876558 - startup crash in igd10iumd(32|64).dll with Intel graphics driver 9.18.10.3071

Status: RESOLVED WORKSFORME

(Core :: Graphics, defect)

Description

[S. L. Legg]

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/27.0.1453.94 Safari/537.36

Steps to reproduce:

I run Mozilla Firefox regularly (I believe it is the 21 branch at the time and currently) and I closed the program as usual and chose to reopen the program afterwords.  I recieved a crash report.  Initially, I was able to restart Firefox in safe mode, but was unable to fix the problem through any of the advised troubleshooting (such as disabling add-ons).  When I did reopen Firefox (even after several restarts of the computer) Mozilla still would crash and only open in safe mode.  I ran two virus checks and did not find anything.

I reinstalled Mozilla Firefox (the current version given on the site) and tried the reinstall several different ways, all of which has resulted in an even WORSE problem.  Mozilla crashes and doesn't even give me a way to get to safe mode.  I cannot access any of my favorites through Mozilla even so I can move them to another browser that actually works (such as Chrome or even Internet Explorer at the moment), since Mozilla Firefox claims to be open and working (even after a restart where I never touched Firefox).

I never installed any new plug-ins or add-ons or changed any core component of my computer before this problem occurred and when this problem did not exist.


Actual results:

Essentially: Not able to start Mozilla anymore even to get as far as safe mode as every time I try to restart firefox I get the same crash report over and over.  Below is the more detailed report of one of my attempts to start firefox.

AdapterDeviceID: 0x0166
AdapterVendorID: 0x8086
AvailablePageFile: 9473245184
AvailablePhysicalMemory: 3598761984
AvailableVirtualMemory: 4025004032
BuildID: 20130511120803
CrashTime: 1369706533
Email: [e-mail]
FramePoisonBase: 00000000f0de0000
FramePoisonSize: 65536
InstallTime: 1369678741
Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x0166, AdapterSubsysID: 05521028, AdapterDriverVersion: 9.18.10.3071
Has dual GPUs. GPU #2: AdapterVendorID2: 0x10de, AdapterDeviceID2: 0x0fd1, AdapterSubsysID2: 05521028, AdapterDriverVersion2: 9.18.13.697D2D? D2D+ DWrite? DWrite+ D3D10 Layers? D3D10 Layers+ 
ProductID: {ec8030f7-c20a-464f-9b0e-13a3a9e97384}
ProductName: Firefox
ReleaseChannel: release
SecondsSinceLastCrash: 329
StartupTime: 1369706532
SystemMemoryUsePercentage: 43
Throttleable: 1
TotalVirtualMemory: 4294836224
URL: 
Vendor: Mozilla
Version: 21.0
Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 1 : %SystemRoot%\system32\mswsock.dll 
 MSAFD Tcpip [UDP/IP] : 2 : 2 :  
 MSAFD Tcpip [RAW/IP] : 2 : 3 : %SystemRoot%\system32\mswsock.dll 
 MSAFD Tcpip [TCP/IPv6] : 2 : 1 :  
 MSAFD Tcpip [UDP/IPv6] : 2 : 2 : %SystemRoot%\system32\mswsock.dll 
 MSAFD Tcpip [RAW/IPv6] : 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 :  
 MSAFD RfComm [Bluetooth] : 2 : 1 : %SystemRoot%\system32\mswsock.dll

This report also contains technical information about the state of the application when it crashed.


Expected results:

Mozilla should have started.  And I would never have gotten a crash report, and if I did get a crash report I should have been able to start it in safe mode follow the advice, restart the computer and firefox and never see a crash report again.

Comment 1

[Scoobidiver (away)]

Please provide a crash ID (see https://developer.mozilla.org/docs/How_to_get_a_stacktrace_for_a_bug_report#How_to_get_the_crash_ID_if_Firefox_crashes_on_startup).

Comment 2

[S. L. Legg]

As I like to hit my head on a brick wall I have several crash IDs.  They all are the same story, though...  Here is the list I found:

Crash ID: bp-4a51ef32-e942-4793-97ce-a49182130527
Crash ID: bp-9bcaede3-d736-4ede-821e-e4bc82130528
Crash ID: bp-28a60186-b5b8-492b-b35b-e24b12130528
Crash ID: bp-50535e64-7031-4dc6-bdbb-78f732130527
Crash ID: bp-998325cb-d895-4bca-8aec-d00832130527
Crash ID: bp-a110009b-9ccb-456c-95eb-12bf12130527
Crash ID: bp-eb9db702-9ad0-40c6-8bca-265db2130527
Crash ID: bp-f76473f9-9a5b-402a-9df0-c233e2130527

I think that is all that is listed, but like I said all of these crash IDs are for the same problem so I would assume any would do for a Crash ID.  But, I'm not exactly sure.

