Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Firefox crashes

  • 4 tontu
  • 2 am na jafe-jafe bii
  • 3 views
  • i mujjee tontu mooy Topware

Hello,

We are an company that provides IT support for our customers. Recently one of our newer customers have reported that their firefox keeps crashing. We already tried the following things :

  • Updated the graphics driver (both update and clean install)
  • Safe mode
  • removed the profile
  • reïnstalled firefox
  • malware bytes free scan (no results)

The crashes stops sometimes for a day and then they come back.

Here are some Crash Reports :

Can someone help us with this ?

Sincerely,

Jurgen

Hello, We are an company that provides IT support for our customers. Recently one of our newer customers have reported that their firefox keeps crashing. We already tried the following things : * Updated the graphics driver (both update and clean install) * Safe mode * removed the profile * reïnstalled firefox * malware bytes free scan (no results) The crashes stops sometimes for a day and then they come back. Here are some Crash Reports : * https://crash-stats.mozilla.com/report/index/aef84c1f-c1c7-464b-8c14-70a0c2150622 (22/06/2015) * https://crash-stats.mozilla.com/report/index/0400a5b3-d13f-43c1-acd9-4f6f42150622 * https://crash-stats.mozilla.com/report/index/3a708f93-2a6c-4aa9-804f-5d1142150619 (19/6/2015) * https://crash-stats.mozilla.com/report/index/681804f9-4dd0-42bf-9215-abed32150619 Can someone help us with this ? Sincerely, Jurgen

Topware moo ko soppali ci

All Replies (4)

A new crash signature and hovering outside the top 20 at present. Apparently the current suspicion from engineers is that it may be caused by malware.

Try with as many of the most up to date malware scanners possible. I have mentioned this thread in the related bug so I suggest you sign up to bugzilla then visit the bug page. By default you will get an option to click on [save changes] and will be cc by email on the bug progress.

  • Bug 1175454 - startup crash in RtlpLowFragHeapFree | RtlFreeHeap | HeapFree | nsUrlClassifierPrefixSet::StoreToFd(mozilla::Scoped<T>&)

For forum cross referencing purposes

Thanks for looking into this so quickly. I'll update this post if the scan return any malware :

  • Malware Bytes Free :
     threat scan : nothing
  • Malware bytes (Kaseya Anti Malware with license)
    Quick Scan : nothing
    Flash Scan : nothing
    Full Scan : nothing
  • SUPERAntiSpyware :
     Critical Point Scan : nothing
     Quick Scan : 40 tracking cookie found and removed
     Full Scan : 2 tracking cookies
     Custom Scan of C:\ : nothing
  • Microsoft Safety Scanner :
     Fast Scan : nothing
     Full Scan : nothing
  • adwCleaner :
     Scan : nothing
  • Kaspersky TDSSKiller :
     Full Scan : no threats

Topware moo ko soppali ci

Don't forget to use Anti-rootkit utility TDSSKiller too.

TDSSKiller also found nothing.