Hi,

We are currently aware of this bug. Please see bug 1304360 for more information about the situation.

This issue can currently be solved by disabling hardware acceleration on Firefox.

The developers need your help to solve this issue. If possible, can you please enter about:support in the Firefox address bar. This page contains information about your system and Firefox. Please click the Copy text to clipboard button and paste the information into this thread. This will help the developers to discover the cause of the issue and create a potential patch.

Thanks in advance for your assistance with this bug. Sorry for any inconvenience.

Here is the about:support info. Thanks!

Application Basics

Name: Firefox Version: 49.0.1 Build ID: 20160922113459 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 6.0; WOW64; rv:49.0) Gecko/20100101 Firefox/49.0 OS: Windows_NT 6.0 Multiprocess Windows: 0/1 (Disabled by add-ons) Safe Mode: false

Crash Reports for the Last 3 Days

All Crash Reports

Extensions

Name: AdBlocker Ultimate Version: 2.23 Enabled: true ID: [email protected]

Name: Google Search by Image Version: 0.3.1-signed.1-signed Enabled: true ID: [email protected]

Name: Multi-process staged rollout Version: 1.3 Enabled: true ID: [email protected]

Name: New Tab Homepage Version: 0.5.2 Enabled: true ID: {66E978CD-981F-47DF-AC42-E3CF417C1467}

Name: Pocket Version: 1.0.4 Enabled: true ID: [email protected]

Name: Remoku Version: 3.1-signed.1-signed Enabled: true ID: [email protected]

Name: Web Compat Version: 1.0 Enabled: true ID: [email protected]

Name: Microsoft .NET Framework Assistant Version: 0.0.0 Enabled: false ID: {20a82645-c095-46ed-80e3-08825760534b}

Name: Norton Identity Safe Version: 2016.7.1.9 Enabled: false ID: {C1A2A613-35F1-4FCF-B27F-2840527B6556}

Graphics

Features Compositing: Direct3D 9 Asynchronous Pan/Zoom: none WebGL Renderer: Google Inc. -- ANGLE (Mobile Intel(R) 4 Series Express Chipset Family Direct3D9Ex vs_3_0 ps_3_0) Hardware H264 Decoding: No; Hardware video decoding disabled or blacklisted Direct2D: Blocked for your graphics driver version. DirectWrite: false (7.0.6002.23845) GPU #1 Active: Yes Description: Mobile Intel(R) 4 Series Express Chipset Family Vendor ID: 0x8086 Device ID: 0x2a42 Driver Version: 7.15.10.1670 Driver Date: 3-3-2009 Drivers: igdumd64 igd10umd64 Subsys ID: 00000000 RAM: Unknown

Diagnostics AzureCanvasAccelerated: 0 AzureCanvasBackend: skia AzureContentBackend: cairo AzureFallbackCanvasBackend: cairo failures: [GFX1]: D3D11 device creation failed: 0x887a0004 Decision Log D3D11_COMPOSITING: failed by runtime: Failed to acquire a D3D11 device DIRECT2D: Blocklisted; failure code BLOCKLIST_FEATURE_FAILURE_DL_BLACKLIST_g984 D3D11_HW_ANGLE: disabled by env: D3D11 compositing is disabled

