Start Firefox in Safe Mode {web link}

A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?

While still in Safe Mode,

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP- in front of the numbers/letters, click it to submit them.

The crash report is several pages of data. We need the report numbers to see the whole report.

Using your mouse, mark the most recent 7 - 10 Submitted crash reports, and copy them. Now go to the reply box and paste them in.

For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support

Some of your crash reports weren’t sent to the Mozilla Servers.

Hi Fred,

As instructed, I submitted all crash reports from Firefox... below are the most recent 10 in reverse order.

Also FYI, when this first happened, I checked for Malware and ran the Antivirus both uneventful. I also ran Disk Cleanup, installed Microsoft Updates and checked the HD for fragmentation. It's only 2% so I did not run it.

bp-54cbe719-6ab3-4b1b-8773-0a5f30190627 bp-88ceb350-6a3f-4e1d-b5c3-d84ae0190627 bp-85cc9db6-c93b-48ad-ba38-fce3e0190627 bp-8bac8b64-19a8-4aa0-8d56-f0c220190627 bp-57d789d7-c98e-4874-b1e0-1717b0190627 bp-65a47c52-c015-416d-b378-4714a0190627 bp-75d9b427-08a2-439a-b4c0-f0b250190627 bp-def7c773-c180-45a4-a8d0-532d40190627 bp-fb14335c-f082-4c2d-bb13-57ec70190627 bp-75dc2358-300d-4ec2-b3e5-c45480190627

Product Firefox Release Channel release Version 67.0.4 Build ID 20190619235627 (2019-06-19) OS Windows 7 OS Version 6.1.7601 Service Pack 1

bp-54cbe719-6ab3-4b1b-8773-0a5f30190627 Signature: FindElementCommon

Crash Reason EXCEPTION_IN_PAGE_ERROR_READ / STATUS_DEVICE_DATA_ERROR

nvwgf2umx.dll = Dwm.exe = Microsoft Desktop Window Manager

This is for Sumo's Related Bugs 1116885 RESOLVED WORKSFORME HWA startup crash in DWrite.dll FindElementCommon(ICacheReference*, bool, CacheHeader const&, unsigned int const*, HashElement const*, void const*, IElementKey const&, CachedElementData*) +++++++++++++++++++++++++++++++++++++++++++++ bp-88ceb350-6a3f-4e1d-b5c3-d84ae0190627 bp-85cc9db6-c93b-48ad-ba38-fce3e0190627 bp-8bac8b64-19a8-4aa0-8d56-f0c220190627 bp-57d789d7-c98e-4874-b1e0-1717b0190627

Signature: FindElementCommon

Crash Reason EXCEPTION_IN_PAGE_ERROR_READ / STATUS_DEVICE_DATA_ERROR

nvwgf2umx.dll = Dwm.exe = Microsoft Desktop Window Manager

This is for Sumo's Related Bugs 1116885 RESOLVED WORKSFORME HWA startup crash in DWrite.dll FindElementCommon(ICacheReference*, bool, CacheHeader const&, unsigned int const*, HashElement const*, void const*, IElementKey const&, CachedElementData*)

Start your Computer in safe mode with network support. Then start Firefox. Try Secure websites. Is the problem still there?

http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode Starting Any Computer In Safe Mode; Free Online Encyclopedia

Hello Fred,

I am happy to report that in Safe Mode with Networking... all Mozilla products Firefox, Thunderbird and even the TOR Browser (Firefox Quantum) work like a charm. I went in yesterday as you suggested, and wanted to work through all scenarios to make sure.

As of this morning 0 crashes after 12 hours of continuous usage.

What next?

Thanks.

Good, and bad. That means something else on the computer is causing the problem. As a test, start the computer normally. BUT, disable your protection programs. Then try to access Mozilla. What are you using for protection?

Hello... I have Avast antivirus, Malwarebytes and the dtandars Windows Defender firewall. Is it possible in the last windows update the Framework.Net updates did something? I was unsure about installing them since im not sure they are necesaary for.my purposes.

Have you done as I posted?

Not yet... out of office for an hour.

Hello Fred,

So I rebooted and turned off Malwarebytes, Avast and even Windows Defender and Firefox keeps crashing.

I have read that reinstalls dont solve these kinds of problems, but I am also aware that upon unistalling a program there are always registry entries and DLL type files that stay on the machine. Perhaps I could do a complete uninstall of all Mozilla components and try again? But i would need specific instructions on which files to delete and where they are.

Any suggestions?

Ralph123 said

. . . . and Firefox keeps crashing.

Please post the newest crash reports.

a complete uninstall of all Mozilla

Let’s do a full clean re-install;

Note: Firefox comes in three or more folders on all computers. They are;

Maintenance: (Programs Folder) <Windows Only> Firefox itself: (Programs Folder) And two folders in the profile of each user on the computer for each Firefox profile for that user.

If you remove the Firefox folder, the user profiles would not be affected.

Download Firefox For All languages And Systems {web link}

Save the file. Then Close Firefox.

Using your file browser, open the Programs Folder on your computer.

Windows: C:\Program Files C:\Program Files (x86) Note: Check Both Folders

Mac: Open the "Applications" folder. https://support.mozilla.org/en-US/kb/how-download-and-install-firefox-mac

Linux: Check your user manual. If you installed Firefox with the distro-based package manager, you should use the same way to uninstall it. See Install Firefox on Linux; https://support.mozilla.org/en-US/kb/install-firefox-linux

If you downloaded and installed the binary package from the Firefox download page, simply remove the folder Firefox in your home directory. http://www.mozilla.org/firefox#desktop ++++++++++++++++++++++++++++ Look for, and remove any Mozilla or Firefox program folders. Do not remove the Mozilla Thunderbird folder if there is one.

Do Not remove any profile folders.

After rebooting the computer, run a registry scanner if you have one. Then run the installer. +++++++++++++++++++++++++++ If there is a problem, start your Computer in safe mode and try again.

http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode This shows how to Start all Computers in Safe Mode; Free Online Encyclopedia

Thanks... before I go through this step is there any chance that Firefox is not working because of a conflict with something in Thunderbird?

It is strange that only Mozilla products dont work but everything else is fine.

That is not likely as I use both.

Hello, So an update for you. I uninstalled Firefox completely. Even went and deleted all Firefox folders manually from the User profiles.

Rebooted the machine, and launched Thunderbird. This app works as long as I dont preview emails. So if the preview window is off, no problems.

I see no point in reinstalling Firefox if the issue still exists with the other Mozilla products such as Thunderbird. Any suggestions?

Thanks