Please open about:crashes in the URL bar and provide us with the latest crash ids.

Thanks.

Submitted Crash Reports

Report ID    Date Submitted

bp-f13692f5-4dda-44c0-b1f7-dd1092130127 1/27/2013 2:07 PM
d2042208-a591-4dd4-81a3-8e3a017c2620-flash2 1/21/2013 12:39 AM
d2042208-a591-4dd4-81a3-8e3a017c2620-flash1 1/21/2013 12:39 AM
d2042208-a591-4dd4-81a3-8e3a017c2620-browser 1/21/2013 12:39 AM
d2042208-a591-4dd4-81a3-8e3a017c2620 1/21/2013 12:39 AM
bp-f3e88ba5-ac4e-4a49-8240-8b4ab2130115 1/14/2013 7:33 PM
bp-6601e648-87e7-450b-bbea-0039d2130102 1/1/2013 9:51 PM
76fee02e-32c2-4833-a644-eba67a401563 1/1/2013 9:36 PM
bp-330c4c0f-2a89-4964-b117-255942121226 12/25/2012 10:28 PM
c6a140a7-4f91-420b-ba30-bdc697a04ffb 12/25/2012 10:09 PM
e486c560-ab42-4080-983e-bdd7bb7cfef3 12/24/2012 1:01 AM
b3e4dcc7-081d-4681-9f3c-c6757a0b22d3 12/19/2012 10:46 PM
8121a52a-9d62-4e08-8218-896bcd79bbcc 12/19/2012 10:46 PM
bp-a7d0f222-0c03-4188-a09d-a13862121208 12/7/2012 9:26 PM
b075389a-8a5a-460d-aaa0-7fa54959d270 12/7/2012 9:25 PM

Many of these crashes are due to different issues. Some may be due to your add-ons and some of these are due to RealPlayer, please make sure you download the latest version of realplayer and make sure your plugins are all up to date.

Hi Feer56, Real player is up to date and all of the important plugins are also. I have no plugins that say that need to be updated. I have no problem watching any videos or downloading them. The crashes problem just started after the last Firefox update. Flash is also up to date.

Do you have any more crash ids that are the most recent? The latest one provided did not send through any data and so we are not able to determine the issue.

Firefox crashed already twice while I was closing an e-mail in the last few minutes. It crashed a few times yesterday too. When I opened the about crashes just now there is nothing there to show the new crashes. How do I make a report if there is nothing there to show i?. I did not get a window saying to report it either. Is there any other way to report a crash? The whole thing is weird. Like I said, it just started after the last Firefox update.

Please go into about:crashes and provide us with the crash ids if there are any. Sometimes, it will submit reports on it own.. Thanks! Also, please check in Diagnose Firefox issues using Troubleshoot Mode to see if this issue occurs.

You can check for problems caused by recent Flash updates and try these:

• disable a possible RealPlayer Browser Record Plugin extension for Firefox and update the RealPlayer if installed
• disable protected mode in Flash 11.3 and later
• disable hardware acceleration in the Flash plugin

• http://kb.mozillazine.org/Flash#Troubleshooting
• http://helpx.adobe.com/flash-player/kb/flash-player-113-crash-mozilla.html

Feer56, There is no more current ids from the ones above. If you read my first post I said it does not happen while I am on safe mode. I just don't know which plugin might be causing it. Do I have to check one by one?

If there is no issue in safe mode, it means one of your "add-ons" are causing the issue and no "plugins". You will need to disable your "add-ons" one by one to find the culprit. If you have Norton Toolbar 2012/2013 then that may be the one causing the issue otherwise it is add-on causing the issue.

Hi cor-el,

I would try to do some of these things tomorrow. I cannot do them right now. I have no current problems with Real player or Flash downloading or watching videos. The same thing happened a few months ago with the Flash and the videos and I fixed it by going back to a earlier Flash version but I have never had problems with crashes before. Like I said this just started after your latest Firefox update. I have no crashes on Safe mode.

feer56 That worked. The Norton Toolbar seemed to be the culprit. It was disabled for along time but when Firefox updated it was enabled again. I also updated Norton and it was supposed to have a fix for the Firefox Norton Toolbar but I guess it did not really work. Thanks a lot for all of your help.

Hi cor-el, It was the Norton toolbar causing the problem. Thank you for your help.

Hello,

Thanks for responding back. Norton is to release an update shortly to fix this crashing issue.

Have a nice day!

Hi feer56

I just wanted to let you know that I got the Norton patch yesterday through Live Update. I turned the computer on today and enabled the Norton Tool Bar again to test it and Firefox crashed. Apparently the Norton patch did not work. You might want to tell the Norton people. Thanks again for your help.

Hello Amylogamy,

I would like to thank you for reporting back about the issue. I am aware of the patch Norton released. I was told that if this issue does reoccur to notify a colleague of mine. If you could also work together with the colleague of mine who is Tyler D. who communicates with Norton, it would be great. His email address is tdowner@mozilla.com or you can communicate with him via message here. You can also view his profile here. I will notify him as well.

Thanks in advance!

feer56

Hi, I just sent him a message.

Hello,

If you have the 2012 version then the crash will still occur but if you have the 2013 version then the issue has been fixed. If you could double check the version you have and report back to us it would be great. Thanks!

Hi feer56,

I was just writing to Tyler about this. He asked me the same question. I have Norton internet Security 2013 version 20.2.1.22 and Windows 7. Everything is up to date. I run Norton Live Update daily and do a scan before using the Internet to get rid of anything from the previous day.

My Norton patch updated correctly to The Norton Tool Bar 2013.2.4.2 and Norton Vulnerability 11.1.5-2. I have the Norton Tool Bar in Firefox when the add-ons are enabled and my Norton Internet Security Live Update History shows that the patch was successfully installed on January 28. I just had to disable both add-ons to stop the crashes. I tested it again and as soon as I enable them the crashes start.

If you have submitted crash reports then please post the IDs of one or more crash reports that have this format:

• bp-xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx

You can find the IDs of the submitted crash reports on the about:crashes page.

• You can open the about:crashes page via the location bar, like you open a website.

See:

• http://kb.mozillazine.org/Mozilla_Crash_Reporter
• https://support.mozilla.org/kb/Mozilla+Crash+Reporter