Firefox crashes,
Dear Mozilla Support,
Each 30-40 minute firefox crashed, we tried deleting the config files, resetting the settings, updating firefox, run in safemode however non of this seems to help.
Below you will find the crash report: AdapterDeviceID: 0x0000 AdapterSubsysID: 00000000 AdapterVendorID: 0x0000 AvailablePageFile: 14443732992 AvailablePhysicalMemory: 6396239872 AvailableVirtualMemory: 3496398848 BIOS_Manufacturer: Phoenix Technologies LTD BlockedDllList: BreakpadReserveAddress: 44302336 BreakpadReserveSize: 67108864 BuildID: 20151029151421 CrashTime: 1447920662 EMCheckCompatibility: true EventLoopNestingLevel: 1 FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1446794838 Notes: AdapterVendorID: 0x0000, AdapterDeviceID: 0x0000, AdapterSubsysID: 00000000, AdapterDriverVersion:
ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SafeMode: 1 SecondsSinceLastCrash: 2028 StartupTime: 1447920528 SystemMemoryUsePercentage: 40 TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86","buildId":"20151029151421","version":"42.0","vendor":"Mozilla","platformVersion":"42.0","xpcomAbi":"x86-msvc","hotfixVersion":"20150902.02"},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":10240,"isWow64":true,"cpu":{"count":4,"vendor":null,"family":null,"model":null,"stepping":null,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2"]},"os":{"name":"Windows_NT","version":"6.1","servicePackMajor":1,"servicePackMinor":0,"installYear":2011,"locale":"nl-NL"},"hdd":{"profile":{"model":"VMware Virtual disk","revision":"1.0"},"binary":{"model":"VMware Virtual disk","revision":"1.0"},"system":{"model":"VMware Virtual disk","revision":"1.0"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":false,"adapters":[{"description":"RDPDD Chained DD","vendorID":"0x0000","deviceID":"0x0000","subsysID":"00000000","RAM":null,"driver":"RDPDD","driverVersion":null,"driverDate":null,"GPUActive":true}],"monitors":[{"screenWidth":1440,"screenHeight":900,"refreshRate":60,"pseudoDisplay":false},{"screenWidth":1440,"screenHeight":900,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"basic","d3d11":{"status":"blocked"},"d2d":{"status":"unavailable","version":"1.0"}}}},"settings":{"addonCompatibilityCheckEnabled":true,"blocklistEnabled":true,"isDefaultBrowser":true,"e10sEnabled":false,"telemetryEnabled":false,"isInOptoutSample":false,"locale":"nl","update":{"channel":"release","enabled":true,"autoDownload":true},"userPrefs":{"browser.cache.disk.capacity":358400,"browser.newtabpage.enhanced":true}},"profile":{"creationDate":16745},"addons":{"activeAddons":{},"theme":{},"activePlugins":[{"name":"Adobe Acrobat","version":"11.0.13.17","description":"Adobe PDF Plug-In For Firefox and Netscape 11.0.13","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/pdf","application/vnd.adobe.pdfxml","application/vnd.adobe.x-mars","application/vnd.fdf","application/vnd.adobe.xfdf","application/vnd.adobe.xdp+xml","application/vnd.adobe.xfd+xml"],"updateDay":16704},{"name":"Adobe Acrobat","version":"11.0.13.17","description":"Adobe PDF Plug-In For Firefox and Netscape 11.0.13","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/pdf","application/vnd.adobe.pdfxml","application/vnd.adobe.x-mars","application/vnd.fdf","application/vnd.adobe.xfdf","application/vnd.adobe.xdp+xml","application/vnd.adobe.xfd+xml"],"updateDay":16704},{"name":"Microsoft Office 2010","version":"14.0.4730.1010","description":"Office Authorization plug-in for NPAPI browsers","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-msoffice14"],"updateDay":14618},{"name":"Microsoft Office 2010","version":"14.0.4761.1000","description":"The plug-in allows you to open and edit files using Microsoft Office applications","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-sharepoint"],"updateDay":14692},{"name":"Silverlight Plug-In","version":"5.1.40728.0","description":"5.1.40728.0","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-silverlight","application/x-silverlight-2"],"updateDay":16643},{"name":"Java(TM) Platform SE 7 U55","version":"10.55.2.13","description":"Next Generation Java Plug-in 10.55.2 for Mozilla