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

Lolu chungechunge lwabekwa kunqolobane. Uyacelwa ubuze umbuzo omusha uma udinga usizo.

firefox crashes on startup fresh install

emmetfitzhume1
emmetfitzhume1
more options

Windows 7. IE and Chrome work fine. Firefox will not start even in safe mode. Fresh install. Firefox was never on this computer before. One of the crash reports:

bp-e3365345-2127-4374-a2dc-310da2151016

Windows 7. IE and Chrome work fine. Firefox will not start even in safe mode. Fresh install. Firefox was never on this computer before. One of the crash reports: bp-e3365345-2127-4374-a2dc-310da2151016

All Replies (4)

FredMcD
FredMcD
more options

Product Firefox Version 41.0.2

Release Channel release OS Windows NT OS Version 6.1.7601 Service Pack 1

The crash report flagged these programs;

Nvwgf2um.dll = NVIDIA Compatible D3D10 Driver = NVIDIA Corporation

nvumdshim.dll = NVIDIA Corp

check this:

  • see if there are updates for your graphics drive drivers

https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

  • disable protected mode in the Flash plugin (Flash 11.3+ on Windows Vista and later)

https://forums.adobe.com/message/4468493#TemporaryWorkaround

  • disable hardware acceleration in the Flash plugin

https://forums.adobe.com/thread/891337 See also:

emmetfitzhume1
emmetfitzhume1 Umnikazi wombuzo
more options

I'n not sure those libraries you flagged have anything to do with this - it looks like they were highlighted in red only because the debugger symbol files (.pdb) files were not available for those modules.

The crash reason is EXCEPTION_ACCESS_VIOLATION_EXEC. Looks like something may have tried to access address zero. The offending code is supposed to be when CallGetService was called. I'm not sure if this is a null pointer problem or how it could be caused by by my particular system configuration.

For what its worth I checked Dell and I supposedly have the latest nvidia drivers and I downloaded the latest intel integrated graphics drivers.

I can't get into firefox long enough to change any acceleration settings. The application crashes instantly. I barely start to see a window open up and its gone with the mozilla crash reporter popup.

For what its worth I went and installed an old firefox from May 2015. version 38.0 I think and that one runs. Not sure what is going on here.

Okulungisiwe ngu emmetfitzhume1

philipp
philipp
  • Moderator
more options

hi, unfortunately this crash seemse to be caused by websense endpoint security software that is running on a device - websense has released an updated version (8.1.2224) which should address the issue. in case your computer is part of a managed enterprise environment, please get in contact with your it department about this issue. more information is available in bug 1181091.

emmetfitzhume1
emmetfitzhume1 Umnikazi wombuzo
more options

Sounds like a likely culprit thanks for the info. If an update fixes this problem I'll be sure to click the solved the problem button for you. Might be some time before I can get IT to do anything.