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

Buscar en Ayuda

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

Este tema ha sido archivado. Haz una nueva pregunta si necesitas ayuda.

Firefox crashes before displaying anything even in safe mode.

  • 6 respuestas
  • 1 tiene este problema
  • 1 visita
  • Última respuesta de FredMcD

Arnaud Oude
Arnaud Oude
more options

I made a fresh install of Firefox 68.0.2 on my ASUS K55VD Notebook, but it crashes without error messages even in safe mode from the first run. I have an identical machine with identical version of Win 10 in which the same version of Firefox runs perfectly. I cannot figure what is the difference between the two notebooks. Graphic cards and driver versions are also the same, as far as I can check. Here follows content of the "report.wer" file I found in "C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_firefox.exe_bb3e6960f0b5268223c1435cf363fbc6e3728b_f5caf6bd_7b14895d-b5c5-4b7b-b130-2893955908a4", which is the only readable crash report I could find in my hard drive containing the string "firefox".

Hope someone can help me...

Arnaud

Version=1 EventType=APPCRASH EventTime=132105211174298191 ReportType=2 Consent=1 UploadTime=132105211175427474 ReportStatus=268435456 ReportIdentifier=7b14895d-b5c5-4b7b-b130-2893955908a4 IntegratorReportIdentifier=38c11983-5afa-4550-ba0d-99a6ac9d4ac1 Wow64Host=34404 NsAppName=firefox.exe OriginalFilename=firefox.exe AppSessionGuid=000002d0-0001-0007-2a88-ce58fd54d501 TargetAppId=W:0006f7a39a0a2601f42e890082ff2ee89f7700000000!0000457e7ef5e92ec16de9ee1303b2894e11758b1c2e!firefox.exe TargetAppVer=2019//08//13:16:31:09!9be5d!firefox.exe BootId=4294967295 ServiceSplit=3110587600 TargetAsId=351 IsFatal=1 EtwNonCollectReason=1 Response.BucketId=16d5dd4ed97bd99b041b6241ec6c7b35 Response.BucketTable=4 Response.LegacyBucketId=1448859740408675125 Response.type=4 Sig[0].Name=Nome applicazione Sig[0].Value=firefox.exe Sig[1].Name=Versione applicazione Sig[1].Value=68.0.2.7164 Sig[2].Name=Timestamp applicazione Sig[2].Value=5d52e5cd Sig[3].Name=Nome modulo con errori Sig[3].Value=StackHash_5d84 Sig[4].Name=Versione modulo con errori Sig[4].Value=0.0.0.0 Sig[5].Name=Timestamp modulo con errori Sig[5].Value=00000000 Sig[6].Name=Codice eccezione Sig[6].Value=c0000005 Sig[7].Name=Offset eccezione Sig[7].Value=PCH_C1_FROM_unknown+0x0000000000000000 DynamicSig[1].Name=Versione SO DynamicSig[1].Value=10.0.18362.2.0.0.768.101 DynamicSig[2].Name=ID impostazioni locali DynamicSig[2].Value=1040 DynamicSig[22].Name=Informazioni aggiuntive 1 DynamicSig[22].Value=5d84 DynamicSig[23].Name=Ulteriori informazioni 2 DynamicSig[23].Value=5d8450413f8189b6074fa7e60cb0de8a DynamicSig[24].Name=Ulteriori informazioni 3 DynamicSig[24].Value=6db1 DynamicSig[25].Name=Ulteriori informazioni 4 DynamicSig[25].Value=6db1f0219d24a6d5c4cb93f198273caa UI[2]=C:\Program Files\Mozilla Firefox\firefox.exe LoadedModule[0]=C:\Program Files\Mozilla Firefox\firefox.exe LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll