Sorry to hear about the crashes. The six newest (linked) reports all involve Windows not supplying Firefox with requested memory (out of memory), not because memory is full but perhaps because it is fragmented ("small" OOM). Other than that, there doesn't seem to be a consistent set of events leading up to the crash.

In three cases, Firefox appears to be working with the disk cache. In other cases:

• Checking an address against a list of known bad sites?
• Clearing some memory (ironic)?
• Making a request from a proxy server?

Remove the cache2 folder from disk

To address the caching-related crashes, I suggest trying the following as the first step:

While Firefox is not running, type or paste the following into the Windows search box or into the address bar of a Windows Explorer window:

%LOCALAPPDATA%\Mozilla\Firefox\Profiles

That should expand to this:

C:\Users\username\AppData\Local\Mozilla\Firefox\Profiles

(You can navigate there manually, but because AppData is a hidden folder, you may need: http://windows.microsoft.com/en-us/windows/show-hidden-files)

At this point, you may see one folder with a partially random name, or multiple folders. You want to click into the most recently updated folder. Right-click the cache2 folder and either choose Delete or, if you're not sure, choose Rename and give it some other name, like cache2old so Firefox can't find it.

When you start Firefox up again, it should create a new cache2 folder.

One possibly unusual feature of the crashes is that the "Modules" list of each crash lists multiple Kaspersky files:

• kl_service.dll
• remote_eka_prague_loader.dll
• prcore.dll
• prremote.dll
• inproc_agent.dll
• plugins_meta.dll
• (possibly others, I stopped searched at that point)

In case a change to your Kaspersky software caused this issue, could you check for any available updates?

Are you intentionally using a proxy server? You can review your Firefox connection settings on the Options/Preferences page:

• Windows: "3-bar" menu button (or Tools menu) > Options
• Mac: "3-bar" menu button (or Firefox menu) > Preferences
• Linux: "3-bar" menu button (or Edit menu) > Preferences
• type or paste about:preferences in the address bar and press Enter/Return

In the left column, click Advanced. On the right side, click the "Network" mini-tab and then the "Settings" button.

The default of "Use system proxy settings" should piggyback on your Internet Explorer/Windows "LAN" settings. You could try "No proxy" to see whether that works any better.

switching to the win64 bit build of firefox will likely help with these sort of crashes: https://www.mozilla.org/en-US/firefox/all/

rflexible said

Reply to scher2000 Dec 31, 2016, 6:54:51 AM
I am using the latest Kaspersky version. I Removed the cache2 folder from disk* The setting is "Use system proxy settings"
Why would the Firefox crashes start about a week ago?

I don't know what is causing your crashes. They don't match the pattern of the most common ones users ask about.

If Kaspersky is the culprit, I'm sure we'll start to see more of these. Have you been using their "secure browser" feature?

Connection: Did you try "No proxy"?

Saw your reply in https://support.mozilla.org/questions/1153103:

Firefox crashes several times a day.
I reinstalled it.
I Removed the cache2 folder from disk
The setting is "Use system proxy settings"
I use Kaspersky Internet security and do not have a problem when using Chrome.

Thank you for testing the cache folder removal. No change?

Can you please try "No proxy" for the connection setting to see whether that makes any difference?

Also, could you post some fresh crash report IDs after all the changes you've made. As always, they should be available on the about:crashes page or you can click through to the crash-stats server and copy full addresses from the address bar once the report displays.

The crash reports you posted are OOM (out-of-memory) crash reports where not enough free memory is available. This can indicate that the memory is fragmented and no consistent memory blocks that are large enough are available. You can try to close down as much programs as possible, especially program you start at boot time to ensure that enough free memory is available.

Did you try to disable hardware acceleration in Firefox?

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

You can check for issues caused by plugins.

