4 Replies Latest reply on May 1, 2017 9:58 AM by Intel Corporation

    Firefox random but frequent black window

    hetzjagd

      For the last month or two I have an issue where the latest versions of Firefox randomly will turn the whole window black including the tabs and address bar (although you can still vaguely see a little of their outline).  While this is happening I can still blindly find and copy urls from the address bar.  I have googled and this seems to be a common issue with no particular fix.  This can happen with one tab open very early on in the browsing session or it can happen after a long browsing session with multiple tabs open - it doesn't seem related to stress or particular websites.  Sometimes the during the onset of this issue I can still see the minimise/maximise/close buttons and if I minimise then bring window back up it clears it and I can continue on but most of the time the black stays and I have to close and reopen Firefox.  I don't have a screenshot at the moment but I should be able to capture one and add it however it's very similar to what you see if you look at Google Image Search for 'firefox black screen' - it's mostly just black, not a whole lot to see anyway

       

      I have tried disabling "Use hardware acceleration when available" in Firefox however the issue still occurs sometimes and also the performance of Firefox drops on more intensive pages.  I have tried using the latest version of the HD 530 graphics driver from my motherboard manufacturers website (WIN64_21.20.16.4541) and I have also tried the latest driver from intel (win64_21.20.16.4627) and the issue is the same with both drivers.  Before installing the drivers I have uninstalled the old ones using the Display Driver Uninstaller software from MajorGeeks while running Windows in Safe Mode.  I use Chrome also but the issue does not occur there and the performance of the browser is fine, however I prefer Firefox's look and feel with the classic search bar.

       

      Category

      Questions

      Answers (N/A if not applicable)

      Description

      Provide a detailed description of the issue

       

      Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")

      Always (100%):

      Often (51-99%): X

      Sporadic (20-50%):

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      custom build. intel i3 6100 (3.70GHz)

      Hybrid or switchable graphics system?
      ie Does it have AMD or NV graphics too?

      intel HD 530

      Make and model of any Displays that are used to see the issue (see note2 below).
      LFP
      = Local Flat Panel (Laptop panel)
      EFP = External Flat Panel (Monitor you plug in)

      EFP - Kogan 27" Cinema Display WQHD 2560x1440 IPS LED

      How much memory [RAM] in the system (see note2 below).

      16GB (shared with onboard graphics)

      Provide any other hardware needed to replicate the issue.
      ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

      HDMI cable connecting PC to monitor.

      Hardware Stepping (see note1 below).

       

      Software (SW)

      Operating System version (see note2 below).

      Windows 8.1 Pro 64 bit

      VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

      Unsure where to find this.  Under Information center it says Graphics Output Protocol (GOP) Version:  9.0.1052

      Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

      21.20.16.4627

      SW or Apps version used to replicate the issue.

      Firefox 52.0.2 (32 bit)

      Configurations

      Single display, clone, or extended (see note2 below).

      Single display

      Display resolution & refresh rate setting of each display (see note2 below).

      2560x1440 @ 60hz

      AC or DC mode, i.e. is power cable plugged in or not?

      AC.  Power cable plugged in

      How to repro

      Please provide steps to replicate the issue.  These steps are very crucial to finding the root cause and fix.
      A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.

      1. Use Firefox
      2. I have seen this issue occur while browsing Reddit or Ozbargain but it occurs on other sites as well
        • 1. Re: Firefox random but frequent black window
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello hetzjagd,

          Thank you for contacting Intel Communities.

          I tried to replicate the issue using the following:

          • Intel® Core™ i7-6700K Processor (with Intel® HD Graphics 530) and graphics driver version 15.45.16.4627 (Latest)
          • Asus Z170 Deluxe motherboard.
          • Fresh installation of Windows® 10 64 Bit
          • Firefox version 51.0.1
          However; I was unable to replicate it.

          Since the issue you are having is only with Firefox and its latest versions, I would recommend contacting Firefox Community.

          Hope this information helps.

          Best Regards,
          JC
          • 2. Re: Firefox random but frequent black window
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello hetzjagd,

            I was reviewing this thread and I wanted to know if you resolved the issue or if you contacted Firefox for support.

            Regards,
            JC

            • 3. Re: Firefox random but frequent black window
              hetzjagd

              Hi JC

               

              Sorry for the slow reply.  The issue has not reoccurred recently although I am not entirely sure if it is fixed or waiting to happen again.  One potential cause that I and others have noticed is leaving the browser open for long sessions and I've been doing that over the course of a couple of days to try stress test it and so far it has worked which is positive.  I contacted Mozilla/Firefox but it's somewhat of a long running known issue across various different configurations of hardware and the thread about it can be found here 1163440 - random graphics corruption "screen turns black"

               

              Currently I'm on Firefox 53 so perhaps they fixed it between the version I was on when I posted and now.  I also have Use Hardware Acceleration turned on in the browser settings and I have the same setting turned off in the settings for Flash.  I'm still using the win64_21.20.16.4627 driver provided directly from intel instead of my motherboard manufacturer's website.  Hopefully that might help someone else that is having this issue.

               

              At this stage you may as well mark the thread as resolved but I don't think we have any sort of answer I'm afraid.

               

              Thanks for following up and trying to recreate the issue

              • 4. Re: Firefox random but frequent black window
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello hetzjagd,

                Thank you for the update. I am glad to hear the issue seems to be gone now.

                Please don't hesitate in contacting us if you need further assistance.

                Regards,
                JC