LoadedModule[2]=C:\WINDOWS\System32\KERNEL32.DLL LoadedModule[3]=C:\WINDOWS\System32\KERNELBASE.dll LoadedModule[4]=C:\WINDOWS\System32\ADVAPI32.dll LoadedModule[5]=C:\WINDOWS\System32\msvcrt.dll LoadedModule[6]=C:\WINDOWS\System32\sechost.dll LoadedModule[7]=C:\WINDOWS\System32\RPCRT4.dll LoadedModule[8]=C:\WINDOWS\System32\ucrtbase.dll LoadedModule[9]=C:\Program Files\Mozilla Firefox\mozglue.dll LoadedModule[10]=C:\WINDOWS\SYSTEM32\MSVCP140.dll LoadedModule[11]=C:\WINDOWS\SYSTEM32\VCRUNTIME140.dll LoadedModule[12]=C:\WINDOWS\SYSTEM32\dbghelp.dll LoadedModule[13]=C:\WINDOWS\SYSTEM32\VERSION.dll LoadedModule[14]=C:\WINDOWS\SYSTEM32\CRYPTBASE.DLL LoadedModule[15]=C:\WINDOWS\System32\bcryptPrimitives.dll LoadedModule[16]=C:\WINDOWS\System32\user32.dll LoadedModule[17]=C:\WINDOWS\System32\win32u.dll LoadedModule[18]=C:\WINDOWS\System32\GDI32.dll LoadedModule[19]=C:\WINDOWS\System32\gdi32full.dll LoadedModule[20]=C:\WINDOWS\System32\msvcp_win.dll LoadedModule[21]=C:\WINDOWS\System32\IMM32.DLL LoadedModule[22]=C:\Windows\system32\guard64.dll LoadedModule[23]=C:\WINDOWS\SYSTEM32\fltlib.dll State[0].Key=Transport.DoneStage1 State[0].Value=1 OsInfo[0].Key=vermaj OsInfo[0].Value=10 OsInfo[1].Key=vermin OsInfo[1].Value=0 OsInfo[2].Key=verbld OsInfo[2].Value=18362 OsInfo[3].Key=ubr OsInfo[3].Value=295 OsInfo[4].Key=versp OsInfo[4].Value=0 OsInfo[5].Key=arch OsInfo[5].Value=9 OsInfo[6].Key=lcid OsInfo[6].Value=1040 OsInfo[7].Key=geoid OsInfo[7].Value=118 OsInfo[8].Key=sku OsInfo[8].Value=101 OsInfo[9].Key=domain OsInfo[9].Value=0 OsInfo[10].Key=prodsuite OsInfo[10].Value=768 OsInfo[11].Key=ntprodtype OsInfo[11].Value=1 OsInfo[12].Key=platid OsInfo[12].Value=10 OsInfo[13].Key=sr OsInfo[13].Value=0 OsInfo[14].Key=tmsi OsInfo[14].Value=4181 OsInfo[15].Key=osinsty OsInfo[15].Value=3 OsInfo[16].Key=iever OsInfo[16].Value=11.295.18362.0-11.0.140 OsInfo[17].Key=portos OsInfo[17].Value=0 OsInfo[18].Key=ram OsInfo[18].Value=3981 OsInfo[19].Key=svolsz OsInfo[19].Value=140 OsInfo[20].Key=wimbt OsInfo[20].Value=0 OsInfo[21].Key=blddt OsInfo[21].Value=190318 OsInfo[22].Key=bldtm OsInfo[22].Value=1202 OsInfo[23].Key=bldbrch OsInfo[23].Value=19h1_release OsInfo[24].Key=bldchk OsInfo[24].Value=0 OsInfo[25].Key=wpvermaj OsInfo[25].Value=0 OsInfo[26].Key=wpvermin OsInfo[26].Value=0 OsInfo[27].Key=wpbuildmaj OsInfo[27].Value=0 OsInfo[28].Key=wpbuildmin OsInfo[28].Value=0 OsInfo[29].Key=osver OsInfo[29].Value=10.0.18362.295.amd64fre.19h1_release.190318-1202 OsInfo[30].Key=buildflightid OsInfo[30].Value=54F644E9-73BD-4700-B3AF-3620273620BA.1 OsInfo[31].Key=edition OsInfo[31].Value=Core OsInfo[32].Key=ring OsInfo[32].Value=Retail OsInfo[33].Key=expid OsInfo[33].Value=RS:3EC5 OsInfo[34].Key=containerid OsInfo[35].Key=containertype OsInfo[36].Key=edu OsInfo[36].Value=0 FriendlyEventName=Ha smesso di funzionare ConsentKey=APPCRASH AppName=Firefox AppPath=C:\Program Files\Mozilla Firefox\firefox.exe NsPartner=windows NsGroup=windows8 ApplicationIdentity=719B750FCF8487AA509DEE895374D6D9 MetadataHash=-1516165977

