In the address bar, type about:crashes<enter>. Note: If any reports do not have BP- in front of the numbers/letters, click it to submit them.

The crash report is several pages of data. We need the report numbers to see the whole report.

Using your mouse, mark the most recent 7 - 10 crash reports, and copy them. Now go to the reply box and paste them in.

For more help on crash reports, see; https://support.mozilla.org/en-US/kb/firefox-crashes-asking-support

8369df76-c08d-416e-9134-5a12d4857154 8/30/2017 8:09 AM 5f452b3c-d03f-49cc-ae9e-a19151379320 8/30/2017 8:09 AM 2bdb5abd-2b42-46ba-87e8-8bf01f6c1086 8/30/2017 8:09 AM 0bd8f813-3644-4d8e-8b45-de21e25ff406 8/30/2017 8:09 AM 3c6b83e9-d5b5-406e-b176-aed0b26c34b6 8/30/2017 8:09 AM 2470eaa4-c359-48c6-a8b6-833ce20c9537 8/30/2017 8:09 AM 8de289fe-c47a-43a7-8d06-11e211f9ea53 8/30/2017 8:09 AM 173330fc-626c-4850-b177-94646ad7f770 8/30/2017 8:09 AM

Including 8 more report IDs in additonal to the 2 in the original thread.

screen capture of submitted crash reports attached.

In the address bar, type about:crashes<enter>. Note: If any reports do not have BP- in front of the numbers/letters, click it to submit them.

The crash report is several pages of data. We need the report numbers to see the whole report.

Using your mouse, mark the most recent 7 - 10 crash reports, and copy them. Now go to the reply box and paste them in.

That looks like a problem with the Shockwave Flash plugin.

• bp-aa7255f1-51d4-43a8-a975-3169b0170904
  Firefox 55.0.3 Crash Report [@ F1398665248_____________________________ ]

See:

• https://support.mozilla.org/en-US/kb/keep-flash-up-to-date-and-troubleshoot-problems
• http://kb.mozillazine.org/Flash#Troubleshooting

I uninstalled and re-installed Firefox, then reloading the profile previously saved from a "restore default".

So far the browser is much more stable. I've only crashed once for the past day.

thanks, Suzanne

Please post that crash report number.

weird. i looked under "about:crashes", the newest "Unsubmitted Crash Report" is dated prior to the Firefox re-install.

It didn't seem to have the report from the crash I experienced either yesterday or 2 days ago.

when I get a new crash, I can submit the crash report number. Please clarify, it is the non-bp report ID that you are looking for right? Once I click the non-bp ID, it seems to submit the report and the ID will disappear from the list. So you want me to capture the ID list before I submit the reports correct?

Suzanne

When you click on a not submitted crash report (no bp-) it is sent to the Mozilla servers. Once received, that number changes to a new number with the bp- in front of it.

Now you post the bp- numbers so we can check them out.

thx Fred. My browser just crashed, but when I type "about:crashes", I don't see any new crash reports. The oldest one there is shown to be Aug 30th.

Any reason why I didn't get any new crash reports from recent crashes today?

Suzanne

Sometimes that happens, and it drives everyone nuts.

Start Firefox in Safe Mode {web link} by holding down the <Shift> (Mac=Options) key, and then starting Firefox.

A small dialog should appear. Click Start In Safe Mode (not Refresh). Is the problem still there?

running in safe mode still crashes.

today's crash report (there is only 1):

bp-1284025c-34a2-4863-8f8e-e017e1170907

Suzanne

Product Firefox Release Channel release Version 55.0.3 Build ID 20170824053622 OS Windows 10 OS Version 10.0.15063

bp-1284025c-34a2-4863-8f8e-e017e1170907 Signature: CAudioClient::FinalRelease

This is for Sumo's Related Bugs 1380775 RESOLVED DUPLICATE WebRTC crash on Duet PCS device

1362764 RESOLVED FIXED Crash in CAudioClient::FinalRelease

Some problems with Flash video playback can be resolved by disabling hardware acceleration in your Flash Player settings. (See this article for more information on using the Flash plugin in Firefox).

To disable hardware acceleration in Flash Player:

1. Go to this Adobe Flash Player Help page.
2. Right-click on the Flash Player logo on that page.
3. Click on Settings in the context menu. The Adobe Flash Player Settings screen will open.
4. Click on the icon at the bottom-left of the Adobe Flash Player Settings window to open the Display panel.
   
