mrintrbl7 said

Hello, Recently Firefox is crashing *a lot* on exit. I sometimes quickly exit Firefox when I am switching to another application, and then a few seconds after exit, the crash reporter appears. I have read elsewhere that this might be caused by the Norton Toolbar. I have the latest version of Firefox 38.0.5, and the Norton Toolbar 2014.7.12.14, and I would think they are compatible, but I guess not. In addition, I am getting integrity violations on my Windows 8.1 PC. SFC is showing corrupted files. I have been able to fix these, only to have them come back the next day. I understand it that a program abruptly ending can cause such corruptions, so I am wondering if Firefox is causing this? In a perfect world Mozilla and Norton would work out their differences. For now I have disabled the Norton tool bar, which isn't a fix as I need it to stay safe as I browse. I prefer not to switch to IE or Chrome either. That isn't a fix. Is anyone else experiencing this problem? Does anyone have a solution for my particular instance of Firefox crashing on exit? Thanks, MRINTRBL7 Michael

Hi,

Just as a follow up, the integrity violations I am experiencing are from a recent Microsoft Update and not Firefox, which could be the topic of another thread.

Still, how do I know when I can use the Norton Toolbar with Firefox again?

Thanks,

Mrintrbl7 Michael

Hi Michael, sorry to hear about the crashes.

Are you getting the Mozilla Crash Reporter dialog, or the Windows crash dialog? If you are getting the Mozilla Crash Reporter form, your Firefox may have logged some data that would help track down the cause of the problem. You can submit that data to Mozilla and share it with forum volunteers to see whether it points to the solution. Please check the last section of the support article "Firefox Crashes" for steps to get those crash IDs from the about:crashes page, and then post some of the recent ones here.

Also, do you exit using the menu, either:

• "3-bar" menu button > "power" button
• (menu bar) File > Exit

That often works better at avoiding shutdown crashes than closing Firefox using the "red X" button.

Hi jsher, Thanks for the reply. I was getting the Mozilla Crash Reporter, not the Windows one. I guess I will go back to Firefox, enable the Norton Toolbar, and then post my crash report. I will also try exiting not using the red X. Before I do this, in your knowledge can Firefox crashing cause corrupted system files? Thanks, MrIntrbl7 Michael

mrintrbl7 said

Before I do this, in your knowledge can Firefox crashing cause corrupted system files?

I suppose anything is possible... Firefox should never write to or attempt to modify executable system files, so if those files are getting damaged, you might want to run built-in Windows (and/or Norton) disk cleanup utilities to see whether file or directory tables need repair.

jsher,

I believe you when you say Firefox should never write to or attempt to modify system files.

So here goes. Norton toolbar enabled and I will exit FF properly. I'll update you here with any crash reports.

MrIntrbl7 Michael

Perform a System File Check to fix corrupted system files http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

See if there are updates for your graphics drivers https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

Fred,

Thanks for the links. Curious, why do you think the graphic driver could be at fault?

MrIntrbl7 Michael

There is no way to tell until you do something and the problem is gone. Let us know how things go.

Hi again,

OK the system files I was having trouble with turned out to be something completely different from my issue with Firefox crashing.

However, Firefox did just crash on me. Given - I was trying to update something and FF was suddenly opened more than once, and quickly closed by me before the crash. I did use the power button to exit, and I think FF should be able to handle multiple opens and closes.

Below is the crash report. If anyone can read this, I am curious what is going on.

Thanks,

MrIntrbl7 Michael

Accessibility: Active AdapterDeviceID: 0x1616 AdapterDriverVersion: 10.18.14.4139 AdapterSubsysID: 00000000 AdapterVendorID: 0x8086 Add-ons: %7BE37148EA-820B-441d-8305-04583F91CF6B%7D:3.42.10,%7Bc45c406e-ab73-11d8-be73-000a95be3b12%7D:1.2.5.1-signed,%7B6AC85730-7D0F-4de0-B3FA-21142DD85326%7D:2.8.1-signed,%7B2D3F3651-74B9-4795-BDEC-6DA2F431CB62%7D:2014.7.12.14,%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:38.0.5,firebug%40software.joehewitt.com:2.0.10 AvailablePageFile: 7005704192 AvailablePhysicalMemory: 5564354560 AvailableVirtualMemory: 3622690816 BIOS_Manufacturer: American Megatrends Inc. BlockedDllList: BreakpadReserveAddress: 47185920 BreakpadReserveSize: 67108864 BuildID: 20150525141253 CrashTime: 1433984486 EMCheckCompatibility: true FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1433279986 Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x1616, AdapterSubsysID: 00000000, AdapterDriverVersion: 10.18.14.4139 D2D? D2D1.1? D2D1.1+ D2D+ DWrite? DWrite+ D3D11 Layers? D3D11 Layers+ ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SecondsSinceLastCrash: 605705 ShutdownProgress: xpcom-shutdown StartupTime: 1433984395 SystemMemoryUsePercentage: 34 Theme: classic/1.0 Throttleable: 1 TotalPageFile: 9835245568 TotalPhysicalMemory: 8493068288 TotalVirtualMemory: 4294836224 URL: https://get.adobe.com/flashplayer/completion/adm/?exitcode=0&type=install&re=0&appId=200 User32BeforeBlocklist: 1 Vendor: Mozilla Version: 38.0.5 Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 1 : %SystemRoot%\system32\mswsock.dll