I made a fresh install of Firefox 68.0.2 on my ASUS K55VD Notebook, but it crashes without error messages even in safe mode from the first run. I have an identical machine with identical version of Win 10 in which the same version of Firefox runs perfectly. I cannot figure what is the difference between the two notebooks. Graphic cards and driver versions are also the same, as far as I can check. Here follows content of the "report.wer" file I found in "C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_firefox.exe_bb3e6960f0b5268223c1435cf363fbc6e3728b_f5caf6bd_7b14895d-b5c5-4b7b-b130-2893955908a4", which is the only readable crash report I could find in my hard drive containing the string "firefox". Hope someone can help me... Arnaud -------------------------------- Version=1 EventType=APPCRASH EventTime=132105211174298191 ReportType=2 Consent=1 UploadTime=132105211175427474 ReportStatus=268435456 ReportIdentifier=7b14895d-b5c5-4b7b-b130-2893955908a4 IntegratorReportIdentifier=38c11983-5afa-4550-ba0d-99a6ac9d4ac1 Wow64Host=34404 NsAppName=firefox.exe OriginalFilename=firefox.exe AppSessionGuid=000002d0-0001-0007-2a88-ce58fd54d501 TargetAppId=W:0006f7a39a0a2601f42e890082ff2ee89f7700000000!0000457e7ef5e92ec16de9ee1303b2894e11758b1c2e!firefox.exe TargetAppVer=2019//08//13:16:31:09!9be5d!firefox.exe BootId=4294967295 ServiceSplit=3110587600 TargetAsId=351 IsFatal=1 EtwNonCollectReason=1 Response.BucketId=16d5dd4ed97bd99b041b6241ec6c7b35 Response.BucketTable=4 Response.LegacyBucketId=1448859740408675125 Response.type=4 Sig[0].Name=Nome applicazione Sig[0].Value=firefox.exe Sig[1].Name=Versione applicazione Sig[1].Value=68.0.2.7164 Sig[2].Name=Timestamp applicazione Sig[2].Value=5d52e5cd Sig[3].Name=Nome modulo con errori Sig[3].Value=StackHash_5d84 Sig[4].Name=Versione modulo con errori Sig[4].Value=0.0.0.0 Sig[5].Name=Timestamp modulo con errori Sig[5].Value=00000000 Sig[6].Name=Codice eccezione Sig[6].Value=c0000005 Sig[7].Name=Offset eccezione Sig[7].Value=PCH_C1_FROM_unknown+0x0000000000000000 DynamicSig[1].Name=Versione SO DynamicSig[1].Value=10.0.18362.2.0.0.768.101 DynamicSig[2].Name=ID impostazioni locali DynamicSig[2].Value=1040 DynamicSig[22].Name=Informazioni aggiuntive 1 DynamicSig[22].Value=5d84 DynamicSig[23].Name=Ulteriori informazioni 2 DynamicSig[23].Value=5d8450413f8189b6074fa7e60cb0de8a DynamicSig[24].Name=Ulteriori informazioni 3 DynamicSig[24].Value=6db1 DynamicSig[25].Name=Ulteriori informazioni 4 DynamicSig[25].Value=6db1f0219d24a6d5c4cb93f198273caa UI[2]=C:\Program Files\Mozilla Firefox\firefox.exe LoadedModule[0]=C:\Program Files\Mozilla Firefox\firefox.exe LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll LoadedModule[2]=C:\WINDOWS\System32\KERNEL32.DLL LoadedModule[3]=C:\WINDOWS\System32\KERNELBASE.dll LoadedModule[4]=C:\WINDOWS\System32\ADVAPI32.dll