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I can't open firefox. These are the problem details. Problem Event Name: APPCRASH Application Name: firefox.exe Application Version: 23.0.1.4974 Appli

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  • Last reply by KatyMW

KatyMW
KatyMW
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Problem Event Name: APPCRASH 

 Application Name:	firefox.exe
 Application Version:	23.0.1.4974
 Application Timestamp:	520bc252
 Fault Module Name:	ntdll.dll
 Fault Module Version:	6.0.6002.18881
 Fault Module Timestamp:	51da3e27
 Exception Code:	c0000005
 Exception Offset:	00066448
 OS Version:	6.0.6002.2.2.0.768.3
 Locale ID:	2057
 Additional Information 1:	bfef
 Additional Information 2:	e8adce1c2b9e7be834b4063ac3c53863
 Additional Information 3:	bfef
 Additional Information 4:	e8adce1c2b9e7be834b4063ac3c53863

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Problem Event Name: APPCRASH Application Name: firefox.exe Application Version: 23.0.1.4974 Application Timestamp: 520bc252 Fault Module Name: ntdll.dll Fault Module Version: 6.0.6002.18881 Fault Module Timestamp: 51da3e27 Exception Code: c0000005 Exception Offset: 00066448 OS Version: 6.0.6002.2.2.0.768.3 Locale ID: 2057 Additional Information 1: bfef Additional Information 2: e8adce1c2b9e7be834b4063ac3c53863 Additional Information 3: bfef Additional Information 4: e8adce1c2b9e7be834b4063ac3c53863 Read our privacy statement: http://go.microsoft.com/fwlink/?linkid=50163&clcid=0x0409

Chosen solution

See if you can locate the program that the bitguard-dll file belongs to and uninstall this program.

This could also be a problem with Trusteer Rapport

Try to update or uninstall and reinstall Trusteer Rapport and if that doesn't help then disable/stop the program for now.

  • Start Menu > Programs > Trusteer Rapport > Stop Rapport
Read this answer in context 👍 2

All Replies (7)

iamjayakumars
iamjayakumars
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Create a new profile as a test to check if your current profile is causing the problems. See "Creating a profile":

Profile Backup and Restore

KatyMW
KatyMW Question owner
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Thanks for your response. I've tried it and it hasn't made a difference. I can start Firefox in safe mode but not in normal.

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
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Try to disable hardware acceleration in Firefox.

  • Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"

If it works in Safe Mode and in normal mode with all extensions (Firefox/Tools > Add-ons > Extensions) disabled then try to find which extension is causing it by enabling one extension at a time until the problem reappears.

Close and restart Firefox after each change via "Firefox > Exit" (Windows: Firefox/File > Exit; Mac: Firefox > Quit Firefox; Linux: Firefox/File > Quit)

https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

kobe
kobe
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We're sorry to hear that your Firefox seems to be crashing when you open it. Please perform the following steps to give us a crash report ID that helps us find out more about the cause of the crash.

  1. Press the following shortcut to get a Run window: [Windows] + [R]. This should bring up a window that contains a text field.
  2. In that text field, enter %APPDATA% and press Enter. An explorer window should open.
  3. From that explorer window, double-click on the Mozilla folder, then double-click on Firefox and then on Crash reports. Double-click on submitted.
  4. Now, you should see a list of files that contain reports. Go to View > Arrange Icons by > Modified to get the most recent files at the top of the window.
  5. Open the most recent 5 files with a text editor and copy the IDs.
  6. Paste each ID with bp- into the reply window on the forums.

Thanks in advance!

You can find more information and troubleshooting steps in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.

KatyMW
KatyMW Question owner
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Crash ID: bp-5f71232c-2ba3-4053-ab4d-5c8932130915 

Crash ID: bp-43fdc5d5-d24b-412c-96b0-9a9822130915
Crash ID: bp-74ec717a-d06b-4d5d-acd5-ce7662130915
Crash ID: bp-a2d691c6-f7c9-41aa-83c0-a73b92130915
Crash ID: bp-abf0962e-9f38-441f-9ee5-7970e2130915

Thanks :)

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
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Seçilmiş Həll

See if you can locate the program that the bitguard-dll file belongs to and uninstall this program.

This could also be a problem with Trusteer Rapport

Try to update or uninstall and reinstall Trusteer Rapport and if that doesn't help then disable/stop the program for now.

  • Start Menu > Programs > Trusteer Rapport > Stop Rapport

Modified by cor-el

KatyMW
KatyMW Question owner
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It worked! Thank you so much :)