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Steevo1
Known Participant
February 4, 2015
Answered

Flash player has crashed, all the time now

  • February 4, 2015
  • 16 replies
  • 42204 views

I constantly get a message that flash player has crashed in firefox.

I just got a popup with the following:

Problem signature:

  Problem Event Name:    BEX

  Application Name:    FlashPlayerPlugin_16_0_0_296.exe

  Application Version:    16.0.0.296

  Application Timestamp:    54c2a331

  Fault Module Name:    fastprox.dll_unloaded

  Fault Module Version:    0.0.0.0

  Fault Module Timestamp:    4ce7b809

  Exception Offset:    6687a2d4

  Exception Code:    c0000005

  Exception Data:    00000008

  OS Version:    6.1.7601.2.1.0.256.48

  Locale ID:    1033

  Additional Information 1:    d151

  Additional Information 2:    d151bcab05eb38953b560fccb7469d66

  Additional Information 3:    6635

  Additional Information 4:    663571d693e332addba6685caad17886

This is the latest version.  I used the uninstaller tool and did a fresh reinstall. I did not delete all the directories from the old setting, so that might be next, but I feel like I am grasping at straws here.

The firefox installation is also the latest version.  I am on Windows 7 x64. Dual Xeons.

I do notice the flash control panel says (32 bit), which seems odd.

I read where it said to try turning off hardware acceleration, but I do not have such a setting in my CP, and I cannot get the flash player to work long enough to use the old settings panel.

Can someone give me some steps to isolate the problem?

    This topic has been closed for replies.
    Correct answer jeromiec83223024

    Since my last post two weeks ago no crashes or warnings have appeared.

    It appears to be fixed.


    Thanks for the feedback.  I'm going to close this thread, mostly because it's long and impossible to keep track of.  I'm marking this post correct, just to get it at the top of the first page for new folks coming across it in their search.

    If after updating to Firefox 40 *and* Flash Player 18, you're still having problems, please start a new thread for your individual crash.  It's so much easier to provide personalized advice that way.

    Feel free to mention me to get my attention (type the at sign, followed by my name and it will pop up in the auto-complete).  Please provide a couple new crash IDs like we've been doing in this thread, as they have all the platform details as well as the crash signatures and callstacks.

    Thanks again for all the effort and feedback here.

    16 replies

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    S
    Steevo1Author
    Known Participant
    April 18, 2015

    OK, now. I have not used facebook on firefox in a few days, and I have not seen the flash crashes.

    In fact, no firefox crashes.  But I now have  20 in the last 5 minutes.

    Not flash, however.

    Could be something else, or this could be all related.

    Flash is working on my fitbit dashboard, so that's just *not* the problem. Or not at the moment.

    This crash dump is quite a bit different from the last one.

    Signaturemsvcr120.dll@0xf608 More Reports Search
    UUID5f76b544-46a4-4c19-837b-279332150418
    Date Processed2015-04-18 21:05:58.383075
    Uptime105598
    Last Crash194616 seconds before submission
    Install Age1047385 since version was first installed.
    Install Time2015-04-06 18:09:13
    ProductFirefox
    Version37.0.1
    Build ID20150402191859
    Release Channelrelease
    OSWindows NT
    OS Version6.1.7601 Service Pack 1
    Build Architecturex86
    Build Architecture InfoGenuineIntel family 6 model 15 stepping 7 | 8
    Crash ReasonEXCEPTION_ACCESS_VIOLATION_READ
    Crash Address0x0
    User Comments
    App Notes
    AdapterVendorID: 0x10de, AdapterDeviceID: 0x0165, AdapterSubsysID: 033410de, AdapterDriverVersion: 9.18.13.900 D3D11-WARP? D3D11-WARP+ D3D11 Layers? D3D11 Layers- WebGL? EGL? EGL+ GL Context? GL Context+ WebGL+
    Processor Notessp-processor10_phx1_mozilla_com.5663:2015; MozillaProcessorAlgorithm2015; skunk_classifier: reject - not a plugin hang
    EMCheckCompatibility
    True
    Winsock LSP
    MSAFD Tcpip [TCP/IP] : 2 : 1 : MSAFD Tcpip [UDP/IP] : 2 : 2 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [RAW/IP] : 2 : 3 : MSAFD Tcpip [TCP/IPv6] : 2 : 1 : %SystemRoot%\system32\mswsock.dll MSAFD Tcpip [UDP/IPv6] : 2 : 2 : MSAFD Tcpip [RAW/IPv6] : 2 : 3 : %SystemRoot%\system32\mswsock.dll RSVP TCPv6 Service Provider : 2 : 1 : RSVP TCP Service Provider : 2 : 1 : %SystemRoot%\system32\mswsock.dll RSVP UDPv6 Service Provider : 2 : 2 : RSVP UDP Service Provider : 2 : 2 : %SystemRoot%\system32\mswsock.dll
    Adapter Vendor ID
    0x10de
    Adapter Device ID
    0x0165
    Total Virtual Memory
    4294836224
    Available Virtual Memory
    2360127488
    System Memory Use Percentage
    26
    Available Page File
    44004167680
    Available Physical Memory
    18994331648

