1396728 - Windows 7 professional 64bit running Fx 51.0.1/55.0.3 64bit crash after a Firefox Refresh

Status: RESOLVED DUPLICATE of bug 1352458

(Firefox :: Migration, defect, P1)

Description

[xpeng]

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:55.0) Gecko/20100101 Firefox/55.0
Build ID: 20170824053622

Steps to reproduce:

We use the firefox 55.0.3 64 bit  to test video demo on windows 7 professional 64bit but can not see video. (demo :https://webrtc.github.io/samples/src/content/peerconnection/constraints/) ， so we refresh firefox in setttings. then we restart firefox , we find that the firefox crash in xul.dll always and can not access any website even about:crashes page.


Actual results:

1.firefox crashes everytime restart.
We first find the issue in firefox 51.0.1 64bit .  that's our tester' report before:
Windows 7  64bit professional +  Firefox 50.1  64bit  -  OK      
Windows 7  64bit professional +  Firefox 49  64bit   - OK
Windows 7  64bit professional +  Firefox 51.0.1  32bit  - OK
Windows 7  64bit professional +  Firefox 51.0.1  64bit  - Crash if refresh firefox
Windows 7  64bit Ultimate +  Firefox 51.0.1  64bit  - OK
Windows 10  64bit  +  Firefox 51.0.1  64bit  - OK
Now we find the issue also exists in Firefox 55.0.3 64 bit.
Windows 7  64bit professional +  Firefox 55.0.3  32bit  - OK
Windows 7  64bit professional +  Firefox 55.0.3  64bit  - Crash if refresh firefox



Expected results:

everything should be normal.

Comment 1

[Alex Chronopoulos [:achronop]]

Can you provide the crash id?

Comment 2

[xpeng]

(In reply to Alex Chronopoulos [:achronop] from comment #1)
> Can you provide the crash id?

we find that the firefox crash in xul.dll always  in windows's crash report(not the firefox crash report). and can not access any website even about:crashes page. there is no crash dump created.  we reinstalled a 32bit version of firefox 55.0.3 now, there is no crash dump in about:crashes page.  you can reproduce the issue in  Windows 7  64bit professional +  Firefox 55.0.3  64bit. or you could tell us to how to collect useful information for you.

Comment 3

[Randell Jesup [:jesup] (needinfo me)]

weren't there some issues with Refresh in 55?  Perhaps this is related; or it could be a separate bug entirely.

This sounds like Refresh is causing a perma-crash on startup, which is bad.  Can you loop in someone involved in Refresh?

Comment 4

[Liz Henry (:lizzard) (relman/hg->git project)]

Matt, can you take a look here since you worked on bug 1388611? Or, help us find someone to investigate for beta 56? Thanks!

Andrei, can your team help try to reproduce this in 56?

Comment 5

[Julien Cristau [:jcristau]]

Too late for 55.

Comment 6

[Matthew N. [:MattN]]

Are you saying you do get a Windows crash report? If so, please include a stack or more information about where/how it's crashing.

You are refreshing by clicking the button from about:support?

Comment 7

[Matthew N. [:MattN]]

Since this seems to be 64-bit-specific, I'm thinking you may be hitting some recent issues we've seen. Would any of the following third-party software be installed on affected computers?

* Bug 1268470 - crash in klsihk64.dll (Kaspersky security DLL)
* Bug 1347867 - crash in CrashReporter::OOPInit (Quick Heal antivirus DLL)
* Bug 1369361 - Startup crash in abort | _acrt_RtlGenRandom (Lenovo OneKey Theater)

Comment 8

[Matthew N. [:MattN]]

I can't reproduce this on my machine running the same OS version and Fx version. We really need to get more info about the crash and since the reporter knows the crash is in xul.dll there is likely more information about the memory address or stack which would be super helpful.

cpeterson, any idea who could help here if the reporter provides more info?

Comment 9

[xpeng]

my os's language is chinese, the os 's crash information is below:
问题签名:
  问题事件名称:	APPCRASH
  应用程序名:	firefox.exe
  应用程序版本:	55.0.3.6445
  应用程序时间戳:	599ed8ae
  故障模块名称:	xul.dll
  故障模块版本:	55.0.3.6445
  故障模块时间戳:	599edd23
  异常代码:	80000003
  异常偏移:	0000000000dc8407
  OS 版本:	6.1.7601.2.1.0.256.48
  区域设置 ID:	2052
  其他信息 1:	216c
  其他信息 2:	216c21f4f0b9e7875522b19a4053d62a
  其他信息 3:	46b3
  其他信息 4:	46b310b792c3147eda8707b67c041053


the crash dump I have captured manually . but the file is too large to upload. I can not find the pdp file the release(55.0.3.6445) belongs to. what should I do next?

Comment 10

[Chris Peterson [:cpeterson]]

@ dmajor, do you have any suggestions for how to get more information from a xul.dll startup crash that triggers the Windows crash reporter instead of the Firefox crash reporter?

