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Why does Firefox keep crashing recently, even after refreshing to fix problem ?

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  • Last reply by John99

Kuechle
Kuechle
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A few weeks ago, Firefox started crashing on a fairly regular basis - usually when left idle for awhile. I report the condition when I restart Firefox via the pop-up screen that informs me of the crash, but have never received a reply from Mozilla as to why this is happening. I tried 'refreshing' Firefox after the first few crashes, but all that did was require me to restore it to the way I had it set-up prior to the refresh process - very frustrating !

A few weeks ago, Firefox started crashing on a fairly regular basis - usually when left idle for awhile. I report the condition when I restart Firefox via the pop-up screen that informs me of the crash, but have never received a reply from Mozilla as to why this is happening. I tried 'refreshing' Firefox after the first few crashes, but all that did was require me to restore it to the way I had it set-up prior to the refresh process - very frustrating !

All Replies (5)

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

The crash report is several pages of data. We need the report numbers to see the whole report.

  1. Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
  2. Copy the 5 most recent Report IDs that start with bp- and then go back to your forum question and paste those IDs into the "Post a Reply" box.

Note: If a recent Report ID does not start with bp- click on it to submit the report.

(Please don't take a screenshot of your crashes, just copy and paste the IDs. The below image is just an example of what your Firefox screen should look like.)

aboutcrashesFx29

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

Kuechle
Kuechle Mwenye swali
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bp-b3996901-ef12-4ec2-b4b0-804b22160723 7/23/2016 5:33 AM bp-3fbff5aa-0397-4e43-bdd9-93abe2160723 7/22/2016 7:33 PM bp-4ab5daa6-9d37-4ed2-b825-a473d2160722 7/22/2016 12:09 PM bp-2c92a2d9-d56b-40ef-9bfa-4a8702160721 7/21/2016 11:34 AM bp-0730e2f4-1ffa-4c0a-84e7-48c392160721 7/20/2016 10:26 PM

the-edmeister
the-edmeister
  • Moderator
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All those crashes appear to be caused by inproc_agent.dll a file related to Kaspersky Inproc Agent.

Kuechle
Kuechle Mwenye swali
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Is there a Mozilla work-around and still keep Kaspersky ? Or should I go to Kaspersky Support for help ?

John99
John99
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The kaspersky file is possibly suspicious and has no debug symbols, but I am not sure we are anything like 100% certain it causes your problem. Windows 7 will have its own security built in so you could temporarily disable or remove the kaspersky software to see if the crashes go away.

Before doing that make sure the kaspersky software is fully updated.

Also try Firefox in its safe mode, does that decrease the number of crashes or even stop them ?

And even though you are not out of Memory there is some sort of memory issue on some of those crashes.

Forum note

  • Your crash report bp-4ab5daa6-9d37-4ed2-b825-a473d2160722
    • Related Bug 1282562 - D2D crash in igd10iumd32.dll | CContext::ID3D11DeviceContext1_UpdateSubresource1_<T>
    • My Comment: graphics related