Firefox crashes
Firefox updated has several crashes each day since about 12/24/16. Crash reports sent.Submitted Crash Reports Report ID Date Submitted bp-ed8ea667-4a06-489e-9d7a-f0aea2161231 12/31/2016 4:52 PM bp-fbe2a8e1-775f-460c-94ab-ba9ea2161229 12/28/2016 8:32 PM bp-3318fcd7-2bf0-48da-bfe5-bcdb12161228 12/27/2016 11:11 PM bp-6e15a25f-ad99-4828-9fd9-8a79e2161226 12/26/2016 10:13 AM bp-5d3b6bb5-a685-4f14-9475-467a92161225 12/25/2016 3:08 PM bp-eac87725-f134-4737-a36a-7e64e2161225 12/25/2016 12:24 PM bp-24e53804-98eb-4279-8f91-2f6ba2161121 11/20/2016 10:11 PM 12a7db0a-96d9-45ae-894b-488c72614ae1 7/25/2016 3:01 PM 7bc6f271-b64d-4405-a52d-6e6ea94a6e57 6/20/2016 5:17 PM 53d082d6-1d9f-44a6-9a3f-d1a70f6daba8 4/4/2016 11:50 PM bp-f4e404b7-790a-485b-bd92-71ea82160310 3/10/2016 5:16 PM
Application Basics ------------------ Name: Firefox Version: 50.1.0 Build ID: 20161208153507 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:50.0) Gecko/20100101 Firefox/50.0 OS: Windows_NT 10.0 Multiprocess Windows: 0/1 (Disabled by add-ons) Safe Mode: true Crash Reports for the Last 3 Days --------------------------------- Report ID: bp-ed8ea667-4a06-489e-9d7a-f0aea2161231 Submitted: 12 minutes ago Report ID: bp-fbe2a8e1-775f-460c-94ab-ba9ea2161229 Submitted: 3 days ago All Crash Reports Extensions ---------- Name: Application Update Service Helper Version: 1.0 Enabled: true ID: [email protected] Name: Multi-process staged rollout Version: 1.5 Enabled: true ID: [email protected] Name: Pocket Version: 1.0.5 Enabled: true ID: [email protected] Name: Web Compat Version: 1.0 Enabled: true ID: [email protected] Name: DuckDuckGo Plus Version: 1.0.0 Enabled: false ID: jid1-ZAdIEUB7XOzOJw@jetpack Name: Grammarly for Firefox Version: 8.698.584 Enabled: false ID: 87677a2c52b84ad3a151a4a72f5bd3c4@jetpack Name: Kaspersky Protection Version: 5.0.141-4-20161031140250 Enabled: false ID: [email protected] Graphics -------- Features Compositing: Basic Asynchronous Pan/Zoom: none WebGL Renderer: WebGL is currently disabled. WebGL2 Renderer: (no info) Hardware H264 Decoding: No; Hardware video decoding disabled or blacklisted Audio Backend: wasapi DirectWrite: false (10.0.14393.351) GPU #1 Active: Yes Description: Intel(R) HD Graphics 530 Vendor ID: 0x8086 Device ID: 0x191b Driver Version: 20.19.15.4454 Driver Date: 5-4-2016 Drivers: igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32 Subsys ID: 07061028 RAM: Unknown GPU #2 Active: No Description: NVIDIA GeForce GTX 960M Vendor ID: 0x10de Device ID: 0x139b Driver Version: 21.21.13.7306 Driver Date: 10-1-2016 Drivers: C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_96feac2ff3979cc1\nvd3dumx,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_96feac2ff3979cc1\nvwgf2umx,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_96feac2ff3979cc1\nvwgf2umx,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_96feac2ff3979cc1\nvwgf2umx C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_96feac2ff3979cc1\nvd3dum,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_96feac2ff3979cc1\nvwgf2um,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_96feac2ff3979cc1\nvwgf2um,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_96feac2ff3979cc1\nvwgf2um Subsys ID: 07061028 RAM: 4096 Diagnostics AzureCanvasAccelerated: 0 AzureCanvasBackend: skia AzureContentBackend: cairo AzureFallbackCanvasBackend: cairo Decision Log HW_COMPOSITING: blocked by runtime: Acceleration blocked by safe-mode D3D11_COMPOSITING: unavailable by default: Hardware compositing is disabled D3D9_COMPOSITING: unavailable by default: Hardware compositing is disabled DIRECT2D: unavailable by default: Direct2D requires Direct3D 11 compositing D3D11_HW_ANGLE: unavailable by default: D3D11 compositing is disabled disabled by env: D3D11 compositing is disabled Important Modified Preferences ------------------------------ accessibility.lastLoadDate: 1483221792 accessibility.loadedInLastSession: true accessibility.typeaheadfind.flashBar: 0 browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.disk.smart_size.use_old_max: false browser.cache.frecency_experiment: 2 browser.download.folderList: 2 browser.download.importedFromSqlite: true browser.places.smartBookmarksVersion: 8 browser.privatebrowsing.autostart: true browser.sessionstore.upgradeBackup.latestBuildID: 20160105164030 browser.startup.homepage: google.com browser.startup.homepage_override.buildID: 20161208153507 browser.startup.homepage_override.mstone: 50.1.0 browser.tabs.remote.autostart.2: true browser.tabs.remote.disabled-for-a11y: true dom.apps.lastUpdate.buildID: 20161019084923 dom.apps.lastUpdate.mstone: 49.0.2 dom.apps.reset-permissions: true dom.mozApps.used: true dom.push.userAgentID: faabe5f401b64634adb07718141028a8 extensions.lastAppVersion: 50.1.0 font.internaluseonly.changed: true gfx.crash-guard.d3d11layers.appVersion: 50.1.0 gfx.crash-guard.d3d11layers.deviceID: 0x191b gfx.crash-guard.d3d11layers.driverVersion: 20.19.15.4454 gfx.crash-guard.d3d11layers.feature-d2d: true gfx.crash-guard.d3d11layers.feature-d3d11: true gfx.crash-guard.glcontext.gfx.driver-init.direct3d11-angle: true gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle: true gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-force-d3d11: false gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-force-warp: false gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-try-d3d11: true gfx.crash-guard.status.: 2 gfx.crash-guard.status.d3d11layers: 2 gfx.crash-guard.status.d3d11video: 2 gfx.crash-guard.status.d3d9video: 2 gfx.crash-guard.status.glcontext: 2 gfx.direct3d.last_used_feature_level_idx: 0 media.benchmark.vp9.fps: 185 media.benchmark.vp9.versioncheck: 1 media.gmp-eme-adobe.abi: x86-msvc-x64 media.gmp-eme-adobe.lastUpdate: 1462631758 media.gmp-eme-adobe.version: 17 media.gmp-gmpopenh264.abi: x86-msvc-x64 media.gmp-gmpopenh264.lastUpdate: 1471527157 media.gmp-gmpopenh264.version: 1.6 media.gmp-manager.buildID: 20161208153507 media.gmp-manager.lastCheck: 1483220965 media.gmp-widevinecdm.abi: x86-msvc-x64 media.gmp-widevinecdm.lastUpdate: 1475159498 media.gmp-widevinecdm.version: 1.4.8.903 media.gmp.storage.version.observed: 1 media.hardware-video-decoding.failed: false media.webrtc.debug.aec_log_dir: C:\Users\david\AppData\Local\Temp media.webrtc.debug.log_file: C:\Users\david\AppData\Local\Temp\WebRTC.log media.youtube-ua.override.to: 43 network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.database.lastMaintenance: 1482717642 places.history.expiration.transient_current_max_pages: 63295 plugin.disable_full_page_plugin_for_types: application/pdf plugin.importedState: true plugin.state.flash: 1 print.printer_Canon_MX890_series_FAX_WS.print_bgcolor: false 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Ezalaki modifié
All Replies (20)
Sorry to hear about the crashes. The six newest (linked) reports all involve Windows not supplying Firefox with requested memory (out of memory), not because memory is full but perhaps because it is fragmented ("small" OOM). Other than that, there doesn't seem to be a consistent set of events leading up to the crash.