    Report ID    Date Submitted

    bp-5f76b544-46a4-4c19-837b-279332150418

        4/18/2015    2:05 PM

    560297f1-edf6-4c39-bc70-78c5549f3bfd

        4/18/2015    2:05 PM

    3823e307-070f-427d-a2d1-5b7f27c42204

        4/18/2015    2:04 PM

    1c4d569d-b3a6-4bee-ac10-dd936ac4a60f

        4/18/2015    2:04 PM

    f1a29d83-8570-4cd3-9e4a-07136f2a3fdb

        4/18/2015    2:04 PM

    ddb08ef7-6896-4a5b-b8f6-4dbcf7fbfadc

        4/18/2015    2:04 PM

    4d9de9b2-5f68-4e9c-951b-899466ba387d

        4/18/2015    2:04 PM

    bp-aa6a9e9e-1ec1-4dc3-af9a-55d392150418

        4/18/2015    2:04 PM

    697a6e13-5ab7-41a0-a1e7-e92c9490acb9

        4/18/2015    2:04 PM

    16f996eb-1c5c-4751-ae46-bd800453936f

        4/18/2015    2:04 PM

    e747d971-97ee-4577-aa2a-c7b89f368391

        4/18/2015    2:04 PM

    8ba52c07-f6e4-49c6-a043-590c85d72b05

        4/18/2015    2:00 PM

    18bb381c-8668-4795-9e96-a2b304e84051

        4/18/2015    2:00 PM

    63bcb6fb-7c8e-4fbb-a868-2caf3d40d6cd

        4/18/2015    2:00 PM

    bc092089-ced0-4c68-b8c4-cfa3db0780de

        4/18/2015    2:00 PM

    0653a70c-6bab-48f6-93fb-67dbf59b3ac4

        4/18/2015    2:00 PM

    8cda2e9e-49e7-4b2f-bb28-df2cbe0b9d3a

        4/18/2015    2:00 PM

    a67591f4-5420-4f89-a991-eae8eaa5f0c9

        4/18/2015    2:00 PM

    4ced8104-a1cd-4ff2-8d94-cf7c340337b0

        4/18/2015    2:00 PM

    95810aeb-cd89-470d-b4ac-cd53f5fa133d

        4/18/2015    2:00 PM

    fa20ffd8-63b5-45b5-95a0-ce22cbc16be0

        4/16/2015    8:02 AM

    S
    Steevo1Author
    Known Participant
    April 17, 2015

    Ya know, it's definitely too early to tell, but since I stopped using facebook on firefox I have not had any crashes.

    I had originally said I noticed the issue while scrolling in facebook.

    Could facebook have been the problem?

    S
    Steevo1Author
    Known Participant
    March 27, 2015

    Here is one of the ARM service errors and the events from about:crashes from that date.

    They don't seem to correspond. At least the timestamp is not related.

    This particular system has CS3 on it, maybe that's a clue. Could this only happen on computers with CS3 on them?

    I had another error that occurred when I clicked on a pdf document, that was clearly an IAC problem, adobe epic something. I can't find it in the logs at the moment, I also discovered 100,000 logged errors about Bonjour service, which I disabled just now, so I will look again when the logs get a little quieter.

    Then after the error adobe reader launched fine.

    I did a little research, and as a result reran a registration program I found in the CS3 directory. That error went away.

    The description for Event ID 0 from source AdobeARMservice cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

    If the event originated on another computer, the display information had to be saved with the event.

