1427451 - Firefox 52.5.3 crashes in Windows 7

Status: RESOLVED INVALID

(Core :: Widget: Win32, defect)

Description

[u561858]

Attachment: Firefox-52-5-3-related-Windows-7-crash-report.txt

User Agent: Mozilla/5.0 (Windows NT 6.1; rv:52.0) Gecko/20100101 Firefox/52.0
Build ID: 20171226003912

Steps to reproduce:

Started Firefox normally and it was trying to load the home page set to: https://duckduckgo.com/ 



Actual results:

It crashed in two consecutive attempts. But, there were no Mozilla crash reports in the Crashes or in its Events subfolder.
Attached please find the error report generated by Windows 7 ultimate, 32bit. 



Expected results:

The issue of a slow startup and occasional crashes with Firefox 52.5.x go back several weeks. There is a discussion about the problem at Mozillazine here: http://forums.mozillazine.org/viewtopic.php?f=38&t=3036824

Comment 1

[YF (Yang)]

Did you see the Mozilla Crash Reporter window? Post a crash ID.
https://developer.mozilla.org/en-US/docs/How_to_get_a_stacktrace_for_a_bug_report

Comment 2

[u561858]

There was never any Mozilla Crash Reporter window. I could not even load the main page https://duckduckgo.com/. The screen went opaque, the cursor turned into a circle, and after a minute it crashed. All I have is the win7 error messages which I attached above. I checked the Crashes & the Events sub folder and they were empty.

In the past couple of weeks I've done numerous re-installs, always with a new profile. I didn't transfer any of the old data, but created new. Firefox never crashed in Safe mode, and never slowed down. 

Any newly installed Firefox 52.5.x worked well. The page load was normal for about 30 minutes, and then it froze for about a minute and recovered, but worked very slowly. Today was the first day that it crashed. None of the previous profiles had any crash reports.

Currently you can read my last post of this thread. http://forums.mozillazine.org/viewtopic.php?f=38&t=3036824

Comment 3

[u561858]

The Windows Event Viewer has no errors, and sfc and chkdsk found no problems. Also, Chromium and all apps function normally. 

Is there an analysis tool I can use to provide you with info while it's still running. If it crashes, I will provide you with the Task manager's dump file.

Comment 4

[Carmen Fat [:cfat] - Ecosystem QA, PTO until September 4th - NI to: [e-mail]]

Hi ineuw01,

In order to investigate this issue further, could you please share a performance profile report, using the gecko profiler addon from https://perf-html.io/?

Thank you!

Comment 5

[u561858]

Hi CarmenF, Sorry to have bothered you. I ran out of time and abandoned tracking down the problem, and reverted to FF 45.9.0 ESR which runs fine.

Comment 6

[u561858]

Attachment: Firefox 2018-01-08 01.18 profile.sps.json.gz

attached is the zipped .json file generated by the profiler.

Comment 7

[u561858]

Firefox 52.5.3 crashed again. I collected a bunch of different reports.

Uploaded Firefox crash report: https://crash-stats.mozilla.com/report/index/f800d226-8cc8-47c5-ace4-acaeb0180108

In addition I have the following files:

2018-01-08  01:20           225,553 Firefox 2018-01-08 01.18 profile.sps.json.gz	Gecko profiler report
2018-01-08  10:30         1,987,471 Firefox 2018-01-08 10.28 profile.sps.json.gz	Gecko profiler report
2018-01-08  13:22        90,536,319 Firefox (2).zip					windows DMP file zipped
2018-01-08  13:25            18,415 Mozilla crash report.txt				duplicate of the Firefox crash report
2018-01-08  13:26       330,962,342 Firefox.zip						windows DMP file zipped

Comment 8

[Carmen Fat [:cfat] - Ecosystem QA, PTO until September 4th - NI to: [e-mail]]

Hi ineuw01,

Thank you for providing the requested information.

@Mike, can you please have a look at the provided performance report (comment 6) and crash report (comment 7)? In order to see if there's any actionable item here?

