This bug was filed from the Socorro interface and is report bp-48871503-7ba1-4433-b87b-44cd72130918. ============================================================= Was just sitting in a Google Documents spreadsheet and the browser crashed. When I restored the crash, it crashed again with with a slightly different crash signature: report bp-d9bab320-d60e-4da4-8885-b24782130918 I just upgraded to Firefox 24 yesterday and never saw either of these crashes prior to that. Running Windows 7 64bit on a Lenova T430 laptop.

Tracy, this has some volume on early 24.0 release data, can you take a look?

I've gotten a variety of different crashes since updating to Firefox 24. I have Roboform installed so I tried disabling the add-on it adds and the crashes appear to have stopped. I haven't had one for the past 2 hours where as before I was getting a few per hour, so Roboform may be involved.

The second crash posted by reporter is bug 682573. Could this be another variation off of bug 719114? Also, from crash stats it appears the bulk of the crashes are actually occurring on 24.0b10. Much less so on 24.0 release. URLs are the usual facebook, google etc.

2D3F3651-74B9-4795-BDEC-6DA2F431CB62 (Norton Toolbar) extension is showing up in the addon compatibility reports as a problem. BBDA0591-3099-440a-AA10-41764D9DB4DB is also Norton. Micheal: do you run Norton?

Yes I do. I'm running Norton Business Suite 20.4.0.40. It updated it's toolbar to 2013.4.3.4 yesterday which is supposed to be Firefox 24 compatible. http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24-and-Chrome-30-Support-for-Norton-Toolbar/td-p/1022717

I think more coincidental than cause, as Norton isn't highly correlated. I also don't see Roboform in add-ons correlations. But since your crashes seem to have gone away with Roboform disabled. We'll have to investigate more in that direction.

I've tried disabling the two Norton addons and disabling Roboform and "so far" it hasn't crashed, but it's only been about 10 minutes and sometimes it doesn't crash for nearly an hour. I'll do some more testing.

I'm curious to know if the crashes return with the Norton add-ons disabled and Roboform enabled.

I had disabled the Norton add-ons, re-enabled Roboform and then re-enabled Norton and was doing fairly well, having been up nearly 12 hours, but hit another series of crashes ( https://crash-stats.mozilla.com/report/index/d79bbe9f-13c5-4022-9214-204df2130919 ), so I disabled both Norton add-ons and left Roboform enabled and haven't crashes since then. I had contacted Roboform and they said it didn't appear to be caused by them. I found a large thread over at Norton's forums about crashing in Firefox 24, so it looks like Norton is the likely culprit (or a combo of Norton and Roboform since they use similar technology). http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24-still-crashes-when-the-NIS-toolbar-is-enabled/ Oddly, my home PC (Windows XP) isn't crashing, but it has a newer version of Norton (NIS 2014).

If it's Norton-related, it might be related to bug 918496 as well. And, actually, the correlations point to it now: 76% (182/238) vs. 5% (3270/61857) coFFPl24.dll 5% (11/238) vs. 1% (319/61857) 2012.5.18.4 60% (143/238) vs. 4% (2356/61857) 2013.4.3.4 12% (28/238) vs. 1% (581/61857) 2014.5.1.4 0% (0/238) vs. 0% (13/61857) 2014.6.0.10 0% (0/238) vs. 0% (1/61857) 2014.6.0.8 76% (181/238) vs. 5% (3262/61857) coUICtlr.dll 5% (11/238) vs. 1% (318/61857) 2012.5.18.4 60% (142/238) vs. 4% (2354/61857) 2013.4.3.4 12% (28/238) vs. 1% (576/61857) 2014.5.0.67 0% (0/238) vs. 0% (14/61857) 2014.6.0.8 72% (171/238) vs. 5% (2945/61857) coIDSafe.dll 60% (143/238) vs. 4% (2355/61857) 2013.4.3.4 12% (28/238) vs. 1% (576/61857) 2014.5.0.67 0% (0/238) vs. 0% (13/61857) 2014.6.0.10 0% (0/238) vs. 0% (1/61857) 2014.6.0.8 (Correlations are "seen in X% crashes with with this signature vs. Y% of the total Firefox crashes on that OS, within a day") So, it looks like we are not seeing this on 2014.6 versions (yet?) but we do on 2012.5.18.4, 2013.4.3.4, and 2014.5.1.4

Oh, and the correlations for [@ Interpret] in Firefox 24 look pretty much the same as in comment #10, so I'm adding it here as a secondary signature for the moment.

