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.

Firefox crashes

  • 2 replies
  • 1 has this problem
  • 5 views
  • Last reply by cor-el

Dilyana
Dilyana
more options

So, installed and uninstalled a couple of times, but I haven't been able to open it since the first time it crashed. Now it won't even open the crash report window. The Report ID of the latest crash is: bp-f768e869-5c46-4071-8b0f-9812b2161210

It's probably related to the fact that my computer had a virus (a few actually) a few months ago, and even though I did my best to get rid of it, some programs still crash, ex.g. Viber or uTorrent, which says there are missing dll files. I hope there is something that can be done.

Thank you for your time :)

So, installed and uninstalled a couple of times, but I haven't been able to open it since the first time it crashed. Now it won't even open the crash report window. The Report ID of the latest crash is: bp-f768e869-5c46-4071-8b0f-9812b2161210 It's probably related to the fact that my computer had a virus (a few actually) a few months ago, and even though I did my best to get rid of it, some programs still crash, ex.g. Viber or uTorrent, which says there are missing dll files. I hope there is something that can be done. Thank you for your time :)

All Replies (2)

philipp
philipp
  • Moderator
more options

hi Dilyana, thanks for providing a crash id. unfortunately these crashes are probably triggered by malware that's present on your system and hooking into firefox (a lsp monitoring your network traffic labelled "chtbrkg.dll"). please go to the windows control panel / programs and remove all toolbars or potentially unwanted software from there (especially anything dubbed "adskip" or other programs you haven't installed intentionally). then please also try running security scans with various other tools like the free version of malwarebytes, adwcleaner & eset online one-time scanner.

finally you may also refer to this blog entry on how to proceed with malicious lsp-modules: https://blog.malwarebytes.com/cybercrime/2014/10/changes-in-the-lsp-stack/

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

See also:

Please do not comment in bug reports
https://bugzilla.mozilla.org/page.cgi?id=etiquette.html