Closed Bug 1153824 Opened 10 years ago Closed 10 years ago

Since upgrading to ver 37.0.1 all PC running different versions of windows o/s crashing everyday. With Norton Internet Security

Categories

(Firefox :: General, defect)

Product:
Firefox
Component:
General
Version:
37 Branch
Platform:
x86
Windows 7
Type:
defect
Priority:
Not set
Severity:
critical

Tracking

()

Status:
RESOLVED INVALID
Tracking Flags:
Tracking Status
firefox37 + wontfix
firefox38 --- wontfix
firefox39 --- wontfix

People

(Reporter: mdastro1, Unassigned)

References

Details

(Keywords: crash, Whiteboard: [tbird crash])

Crash Data

Attachments

(1 file)

Per Instructions
14.30 KB, application/vnd.openxmlformats-officedocument.wordprocessingml.document
Details
User Agent: Mozilla/5.0 (Windows NT 5.1; rv:37.0) Gecko/20100101 Firefox/37.0 Build ID: 20150402191859 Steps to reproduce: restart after reported crash Actual results: ran fine for a few hours than crashed again while on a website Expected results: no crash Mozilla Crash report would not take report that didnot start with bp.Submitted Crash Reports Report ID Date Submitted bp-403fda8a-9f99-458f-86e4-c32962150413 4/13/2015 8:20 AM bp-db7cac46-d50c-4c37-baaa-1edaf2150409 4/9/2015 1:23 PM
Severity: normal → critical
Group: core-security
(In reply to Danpbphoto from comment #0) > Mozilla Crash report would not take report that didnot start with > bp.Submitted Crash Reports > Report ID Date Submitted > bp-403fda8a-9f99-458f-86e4-c32962150413 This is a flash plugin crash, not a browser crash > bp-db7cac46-d50c-4c37-baaa-1edaf2150409 This is a crash that happened on shutdown of the browser, not a crash that happened while using the browser. Can you try *left-* clicking (no shift/ctrl/alt/whatever keys pressed) the reports that don't have "bp-" in front of them, and commenting with the URLs to them?
Flags: needinfo?(mdastro1)
Keywords: crash
there are no non "bp" reports for these crashes....whether it happened while using or logging off is still a bug if it happens on all machines using Win Xp, Win7, Win8 Correct?
Flags: needinfo?(mdastro1)
This, all crashes happen while using browser....error box appears on screen when using browser. If I right click on "Bp" numbers it states in FF 5.0 Crash Report "Reason for Crash"= EXCEPTION_ACCESS_VIOLATION_READ Don't know if this helps.
Am lookin at "Raw Dump" tab in crash report and the same plugin appears....hg:hg.mozilla.org/releases/mozilla-release:obj-firefox/ipc/ipdl/PPluginModuleChild.cpp:7b56ff900c2a"
OK, there are a lot of confusing things here: 1) your first comment says "Mozilla Crash report would not take report that didnot start with bp" 2) your crash reports are for old, outdated and insecure versions of Firefox (34 et al.) 3) comment #0 says "Firefox 37.0.1 crashes all the time", but has no crash reports for that version. From your comments, it seems you have no idea what specifically is triggering the crashes - they just happen when you browse the web? Is it always the same website? If it's not clear what's triggering the crashes from your point of view, in order to do something here, we really need crash reports associated with the crashy version of Firefox. Please provide crash report IDs for this purpose.
Flags: needinfo?(mdastro1)
They are not old!! Where you getting that from???? FF ver 37.0.1 Submitted Crash Reports Report ID Date Submitted bp-1ca227ca-5b2f-4b19-8c32-45add2150412 4/12/2015 3:13 PM bp-9a166221-6f13-4873-a9b1-310972150412 4/12/2015 12:01 PM bp-06a481c4-82ef-4aad-b04a-d925f2150411 4/11/2015 11:50 AM bp-22796afd-2263-45aa-9b7b-7557a2150411 4/11/2015 10:09 AM This is from Win ver 7 The 2 above are 2015, Windows XP...
Flags: needinfo?(mdastro1)
Submitted Crash Reports Report ID Date Submitted bp-403fda8a-9f99-458f-86e4-c32962150413 4/13/2015 8:20 AM bp-db7cac46-d50c-4c37-baaa-1edaf2150409 4/9/2015 1:23 PM Windows XP TODAY>>>>>>>>>>>
(In reply to Danpbphoto from comment #6) > They are not old!! Where you getting that from???? FF ver 37.0.1 > Submitted Crash Reports > > Report ID Date Submitted > > bp-1ca227ca-5b2f-4b19-8c32-45add2150412 This is Firefox 5.0. Some of the reports earlier were from Firefox 34.0.5. That's what I mean by "old" - your report was about 37.0.1, so these weren't related. > bp-9a166221-6f13-4873-a9b1-310972150412 > bp-06a481c4-82ef-4aad-b04a-d925f2150411 > bp-22796afd-2263-45aa-9b7b-7557a2150411 Those are Firefox 37.0.1, so this is what I was looking for. Can you try disabling all your add-ons and seeing if that helps? Also, can you go to about:support, click "Copy raw data", and then go here: https://bugzilla.mozilla.org/attachment.cgi?bugid=1153824&action=enter and click "paste text as attachment", and paste the result? Thanks!
Flags: needinfo?(mdastro1)
Attached file Per Instructions —
As requested.
Flags: needinfo?(mdastro1)
Tero Nieminen <tero.t.nieminen@jyu.fi> changed: What |Removed |Added ---------------------------------------------------------------------------- CC| |tero.t.nieminen@jyu.fi -- Configure bugmail: https://bugzilla.mozilla.org/userprefs.cgi?tab=email What???? Explain please????
(In reply to Danpbphoto from comment #10) > Tero Nieminen <tero.t.nieminen@jyu.fi> changed: > What |Removed |Added > ---------------------------------------------------------------------------- > CC| |tero.t.nieminen@jyu.fi > > -- > Configure bugmail: https://bugzilla.mozilla.org/userprefs.cgi?tab=email > > > What???? Explain please???? Someone CC'd themselves to the bug. It's nothing to worry about. Thanks for attaching the about:support information. Can you still try disabling all your add-ons and seeing if that helps?
Crash Signature: [@ base::Thread::ThreadMain() ]
Flags: needinfo?(mdastro1)
Plugins were disabled yesterday.....but I have not been on the computer for 2 days due to work assignments...
Flags: needinfo?(mdastro1)
See my Bug 1153487 - Firefox 37 crashes occasionally on exit I seem to get the crashes only on exit, but they've happened every day (but one) since upgrading. I've never had FF 37.0.1 crash while I was there running something, but I have had the crash screen buried behind other screens while left running a popular currency exchange site (xe.com) that always worked and just does a page refresh every few minutes. I've had FF run continually and multiple times without problems, and I've had it crash several times in a row too. Nothing conspicuous shows up. And it happens on HTTP and HTTPS as far as I see. This is my entire log -- last item was older FF back in February. All others are since upgrading to 37.0.1 -- note that unfortunately I sometimes closed the crash window ("X") rather than clicking a button, and that does not send the report. bp-0c3c8177-7223-49d8-8127-4e1802150415 15/04/2015 1:41 PM bp-9ea1561e-9d64-4e09-8db8-a9a0b2150415 15/04/2015 1:22 PM bp-e835c93e-238b-4b3d-bad6-a5aee2150415 15/04/2015 2:21 AM fac84734-b404-4a11-a0d8-6fd8b49cc638 14/04/2015 6:01 PM bp-7196aaf1-db0f-4d26-ae9f-2f2802150414 14/04/2015 2:51 AM bp-964d7e23-e823-4251-b71e-7a3b52150413 13/04/2015 10:04 AM bp-b42e2992-2f00-4d1a-af2a-8c1852150412 12/04/2015 4:13 PM bp-cd171d5c-4a52-463c-8dd1-60cab2150411 10/04/2015 8:36 PM 5d76c1c8-cde4-43e6-b90f-13d6d48bd2dd 10/04/2015 8:04 PM bp-84454090-a7ab-4fe2-bf98-a730e2150411 10/04/2015 8:03 PM bp-72238fa8-6ccf-4fb9-a52e-7c0862150410 10/04/2015 7:59 PM bp-b88c57ff-15d0-4658-b1ca-c49c32150409 09/04/2015 7:37 PM bp-88b6e688-dcce-4b62-9858-3c7292150408 08/04/2015 5:56 PM bp-c8130c49-b939-4592-8abb-8a5522150408 08/04/2015 12:19 AM bp-f47e155f-9a38-4d76-a7c1-e7d5d2150406 06/04/2015 8:47 AM bp-ec6193f3-99d2-4456-8c93-8c9932150405 04/04/2015 8:57 PM d8a63c41-1e5c-4ee1-8743-acb6043be4d7 20/02/2015 9:58 AM *OLDER FOR DATE REFERENCE*
To those who keep sending me email about not having the latest version of Flash and FF. YOU ARE WRONG!!!!! Latest Flash and 37.0.1! And Have plugins off and it just crashed!!!! bp-e7c689c2-7410-44dc907c-0a1712150415 4/15/2015 2:46pm
guigs2 Apr 15, 2015 2:09:26 AM "This computer has an older version of Flash installed and older version of Firefox 34.0.5. as Gijs already mentioned in the bug you filed. If there is a chance today to see if it will crash in Safe Mode (holding shift while clicking on the icon to start), with extensions disabled (in about:addons all of the extensions set to "Never Activate")as well as in a new profile ([Use the Profile Manager to create and remove Firefox profiles ]), all tested separately, these are the crash reports that would be most useful." You are wrong!! Where are you getting this wrong info from????
I notice that you're both running the same version of Norton Internet Security. These crash signatures are highly correlated with that program. Could you both please try these: * Make sure Norton is updated to the latest version. If that makes Firefox stop crashing, please let us know. * Otherwise, please disable or temporarily uninstall Norton. (I'm sorry, I know this is not a pleasant request.) If that stops the crashes, let us know. Thanks!
Status: UNCONFIRMED → NEW
Ever confirmed: true
Flags: needinfo?(mdastro1)
Flags: needinfo?(dannyfox)
This is a top crash on release likely with strong correlation to Norton Internet Security: base::Thread::ThreadMain()|EXCEPTION_ACCESS_VIOLATION_READ (655 crashes) 99% (650/655) vs. 3% (4490/148834) ccgevt.dll 99% (650/655) vs. 3% (4570/148834) ccset.dll 99% (647/655) vs. 3% (4382/148834) coIDSafe.dll 99% (647/655) vs. 3% (4428/148834) coFFPl37.dll 99% (647/655) vs. 3% (4433/148834) cowpplg.dll 99% (647/655) vs. 3% (4436/148834) cosfshre.dll 99% (647/655) vs. 3% (4436/148834) coshdobj.dll 99% (646/655) vs. 3% (4405/148834) coUICtlr.dll It's not showing up on 38 beta (there are a few hits but not in this pattern, likely noise). Unclear whether that means it will go away. Not sure whether to request tracking, but Lawrence I want to bring this to your attention in any case.
Flags: needinfo?(lmandel)
Based on this report, another thing to try would be disabling just the Norton Toolbar: http://forums.comcast.com/t5/Web-Browsers/norton-toolbar-causing-firefox-37-to-crash-on-closing/td-p/2510705
We definitely should at least contact Norton/Symantec on this.
Then FF has a conflict problem correct? FF ran fine b4 update to 37.0.1 so why blame Norton? It is Mozilla that has a bug not Norton.
Flags: needinfo?(mdastro1)
OS: Windows XP → Windows 7
It happens way more on Win7 than XP..99% on Win7
Still happening....04/21/2015
Upgraded to FF 37.0.2 today, expecting a fix -- but crashes still happen here too. I just now disabled the Norton Toolbar to see if that matters. I'm running Norton Internet Security (21.7.0.11) which tells me it is the latest version. However there is a new box at the stores that apparently is an all-in-one replacement for several of their previous products. Norton folks told me it is the same -- don't know for sure. In any case, this is my production machine -- I can't afford the risk of running without Norton active. (I tend to agree with Comment 20 that FF is likely the problem, not Norton, as FF ran fine before.) One more observation. I seldom catch FF crashing, usually it's after and hidden. I wonder if it is the stub that remains in memory sometimes -- maybe when it disengages, the crash happens.
Flags: needinfo?(dannyfox)
Here are the latest crash reports. The most recent two are from 37.0.2 - not aware of any others on that version. The last crash (just now) had the Norton Toolbar disabled, and crashed on exit as I usually see. The others just "happened" at some point, perhaps when my back was turned. bp-b8612ae6-83f2-4ed7-b6ef-65d732150422 21/04/2015 11:05 PM (37.0.2) - Norton Toolbar disabled bp-808282c9-c5f0-4350-a812-b23a42150422 21/04/2015 9:51 PM (37.0.2) - First known crash on 37.0.2 bp-54201e8f-e08a-4594-9a30-cb1422150421 21/04/2015 1:44 PM (37.0.1) - Immediately before upgrade bp-7ef22beb-0903-4ca2-9cf9-978372150421 21/04/2015 12:22 AM (37.0.1) bp-c69eec35-7e1d-455d-8149-f65512150421 21/04/2015 12:22 AM (37.0.1)
(In reply to Dan Pernokis from comment #23) > Upgraded to FF 37.0.2 today, expecting a fix -- but crashes still happen > here too. I just now disabled the Norton Toolbar to see if that matters. > > I'm running Norton Internet Security (21.7.0.11) which tells me it is the > latest version. However there is a new box at the stores that apparently is > an all-in-one replacement for several of their previous products. Norton > folks told me it is the same -- don't know for sure. In any case, this is > my production machine -- I can't afford the risk of running without Norton > active. (I tend to agree with Comment 20 that FF is likely the problem, not > Norton, as FF ran fine before.) > > One more observation. I seldom catch FF crashing, usually it's after and > hidden. I wonder if it is the stub that remains in memory sometimes -- > maybe when it disengages, the crash happens. Dan..I disabled my NIS and it still crashes. I did not know there was a .2 ver so I am now just updating. I do not know it has crashed(FF) ubtil I minimize the program(Photoshop) I am working in. Then I get the big box stating there has been a crash. Yes AFTER crash happens.... Just finished updating to 37.0.2..let's see what gives now.
4 out of 5 crashes in comment #24 are actually [@ MD4Transform ] and not [@ base::Thread::ThreadMain() ]
(In reply to Robert Kaiser (:kairo@mozilla.com) from comment #26) > 4 out of 5 crashes in comment #24 are actually [@ MD4Transform ] and not [@ > base::Thread::ThreadMain() ] I believe that's the same underlying issue. Dan was crashing mostly in MD4Transform even before disabling the toolbar. The MD4Transform signature has a lower but still suspicious (~30%) correlation with Norton binaries.