    The following information was included with the event:

    Service started

    From the application event log:

    TimeCreated

    [ SystemTime] 2015-03-15T22:21:44.000000000Z
    EventRecordID25377

    bp-be97657a-a452-4cce-a17b-5c7422150315    3/15/2015    9:54 AM

    0a6d8b58-b115-43a5-b3ab-e3f34ae2ae5c    3/15/2015    9:52 AM

    0340763b-c90a-4d8e-ac5e-1ea040d9f93f    3/15/2015    9:52 AM

    217928d5-155a-484a-8810-6690a7ffff5e    3/15/2015    9:52 AM

    ded82a45-f1b1-4485-b711-1b4383619ca8    3/15/2015    9:52 AM

    b727c0df-fba8-4555-a53f-5be78d2de143    3/15/2015    9:22 AM

    564c8a2b-86b6-471c-a51f-bc9f3b7221a8    3/15/2015    8:36 AM

    3eb30aaa-b12f-4b4c-86d0-4482448b6020    3/15/2015    8:36 AM

    68d437aa-e298-4bad-b6b8-daf9350323c7    3/15/2015    8:36 AM

    bp-14ce8baf-698b-49da-bd35-81a062150315    3/15/2015    8:31 AM

    bc7f934a-74c5-4c75-8ce1-1ba92fedd65d    3/15/2015    8:27 AM

    ec759f06-44be-4b16-875b-027771c1d992    3/15/2015    8:27 AM

    76d04646-c13f-4eed-a316-9d5118f28302    3/15/2015    8:27 AM

    768c936d-5890-4f07-9b1a-0290fb9e4eae    3/15/2015    8:25 AM

    b760d15e-61ce-489b-9517-6f353dfd7c0e    3/15/2015    8:25 AM

    65c27aa6-ec08-4bdf-9883-6ef3c98dfc36    3/15/2015    8:25 AM

    288e53d0-6474-48ad-9eea-90eef9adebcc    3/15/2015    8:25 AM

    6c80ba38-350a-489d-93d6-1355984d89ec    3/15/2015    8:25 AM

    26d5a368-b9d1-4cae-9ca3-69fda2c3a1ef    3/15/2015    8:20 AM

    25ac4fb4-4d30-4621-bb19-0908eddef6a7    3/15/2015    8:17 AM

    583beb25-4a39-410b-8fcc-e7ee84b99c1d    3/15/2015    8:17 AM

    a0cc83c4-bc86-4779-a1d9-ba35e7e82fb6    3/15/2015    8:17 AM

    c908a961-5e05-4b28-9916-ecdedc103152    3/15/2015    8:17 AM

    3776067b-2916-4313-977b-99411761d75d    3/15/2015    8:17 AM

    59a618af-0145-4abe-b9f7-57db7ae215d1    3/15/2015    8:17 AM

    8252a0ab-b31e-409a-af9f-aff4c1de07b4    3/15/2015    8:16 AM

    6712817a-f667-4b9d-844d-0406919b3d33    3/15/2015    8:16 AM

    8af655d8-a1f6-456b-9da1-cd4ca0fa6712    3/15/2015    8:16 AM

    786795a9-3c6f-49f6-8780-b9800a8ec1a2    3/15/2015    8:16 AM

    0e1eaad5-37c0-472d-93b9-a41c799aaf8c    3/15/2015    8:16 AM

    88ee1544-b027-47b7-9aa7-7687130762a4    3/15/2015    8:16 AM

    dd59d870-ff49-4cef-821b-51728580dd33    3/15/2015    8:16 AM

    e6baecf4-e9c6-42c5-94dd-5eda5a61142a    3/15/2015    8:16 AM

    6f144c17-38eb-478e-9ace-13de8b2d93e8    3/15/2015    8:16 AM

    ab4dc96b-066a-40fa-b0fb-d12245f212cb    3/15/2015    8:16 AM

    4851005f-2319-404c-a076-71ef7e6d88b3    3/15/2015    8:16 AM

    38f29451-0130-4a36-ad0a-96c65e9758cc    3/15/2015    8:16 AM

    388ed69a-a186-42b5-adc3-7687847d8f59    3/15/2015    8:16 AM

    7049d941-9ce3-4651-a377-b261e2cbc180    3/15/2015    8:16 AM

    c0170a6d-4f17-475a-a9dd-71302e4bc910    3/15/2015    8:16 AM

    92219203-dbdf-4105-842c-a6f2b9dd2316    3/15/2015    8:16 AM

    jeromiec83223024
    jeromiec83223024
    Inspiring
    March 27, 2015

    No, we've scoured literally hundreds of crash reports and spent at least several weeks of multiple experts' time at this point looking for a root-cause.  It mystifies both Mozilla and Adobe, as some people never see it, and others will hit it constantly.  There's no obvious correlation in terms of hardware, processor type, windows version, etc, and the crash reports themselves don't convey the level of detail necessary to walk the scenario back to the point where something went bad. 

