Join the AMA (Ask Me Anything) with the Firefox leadership team to celebrate Firefox 20th anniversary and discuss Firefox’s future on Mozilla Connect. Mark your calendar on Thursday, November 14, 18:00 - 20:00 UTC!

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

Thread ini telah diarkib. Sila tanya soalan baru jika anda perlu bantuan.

Firefox crashing and unable to open start menu

  • 2 balasan
  • 1 ada masalah ini
  • 3 paparan
  • Balasan terakhir oleh FredMcD

alana.okane
alana.okane
more options

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
more options

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
more options

Start Firefox in Safe Mode {web link}

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