• set plugins to "Ask to Activate" on the about:addons page ("3-bar" menu button or Tools -> Add-ons -> Plugins)
• plugins are not affected by Firefox Safe Mode
• https://support.mozilla.org/kb/Troubleshooting+plugins

I don't see about addons at menu (top right ) and it is not under options or addons

I just tried https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration and will restart

Still crashing today and yesterday Removed temp files. 9 GB of memory available ran windows memory diagnostic- no problem crash report today:

Add-ons: %7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:50.1.0,jid1-ZAdIEUB7XOzOJw%40jetpack:1.0.0,aushelper%40mozilla.org:1.0,e10srollout%40mozilla.org:1.5,firefox%40getpocket.com:1.0.5,webcompat%40mozilla.org:1.0,light_plugin_F6F079488B53499DB99380A7E11A93F6%40kaspersky.com:5.0.141-4-20161031140250 AddonsShouldHaveBlockedE10s: 1 AvailablePageFile: 15106928640 AvailablePhysicalMemory: 5103587328 AvailableVirtualMemory: 410226688 BIOS_Manufacturer: Dell Inc. BlockedDllList: BreakpadReserveAddress: 336920576 BreakpadReserveSize: 67108864 BuildID: 20161208153507 CPUMicrocodeVersion: 0x84 ContentSandboxCapable: 1 ContentSandboxLevel: 1 CrashTime: 1484001161 E10SCohort: disqualified-test EMCheckCompatibility: true Email: rflexible1@gmail.com FramePoisonBase: 00000000f0de0000 FramePoisonSize: 65536 InstallTime: 1481808993 MozCrashReason: MOZ_CRASH(OOM) Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x191b, AdapterSubsysID: 07061028, AdapterDriverVersion: 20.19.15.4454 Has dual GPUs. GPU #2: AdapterVendorID2: 0x10de, AdapterDeviceID2: 0x139b, AdapterSubsysID2: 07061028, AdapterDriverVersion2: 21.21.13.7306FP(D100-L11010-W00000000-T0000) OOMAllocationSize: 4914 ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384} ProductName: Firefox ReleaseChannel: release SafeMode: 0 SecondsSinceLastCrash: 4002 StartupTime: 1483999769 SystemMemoryUsePercentage: 70 TelemetryEnvironment: {"build":{"applicationId":"{ec8030f7-c20a-464f-9b0e-13a3a9e97384}","applicationName":"Firefox","architecture":"x86","buildId":"20161208153507","version":"50.1.0","vendor":"Mozilla","platformVersion":"50.1.0","xpcomAbi":"x86-msvc","hotfixVersion":"20160826.01"},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":16257,"virtualMaxMB":4096,"cpu":{"count":8,"cores":4,"vendor":"GenuineIntel","family":6,"model":94,"stepping":3,"l2cacheKB":256,"l3cacheKB":6144,"speedMHz":2592,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2","hasAVX","hasAVX2"]},"os":{"name":"Windows_NT","version":"10.0","locale":"en-US","servicePackMajor":0,"servicePackMinor":0,"windowsBuildNumber":14393,"windowsUBR":576,"installYear":2016},"hdd":{"profile":{"model":"SAMSUNG SSD CM871 M.2 2280 128GB","revision":"FXT21D1Q"},"binary":{"model":"SAMSUNG SSD CM871 M.2 2280 128GB","revision":"FXT21D1Q"},"system":{"model":"SAMSUNG SSD CM871 M.2 2280 128GB","revision":"FXT21D1Q"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":false,"adapters":[{"description":"Intel(R) HD Graphics 530","vendorID":"0x8086","deviceID":"0x191b","subsysID":"07061028","RAM":null,"driver":"igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32","driverVersion":"20.19.15.4454","driverDate":"5-4-2016","GPUActive":true},{"description":"NVIDIA GeForce GTX 960M","vendorID":"0x10de","deviceID":"0x139b","subsysID":"07061028","RAM":4096,"driver":"C:\\WINDOWS\\System32\\DriverStore\\FileRepository\\nvdmi.inf_amd64_96feac2ff3979cc1\\nvd3dumx,C:\\WINDOWS\\System32\\DriverStore\\FileRepository\\nvdmi.inf_amd64_96feac2ff3979cc1\\nvwgf2umx,C:\\WINDOWS\\System32\\DriverStore\\FileRepository\\nvdmi.inf_amd64_96feac2ff3979cc1\\nvwgf2umx,C:\\WINDOWS\\System32\\DriverStore\\FileRepository\\nvdmi.inf_amd64_96feac2ff3979cc1\\nvwgf2umx C:\\WINDOWS\\System32\\DriverStore\\FileRepository\\nvdmi.inf_amd64_96feac2ff3979cc1\\nvd3dum,C:\\WINDOWS\\System32\\DriverStore\\FileRepository\\nvdmi.inf_amd64_96feac2ff3979cc1\\nvwgf2um,C:\\WINDOWS\\System32\\DriverStore\\FileRepository\\nvdmi.inf_amd64_96feac2ff3979cc1\\nvwgf2um,C:\\WINDOWS\\System32\\DriverStore\\FileRepository\\nvdmi.inf_amd64_96feac2ff3979cc1\\nvwgf2um","driverVersion":"21.21.13.7306","driverDate":"10-1-2016","GPUActive":false}],"monitors":[{"screenWidth":3840,"screenHeight":2160,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"basic","d3d11":{"status":"unavailable"},"d2d":{"status":"unavailable","version":"1.1"}}},"isWow64":true},"settings":{"blocklistEnabled":true,"e10sEnabled":false,"e10sCohort":"disqualified-test","telemetryEnabled":true,"locale":"en-US","update":{"channel":"release","enabled":true,"autoDownload":true},"userPrefs":{"browser.cache.disk.capacity":358400,"browser.newtabpage.enhanced":false,"browser.shell.checkDefaultBrowser":false,"browser.startup.homepage":"<user-set>","gfx.direct2d.disabled":true,"layers.acceleration.disabled":true},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":false},"profile":{"creationDate":16812,"resetDate":17166},"addons":{"activeAddons":{"aushelper@mozilla.org":{"blocklisted":false,"description":"Sets