@ xpeng, can you please share your about:support "Copy text to clipboard" information from 64-bit Firefox before you "Refresh Firefox"?

Do you have any third-party anti-virus or security software installed, such as Kaspersky or Quick Heal? Are you running Windows in a virtual machine or on real hardware?

You said that you could not see the WebRTC video in Firefox 55.0.3 64-bit on Windows 7 Professional 64-bit before you refresh Firefox. I wonder if there is a connection between the video not working and Firefox crashing after "refresh". Does the video demo work with Firefox 55 32-bit or a 64-bit version of Firefox before Firefox 55.0.3?

Comment 11

[xpeng]

(In reply to Chris Peterson [:cpeterson] from comment #10)
> @ dmajor, do you have any suggestions for how to get more information from a
> xul.dll startup crash that triggers the Windows crash reporter instead of
> the Firefox crash reporter?
> 
> @ xpeng, can you please share your about:support "Copy text to clipboard"
> information from 64-bit Firefox before you "Refresh Firefox"?
[xpeng]I can not open the page "about:support" now, because I have refreshed firefox. 

> Do you have any third-party anti-virus or security software installed, such
> as Kaspersky or Quick Heal? Are you running Windows in a virtual machine or
> on real hardware?
[xpeng] I do not install Kaspersky and Quick Heal. I run windows on real hardware.

> You said that you could not see the WebRTC video in Firefox 55.0.3 64-bit on
> Windows 7 Professional 64-bit before you refresh Firefox. I wonder if there
> is a connection between the video not working and Firefox crashing after
> "refresh". Does the video demo work with Firefox 55 32-bit or a 64-bit
> version of Firefox before Firefox 55.0.3?
[xpeng]It works fine in firefox 32bit version and Firefox 55.0.2 64bit before, except FF 55.0.3 64bit and FF 51.0.1 64bit on Windows 7  64bit professional

Comment 12

[Chris Peterson [:cpeterson]]

(In reply to xpeng from comment #11)
> (In reply to Chris Peterson [:cpeterson] from comment #10)
> > @ dmajor, do you have any suggestions for how to get more information from a
> > xul.dll startup crash that triggers the Windows crash reporter instead of
> > the Firefox crash reporter?
> > 
> > @ xpeng, can you please share your about:support "Copy text to clipboard"
> > information from 64-bit Firefox before you "Refresh Firefox"?
> [xpeng]I can not open the page "about:support" now, because I have refreshed
> firefox. 

about:support from a 32-bit Firefox on the same computer would be good enough. It will have information about your computer that would be the same for 32-bit and 64-bit Firefox.

Comment 13

[xpeng]

about:support

Application Basics
------------------

Name: Firefox
Version: 55.0.3
Build ID: 20170824053622
Update Channel: release
User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:55.0) Gecko/20100101 Firefox/55.0
OS: Windows_NT 6.1
Multiprocess Windows: 1/1 (Enabled by default)
Web Content Processes: 0/4
Google Key: Found
Mozilla Location Service Key: Found
Safe Mode: false

Crash Reports for the Last 3 Days
---------------------------------

All Crash Reports (including 1 pending crash in the given time range)

Firefox Features
----------------

Name: Application Update Service Helper
Version: 2.0
ID: [e-mail]

Name: Click-to-Play staged rollout
Version: 1.3
ID: [e-mail]

Name: Firefox Screenshots
Version: 10.12.0
ID: [e-mail]

Name: Follow-on Search Telemetry
Version: 0.9.3
ID: [e-mail]

Name: Multi-process staged rollout
Version: 2.05
ID: [e-mail]

Name: Photon onboarding
Version: 0.1
ID: [e-mail]

Name: Pocket
Version: 1.0.5
ID: [e-mail]

Name: Shield Recipe Client
Version: 55.1
ID: [e-mail]

Name: Web Compat
Version: 1.1
ID: [e-mail]