Failure Log (#0) Assert: D3D11 device creation failed: 0x887a0004

Important Modified Preferences

accessibility.browsewithcaret: true accessibility.typeaheadfind.flashBar: 0 browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.hashstats_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.disk.smart_size.use_old_max: false browser.cache.frecency_experiment: 4 browser.download.importedFromSqlite: true browser.places.smartBookmarksVersion: 8 browser.search.useDBForOrder: true browser.sessionstore.upgradeBackup.latestBuildID: 20160105164030 browser.startup.homepage: https://www.startpage.com/ browser.startup.homepage_override.buildID: 20160922113459 browser.startup.homepage_override.mstone: 49.0.1 browser.tabs.remote.autostart.2: true browser.urlbar.daysBeforeHidingSuggestionsPrompt: 0 browser.urlbar.lastSuggestionsPromptDate: 20160823 dom.apps.lastUpdate.buildID: 20160922113459 dom.apps.lastUpdate.mstone: 49.0.1 dom.apps.reset-permissions: true dom.mozApps.used: true extensions.lastAppVersion: 49.0.1 font.internaluseonly.changed: false gfx.blacklist.direct2d: 3 gfx.blacklist.direct2d.failureid: FEATURE_FAILURE_DL_BLACKLIST_g984 gfx.crash-guard.d3d11layers.appVersion: 49.0.1 gfx.crash-guard.d3d11layers.deviceID: 0x2a42 gfx.crash-guard.d3d11layers.driverVersion: 7.15.10.1670 gfx.crash-guard.d3d11layers.feature-d2d: false gfx.crash-guard.d3d11layers.feature-d3d11: true gfx.crash-guard.glcontext.gfx.driver-init.direct3d11-angle: false gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle: true gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-force-d3d11: false gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-force-warp: false gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-try-d3d11: true gfx.crash-guard.status.d3d11layers: 2 gfx.crash-guard.status.glcontext: 2 gfx.driver-init.appVersion: 42.0 gfx.driver-init.deviceID: 0x2a42 gfx.driver-init.driverVersion: 7.15.10.1670 gfx.driver-init.feature-d2d: false gfx.driver-init.feature-d3d11: true gfx.driver-init.status: 2 media.gmp-eme-adobe.abi: x86-msvc-x64 media.gmp-eme-adobe.lastUpdate: 1461784113 media.gmp-eme-adobe.version: 17 media.gmp-gmpopenh264.abi: x86-msvc-x64 media.gmp-gmpopenh264.lastUpdate: 1471474084 media.gmp-gmpopenh264.version: 1.6 media.gmp-manager.buildID: 20160922113459 media.gmp-manager.lastCheck: 1475201858 media.gmp-widevinecdm.abi: x86-msvc-x64 media.gmp-widevinecdm.lastUpdate: 1474761458 media.gmp-widevinecdm.version: 1.4.8.903 media.gmp.storage.version.observed: 1 media.hardware-video-decoding.failed: false media.webrtc.debug.aec_log_dir: C:\Users\Lisa\AppData\Local\Temp media.webrtc.debug.log_file: C:\Users\Lisa\AppData\Local\Temp\WebRTC.log network.auth.allow-subresource-auth: 2 network.cookie.lifetimePolicy: 2 network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.database.lastMaintenance: 1474588086 places.history.enabled: false places.history.expiration.transient_current_max_pages: 103074 plugin.disable_full_page_plugin_for_types: application/pdf plugin.importedState: true plugin.state.flash: 1 plugin.state.npvlc: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_bgcolor: true print.printer_Brother_MFC-465CN_XML_Paper.print_bgimages: true print.printer_Brother_MFC-465CN_XML_Paper.print_colorspace: print.printer_Brother_MFC-465CN_XML_Paper.print_command: print.printer_Brother_MFC-465CN_XML_Paper.print_downloadfonts: false print.printer_Brother_MFC-465CN_XML_Paper.print_duplex: 1515870810 print.printer_Brother_MFC-465CN_XML_Paper.print_edge_bottom: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_edge_left: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_edge_right: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_edge_top: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_evenpages: true print.printer_Brother_MFC-465CN_XML_Paper.print_footercenter: print.printer_Brother_MFC-465CN_XML_Paper.print_footerleft: &PT print.printer_Brother_MFC-465CN_XML_Paper.print_footerright: &D print.printer_Brother_MFC-465CN_XML_Paper.print_headercenter: print.printer_Brother_MFC-465CN_XML_Paper.print_headerleft: &T print.printer_Brother_MFC-465CN_XML_Paper.print_headerright: &U print.printer_Brother_MFC-465CN_XML_Paper.print_in_color: true print.printer_Brother_MFC-465CN_XML_Paper.print_margin_bottom: 0.5 print.printer_Brother_MFC-465CN_XML_Paper.print_margin_left: 0.5 print.printer_Brother_MFC-465CN_XML_Paper.print_margin_right: 0.5 print.printer_Brother_MFC-465CN_XML_Paper.print_margin_top: 0.5 print.printer_Brother_MFC-465CN_XML_Paper.print_oddpages: true print.printer_Brother_MFC-465CN_XML_Paper.print_orientation: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_page_delay: 50 print.printer_Brother_MFC-465CN_XML_Paper.print_paper_data: 1 print.printer_Brother_MFC-465CN_XML_Paper.print_paper_height: 11.00 print.printer_Brother_MFC-465CN_XML_Paper.print_paper_name: print.printer_Brother_MFC-465CN_XML_Paper.print_paper_size_type: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_paper_size_unit: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_paper_width: 8.50 print.printer_Brother_MFC-465CN_XML_Paper.print_plex_name: print.printer_Brother_MFC-465CN_XML_Paper.print_resolution: 600 print.printer_Brother_MFC-465CN_XML_Paper.print_resolution_name: print.printer_Brother_MFC-465CN_XML_Paper.print_reversed: false print.printer_Brother_MFC-465CN_XML_Paper.print_scaling: 0.80 print.printer_Brother_MFC-465CN_XML_Paper.print_shrink_to_fit: false print.printer_Brother_MFC-465CN_XML_Paper.print_to_file: false print.printer_Brother_MFC-465CN_XML_Paper.print_unwriteable_margin_bottom: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_unwriteable_margin_left: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_unwriteable_margin_right: 0 print.printer_Brother_MFC-465CN_XML_Paper.print_unwriteable_margin_top: 0 privacy.donottrackheader.enabled: true privacy.sanitize.migrateClearSavedPwdsOnExit: true privacy.sanitize.migrateFx3Prefs: true privacy.sanitize.sanitizeOnShutdown: true services.sync.declinedEngines: storage.vacuum.last.index: 1 storage.vacuum.last.places.sqlite: 1472604631

