Frequent Firefox crashes, error report says nmsvTree.dll

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Are there any known issues with Covenant Eyes and Firefox? I frequently get Firefox crashes and the error report refers to nmsvTree.dll. I've been experiencing this for the past year and a half. I'm running Windows XP SP3, have the latest Covenant Eyes and Firefox (I've been experiencing this since either Firefox 3.5.x or 3.6.x on).
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Chance

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Posted 8 years ago

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Trevor Corbin

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Hello sadastronaut,

Thank you for contacting us, I apologize for the difficulties.

Do you notice any behavioral consistency with the Firefox crashes (e.g. it always crashes on the same website or websites)? I would also like you to check for any special add-ons or extensions that you have running in Firefox.

This is an issue that is rarely reported, so we may need to you to give us a call for troubleshooting. You can reach us at 1.877.479.1119. Our office is open 8 a.m - 12 midnight (EST-US) Mon. - Fri. and 10 a.m. - 6 p.m. on Sat.

Best regards,

Trevor Corbin
Customer Support Lead
Covenant Eyes
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Chance

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Trevor,
I'm been in contact a little bit with technical support, and they have been helping me some. I think adding to the problem is that I inform tech support that I think I found the answer, only to have Firefox crash again. I think the reality is that there are several issues caused by other programs and I have been weeding them out one by one. I think maybe Cisco VPN was causing an issue based on Firefox crash reports, so I uninstalled that.

Since then, I've still been getting crashes but now the crash reports seem to indicate something involving remote desktop (in addition to nmsvTree.dll), which I've been to get into my windows machine. Are you aware of any issues related to Remote Desktop and CE?

To answer your question, the crashes have been very inconsistent, although it seems to happen more frequently when opening multiple tabs. I have tried running with only minimal addons (I want to have at least Adblock Plus running, unless there is another adblock program running).

I think my current plan is to try running directly, without remote desktop, and see if I still get frequent crashes.

Thanks,
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Trevor Corbin

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I have not heard of any conflict with remote desktop programs. That isn't to say that it's not possible, but to my knowledge it has never been reported.

Have you had any crashes since removing the remote desktop software?

Also, have you ever used the Firefox Profile Manager? I might recommend creating a test profile in Firefox. This will be a clean slate profile with no add-ons, extensions, etc. You could test this "clean" profile for a while and see if you have any crashes. Try loading a bunch of tabs and try anything else that usually leads to a crash.

Let me know if the behavior is any different when using a clean Firefox profile. Thank you for you patience!

Best regards,

Trevor Corbin
Customer Support Lead
Covenant Eyes
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Chance

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Trevor,
It looks like Covenant Eyes Firefox crashes even when I'm not going through Remote Desktop.
I can try running Firefox with a clean profile, but I should let you know I tried running Safari and am getting the same error (nmsvtree.dll).

I did see on another post that someone was having issues due to Bonjour. I don't think I need this program (unless it is essential to running iTunes). Any possibility this could be causing issues? At the very least I can disable it in my Control Panel -> Administrative Tools -> Services.
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Trevor Corbin

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I want to make sure we are on the same page. The issue was that Firefox was crashing, not Covenant Eyes, right?

So, is Safari crashing now as well? Do you get a similar crash report, identifying nmsvtree.dll, in Safari? Please let me know. I would still suggest trying a clean profile in Firefox. Let me know how that works.

As for Bonjour, that is required for networking wirelessly with Apple devices. It is also required for iTunes home sharing, where your iTunes library can be shared between different computers/devices on your network. If this doesn't sound important, you can remove it. You can also reinstall it for free if you find out you do need it.
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Chance

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Yes, Firefox crashed, not CE. I apologize. I corrected it above. I'll try a clean profile in Firefox.
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Chance

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Hi Trevor,
I ran Firefox with a new profile, in safe mode, and I disabled all my plugins. I still had a crash. It seemed to happen more frequently with specific websites, 2 that I have in mind - info I can provide if needed.

To answer your other question, yes, Safari reported nmsvtree.dll as well.

Let me know if there's anything else you would like me to try.
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Trevor Corbin

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Thanks for trying the clean profile. Too bad it wasn't successful :(. I haven't given up though!

It would be great if you could let me know what particular websites this seems to occur on most often.

Also, do you have any other software installed that the average user would not have? If so, please send me a list of those programs.
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Chance

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Trevor,
The sites where it happens most often is http://espn.go.com/blog/big12 and http://www.wyou.fm/.

Probably the most unusual software I have is Perforce (www.perforce.com), specifically the Perforce Visual Client and P4Win. It's a version control program. I think Firefox would crash before this software was installed.