    Frequently (especially with complex stuff like browsers), an interactive debugging session is necessary.  This means that you need to have a reliable way to reproduce the crash.  Short of that, you can basically guess about the cause, make changes, push them out to the world and then look at the telemetry to confirm.  That means you get one shot every couple months at making a fix, if you have something that you know is both safe and justifiable.  We've made a number of these kinds of blind fixes with limited success, but while they resulted in incremental improvements in the cases that we were able to identify in Flash code, they didn't drive the number down to levels that we would like.

    Both we and Mozilla have done extensive statistical analysis in the aggregate body of crash reports from the Firefox telemetry (fortunately, it's all public data) to try and find a common denominator, and we haven't found one.  The root issue is that there are deadlocks because either Firefox or Flash is waiting on a message that doesn't arrive, but they're very timing dependent. 

    Just to put it in context, with ~400 million daily user sessions in Firefox, this shows up in the crash reports about 8k times per day (it was actually 30k over the last 7 days, but I'm rounding up for padding).  Even if you add a 10x multiplier to that (assume 80k crashes/day), you've got a 0.02% chance to hit it, and that's from a day of ad-hoc browsing.  So, it boils down to a simple math problem: 1 / 0.0002 = 5000.  To hit it *once* per day, I'd need 5000 people just looking for that crash, or about 40k man-hours of testing.

    Even at 800k crashes/day, I'd need 500 testers to guarantee a single hit.  We don't like crashes in the field either (and I've been taking the heat for this one for years).  I promise, if it was easy (or even reasonably hard), it would already be fixed.  We've spent an obscene amount of time trying to get it fixed, and we've tried a number of blind fixes that have reduced the frequency incrementally, but haven't really put a significant dent in it.  We don't see it either with tools like Microsoft's AppVerifier (which simulate various weirdness that might make your app unstable) in play, and we don't see obvious defects through manual code audit and peer review, or with world-class static analysis tools (like Coverity), which we run on a nightly basis.

    Anyway, back to your issue.  The only crash report above that's actually submitted to mozilla is the first one that starts with bp-.  Once submitted, the name in about:crashes changes to a handle (starting with bp-) that I can search their database for.  The others aren't submitted, so I can't do anything with them.  You can click a few of them, (or if you want to do a bunch quickly, just go down the line right-clicking and opening then in new tabs), then refresh the about:crashes page.  The browser will pass everything over in the background, so you don't have to wait for the crashes to all load individually. 

    The crash that I *can* look up https://crash-stats.mozilla.org/report/index/be97657a-a452-4cce-a17b-5c7422150315 is absolutely the generic crash signature that I've been talking about (you can hit More Reports to see the extensive history and aggregate statistics related to it). 

    We hosted some really talented engineers from Mozilla this week for the purpose of allowing them to look at the source for both products together, and they were able to identify some issues in Firefox which had previously been discounted as Flash issues.  The changes look like they have the potential to put a bit dent in the overall hang frequency, and we're looking forward to watching the data once those fixes land.  I'm not sure exactly when they'll land at this point, but they're on a 6-week release cycle and very keen to get these fixes into the field.  You might see improvement in Nightly or Beta pretty soon as those changes make their way through the stability channels.

    I also saw that another bug that we asked for back in 2013 (869208 – Feature Request - Queue up larger buffers to send via NPN_Write‌) has shipped this week.  That will hopefully reduce the overall IPC traffic, and cut down on the overall recurrence of this kind of hang, particularly in video and audio playback.  Again, the stats will bear that out.

    S
    Steevo1Author
    Known Participant
    March 27, 2015

    So you are working on statistics, and you are stymied by the crash frequency. 

    That is why what I am offering here is such a boon.  No statistics.

    I have thousands of those crashes, and as of today I scroll facebook and I get those popups repeatedly about the plugin container.

    So I can reproduce it right now.

    If I had someone on hand who would like to work together for a few minutes we might get that crash down to zero, since right here, today, it's 100% reproduceable.

    We don't have to worry about statistics. 

    The information in the auto submitted crash reports is apparently inadequate to find the issue.

    But we can now look deeply.

    Here's the one that was while browsing facebook just now. 

    2c8a6a04-fac5-4d85-9b73-7a9575b2fe1c    3/27/2015    11:26 AM

    I can load any necessary debugger.

    S
    Steevo1Author
    Known Participant
    March 27, 2015

    So Jeremie, you have

    "done exhaustive analysis but it seems pretty random"

    I suspect what that means is the error does not occur for you in the lab.

    I dispute that it occurs random, it's happening for me 100% right now.

    Then it will just stop happening for a couple weeks.