In three cases, Firefox appears to be working with the disk cache. In other cases:
- Checking an address against a list of known bad sites?
- Clearing some memory (ironic)?
- Making a request from a proxy server?
Remove the cache2 folder from disk
To address the caching-related crashes, I suggest trying the following as the first step:
While Firefox is not running, type or paste the following into the Windows search box or into the address bar of a Windows Explorer window:
%LOCALAPPDATA%\Mozilla\Firefox\Profiles
That should expand to this:
C:\Users\username\AppData\Local\Mozilla\Firefox\Profiles
(You can navigate there manually, but because AppData is a hidden folder, you may need: http://windows.microsoft.com/en-us/windows/show-hidden-files)
At this point, you may see one folder with a partially random name, or multiple folders. You want to click into the most recently updated folder. Right-click the cache2 folder and either choose Delete or, if you're not sure, choose Rename and give it some other name, like cache2old so Firefox can't find it.
When you start Firefox up again, it should create a new cache2 folder.
One possibly unusual feature of the crashes is that the "Modules" list of each crash lists multiple Kaspersky files:
- kl_service.dll
- remote_eka_prague_loader.dll
- prcore.dll
- prremote.dll
- inproc_agent.dll
- plugins_meta.dll
- (possibly others, I stopped searched at that point)
In case a change to your Kaspersky software caused this issue, could you check for any available updates?
Are you intentionally using a proxy server? You can review your Firefox connection settings on the Options/Preferences page:
- Windows: "3-bar" menu button (or Tools menu) > Options
- Mac: "3-bar" menu button (or Firefox menu) > Preferences
- Linux: "3-bar" menu button (or Edit menu) > Preferences
- type or paste about:preferences in the address bar and press Enter/Return
In the left column, click Advanced. On the right side, click the "Network" mini-tab and then the "Settings" button.
The default of "Use system proxy settings" should piggyback on your Internet Explorer/Windows "LAN" settings. You could try "No proxy" to see whether that works any better.
switching to the win64 bit build of firefox will likely help with these sort of crashes: https://www.mozilla.org/en-US/firefox/all/
rflexible said
Reply to scher2000 Dec 31, 2016, 6:54:51 AM
I am using the latest Kaspersky version. I Removed the cache2 folder from disk* The setting is "Use system proxy settings"
Why would the Firefox crashes start about a week ago?
I don't know what is causing your crashes. They don't match the pattern of the most common ones users ask about.
If Kaspersky is the culprit, I'm sure we'll start to see more of these. Have you been using their "secure browser" feature?
Connection: Did you try "No proxy"?
Saw your reply in https://support.mozilla.org/questions/1153103:
Firefox crashes several times a day.
I reinstalled it.
I Removed the cache2 folder from disk
The setting is "Use system proxy settings"
I use Kaspersky Internet security and do not have a problem when using Chrome.
Thank you for testing the cache folder removal. No change?
Can you please try "No proxy" for the connection setting to see whether that makes any difference?
Also, could you post some fresh crash report IDs after all the changes you've made. As always, they should be available on the about:crashes page or you can click through to the crash-stats server and copy full addresses from the address bar once the report displays.
The crash reports you posted are OOM (out-of-memory) crash reports where not enough free memory is available. This can indicate that the memory is fragmented and no consistent memory blocks that are large enough are available. You can try to close down as much programs as possible, especially program you start at boot time to ensure that enough free memory is available.
Did you try to disable hardware acceleration in Firefox?
You can check for issues caused by plugins.