I also have the Proxy+ program. (http://www.proxyplus.cz/). I run this server for My Linux box so that it goes through Covenant Eyes.
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Chance

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Trevor,
I downloaded the lastest version of CE, the one released March 30. I'll let you know if I have any problems.
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Trevor Corbin

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I haven't heard any updates since you installed the latest version. Have you had any further issues with Firefox crashing? Let me know if it's behaving any better or worse.
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Chance

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Hi Trevor,
Yes, Firefox does still seem to crash, about once or twice a day.
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Chance

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Hi Trevor,
I've been running Opera for a while and haven't had any issues with crashing. So, it seems that Firefox and Safari both crash and point to nmsvTree.dll, but Opera doesn't. Chrome crashes sometimes, but I honestly don't recall if I ever saw anything pointing to nmsvTree.dll. I haven't tried IE. I'm still wondering if there is some other program causing the conflict between Firefox/Safari and CE. Anyway, I'm using Opera and have been content with that. Just thought I would give you an update. Thanks.
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Trevor Corbin

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Chance, thanks for the update; I appreciate that. I'll have to admit I was a bit thrown off by the name change!

Do Firefox, Safari, and Chrome all crash at the same sites that you mentioned before (http://espn.go.com/blog/big12 and http://www.wyou.fm/)? You wouldn't happen to have anything like Adblock running in Safari would you?

Are any other people in the community experiencing issues like this? Please let me know!
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Chance

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Okay, it looks like Chrome points to nmsvTree.dll as well, but doesn't crash as often as Firefox.

To answer your question, it's a little hard to tell. Yesterday chrome crashed while visiting espn.go.com, and it didn't crash on wyou.fm. I tried going to both sites just now in Firefox but they didn't crash, but I would still assert that, at least in Firefox, it does crash more frequently on these sites, or at least it did. But with the four browsers, they do crash somewhat intermittently. It may happen more often when I open multiple tabs. The only exception so far is Opera, which has not crashed on me yet.

I'm also looking at any specific features of the site. The site http://espn.go.com/blog/big12 seems to take a while to load. It is a big page and will often have multiple embedded videos. The site http://www.wyou.fm/ just has slightly weird formatting with 1 or 2 scroll boxes.

I'm using Chrome at the moment and will try to see over the next few days if it tends to crash frequently while going to the previously mentioned sites.
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Trevor Corbin

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Hey, Chance! I wanted to check in and see how Chrome is going. You might also be interested to know that someone else has reported this issue on a separate thread.

Feel free to check it out.

He mentions that IE9 has worked without issues. Have you tried IE yet?
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stepheneadams

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I have uninstalled Chrome and FF4.01 as well as CE. Now I am scanning my drive with Spybot and F-secure to make sure there are no underlying matters. Then I will reinstall FF and see what happens.

IE 9.0.8112.16421 64-bit seems to work with no issues

HP Pavilion dv7
AMD Turion II Ultra Dual Core Mobile M620 2.50 Ghz
Windows 7 SP-1 64-bit
4.0 GB RAM
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Chance

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Stephen,
Have you looked at the error reports for your browsers to see if they point to the nmsvtree.dll? In firefox you can type "about:crashes" in the address bar. For Chrome you can click somewhere in the crash dialog window to get additional details.

Trevor,
I'm not a huge fan of IE9, but if you think it would help diagnose the problem I can play around with it.
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stepheneadams

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I have employed IE9 only as a necessity. Not a huge fan of IE. Did not know about "about:crashes" before jumping into this mess. Will check to see what is there.
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Chance

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Stephen,
I would give Opera a try if your crashes are anything related to mine. It's the one browser that I haven't had issues with crashing, although I haven't tried IE9. I actually use Chrome, but the crashes are infrequent enough for me that it's worth it.
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stepheneadams

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Well, I was down to drastic measures. I was going to perform an in-place upgrade to Win7 and see if that would fix the registry. I screwed up and performed a complete install. Argh ! That should fix my laptop but I created more work than necessary. So, I now turn my attention to troubleshooting my desktop. I will keep posting to this thread.
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Trevor Corbin

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Hey Stephen, just wondering if you continue to have any issues with crashing. If not, what did you do to solve the issue? If you have a moment, I'd be happy to hear from you!
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Trevor Corbin

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Stephen,

Sorry about the extra work! That's no fun. If you have any continued crashing I would be very interested to know if nmsvtree.dll is mentioned in the crash report, as Chance mentioned earlier. If so, I will have you both send me a copy of your crash reports that I can then pass to our developers.

Chance,

I didn't know about "about:crashes" either. Thanks for the tip!
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Chance

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Do you want me to send it via email or is there a way to do attachments here?
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Trevor Corbin

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I don't think you can do attachments. However, if you have Jing, or something similar, you could take a screenshot and send me a link to it online. If not, you can send the attachment to support@covenanteyes.com with the subject "ATTN: Trevor".
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Chance

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Trevor,
I'm going to try not running my Proxy Server software on my computer and see if it helps. I know it has crashed before when I was not running it, but at this point I'm not going to rule something out just because Firefox happened to crash once or twice when trying something. I'll let you know how that goes.
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Trevor Corbin

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Chance, sorry to get back to you so late. I was in Charleston, SC last week and just got back. Man, was it hot down there!

I assume you've had a good deal of time to test this without the proxy. Any luck?
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Chance

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Hey Trevor, No problem. Seems to still crash without the proxy running. It's a long shot but I'm going to try running without the Google Talk app running. The most common element that seems to occur when crashing is the opening of multiple tabs, or opening the websites I mentioned. Is it possible that too much simultaneous online activity could cause a crash?
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Chance

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It doesn't look like Google Talk has anything to do with it.