Per comment 9 and correlation data, I think we can be fairly certain this is Norton related, not Roboform.

Tracy were we able to repro any Norton issue as requested offline ?

I pinged marcia earlier. She said she would take a look at this on machines running Norton in the lab.

There are ~280 crash comments , please take a look at them to see most common scenarios. Also I think you should be able to install the toolbar on any windows machine, No ? this info on reproducibility will be very helpful to understand to see if this is an unbearable crash to our users. So far we know its not a start-up crash, but does it happen in 15 mins, 30mins or ~ an hour of browsing ? Any common action highly causing this ?

Unfortunately the toolbar is hooked into Norton's software so just installing the toolbar likely won't do anything.

There aren't any crashes reported on Fx versions 23 or older. reports exist for 24, 25, 26 and 27 Uptime Range % # 5-15 min 32.28 % 636 > 1 hour 26.55 % 523 15-60 min 15.53 % 306 < 1 min 13.50 % 266 1-5 min 12.13 % 239 There doesn't appear to be any obvious commonality in URLs. I'm going to install Norton on my machines, then try to reproduce.

I resubscribed to Norton 360 on my wife's Win 7 Machine. It installed Norton Toolbar 2014.5.0.67, but it is disabled as being incompatible with Fx 24. Norton Vulnerability Protections 12.0.0.380 -1 extension is installed and enabled though. I had to install the disabled addons compatibility extension then enable the toolbar. So far no crash. Going to install the other 2 Norton subscriptions on my XP box and Win Surface Pro.

Turns out, enabling the tool bar only puts an empty bar into the browser. At least with the new installation of Norton and disabling add-on compat check so you can "enable" the toolbar. No luck reproducing on Win8 Surface Pro.

(In reply to Tracy Walker [:tracy] from comment #18) > I resubscribed to Norton 360 on my wife's Win 7 Machine. It installed > Norton Toolbar 2014.5.0.67, but it is disabled as being incompatible with Fx > 24. > Norton updates the toolbar via their LiveUpdate tool and it requires either a restart or "patch" (which basically kills Explorer and updates). If you run LiveUpdate enough times you should get Norton Toolbar 2014.5.1.4. That's the one people are having problems with. According to a Symantec poster, Norton is testing a possible fix for the crashing problems. http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24-still-crashes-when-the-NIS-toolbar-is-enabled/m-p/1027739#M14000

ah, thank you. after liveupdate, the toolbar is present. let's see if it crashes now.

I have two machines in the lab (Win 7 and Win 8) running with Norton Toolbar 2014.5.1.4 and I haven't yet been able to generate a crash.

It's definitely the Norton Toolbar that's causing the crashes. I started getting the crashes ever since I upgraded to Firefox 24 on 9/17, which was AFTER upgrading NIS with the new Toolbar, version 2014.5.1.4. I strongly suspected the Toolbar because there weren't any other new addons and it wasn't practical to run Firefox in Safe mode for very long periods, because the crashes were happening only every couple of hours. And there many pages of complaints about this - it's now up to ten, including mine. http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24-still-crashes-when-the-NIS-toolbar-is-enabled/td-p/1023987/page/10 Disabling the Toolbar immediately stopped all crashes completely for almost two days. I just re enabled the Toolbar two hours ago as a test and got another crash. I just sent the crash report, including a link to the Norton Forum. Norton is testing a fix for this and the "poster" on their forum is Tony Weiss, the Norton Forum Global Manager, so this is authoritative from the Developers. http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24-still-crashes-when-the-NIS-toolbar-is-enabled/m-p/1027739#M14000 Is Mozilla coordinating this with Norton's Developers? They absolutely should be, but it doesn't look like it on this Bug Report.

I think there may be interplay with Roboform. I had it installed but disabled it before updating norton. After trying to repor the crash, I decide to enable Roboform...crash! (and the roboform bar wasn't there on restart) Had to disable then reneable roboform for it to appear in the browser. No crash second time. Still waiting on it to be processed in socorro to confirm it is this crash... but potential. will try browser usage with these going. I briefly noticed Norton has some sort of password saving too? Perhaps the two are conflicting?