Actually, I'm not so sure anymore. The MD4Transform crashes have this odd reason code "0xc000070a / 0x00000000" that showed up a lot in bug 1139497. Dan, this is a long shot, but I don't suppose your machine has any games that use nProtect GameGuard technology?
Flags: needinfo?(dannyfox)
(In reply to David Major [:dmajor] from comment #28) > Dan, this is a long shot, but I don't suppose your machine has any games > that use nProtect GameGuard technology? Hi David - I have NO games on any of my computers (except maybe the old DOS or Windows 95 Solitaire things which I haven't run in ages). And just to follow up on Comment 25: The crash window is "never on top" (as opposed to "always on top" or neutral), but it does have an icon in the Windows task bar. Your PS is likely full screen (or large anyway) and hides the crash window -- same here, my TB is almost always open, always full, and there are other things running which sometimes cover the FF window. Sometimes I leave FF open, sometimes I close it (I never remember) -- but in any case sometimes it crashes right away (I see the icon, not the actual crash window) and sometimes I notice the icon long after. I'm sure I would have seen it if the crash was immediately after closing, as I usually watch for it for a few seconds (which is often what it takes). Most times I have no idea when the actual crash happened -- the icon is just suddenly there (that's when I notice it), long after I left FF (open or closed) -- which is why I think the memory-resident stub may be at fault. BTW, I have run FF 3701 & 3702 only a couple of times on our laptop, with no crashes -- not surprising considering how seldom it is run. (The last logged crash on the laptop was early 2014.) I run it here on my tower too without crashing -- but then boom, some particular time the little window appears, either on exit or some time afterward (as per above).
Flags: needinfo?(dannyfox)
Thanks Dan, the fact that you don't have any games is a good data point. That, combined with the two moderate correlations, leads me to suspect that Norton and nProtect might be independently doing the same low-level system tinkering that Firefox 37 is not interacting well with (it wouldn't surprise me, given the similar nature of those two programs). Also, I noticed in the report below, that the Norton Internet Security Engine binaries are still loaded into Firefox even with the toolbar disabled: > bp-b8612ae6-83f2-4ed7-b6ef-65d732150422 21/04/2015 11:05 PM (37.0.2) - > Norton Toolbar disabled A better test would be to remove Norton completely and see what happens. I understand you're reluctant to do so, and that's fine. If anyone else reading this bug has crashes at MD4Transform and wouldn't mind testing without Norton, it would be useful information to have.
(In reply to Danpbphoto from comment #25) > Dan..I disabled my NIS and it still crashes. Could you please share the crash reports that had NIS disabled?
I've been watching this bug and am going to track for 37. This isn't a commitment to ship a fix in the 37 time frame but that is a possibility once we have a fix. Does this still not affect 38+?
status-firefox37: --- → affected
tracking-firefox37: --- → +
Flags: needinfo?(lmandel)
Re Comment 31: Does one have to reboot to totally disable the Norton Toolbar? I unchecked the box for it, but does that remove it from memory? I know (from my log) that I was rebooted yesterday by Windows Update, shortly after updating to FF 37.0.2 and Flash plugin 17.0.0.169 -- but not since disabling the Norton Toolbar. I'll reboot now just in case and leave the NT disabled.
(In reply to Lawrence Mandel [:lmandel] (use needinfo) from comment #33) > Does this still not affect 38+? Just to clarify, we are looking at two crash signatures here: base::Thread::ThreadMain() and MD4Transform. I am tentatively keeping them both in this bug because I think there's a connection. Both of those signatures are seen on 38 beta. The numbers on 39 and 40 are low, but I think that's because we don't see a lot of external apps in those populations.
Crash Signature: [@ base::Thread::ThreadMain() ] → [@ base::Thread::ThreadMain() ] [@ MD4Transform ]
status-firefox38: --- → affected
Re: Comment 31 (and my Comment 34): Norton Toolbar in memory David: Is the Norton Toolbar browser-specific, or is it a common entity shared by other browsers? I also run Google Chrome regularly, very often concurrently with FF (with windows on different monitors). GC still has the Norton Toolbar enabled, FF does not. Would this cause NT to still be in memory for FF?
Flags: needinfo?(dmajor)
Two documented crashes so far today, both times immediately after closing FF from *THIS* bug report page. bp-640b2c81-e67b-4edd-a04f-650e12150422 22/04/2015 2:46 PM - 37.0.2 Norton toolbar disabled. After reboot, Google Chrome not running (but had been, with NT enabled). bp-ed9d3a08-dd9b-48d7-abe2-d1ab92150422 22/04/2015 12:00 PM - 37.0.2 Norton toolbar disabled but before reboot. Google Chrome status unknown but had been running, with NT enabled).
(In reply to Dan Pernokis from comment #36) > Re: Comment 31 (and my Comment 34): Norton Toolbar in memory > David: Is the Norton Toolbar browser-specific, or is it a common entity > shared by other browsers? > > I also run Google Chrome regularly, very often concurrently with FF (with > windows on different monitors). GC still has the Norton Toolbar enabled, FF > does not. Would this cause NT to still be in memory for FF? I'm not familiar with Norton Toolbar so I can't say. What I can say, is that your latest reports still had Norton binaries loaded in Firefox: > bp-640b2c81-e67b-4edd-a04f-650e12150422 22/04/2015 2:46 PM - 37.0.2 > bp-ed9d3a08-dd9b-48d7-abe2-d1ab92150422 22/04/2015 12:00 PM - 37.0.2 You can check this for yourself by going to the Modules tab, sort by Filename and scroll down to the C's. The ones that start with "cc" and have version 12.11.4.4 come from Norton Internet Security. It's possible that those binaries are part of the core NIS program and operate whether or not you have the Toolbar piece enabled.
Flags: needinfo?(dmajor)
This is very confusing when you have the original bug poster me, Dan and another Dan posts his problem also..How about the 2nd Dan starting his own bug report so that my particular problem can be addressed and not confused with the other Dan's. OK??? I do not run games but Iwill say that I downloaded 37.0.2 with NIS toolbar off and on all plugins still off then back on and no crashes so far in 3 hours of use today. Again, no disrespect to Mr Pernokis and the others..but please, bugzilla and FF people are responding to..initiate your own report. to avoid more confusion on what and who the bugzilla and FF people are responding to, start your own report. Thank You! Danpbphoto
Group: core-security
All users in the "CC:" list who are not associated with bugzilla or FF please remove your name from my post/thread.
(In reply to :Gijs Kruitbosch from comment #5) > OK, there are a lot of confusing things here: > > 1) your first comment says "Mozilla Crash report would not take report that > didnot start with bp" > 2) your crash reports are for old, outdated and insecure versions of Firefox > (34 et al.) > 3) comment #0 says "Firefox 37.0.1 crashes all the time", but has no crash > reports for that version. > > From your comments, it seems you have no idea what specifically is > triggering the crashes - they just happen when you browse the web? Is it > always the same website? > > If it's not clear what's triggering the crashes from your point of view, in > order to do something here, we really need crash reports associated with the > crashy version of Firefox. Please provide crash report IDs for this purpose. If it is confusing then talk to FF/mozilla..I report what you asked or others. And no I don't no what is causing crashes! Why do you think I mad a bug report? Doh And I DID provide crash reports per "FF Crash Report".
It is very helpful if a crash can be reproduced on command, since that will let you (1) narrow down in which (Nightly) build of Firefox the crash first started happening, (2) test patched versions of Firefox to see if the solutions work, and (3) will help developers reproduce locally and do these things themselves. Crash reports can be very useful if they contain a consistent callstack, showing what part of the code is failing (if not how it got there). Unfortunately the callstack here is not useful, making it more difficult to debug.
Re: Comment 39 and Comment 40: Danpbphoto, in fact I did report this bug in a separate post -- on April 10, three days before you did (see Bug 1153487, as referenced in my Comment 13 above). The reason I deferred to this bug and posted here is because some knowledgeable people were desperately asking for information about the crashes while you were busy criticizing and elevating a nuisance bug to critical status & invoking national security. This bug is not "my problem", it's the same problem. And it isn't "your bug" or "my bug", it's a Firefox bug. We're all associated with Mozilla and/or FF in one way or another -- the vast majority of us unpaid volunteers, I might add -- and we're all trying to solve the problem, together. Otherwise we wouldn't be doing this. Likewise no disrespect intended toward you, but you have to watch your tone. This isn't a blog, it's a professional bug report mechanism, and we're all playing on the same team.
Group: core-security
(In reply to Dan Pernokis from comment #43) > Re: Comment 39 and Comment 40: > > Danpbphoto, in fact I did report this bug in a separate post -- on April 10, > three days before you did (see Bug 1153487, as referenced in my Comment 13 > above). > > The reason I deferred to this bug and posted here is because some > knowledgeable people were desperately asking for information about the > crashes while you were busy criticizing and elevating a nuisance bug to > critical status & invoking national security. > > This bug is not "my problem", it's the same problem. And it isn't "your > bug" or "my bug", it's a Firefox bug. We're all associated with Mozilla > and/or FF in one way or another -- the vast majority of us unpaid > volunteers, I might add -- and we're all trying to solve the problem, > together. Otherwise we wouldn't be doing this. > > Likewise no disrespect intended toward you, but you have to watch your tone. > This isn't a blog, it's a professional bug report mechanism, and we're all > playing on the same team. Well I don't really have to look at your bug. I reported a bug on my computers FF not yours. Why confuse the situation by multiple posts for the same bug when an administrator could have replied "respond/see this bug report". When I did a "search" for similiar bugs yours never came up. I know you will say that I didn't search correctly and you may be correct..but please realize my frustration as crashes continue and your problem is being addressed on my report and yes it is my report..read the dialog box at the top..."reported by". My tone is my tone if you don't like it, continue on your bug report not mine. I am not a blogger. I am trying to get my problem solved not yours..granted there may be some overlapping...I am a novice at this believe me as some can tell but there are many dissimilarities between yours and mine so it confuses my situation and yours. Yes we are playing on the same team here but it seems my report has got "lost" in yours and has no bearing on my continued problem. I have no games playing, I have tried all that was requested(with little or no feedback on what I tried), yet the response are addressing your problem not mine correct?? Nothing appears the same in your bug versus mine except the FF crashes. Symantics is an easy answer to my/our dilemma.. Good luck! Dan
Group: core-security
This was last crash.. Mozilla Crash Reports Search Product: Select Version: Report: Super Search Firefox 37.0.1 Crash Report [@ EMPTY: no crashing thread identified; OK ] Search Mozilla Support for Help ID: 3a6b0a43-63c1-4654-9db9-a4b472150423 Signature: EMPTY: no crashing thread identified; OK Details Metadata Modules Raw Dump Extensions Correlations Signature EMPTY: no crashing thread identified; OK More Reports Search UUID 3a6b0a43-63c1-4654-9db9-a4b472150423 Date Processed 2015-04-23 13:23:05.598098 Uptime 0 Install Age 511767 since version was first installed. Install Time 2015-04-09 20:52:38 Product Firefox Version 37.0.1 Build ID 20150402191859 Release Channel release OS Windows NT OS Version 6.1.7601 Service Pack 1 Build Architecture x86 Build Architecture Info GenuineIntel family 6 model 30 stepping 5 | 8 Crash Reason EXCEPTION_BREAKPOINT Crash Address 0x662d8d1d User Comments App Notes AdapterVendorID: 0x10de, AdapterDeviceID: 0x0de1, AdapterSubsysID: 00000000, AdapterDriverVersion: 9.18.13.4788 D3D11-WARP? D3D11-WARP- D2D? D2D1.1? D2D1.1+ D2D+ DWrite? DWrite+ D3D11 Layers? D3D11 Layers+ Processor Notes sp-processor02_phx1_mozilla_com.6333:2015; MozillaProcessorAlgorithm2015; earlier processing: 2015-04-23 13:24:16.126456; non-integer value of "SecondsSinceLastCrash"; MDSW did not identify the crashing thread; no 'topmost_file' name because ''crashing_thread'' is missing; CSignatureTool: No signature could be created because we do not know which thread crashed; skunk_classifier: reject - not a plugin hang; sp-processor06_phx1_mozilla_com.26547:2015; MozillaProcessorAlgorithm2015; non-integer value of "SecondsSinceLastCrash"; MDSW did not identify the crashing thread; no 'topmost_file' name because ''crashing_thread'' is missing; CSignatureTool: No signature could be created because we do not know which thread crashed; skunk_classifier: reject - not a plugin hang EMCheckCompatibility True Winsock LSP MSAFD Tcpip [TCP/IPv6] : 2 : 1 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [UDP/IPv6] : 2 : 2 : MSAFD Tcpip [RAW/IPv6] : 2 : 3 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [TCP/IP] : 2 : 1 : MSAFD Tcpip [UDP/IP] : 2 : 2 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [RAW/IP] : 2 : 3 : RSVP TCPv6 Service Provider : 2 : 1 : %SystemRoot%\system32\mswsock.dll RSVP TCP Service Provider : 2 : 1 : RSVP UDPv6 Service Provider : 2 : 2 : %SystemRoot%\system32\mswsock.dll RSVP UDP Service Provider : 2 : 2 : Adapter Vendor ID 0x10de Adapter Device ID 0x0de1 Bugzilla - Report this bug in Firefox Core Plugins Toolkit Related Bugs Mozilla Crash Reports - Powered by Socorro - All dates are UTC Server Status Source Docs API Privacy Policy mdastro1@juno.com | Your Reports | Permissions | API Tokens | Symbols | Sign out
