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.

Cannot install Firefox 42.0 on Windows 8.1

ballarddesigns
ballarddesigns
more options

I have a new HP EliteBook laptop with Windows 8.1 that I am attempting to load Firefox 42.0. The installation appears to start but then nothing happens. When I look at the Application portion of the Event Viewer I see an APPCRASH entry in the log that shows that the installation crashed. The crash log follows.

Additionally, I tried starting the computer in Safe Mode and installing Firefox. This is successful, however, when I restarted the computer in normal mode I got a blue screen error in the SysPlant.sys file. The only way to get the computer to boot back into Windows was to do a System Restore to an earlier point before the Firefox installation.

We need Firefox for a couple of applications that do not work well with other browsers.

Version=1 EventType=APPCRASH EventTime=130922405731445928 ReportType=2 Consent=1 UploadTime=130923282510410001 ReportIdentifier=3c689172-8d2f-11e5-8261-cc3d82a17be1 IntegratorReportIdentifier=3c689171-8d2f-11e5-8261-cc3d82a17be1 WOW64=1 NsAppName=Firefox Setup 42.0.exe Response.type=4 Sig[0].Name=Application Name Sig[0].Value=Firefox Setup 42.0.exe Sig[1].Name=Application Version Sig[1].Value=4.42.0.0 Sig[2].Name=Application Timestamp Sig[2].Value=534f66c4 Sig[3].Name=Fault Module Name Sig[3].Value=StackHash_5861 Sig[4].Name=Fault Module Version Sig[4].Value=0.0.0.0 Sig[5].Name=Fault Module Timestamp Sig[5].Value=00000000 Sig[6].Name=Exception Code Sig[6].Value=c0000005 Sig[7].Name=Exception Offset Sig[7].Value=PCH_2C_FROM_ntdll+0x0003C1AC DynamicSig[1].Name=OS Version DynamicSig[1].Value=6.3.9600.2.0.0.256.48 DynamicSig[2].Name=Locale ID DynamicSig[2].Value=1033 DynamicSig[22].Name=Additional Information 1 DynamicSig[22].Value=5861 DynamicSig[23].Name=Additional Information 2 DynamicSig[23].Value=5861822e1919d7c014bbb064c64908b2 DynamicSig[24].Name=Additional Information 3 DynamicSig[24].Value=dba6 DynamicSig[25].Name=Additional Information 4 DynamicSig[25].Value=dba6f3f51243e7af8337f6bced10f1a2 UI[2]=C:\Users\jgeis\Downloads\Firefox Setup 42.0.exe UI[3]=Firefox Setup 42.0.exe has stopped working UI[4]=Windows can check online for a solution to the problem. UI[5]=Check online for a solution and close the program UI[6]=Check online for a solution later and close the program UI[7]=Close the program LoadedModule[0]=C:\Users\jgeis\Downloads\Firefox Setup 42.0.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\apphelp.dll File[0].CabName=WERInternalMetadata.xml File[0].Path=WER564D.tmp.WERInternalMetadata.xml File[0].Flags=327682 File[0].Type=5 File[0].Original.Path=C:\Users\jgeis\AppData\Local\Temp\WER564D.tmp.WERInternalMetadata.xml File[1].CabName=AppCompat.txt File[1].Path=WER5AA4.tmp.appcompat.txt File[1].Flags=16842754 File[1].Type=5 File[1].Original.Path=C:\Users\jgeis\AppData\Local\Temp\WER5AA4.tmp.appcompat.txt File[2].CabName=memory.hdmp File[2].Path=memory.hdmp File[2].Flags=807403520 File[2].Type=3 File[3].CabName=triagedump.dmp File[3].Path=triagedump.dmp File[3].Flags=807731202 File[3].Type=6 File[4].CabName=WERGenerationLog.txt File[4].Flags=327682 File[4].Type=5 File[4].Buffer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riendlyEventName=Stopped working ConsentKey=APPCRASH AppName=Firefox Setup 42.0.exe AppPath=C:\Users\jgeis\Downloads\Firefox Setup 42.0.exe NsPartner=windows NsGroup=windows8 ApplicationIdentity=CE4C889CC864B6CD943752EF27DFFEFB

