It seems like your crash ID isn't valid. Can you give me your newest crash reports?

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 paste them into your response here.

In the meantime, Can you try to start Firefox in Safe Mode to see if Firefox works properly with no error? Safe Mode is a standard tool in troubleshooting Firefox.

You can start Firefox in Safe Mode below:

• Windows/Mac: Go to Help > Restart with add-ons disabled
• Linux: Run firefox -safe-mode in the Terminal/Konsole

If Firefox opens up fine with no problems, it's probably one of your extensions that's causing the issue. You can re-enable your add-ons one by one until you find the one that causes the issue upon being re-enabled.

Crash ID: bp-ed75a28f-a9f0-41a1-bdc5-9e6bf2140723 Crash ID: bp-ed98a4d1-6dc9-4fd1-ab31-8f9492140723 Crash ID: bp-eec82534-a120-4d76-8446-f758f2140723 Crash ID: bp-f0b21cad-abbc-46ed-9df4-ec4c92121112 Crash ID: bp-f7b4166d-4786-4383-b3fc-ffc722130402

I've tried starting in safe mode. It doesn't work. I click on the Firefox icon to start up. It brings up a dialog box about "do you want to allow this program to make changes"... I click yes and I get a crash error right away. I cannot even open Firefox at all. I've tried doing a new install. I've done everything short of removing my passwords.

I've seen these crash reports before, but it's too new of a crash for me to figure out anything. CC'ing HelpDesk.

I'm sure other contributors will chime in.

Hi, Thank you for the escalation, Help Desk here. It looks like the bug associated with this crash signature has to do with an Antivirus. Can you please temporarily disable any antivirus that you have installed on the affected computer to see if the issue persist, or configure it to allow traffic out of Firefox. If you need help with this please provide the name of the antivirus and we can investigate further.

That module is the security certificate module I believe*

secmod_LoadPKCS11Module

Thank you and we look forward to your reply.

I have Avast antivirus installed and also am running Fix-it Utilities. I turned off Fix-it and disabled Avast and still am getting the crash error. Here is the newest crash report:

Crash ID: bp-f9e8f641-825d-456e-a413-a3dd92140724

Try to rename (or delete) the secmode.db file in the Firefox profile folder.

You can use this button to go to the currently used Firefox profile folder:

• Help > Troubleshooting Information > Profile Directory: Show Folder (Linux: Open Directory; Mac: Show in Finder)

You can also try to toggle this pref to false on the about:config page.

• security.use_mozillapkix_verification = false

According to your crashes, you also have ActivClient installed. When is the last time you updated this software?