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 use the main menu - firefox crashes

  • 3 replies
  • 2 have this problem
  • 15 views
  • Last reply by FredMcD

Tooto
Tooto
more options

After update to Firefox 57 (Quantum) - I can no longer access the main firefox menu without firefox crashing. Some other menu's work, but a lot crash.

I have tried (after reviewing other postings on this forum):

0) Started Firefox in safe mode

1) Disabling accessibility

2) Disabling Hardware acceleration

3) Created a brand new Profile

4) Output of about:support available here: https://pastebin.mozilla.org/9073540

All with the error persisting.

After update to Firefox 57 (Quantum) - I can no longer access the main firefox menu without firefox crashing. Some other menu's work, but a lot crash. I have tried (after reviewing other postings on this forum): 0) Started Firefox in safe mode 1) Disabling accessibility 2) Disabling Hardware acceleration 3) Created a brand new Profile 4) Output of about:support available here: https://pastebin.mozilla.org/9073540 All with the error persisting.

Modified by Tooto

All Replies (3)

FredMcD
FredMcD
more options

Is it crashing or just not starting? I see from your Pastebin post that there are no crash reports.

Did the Crash Report Manager come up? Did you submit the report?

Some problems occur when your Internet security program was set to trust the previous version of Firefox, but no longer recognizes your updated version as trusted. Now how to fix the problem: To allow Firefox to connect to the Internet again;

  • Make sure your Internet security software is up-to-date (i.e. you are running the latest version).
  • Remove Firefox from your program's list of trusted or recognized programs. For detailed instructions, see

Configure firewalls so that Firefox can access the Internet. {web link}

Tooto
Tooto Question owner
more options

Unfortunately it is crashing in a way which is not letting me (reliably) submit crash reports. however I did then manage to submit one - note that the crash report did not come up, but I submitted it from about:crashes

https://crash-stats.mozilla.com/report/index/90747f94-867d-47c0-a90c-d82900171124

[I normally have to kill firefox from the task manager before it crashes - it has crashed every time, but only managed to record one crash report]

This is a corporate PC so I have no access to the (Sophos Endpoint) Firewall - Note that Firefox is able to connect to the internet & check for updates etc.

FredMcD
FredMcD
more options

Product Firefox Release Channel release Version 57.0 Build ID 20171112125346 OS Windows 7 OS Version 6.1.7601 Service Pack 1

bp-90747f94-867d-47c0-a90c-d82900171124 Signature: IPCError-browser | ShutDownKill

Attention Sumo's there are 20 related bug reports

swi_ifslsp_64.dll = Sophos Anti-Virus

atidxx64.dll = Advanced Micro Devices

svrltwp.dll = Malware

svrltmgr.dll = Malware

You may have ad/mal-ware. Further information can be found in this article; https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-caused-malware?cache=no

Run most or all of the listed malware scanners. Each works differently. If one program misses something, another may pick it up.