LoadedModule[5]=C:\WINDOWS\System32\msvcrt.dll LoadedModule[6]=C:\WINDOWS\System32\sechost.dll LoadedModule[7]=C:\WINDOWS\System32\RPCRT4.dll LoadedModule[8]=C:\WINDOWS\System32\ucrtbase.dll LoadedModule[9]=C:\Program Files\Mozilla Firefox\mozglue.dll LoadedModule[10]=C:\WINDOWS\SYSTEM32\MSVCP140.dll LoadedModule[11]=C:\WINDOWS\SYSTEM32\VCRUNTIME140.dll LoadedModule[12]=C:\WINDOWS\SYSTEM32\dbghelp.dll LoadedModule[13]=C:\WINDOWS\SYSTEM32\VERSION.dll LoadedModule[14]=C:\WINDOWS\SYSTEM32\CRYPTBASE.DLL LoadedModule[15]=C:\WINDOWS\System32\bcryptPrimitives.dll LoadedModule[16]=C:\WINDOWS\System32\user32.dll LoadedModule[17]=C:\WINDOWS\System32\win32u.dll LoadedModule[18]=C:\WINDOWS\System32\GDI32.dll LoadedModule[19]=C:\WINDOWS\System32\gdi32full.dll LoadedModule[20]=C:\WINDOWS\System32\msvcp_win.dll LoadedModule[21]=C:\WINDOWS\System32\IMM32.DLL LoadedModule[22]=C:\Windows\system32\guard64.dll LoadedModule[23]=C:\WINDOWS\SYSTEM32\fltlib.dll State[0].Key=Transport.DoneStage1 State[0].Value=1 OsInfo[0].Key=vermaj OsInfo[0].Value=10 OsInfo[1].Key=vermin OsInfo[1].Value=0 OsInfo[2].Key=verbld OsInfo[2].Value=18362 OsInfo[3].Key=ubr OsInfo[3].Value=295 OsInfo[4].Key=versp OsInfo[4].Value=0 OsInfo[5].Key=arch OsInfo[5].Value=9 OsInfo[6].Key=lcid OsInfo[6].Value=1040 OsInfo[7].Key=geoid OsInfo[7].Value=118 OsInfo[8].Key=sku OsInfo[8].Value=101 OsInfo[9].Key=domain OsInfo[9].Value=0 OsInfo[10].Key=prodsuite OsInfo[10].Value=768 OsInfo[11].Key=ntprodtype OsInfo[11].Value=1 OsInfo[12].Key=platid OsInfo[12].Value=10 OsInfo[13].Key=sr OsInfo[13].Value=0 OsInfo[14].Key=tmsi OsInfo[14].Value=4181 OsInfo[15].Key=osinsty OsInfo[15].Value=3 OsInfo[16].Key=iever OsInfo[16].Value=11.295.18362.0-11.0.140 OsInfo[17].Key=portos OsInfo[17].Value=0 OsInfo[18].Key=ram OsInfo[18].Value=3981 OsInfo[19].Key=svolsz OsInfo[19].Value=140 OsInfo[20].Key=wimbt OsInfo[20].Value=0 OsInfo[21].Key=blddt OsInfo[21].Value=190318 OsInfo[22].Key=bldtm OsInfo[22].Value=1202 OsInfo[23].Key=bldbrch OsInfo[23].Value=19h1_release OsInfo[24].Key=bldchk OsInfo[24].Value=0 OsInfo[25].Key=wpvermaj OsInfo[25].Value=0 OsInfo[26].Key=wpvermin OsInfo[26].Value=0 OsInfo[27].Key=wpbuildmaj OsInfo[27].Value=0 OsInfo[28].Key=wpbuildmin OsInfo[28].Value=0 OsInfo[29].Key=osver OsInfo[29].Value=10.0.18362.295.amd64fre.19h1_release.190318-1202 OsInfo[30].Key=buildflightid OsInfo[30].Value=54F644E9-73BD-4700-B3AF-3620273620BA.1 OsInfo[31].Key=edition OsInfo[31].Value=Core OsInfo[32].Key=ring OsInfo[32].Value=Retail OsInfo[33].Key=expid OsInfo[33].Value=RS:3EC5 OsInfo[34].Key=containerid OsInfo[35].Key=containertype OsInfo[36].Key=edu OsInfo[36].Value=0 FriendlyEventName=Ha smesso di funzionare ConsentKey=APPCRASH AppName=Firefox AppPath=C:\Program Files\Mozilla Firefox\firefox.exe NsPartner=windows NsGroup=windows8 ApplicationIdentity=719B750FCF8487AA509DEE895374D6D9 MetadataHash=-1516165977

