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

  • 3 replies
  • 1 has this problem
  • 6 views
  • Last reply by philipp

aaront01
aaront01
more options

Every time I try and launch Firefox, I receive the popup window saying Mozilla Crash Reporter. The options are to restart Firefox or Quit Firefox. When I choose restart, the same thing occurs. When I quit, it closes the window but I still can't launch it. I've tried to uninstall Firefox completely thru Control Panel > Programs and re-download the latest version and re-install. This does not fix the problem. I continue to get the Mozilla Crash Reporter window. I've tried to launch in Safe Mode by holding down shift key when clicking Firefox but that does nothing different. I've rebooted my PC several times. I've looked in Task Manager for anything running that is obvious relating to Firefox but seeing nothing. I'm not sure what else I can try. Please help.

Every time I try and launch Firefox, I receive the popup window saying Mozilla Crash Reporter. The options are to restart Firefox or Quit Firefox. When I choose restart, the same thing occurs. When I quit, it closes the window but I still can't launch it. I've tried to uninstall Firefox completely thru Control Panel > Programs and re-download the latest version and re-install. This does not fix the problem. I continue to get the Mozilla Crash Reporter window. I've tried to launch in Safe Mode by holding down shift key when clicking Firefox but that does nothing different. I've rebooted my PC several times. I've looked in Task Manager for anything running that is obvious relating to Firefox but seeing nothing. I'm not sure what else I can try. Please help.

All Replies (3)

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.

aaront01
aaront01 Question owner
more options

Crash ID: bp-74b95a26-f0a7-4749-aae3-820b32170206 Crash ID: bp-34ed733a-91bd-4d96-bd6b-7e7e52170206 Crash ID: bp-ac9d9ae4-ea74-4669-9ef7-d17682170206 Crash ID: bp-41e08c47-b7b8-434d-9990-3c5732170206 Crash ID: bp-809c7855-e595-4714-9f08-cafb92170206

philipp
philipp
  • Moderator
more options

thanks, unfortunately this crash is caused by the websense/forcepoint security software that is running on your device.

i presume that's in a corporate environment - please get in contact with your it department to make sure that websense is fully up to date, as it has the tendency to crash newly released firefox versions until they adapt accordingly.

another option would be to install an esr version of firefox: Old versions of Websense cause startup crashes in Firefox