We're sorry to hear that your Firefox seems to be crashing when you open it. Please perform the following steps to give us a crash report ID that helps us find out more about the cause of the crash.

1. On the keyboard, press [Windows] The image "Windows key" does not exist. + [R]. This should bring up a Run window that contains a text field.
2. In that text field, type %APPDATA% and press Enter. An explorer window should open.
3. From that explorer window, double-click on the Mozilla folder, then double-click on Firefox and then on Crash reports. Double-click on submitted.
4. Now, you should see a list of files that contain reports. Go to View > Arrange Icons by > Modified to get the most recent files at the top of the window.
5. Open the most recent 5 files with a text editor and copy the IDs.
6. Paste each ID with bp- into the reply window on the forums.

Thanks in advance!

You can find more information and troubleshooting steps in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.

Thanks -- as mentioned above, the most recent submitted crash report is from June, so I didn't think they were relevant to this problem, but here they are:

Crash ID: bp-b69a00a5-d3ec-47f2-86a9-d5eb72141111 Crash ID: bp-f5147cb7-4765-4cc2-b0e4-f7f812150126 Crash ID: bp-d0574c37-872b-40ee-9e11-2fcca2150226 Crash ID: bp-e0d45b3a-79cf-4dbf-b845-ec2aa2150601

Further info:

I also added the Mozilla folder to the Norton AV exclude list. Firefox still crashes, and can't send the crash report.

I started Windows in Safe Mode, and Firefox then ran OK, ie no crash. So I will try a system restore to last week. I suspect a Norton update is the problem, since not much else on this XP machine updates at this point.

Further info:

Firefox also does not crash when using Windows Diagnostic Startup.

Hmm, yes, those crash reports are ancient now.

As long as I'm guessing, I'll note something that is coming up a lot lately: if you use Norton security software, there seems to be a severe startup crash problem if you also have a program called Freecorder from Applian Technologies. If you find Freecorder on your Start menu > All Programs or in your Windows Control Panel, Uninstall a Program, and it's not crucial to keep it, please try removing it. You might need to shut down and restart Windows to ensure that it is entirely deactivated.

Hi:

I have Norton AV and don't have Applian Freecorder, but I do have lots of other Applian programs. I see that there is a FLVSrvc.exe listed in startup in msconfig, associated with Replay Media Catcher. I'll try eliminating that from startup and see what happens. Would hate to have to uninstall my Applian programs.

Thanks

That worked!!!! Thanks. Firefox is back!!

BTW, I didn't have to uninstall the Applian Program, just stopped FlvSrvc.exe from autostarting (via msconfig). As I recall the associated program Replay Media Catcher doesn't work properly unless FlvSrvc is autostarted, but I'll worry about that later. Will also be in touch with Applian, as they have been responsive to problems before.

Thanks again!!

Hey all. I have no Norton installed on my device, neither do i have any Applian programs. I tried doing a clean reinstall of the latest version of firefox but still no success. Here's my Crash Report Link: https://crash-stats.mozilla.com/report/index/21edd27d-c9fa-409b-9756-70a282151224

Btw I have ESET Smart Security installed as a security solution. Please Help. Thank you.

Try this -- when Firefox does an update (I got one yesterday I think) it replaces lots of files including xul.dll. Unfortunately Norton falsely identifies this dll as being suspicious and blocks it, and then Firefox will no longer work. So look in the Program Files\Mozilla Firefox folder (or something similar depending on your OS) and see if xul.dll is there. If it's not there that is at least part of the problem.

If it's missing look in your antivirus program's history or activity log and see if it blocked or quarantined this file or any other from Mozilla or Firefox and then restore. This is what works for me.

Also, even though you don't have any Applian programs installed, see if you have FLVSrvc.exe as a running program (look in taskmanager). If so mark it not to autostart (in msconfig) and reboot and then try Firefox.

Meanwhile, why can't Mozilla get Symantec to stop doing this?

I have ESET Smart Security installed on my system. I found the xul.dll file found in the Mozilla Firefox Folder. I checked my antivirus for any quarantined or detected files related to Mozilla and found nothing. The problem persists. Thanks for your reply.

Hi Brotherz, this seems to be a fairly new issue: the "More Reports" link in your crash report shows only 45 reports during the past 28 days, mostly on beta releases.

Could you try these things:

Safe Mode Test

In its Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, and some other advanced features to help you assess whether these are causing the problem.

If Firefox is not running: Hold down the Shift key when starting Firefox.

If Firefox is running: You can restart Firefox in Safe Mode using either:

• "3-bar" menu button > "?" button > Restart with Add-ons Disabled
• Help menu > Restart with Add-ons Disabled

and OK the restart.

Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).

Any improvement? (More info: Diagnose Firefox issues using Troubleshoot Mode)

Clean Reinstall

We use this name, but it's not about removing your settings, it's about making sure the program files are clean (no inconsistent or alien code files). As described below, this process does not disturb your existing settings. Do NOT uninstall Firefox, that's not needed.

(A) Download a fresh installer for Firefox 43.0.2 from https://www.mozilla.org/firefox/all/ to a convenient location. (Scroll down to your preferred language.)