value(s) in the update url based on custom checks.","name":"Application Update Service Helper","userDisabled":false,"appDisabled":false,"version":"1.0","scope":1,"type":"extension","foreignInstall":false,"hasBinaryComponents":false,"installDay":17144,"updateDay":17144,"isSystem":true},"e10srollout@mozilla.org":{"blocklisted":false,"description":"Staged rollout of Firefox multi-process feature.","name":"Multi-process staged rollout","userDisabled":false,"appDisabled":false,"version":"1.5","scope":1,"type":"extension","foreignInstall":false,"hasBinaryComponents":false,"installDay":17144,"updateDay":17144,"isSystem":true},"firefox@getpocket.com":{"blocklisted":false,"description":"When you find something you want to view later, put it in Pocket.","name":"Pocket","userDisabled":false,"appDisabled":false,"version":"1.0.5","scope":1,"type":"extension","foreignInstall":false,"hasBinaryComponents":false,"installDay":17144,"updateDay":17144,"isSystem":true},"webcompat@mozilla.org":{"blocklisted":false,"description":"Urgent post-release fixes for web compatibility.","name":"Web Compat","userDisabled":false,"appDisabled":false,"version":"1.0","scope":1,"type":"extension","foreignInstall":false,"hasBinaryComponents":false,"installDay":17144,"updateDay":17144,"isSystem":true},"light_plugin_F6F079488B53499DB99380A7E11A93F6@kaspersky.com":{"blocklisted":false,"description":"Your protection on the Internet with extension from Kaspersky Lab","name":"Kaspersky Protection","userDisabled":false,"appDisabled":false,"version":"5.0.141-4-20161031140250","scope":8,"type":"extension","foreignInstall":true,"hasBinaryComponents":false,"installDay":17142,"updateDay":17142,"signedState":2,"isSystem":false},"jid1-ZAdIEUB7XOzOJw@jetpack":{"blocklisted":false,"description":"DuckDuckGo Plus","name":"DuckDuckGo Plus","userDisabled":false,"appDisabled":false,"version":"1.0.0","scope":1,"type":"extension","foreignInstall":false,"hasBinaryComponents":false,"installDay":17167,"updateDay":17167,"signedState":2,"isSystem":false}},"theme":{"id":"{972ce4c6-7e08-4474-a285-3208198ce6fd}","blocklisted":false,"description":"The default theme.","name":"Default","userDisabled":false,"appDisabled":false,"version":"50.1.0","scope":4,"foreignInstall":false,"hasBinaryComponents":false,"installDay":17144,"updateDay":17144},"activePlugins":[{"name":"AdobeExManDetect","version":"1.1.0.0","description":"A plugin to detect whether the Adobe Extension Manager is installed on this machine.","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-adobeexmandetect"],"updateDay":16042},{"name":"AdobeAAMDetect","version":"3.0.0.0","description":"Creative Cloud Desktop Plugin.v_3_0_0_0","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-adobeaamdetect"],"updateDay":17099},{"name":"Adobe Acrobat","version":"15.20.20039.7108","description":"Adobe PDF Plug-In For Firefox and Netscape 15.20.20039","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/pdf","application/vnd.adobe.pdfxml","application/vnd.adobe.x-mars","application/vnd.fdf","application/vnd.adobe.xfdf","application/vnd.adobe.xdp+xml","application/vnd.adobe.xfd+xml"],"updateDay":17074},{"name":"Google Update","version":"1.3.32.7","description":"Google Update","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-vnd.google.update3webcontrol.3","application/x-vnd.google.oneclickctrl.9"],"updateDay":17151},{"name":"NVIDIA 3D VISION","version":"7.17.13.7306","description":"NVIDIA 3D Vision Streaming plugin for Mozilla browsers","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/mozilla-3dv-streaming-plugin"],"updateDay":17075},{"name":"NVIDIA 3D Vision","version":"7.17.13.7306","description":"NVIDIA 3D Vision plugin for Mozilla browsers","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["image/jps","image/pns","image/mpo"],"updateDay":17075},{"name":"Microsoft Office 2016","version":"16.0.7571.7063","description":"The plugin allows you to have a better experience with Microsoft SharePoint","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-sharepoint","application/x-sharepoint-uc"],"updateDay":17139},{"name":"Java(TM) Platform SE 8 U112","version":"11.112.2.15","description":"Next Generation Java Plug-in 11.112.2 for Mozilla browsers","blocklisted":false,"disabled":false,"clicktoplay":true,"mimeTypes":["application/x-java-applet","application/x-java-bean","application/x-java-vm","application/x-java-applet;version=1.1.1","application/x-java-bean;version=1.1.1","application/x-java-applet;version=1.1","application/x-java-bean;version=1.1","application/x-java-applet;version=1.2","application/x-java-bean;version=1.2","application/x-java-applet;version=1.1.3","application/x-java-bean;version=1.1.3","application/x-java-applet;version=1.1.2","application/x-java-bean;version=1.1.2","application/x-java-applet;version=1.3","application/x-java-bean;version=1.3","application/x-java-applet;version