This is not a security issue and you don't explain why it should be. The last few comments make it harder to actually read the bug report and find what to actually work on, though.
Group: core-security
Ask FF! This is what screen is brought up when reporting a non "Bp" file number! Come on guys..I am trying to help everyone yet get scolded for not supplying this and that and this is not up to date when it is. Security issue???? I am reporting a CRASH..I just fill in the blanks and follow "the bouncing FF report ball" for the report. If you can't read the report and I am a novice, and given NO instructions on what the bug report sez or help to interpret it, why blame me because it makes it harder for you.
Group: core-security
And Dan, I read your bug report and it is NOT like mine. Yeah it crashes but not when exiting!Bug 1153487 - Firefox 37 crashes occasionally on exit . I am still working in it..Come on if your are going to scold me, am maybe rightfully so, please be factual and not fictional.
"I've never had FF 37.0.1 crash while I was there running something, but I have had the crash screen buried behind other screens while left running a popular currency exchange site (xe.com) that always worked and just does a page refresh every few minutes." My report IS on FF 37.so how could yours be like mine. Nuisance to you but when you are working on business submissions and FF crashes while trying to upload your articles and reports...that is a nuisance? Maybe to you but not to one who has to re-repeat 3-4xs just to get work uploaded because FF sez it has to reload.
Please stop marking this bug as "security sensitive".
Group: core-security
Re: Comment 49: >> "FF crashes while trying to upload your articles and reports" This is what we need to know -- what you & FF were doing at the time. In my case, I can point to a specific site that does a refresh. I can't say for sure that FF crashed while running it, only that it seemed to, because I wasn't actively watching and it happened often -- but now I see other crashes beyond these. So... Is there a specific site or page? If so, give the URL. Is it maybe a specific type of site? eg music or video streaming, text capture (like THIS page), a monitor-type site (weather, currency, etc) that refreshes periodically, something ad-intensive with lots of flashing windows, etc. Were you doing anything in particular at the time of the crash, such as clicking, scrolling, mousing over something, typing, just watching/waiting, etc. (You said uploading -- just watching it go? just starting? just ending? etc.) Were you in another window at the time? Just leaving FF's window (clicking elsewhere), or just returning? Were you running multiple instances of FF? (This would be multiple windows, not just multiple tabs in the same window.) You said uploading reports: Any particular type of file? Standard Word/Excel/etc? Something more exotic & weird? Photos? Videos? And size could be important -- maybe FF isn't handling a disconnect (or "stop I'm full" message) very gracefully. Were you in another window (doing something else) while the upload was running? Any forewarnings, or just crash/quit? And what else may have been going on at the same time. Email running (and maybe polling for emails)? Any particular program(s) always running? Any unusual hardware we need to know about? (writing tablet, device controller, anything that can steal "interrupts" and core time from the processor -- I've had these kinds of things cause grief in the past.) Finally, just so you know: A security issue is when a bug ("vulnerability") is found that can be exploited by the bad guys, and if we report it openly and publicly, they'll exploit it before we can fix it. (Turning it on is "crying wolf" when not necessary.)
(In reply to :Gijs Kruitbosch from comment #50) > Please stop marking this bug as "security sensitive". ??????? Don't know what you mean if you are addressing me. I have made nothing security sensitive..at least to my knowledge.
Group: core-security
Oh..ok i see it it is on the top......how do you untag it...?
Just quit touching it. This is not a security issue. Not all crashes are.
Group: core-security
Ok Dan got it...I thought those questions might have been asked of me earlier. Someone posted that I wasn't using the browser when it crashes on the report..which was totally wrong. Here I go..hopefully answer all your questions. (In reply to Dan Pernokis from comment #51) > Re: Comment 49: > >> "FF crashes while trying to upload your articles and reports" > This is what we need to know -- what you & FF were doing at the time. In my > case, I can point to a specific site that does a refresh. I can't say for > sure that FF crashed while running it, only that it seemed to, because I > wasn't actively watching and it happened often -- but now I see other > crashes beyond these. >>>>> I was writing an article for the Dept of the Army, DoD and AUSA(Army of the USA) on my publishers website, www.lucidpress.com. FF crashed while both writing the article and trying to upload it to the publisher via the website. Next...while on my website on www.xxx-x-xxxxx.fineartamerica.com uploading images to my galleries or in edit mode with NO uploading total crash...had to restart FF all times. Some times the crash box appeared, other times it appeared after I went to another page in the same URL but NEVER logged off FF or URL. > So... Is there a specific site or page? If so, give the URL. Is it maybe > a specific type of site? eg music or video streaming, text capture (like > THIS page), a monitor-type site (weather, currency, etc) that refreshes > periodically, something ad-intensive with lots of flashing windows, etc. >>>>>It is publishers website as above LucidPress and my photographers website for my business, www. xxx-x.xxxxx.fineartamerica.com and www.artistwebsites.com > Were you doing anything in particular at the time of the crash, such as > clicking, scrolling, mousing over something, typing, just watching/waiting, > etc. (You said uploading -- just watching it go? just starting? just > ending? etc.) Were you in another window at the time? Just leaving FF's > window (clicking elsewhere), or just returning? >>>>> Yes..either editing info on an image in a particular gallery or uploading images. Crash when uploading would happen at that instance, drop the upload, error box appears, restart FF, retry uploads.I had multiple uploads happening at same time on occassion. The site allows 5 uploads at a time. Other times I was uploading while working on photos in Photoshop and when I would click on website tab to see progress it may have crashed. Not everytime but 3-4 times a day. Both on WinXp and Win7 computers. But I was in a FF window everytime..multiple windows..No as I stated before I have been doing this since I started using FF last Fall without any difficulty until 37.0.2. In fact last fall into December I was writing multiple documents on LucidPress.com without any difficulty AND uploading them while also uploading pictures to my photographic website. > Were you running multiple instances of FF? (This would be multiple windows, > not just multiple tabs in the same window.) > YES>>> > You said uploading reports: Any particular type of file? Standard The publishers has his own document producing workflow that allows text, images to be placed and edited. > Word/Excel/etc? Something more exotic & weird? Photos? Videos? And size > could be important -- maybe FF isn't handling a disconnect (or "stop I'm > full" message) very gracefully. Were you in another window (doing something > else) while the upload was running? Any forewarnings, or just crash/quit? > File size in Lucidpress 88-100kb...in fineartamerica. up to 25mb > And what else may have been going on at the same time. Email running (and > maybe polling for emails)? Any particular program(s) always running? Any > unusual hardware we need to know about? (writing tablet, device controller, > anything that can steal "interrupts" and core time from the processor -- > I've had these kinds of things cause grief in the past.) > NORTON NIS running..no email running..no other programs > Finally, just so you know: A security issue is when a bug ("vulnerability") > is found that can be exploited by the bad guys, and if we report it openly > and publicly, they'll exploit it before we can fix it. (Turning it on is > "crying wolf" when not necessary.) OK got it my mistake..my intention was to not add more people to OUR problems by inserting other similiar problems like ours. Ok Dan Hope this helps...let me know if anything else...As I stated and I want this to be clear..each time crash happened..FF had to be restarted no matter what so if I was uploading all upload was lost if in process. If I was watching the upload..if it crashed the crash box would appear instantly and ask to reload FF.
(In reply to Al Billings [:abillings] from comment #54) > Just quit touching it. This is not a security issue. Not all crashes are. Then why don't you clarify what a security issue is? I didn't say that the crash was, it is all the people getting involved that don't pertain to the issue us 2 Dan's have.
By Mr Billings working in the bug report at the same time, some info may have been lost Dan.. per "error message from FF."
By Mr Billings working in the bug report at the same time, some info may have been lost Dan.. per "error message from FF."
Mid-air collision detected! Someone else has made changes to bug 1153824 at the same time you were trying to. The changes made were: No changes have been made to this bug yet. Added the comment(s): User Story Comment 57 Danpbphoto 2015-04-23 10:23:06 PDT By Mr Billings working in the bug report at the same time, some info may have been lost Dan.. per "error message from FF." Your comment was: By Mr Billings working in the bug report at the same time, some info may have been lost Dan.. per "error message from FF." You have the following choices: This will cause all of the above changes to be overwritten, except for the added comment(s). Throw away my changes, and revisit bug 1153824
(In reply to Danpbphoto from comment #59) > Mid-air collision detected! Yes. This is how bugzilla works. Please quit spamming this bug with personal discussions about various parties and other data about how you're using bugzilla. People are trying to figure out this bug but you adding all these extra comments is distracting, as is you continually marking this as a security issue. If you want to know how security bugs and issues work, read this: https://wiki.mozilla.org/Security_Severity_Ratings This isn't a security bug though and when you flag this as a security bug, it hides it from the public, which means less people will see the issue and potentially help on it.
Wow!!! I was searching for the exact problem in many respects I am having but on a more regular basis in Win8 after upgrading.from 37.0.1 to .02. But your handling of this persons problem regardless of the "tone" is very distressing. Seems from looking at other similiar threads, even one the posted here with NO replies with help....and also the same tone from "helpers" towards posters with other problems..I will forgo any requests for updates or help... Quit "spamming"???? Never knew a user could spam a forum?? That is a new one....I will move on... Patrick
1) This is a bug tracker, not a message board. Messages that do not contribute new information towards solving a bug only serve as noise and should be avoided. That includes "me too" messages - while the occasional ping can be helpful in some cases, mostly they simply discourage developers from getting involved. There are many thousands of important bugs with a clear path forward that will look much more inviting than one composed mostly of angry shouting. 2) Unfortunately there's not a lot to go on. The stack is useless and there are no steps to reproduce. Firefox is composed of many parts, and no developer can claim to be an expert in all of them, so it's important to figure out where these crashes are coming from. It's also the weekend - most of Mozilla's actual employees follow standard working hours. 3) If you are able to easily trigger these crashes, one thing that would help a great deal is figuring out when they started. Development on Firefox 37 started on November 28, 2014, and the changes were merged into the Aurora/Dev Edition branch on January 12, 2015. These crashes likely started somewhere in that period, although it's possible that something changed between January 12 and release. You can use mozregression [1] to figure out when the crashes started, or manually download builds to narrow it down [2]. [1] http://mozilla.github.io/mozregression/ [2] https://ftp.mozilla.org/pub/mozilla.org/firefox/nightly/
