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 on start-up, even in safe mode

  • 4 respuestas
  • 5 tienen este problema
  • 5 visitas
  • Última respuesta de kb9fcc2

kb9fcc2
kb9fcc2
more options

Back in March/April 2012, Firefox started crashing for me on start up, possibly after the automatic/remote installation of MS security patches. After that time, I've not been able to start Firefox without it going directly to the Mozilla Crash Reporter. I've tried everything I could think of including safe-mode, uninstall/re-install, uninstall/back-up profiles directory/wipe profiles and all registry entries/re-install. This continues to fail since version 11(?) through 13.0.1. Even Sea Monkey crashes same manner. BTW, clicking on the "Details" button in the Mozilla Crash Reporter has no effect for me. I was trying it to help fill in the Troubleshooting Information box below as I can't get to "Help > Troubleshooting Information" as Firefox doesn't start.

Back in March/April 2012, Firefox started crashing for me on start up, possibly after the automatic/remote installation of MS security patches. After that time, I've not been able to start Firefox without it going directly to the Mozilla Crash Reporter. I've tried everything I could think of including safe-mode, uninstall/re-install, uninstall/back-up profiles directory/wipe profiles and all registry entries/re-install. This continues to fail since version 11(?) through 13.0.1. Even Sea Monkey crashes same manner. BTW, clicking on the "Details" button in the Mozilla Crash Reporter has no effect for me. I was trying it to help fill in the Troubleshooting Information box below as I can't get to "Help > Troubleshooting Information" as Firefox doesn't start.

Solución elegida

It looks like you have the Backdoor.Ulrbot.C malware on your system. We have some instructions for removing it here - https://support.mozilla.org/en-US/kb/Firefox%20crashes%20when%20you%20open%20it#w_backdoor-ulrbot-c

I looked though your crash reports and identified svrltmgr.dll as the file you need to delete.

Leer esta respuesta en su contexto 👍 2

Todas las respuestas (4)

Michael Verdi
Michael Verdi
more options

Solución elegida

It looks like you have the Backdoor.Ulrbot.C malware on your system. We have some instructions for removing it here - https://support.mozilla.org/en-US/kb/Firefox%20crashes%20when%20you%20open%20it#w_backdoor-ulrbot-c

I looked though your crash reports and identified svrltmgr.dll as the file you need to delete.

kb9fcc2
kb9fcc2 Autor de la pregunta
more options

Thanks! That appears to be it. The "alarm bells" really started going off when I wasn't allowed access to the file to upload it to virusscan.jotti.org site in normal Windows mode. (In safe mode the scanner thought the file was fishy in ~50% of the cases). Removed the file and Firefox now starts cleanly. Thanks, again!

Now I just need to restore my old profile...sigh.

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
more options

What was the location of the file?

See:

kb9fcc2
kb9fcc2 Autor de la pregunta
more options

I was able to successfully restore the my old profile. I used the FAQ on "Transferring data to a new profile" without any problems. I had 7-zipped my old profile when I was having my crashing issues. Everything is working again.

Again, many thanks for all the help.

Modificadas por kb9fcc2 el