I know Norton used to license the technology that Roboform uses to save and fill in passwords from Roboform. I don't know if that's still the case though. Originally I found disabling Roboform stopped the crashes, but I then found disabling Norton Toolbar also stopped the crashes, so a conflict between the two is very possible.

ok, further progress reproducing (still no processed crash reports though). Enable and setup the Norton Vault. attempt to log in when at a page like maps.google.com. It may log you in, but quickly crashes.

I completely removed roboform from my system and still crash with Vault enabled.

Without setting up Vault crashes are less frequent, but occasionally happen when signing in somewhere. guessing this is still Vault injecting itself to ask if you want to turn the feature on. Still wating on crashes to process in socorro.

I do not wish to derail this bug but as it mentions Norton crashes and given the difficulty in searching the Sumo forum (for instance the hardlinked crash stats sumo searches probably do not return good hits) I just thought I would mention that there are threads relating to Fx24 crashes on the forum, where Norton software has been implicated. There are various crash signatures that have been reported. Some of the threads potentially of interest https://support.mozilla.org/en-US/questions/971510#answer-480503 https://support.mozilla.org/en-US/questions/971603 https://support.mozilla.org/en-US/questions/971622 https://support.mozilla.org/en-US/questions/971689 https://support.mozilla.org/en-US/questions/972082

For the record, confirmed my crashes during investigation yesterday are of this signature. John, most of the crashes posted in those threads are bug 719114 NEW --- Firefox Crash @ js::GCMarker::processMarkStackTop In those cases, it's likely some addon is in involved (not necessarily Norton, but could be). Thus the non-crashiness reported back by users when in Running Fx in safemode. As far as this bug goes, the best workaround I can recommend is to disabled the Norton Toolbar add-on. At least 'til there is a fix deployed on their end. Even if you don't use Vault, it will crash Fx occasionally when it tries to get you to use set up Vault.

(In reply to Julian Adler from comment #23) > It's definitely the Norton Toolbar that's causing the crashes. I started > getting the crashes ever since I upgraded to Firefox 24 on 9/17, which was > AFTER upgrading NIS with the new Toolbar, version 2014.5.1.4. > > I strongly suspected the Toolbar because there weren't any other new addons > and it wasn't practical to run Firefox in Safe mode for very long periods, > because the crashes were happening only every couple of hours. And there > many pages of complaints about this - it's now up to ten, including mine. > http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24- > still-crashes-when-the-NIS-toolbar-is-enabled/td-p/1023987/page/10 > > Disabling the Toolbar immediately stopped all crashes completely for almost > two days. I just re enabled the Toolbar two hours ago as a test and got > another crash. I just sent the crash report, including a link to the Norton > Forum. > > Norton is testing a fix for this and the "poster" on their forum is Tony > Weiss, the Norton Forum Global Manager, so this is authoritative from the > Developers. > > http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24- > still-crashes-when-the-NIS-toolbar-is-enabled/m-p/1027739#M14000 > > Is Mozilla coordinating this with Norton's Developers? They absolutely > should be, but it doesn't look like it on this Bug Report. Yes, we have been coordinating and escalating this issue with them. Based on latest information they are working on getting this resolved at their end with high priority. Also check, http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24-still-crashes-when-the-NIS-toolbar-is-enabled/m-p/1027739#M14000

