Firefox crashes
Hello,
We are an company that provides IT support for our customers. Recently one of our newer customers have reported that their firefox keeps crashing. We already tried the following things :
- Updated the graphics driver (both update and clean install)
- Safe mode
- removed the profile
- reïnstalled firefox
- malware bytes free scan (no results)
The crashes stops sometimes for a day and then they come back.
Here are some Crash Reports :
- https://crash-stats.mozilla.com/report/index/aef84c1f-c1c7-464b-8c14-70a0c2150622 (22/06/2015)
- https://crash-stats.mozilla.com/report/index/0400a5b3-d13f-43c1-acd9-4f6f42150622
- https://crash-stats.mozilla.com/report/index/3a708f93-2a6c-4aa9-804f-5d1142150619 (19/6/2015)
- https://crash-stats.mozilla.com/report/index/681804f9-4dd0-42bf-9215-abed32150619
Can someone help us with this ?
Sincerely,
Jurgen
Izmjenjeno od strane Topware
All Replies (4)
A new crash signature and hovering outside the top 20 at present. Apparently the current suspicion from engineers is that it may be caused by malware.
Try with as many of the most up to date malware scanners possible. I have mentioned this thread in the related bug so I suggest you sign up to bugzilla then visit the bug page. By default you will get an option to click on [save changes] and will be cc by email on the bug progress.
- Bug 1175454 - startup crash in RtlpLowFragHeapFree | RtlFreeHeap | HeapFree | nsUrlClassifierPrefixSet::StoreToFd(mozilla::Scoped<T>&)
- Note https://bugzilla.mozilla.org/page.cgi?id=etiquette.html
It is usually best to wait to be asked for information, unless you can provide solutions. - But you may like to vote for the bug, and CC yourself.
- Note https://bugzilla.mozilla.org/page.cgi?id=etiquette.html
For forum cross referencing purposes
- Your Crash Reports bp-3a708f93-2a6c-4aa9-804f-5d1142150619
bp-3a708f93-2a6c-4aa9-804f-5d1142150619- Crash Signature: RtlpLowFragHeapFree | RtlFreeHeap | HeapFree | nsUrlClassifierPrefixSet::StoreToFd(mozilla::Scoped<T>&)
- Related Bugs: Bug 1175454
- See also /questions/1067780 & /questions/1067527
Thanks for looking into this so quickly. I'll update this post if the scan return any malware :
- Malware Bytes Free :
threat scan : nothing
- Malware bytes (Kaseya Anti Malware with license)
Quick Scan : nothing
Flash Scan : nothing
Full Scan : nothing
- SUPERAntiSpyware :
Critical Point Scan : nothing
Quick Scan : 40 tracking cookie found and removed
Full Scan : 2 tracking cookies
Custom Scan of C:\ : nothing
- Microsoft Safety Scanner :
Fast Scan : nothing
Full Scan : nothing
- adwCleaner :
Scan : nothing
- Kaspersky TDSSKiller :
Full Scan : no threats
Izmjenjeno od strane Topware
Don't forget to use Anti-rootkit utility TDSSKiller too.
TDSSKiller also found nothing.