Solución elegida

I found which process was crashing Firefox. Looking randomly in the system registry I discovered items related to a Comodo Internet Security kernel driver dating back to 2012... Didn't know it was there. Probably it was installed before the first Windows 10 upgrade and never removed. For some reason only Firefox was affected. I managed to unistall that driver and after rebooting Firefox works normally. So my problem is solved. Anyway, I'd like to know if there are some tools or command line switches or anything else to troubleshoot such situations. They would be very helpful. Thanks. Arnaud

Leer esta respuesta en su contexto 👍 0

Todas las respuestas (6)

FredMcD
FredMcD
more options

Let’s do a full clean re-install;

Note: Firefox comes in three or more folders on all computers. They are;

Maintenance: (Programs Folder) <Windows Only> Firefox itself: (Programs Folder) And two folders in the profile of each user on the computer for each Firefox profile for that user.

If you remove the Firefox folder, the user profiles would not be affected.

Download Firefox For All languages And Systems {web link}

Save the file. Then Close Firefox.

Using your file browser, open the Programs Folder on your computer.

Windows: C:\Program Files C:\Program Files (x86) Note: Check Both Folders

Mac: Open the "Applications" folder. https://support.mozilla.org/en-US/kb/how-download-and-install-firefox-mac

Linux: Check your user manual. If you installed Firefox with the distro-based package manager, you should use the same way to uninstall it. See Install Firefox on Linux; https://support.mozilla.org/en-US/kb/install-firefox-linux

If you downloaded and installed the binary package from the Firefox download page, simply remove the folder Firefox in your home directory. http://www.mozilla.org/firefox#desktop ++++++++++++++++++++++++++++ Look for, and remove any Mozilla or Firefox program folders. Do not remove the Mozilla Thunderbird folder if there is one.

Do Not remove any profile folders.

After rebooting the computer, run a registry scanner if you have one. Then run the installer. +++++++++++++++++++++++++++ If there is a problem, start your Computer in safe mode and try again.

http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode This shows how to Start all Computers in Safe Mode; Free Online Encyclopedia

Arnaud Oude
Arnaud Oude Autor de la pregunta
more options

I had already removed all Firefox's directories and related registry entries. I tried in many ways to reinstall before writing here, following every reset procedure available, with no result. Anyway, I did it once more, with no result. Running Firefox in safe mode has no result, but if i run it after restarting Windows in safe mode it woks perfectly. What I need is a way to diagnose which process or driver or whatever is crashing Firefox, beacuse I know there is one, I have an identical notebook where Firefox works without problems, but I don't want to reinstall everything to get Firefox working. Thank you very much. Arnaud

FredMcD
FredMcD
more options

Arnaud Oude said

after restarting Windows in safe mode it woks perfectly

That means something else in the computer is causing the issue. As a test, disable your protection programs.

Arnaud Oude
Arnaud Oude Autor de la pregunta
more options

I did all the common tests before writing. I have only Windows Defender, with no particular configuration, as in the other notebook. I tried to disable Windows Defender and Windows Firewall but Firefox crashes before doing anything, even before writing a crash report, so I think protection softwares have nothing to do with crashes. I need a way to find the process which crashes Firefox, that's why I posted the wer report, it says that module with errors is "StackHash_5d84" but this doesn't help me. I thought it was related to graphic drivers, but the same drivers work well in the other notebook, and even switching to another driver did not help. Moreover other browsers work normally, so it seems a Firefox's executable specific problem, but I cannot identify it. Thanks. Arnaud

Arnaud Oude
Arnaud Oude Autor de la pregunta
more options

Solución elegida

I found which process was crashing Firefox. Looking randomly in the system registry I discovered items related to a Comodo Internet Security kernel driver dating back to 2012... Didn't know it was there. Probably it was installed before the first Windows 10 upgrade and never removed. For some reason only Firefox was affected. I managed to unistall that driver and after rebooting Firefox works normally. So my problem is solved. Anyway, I'd like to know if there are some tools or command line switches or anything else to troubleshoot such situations. They would be very helpful. Thanks. Arnaud

FredMcD
FredMcD
more options

That was very good work. Well done. Please flag your last post as Solved Problem as this could help others with similar problems.

Arnaud Oude said

Anyway, I'd like to know if there are some tools or command line switches or anything else to troubleshoot such situations. They would be very helpful.

That you should ask here; https://support.microsoft.com

http://answers.microsoft.com/en-US/windows/forum/windows_10