Join the Mozilla’s Test Days event from 9–15 Jan to test the new Firefox address bar on Firefox Beta 135 and get a chance to win Mozilla swag vouchers! 🎁

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 upon starting.

  • 2 replies
  • 1 has this problem
  • 3 views
  • Last reply by Mike.K.

Mike.K.
Mike.K.
more options

Upon starting, a dialogue box appears that says, “Firefox closed unexpectedly while starting. . . .”, with the buttons “Start in Safe Mode” and “Refresh Firefox”. This box is almost immediately replaced by the Mozilla Crash Reporter. The same thing happens when attempting to start in Safe Mode. To my knowledge, I did not make any changes before this issue began occurring. I have uninstalled Firefox, rebooted my computer, deleted the Firefox installation folder, and reinstalled Firefox, to no effect. I cannot manually refresh Firefox because I cannot create a new user profile; attempting to do so results in the Crash Reporter appearing when I click “Finish”. Anny assistance you can offer would be appreciated. 

  Crash ID: bp-1db72f3c-7ec5-453e-b05f-89d0e2160913
Upon starting, a dialogue box appears that says, “Firefox closed unexpectedly while starting. . . .”, with the buttons “Start in Safe Mode” and “Refresh Firefox”. This box is almost immediately replaced by the Mozilla Crash Reporter. The same thing happens when attempting to start in Safe Mode. To my knowledge, I did not make any changes before this issue began occurring. I have uninstalled Firefox, rebooted my computer, deleted the Firefox installation folder, and reinstalled Firefox, to no effect. I cannot manually refresh Firefox because I cannot create a new user profile; attempting to do so results in the Crash Reporter appearing when I click “Finish”. Anny assistance you can offer would be appreciated. Crash ID: bp-1db72f3c-7ec5-453e-b05f-89d0e2160913

Chosen solution

Actually, I tried starting Firefox again before downloading the latest version, and the dialogue box didn’t disappear. I clicked “Refresh Firefox”. The refreshing process hung for a long time when it was almost complete, so I just closed it. I then tried starting Firefox again, and now it works fine. Maybe Symantec resolved the issue. Thank you for your help.

Read this answer in context 👍 0

All Replies (2)

philipp
philipp
  • Moderator
more options

hi mike, thanks for providing a crash report id. we have seen quite a number of similar reports about this issue in the last hours and this issue is likely caused by your symantec security software that is hooking into firefox (probably through a program/signature update done by them). other users reported that updating firefox in this situation helped with the crashes. you can download & install the latest firefox from https://www.mozilla.org/en-US/firefox/all/

Mike.K.
Mike.K. Question owner
more options

Chosen Solution

Actually, I tried starting Firefox again before downloading the latest version, and the dialogue box didn’t disappear. I clicked “Refresh Firefox”. The refreshing process hung for a long time when it was almost complete, so I just closed it. I then tried starting Firefox again, and now it works fine. Maybe Symantec resolved the issue. Thank you for your help.