Just for the record, I just went two days running without a crash, then got one last night. Running FF 37.0.2. I haven't changed my patterns of use (which is in and out of the browser many times a day at random, sometimes multiple tabs, occasionally multiple windows, private windows a few times). Even visited sites regularly where it has crashed, including xe.com and *THIS* page. The only known change to the system would be automatic Norton updates.
I concur Dan2. Yes my NIS was also running(but also off) when crash(es) happened. Hope you got my info contained within your message above.
Severity: critical → normal
Just crashed while submitting reply to Dan2. bp-14743209-9ca2-473e-a8ad-41a722150425 and 2 days ago, bp-3a6b0a43-63c1-4654-9db9-a4b472150423. Had multiple windows open 2 to same site, another to this and was uploading to publisher as described in reply to Dan2.
@DavidMajor... Here's a commonality for you: Looks like Danpbphoto and I are BOTH running "Norton Integrated Security", which is their older product, now replaced by a common package for various devices. As I said previously, mine says it is "the latest version" but not sure if it's exactly the same as the newest product. (I suspect not.) Also, Dan-o says (in Comment 64) his NIS was "off" sometimes -- question is, does it truly unload?
Repeatable circumstance: I had been reading and posting to THIS page earlier today (see Comment #66 for timestamp, 11:58 PDT which was 2:58 EDT here.) That window was inadvertently left open until 4:30 pm EDT. Seconds after I closed it, I got a crash window. I selected "Restart FF", it loaded and returned to THIS page. I quit, it crashed, selected Restart, loaded & returned, crash... three times. On the last exit, I did not see a crash window right away (I looked and waited a little bit), but one was there waiting for me at 5:45 PM EDT. I selected Restart (which triggered the log, stamped at 5:46 pm). I'm not 100% sure FF wasn't run between times, but for sure the repetitive sequence existed for the three consecutive logs below and hopefully for the fourth. bp-1d7ecca8-b855-4012-a97b-037d92150425 25/04/2015 5:46 PM bp-79f9e8d4-da24-4822-acb3-faa562150425 25/04/2015 4:31 PM bp-3c513935-462b-487b-a1dd-a2a6e2150425 25/04/2015 4:31 PM bp-987b20eb-8bb8-4afb-92e8-5926d2150425 25/04/2015 4:30 PM
I too sometimes get an immediate "crash" window notification but other times none UNTIL I log out of FF. A in the 2nd crash post in Comment 65. NIS was on both times. Both instances uploading images and textual content was interrupted and had to be re-initiated.
Another today...closing URL fineartamerica and LucidPress.com Appeared after browser closed. bp-39eb6e4c-d1e4-4051-94d2-7d8832150426 4/26/2015 1:52 PM NIS Running
Thanks Dan and Dan for the updates. The fact that these crashes continue to happen (and I still see Norton binaries loaded) when NIS is "disabled" or "off" means they're still partially active. I'm sorry to say that I'm out of ideas. At this point I don't how to move forward unless: - Someone can test with NIS completely uninstalled, or - We can get an engineer from Symantec on the line to help Lawrence can you help with the latter?
Flags: needinfo?(lmandel)
May I make a suggestion please? First: Start your '''Computer''' in safe mode with networking. Then start Firefox. Try '''Safe''' web sites. Is the problem still there? '''[http://encyclopedia2.thefreedictionary.com/Linux+Safe+Mode Starting The Computer In Safe Mode;<br>Free Online Encyclopedia]''' ---------------------------- Second; Remove Norton from your computer. You can unplug / disable your modem. Reboot the computer. Then start Firefox. Just play around with the setting for a bit. Does it still crash? Download the current full installers for your Norton programs and save them. '''[https://support.norton.com/sp/en/us/home/current/solutions/kb20080710133834EN_EndUserProfile_en_us Download and run the Norton Removal Tool to uninstall your Norton product]''' After rebooting the computer, run a registry scanner. Then run the installers after you try my idea. --------------------------- https://support.mozilla.org/en-US/questions/1048938 Firefox takes two minutes plus to load, apparent clash with Norton Internet Security Norton showed where to exclude things from Autoprotect Open '''Norton Administrative Settings.''' Under '''Performance Monitoring, ''' find '''Program Exclusions. ''' To its far right, press the '''Configure +''' link. You will have to add each program one at a time from the '''Mozilla Firefox''' and '''Mozilla Maintenance Service'''<Windows> folders..
Fred, thanks for your input but I must admit this is beyond my "skill set" with computers. I have limited knowledge with the inner workings of language code and "safe" mode. I did try the "safe" mode mentioned in the beginning and it still failed. Now after reading all this..I called Norton..after their "aint my problem, conflict with FF" canned answer..I would suggest that someone at Mozilla that can talk "computer" to these people call and ask for some assistance. Especially since Norton always asks me to run FF when they are shooting a problem(which are very few). They were asking me ?? I just could not answer. Thanks all for help..Good luck Dan2..seems you are having greater difficulty than me with crashes...I will keep osting anything I deem relevant...OH..I checked my NIS "history logs" and there is no indication of the crashes noted.... Dan
Did you not understand how to start the computer in safe mode? Start the computer. Press <F8> repeatedly after turning the computer on and before Windows starts. In the Add-ons Manager, disable the Norton Toolbar.
There are things that Norton/Symantec will not tell the public, and for good reason -- how their internals work is one of them. (At tech support, they barely understand when you report to them a bug in their own product!) I agree that a Mozillan who knows FF coding should be in touch with them. @FredMcD, the challenge is proving the negative: If we run something in safe mode, how long does "not crashing" prove that it works. As I said in Comment 63, I went two days without a crash. (Heck, I ran since February without FF crashing, prior to v37.) Yesterday I had a few in a short time and then nothing since. Dan-o also observes a similar pattern -- run fine for awhile, then boom, right in the middle of something. There are also some distinct differences in failures. When I get crashes, they are on or shortly after exit. Running FF in one long session does not seem to crash for me -- not until exit, and then only sometimes. Dan-o on the other hand has most of his failures while actively running sessions, resulting in loss of time & creativity.
Another thought -- might be a red herring, though... Dan-o and I both use PhotoShop, and there moight be an issue with an old Adobe Acrobat (PDF creator) version that came with Adobe's Creative Suite. When I did some work with DJ-Leith and Schalk on the Adobe Acrobat problem with Plugin Checker, I discovered that I had two distinct versions of the Adobe plugin. One was the usual from Acrobat Reader, updated & replaced every time Reader was updated. FF knew where to find that version and always used it. The other version was from Adobe Acrobat (PDF Creator) -- it has remained at v9.5.5 because I never updated that program (part of their Suites v5 and v5.5). However, SINCE FIREFOX 37, the Plugin Check has been seeing the old version only! So maybe FF is loading that and getting an issue. @Danpbphoto: Did your PhotoShop come as part of a suite? What suite & version? More importantly, do you have Adobe Acrobat (PDF Creator) -- you likely do, given your work -- so, what version? (Did it come with the Suite?)
Flags: needinfo?(mdastro1)
...Further to Comment 75 (got cut)... @Danpbphoto: Did your PhotoShop come as part of a suite? What suite & version? More importantly, do you have Adobe Acrobat (PDF Creator) -- you likely do, given your work -- so, what version? (Did it come with the Suite?) TO CHECK THIS: In FF, go to TOOLS, Add-ons. You'll get a list of plugins, including Adobe Reader and probably Adobe Acrobat. What versions? Then at the top of that page, click on "Check to see if your add-ons are up-to-date". The page that comes up is the Plugin Checker. What version of Adobe Plugin do you see here? (If its like mine, you may see an old version 9.5.5, etc, and NOT SEE one for Acrobat Reader here.) So: IF Dan-o and I both have an old Adobe Acrobat plugin, then that's another commonality. Otherwise, red herring.
(In reply to Dan Pernokis from comment #75) > Another thought -- might be a red herring, though... > Dan-o and I both use PhotoShop, and there moight be an issue with an old > Adobe Acrobat (PDF creator) version that came with Adobe's Creative Suite. > > When I did some work with DJ-Leith and Schalk on the Adobe Acrobat problem > with Plugin Checker, I discovered that I had two distinct versions of the > Adobe plugin. One was the usual from Acrobat Reader, updated & replaced > every time Reader was updated. FF knew where to find that version and > always used it. The other version was from Adobe Acrobat (PDF Creator) -- > it has remained at v9.5.5 because I never updated that program (part of > their Suites v5 and v5.5). However, SINCE FIREFOX 37, the Plugin Check has > been seeing the old version only! So maybe FF is loading that and getting > an issue. > > @Danpbphoto: Did your PhotoShop come as part of a suite? What suite & > version? More importantly, do you have Adobe Acrobat (PDF Creator) -- you > likely do, given your work -- so, what version? (Did it come with the > Suite?) Dan2...I have both AdobeReader and Adobe Acrobat Pro XI...ver. 11.0.10 which according to my Autoupdater for ADOBE IS THE MOST CURRENt...(sorry for the caps key...)Reader is the same version. I use CS6 stand alone..not Extended version of Ps. I bought Adobe Acrobat XI Pro alone for my publishing. My CS6 and Bridge are the most up-to-date....I talked with Adobe last week and both are the most current version and have been for awhile except for Bridge ACR which was updated to ver 9.0.0.414 2 weeks ago or so automatically.
Flags: needinfo?(mdastro1)
(In reply to FredMcD from comment #73) > Did you not understand how to start the computer in safe mode? > > Start the computer. Press <F8> repeatedly after turning the computer on and > before Windows starts. > > In the Add-ons Manager, disable the Norton Toolbar. See Bob Clary...this is what I am talking about......^^^^^ I have already done in "Safe" mode as requested above...still crashed
(In reply to Dan Pernokis from comment #76) > ...Further to Comment 75 (got cut)... > > @Danpbphoto: Did your PhotoShop come as part of a suite? What suite & > version? More importantly, do you have Adobe Acrobat (PDF Creator) -- you > likely do, given your work -- so, what version? (Did it come with the > Suite?) > > TO CHECK THIS: In FF, go to TOOLS, Add-ons. You'll get a list of plugins, > including Adobe Reader and probably Adobe Acrobat. What versions? Then at > the top of that page, click on "Check to see if your add-ons are > up-to-date". The page that comes up is the Plugin Checker. What version of > Adobe Plugin do you see here? (If its like mine, you may see an old version > 9.5.5, etc, and NOT SEE one for Acrobat Reader here.) > > So: IF Dan-o and I both have an old Adobe Acrobat plugin, then that's > another commonality. > Otherwise, red herring. Dan2...I did what you asked in FF check add ons uptodate...FF is telling me that it is NOT while Adobe is telling me that I am up to date with the above version(11.0.10)..Adobe Acrobat Reader DC is downloading something new now.... Ok appears there are 2 versions of Reader..something called AAReader DC(2015 version 2015.007.20033)which has now replaced my Reader XI Pro....it transfered all old Reader docs to new DC version... Dan-o
The critical thing is this: In the TOOLS, Add-ons area, I see an old (obsolete) Adobe plugin placed by Adobe Acrobat Pro 9.5.5 (current Acrobat for me, but old & obsolete plugin) **AND** I see my current Adobe Reader XI plugin along side it. The "check plugins" function now (since FF37) shows ONLY the old obsolete 9.5.5 Adobe plugin, whereas prior to FF37 it used to show only the real/current Adobe Reader XI. @Danpbphoto: My questions to you now are: (1) In the TOOLS, Add-ons area, do you see one? or two? Adobe plugins. If so what versions (even if the same)? And (2) in the "plugin check" area, what do you see? One or both? And what version(s). Why the change in plugins being seen? Is this a bug/quirk in plugin check? Or my suspicion is that FF37 is perhaps loading instead from this different area and finding the old plugin. If so, could be the problem causing crashes. (Or it could just be a red herring as I also proposed. :)
Dan2...1)the old Adobe Reader XI was the only 1 there when I initially looked at it..it had the "vunerability" bullet on yet as I stated Dan, when I checked my Adobe Reader XI via the Adobe Update..it was current..so I let FF update to that new ARDC version 2015.xxxxxxx. 2) the only version I saw above was the one that was replaced by the now Adobe Reader DC and that version is above.. Never saw 2 versions of Adobe...when the newer version of Adobe loaded, it deleted the older AR Pro XI but transferred all my old Adobe pdf's to the new program. Hope this helps.... I still think there is some kind of problem with FF 37. Again I ca't speak "computer-eze" to Norton...Mozilla should jump in here if they are willing. Dan-o
Thanks, Dan-o. So much for my Adobe theory -- thought an old plugin might have caused a bad interaction with Norton, but I guess not. So back to the original Norton idea, then...