Comment 3

[S. L. Legg]

I believe one of the first three crash IDs are the exact one for the information I provided.  The problem is an easy one to duplicate, though, and it does the same each time.  So I can get information to match up for sure if that would help.  Thanks.

Comment 4

[Scoobidiver (away)]

It's caused by your graphics drivers. Please update them or disable HW acceleration (see https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration).

To enter Safe Mode: Shift + double-click the Firefox icon.

Comment 5

[S. L. Legg]

Funny since my graphics drivers haven't been changed or updated in months and the problem started yesterday out of nowhere.  Hopefully updating the drivers doesn't mess up any core components of the computer.  And since the 'just let Windows figure this out' solution doesn't work, I'm currently working on the problem manually through the more lengthy and complicated process that is the normal route.  Whenever I do get both of my graphics drivers updated (I have an Intel and Nvidia), hopefully within an hour or so, I will report whether success has been achieved or not.

I still don't see a reason that Mozilla Firefox suddenly decides not to work when it has worked on the same computer using the same drivers with the same updates without any problem.  But, working on the suggested idea now.

Comment 6

[S. L. Legg]

Firefox is not quite working yet, but the original problem isn't occurring anymore...

Graphics card is updated; however, as I stated I have a new problem with Firefox.  Whenever I go to open Firefox I get the notice that states "Your Firefox profile cannot be loaded. It may be missing or inaccessible."  I went through the folders and found a normal looking profile in the normal location.  Because of this problem I have no way to open Firefox or transfer my favorites to another of the main browsers used by most people I know (Chrome or Internet Explorer).

I'll try to update and/or re-install Firefox and if a solution from that occurs I'll be sure to inform; however, considering my luck so far, I'm unsure if that sort of simple troubleshooting will really help the problem.  

If there are any suggestions to try beyond what I have stated I'm open to them and would be happy to make the attempts.  Thank you for the help so far.

Comment 7

[S. L. Legg]

IMPORTANT UPDATE:

Alright.  A clean re-install of Firefox has fixed that problem, though a normal re-install using old files isn't, bad news is that my old Profile is not working when I try to do the official switch as advised by the Firefox site.  Something in the old Profile is not working.  How do I get back all my favorites?  

Because there are about 200 bookmarks in that profile that are highly important that I have that would take me forever to find again and some I would never find.  I still have the old profile in a separate folder but like I said it isn't working with Mozilla Firefox now.

Comment 8

[S. L. Legg]

SOLUTION FOUND!

By merging files from the new base profile and previous profile I was able to restore at least all my favorites/bookmarks.  Old tabs that were open before problem occurred were not able to be restored and I am unsure of saved passwords and usernames as I rarely use that function and do not feel the need to test out that feature of the profile.

In the end, though, by MERGING a base profile that comes from a clean install of Mozilla Firefox and replacing all duplicate files of the base profile with previous profile information will restore bookmarks from a previous profile that is in some way corrupted.

Not a simple fix and not one that will probably ever be posted on the basic troubleshooting of Mozilla Firefox, but it works which is the important thing.

Comment 9

[Scoobidiver (away)]

(In reply to S. L. Legg from comment #5)
> Funny since my graphics drivers haven't been changed or updated in months
> and the problem started yesterday out of nowhere.
Maybe you updated Windows via Windows Update.

Please note that support requests should be done in the support forum, https://support.mozilla.org/en-US/questions/new, Bugzilla is for issues in the Firefox code.

Comment 10

[S. L. Legg]

(In reply to Scoobidiver from comment #9)
> Maybe you updated Windows via Windows Update.
> 

Not it, but thanks for stating the suggestion.  I don't have my computer set up to do any updates without prior approval, even via Windows Updates.  All updates on my computer (except the once a blue-moon virus that slips through and is fairly easy to solve) must go through the administrator of the computer to be done.  The administrator and only user of the computer is me.  Thus, not a problem on my side.  An update would have been the obvious problem and I wouldn't be questioning why Firefox and my drivers weren't interacting correctly out of the blue.  The problem is more bizarre because the 'oh yeah' factors aren't there to cause the issue.

And, the additional problem I stated is sort of Firefox code still to a point.  I'd never have had the problem if Firefox actually didn't randomly decide to mess up for no apparent reason.  Like I said, I tried all the support issues for the main problem ahead of going straight to Bugzilla.  If it was a normal or simple problem or something simple and obvious on my side I wouldn't have had to ask.  But thanks for the general suggestion for future reference for others.  Most users actually chose to do regular Windows updates via Windows Update.

Anyways, like I said I figured out how to get Mozilla Firefox to work in the regards I needed.  Glad I wasted 3-5 hours at least on fighting with that mess and being unable to access critical bookmarks for almost 24 hours until the problem was resolved.