(In reply to bhavana bajaj [:bajaj] from comment #31) > (In reply to Julian Adler from comment #23) > > It's definitely the Norton Toolbar that's causing the crashes. I started > > getting the crashes ever since I upgraded to Firefox 24 on 9/17, which was > > AFTER upgrading NIS with the new Toolbar, version 2014.5.1.4. > > > > I strongly suspected the Toolbar because there weren't any other new addons > > and it wasn't practical to run Firefox in Safe mode for very long periods, > > because the crashes were happening only every couple of hours. And there > > many pages of complaints about this - it's now up to ten, including mine. > > http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24- > > still-crashes-when-the-NIS-toolbar-is-enabled/td-p/1023987/page/10 > > > > Disabling the Toolbar immediately stopped all crashes completely for almost > > two days. I just re enabled the Toolbar two hours ago as a test and got > > another crash. I just sent the crash report, including a link to the Norton > > Forum. > > > > Norton is testing a fix for this and the "poster" on their forum is Tony > > Weiss, the Norton Forum Global Manager, so this is authoritative from the > > Developers. > > > > http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24- > > still-crashes-when-the-NIS-toolbar-is-enabled/m-p/1027739#M14000 > > > > Is Mozilla coordinating this with Norton's Developers? They absolutely > > should be, but it doesn't look like it on this Bug Report. > > Yes, we have been coordinating and escalating this issue with them. Based on > latest information they are working on getting this resolved at their end > with high priority. Also check, > http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24- > still-crashes-when-the-NIS-toolbar-is-enabled/m-p/1027739#M14000 Thank you for letting me know. I thought there probably would be coordination on something like this. Yes, the high priority at Norton's end is why I posted that link to Tony Weiss's post about them testing the fix. http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24-still-crashes-when-the-NIS-toolbar-is-enabled/m-p/1027739#M14000 [CheckMate] on the forums. They're not gonna put out that fix till they're sure it works right, so all we can do is wait. It's weird because when I re enabled the Toolbar to prove it caused the crashes, it crashed when I was replying on the Norton Forum. But when I tried to reproduce that, I couldn't - no crash. It just crashed again as I'm typing this comment, but it's not happening again. It's happened on a blog, but I couldn't reproduce that either. I haven't been able to find anything consistently correlated with the crashes - you can't find the crashes, the crashes find you - so I'm just disabling the Toolbar and waiting for an update on the fix from Tony Weiss, or the patch in a live update. I have a pretty good guess generally,why this happened. Norton completely redesigned the Toolbar - mainly Identity Safe. They made so many changes that I was working with a Symantec Employee on a couple of bugs and suggestions for improvements which he agreed with and escalated to the Developers This was definitely way more than a routine update of the Toolbar.

(In reply to [:tracy] Tracy Walker - QA Mentor from comment #30) > For the record, confirmed my crashes during investigation yesterday are of > this signature. > > John, most of the crashes posted in those threads are bug 719114 NEW --- > Firefox Crash @ js::GCMarker::processMarkStackTop In those cases, it's > likely some addon is in involved (not necessarily Norton, but could be). > Thus the non-crashiness reported back by users when in Running Fx in > safemode. > The threads I linked to were *all* ones where the original poster confirmed that the issue was Norton Software or at least crashes stopped on disabling the Norton toolbar or whatever. (Others posting in the same threads may have separate crash issues) Note there is now a short Sumo kb article https://support.mozilla.org/en-US/kb/firefox-24-crashes-with-norton-toolbar. > John, most of the crashes posted in those threads are bug 719114 NEW --- As I said various crash IDs were seen and crashes ceased when Norton toolbar was disabled. I am not trying to claim this bug's crash signature was seen, on Sumo just posting information for anyone interested in a possible further source of information on Norton Crashes.

As of yesterday, I am no longer able to reproduce this crash. The add-ons version # has not been bumped, but more details says it was last updated Sept. 30, 2013.

(In reply to [:tracy] Tracy Walker - QA Mentor from comment #34) > As of yesterday, I am no longer able to reproduce this crash. The add-ons > version # has not been bumped, but more details says it was last updated > Sept. 30, 2013. Hi Tracy, The patch has been released today, Oct.1,2013, for Norton v.21 products through LiveUpdate and other patches for earlier versions will be released soon. I also noticed a lack of crashes yesterday, Sept, 30, but apparently it was just coincidence because eventually they did start again. I finally re installed Firefox 23.0.1,which wasn't affected by the crashes, to be able to use the Toolbar. I updated Firefox and installed the Patch - so far, so good. http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24-still-crashes-when-the-NIS-toolbar-is-enabled/m-p/1030347#M14159 http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-24-still-crashes-when-the- NIS-toolbar-is-enabled/m-p/1030457#M14169 Run LiveUpdate until it asks you to install it, click Apply and Restart Firefox. When LiveUpdate downloads the Patch, it will ask you to close Firefox, if open, before installing it.

I've been running the updated Add-on for about a week and haven't had any crashes where as before I was crashing several times a day, so I think it's safe to say this problem is resolved.

it is also moving down on the top crash report...slowly.