Yes, good logic...check under all rocks Dan..I don't mean any disrespect to all the Mozilla/FF people working on this but the question of why when prior to FF37 AOK with NIS and all internet..but when FF 37 out..problems began. What in the FF37 was added/changed in computer-eze that may have contributed to a conflict with NIS or any other program? I don't know because I am not that computer language saavy. I am sure we can't be the only ones with this problem and have submitted requests for MZ/FF help. Again no disrespect, no slams, no negatives against anyone submitting requests for "more info". Just what I am thinking that began the problem. Just trying to find the solution.... Dan-o
Ok here is a NEW one...came downstairs and noticed that Mozilla Crash box on screen...not on internet at all, NIS on, Adobe PsCS6 Bridge displayed.. Mozilla was not active nor had been since yesterday. bp-0e456da4-d945-41e7-a47c-59a5c2150429 4/29/2015 10:44 AM
Re: Comment 84: Ah, that's what I said from the start -- when FF is closed, there's a stub that may remain in memory to facilitate quicker restart. It seems THIS piece crashes on me all the time, sometimes immediately (few seconds) after exit, and sometimes long after -- long enough that I'm not sure what I left running (or not). Re: Comment 83: Unfortunately that's how software development works. The bug in FF37 was introduced long ago in the pipeline to release -- that's why it's taking time to find. I did see on a FF forum somewhere that 37 introduced a new security feature that had to be withdrawn -- perhaps relics of this are causing an instability somewhere and why Norton is implicated. We just have to be patient while the coders pour over their material.
Danpbphoto, since you're curious: Antivirus programs do some really intrusive things to your computer in the name of protecting you. They basically re-write Firefox (and Windows!) so they can scan data that comes and goes. That's a bit over-simplified but it's generally what happens. Sometimes that makes unexpected things happen. Mozilla can't be prepared for every possible program that might modify Firefox in unpredictable ways. Similarly, an antivirus that was created long before Firefox 37, had no idea what Firefox 37 was going to look like in the future. It isn't necessarily the fault of one side or the other, it's just that some combinations of FF+NIS don't mix well together. Personally I'm not interested in blame anyway. I want to see these crashes stop, regardless of who (if anyone) is at fault. But there's only so much I can do by myself. Firefox's source code is public, and Norton's source code is secret. The person in the best position to debug this would be a Symantec engineer who can see both sides of the picture. I'm still hoping we can find a way to bring this bug report to their attention.
(In reply to Danpbphoto from comment #84) > bp-0e456da4-d945-41e7-a47c-59a5c2150429 (In reply to Dan Pernokis from comment #85) > Ah, that's what I said from the start -- when FF is closed, there's a stub > that may remain in memory to facilitate quicker restart. The intended behavior is the opposite of that. We don't want an old FF sticking around because it can interfere with the next time you launch it. If FF takes too long to shut down, we'll assume it's stuck forever, and we'll force it to crash, just to get it out of the way. That's what happened in comment 84. You can identify such crashes by the word "shutdownhang" in the signature.
Re Comment 84: OK, David, I stand corrected -- that's what I was told previously. So then let me reword it: Sometimes there IS a FF stub remaining in memory, and I've found occasionally it takes resources too (FF35, FF36 notably). Haven't seen the resource problem yet with FF37, but I have seen the stub (about 437kb or so) quite often.
@David Major: I just went to Norton CHAT. Let's see how far this goes... >> There is an incompatibility between Norton Antivirus and FIREFOX Version 37. >> Several crashes of >> FF37 are being attributed to this. >> ** PLEASE PASS THIS TO YOUR SOFTWARE ENGINEERS FOR RESOLUTION ** >> https://bugzilla.mozilla.org/show_bug.cgi?id=1153824 >> >> >> Your case number: 21806922 >> >> Welcome to Norton Support, my name is Rohit. Please give me a minute to go through >> the information you have provided. >> >> Hi Dan, I will do my best to help you with your concern. Before we proceed, >> Firefox version 37 is compatible Norton toll bar. >> >> Yes, we think so. But the coders at Mozilla (Firefox) know that Norton Antivirus >> is causing the problem, but can't get technical info from Symantec. Since your >> stuff is PRIVATE and ours is PUBLIC, it makes sense for Symantec to take the lead >> in degging this issue. So please just pass it on... >> >> If you suspect problem, I will pass it to Software engineers. Thank you >> for addressing the issue. I appreciate it, Dan. >> >> THANK YOU!
(In reply to David Major [:dmajor] from comment #86) > Danpbphoto, since you're curious: Antivirus programs do some really > intrusive things to your computer in the name of protecting you. They > basically re-write Firefox (and Windows!) so they can scan data that comes > and goes. That's a bit over-simplified but it's generally what happens. > > Sometimes that makes unexpected things happen. Mozilla can't be prepared for > every possible program that might modify Firefox in unpredictable ways. > Similarly, an antivirus that was created long before Firefox 37, had no idea > what Firefox 37 was going to look like in the future. It isn't necessarily > the fault of one side or the other, it's just that some combinations of > FF+NIS don't mix well together. > > Personally I'm not interested in blame anyway. I want to see these crashes > stop, regardless of who (if anyone) is at fault. But there's only so much I > can do by myself. Firefox's source code is public, and Norton's source code > is secret. The person in the best position to debug this would be a Symantec > engineer who can see both sides of the picture. I'm still hoping we can find > a way to bring this bug report to their attention. I will reposond to you first David. I agree with you 100% BUT it has worked flawlessley up to FF37. As I stated above, that would seem to give FF/MZ some avenue to see what code might have cause a conflict with NIS or NIS with FF/MZ. No FF can't be expected to be ready for every instance of this coming along but it can look into what coding or what changes it made to the new version that might have caused this or initiated it. I don't know how to read or what the crash code interprets so I would think it is a bit more informative as pointing to where the conflict is arising then what I can report. But then again, again, I don't know how the FF crash code interprets the crash report info to FF/MZ. I am just trying to present, as a novice in this, somekind of logical step to getting a solution to the problem and since it is a FF crash report being issued not a Norton I can only deduce that the conflict is Mozilla/FF related more than Norton...maybe..don't know..just my speculation. I believe the only, or 1 suggestion is, recourse is FF and Norton conferring on this because it is in the mutual interests of both to solve this. Maybe "blame" as you speak of is an improper term I inferred but did not use...conflict maybe better term..but blame or conflict there is a problem. And thanks David for enlightening me on how antivirus sw works..I knew most of that and I know how intrusive it is for all computer programs. One of the above Mozilla posters recommended a call to Norton. I think that is a great idea! Thanks for the response David.... (In reply to Dan Pernokis from comment #85) > Re: Comment 84: > Ah, that's what I said from the start -- when FF is closed, there's a stub > that may remain in memory to facilitate quicker restart. It seems THIS > piece crashes on me all the time, sometimes immediately (few seconds) after > exit, and sometimes long after -- long enough that I'm not sure what I left > running (or not). > > Re: Comment 83: > Unfortunately that's how software development works. The bug in FF37 was > introduced long ago in the pipeline to release -- that's why it's taking > time to find. I did see on a FF forum somewhere that 37 introduced a new > security feature that had to be withdrawn -- perhaps relics of this are > causing an instability somewhere and why Norton is implicated. We just have > to be patient while the coders pour over their material. Now Dan2..yes I know everything is not "bug" proof :>(. Yes it appears it may take some time..that is ok..I have stopped uploading my reports via FF..my images I still upload...but now it is crashing with just the computer on and I am just trying to relay what was going on at the time I noticed the crash, hopefully giving someone an idea where to look..but as a colleg prof said once in Statitistics.."repetition is the mother of learning." I may be repeating myself with info presented here but I am trying to give the people working on this as much info as I can. You and I are on the same page here Dan2...maybe David can ask Lawerence again if he can or did talk to Norton...
(In reply to Dan Pernokis from comment #89) > @David Major: > > I just went to Norton CHAT. Let's see how far this goes... > > >> There is an incompatibility between Norton Antivirus and FIREFOX Version 37. > >> Several crashes of >> FF37 are being attributed to this. > >> ** PLEASE PASS THIS TO YOUR SOFTWARE ENGINEERS FOR RESOLUTION ** > >> https://bugzilla.mozilla.org/show_bug.cgi?id=1153824 > >> > >> > >> Your case number: 21806922 > >> > >> Welcome to Norton Support, my name is Rohit. Please give me a minute to go through > >> the information you have provided. > >> > >> Hi Dan, I will do my best to help you with your concern. Before we proceed, > >> Firefox version 37 is compatible Norton toll bar. > >> > >> Yes, we think so. But the coders at Mozilla (Firefox) know that Norton Antivirus > >> is causing the problem, but can't get technical info from Symantec. Since your > >> stuff is PRIVATE and ours is PUBLIC, it makes sense for Symantec to take the lead > >> in degging this issue. So please just pass it on... > >> > >> If you suspect problem, I will pass it to Software engineers. Thank you > >> for addressing the issue. I appreciate it, Dan. > >> > >> THANK YOU! Well Dan you got further than I did last week..Norton shut me down right away..good job!!
(In reply to David Major [:dmajor] from comment #70) > - We can get an engineer from Symantec on the line to help > > Lawrence can you help with the latter? Sorry for the delay in responding. I e-mail a couple of contacts that the Firefox release management team has listed for Symantec asking for engineering help with this bug. I'll comment again when I have an update.
Flags: needinfo?(lmandel)
Thanks for the help Lawrence!!!
Possibly related information in a Symantec thread provided by Semantec. https://community.norton.com/en/forums/norton-360-toolbar-crashing-firefox-close
Further update, Symantec is working on reproducing this issue in house. I have put dmajor in direct contact with Symantec's engineers.
Lawrence & David, I read much of the Norton forum item (LM Comment 94). They seem pretty definite that disabling Norton Toolbar solves the problem. But Dan-o and I both have the toolbar disabled yet we still get the crashes -- mine on exit (or shortly after), Dan-o while actively using FF. (How do you disable the Norton Toolbar? I unchecked the "Norton Toolbar" box in the VIEW dropdown, and the Norton stuff is gone from the FF toolbar area -- is that enough?) And I concur with having FF crash on one machine (my tower) and not on our laptop (I don't run FF there very much, but it didn't crash at all for the handful of times I've used it.) I have also noticed the occasional sluggishness (I said "taking resources" in Comment 88) and there sometimes was the stub remaining. I have seen BIG instances of FF remaining a couple of times too, but that was the previous version. (I also reported keyboard sluggishness a few months back in a recent version of Thunderbird and was told it was a Norton issue -- hmmmm, are they out to get us? :)
Thanks for the update Lawrence..Glad Norton is becoming "proactive" in this. My "chat" with Norton had the tech disbale Norton via the same method as Dan2. I was told, not meaning it is reliable, that was sufficient to "diasble" NIS. Just FYI...will await further analysis by Symantec...Oh! Dan2,,if Symantec needs my account #, email me and I will provide it. All 3 of my machines included in my account have crashed at 1 time or another.
Mozilla has identified a change in Firefox 37 that may be in conflict with NIS and similar programs. We've removed that code from Firefox 38 because it's part of a feature that is not yet released (bug 1158849). Dan and Dan, could you try out the candidate build of FF38: https://ftp.mozilla.org/pub/mozilla.org/firefox/candidates/38.0-candidates/build2/win32/en-US/ This may stop some of the crashes in the short-term, but we'll still need to figure out how to resolve the conflict when that code is eventually re-enabled.
Flags: needinfo?(mdastro1)
Flags: needinfo?(dannyfox)
@ David Major... I installed FF38 without incident -- I presume the SETUP file was the one to use using a custom install to folder .../Firefox38. I can now run 37.0.2 or 38.0 at will. Trying 38 just a few times so far: no crashes seen. None for 37 either in the same timespan, but there were a few earlier today. I'll keep you posted -- immediately if there is any kind of crash, otherwise in a few days.
