Firefox "start in safe mode" message

pbossley

Sorry for the long post, but I've done quite a bit of work to try to isolate this issue and want to capture all of that here.
Background:
I have 2 computers running 1 password linked to a 1 password account.
The first machine is my personal computer and is working properly. It is running Windows 10 Pro, with all updates applied, as well as the latest version of Firefox and the 1 password extension (4.6.11.91) and software.
(6.7.457) The second computer, and the subject of this post, is running Windows 10 Enterprise on a somewhat delayed update schedule administered by my work place. It is running the newest Firefox 55.0.3 and the latest 1 password extension and software version.
Every so often when using Firefox on the work computer, firefox starts with a message that says Firefox closed unexpectedly while starting, you can troubleshoot by running Firefox in safe mode, or refresh Firefox."
This occurs even with a fresh install of Firefox and a clean profile. In fact, I currently have 2 profiles, one with 1 password and 1 without that are exact copies of each other, and only the 1 password version behaves in this way.
The frustrating thing is that it doesn't happen every time I close Firefox and then later come back, just some of the time. I somewhat suspect it may be antivirus related, but I can't disable the antivirus on my machine even for testing due to security policy. If I take that 1p ff profile to another machine, it works fine. I have a ticket open with our desktop support team to see if they will be able to help, but I'm also reaching out here to see if anyone has any ideas.
Antivirus info below:
Trend Micro Office Scan
Component VersionsLast updated: 9/11/2017
Agent version: 12.0.1556
Agent GUID: 045b968c-0e7c-415a-ad94-17e467006d1b
Agent port: 45639
Server name/port: ANTIVIRUS:80
File Reputation Service: None
Web Reputation Service: http://osce12-0-en.url.trendmicro.com (available)
Suspicious Object list: None

---

Component Version Last Update
Virus Scan Engine (64-bit) 9.950.1006 8/9/2017
Virus Pattern 13.651.00 9/11/2017
IntelliTrap Exception Pattern 1.433.00 9/5/2017
IntelliTrap Pattern 0.235.00 8/16/2017
Memory Inspection Pattern 1.414.00 9/11/2017
Contextual Intelligence Query Handler (64-bit) 1.1.1038
Advanced Threat Correlation Pattern 1.111.00 6/21/2017
Advanced Threat Scan Engine (64-bit) 9.863.1025
Spyware/Grayware Scan Engine (64-bit) 6.2.4014 6/21/2017
Spyware/Grayware Pattern 18.71 9/7/2017
Spyware Active-monitoring Pattern 1.871.00 9/7/2017
URL Filtering Engine 3.9.1009
Smart Feedback Engine (64-bit) 2.55.1001
Behavior Monitoring Detection Pattern (64-bit) 1.697.64 9/6/2017
Behavior Monitoring Core Driver (64-bit) 2.976.1196 6/21/2017
Behavior Monitoring Core Service (64-bit) 2.976.1199 6/21/2017
Behavior Monitoring Configuration Pattern 1.235.00 5/2/2017
Policy Enforcement Pattern 1.237.00 7/31/2017
Digital Signature Pattern 1.520.00 9/7/2017
Memory Scan Trigger Pattern (64-bit) 0.012.64 6/21/2017
Program Inspection Monitoring Pattern 252046 8/2/2017
Program Inspection Engine (64-bit) 2.5.2056
Damage Recovery Pattern 17002 5/2/2017
Damage Recovery Engine (64-bit) 1.8.1051
Contextual Intelligence Pattern 1.022.00 6/21/2017
Contextual Intelligence Engine (64-bit) 1.2.1023
Damage Cleanup Engine (64-bit) 7.5.1056 6/21/2017
Damage Cleanup Template 1534 9/5/2017
Early Boot Cleanup Driver (64-bit) 1.5.1023
Network Monitoring Driver (64-bit) 3.0.1002
Network Filtering Driver (64-bit) 3.0.1012
Early Launch Anti-Malware Pattern (64-bit) 16 6/21/2017

---

1Password Version: 6.7.457
Extension Version: 4.6.11.91
OS Version: Windows 10 Enterprise Version 10.0.15063
Sync Type: 1password account

bundtkate

@pbossley: That's some seriously thorough testing! Thank you for all of the information you've already passed along. This would be the first I've heard of TrendMicro causing a problem, but it's certainly a possibility. Since you mentioned you're on a delayed update schedule for Windows 10, could you also let me know what Windows build you're running on this PC? To check, press Windows Key + R, type winver into the resulting Run dialogue and press enter. You'll get a pop-up with your Windows version (for me, that's Version 1703 (OS Build 15063.540). Drop that here so I can see if I can rule out your (possibly) older version of Windows 10 as a culprit before we start trying to blame TrendMicro.

Thanks! :chuffed:

pbossley

Microsoft Windows Version 1703 (OS Build 15063.540)

bundtkate

Thanks @pbossley! That rules that out pretty quickly -- same as me, so not Windows' fault. In that case, I'd like to ask you to create a diagnostics report from the offending PC:

Sending Diagnostics Reports (Windows)

Attach the diagnostics to an email message addressed to support+windows@agilebits.com.

Don't post your diagnostics on the forum, but do include a link to this thread in your e-mail so that we can "connect the dots" when we see your diagnostics in our inbox.

Once we see the diagnostics we'll take a peek and see if we can find any more clues. If it's possible to generate the report immediately following this Firefox error, that would be even more awesome, but don't stress about it if it doesn't happen frequently enough. :+1:

Thanks! :chuffed:

pbossley

Done. It happens regularly enough that it was easy to grab one right after one of those messages.

Greg

@pbossley: Thank you for sending it in! We will take a look and will get back to you as soon as possible. :+1:

ref: RPW-97551-281