Firefox crashes
Hello. I am the corporate IT for this user experiencing crashes in Firefox ESR. Originally, he had ESR24.3.0 with flash v.13. and he started to have crashes when upgrade to 34.5. Other users are not experiencing these ocassional but repetitive crashes. I have upgraded to 34.6, Flash to 17.xx and other like PDF to the latest. But still same crashes. Also run with no add-ons (official pay TrendMicro web reputation add on), but still same crash. Computer is free of viruses. Last week I reset firefox to default state as per your instructions, thoroughly followed (like disable hw acceleration). But still today it crashed again. I have memtest ready today by when user is able to leave me his computer as it may take 20 minutes to perform. I am now planning to downgrade to ESR24.3 Any suggestion highly appreciated. Thanks a lot for your help. Please contact me for any questions.
Samples Report ID Date Submitted bp-e2158e32-7191-4035-8fa5-d162e2150511 11/05/2015 11:24 9deaff0b-b1d1-4fab-886e-5fa7616445a9 11/05/2015 11:19 bp-548219c2-35c6-4a98-b015-0ff5c2150505 05/05/2015 09:58 dab30db6-6909-40c5-b219-cf6642d50b64 05/05/2015 09:57 bp-ccccc1fb-6660-45be-8e47-5e0842150504 04/05/2015 12:36 292784cf-1c14-4450-950d-ab49d6f2ab1e 04/05/2015 12:34 bp-872266f3-0389-4932-95c6-531f72150428 28/04/2015 16:18 eb280aa4-a8a7-44d7-9754-ec1c6a4a83ff 28/04/2015 15:07 bp-44166c7a-1daa-45d8-a912-1cb772150428 28/04/2015 07:28 33e5167f-4eb2-41b9-bede-eb853159b9a8 28/04/2015 00:29 bp-b07cb2b6-56f4-4565-9464-3ce152150421 21/04/2015 12:06 baacacad-55e9-4648-b12e-024c951997ae 21/04/2015 12:06 bp-eb9ac799-9b0e-4583-853d-afcb32150420 20/04/2015 17:23 11c32369-b606-48dc-84d4-ed2e6b241c54 20/04/2015 17:23 470f7573-18da-4026-9413-32ff377dffc2 16/04/2015 22:57 bp-a4642eee-ce54-4242-ba4a-cfdba2150416 16/04/2015 14:20 f3859d44-7255-4339-84d3-3e7006bfd7a5 16/04/2015 14:20 bp-203a14d3-4e4d-4969-844b-ec61f2150414 14/04/2015 17:24 c93977c9-2627-4456-abc0-0238ff56b3f0 14/04/2015 17:21 a186bb27-fc39-4532-979b-eb8e7a01d7c0 08/04/2015 16:45 bp-a42aa6e9-19e0-4d6e-b4c2-e5c622150316 16/03/2015 09:37 bb493a28-4722-4e88-b3e7-b92db7383ed3 16/03/2015 09:35 bp-78d4d540-ef49-43d1-8780-00e792150220 20/02/2015 07:32 bp-df36e468-27a5-4d9c-be02-d7ea72150213 13/02/2015 07:28 bp-3cbf5bb8-2103-40f2-97bb-101712150204 04/02/2015 16:52 bp-be7d03d7-1793-4593-a25a-84dc12150122 22/01/2015 07:37 5badcfae-4de3-428e-8029-ea19ba686a13 15/12/2014 16:46
All Replies (7)
This crash is caused by TmFFExt2.dll , which is a part of the trend micro addon. Try testing out Firefox 38 (the next ESR and comes out tomorrow), it's possible the add-on doesn't support old versions of Firefox anymore and is causing instability.
Also, the point of ESR is that your machines will upgrade once a year. You are currently two years behind, as the current ESR is 31. Please update all machines to at least 31, or just wait until tomorrow and update to ESR 38.
Hi,Tyler, thanks a lot. Your answer sounds good, but I have two points: - I tried with no addons (trendmicro add on disabled on 4/5) and still got crash. But maybe I left it to user and reactivated himself. - Most strange is that you say about versions, user is now (since end of April) 31 and still crashing. In fact it started to crash when moving from 24.3 to 31. I am going to focus on TM add on and do more tests. Thanks
The trend micro add-on is injecting a .dll into firefox, simply disabling the add-on may not be enough, it may be something you actually have to uninstall from the computer to cure the .dll injection (which is a pretty crappy way to make an extension because of problems like this)
Thanks a lot. I am opening a case with TM. Pls, keep it open and I will get back to you to confirm All the best,
In the short run, you also could try disabling hardware acceleration, since the main crashing thread in the three reports halts on something gfx-related (gfxShapedText::DetailedGlyph), even in the report without a reference to the external DLL.
The end user (or support) can do that here:
"3-bar" menu button (or Tools menu) > Options > Advanced
On the "General" mini-tab, uncheck the box for "Use hardware acceleration when available"
This takes effect the next time you exit Firefox and start it up again. Any difference?
Since hardware acceleration improves the appearance of fonts and animations, you may want to check the computer manufacturer's website to see whether any graphics card/chipset driver updates are available for the system.
Thanks. I already tried that last week (in fact hw acc is disabled) but no luck. Thanks in any case.
Oops, I was basing the suggestion on the information supplied with your original post -- showing hardware acceleration active -- which I realize now probably is for your Firefox and not the problem system.