Flags: needinfo?(dannyfox)
(In reply to Dan Pernokis from comment #96) > Lawrence & David, I read much of the Norton forum item (LM Comment 94). > They seem pretty definite that disabling Norton Toolbar solves the problem. > But Dan-o and I both have the toolbar disabled yet we still get the crashes > -- mine on exit (or shortly after), Dan-o while actively using FF. (How do > you disable the Norton Toolbar? I unchecked the "Norton Toolbar" box in the > VIEW dropdown, and the Norton stuff is gone from the FF toolbar area -- is > that enough?) Please do continue testing 38. This is the most important right now. For future reference, I will just note that this method of disabling the toolbar is not enough. It just hides it. Norton's code will still be running. This explains why doing that didn't resolve the issue. If you need to disable the add-on in future, go to Tools > Add-ons, and click "Disable" next to the entry/entries for Norton/NIS. It will probably require a Firefox restart to become effective. NIS might also start complaining that you've disabled their protection (and/or force-re-enable the software in Firefox).
Excuse my ignorance but should I load all the files listed??? Dan
Flags: needinfo?(mdastro1)
(In reply to Danpbphoto from comment #101) > Excuse my ignorance but should I load all the files listed??? Dan Nope, if you install from this: https://ftp.mozilla.org/pub/mozilla.org/firefox/candidates/38.0-candidates/build2/win32/en-US/Firefox%20Setup%2038.0.exe that is enough.
I got it another way...installed now...Thanks..Downloaded zip and exe setup and it loaded fine..
It's only been a day since I installed the recommended FF38 but I'm jumping in early to report good news: I've been constantly in & out of FF much more often than usual in the past 24 hrs and so far no crashes. (I figure the fastest way to break it is to tell you it's fixed :) I've used private and public browsing, regular and https sites, *THIS* page and xe.com which notoriously resulted in crashes in 37, etc -- we're proving a negative, but so far no hiccups in FF38. I also ran FF37 "several" times throughout, hoping to see it fail, but it didn't. Not unheard-of, but for the number of executions, I usually would have seen it crash by now. And Gijs, thanks for the encouragement. The Norton Toolbar is still "disabled" in both FFs -- that is, not checked in VIEW -- but I did nothing to Norton other than normal updates. (Is it OK to re-enable it sometime?)
(In reply to Dan Pernokis from comment #104) > And Gijs, thanks for the encouragement. The Norton Toolbar is still > "disabled" in both FFs -- that is, not checked in VIEW -- but I did nothing > to Norton other than normal updates. (Is it OK to re-enable it sometime?) dmajor is probably better-informed than me, but I would have thought so.
Flags: needinfo?(dmajor)
Might as well re-enable it, given that disabling it doesn't seem to affect this bug.
Flags: needinfo?(dmajor)
OK, so how can we re-enable the Norton toolbar? In FF37, under VIEW I could check and uncheck a box. That disappeared as an option, but I was able to right-click the toolbar and still check/uncheck a box. But once enabled, VIEW shows it and I can check/uncheck. (Is that a bug or deliberate design: once disabled, NT eventually no longer appears in VIEW as an option?) In FF38, there is no listing of Norton Toolbar, neither under VIEW nor on the rightclick, nor in the OPTIONS bar (top right thingee). But under ADD-ONS, I see it is disabled and shown as "incompatable", so it probably is not even loaded. I guess we wait on Norton.
Ok..I will "report in" with Dan2...I have been working for about 5 hours WITH NIS enabled. Had multiple FF windows open to different URL's, had Outlook Mail open and had NIS doing scans and updates, working in Photoshop and uploading text to my publisher....nothing has happened so far. I opened and closed FF to see if any hidden" crash propmts came up and none did... So maybe you FF guyz are on to something... Dan-o
Last call.....been on computer all day(3:12pmEDT-Win7)) and as stated above..pused the "h" out of FF and no crashes!! Yeah!!..Will be on it again all day tomorrow..Hope all is AOK for you 2 DanP...
Wednesday...worked all day in FF doing just about everything from above PLUS dowloading music and burning CD's...Not a problem at all. Good job!
Another two good days here using FF38: nothing to report. I've been in & out often, I've had long-term windows open, multiple tabs in same window, and multiple windows -- all successfully, with no crashes. Norton Toolbar has not shown up. Often it is disabled for a day or two after a version upgrade, but since FF38 has not been released yet, I can understand Norton withholding it. (I miss safe-search, though :( Thanks, guys...
Ditto..Thanks!!!!
Firefox 37 will be EOL on Tuesday when Firefox 38 is released. I am therefore setting the status for this release as wontfix. From reading recent comments I think that we can mark Firefox 38 as unaffected and that we should leave this bug open as we are going to encounter this issue in a later release.
status-firefox37: affected → wontfix
Sounds reasonable to me, Lawrence. I guess I have two questions at this point, both related to having never used FF pre-releases: (1) Is the FF 38.0 version as downloaded a week ago THE version that will be released? If not, how do we "upgrade" to it? (2) Some of us installed FF38 in a special folder (".../firefox38" as opposed to plain ".../firefox"). How do we revert back to the standard (usual) installation? And can I presume the Norton Toolbar will make its way back once the official release is out?
Dan if I may interject here, might be wrong logic in my answer but I will submit and Lawrence or others can correct me...if you go to FF>Help> FF is showing 38.0 and auto checks for update which it does and sez FF up to date....will this change upon release of 38? Dan2
Hi Dan-o... After the visible version ID ("38.0") are build numbers (sub-versions, if you will). I just want to make sure my installed version will recognize that it is slightly out of date if the official release is newer (ie- a more recent build).
Got it Dan!!! Will await..... : >)
This morning I uninstalled my FF38 pre-release (from its non-standard location) and upgraded FF37 (in the standard location) to the newly-released official FF38. FF38 so far had been rock-solid -- no crashes -- and meanwhile I experienced only one or two crashes in FF 37.0.2 during that the time they co-existed (last night into this morning). A few minutes ago -- sad to say -- I noticed the crash window!! The new FF38 had died now just like its predecessor. FYI, I had clicked to run a couple of small HTML files of my own that simply display pairs of .gif button & title images. Simple code, just a series of image displays just like these -- some were even raw with no proper HTML head or body tags or anything, just the image lines: >> <img src="CBX_Resources.gif">&nbsp; <img src="../Org/CBX_Resources.gif"><br> >> <img src="CBX_SiteMap.gif">&nbsp; <img src="../Org/CBX_SiteMap.gif"><br> >> <img src="CBX_TableofContents.gif">&nbsp; <img src="../Org/CBX_TableofContents.gif"><br> ...terminated with HEX-1A. I tried repeatedly to make it fail, but it wouldn't. (During failures in 37, recall they often happened many times in a row and then not for awhile.) Prior to that, I had watched a series of news videos on CNN -- maybe that upset the Fox. I also had been looking at FF troubleshooting info and "about:buildconfig" stuff (researching an unrelated matter). So should we continue *THIS* bug (title says 37), or do you want to restart for 38?
Flags: needinfo?(lmandel)
Flags: needinfo?(dmajor)
Oops -- you'll probably want this: bp-c4b5fb23-1b8d-489c-81be-691962150513 12/05/2015 11:34 PM
One further observation: The previous (pre-release) FF38 did NOT allow the Norton Toolbar to be activated -- it was explicitly disabled by FF as "not compatible". The new official version immediately had the NT activated and visible the moment FF first loaded.
DanP..I am probably missing something here..but my Norton Tool Bar has been visible thru all of the pre release of 38..I just checked FF for updates and 38.0 was latest version and installed...everything seems fine but I was out yesterday and will be busy today..would you want me to check something for you(and me) to help?? Dan2
Also... the 2 other computers running FF 37 all say when trying to update that FF37.0.2 is latest...should that be correct if official 38 has been released??
Hey Dan-o... See my Comment 116 - it could be that your pre-release FF38 was a slightly different build than mine. I never had the option to disable the Norton Toolbar because it was already automatically temporarily disabled by FF, typical for the few days following a new release. (It just automatically showed up again with the real release.) When I checked version yesterday, knowing that FF38 was being released (Lawrence Mandel Comment 113), it was normal & expected for FF37 to recognize the new release. I wondered about my 38, but it too recognized it was out of date -- weird, it was "38.0" and asked if I wanted to upgrade to "38.0" (ie- the same), but correct. It is NOT normal for an older version like 37.0.2 to ignore or not recognize a change in version. It MIGHT be that your 38 is/was closer to the real release (again, Comment 116). On the other hand, my netbook is at 37.0.2, and it too says "up to date". It could be that the v38 release has been halted -- same thing happened with 37.0, where it was released, recalled, and released again. @ ALL: I thought of something else. When I got FF 37.0, it was an UPDATE -- likewise 37.0.1 and 37.0.2 -- and all had crashes. My FF38 pre-release which worked perfectly was a FULL NEW install to a different folder, and I uninstalled it. My current FF38 was an update to the existing 37 -- and it still crashes. So it could be that some incompatibility exists since the upgrade from FF36 to FF37, perhaps a tiny module not replaced then and not being replaced now by 38. So... I've just downloaded a full new FF38 from mozilla.org as I did for the pre-release and we'll see what happens.
(In reply to Dan Pernokis from comment #119) > bp-c4b5fb23-1b8d-489c-81be-691962150513 12/05/2015 11:34 PM Unfortunately, what this tells me is that the underlying problem has been present the whole time. When you previously tried version 38, I am guessing one of two things happened: either Norton's FF38 code was not yet ready, and it is now; or, previously Norton didn't attach to your Firefox because it wasn't in the standard location. There's an easy way to test this, which is to try your nonstandard FF installation again. Does Norton still show as unavailable? Does it crash? > It could be that the v38 release has been halted -- same thing happened with > 37.0, where it was released, recalled, and released again. Yes, this has happened. Please download the installer manually for now. > So should we continue *THIS* bug (title says 37), or do you want to restart for 38? Please continue here. It's the same issue.
Flags: needinfo?(dmajor) → needinfo?(dannyfox)
@DavidMajor... I installed the "new" FF38 in a folder called "FF38", using the FF 38 Stub as downloaded from the public Mozilla.org. It loaded OK, Norton Toolbar was active. And yes, it crashed on exit -- didn't expect that, given a single execution. I couldn't uninstall it (only one listing this time for FF38), so I deleted the folder. My current-release FF38 still persists OK. Then I went back to the pre-release FF 38 Setup (extracted from the ZIP) and installed the "old" FF38 in a folder called "Firefox38". Again, displayed OK. I manually flipped between the two, looking at troubleshooting info to ensure two different versions of FF38 -- yes, there are. FYI, the "old" FF38 (prerelease) is: "20150503173159" The "new" (live) release from Tuesday May 12 is: "20150508094354" I've had to compile some of this text by copying to NOTEPAD so I could close & re-open FF -- otherwise the windows collide and troubleshooting info shows same for both. As long as I close one and open the other, no problem. But if I open a new window while an existing window is open, then the info shows the same. (Could be this is why FF37 didn't crash much while I had FF38 -- they may have been co-running sometimes.) BTW, it is the same profile here, and always has been. Now, given the above paragraph, something odd did just happen: I closed all FF windows, then clicked toolbar to open one. I got a popup saying "FF is already running". Clicked OK, then got something like "FF is missing or not available". OK, then loaded properly when I clicked the icon again. Closed and opened both a few times after and nothing strange happened. THIS is suggestive of the "shutdownhang" -- there was probably a stub in memory waiting to crash, but I relaunched FF too soon and got the legitimate errors instead. So my status is: I have both builds of FF38 installed and active. The live release from May 12th is default in the standard location. The prerelease is available on a second icon. Norton Toolbar is active in both. Live FF38 has crashed, but only on/after exit. Prerelease FF38 is not known to have crashed, now or previously.
(In reply to Dan Pernokis from comment #125) I don't expect the differences between the various FF38 builds to have an impact on this bug. Based on what you've reported, I conclude that the Norton toolbar code for FF38 was not yet released at the time that you first tried FF38. We're back to square one; this is going to need help from Symantec.
