We're sorry to hear that Firefox is crashing. In order to assist you better, please follow the steps below to provide us crash ID's to help us learn more about your crash.

1. Enter about:crashes in the address bar (that's where you enter your website URL) and press Enter. You should now see a list of submitted crash reports.
2. Copy the 5 most recent crash ID's that you see in the crash report window and paste them into your response here.

Thank you for your cooperation!

More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.

Sometimes a problem with Firefox may be a result of malware installed on your computer, that you may not be aware of.

You can try these free programs to scan for malware, which work with your existing antivirus software:

• Microsoft Safety Scanner
• MalwareBytes' Anti-Malware
• TDSSKiller - AntiRootkit Utility

Microsoft Security Essentials is a good permanent antivirus for Windows 7/Vista/XP if you don't already have one.

Further information can be found in the Troubleshoot Firefox issues caused by malware article.

Did this fix your problems? Please report back to us!

Thank you both for your reply.

Amitshree - I forgot to mention that I had run Malwarebytes full scan and found nothing. Her computer is pristine.

Tylerdowner - Thanks. My client has decided to go ahead with a reformat/reinstall as she needs her computer back this weekend.

Again, thanks to you both.

AdapterDeviceID: 0x2e32 AdapterVendorID: 0x8086 Add-ons: %7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:21.0 AvailablePageFile: 5841879040 AvailablePhysicalMemory: 1739202560 AvailableVirtualMemory: 3981692928 BuildID: 20130511120803 CrashTime: 1370331087 EMCheckCompatibility: true Email: FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1370331062 IsGarbageCollecting: 1 Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x2e32, AdapterSubsysID: 00000000, AdapterDriverVersion: 8.15.10.1749 D3D10 Layers? D3D10 Layers- D3D9 Layers? D3D9 Layers- ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release StartupTime: 1370331062 SystemMemoryUsePercentage: 59 Theme: classic/1.0 Throttleable: 1 TotalVirtualMemory: 4294836224 URL: about:home Vendor: Mozilla Version: 21.0 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 : 

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

Computertutor:

I have exactly the same issues. Whilst Flash is fine on most occasions every once and a while Firefox freezes. I have also run Malwarebytes and more so I know it is not malware. The problem lies within either the Firefox 21.0 browser or the Adobe Flash software. Whilst I live with the problem I do find it annoying.

I have this problem also. Here are my crash reports ... any help?

9fa0706f-0de2-48b9-8e9c-08a6e627f7d7 6/17/2013 8:15 AM
bp-6780969d-6774-4046-9a0e-6b1042130616 6/16/2013 8:40 PM
bp-bed5bdd0-f789-4d58-a47d-5682b2130616 6/16/2013 8:24 PM
24aa092d-a744-4ec5-bf21-ffe4e27654e5 6/16/2013 8:09 PM
48102ea5-9182-40d7-898f-b7a151086b45 6/14/2013 8:36 PM
afcbeb66-c994-4e92-96dd-9531debf5ca5 6/12/2013 12:14 PM

Thanks Funlovers

bp-f14420b5-ccdb-46cf-bbd5-1e3122130728 7/27/2013 9:10 PM
e1d7f5aa-ad5a-4541-9de3-2917c405f62b 7/27/2013 5:51 PM
bp-1a871f30-2f5f-4b07-99fd-b1faa2130727 7/27/2013 1:10 PM
bp-8c27bff9-49bb-4583-8b80-983152130719 7/19/2013 7:11 PM
7eb27838-ce51-45f8-a292-befd353470d4 7/16/2013 11:31 AM
bp-3fc4a147-6c30-4c50-877e-4038d2130716 7/16/2013 10:01 AM

pjopaul, It looks like you are having a flash issue. please see Flash Plugin - Keep it up to date and troubleshoot problems

You can also check for problems caused by other plugins.

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

Shockwave Flash is out-of-date and that can cause some issues that make your browser crash.

You are also not running the most current version of Firefox. Maybe updating to Firefox 22.0 will patch the issue.

I'm having the same problem!!

I love Firefox but I'm having to use Safari / Explorer its because its crashing so much!

Please can someone help or tell me what the issue might be?

Here is my crash report:

bp-3a502d9a-0316-45c3-b47b-93e932130910 10/09/2013 11:10 
cdd3516c-d242-45ec-a057-8fdd93561a35 10/09/2013 11:09 
d5dfc106-d931-45e0-864d-d5ae70dbed0d 10/09/2013 11:09 
284a7f03-2bda-4c4b-a66f-2573d4fd4147 10/09/2013 11:09 
b46736a1-a6d1-4f1e-8bcd-cced69d6a7db 10/09/2013 11:09 

Is this a Flash issue too?

Thanks in advance.

Hi simplefs

That looks like a problem with the Flash plugin.

You can check for problems with current Flash plugin versions and try these:

• disable a possible RealPlayer Browser Record Plugin extension for Firefox and update the RealPlayer if installed
• disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later)
• disable hardware acceleration in the Flash plugin

• http://kb.mozillazine.org/Flash#Troubleshooting
• http://helpx.adobe.com/flash-player/kb/flash-player-113-crash-mozilla.html

Please help. The issue has been around for about 2 weeks now and its driving me crazy. Thanks in advance.

bp-30b3f9fa-bcb0-4682-a769-8ddd62131020 10/20/2013 5:46 PM f1e3dc74-1d88-480a-8907-9873faa73709 10/18/2013 5:04 PM bp-72617a86-6260-40f3-a9d4-55eb02131018 10/18/2013 9:13 AM bp-be5e5b88-1d8a-4e62-ad94-4abf22131018 10/18/2013 8:13 AM bp-fe7b1415-7089-44ac-9dbc-8d88b2131017 10/17/2013 7:35 PM bp-8abad290-fc08-414b-bf5f-cd11d2131017 10/17/2013 7:17 PM a6c4ba5f-1539-4cf4-9eb0-32ebd24d03ac 10/17/2013 12:41 PM

Hi BOSSHOGG

I see that you have sprotector.dll running. This file is associated with ad-aware/spy-ware.

Do a malware check with some 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: Home Page:
  http://www.microsoft.com/windows/products/winfamily/defender/default.mspx
• 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

Thanks Cor-el,

I've disabled Flash now and its working fine.

Thanks again. Dave