good permanent antivirus for Windows 7/Vista/XP if you don't already have one.

Further information can be found in the Troubleshoot Firefox issues caused by malware article.

Did this fix your problems? Please report back to us!

Well i tried the Microsoft Malware and everything is fine on this end and you are still crashing on me so with that said,i am giving you one more day to resolve this issue if i still get crashes from you i am sorry to say i will have to try another company as my browser and see if i have an issue with them if i don't,i will not be reinstalling Firefox again if i do,then it may be another issue so i will have to see but i have no Malware here but thank you for your response anyway...

Hello Rick195,

Thank you for responding back. I will further escalate this to my colleagues for further assistance. Somebody should be with you as soon as possible.

Thank You!

Hi Rick195,
You have not provided Crash IDs, as requested above by feer56 please try again to do that, as it will help us determine what is going wrong.

You seem to be able to use Firefox after it has crashed so try using 'about:crashes' to find recent submitted Crash IDs as explained in this article

• Troubleshoot Firefox crashes (closing or quitting unexpectedly)

(Or is it just a hang/crash when RealPlayer related software is in use, or a session restore) Please also attach a screenshot of the crash reporter or other error message (use the add images option after you have taken the screenshot).

• see How do I create a screenshot of my problem?

Try to boot the computer in Windows Safe mode with network support (press F8 on the boot screen) as a test to see if that helps.

If you can't open Firefox then see:

• http://kb.mozillazine.org/Mozilla_Crash_Reporter#Location_of_crash_reports
• http://kb.mozillazine.org/Mozilla_Crash_Reporter#Viewing_crash_reports

You people are telling me i have not responded to the instructions on entering crash ID i did!!! i tried that already as you instructed three times! i clicked on windows start i pressed the windows tab + R as i have windows vista typed in what you told me exactly as instructed clicked ok and a box pops up with a big red X in a circle which reads refers to location which is unavailable ext. and says just like this c\users\rick\appdata\roaming\mozilla\firefox\crashreports and that is that! is not letting me do so then you tell me to try and type in firefox locatiion bar and type about crashes ext. what is the firefox location bar? do you mean the address bar? because i typed in the address bar in the firefox browser and a whole bunch of information pops up about car crashes ext. so lol this is not it so can you please explain what is the Firefox location bar? i need to try this because my patience is running out thank you...

"%APPDATA%\Mozilla\Firefox\Crash Reports\submitted" is all you need to enter including the quotes. Nothing else should be entered. If you can open firefox and enter "about:crashes" without the quotes it will populate you with the list of crash ids. Please copy and paste those crash ids there so we can check on them.

Thanks!

Note that there is a space between Crash and Reports (Crash Reports) and thus quotes are required around the path (embedded spaces).
You can also go to "%APPDATA%\Mozilla\Firefox" and continue from there to "Crash Reports" and "submitted".

See also:

• http://kb.mozillazine.org/Mozilla_Crash_Reporter#Location_of_crash_reports
• http://kb.mozillazine.org/Mozilla_Crash_Reporter#Viewing_crash_reports

The "Application Data" folder in XP/Win2K and the "AppData" folder in Windows Vista and later Windows 7+ versions are hidden folders.

• http://kb.mozillazine.org/Show_hidden_files_and_folders

Hello i did as you instructed to separate crash reports and it worked so i clicked on the newest file and it is as follows...

crash id: bp-418d486a-95f6-46ad-be32-3cc142130119

thank you hope this helps...

The crashes are caused by Norton software like Norton Confidential or Norton Identity Safe as you can see by the crash signature of the crash report: [@ coffplgn.dll@0x3714 ]

• https://crash-stats.mozilla.com/report/index/bp-418d486a-95f6-46ad-be32-3cc142130119
• bug 783369 NEW --- Norton Confidential 2012/2013 crashes (couictlr.dll, coffplgn.dll)

Mozilla employee and SUMO Administrator Tyler Downer ([/user/633449]) is looking for users who can help to look into these crashes and they can contact him via a PM.

• [/forums/contributors/708917]
• [/messages/new?to=Tylerdowner]