(In reply to Dan Pernokis from comment #123) > Hey Dan-o... > See my Comment 116 - it could be that your pre-release FF38 was a slightly > different build than mine. > > I never had the option to disable the Norton Toolbar because it was already > automatically temporarily disabled by FF, typical for the few days following > a new release. (It just automatically showed up again with the real > release.) > > When I checked version yesterday, knowing that FF38 was being released > (Lawrence Mandel Comment 113), it was normal & expected for FF37 to > recognize the new release. I wondered about my 38, but it too recognized it > was out of date -- weird, it was "38.0" and asked if I wanted to upgrade to > "38.0" (ie- the same), but correct. It is NOT normal for an older version > like 37.0.2 to ignore or not recognize a change in version. It MIGHT be > that your 38 is/was closer to the real release (again, Comment 116). > > On the other hand, my netbook is at 37.0.2, and it too says "up to date". > It could be that the v38 release has been halted -- same thing happened with > 37.0, where it was released, recalled, and released again. > > @ ALL: > I thought of something else. When I got FF 37.0, it was an UPDATE -- > likewise 37.0.1 and 37.0.2 -- and all had crashes. My FF38 pre-release > which worked perfectly was a FULL NEW install to a different folder, and I > uninstalled it. My current FF38 was an update to the existing 37 -- and it > still crashes. So it could be that some incompatibility exists since the > upgrade from FF36 to FF37, perhaps a tiny module not replaced then and not > being replaced now by 38. > > So... I've just downloaded a full new FF38 from mozilla.org as I did for the > pre-release and we'll see what happens. Hi Dan! This gets more involved by the minute....Yes I understood what you said in your comments above..I will leave my pre-install in for now and give it another workout tomorrow...just haven't had the time to work on the computer with house work going on...I will keep everyone informed when.... Thanks Dan, appreciate your feedback..
David - Given comment 126, are you still in touch with Symantec? Do we need to flag them in this bug or pass on additional information? (In reply to Dan Pernokis from comment #118) > So should we continue *THIS* bug (title says 37), or do you want to restart > for 38? Keeping this bug makes sense for the history as long as the underlying issue is the same. If we're confident that the issue with one with Norton and Firefox (seems we are), we can update the summary.
Flags: needinfo?(lmandel) → needinfo?(dmajor)
(In reply to Lawrence Mandel [:lmandel] (use needinfo) from comment #128) The mail thread seems to have stalled (you are CCed).
Flags: needinfo?(dmajor)
Just for the record, on 16-May-2015 I updated my FF to the release version of FF 38.0.1 and have been running it without incident. Not overly heavy usage, but typical -- so far, no crashes attributable to 3801 that I recall. It is now my "default browser" and the only version of FF installed. As before, I couldn't "uninstall" the non-standard FF38 pre-release installation without deleting everything, so I just deleted the folder in c:/windows/programs. (BTW, this is the first time I have NOT had the crash-free 38.0 pre-release co-installed.) And I AM running the Norton Toolbar. It automatically activated when I installed the release 38.0, so I just left it. Not sure what the problem is with Symantec (and don't need to know publicly), but perhaps it takes care of itself during its regular daily updates. (Or maybe 38.0.1 fixed it?)
Flags: needinfo?(dannyfox)
Blocks: 1153487
Severity: normal → critical
Summary: Since upgrading to ver 37.0.1 all PC running different versions of windows o/s crashing everyday. → Since upgrading to ver 37.0.1 all PC running different versions of windows o/s crashing everyday. With Norton Internet Security
Component: Untriaged → General
Whiteboard: [tbird crash]
I just had a cluster of crashes of FF 38.0.1 (public release version) this morning. I had left a window open overnight, then implicitly used a few tabs accessing *THIS* and related pages by clicking links in this morning's Bugzilla emails. (It was likely private browsing because I had been working on my business websites.) When I closed FF (one window of multiple tabs), I immediately saw the crash icon. I clicked "Restart FF" to see what came up (just an empty window - as usual if window had been private). When I closed, I got the crash again. Restarted, crashed, closed, repeat -- three crashes in total, a pattern reported previously in Comment 67. (There was no crash icon after the fourth window, and Windows Task Manager showed no FF "stub" in memory.) These are the three crash report links: >> bp-fd8228e3-e6ff-47f6-b49d-641b72150522 22/05/2015 10:43 AM >> bp-7f66e330-b6a2-47d5-b62f-b7c012150522 22/05/2015 10:42 AM >> bp-c7ba2d66-b558-45b0-b8a3-728a82150522 22/05/2015 10:42 AM Significant concurrent programs were my usual: (i) Thunderbird (31.7.0) -- always full-screen, so the crash window is buried; (ii) multiple tabs of Google Chrome on my secondary monitor -- typical displays of local website pages being edited (sorry, my web editor doesn't correctly link to any recent FFs); and (iii) a few instances of Windows Notepad. Note that I also had a cluster of three unrecorded crashes last night after inadvertently clicking on a spam link -- I got "several" popups and pop-unders which I closed as quickly as possible, some of which resulted in crash windows (icons). I quickly closed these too -- no recording, sorry. I ran FF a few more times without crashing before I left the window overnight which crashed this morning.
Two crashes this afternoon on FF 38.0.1 -- which I was perhaps able to predict. I was following up a real science story today when I clicked a link [open in new tab] that actually led to one of the British tabloid sites: http://www.independent.co.uk/news/science/rare-african-plants-signal-diamonds-lurking-under-the-surface-10242103.html FF immediately started running sluggish, like freezing or jumping when trying to pull the screen scroller bar down the side, then mouse icon not shape-shifting as it should, and taking a while to close the tab (red X). Almost like the site was simultaneously invoking every kind of viewer, decoder, video, and audio plugin known to man. I closed the entire FF window, then opened to check history, but then immediately closed and decided to check TaskMgr. There were two FF stubs ("firefox.exe") at 568 & 576 KB. I closed TM and waited for the crash windows. Nothing. (But I don't know that these stubs were in fact just recent or from previous runs.) After a few minutes I had to carry on and worked on other stuff, which meant in & out of various FF tabs and perhaps in & out of FF windows once or twice too. In any case, when I finally closed FF (and Thunderbird full screen), I noticed the two crash window icons. I clicked "Restart FF" in each to see where it went, but got empty windows in both cases. >> bp-ecff0e26-ddf5-435d-8eec-de2d52150523 23/05/2015 4:08 PM >> bp-bff70931-fba9-44b7-a7a3-01b5a2150523 23/05/2015 4:08 PM Because of how I clicked crash icons in my Windows toolbar, the first item listed is really the second, a long time (29 hrs) since the previous crash (reported in Comment 131). The second item is really the most recent, from only 97 seconds prior, which likely me closing out FF just prior to going in & out for the restarts. (I watched and never saw any crashes following the restarts.) There are still now the two FF stubs, and of course *THIS* instance fluctuating close to 149mb. I will manually end the stubs, and perhaps reboot too just to clean everything out.
Sorry to hear all of your problems Dan! Since upgrading to .01, I have not experienced any crashes. But then again I have not been testing it as hard as before due to work related assignments. I have a huge assignment with much uploading and photo editing in multiple windows and multiple FF tabs...will keep you informed. Dan2
Severity: critical → normal
Wayne, the severity status got undone. Can you reset it please?
Flags: needinfo?(vseerror)
Dan, I was given strict instructions by Bob Clary "to leave all parameters ALONE " That included the Status. It was changed from "critical" that I put originally to "normal" by someone else. I will change it back to "critical" but please do not retaliate on me for doing that Bob.
Severity: normal → critical
Hey Dan-o... Between Comment 130 and Comment 131, Wayne Mery upgraded the status to "Critical", because *THIS* bug is now preventing other development & fixes. (That's what "blocks <such-and-such>" means.) Somehow when you filed your Comment 133, the status flipped back to normal. I would have set it back but couldn't see how. I think because, as originator of this bug report, you have the ability to change status -- and did so accidentally. Senior Mozillans can override stuff too, and they do so as they work through a problem, which is what Wayne is doing now. So the status should stay as they set it from now on.
Got it! My fault...
Flags: needinfo?(vseerror)
Well it happened! bp-3ecf4ad9-bc1e-465e-9dfd-e52012150527 Crashed after Norton was loading todays "LiveUpdates". Do not know if crash happened while FF was opened or when I closed it because "crash report" only became on screen when Norton finished its "Live Update" and I closed the live update screen. Any progress working with Norton on this??? Dan
Dan-o, in your Comment 138, the crash probably happened before you saw the actual report window. The official crash report window displays in the background screen and would become visible only after all foreground screen items (Norton and most other apps) close up or minimize. I doubt the two are related, other than the Norton screen was obscuring the crash window. My experience varies -- sometimes the crash occurs a second or two after FF is closed, but sometimes it can happen well after (which is why we suspect the FF stub that remains in memory for reasons as yet unknown). [[ I have Win7, with the toolbar at the bottom and "always" visible, so I usually see a crash icon before I see the actual crash report window. There's a Windows option where the toolbar floats and is visible only when you mouse to the bottom -- if you use this option, it's likely you wouldn't notice the crash icon first as I do. If that's true, then you've just experienced the classic symptom of this problem. ]]
Hi Dan! That you state is true. It was after the crash actually happened as stated....hopefully FF/Mozilla is "talking" to Norton also.
Another...Downloading Norton "Liveupdates" and quick scan also checking email..bp-f40db0dc-9b65-49be-b8ef-c3d10215
I've just had my first crash on FF 38.0.5 which I installed at 2:34am EDT on 03-Jun-2015. >> bp-571fc11e-9b58-4297-8e5e-129c22150605 05/06/2015 5:54 PM I was leaving -- I think -- www.DomainsAtCost.ca ("DAC"), having been logged into an account in one "private" window, possibly in two tabs. But I had moments before been on the same site ("private" window, not yet logged in), and simultaneously in XE.com in a second tab, checking exchange rates in a popup. I had closed FF, then reopened DAC alone. I often get crashes when leaving XE.com, and I easily could have missed the crash icon while working on DAC. Meanwhile, I've noticed a trend: The majority of recent crashes has followed exit from a site that used a refresh, and the two most common culprits are XE.com and various Bugzilla pages such as *THIS* one. (On the other hand, I'm in & out of DAC all the time with no problems.) The XE.com site does have a periodic (60") refresh mode which sometimes kicks in automatically and sometimes waits (asks) if refresh mode is wanted. And as you all know, Bugzilla refreshes the page when you "save changes". I've had a few of each on FF 38.0.1 recently.
Sorry to hear this Dan. While I have not yet had any crashes, I have encountered a brand new problem since FF38.0.5. SSL and Certificate failures. I have 1 computer still on 38.0.2 and it works fine on the same sites but .05 gets error code: sec_error_SSL or error: untrusted site registry_sitename... But this is unrelated..Just FYI.. Dan2
@Dan-o... Unrelated, but sounds like a bug none-the-less. Document carefully when & how the problem appears -- especially if you can produce it on demand. Ideally, if you can go back & forth and say for sure that it happens on 3808 and not on 3802 under otherwise equal conditions & procedures, then please write it up as a new bug. (I haven't seen this issue lately, but I had issues with a certain site that was a little slow in responding. Can't be sure if the site was fixed or FF -- but I suspect the site.)
(In reply to Dan Pernokis from comment #144) > @Dan-o... > Unrelated, but sounds like a bug none-the-less. Document carefully when & > how the problem appears -- especially if you can produce it on demand. > Ideally, if you can go back & forth and say for sure that it happens on 3808 > and not on 3802 under otherwise equal conditions & procedures, then please > write it up as a new bug. > > (I haven't seen this issue lately, but I had issues with a certain site that > was a little slow in responding. Can't be sure if the site was fixed or FF > -- but I suspect the site.) I know Dan but I thought I would mention it none-the-less......building ticket proof now...it is happening allot on v08, SSL/?? errors and Will not allow me access past "HOme" website" page. but never on 02 same sites Also per our problem..did Norton ever get back to you on your case? I have one in also and they continually blame Mozilla..had 5 screen sharing sessions with 3rd Tier support and they show me line code info that may be causing problems with their latest and greatest NIS but it is always the "canned" answer..."Not my problem". And I do not have the wherewithall to condradict. When I try to take screenshots of the page we are viewing for Mozilla...when i paste..it never stays..just blank page..