Important Locked Preferences

Places Database

JavaScript

Incremental GC: true

Accessibility

Activated: false Prevent Accessibility: 0

Library Versions

NSPR Expected minimum version: 4.12 Version in use: 4.12

NSS Expected minimum version: 3.25 Version in use: 3.25

NSSSMIME Expected minimum version: 3.25 Version in use: 3.25

NSSSSL Expected minimum version: 3.25 Version in use: 3.25

NSSUTIL Expected minimum version: 3.25 Version in use: 3.25

Experimental Features

I disabled the hardware acceleration, and it worked. Thanks!

No problem. Glad to help. Thanks for sharing your system information with us. Hopefully it will help the developers develop a patch for this issue. Thanks for contacting Mozilla support.

Also, please remember to mark this thread as solved. This will help other users experiencing this issue find support faster and more efficiently. It will also notify the other contributors that you no longer need assistance with this issue. Thanks.

Hey limae, I'm glad disabling hardware acceleration was able to fix the problem. But would you mind helping our developers test something else that might fix the issue? If it works, I imagine they will create a code change to apply this to all affected computers.

It's basically changing a pref in about:config to false.

To start: Turn hardware acceleration back on by putting the checkmark back on the setting: https://support.mozilla.org/en-US/kb/troubleshoot-extensions-themes-to-fix-problems#w_turn-off-hardware-acceleration

Type about:config into your url bar, press enter. Then click the "I accept the risk!" button. In the Search field on this page, search for layers.allow-d3d9-fallback then double-click it to change it to false. Restart Firefox.

If for some weird reason you can't find it in your search, do this: Right-click anywhere on the page, click New > Boolean. Then copy & paste layers.allow-d3d9-fallback as the name, hit OK. Choose false then hit OK. Restart Firefox.

Test scrolling a few pages and see if the smearing lines have returned or stayed gone. Let us know what happens either way. If the smeared lines didn't return, copy your about:support info back here one more time. Now you can either leave that pref the way it is or you can reset it by going back to about:config, right-clicking on it and choosing "Reset". If you reset it, make sure to turn off hardware acceleration so you never have to see those lines again. That's it!

Thanks for your help! :)