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Firefox crashing and unable to open start menu

  • 2 replies
  • 1 has this problem
  • 3 views
  • Last reply by FredMcD

alana.okane
alana.okane
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Hi there,

Firefox suddenly crashed on my laptop earlier today, I sent an error report and tried to reopen Firefox but it crashed again straight away. When I try to open the Start menu it does not respond, same with when I try to open Microsoft Edge. If I try to open Settings the box will open but then immediately crash. I can open Documents, File Explorer, Word and Acrobat, they seem to be unaffected. I have tried turning off and on and restarting with no success. I can open Firefox in safe mode but if I then try to open a new page it crashes. I've run a Norton check and no viruses were detected.

I followed the instructions for finding submitted Crash Reports and the Crash ID is bp-a4997142-2eba-4cbd-ba43-b64f80200907.

I was just using the laptop for work using sites I commonly use. I did download a new version of iTunes and iCloud this morning, not sure if this would have affected it.

I'd be grateful if anyone can help me or provide any advice.

Thanks

Hi there, Firefox suddenly crashed on my laptop earlier today, I sent an error report and tried to reopen Firefox but it crashed again straight away. When I try to open the Start menu it does not respond, same with when I try to open Microsoft Edge. If I try to open Settings the box will open but then immediately crash. I can open Documents, File Explorer, Word and Acrobat, they seem to be unaffected. I have tried turning off and on and restarting with no success. I can open Firefox in safe mode but if I then try to open a new page it crashes. I've run a Norton check and no viruses were detected. I followed the instructions for finding submitted Crash Reports and the Crash ID is bp-a4997142-2eba-4cbd-ba43-b64f80200907. I was just using the laptop for work using sites I commonly use. I did download a new version of iTunes and iCloud this morning, not sure if this would have affected it. I'd be grateful if anyone can help me or provide any advice. Thanks

All Replies (2)

FredMcD
FredMcD
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Product Firefox Release Channel release Version 80.0.1 Build ID 20200831163820 (2020-08-31) Buildhub data OS Windows 10 OS Version 10.0.19041

bp-a4997142-2eba-4cbd-ba43-b64f80200907 Signature: CallerIdentity::GetProcessTypeFromWindow

Crash Reason EXCEPTION_ACCESS_VIOLATION_WRITE

IPSEng64.dll = Symantec Intrusion Detection

FredMcD
FredMcD
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Start Firefox in Safe Mode {web link}

A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?