This site will have limited functionality while we undergo maintenance to improve your experience. If an article doesn't solve your issue and you want to ask a question, we have our support community waiting to help you at @FirefoxSupport on Twitter and/r/firefox on Reddit.

Avatar for Username

Search Support

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

This thread was archived. Please ask a new question if you need help.

Firefox crashes

  • 5 replies
  • 1 has this problem
  • 11 views
  • Last reply by jhuntley

jhuntley
jhuntley
more options

Firefox is broken...

It crashes at launch and will not launch in safe mode.

Fixes Tried:

Clean install Installing on other machines

Firefox is broken... It crashes at launch and will not launch in safe mode. Fixes Tried: Clean install Installing on other machines

Chosen solution

thank you, unfortunately this crash is caused by websense endpoint security software that is running on a device. please make sure that all its components are up-to-date. in case your computer is part of a managed enterprise environment, please get in contact with your it department about this issue again. more information is available in bug 1181091.

in a larger enterprise using the extended support release (esr) version of firefox, which receives security updates but feature updates only once every 10 months, might also be a better option compatibility-wise: https://www.mozilla.org/en-US/firefox/organizations/faq/

Read this answer in context 👍 0

All Replies (5)

philipp
philipp
  • Moderator
more options

We're sorry to hear that your Firefox seems to be crashing when you open it. Please perform the following steps to give us a crash report ID that helps us find out more about the cause of the crash.

  1. On the keyboard, press [Windows] The image "Windows key" does not exist. + [R]. This should bring up a Run window that contains a text field.
  2. In that text field, type %APPDATA% and press Enter. An explorer window should open.
  3. From that explorer window, double-click on the Mozilla folder, then double-click on Firefox and then on Crash reports. Double-click on submitted.
  4. Now, you should see a list of files that contain reports. Go to View > Arrange Icons by > Modified to get the most recent files at the top of the window.
  5. Open the most recent 5 files with a text editor and copy the IDs.
  6. Paste each ID with bp- into the reply window on the forums.

Thanks in advance!

You can find more information and troubleshooting steps in the Troubleshoot Firefox crashes (closing or quitting unexpectedly) article.

jhuntley
jhuntley Question owner
more options

Crash ID: bp-c0058b1f-a239-4c5e-8e88-f38ca2160811

jhuntley
jhuntley Question owner
more options

Crash ID: bp-981e979c-20fd-4fa5-b9e1-d231e2160811 Crash ID: bp-75232924-dd8d-4ce7-8c43-f5d962160811 Crash ID: bp-1a172857-816f-4788-8360-50fb42160811 Crash ID: bp-f98db1e3-bef7-4a4f-a62f-338652160810

philipp
philipp
  • Moderator
more options

Chosen Solution

thank you, unfortunately this crash is caused by websense endpoint security software that is running on a device. please make sure that all its components are up-to-date. in case your computer is part of a managed enterprise environment, please get in contact with your it department about this issue again. more information is available in bug 1181091.

in a larger enterprise using the extended support release (esr) version of firefox, which receives security updates but feature updates only once every 10 months, might also be a better option compatibility-wise: https://www.mozilla.org/en-US/firefox/organizations/faq/

jhuntley
jhuntley Question owner
more options

Thank you! I will get with our InfoSec officer and see what his recommendation is to proceed. I will let you know if I am in need of more assistance!