Hi rflexible, instead of pasting crash data, could you paste the latest crash report IDs so the data can be viewed in a readable format on the crash stats server?

Where do I get the ID?

I meant the latest long codes similar to the ones you posted in your original question. The support article "Firefox crashes - asking for support" has the steps to get those crash report IDs from the about:crashes page or from disk.

d4b7d108-1e85-46dc-a95d-a9731adb44ff

https://crash-stats.mozilla.com/about/throttling

Throttling is annoying. Can you try submitting it again -- I think clicking the link on the about:crashes page is supposed to do that.

You can see the report at https://crash-stats.mozilla.com/report/index/b3d7b3c9-cf30-4d43-9a05-4a6522170109

Hi rflexible, it's another "Out of Memory" error. The crash occurred while loading an image, but I can't tell whether that is significant, or whether Windows just had no more 4.8KB blocks of contiguous memory available for any purpose due to memory fragmentation.

You mentioned having a large amount of RAM installed. If you don't use plugins other than Flash and Silverlight (i.e., you don't need Java, VLC, Google Talk, etc.), you might try the 64-bit version of Firefox for Windows to see whether it's ability to use a larger memory space is helpful. There is a support article if you want to try it: How to switch from 32-bit to 64-bit Firefox.

Latest crash report bp-9f3aa8f1-8dc9-481b-a864-6f18c2170122

Thank you again for your assistance.

That last bug report could be a problem with IndexedDB (local storage) and having used the same profile with a 32 bit and a 64 bit version. You can try to delete the storage folder in the profile folder. If this doesn't help then try a new profile.

You can use this button to go to the current Firefox profile folder:

• Help -> Troubleshooting Information -> Profile Directory:
  Windows: Show Folder; Linux: Open Directory; Mac: Show in Finder
• http://kb.mozillazine.org/Profile_folder_-_Firefox

Create a new profile to test if your current profile is causing the problem.

See "Creating a profile":

• https://support.mozilla.org/kb/profile-manager-create-and-remove-firefox-profiles
• http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Profile_issues

If the new profile works then you can transfer files from a previously used profile to the new profile, but be cautious not to copy corrupted files to avoid carrying over problems.

• http://kb.mozillazine.org/Transferring_data_to_a_new_profile_-_Firefox

An earlier suggestion was to download the 64 bit version. I see an x64 and an x86 version. should I remove one of them?

Try to create a new profile to see if that has effect.