Flash crashes going full screen in Firefox

Community Manager

Interesting. It's a low-volume crash, but it's exclusively on AMD processors with Intel integrated graphics cards. I'm 50/50 on whether this is our bug or we're just tickling something underneath us. I'll take a look and get back to you.

Thanks!

craigt5574109Author

Participating Frequently

Any further advancement towards a solution on why Flash is crash?

Community Manager

I opened a bug for investigation on January 19th. It's in the queue.

Just to set expectations, you're looking at at least a few months, particularly if the fix needs to come from another vendor.

Based on what I see in the crash dumps, I don't believe that it's ultimately going to be our bug, but I want to get a more detailed analysis, so I know who's bug it is (Mozilla, Microsoft, AMD, the GPU vendor, etc.).

My read is that we're making a very normal set of requests that should be totally fine, but on this very small set of machines, something is blowing up underneath us.

If you haven't applied all of the available firmware and driver updates for your system, that's probably a good idea. It may resolve the issue. If not, we'll eventually get to the analysis and most likely, file a bug with the appropriate vendor.

In terms of workarounds, you're probably looking at using a different browser in the meantime. If it's not specific to Firefox, that would also be a really interesting data point.

https://helpx.adobe.com/flash-player/kb/video-playback-issues.html

Community Manager

FWIW, a link to the Mozilla crash report (see the instructions on how to report a crash above) is far easier to get (you can just paste the link here) and it's way more useful than a video of the game crashing.

In the meantime, you can also try disabling hardware acceleration as an experiment, to see if it resolves the crash. If so, updating your graphics drivers will probably fix it. If no newer drivers are available, disabling hardware acceleration will at least give you a workaround until the vendor releases a patch.

Please work through the video troubleshooting guide.

If disabling hardware acceleration doesn't help, you can just turn it back on.

If you've already submitted the bug report and included the crash reports, if you could post the number here, I'll take a look for you.

craigt5574109Author

Participating Frequently

Good morning jeromiec83223024,

Please find the Bug Id, submitted on the 20th December 2017.

FP-4198730.

If you do require the video of the crash, I can attempt to make further arrangements with your assistance on where to load it too.

Additional note:

As part of my earlier fault diagnose i had disabled the hardware acceleration to no effect on going full screen. It was still crashing.

Thank you for your assistance.

Community Manager

Cool, definitely curious about the crash reports.

Apparently something happened to Mozilla's crash reporting system, and the data for the crashes you submitted was purged. Would you mind resubmitting any newer ones that you happen to have? You can just put a link in the thread here, and I'll get an email about it.

Thanks!

craigt5574109Author

Participating Frequently

Hi Maria,

I followed your instructions regarding video uploading to cloud, through the link you provided. I received an error message. I have an Enterprise account.

Community Manager

I recommend uploading it to some other file sharing location (that doesn't require login to access) and post the link to that in the bug record.

craigt5574109Author

Participating Frequently

Thank you.

I am half way through raising a bug report, just capturing some video to submit.

craigt5574109Author

Participating Frequently

Can i upload a video??

As it does not appear to be showing as attached when i click on "choose files"

Community Manager

I'm not sure if video attachments are allowed. You can try it. If not, you can upload the video to cloud.acrobat.com/send and include the URL to the file in the bug record. See How to share a file using Adobe Document Cloud.

craigt5574109Author

Participating Frequently

Hello Maria,

I can confirm that it is an Operating system of Windows 8 (not 8.1).

What would be achieved reporting it via the bug database, as it states there is no tracking number given, and I wont receive an answer from there.

Community Manager

What would be achieved reporting it via the bug database, as it states there is no tracking number given, and I wont receive an answer from there.

We would have a crash log to investigate further.

That note must be old, and may refer to a previous bug base we used. The current bug base does provide a bug number upon successful submission, as follows:

The bug ID number, in blue text, is a link to the bug record.

I believe you are also notified (via email) when comments are added, or other users vote on the bug.