browsers","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-java-applet","application/x-java-bean","application/x-java-vm","application/x-java-applet;version=1.1.1","application/x-java-bean;version=1.1.1","application/x-java-applet;version=1.1","application/x-java-bean;version=1.1","application/x-java-applet;version=1.2","application/x-java-bean;version=1.2","application/x-java-applet;version=1.1.3","application/x-java-bean;version=1.1.3","application/x-java-applet;version=1.1.2","application/x-java-bean;version=1.1.2","application/x-java-applet;version=1.3","application/x-java-bean;version=1.3","application/x-java-applet;version=1.2.2","application/x-java-bean;version=1.2.2","application/x-java-applet;version=1.2.1","application/x-java-bean;version=1.2.1","application/x-java-applet;version=1.3.1","application/x-java-bean;version=1.3.1","application/x-java-applet;version=1.4","application/x-java-bean;version=1.4","application/x-java-applet;version=1.4.1","application/x-java-bean;version=1.4.1","application/x-java-applet;version=1.4.2","application/x-java-bean;version=1.4.2","application/x-java-applet;version=1.5","application/x-java-bean;version=1.5","application/x-java-applet;version=1.6","application/x-java-bean;version=1.6","application/x-java-applet;version=1.7","application/x-java-bean;version=1.7","application/x-java-applet;jpi-version=1.7.0_55","application/x-java-bean;jpi-version=1.7.0_55","application/x-java-vm-npruntime","application/x-java-applet;deploy=10.55.2","application/x-java-applet;javafx=2.2.55"],"updateDay":16202},{"name":"Java Deployment Toolkit 7.0.550.13","version":"10.55.2.13","description":"NPRuntime Script Plug-in Library for Java(TM) Deploy","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/java-deployment-toolkit"],"updateDay":16202},{"name":"DYMO Label Framework","version":"8.4.2.18","description":"DYMO Label Framework Plugin","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-dymolabel"],"updateDay":15622},{"name":"Shockwave Flash","version":"19.0.0.245","description":"Shockwave Flash 19.0 r0","blocklisted":false,"disabled":false,"clicktoplay":false,"mimeTypes":["application/x-shockwave-flash","application/futuresplash"],"updateDay":16750}],"activeGMPlugins":{"gmp-gmpopenh264":{"version":"1.4","userDisabled":false,"applyBackgroundUpdates":1},"gmp-eme-adobe":{"version":"15","userDisabled":false,"applyBackgroundUpdates":1}},"activeExperiment":{},"persona":null}} Theme: classic/1.0 Throttleable: 1 TotalPageFile: 21472018432 TotalPhysicalMemory: 10736951296 TotalVirtualMemory: 4294836224 URL: Vendor: Mozilla Version: 42.0 Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 1 :
MSAFD Tcpip [UDP/IP] : 2 : 2 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [RAW/IP] : 2 : 3 : MSAFD Tcpip [TCP/IPv6] : 2 : 1 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [UDP/IPv6] : 2 : 2 : MSAFD Tcpip [RAW/IPv6] : 2 : 3 : %SystemRoot%\system32\mswsock.dll RSVP TCPv6-serviceprovider : 2 : 1 : RSVP TCP-serviceprovider : 2 : 1 : %SystemRoot%\system32\mswsock.dll RSVP UDPv6-serviceprovider : 2 : 2 : RSVP UDP-serviceprovider : 2 : 2 : %SystemRoot%\system32\mswsock.dll VMCI sockets DGRAM : 0 : 2 : VMCI sockets STREAM : 0 : 1 : C:\Program Files\VMware\VMware Tools\VSock SDK\bin\win32\vsocklib.dll
useragent_locale: nl
If needed i could also provide the LastCrash file.
Do you have any idea what could be the cause of this issue?
All Replies (10)
Side note: this is on a terminal server, only one user has these issues.
Please follow the steps below to provide us crash IDs to help us learn more about your crash.
- Enter about:crashes in the Firefox address bar and press Enter. A Submitted Crash Reports list will appear, similar to the one shown below.
- 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.)
Thank you for your help!
More information and further troubleshooting steps can be found in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.
Thanks for your reply,
The crashes occur quite often however only 2 ID's were shown, the IDS are as follows:
bp-b86b4c9e-743b-4837-bf01-3e6e92151119 bp-c137e475-1ae3-4fef-bae1-ff1672151119
bp-b86b4c9e-743b-4837-bf01-3e6e92151119 The crash report flagged these programs;
Signature RtlpLowFragHeapAllocFromContext
Total Virtual Memory 4294836224 Available Virtual Memory 3587645440 System Memory Use Percentage 97 Available Page File 6473715712 Available Physical Memory 276803584
Start Firefox in Safe Mode {web Link} by holding down the <Shift>
(Mac Options) key, and then starting Firefox. Is the problem still there?
Modified by FredMcD
Dear FredMcD,
The issues are still there in safe mode.
Start your Computer in safe mode with networking. Then start Firefox. Try Safe web sites. Is the problem still there?
Starting The Computer In Safe Mode;
Free Online Encyclopedia
Type about:support in the address bar and press Enter. Under the main banner, press the button; Copy Text To Clipboard.. Then in the reply box at the bottom of this page, do a right click in the box and select Paste. This will show us your system details. No Personal Information Is Collected.