Extensions
----------

Graphics
--------

Features
Compositing: Direct3D 11
Asynchronous Pan/Zoom: wheel input enabled; scrollbar drag enabled
WebGL 1 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 00000000000076df) EGL_VERSION: 1.4 (ANGLE 2.1.0.dec065540d5f) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses
WebGL 1 Driver Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics 4600 Direct3D11 vs_5_0 ps_5_0)
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WebGL 1 Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_frag_depth EXT_shader_texture_lod EXT_texture_filter_anisotropic EXT_disjoint_timer_query MOZ_debug OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context MOZ_WEBGL_lose_context MOZ_WEBGL_compressed_texture_s3tc MOZ_WEBGL_depth_texture
WebGL 2 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 00000000000076df) EGL_VERSION: 1.4 (ANGLE 2.1.0.dec065540d5f) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses
WebGL 2 Driver Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics 4600 Direct3D11 vs_5_0 ps_5_0)
WebGL 2 Driver Version: OpenGL ES 3.0 (ANGLE 2.1.0.dec065540d5f)
WebGL 2 Driver Extensions: GL_ANGLE_depth_texture GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_pack_reverse_row_order GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_minmax GL_EXT_color_buffer_float GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_frag_depth GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_dxt1 GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_norm16 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_EGL_image_external_essl3 GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object
WebGL 2 Extensions: EXT_color_buffer_float EXT_texture_filter_anisotropic EXT_disjoint_timer_query MOZ_debug OES_texture_float_linear WEBGL_compressed_texture_s3tc WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_lose_context MOZ_WEBGL_lose_context MOZ_WEBGL_compressed_texture_s3tc
Audio Backend: wasapi
Direct2D: true
DirectWrite: true (6.2.9200.22084)
GPU #1
Active: Yes
Description: Intel(R) HD Graphics 4600
Vendor ID: 0x8086
Device ID: 0x0412
Driver Version: 10.18.15.4098
Driver Date: 1-19-2015
Drivers: igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32
Subsys ID: 309817aa
RAM: Unknown

Diagnostics
AzureCanvasAccelerated: 0
AzureCanvasBackend: Direct2D 1.1
AzureCanvasBackend (UI Process): skia
AzureContentBackend: Direct2D 1.1
AzureContentBackend (UI Process): skia
AzureFallbackCanvasBackend (UI Process): cairo
GPUProcessPid: 1772
Decision Log
WEBRENDER:
opt-in by default: WebRender is an opt-in feature
unavailable by runtime: Build doesn't include WebRender




Important Modified Preferences
------------------------------

browser.cache.disk.capacity: 358400
browser.cache.disk.filesystem_reported: 1
browser.cache.disk.smart_size.first_run: false
browser.cache.frecency_experiment: 2
browser.places.smartBookmarksVersion: 8
browser.sessionstore.upgradeBackup.latestBuildID: 20170824053622
browser.startup.homepage_override.buildID: 20170824053622
browser.startup.homepage_override.mstone: 55.0.3
browser.tabs.remote.autostart.2: true
browser.urlbar.lastSuggestionsPromptDate: 20170918
browser.urlbar.timesBeforeHidingSuggestionsHint: 0
dom.ipc.processCount.web: 4
extensions.lastAppVersion: 55.0.3
media.gmp-gmpopenh264.abi: x86-msvc-x64
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media.gmp-gmpopenh264.version: 1.6
media.gmp-manager.buildID: 20170824053622
media.gmp-manager.lastCheck: 1505699316
media.gmp.storage.version.observed: 1
media.hardware-video-decoding.failed: false
network.cookie.prefsMigrated: true
network.predictor.cleaned-up: true
places.database.lastMaintenance: 1505703676
places.history.expiration.transient_current_max_pages: 104858
plugin.disable_full_page_plugin_for_types: application/pdf
plugins.ctprollout.cohort: test
plugins.ctprollout.cohortSample: 0.047001
security.sandbox.content.tempDirSuffix: {73d62fac-c919-4ad6-a24a-9d1b37fd7900}
storage.vacuum.last.index: 0
storage.vacuum.last.places.sqlite: 1505703676

Important Locked Preferences
----------------------------

Places Database
---------------

JavaScript
----------

Incremental GC: true

Accessibility
-------------

Activated: false
Prevent Accessibility: 0

Library Versions
----------------

NSPR
Expected minimum version: 4.15
Version in use: 4.15

NSS
Expected minimum version: 3.31.1
Version in use: 3.31.1

NSSSMIME
Expected minimum version: 3.31.1
Version in use: 3.31.1

NSSSSL
Expected minimum version: 3.31.1
Version in use: 3.31.1

NSSUTIL
Expected minimum version: 3.31.1
Version in use: 3.31.1

Experimental Features
---------------------

Sandbox
-------

Content Process Sandbox Level: 1
Effective Content Process Sandbox Level: 1

Comment 14

[Chris Peterson [:cpeterson]]

Thanks. Unfortunately, I don't see any obvious clues explaining why the video would fail or why 64-bit Firefox would crash after a profile refresh. Someone with more Windows debugging experience will need to take a look..

Comment 15

[(Away)]

(In reply to Chris Peterson [:cpeterson] from comment #10)
> @ dmajor, do you have any suggestions for how to get more information from a
> xul.dll startup crash that triggers the Windows crash reporter instead of
> the Firefox crash reporter?

Yes - comment 9 is exactly what we need to recover this information.

0:008> u xul+dc8407
xul!mozilla::ipc::MessageChannel::SendBuildID+0x117 [c:\builds\moz2_slave\m-rel-w64-00000000000000000000\build\src\ipc\glue\messagechannel.cpp @ 1007]:
00007ffe`9de18407 cc              int     3

Possible duplicate of bug 1352458?

Comment 16

[Justin Dolske [:Dolske]]

Sounds close enough to me.