Comment 9

[u561858]

I forgot to mention that this is a problem only in the Windows version. I also use the same browser in Linux Mint, where there are no issues. so far.

Comment 10

[u561858]

Attachment: Linux Firefox 2018-01-10 17.50 profile.sps.json.gz

Please contact me if more information is needed, with instructions on how to extract it in Linux.

Thanks.

Comment 11

[Mike Conley (:mconley) (:⚙️)]

I'm afraid the performance profile doesn't tell me much about why you might be crashing. The Windows crash information suggests that Firefox stopped responding for some reason and then the OS killed it.

The crash report shows a crash occurring during some cycle collection "within a JS context" during shutdown. But as this was during shutdown (which does not match the steps or behavior described in comment 0) I'm going to treat it as a red herring for now.

ineuw01, if you're able to reproduce this reliably, when it crashes for you, is Windows giving you some option to kill the process? Something like this?: https://screenshots.firefox.com/O5N0b5F2MJ55qgWE/pureinfotech.com

Comment 12

[u561858]

mconley, thanks for your comments and info and will do as requested. When you mention the crash report and shutdown, are you referring to the OS or Firefox?.

In the meanwhile I have been running various tests because approximately ~24 hours or so, a new or a refresh install Firefox slows down on start. The only time it starts super fast is in safe mode. In normal mode, without extensions, without bookmarks (~2500) doesn't make a difference.

I also copied to and pasted from the troubleshooting info clipboard the reports of both normal and safe modes and then used Textpad text editor's file compare tool. If it's possible to print this into a text file, I will upload the results.

Comment 13

[u561858]

Attachment: firefox-52-5-3-normal-safemode-comparison.txt

The < indicates the normal and > indicates the safe mode status.

Comment 14

[Mike Conley (:mconley) (:⚙️)]

(In reply to ineuw01 from comment #2)
> In the past couple of weeks I've done numerous re-installs, always with a
> new profile. I didn't transfer any of the old data, but created new. Firefox
> never crashed in Safe mode, and never slowed down. 
> 

After you created your new profile, can I assume you installed the same add-ons as were in your old profile? The ones listed in the about:support?

If so, can you reproduce the issue with all of your add-ons disabled?

Comment 15

[u561858]

If I just disable all add-ons but remain in normal mode, it makes no difference. It still loads very slow at startup.
If I startup in safe mode, (which I assume it disables more than just the addo-ns), then it loads very fast.

Comment 16

[Carmen Fat [:cfat] - Ecosystem QA, PTO until September 4th - NI to: [e-mail]]

(In reply to ineuw01 from comment #15)
> If I just disable all add-ons but remain in normal mode, it makes no
> difference. It still loads very slow at startup.
> If I startup in safe mode, (which I assume it disables more than just the
> addo-ns), then it loads very fast.

Thanks for clarifying this.

Since is not reproducible in safe mode, is pretty hard to find out what exactly causes the issue. Can be some custom settings, add-on or large data.
I'm moving this to the Widget: Win32 component until we can figure out which are the further steps in order to find out what causes this issue.

Comment 17

[u561858]

Attachment: WebGL2 Renderer failure?

Comment 18

[u561858]

Re: Comment 16. 

carmenf, thanks for your attention to the matter, and I am following this issue with the latest ESR version: 52.6.0 ESR and the problem remained the same as before. 

So, I created a new profile, removed the Firefox extensions included with the software in "C:\Program Files\Mozilla Firefox\browser\features" and added none other. In this mode Firefox 52.6.0 loads faster but still not as fast as FF 45.9.0 OR FF 58.0.0, both of which included extensions.

I did find something about the WebGL2 Renderer that may be of interest and I am attaching the text of the trouble shooting output.

Comment 19

[u561858]

The problem was found and resolved. It was a corruption of the Windows registry which affected several unrelated applications. Once the registry was repaired. Firefox 52.6.0 works fine. Please close this issue.