Toepassingsbasics
Naam: Firefox Versie: 42.0 Build-ID: 20151029151421 Updatekanaal: release Useragent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:42.0) Gecko/20100101 Firefox/42.0 Multiprocess-vensters: 0/1 (standaard: false) Veilige modus: false
Crashrapporten van de afgelopen 3 dagen
Rapport-ID: bp-b86b4c9e-743b-4837-bf01-3e6e92151119 Verzonden: 4 uur geleden
Rapport-ID: bp-c137e475-1ae3-4fef-bae1-ff1672151119 Verzonden: 5 uur geleden
Alle crashrapporten
Extensies
Naam: Firefox HTTP authentication from sub-resources Hotfix Versie: 20150902.02 Ingeschakeld: true ID: firefox-hotfix@mozilla.org
Grafisch
Adapter-RAM: Unknown Adapterbeschrijving: RDPDD Chained DD Adapterstuurprogramma’s: RDPDD Asynchroon pannen/zoomen: geen Device-ID: 0x0000 Direct2D ingeschakeld: Geblokkeerd voor uw grafische kaart vanwege onopgeloste problemen met het stuurprogramma. DirectWrite ingeschakeld: false (6.2.9200.17461) GPU #2 actief: false GPU-versnelde vensters: 0/1 Basic (OMTC) Geblokkeerd voor uw grafische kaart vanwege onopgeloste problemen met het stuurprogramma. Ondersteunt hardwarematige H264-decodering: false Subsys-ID: 00000000 Vendor-ID: 0x0000 WebGL-renderer: Geblokkeerd voor uw grafische kaart vanwege onopgeloste problemen met het stuurprogramma. windowLayerManagerRemote: true AzureCanvasBackend: skia AzureContentBackend: cairo AzureFallbackCanvasBackend: cairo AzureSkiaAccelerated: 0
Belangrijke aangepaste voorkeuren
browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.frecency_experiment: 2 browser.download.importedFromSqlite: true browser.places.smartBookmarksVersion: 7 browser.sessionstore.upgradeBackup.latestBuildID: 20151029151421 browser.startup.homepage_override.buildID: 20151029151421 browser.startup.homepage_override.mstone: 42.0 dom.apps.reset-permissions: true dom.mozApps.used: true extensions.lastAppVersion: 42.0 gfx.driver-init.appVersion: 42.0 gfx.driver-init.deviceID: 0x0000 gfx.driver-init.feature-d2d: false gfx.driver-init.feature-d3d11: false gfx.driver-init.status: 2 media.gmp-eme-adobe.abi: x86-msvc media.gmp-eme-adobe.lastUpdate: 1447921047 media.gmp-eme-adobe.version: 15 media.gmp-gmpopenh264.abi: x86-msvc media.gmp-gmpopenh264.lastUpdate: 1447921048 media.gmp-gmpopenh264.version: 1.5.1 media.gmp-manager.buildID: 20151029151421 media.gmp-manager.lastCheck: 1447921046 media.hardware-video-decoding.failed: false network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.history.expiration.transient_current_max_pages: 104858 plugin.disable_full_page_plugin_for_types: application/pdf plugin.importedState: true privacy.sanitize.migrateFx3Prefs: true storage.vacuum.last.index: 0
Belangrijke vergrendelde voorkeuren
JavaScript
Incrementele GC: true
Toegankelijkheid
Geactiveerd: false Toegankelijkheid voorkomen: 0
Bibliotheekversies
NSPR Verwachte minimale versie: 4.10.10 Gebruikte versie: 4.10.10
NSS Verwachte minimale versie: 3.19.4 Basic ECC Gebruikte versie: 3.19.4 Basic ECC
NSSSMIME Verwachte minimale versie: 3.19.4 Basic ECC Gebruikte versie: 3.19.4 Basic ECC
NSSSSL Verwachte minimale versie: 3.19.4 Basic ECC Gebruikte versie: 3.19.4 Basic ECC
NSSUTIL Verwachte minimale versie: 3.19.4 Gebruikte versie: 3.19.4
Experimentele functies
Starting the computer in safe mode is not gonna work, due to this being a terminal server.
I've called the big guys to help you. Good luck.
Thanks!
I see that Firefox runs in a virtual environment: 'VMware Virtual disk'
Does Firefox has enough memory avaible as the first report is a out-of-memory problem?
Can you verify that VMware has been updated to the latest version?
Did you contact your IT department if you do not have control of what software is running on the computer?
You can check for issues caused by plugins and set plugins to "Ask to Activate" on the "Firefox menu button/Tools > Add-ons > Plugins" page.
- plugins are not affected by Firefox Safe Mode
Modified by cor-el