    I have other computers here that it doesn't happen on ever.

    This is the only one with windows 7 x64, BTW.

    Why not get one of your real developers who works on that part of that project contact me by PM, and together we can look into things?

    I'm pretty sharp.

    Maybe I can help.

    S
    Steevo1Author
    Known Participant
    March 27, 2015

         Jeromie Clark   said

    The Mozilla crash reports from about:crashes are way more useful.  The information you're posting doesn't really tell me anything.

    Well, yeah.  But I figured you had seen some of those, and believe me, I have 10,000 of them. They all seem the same.

    I posted that other popup error because you guys are throwing up your hands. So here's something different. Maybe a nugget of information that would make one of the *real* programmers say "duh".

    jeromiec83223024
    jeromiec83223024
    Inspiring
    February 4, 2015

    See the video troubleshooting guide for instructions on how to disable Hardware Acceleration:

    Video playback issues

    If that doesn't work, if you can go to about:crashes in Firefox, submit the first few crashes by clicking on them, then pasting the resulting links here, I'd be happy to take a look.

    S
    Steevo1Author
    Known Participant
    February 17, 2015

    Jeromie,

    That settings tool depends on the flash player logo being visible so I can use the context menu to disable hardware acceleration.

    It's blank, crashed, so I can't do that.

    I used the flash uninstaller tool to start completely fresh.  No difference.

    Here's a recent crash dump. 

    Signature F1398665248_____________________________ More Reports Search
    UUID6c54211e-caa4-4d5c-822f-863052150217
    Date Processed2015-02-17 01:37:04.711037
    Process Typeplugin Shockwave Flash Version:16.0.0.305 Filename:NPSWF32_16_0_0_305.dll
    Uptime1
    Install Age534163 since version was first installed.
    Install Time2015-02-10 21:12:37
    ProductFirefox
    Version35.0.1
    Build ID20150122214805
    Release Channelrelease
    OSWindows NT
    OS Version6.1.7601 Service Pack 1
    Build Architecturex86
    Build Architecture InfoGenuineIntel family 6 model 15 stepping 7 | 8
    Crash ReasonEXCEPTION_BREAKPOINT
    Crash Address0x50ac7add
    User Comments
    App Notes
    AdapterVendorID: 0x10de, AdapterDeviceID: 0x0165, AdapterSubsysID: 033410de, AdapterDriverVersion: 9.18.13.900 D3D11 Layers? D3D11 Layers- D3D9 Layers? D3D9 Layers+
    Processor Notessp-processor07_phx1_mozilla_com.16024:2012; MozillaProcessorAlgorithm2015; non-integer value of "SecondsSinceLastCrash"; skunk_classifier: reject - not a plugin hang
    EMCheckCompatibility
    True
    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 :
    Adapter Vendor ID
    0x10de
    Adapter Device ID
    0x0165
    S
    Steevo1Author
    Known Participant
    February 17, 2015

    Incidentally, there are hundreds of those crash reports, dated today.  So this is happening a lot.  Here's another from a few hours ago.

    Same, I think.

    Signature F1398665248_____________________________ More Reports Search
    UUIDa9038a1d-8556-4bdf-9750-20a4c2150217
    Date Processed2015-02-17 01:40:15.435362
    Process Typeplugin Shockwave Flash Version:16.0.0.305 Filename:NPSWF32_16_0_0_305.dll
    Uptime0
    Install Age530636 since version was first installed.
    Install Time2015-02-10 21:12:37
    ProductFirefox
    Version35.0.1
    Build ID20150122214805
    Release Channelrelease
    OSWindows NT
    OS Version6.1.7601 Service Pack 1
    Build Architecturex86
    Build Architecture InfoGenuineIntel family 6 model 15 stepping 7 | 8
    Crash ReasonEXCEPTION_BREAKPOINT
    Crash Address0x52ce7add
    User Comments
    App Notes
    AdapterVendorID: 0x10de, AdapterDeviceID: 0x0165, AdapterSubsysID: 033410de, AdapterDriverVersion: 9.18.13.900 D3D11 Layers? D3D11 Layers- D3D9 Layers? D3D9 Layers+ WebGL? EGL? EGL+ GL Context? GL Context+ WebGL+
    Processor Notessp-processor05_phx1_mozilla_com.23157:2012; MozillaProcessorAlgorithm2015; non-integer value of "SecondsSinceLastCrash"; skunk_classifier: reject - not a plugin hang
    EMCheckCompatibility
    True
    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 :
    Adapter Vendor ID
    0x10de
    Adapter Device ID
    0x0165
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