   The image "fpSettings1.PNG" does not exist.
   
5. Remove the check mark from Enable hardware acceleration.
6. Click Close to close the Adobe Flash Player Settings Window.
7. Restart Firefox.

This Flash Player Help - Display Settings page has more information on Flash Player hardware acceleration, if you're interested.

Does this solve the problem? Let us know.Hello,

Try disabling graphics hardware acceleration in Firefox. Since this feature was added to Firefox it has gradually improved but there are still a few glitches.

You will need to restart Firefox for this to take effect so save all work first (e.g., mail you are composing, online documents you're editing, etc.,) and then perform these steps:

In Firefox 54 and below:

1. Click the menu button and select Options (Windows) or Preferences (Mac, Linux).
2. Select the Advanced panel and the General tab.
3. Uncheck Use hardware acceleration when available.
4. Close Firefox completely and then restart Firefox to see if the problem persists.

In Firefox 55 and above:

1. Click the menu button and select Options (Windows) or Preferences (Mac, Linux).
2. Select the General panel.
3. Under Performance, uncheck Use recommended performance settings. Additional settings will be displayed.

   

4. Uncheck Use hardware acceleration when available.
5. Close Firefox completely and then restart Firefox to see if the problem persists.

Did this fix your problems? Please report back to us!

If the problem is resolved, you should check for updates for your graphics driver by following the steps mentioned in these Knowledge base articles:

• Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems

• Upgrade your graphics drivers to use hardware acceleration and WebGL

Thank you.

I disable the Hardware acceleration on Adobe Flash Player page, as well as under Firefox -> Options -> Performance per your suggestions.

The browser crashed again when I visit Youtube.

I checked the crash reports, nothing is in the Unsubmitted or the submitted list from my crashes today.

I'll try safe mode again now and see if the crashing continues. Hopefully I'll get a crash report to submit if the browser still crashes.

Suzanne

just now I used Safe Mode, still the browser crashes when I go to Youtube and go to a Youtube channel. Looks like the issue tends to happen when I navigate to a page with active video, and then I try to do anything else (like go back to Youtube main page, or click another tab).

I still don't see any crash reports (Submitted or Unsubmitted) from today, so I have nothing for you to review.

Any other suggestions? I'm about to give up and use a different browser :(

thanks for your help.

Suzanne

I called for more help.

Do a clean reinstall of the current Firefox release and delete the Firefox program folder before installing a fresh copy of the current Firefox release.

• download the Firefox installer and save the file to the desktop
  *https://www.mozilla.org/en-US/firefox/all/

If possible uninstall your current Firefox version to cleanup the Windows Registry and settings in security software.

• do NOT remove "personal data" when you uninstall the current Firefox version, because this will remove all profile folders and you lose personal data like bookmarks and passwords including data in profiles created by other Firefox versions

Remove the Firefox program folder before installing that newly downloaded copy of the Firefox installer.

• (64 bit Firefox) "C:\Program Files\Mozilla Firefox\"
• (32 bit Firefox) "C:\Program Files (x86)\Mozilla Firefox\"

• it is important to delete the Firefox program folder to remove all the files and make sure there are no problems with files that were leftover after uninstalling
• http://kb.mozillazine.org/Uninstalling_Firefox

Your personal data like bookmarks is stored in the Firefox profile folder, so you won't lose personal data when you uninstall and reinstall or update Firefox, but make sure NOT to remove personal data when you uninstall Firefox as that will remove all Firefox profile folders and you lose your personal data.

If you keep having problems then you can create a new profile to test if your current profile is causing the problem.

• http://kb.mozillazine.org/Profile_folder_-_Firefox
• http://kb.mozillazine.org/Profile_backup

• http://kb.mozillazine.org/Standard_diagnostic_-_Firefox#Clean_reinstall

You can try to disable hardware acceleration in Firefox.

• Options/Preferences -> General: Performance
  remove checkmark: [ ] "Use recommended performance settings"
  "Use hardware acceleration when available"

You need to close and restart Firefox after toggling this setting.

• https://support.mozilla.org/en-US/kb/troubleshoot-extensions-themes-to-fix-problems

You can check if there is an update for your graphics display driver and check for hardware acceleration related issues.

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

I tried a clean installed again, still crashes.

This issue has costed me too much time and it is still unresolved. I'm going to move on to use a different browser.

thanks for all the help though.