We're sorry to hear that your Firefox seems to be crashing. 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. Enter about:crashes in the Firefox location bar (that's where you enter your website names) and press Enter. You should now see a list of submitted crash reports.
2. Copy the most recent 5 report IDs that you see in the crash report window and paste them into your forum response.

Thanks in advance for your help!

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

Thanks for your response and here is the info you requested: Report ID Date Submitted

899d4524-aae3-4e77-8233-9a413265121e 11/19/2012 8:51 AM
acd38b26-e9b9-411d-a5b8-c0f751da9c3b 11/19/2012 8:42 AM
bp-9f90bbe6-a2cc-4027-8dc8-aa1e92121113 11/13/201 21:49 PM
def4337e-4a6e-4071-9fa8-5cd329c2c035 9/14/2012 9:49 AM
bp-02451ff4-4667-4eef-9550-f13732120821 8/21/2012 4:19 PM
bp-a2ba8c43-872d-48d4-8158-9efb02120821 8/21/2012 4:11 PM
bp-5fd7ad48-8a74-45d8-a17f-c3eba2120821 8/21/2012 4:10 PM
bp-1cbddd06-292f-4d4c-a894-871b42120821 8/21/2012 4:09 PM
bp-b6fc7118-86ff-4d80-b5a7-547a02120817 8/17/2012 5:45 AM
bp-02e3f700-afa5-4fed-9d95-748bb2110802 8/2/2011 11:23 AM
14e6db30-8c3c-41be-a8aa-2deceb790eb2 2/15/2011 4:48 PM

Update your Firefox to Firefox 17.0.1

Type about:crashes in URL provide the last two crash id.
its with bp-

Like iamjayakumars said, first update to Firefox 17.0.1. Then, test again. unfortunately the crash ID's you gave were never submitted properly, so you will have to test this again, and see if you can reproduce the crash with Firefox 17. IF you can, after submitting the crash to Mozilla, go to about:crashes, click the Crash ID for the most recent crash (check the date and time to see) and then copy the Crash ID (it should change to something with bp- in front).

Some appears to be reports from Firefox 14 that may be related to hardware acceleration.

• http://crash-stats.mozilla.com/report/index/bp-02451ff4-4667-4eef-9550-f13732120821
• http://crash-stats.mozilla.com/report/index/bp-a2ba8c43-872d-48d4-8158-9efb02120821
• http://crash-stats.mozilla.com/report/index/bp-5fd7ad48-8a74-45d8-a17f-c3eba2120821
• http://crash-stats.mozilla.com/report/index/bp-1cbddd06-292f-4d4c-a894-871b42120821

Try to disable hardware acceleration in Firefox.

• Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"
• https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes

• https://hacks.mozilla.org/2010/09/hardware-acceleration/

Clear the cache and the cookies from sites that cause problems.

"Clear the Cache":

• Tools > Options > Advanced > Network > Cached Web Content: "Clear Now"

"Remove Cookies" from sites causing problems:

• Tools > Options > Privacy > Cookies: "Show Cookies"

I have updated to Firefox 17.0.1 as suggested by iamjayakumars and here are the crash IDs you requested: bp-9f90bbe6-a2cc-4027-8dc8-aa1e92121113 and bp-f224a6bc-efe6-42f8-b14b-5679f2121227. I plan to test the Amazon checkout site again and see if upgrading fixed the crashing problem. Thanks

Those crash Stats are empty and old. Please update to 17 and then try to make Firefox crash again. I'm interested in seeing that stack, not the old ones.

Both those crash reports have an [ @ EMPTY ] signature, so unfortunately they do not provide any help.

OK after I updated Firefox I tried to checkout with Amazon.com. Here is the error report: bp-f224a6bc-efe6-42f8-b14b-5679f212122712/27/20123:27 PM. Now What??

Hmm, it seems like you are still using Firefox 16 (at least that is what that Stack says). Can you confirm you have updated to 17.0.1 by typing about: into your address, bar pressing enter, and seeing the version there?

I checked as you suggested and it says version 17.0.1 and states: Build identifier: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:17.0) Gecko/20100101 Firefox/17.0. Now what...and thanks so far.

Create a new profile as a test to check if your current profile is causing the problems.

See "Creating a profile":

• https://support.mozilla.org/kb/profile-manager-create-and-remove-firefox-profiles
• http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Profile_issues

If the new profile works then you can transfer some files from an existing profile to the new profile, but be careful not to copy corrupted files.

• http://kb.mozillazine.org/Transferring_data_to_a_new_profile_-_Firefox

Ok, I' going to give you a few things to try:

Completely Reinstall Firefox

Please follow these steps one by one:

1. Download the latest Desktop version of Firefox from http://www.mozilla.org and save the setup file to your computer.
2. After the download finishes, close all Firefox windows (click Exit from the Firefox or File menu) and confirm all upcoming messages.
3. Now, uninstall Firefox by following the steps mentioned in the Uninstall Firefox article.

IMPORTANT: On Windows, the uninstaller has the option to remove your personal data and settings. Make sure that you do not check this option; otherwise all of your bookmarks, passwords, extensions, user customizations and other Firefox user profile data will be removed from your computer.

After uninstalling Firefox on Windows, delete the "Mozilla Firefox" program folder, located by default in one of these locations:

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

1. Go to the Windows Start menu and click on "Computer".
2. In the Explorer window that opens, double click Local Disk (C:) to open the C:\ drive.
3. Find the "Program Files (x86)" folder or "Program Files" folder.
   • On 32-bit Windows, double-click the Program Files folder to open it.
   • On 64-bit Windows, you will see a "Program Files (x86)" folder AND a "Program Files" folder. Open the Program Files (x86) folder.
4. Look for a Mozilla Firefox folder. If you find one, right-click it and select Delete and confirm that you want to move the folder to the Recycle Bin.

Now, go ahead and reinstall Firefox:

1. Double-click the downloaded installation file and go through the steps of the installation wizard.
2. Once the wizard is finished, choose to directly open Firefox after clicking the Finish button.

Reset Firefox

The Reset Firefox feature can fix many issues by restoring Firefox to its factory default state while saving your essential information. Note: This will cause you to lose any Extensions, Open websites, and some Preferences.

To Reset Firefox do the following:

1. Go to Firefox > Help > Troubleshooting Information.
2. Click the "Reset Firefox" button.
3. Firefox will close and reset. After Firefox is done, it will show a window with the information that is imported. Click Finish.
4. Firefox will open with all factory defaults applied.

Further information can be found in the Refresh Firefox - reset add-ons and settings article.

Scan for Malware

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 some of the following programs to scan for malware:

• MalwareBytes' Anti-Malware
• TDSSKiller - AntiRootkit Utility
• Microsoft Security Essentials (A good permanent anti-virus 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!