- set plugins to "Ask to Activate" on the about:addons page ("3-bar" menu button or Tools -> Add-ons -> Plugins)
- plugins are not affected by Firefox Safe Mode
- https://support.mozilla.org/kb/Troubleshooting+plugins
I don't see about addons at menu (top right ) and it is not under options or addons
I just tried https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration and will restart
Still crashing today and yesterday Removed temp files. 9 GB of memory available ran windows memory diagnostic- no problem crash report today:
Add-ons: %7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:50.1.0,jid1-ZAdIEUB7XOzOJw%40jetpack:1.0.0,aushelper%40mozilla.org:1.0,e10srollout%40mozilla.org:1.5,firefox%40getpocket.com:1.0.5,webcompat%40mozilla.org:1.0,light_plugin_F6F079488B53499DB99380A7E11A93F6%40kaspersky.com:5.0.141-4-20161031140250
AddonsShouldHaveBlockedE10s: 1
AvailablePageFile: 15106928640
AvailablePhysicalMemory: 5103587328
AvailableVirtualMemory: 410226688
BIOS_Manufacturer: Dell Inc.
BlockedDllList:
BreakpadReserveAddress: 336920576
BreakpadReserveSize: 67108864
BuildID: 20161208153507
CPUMicrocodeVersion: 0x84
ContentSandboxCapable: 1
ContentSandboxLevel: 1
CrashTime: 1484001161
E10SCohort: disqualified-test
EMCheckCompatibility: true
Email: [email protected]
FramePoisonBase: 00000000f0de0000
FramePoisonSize: 65536
InstallTime: 1481808993
MozCrashReason: MOZ_CRASH(OOM)
Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x191b, AdapterSubsysID: 07061028, AdapterDriverVersion: 20.19.15.4454
Has dual GPUs. GPU #2: AdapterVendorID2: 0x10de, AdapterDeviceID2: 0x139b, AdapterSubsysID2: 07061028, AdapterDriverVersion2: 21.21.13.7306FP(D100-L11010-W00000000-T0000)
OOMAllocationSize: 4914
ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384}
ProductName: Firefox
ReleaseChannel: release
SafeMode: 0
SecondsSinceLastCrash: 4002
StartupTime: 1483999769
SystemMemoryUsePercentage: 70
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Hi rflexible, instead of pasting crash data, could you paste the latest crash report IDs so the data can be viewed in a readable format on the crash stats server?
Where do I get the ID?
I meant the latest long codes similar to the ones you posted in your original question. The support article "Firefox crashes - asking for support" has the steps to get those crash report IDs from the about:crashes page or from disk.
d4b7d108-1e85-46dc-a95d-a9731adb44ff
Throttling is annoying. Can you try submitting it again -- I think clicking the link on the about:crashes page is supposed to do that.
You can see the report at https://crash-stats.mozilla.com/report/index/b3d7b3c9-cf30-4d43-9a05-4a6522170109
Hi rflexible, it's another "Out of Memory" error. The crash occurred while loading an image, but I can't tell whether that is significant, or whether Windows just had no more 4.8KB blocks of contiguous memory available for any purpose due to memory fragmentation.
You mentioned having a large amount of RAM installed. If you don't use plugins other than Flash and Silverlight (i.e., you don't need Java, VLC, Google Talk, etc.), you might try the 64-bit version of Firefox for Windows to see whether it's ability to use a larger memory space is helpful. There is a support article if you want to try it: How to switch from 32-bit to 64-bit Firefox.
Latest crash report bp-9f3aa8f1-8dc9-481b-a864-6f18c2170122
Thank you again for your assistance.
That last bug report could be a problem with IndexedDB (local storage) and having used the same profile with a 32 bit and a 64 bit version. You can try to delete the storage folder in the profile folder. If this doesn't help then try a new profile.
You can use this button to go to the current Firefox profile folder:
- Help -> Troubleshooting Information -> Profile Directory:
Windows: Show Folder; Linux: Open Directory; Mac: Show in Finder - http://kb.mozillazine.org/Profile_folder_-_Firefox
Create a new profile to test if your current profile is causing the problem.
See "Creating a profile":
- https://support.mozilla.org/kb/profile-manager-create-and-remove-firefox-profiles
- http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Profile_issues
If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems.
An earlier suggestion was to download the 64 bit version. I see an x64 and an x86 version. should I remove one of them?
Try to create a new profile to see if that has effect.