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Firefox crashes on Win 8 even after reinstall

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  • Paskiausią atsakymą parašė John12345

John12345
John12345
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Firefox on my (wife's) windows 8 notebook crashes even after reinstalling, starting from a new profile in safe mode. I get the crash reporter every single time.

The last crash ID is bp-31e9068d-c61a-4ef2-8fdf-570062150713.

Any ideas what I can do to fix or diagnose further?

Thanks! -- John

Firefox on my (wife's) windows 8 notebook crashes even after reinstalling, starting from a new profile in safe mode. I get the crash reporter every single time. The last crash ID is bp-31e9068d-c61a-4ef2-8fdf-570062150713. Any ideas what I can do to fix or diagnose further? Thanks! -- John

All Replies (3)

jscher2000 - Support Volunteer
jscher2000 - Support Volunteer
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Thank you for the crash report ID, and sorry to hear about the crashes.

That particular report has two notable things for me.

(1) System memory usage at 83%. Firefox tends to run poorly when system memory usage is high. I'm not sure what else is running, but if it's possible to get it down to 50%, Firefox likely will run better once it stops crashing.

(2) IBM Trusteer Rapport is running. Firefox is taking an action that triggers Rapport and then shortly thereafter the crash occurs. I can't tell exactly what is going on, but please make sure Rapport is as up-to-date as possible. See: FAQ: Does Rapport support Firefox 39?

jscher2000 - Support Volunteer
jscher2000 - Support Volunteer
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Sometimes an upgrade or third party software will damage files in the installation folder that linger even after a straight reinstall. In those cases, we suggest:

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, corrupted, or alien code files). As described below, this process does not disturb your existing settings. Do NOT uninstall Firefox, that's not needed.

(1) Download a fresh installer for Firefox 39.0 from https://www.mozilla.org/firefox/all/ to a convenient location. (Scroll down to your preferred language.)

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

(3) Rename the program folder, either:

(64-bit Windows folder names) 

C:\Program Files (x86)\Mozilla Firefox

to 

C:\Program Files (x86)\OldFirefox

(32-bit Windows folder names) 

C:\Program Files\Mozilla Firefox

to 

C:\Program Files\OldFirefox

(4) Run the installer you downloaded in #1. It should automatically connect to your existing settings.

Does Firefox run any better after this reinstall?

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

  • \OldFirefox\Plugins
  • \OldFirefox\browser\plugins
John12345
John12345 Klausimą uždavęs asmuo
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Trusteer Rapport definitely seems to be part of the problem. I tried to remove it and Firefox worked for a bit before crashing. Rapport did not uninstall easily. I eventually had to download Trusteer's SafeUninstall utility. Thanks for spotting the issues. Firefox seems to be working better again. Thanks! -- John