Memory leak causing Firefox to lockup/crash with RADAR_PRE_LEAK_64

RESOLVED INCOMPLETE

Status

()

--
critical
RESOLVED INCOMPLETE
a year ago
10 months ago

People

(Reporter: rdorman, Unassigned, NeedInfo)

Tracking

({hang})

57 Branch
Points:
---

Firefox Tracking Flags

(Not tracked)

Details

(Whiteboard: [MemShrink])

(Reporter)

Description

a year ago
User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:57.0) Gecko/20100101 Firefox/57.0
Build ID: 20171206182557

Steps to reproduce:

General web browsing with the following extensions installed:
LastPass
OneNote Web Clipper
Cisco WebEx
WebRoot Filtering Extension


Actual results:

Firefox became unresponsive and had to be force quit.  The following was recorded in the event log:

P1: firefox.exe
P2: 57.0.2.6549
P3: 10.0.16299.2.0.0
P4: 
P5: 
P6: 
P7: 
P8: 
P9: 
P10: 

Attached files:
\\?\C:\Users\RYAN~1.DOR\AppData\Local\Temp\RDRF0E1.tmp\empty.txt
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERF0F2.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERF12F.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERF150.tmp.txt

These files may be available here:


Analysis symbol: 
Rechecking for solution: 0
Report Id: 5f0a43e4-abba-485e-908a-eb6d67a7c1d9
Report Status: 268435456
Hashed bucket: 7716f1ebb0de4631fe9182f0996f6796


Expected results:

Firefox should have continued to function normally
(Reporter)

Comment 1

a year ago
I tried to get the files referenced in the Event Log entry but they were gone.

Updated

a year ago
Severity: normal → critical
Keywords: hang
Whiteboard: [MemShrink]
User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:57.0) Gecko/20100101 Firefox/57.0
Firefox: 57.0.2, Build ID 20171206182557

I have not managed to reproduce the issue on Windows 10 x64, Ubuntu 14.04 x64 and Mac 10.12 with Firefox release (57.0.2) and the latest Nightly (59.0a1) build installed. I've installed the following add-ons: LastPass, OneNote Web Clipper; Cisco WebEx; (I could not find the WebRoot Filtering Extension add-on) and I have not encountered any hangs, freezes or crashes. While looking for the WebRoot add-on I've found the following support link https://support.mozilla.org/en-US/questions/1082889, so there is a chance that this issue is caused by it.
Could you please retest this issue without the WebRoot add-on installed?

If the WebRoot add-on caused this, then probably this issue is related to Bug 1371387.
Jim, could you please give us your opinion regarding this issue?
Flags: needinfo?(rdorman)
Flags: needinfo?(jmathies)
Marking this as Resolved - Incomplete due to the lack of response from the reporter.
If anyone can still reproduce it on the latest versions, feel free to reopen the issue and provide more information.
Status: UNCONFIRMED → RESOLVED
Last Resolved: a year ago
Resolution: --- → INCOMPLETE
Flags: needinfo?(jmathies)

Comment 4

10 months ago
I can confirm that this is still occurring on latest version of Firefox. We have hundreds of users and one of them is reporting this using Windows 7 x64 on new Thinkcentre hardware. Webroot add-on was installed, but disabled. Cisco Webex also installed. 

User clicked on a valid link in Yahoo webmail (I verified the link as a local news site), computer froze, CTRL-ALT-DEL yielded "Failure to display security and login options" and subsequent lockup requiring hard reboot. 

Application event log:

Fault bucket 393323512, type 426896045
Event Name: RADAR_PRE_LEAK_64
Response: Not available
Cab Id: 0

Problem signature:
P1: firefox.exe
P2: 59.0.0.6643
P3: 6.1.7601.2.1.0
P4: 
P5: 
P6: 
P7: 
P8: 
P9: 
P10: 
Attached files:
C:\Users\awilliams\AppData\Local\Temp\RDR70E2.tmp\empty.txt
These files may be available here:
Analysis symbol: 
Rechecking for solution: 0
Report Id: c5c7ec51-2841-11e8-a1eb-448a5b785bfe
Report Status: 0

Hope this helps someone else, let me know if I can collect more info (although the computer is hard to access during business hours).
You need to log in before you can comment on or make changes to this bug.