I have a new HP EliteBook laptop with Windows 8.1 that I am attempting to load Firefox 42.0. The installation appears to start but then nothing happens. When I look at the Application portion of the Event Viewer I see an APPCRASH entry in the log that shows that the installation crashed. The crash log follows. Additionally, I tried starting the computer in Safe Mode and installing Firefox. This is successful, however, when I restarted the computer in normal mode I got a blue screen error in the SysPlant.sys file. The only way to get the computer to boot back into Windows was to do a System Restore to an earlier point before the Firefox installation. We need Firefox for a couple of applications that do not work well with other browsers. Version=1 EventType=APPCRASH EventTime=130922405731445928 ReportType=2 Consent=1 UploadTime=130923282510410001 ReportIdentifier=3c689172-8d2f-11e5-8261-cc3d82a17be1 IntegratorReportIdentifier=3c689171-8d2f-11e5-8261-cc3d82a17be1 WOW64=1 NsAppName=Firefox Setup 42.0.exe Response.type=4 Sig[0].Name=Application Name Sig[0].Value=Firefox Setup 42.0.exe Sig[1].Name=Application Version Sig[1].Value=4.42.0.0 Sig[2].Name=Application Timestamp Sig[2].Value=534f66c4 Sig[3].Name=Fault Module Name Sig[3].Value=StackHash_5861 Sig[4].Name=Fault Module Version Sig[4].Value=0.0.0.0 Sig[5].Name=Fault Module Timestamp Sig[5].Value=00000000 Sig[6].Name=Exception Code Sig[6].Value=c0000005 Sig[7].Name=Exception Offset Sig[7].Value=PCH_2C_FROM_ntdll+0x0003C1AC DynamicSig[1].Name=OS Version DynamicSig[1].Value=6.3.9600.2.0.0.256.48 DynamicSig[2].Name=Locale ID DynamicSig[2].Value=1033 DynamicSig[22].Name=Additional Information 1 DynamicSig[22].Value=5861 DynamicSig[23].Name=Additional Information 2 DynamicSig[23].Value=5861822e1919d7c014bbb064c64908b2 DynamicSig[24].Name=Additional Information 3 DynamicSig[24].Value=dba6 DynamicSig[25].Name=Additional Information 4 DynamicSig[25].Value=dba6f3f51243e7af8337f6bced10f1a2 UI[2]=C:\Users\jgeis\Downloads\Firefox Setup 42.0.exe UI[3]=Firefox Setup 42.0.exe has stopped working UI[4]=Windows can check online for a solution to the problem. UI[5]=Check online for a solution and close the program UI[6]=Check online for a solution later and close the program UI[7]=Close the program LoadedModule[0]=C:\Users\jgeis\Downloads\Firefox Setup 42.0.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\apphelp.dll File[0].CabName=WERInternalMetadata.xml File[0].Path=WER564D.tmp.WERInternalMetadata.xml File[0].Flags=327682 File[0].Type=5 File[0].Original.Path=C:\Users\jgeis\AppData\Local\Temp\WER564D.tmp.WERInternalMetadata.xml File[1].CabName=AppCompat.txt File[1].Path=WER5AA4.tmp.appcompat.txt File[1].Flags=16842754 File[1].Type=5 File[1].Original.Path=C:\Users\jgeis\AppData\Local\Temp\WER5AA4.tmp.appcompat.txt File[2].CabName=memory.hdmp File[2].Path=memory.hdmp File[2].Flags=807403520 File[2].Type=3 File[3].CabName=triagedump.dmp File[3].Path=triagedump.dmp File[3].Flags=807731202 File[3].Type=6 File[4].CabName=WERGenerationLog.txt File[4].Flags=327682 File[4].Type=5 File[4].Buffer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riendlyEventName=Stopped working ConsentKey=APPCRASH AppName=Firefox Setup 42.0.exe AppPath=C:\Users\jgeis\Downloads\Firefox Setup 42.0.exe NsPartner=windows NsGroup=windows8 ApplicationIdentity=CE4C889CC864B6CD943752EF27DFFEFB

All Replies (3)

Phoxuponyou
Phoxuponyou
more options

What security solution do you use? Websense for one has been known not to get along with newer Firefox releases.

You could try Firefox ESR, https://www.mozilla.org/en-US/firefox/organizations/, if compatibility is the issue.

ballarddesigns
ballarddesigns Question owner
more options

We use Symantec Endpoint Protection Version 12.1.671.4971. I did discover that the sysplant.sys blue screen, after loading Firefox in Safe Mode, is part of the Symantec load. I'm considering removing the Symantec software, loading Firefox, then reloading the Symantec software to see if that works.

I will also try the ESR solution you recommended.

Phoxuponyou
Phoxuponyou
more options

I'm seeing hits on Google for Firefox and Symantec Endpoint. Reading a couple solutions, my guess is the case here is the same as Websense Endpoint: the security suite will simply block Firefox and its traffic until the suite's maker adds support for newer (current) Firefox versions.

ESR might be your best bet, as the update schedule is delayed compared to mainline, so security software can keep up.

Websense kindly provide a matrix for tracking support: http://www.websense.com/content/endpointproductmatrix.aspx. That's how the Websense Endpoint cases got figured out - simply no support (that they have now added).