(B) Exit out of Firefox (if applicable).

(C) Rename the program folder as follows:

(32-bit Windows folder names)

C:\Program Files\Mozilla Firefox

to

C:\Program Files\OldFirefox

(64-bit Windows folder names)

C:\Program Files (x86)\Mozilla Firefox

to

C:\Program Files (x86)\OldFirefox

(D) Run the installer you downloaded in step (A). It should automatically connect to your existing settings.

Does a cleanly reinstalled Firefox start up normally??

Note: Some plugins may exist only in that OldFirefox folder. If something essential is missing, look in these folders:

• \OldFirefox\Plugins
• \OldFirefox\browser\plugins

Thank you for your reply. I restarted my system and then tried to open Firefox, and it started without bumping into the Mozilla Crash Reporter. That worked before, but at that time I was back to the crash reporter. However, this time, when Firefox started, I did a refresh (reset my Firefox). Now, everything is working fine. I'll let you know if it crashes again.

My firefox crash at start-up today. It was buggy before thought. Here's my 5 bp- in hope this could help.

Crash ID: bp-47a214ec-82aa-4bfe-ab35-9c3662151224 Crash ID: bp-8044cb08-7a4b-429c-ae13-326642151219 Crash ID: bp-f51dde68-f82f-4bd5-a46f-aff5b2151203 Crash ID: bp-97a4fc85-3c90-4406-97f8-daec12151202 Crash ID: bp-f229a32c-04e3-4509-9e84-d1d322151223

I hope this could help.

I want to say that even before today, my Firefox was glitchy with script blocking regularly and firefox crashing for some reasons, regularly.

Thanks!

jscher2000 said

Hi Brotherz, this seems to be a fairly new issue: the "More Reports" link in your crash report shows only 45 reports during the past 28 days, mostly on beta releases. Could you try these things: Safe Mode Test In its Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, and some other advanced features to help you assess whether these are causing the problem. If Firefox is not running: Hold down the Shift key when starting Firefox. If Firefox is running: You can restart Firefox in Safe Mode using either:

• "3-bar" menu button > "?" button > Restart with Add-ons Disabled
• Help menu > Restart with Add-ons Disabled

and OK the restart. Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh). Any improvement? (More info: Diagnose Firefox issues using Troubleshoot Mode) Clean Reinstall We use this name, but it's not about removing your settings, it's about making sure the program files are clean (no inconsistent or alien code files). As described below, this process does not disturb your existing settings. Do NOT uninstall Firefox, that's not needed. (A) Download a fresh installer for Firefox 43.0.2 from https://www.mozilla.org/firefox/all/ to a convenient location. (Scroll down to your preferred language.) (B) Exit out of Firefox (if applicable). (C) Rename the program folder as follows: (32-bit Windows folder names) C:\Program Files\Mozilla Firefox to C:\Program Files\OldFirefox (64-bit Windows folder names) C:\Program Files (x86)\Mozilla Firefox to C:\Program Files (x86)\OldFirefox (D) Run the installer you downloaded in step (A). It should automatically connect to your existing settings. Does a cleanly reinstalled Firefox start up normally?? Note: Some plugins may exist only in that OldFirefox folder. If something essential is missing, look in these folders:

• \OldFirefox\Plugins
• \OldFirefox\browser\plugins

I tried it, and after reinstalling Firefox with custom install, the Firefox icon appear in the down bar, and stay there without further improvement, like opening, crashing and so on. It just freeze there, and when I click on it, it shows the loading circle on the navigation icon and then it disappear and nothing happen.

Hi g0ld3nb0y

Try to start Firefox in Safe Mode by holding down the Shift (Mac: Options) key to see if that helps.

You can try to disable hardware acceleration in Firefox.

• Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"

You need to close and restart Firefox after toggling this setting.

• https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes

You can check if there is an update for your graphics display driver and check for hardware acceleration related issues.

• https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

Hi g0ld3nb0y, unfortunately, none of those seem to be for your startup crashes. Is the crash reporter saying that it couldn't submit those?

Since your last report was for Firefox 43.0.1, could you try installing 43.0.2 to see whether it was fixed in the update. Please follow the steps for the "Clean Reinstall" in the above post (https://support.mozilla.org/questions/1086722#answer-822220).

If that doesn't help, please start a new question. This one was marked solved already and we shouldn't bother the original poster with unrelated issues.

cor-el said

Hi g0ld3nb0y Try to start Firefox in Safe Mode by holding down the Shift (Mac: Options) key to see if that helps. You can try to disable hardware acceleration in Firefox.

• Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"

You need to close and restart Firefox after toggling this setting.

• https://support.mozilla.org/kb/Troubleshooting+extensions+and+themes

You can check if there is an update for your graphics display driver and check for hardware acceleration related issues.

• https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

Sorry I have questions to you, so could you please answer me in this thread I made for myself for this same problem please?

My firefox 43.0.2 won't open anymore, even Refreshed & in Safe Mode

From me : g0ld3nb0y

Thanks!!