672329 - Firefox keeps crashing within seconds of starting - I have tried what I could from the help pages

Status: RESOLVED INVALID

(Firefox :: General, defect)

Description

[Zoe Hodgins]

Attachment: bp-94039e71-8b47-4946-abf9-476242110718.txt

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/534.30 (KHTML, like Gecko) Chrome/12.0.742.122 Safari/534.30

Steps to reproduce:

I started firefox


Actual results:

it crashed


Expected results:

I should have been able to browse the web

Comment 1

[Thomas Ahlblom]

bp-94039e71-8b47-4946-abf9-476242110718

0 	ntdll.dll 	ZwWaitForSingleObject 	
1 	ntdll.dll 	ZwWaitForSingleObject 	
2 	ntdll.dll 	NtQueryInformationProcess 	
3 	KERNELBASE.dll 	KERNELBASE.dll@0x3658f 	
4 	kernel32.dll 	kernel32.dll@0x11193 	
5 	kernel32.dll 	kernel32.dll@0x11147 	
6 	xul.dll 	google_breakpad::ExceptionHandler::WriteMinidumpOnHandlerThread 	toolkit/crashreporter/google-breakpad/src/client/windows/handler/exception_handler.cc:763
7 	xul.dll 	google_breakpad::ExceptionHandler::HandleException 	toolkit/crashreporter/google-breakpad/src/client/windows/handler/exception_handler.cc:520
8 	kernel32.dll 	kernel32.dll@0x5003e 	
9 		@0xcd0292f 	
10 	ntdll.dll 	ExecuteHandler@20 	
11 	ntdll.dll 	KiUserExceptionDispatcher 	
12 		@0x8c9d6ef 	
13 		@0xcd02b77 	
14 		@0x53dcdc5 	
15 		@0x53dd084 	
16 		@0x53f1920 	
17 		@0x53f239a 	
18 		@0x53d4cad 	
19 		@0x53d2d95 	
20 	kernel32.dll 	kernel32.dll@0x13399 	
21 	ntdll.dll 	__RtlUserThreadStart 	
22 	ntdll.dll 	_RtlUserThreadStart

Comment 2

[Thomas Ahlblom]

Does the issue still occur if you start Firefox in Safe Mode?
https://support.mozilla.com/en-US/kb/Safe+Mode

Comment 3

[Zoe Hodgins]

It still crashes in safe mode.  Thanks for trying to help.

Comment 4

[Thomas Ahlblom]

How about with a new, empty profile?
https://support.mozilla.com/en-US/kb/Basic+Troubleshooting#w_8-make-a-new-profile

Comment 5

[Matthias Versen [:Matti]]

It seems that your system is infected with malware.
There is a "xhvveypd.dll" injected in the Firefox process.
Try to locate that file on your hdd and send it to virustotal.com and update your virus scanner. It's possible that the filename of the dll is changing

Comment 6

[Tyler Downer [He/Him]]

http://www.bleepingcomputer.com/forums/forum22.html may help you as well, or get your computer cleaned by a professional

Comment 7

[Zoe Hodgins]

Thank you Matthias Versen (Matti).  Once I deleted the file "xhvveypd.dll" the problem seemed to be fixed.

Thank you all for your helpful advice!