Now crashing with regularity again... beb30e52-9cce-4cdf-843f-c20cc19fb485
(In reply to Danpbphoto from comment #146) > Now crashing with regularity again... > beb30e52-9cce-4cdf-843f-c20cc19fb485 now above crash report has changed to this: bp-c7fa4376-bbdb-435a-b09c-32c8d2150608
Crashing all the time now!!!!!! Need help badly..lost work.. bp-fbf23c40-b297-4efe-aa98-4fb832150608 1 minute ago bp-425a7507-503e-4d9c-84a2-97d6e2150608 51 minutes ago bp-c7fa4376-bbdb-435a-b09c-32c8d2150608 3 hours ago
I haven't had any crashes on 3808 since reporting June 5th. If this problem is with Norton as some think it is, then if you haven't done so, I suggest rebooting your computer. I've seen too many times lately where the NIS virus definition file corrupts or scrambles in memory during updates. (You can tell because a manual download fails, and trying to look at history for something like "Resolved Security Risks" comes up blank when we know there are at least some low-risk cookie removals, etc.) Reboot causes Norton to reload its modules and definition files properly -- which *might* resolve your issue, at least for awhile.
...And then it crashed just now leaving *THIS* page!! d471228b-2e4d-49f1-9e4a-56f46c3ef9f1 08/06/2015 6:47 PM
...I meant 3805 (38.0.5) in my Comment 149.
I have dropped in and out of this bug. So forgive me if this as mentioned before. Has anyone tried restarting Windows in safe mode with Networking and trying out the crash situation? If it is Norton, it is reasonable to assume their product will not be loaqded in Safe mode (along with a lot of other things)
Hi Matt... Dan-o might want to try that, since he can get umpteen crashes in a short time. But I go days without a crash, so how long does one run in safe mode (ie- without the necessities) waiting for a crash that might not come anyway in that time? There are a few sites that do crash me regularly, yet I can go in & out of them for days without incident, then get two or three in a row, then nothing again. Suspicions fall on Norton because (i)according to reports above, Norton binaries are fingered at the times of the crashes, and (ii) the crashes come & go in cycles (especially for Dan-o). This could be because Norton is always updating itself (and changing its internals), whereas FF is constant over the same time. Just a guess.
Norton tried that a a month or so ago Matt. Now according to Norton NIS was loaded(the icon was shown in the Safe Mode) and it still crashed..This is why Norton sez it is Mozilla..or 1 reason..they state quite a few. Just crashed while here: bp-6ef5725d-40d6-435e-af67-ae6de2150609. Lost all uploads to website I was working with... I wish Mozilla guyz would give us some kind of status update and if they are working with Norton on this. 3rd Tier Norton Support sez they are NOT and have never heard from them. Dan2- I gave them yours and my Incident reports and they confirm both of ours but again canned NIS answer" Not our problem!"
I'm now getting more crashes, but always on exit (as usual for me) rather than during execution (like Dan-o gets). No rhyme or reason I can see -- the usual suspects crash occasionally (but more often), and other random sites with nothing special happening seem to give grief now too. Running 38.0.5 which had been fine, no changes other than regular Norton NIS updates. (PS- Dan-o: the 3808 was a typo on my part.) I'm also wondering if any coders are working on this and is anybody deeply in touch with Norton?
Crashing all day, everyday....just FYI...was on phone with Norton T3 Engineering Support today for 3 hours today..had computer in "Safe Mode" running FF with 3 tabs open, 1 tab uploading script to publisher, Norton T3 Engineer was "screensharing"...error message popped up on screen while in another tab stating that "upload was terminated" WITH FF OPEN>>engineer went to tab and there it was FF crash report and FF still open..when FF closed the other FF Crash box appeared that I believe DanP, I and others usually get when closing FF. Unless Norton is lying, they state they have NOT heard anything from Mozilla Bug about any trouble. I am just stating what engineer said.....at least they are attentive enough to try tohelp. The 2 threads or more on Norton about this problem continue to grow and speculate upon, if ever, a fix.
Latest from Norton: "19-Jun-2015 | 1:42PM: lmacri commented on Norton 360 Toolbar is crashing Firefox on close Just a heads up that Symantec employee Matt Powers is asking users experiencing Firefox crashes to collect dump files and submit them to Symantec for analysis. Instructions are posted in DavidWeiman's thread Have Proved Norton Toolbar is Causing Firefox to Crash in the Norton Toolbar / Norton Identity Safe board. DavidWeiman's thread was started back in February 2015 and many of the posts in that thread seem to be related to the Identity Safe vault and crashes while Firefox is open, but I contacted Matt via a private message (PM) and users following this thread who are seeing Firefox crash on exit are also welcome to submit crash dumps. Just be sure you provide a link to this thread or at least mention the title "Norton 360 Toolbar is Crashing Firefox on Close" and state your specific problem (i.e., FF 37.x and higher crashing on exit when the Norton Toolbar is enabled) when you contact him via PM for instructions on how to upload your crash dump(s) to Symantec. ------------- 32-bit Vista Home Premium SP2 * Firefox 38.0.5 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.6 HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS Read more at the Norton Community"
This another from Norton.....DanP r u using any NVIDIA GPU cards? Hi danpbphoto: Regarding your recent post in phat monkey's thread Norton 360 Toolbar is Crashing Firefox on Close, did you follow my suggestion <here> and ask the Mozilla volunteers monitoring your bug report if you should try updating your graphics driver? If you look at the summary report for all Firefox crashes in the past 28 days with the signature [@ shutdownhang | WaitForSingleObjectEx | WaitForSingleObject | nvwgf2um.dll@0xa620a ] (where nvwgf2um.dll is a library associated with your NVIDIA driver) you will see that 100% of systems experiencing this crash have an NVIDIA graphics card, and your NVIDIA GeForce GT 430 graphics card (driver v347.88, released 17-Mar-2015) is at the top of the list. Here's a partial screenshot from the 28-day summary report <here (link is external)> in the Mozilla Crash Reports site: https://crash-stats.mozilla.com/report/list?product=Firefox&range_unit=days&range_value=28&signature=shutdownhang+|+WaitForSingleObjectEx+|+WaitForSingleObject+|+nvwgf2um.dll%400xa620a#tab-sigsummary
In fact I DO have an NVIDIA graphics card, but it's a Quatro NVS295 (circa 2010), original install on this machine. The driver is v311.15 from NVIDIA. Files are date-stamped 31-01-2013, with a few saying 06-03-2013. Driver releases since then have been in support of newer devices, nothing applicable to me, so I've never downloaded them. I did one time DL an update from Microsoft (Windows Update on 10-Mar-2012) for v295.73, and it caused something strange: There was a weird interaction with an Aquarium screen saver that had been running fine (occasionally when entering sleep mode, one of my two monitors would start "strobing" (flashing) while the other went black.) Newer drivers from NVIDIA did not fix the problem -- it just changed screens. Screen saver is no longer used, no problems since. I had a cluster of two or three video "hardware failures" (driver quits & restarts OK) about a week apart some time ago (2013-ish?). Seemed like a mouse movement triggered it each time. Microsoft (Windows Update) now has an optional update that Windows 7 Action Centre says may fix this, but I never installed it and the "failure" hasn't recurred anyway. (I would prefer the NVIDIA version in any case.) The last NVIDIA update I did was to v311.15, and it has run fine. (Despite newer releases, I'm hesitant to go further because what I have ain't broke.) And never had any objections from The Fox either -- FF seems to have run fine with it.
Latest from Norton Administrator: https://community.norton.com/en/comment/6430001#comment-6430001 READ THIS!!!!
Disabled Norton TB and works fine!!! Google is my search engine and Norton "bullets" safe browsing sites there anyway.
@DAN-O... I've had Norton Toolbar disabled for a day or so with no crashes. I've had clusters up to that point over the past week, so a day is not long enough for me to prove anything. But now that's moot because... In case you don't know, FF 39.0 has just been released today (July 5) and there's a new NT dated June-30-15. I've upgraded to 39 and re-enabled NT. I'm trying the usual suspects now (including *THIS* page) trying to make it crash. So far no luck -- well, good luck, actually, it hasn't gone down. @ALL... I'm about to push the magic button to post this, then close FF. If it crashes, I'll report back immediately. If it doesn't, I'll run for a few days before confirming the good news. :)
Hell's bells -- down it went! But the crash was of the "delayed" type -- several minutes after closing FF (above), because I watched & waited for almost a minute with nothing. Could have been the "stub" in memory that I've mentioned, but can't prove it. Norton (NIS) popup indicated it had been doing a quick scan while I was on my netbook (updating its FF at the time). I only noticed the crash icon after I came back and after doing a few routine checks of Norton logs. FF 39.0 (new today at 4:30 pm, run about 4:47 pm EDT as per above timestamp): bp-0db4880b-cdb6-4ee5-bb80-eecee2150705 05/07/2015 5:03 PM FF 38.0.5 (last crash, shortly before disabling Norton Toolbar, but none known since): bp-dae21bdb-9a99-45a8-9a97-68f9e2150704 04/07/2015 12:01 AM Note: Time on the "crash" link is 5:03, which is when I acknowledged the crash window. Logged time of the crash (ie- in the report) is 4:49 (20:49), two minutes after I closed FF (timestamp in comment #166, plus a few seconds to reload the page and close FF.) FYI, the TWO pages I ran which often crash the Fox: - xe.com, click on any rate to get a popup, then quit (or let window auto-refresh before quitting) - *THIS* page, post anything that causes page to reload, then quit (but usually OK if no posting)
(In reply to Dan Pernokis from comment #167) > Hell's bells -- down it went! > > But the crash was of the "delayed" type -- several minutes after closing FF > (above), because I watched & waited for almost a minute with nothing. Could > have been the "stub" in memory that I've mentioned, but can't prove it. > Norton (NIS) popup indicated it had been doing a quick scan while I was on > my netbook (updating its FF at the time). I only noticed the crash icon > after I came back and after doing a few routine checks of Norton logs. > > FF 39.0 (new today at 4:30 pm, run about 4:47 pm EDT as per above timestamp): > bp-0db4880b-cdb6-4ee5-bb80-eecee2150705 05/07/2015 5:03 PM > > FF 38.0.5 (last crash, shortly before disabling Norton Toolbar, but none > known since): > bp-dae21bdb-9a99-45a8-9a97-68f9e2150704 04/07/2015 12:01 AM > > Note: Time on the "crash" link is 5:03, which is when I acknowledged the > crash window. > Logged time of the crash (ie- in the report) is 4:49 (20:49), two minutes > after I closed FF (timestamp in comment #166, plus a few seconds to reload > the page and close FF.) > > FYI, the TWO pages I ran which often crash the Fox: > - xe.com, click on any rate to get a popup, then quit (or let window > auto-refresh before quitting) > - *THIS* page, post anything that causes page to reload, then quit (but > usually OK if no posting) DanP..I have permanently disable Norton Toobar for at least 2 weeks and not 1 crash!!!!!Even since upgrdg to v39 Now am about to enter a new BUG!!!! Since upgrading to FF v39 ....
Could somebody with update privilege please set status: "Status-Firefox39-affected" (Dan-o -- you can do this -- see the top panel, right side -- use the dropdown box -- thx)
Flags: needinfo?(mdastro1)
I've run since July 7th with Norton Toolbar disabled and NO crashes. Earlier today an automatic Norton update came through that upgrades the product to "Norton Security" v22.5.0.124 (had been "Norton Internet Security", aka "NIS", v21.7.0.11). Just minutes ago, I triggered a Windows restart that fully installs the upgrade. One of the settings asks to activate the NT in FF, so I did. Now I'm testing the new Norton with this new FF 39.0 -- and I'll let you know. My suspicion is that everything will work from now on. Dan-o and I both have (had) NIS, and we both have had the crash history since FF37, yet not too many others seem to have the issue -- otherwise everyone would be in a panic. And Norton seems to think it wasn't their problem -- and it probably wasn't once they put out their new version some time ago. I've always kept up-to-the-minute up-to-date with Norton, and it always insisted "You have the latest version" even though that obviously was not true. Well, now I have the latest-and-greatest-yeah-right and we'll see...
Agree 100%...
Flags: needinfo?(mdastro1)
"AB" did it DanP......
Status: NEW → RESOLVED
Closed: 10 years ago
Resolution: --- → INVALID
...And I'll confirm NO FF CRASHES of any kind (on any of my machines) since updating to new Norton Security.
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