Hello,

The Reset Firefox feature can fix many issues by restoring Firefox to its factory default state while saving your bookmarks, history, passwords, cookies, and other essential information.

Note: After resetting Firefox, you will lose any extensions, toolbar customizations, and some preferences. See the Refresh Firefox - reset add-ons and settings article for more information.

To Reset Firefox:

1. Open the Troubleshooting Information page using one of these methods:
   • Click the menu button , click help and select Troubleshooting Information. A new tab containing your troubleshooting information should open.
   • If you're unable to access the Help menu, type about:support in your address bar to bring up the Troubleshooting Information page.
2. At the top right corner of the page, you should see a button that says "Reset Firefox" that looks like this: . Click on it.
3. Firefox will close and reset. After it is done, Firefox will show a window with the information that is imported.
4. Click Finish and Firefox will reopen.

Did this fix the problem? Please report back to us!

Thank you.

Thank you for providing your system information. I noticed you have two versions of the Flash plugin, v15 and v16. I suggest deleting v15 in case that is a possible cause of this problem. Here's where to look:

On 32-bit versions of Windows:

C:\Windows\System32\Macromed\Flash

On 64-bit versions of Windows:

C:\Windows\SysWOW64\Macromed\Flash

The file naming convention is:

NPSWF32_15_0_nnn.dll
NPSWF32_16_0_nnn.dll

Basically, you only want to keep the latest one and delete any earlier ones. If you are not comfortable deleting the file, you can use Adobe's uninstaller to remove ALL Flash on the system and then reinstall. (But deleting the extra file(s) by hand would be faster.)

Next, this is some standard guidance that addresses the most common issues with the Flash Player plugin. I'm sure you've seen some of it before, but just in case:

(1) If you have any recorders/downloaders that interact with Flash media make sure they are as up-to-date as possible, or disable them temporarily.

(2) Disable hardware graphics acceleration in Firefox and in Flash

(A) In Firefox, un-check the box here and restart:

"3-bar" menu button (or Tools menu) > Options > Advanced > General > "Use hardware acceleration when available"

(B) In Flash, see this support article from Adobe: http://helpx.adobe.com/flash-player/kb/video-playback-issues.html#main_Solve_video_playback_issues

(3) Disable the protected mode of the Flash player plugin. That feature has security benefits, but is not compatible with all systems for some reason.

You can disable it by creating or editing a settings file. The following pages/posts provide different approaches:

• Adobe support article under the heading "Last Resort": Adobe Forums: How do I troubleshoot Flash Player's protected mode for Firefox?

• Manual steps: https://support.mozilla.org/questions/968190?page=5#answer-509209

• Batch file to automate the manual steps: https://support.mozilla.org/questions/982093#answer-518078 (alternate version of Carm's batch file with a few changes by me: https://onedrive.live.com/?cid=f7d304d92388737d&id=F7D304D9238...)

Any improvement?

By the way, one of your plugins has the description "Pokki Download Helper". Based on a brief web search, "Pokki" may be a generally unwanted program.

If you have already uninstalled Pokki through the Windows Control Panel, Uninstall a Program (see http://support.pokki.com/customer/por.../716971-uninstalling-pokki), the plugin might be stranded and need to be removed by hand. To discover its location, you can check the following page:

Type or page about:plugins in the address bar and press Enter. This should load a page with a lot of details about your plugins. If you search in the page (using Ctrl+f) for pokki, you should find a block of information giving the full path to the file on disk.

Or you might just disable it for the time being. You can do that on the Add-ons page. Either:

• Ctrl+Shift+a
• "3-bar" menu button (or Tools menu) > Add-ons

In the left column, click Plugins. Then set Pokki to "Never Activate". Depending on how it works, this might not take full effect until you exit out of Firefox and start it up again.

ive tried everything above. ive reset firefox, uninstalled and removed the pokki plugin. ive also unticked the hardware acceleration as well as removed protected mode. oh and by the way, i only have one flash, ie 16 and not 15

still the same, it crashes.

Could you check whether Firefox recorded data about your crashes? The most relevant reports would be after you disabled hardware acceleration and the protected mode.

The last section of this article describes how to access the about:crashes screen to get those crash report IDs so you can share them with forum volunteers: Troubleshoot Firefox crashes (closing or quitting unexpectedly).

The crash report seem to be related to connection (socket) problems: [01]: bp-69781b51-a888-40fd-a31c-89b0d2141229 Dec 29, 2014 [02]: bp-6e7e9ff3-7ec1-4805-9893-50e2b2141229 Dec 29, 2014 [03]: bp-72069a9c-2ff5-440f-ad2c-ec01a2141229 Dec 29, 2014 [04]: bp-5b10c7c7-e268-41c9-b6bb-054a52141229 Dec 29, 2014 [05]: bp-a31072c8-ec71-4005-bc6e-d0e0c2141229 Dec 29, 2014 [06]: bp-de87e942-8417-41b6-94a2-cbcff2141228 Dec 28, 2014 [07]: bp-77f5f282-f354-4f92-8a83-79e182141228 Dec 28, 2014 [08]: bp-d644ebbc-0d57-485b-b3fa-fa1392141228 Dec 28, 2014 [09]: bp-ceef3f18-f419-40ce-8dd7-0a3112141228 Dec 28, 2014

Try a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions.

Make sure that you update each program to get the latest version of their databases before doing a scan.

• Malwarebytes' Anti-Malware:
  http://www.malwarebytes.org/mbam.php
• AdwCleaner:
  http://www.bleepingcomputer.com/download/adwcleaner/
  http://www.softpedia.com/get/Antivirus/Removal-Tools/AdwCleaner.shtml
• SuperAntispyware:
  http://www.superantispyware.com/
• Microsoft Safety Scanner:
  http://www.microsoft.com/security/scanner/en-us/default.aspx
• Windows Defender:
  http://windows.microsoft.com/en-us/windows/using-defender
• Spybot Search & Destroy:
  http://www.safer-networking.org/en/index.html
• Kasperky Free Security Scan:
  http://www.kaspersky.com/security-scan

You can also do a check for a rootkit infection with TDSSKiller.

• Anti-rootkit utility TDSSKiller:
  http://support.kaspersky.com/5350?el=88446

See also:

• "Spyware on Windows": http://kb.mozillazine.org/Popups_not_blocked
• https://support.mozilla.org/kb/troubleshoot-firefox-issues-caused-malware