MSAFD Tcpip [UDP/IP] : 2 : 2 :  
MSAFD Tcpip [RAW/IP] : 2 : 3 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [TCP/IPv6] : 2 : 1 :  
MSAFD Tcpip [UDP/IPv6] : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
MSAFD Tcpip [RAW/IPv6] : 2 : 3 :  
RSVP TCPv6 Service Provider : 2 : 1 : %SystemRoot%\system32\mswsock.dll 
RSVP TCP Service Provider : 2 : 1 :  
RSVP UDPv6 Service Provider : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
RSVP UDP Service Provider : 2 : 2 :  
MSAFD RfComm [Bluetooth] : 2 : 1 : %SystemRoot%\system32\mswsock.dll

useragent_locale: en-US

This report also contains technical information about the state of the application when it crashed.

You must tell us the crash report number. The report is many pages.

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

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

Hi FredMcD,

I am not fully clear on your instructions. IF I type in about:crashes, I get a list of crashes. Do you want this list?

OR:

When I click on one of the crashes which is a link too, I go though the submit crash report page that takes a minute or so to show me a lot of data. Am I supposed to use this?

Thanks, MrIntrbl Michael

FredMcD said

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

OK, here goes:

bp-d8ab8917-0345-4301-8418-9f53e2150612 6/11/2015 11:53 PM bp-ecbedf89-afcc-4d39-9212-6f8632150601 6/1/2015 1:25 AM bp-499d56c8-6f63-430f-8432-e86a22150522 5/22/2015 12:23 AM bp-2d9b7168-0c18-451f-ab58-885ba2150515 5/14/2015 11:53 PM bp-a5b62690-d1d5-4980-8866-e393f2150515 5/14/2015 11:52 PM bp-b08d8aa3-0ab3-4286-9739-fb8b62150508 5/7/2015 10:36 PM bp-d58b9bf3-eaaa-4081-982f-add6a2150419

The newest crash report indicates a crash in a Symantec/Norton module. I'm not sure what Firefox was doing that triggered that module to run. Was that at shutdown, or loading a page, or... can you recall?

Hi jscher,

I was loading a page.

MrIntrbl Michael

The crash report flagged these programs;

comctl32.dll = Microsoft Common Control = Common Graphical User Interface

wpc.dll = Windows

mswsock.dll = Microsoft

winmm.dll = Windows Multimedia

combase.dll = Microsoft

msvcrt.dll = Microsoft C Runtime Library

SymHTML.dll = Symantec Corporation

Nvwgf2um.dll = NVIDIA Compatible D3D10 Driver = NVIDIA Corporation

rtworkq.dll = Microsoft ?

ccL120U.dll = Symantec

IPSEng32.dll = Symantec Intrusion Detection

IPSLdr32.dll = Symantec Intrusion Detection

coWPPlg.dll = Norton Confidential

coUICtlr.dll = Norton Identity Safe

coFFPl38.dll = Norton Identity Safe

Perform a System File Check to fix corrupted system files http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

See if there are updates for your graphics drivers https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

Download the current full installers for your Norton programs and save them.

Download and run the Norton Removal Tool to uninstall your Norton product

After rebooting the computer, run a registry scanner. Then run the installers.

https://support.norton.com

http://community.norton.com/

Hmmm.... Never had any trouble with my current configuration with previous versions of Firefox. I didn't expect to see problems with my graphics driver.

Let me switch off my "use hardware acceleration when available" option and get back to you.

MrIntrbl Michael

OK. It's been a week and it looks like unchecking the "use hardware acceleration when available" option in FF preferences has worked. I haven't had any crashes on exit. I hope this stays this way.

MrIntrbl Michael

Hello. It's been another week. Still no crashes on exit. I think unchecking use hardware acceleration has worked.

MrIntrbl7 Michael