Note: If you are a developer, see I'm a developer, and I need to report a Flash Player crash.

This document describes the process to report crashes in Flash Player. The information that you provide while reporting the crash can help Adobe improve Flash Player.

To report a Flash Player crash to Adobe, do the following: 

 1. Add a bug to the Adobe Bugbase

Before you add a bug to the Adobe Bugbase, ensure that you note the required information to include in the bug.

Information to include in the bug

  • Flash Player version on your computer.
  • A brief explanation of what caused the crash. Screenshots, a video, or both, of the steps are also useful.
  • The exact URL where the crash occurred. Even though the crash appears to occur in many places, providing the exact URL makes it easier to identify the issue.
  • A crash log. Depending on your browser and the operating system, see Create a Flash Player crash log.
  • System details. Depending on the operating system of your computer, see the following for more information: 

Steps to add a bug

  1. Log in to Bugbase using the Adobe ID and password.  If you don’t have an Adobe ID, create one by clicking Create an Adobe Account.

  2. Click Add Bug.
  3. Select Flash Player as the Product. Select details such as version, product area, frequency, failure type, build, Flash Player language, operating system language, and platform.

    Note: Select Crash as Failure Type.
  4. Provide title, description, steps to reproduce, and the details you noted.
  5. Attach the crash report and click Submit.

    Note: After you add a bug, you are not provided with a bug number. And, you can't track the bug. The information you provided is important and Adobe thanks you for your effort.

2. Create a discussion in the Flash Player forum

This step helps other users who experienced the crash to share their feedback by voting and commenting.

  1. Log in to the forum using the Adobe ID and password.
  2. Under Actions, click Start a Discussion.

    Start a discussion link
  3. Provide a brief description of the bug and the URL where the crash happened. Also, provide the information you noted while adding a bug in Bugbase.
  4. Click Post Message. 

    Note: You cannot add any reference to the bug you created in Bugbase, because you are not provided with a URL or a bug number.

Create a Flash Player crash log

Google Chrome on Windows

  1. Show hidden files.  For more details, see the instructions for the operating system that you use: For XP, Vista, and Windows 7.
  2. Start Chrome and repeat the steps that resulted in a Flash Player crash.
  3. Open the following folders:

    On XP: C:\Documents and Settings\<user name>\Local Settings\Application Data\Google\CrashReports

    On Vista and Windows 7: C:\Users\<user name>\AppData\Local\Google\CrashReports

    Windows Explorer folders view
     
  4. Locate the crash log, Chrome-last.dmp.
  5. Copy it to a location from where you can easily find it. For example, Desktop.
  6. Attach the crash log to the bug report.

Mozilla Firefox on Windows

  1. Show hidden files. For more details, see the instructions for the operating system that you use: For XPVista, and Windows 7.
  2. Start Firefox and repeat the steps that resulted in a Flash Player crash.

    If a crash log is generated, the Send Crash Report link appears.  Don't click this link. 

    If a crash log is not generated, the No Report Available message appears.  In this case, document your bug with all relevant details. Also, mention that the crash log could not be generated. Otherwise, continue with Step 3.

    Flash Player crash screen
  3. Open the following folders:

    On XP: C:\Documents and Settings\<user name>\Application Data\Mozilla\Firefox\Crash Reports\Pending

    On Vista and Windows 7: C:\Users\<user name>\AppData\Roaming\Mozilla\Firefox\Crash Reports\Pending

    Crash reports in Windows Explorer
     
  4. Click the Date Modified header to quickly locate the most recent crash log.

  5. Find the crash log file that ends with .dmp.
  6. Copy it to a location from where you can easily find it. For example, Desktop.
  7. Click Send Crash Report mentioned in Step 2.
  8. Start a Firefox window and type about:crashes in the address bar. 

    about:crashes in address bar
  9. Click the most recent report and copy the latest crash URL.
  10. Attach the crash log (Step 6) or the crash URL (Step 10) in the bug report.

Safari on Vista and Windows 7

  1. Download the following files: Enable Crash Logging.reg and Disable Crash Logging.reg.
  2. Double-click the Enable Crash Logging.reg file. Click Yes in the Registry Editor dialog.
  3. Restart your computer.
  4. Start Safari and go to a page with rich media content. For example, About Flash Player page.

  5. Repeat the steps that resulted in a Flash Player crash.
  6. After the crash, open a file browser window and type the following in the navigation bar: %localappdata%
  7. Go to the CrashDump folder.
  8. Select the most recent file that appears in the following format:  iexplore.exe.<somenumber>.dmp
  9. Double-click the Disable Crash Logging.reg file downloaded in Step 1 and click OK.
  10. Restart your computer.
  11.  Attach the crash log in the bug report.

Safari on Windows XP

  1. Show hidden files.  For more details, see the instructions for Windows XP.
  2. Start Safari and go to a page with rich media content. For example, About Flash Player page.
  3. Repeat the steps that resulted in a Flash Player crash.
  4. After the crash, open the following folder:

    C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson
  5. Locate the file named user.dmp.
  6. Copy it to a location from where you can easily find it. For example, Desktop.
  7. Attach the crash log in the bug report.

Internet Explorer on Vista and Windows 7

  1. Download the following files: Enable Crash Logging.reg and Disable Crash Logging.reg.
  2. Double-click the Enable Crash Logging.reg file.  Click Yes in the Registry Editor dialog box.

    Registry Editor dialog box
     
  3. Restart your computer.
  4. Start Internet Explorer and go to a page with rich media content. For example, About Flash Player page.
  5. Repeat the steps that resulted in a Flash Player crash.

    Internet Explorer has stopped working window
  6. After the crash, open a file browser and type the following in the navigation bar: %localappdata%

    Type %localappdata%
  7. Move to the CrashDump folder.

    CrashDump folder
  8. Select the most recent file that appears in the following format:  iexplorer.exe.<somenumber>.dmp

    Find .dmp file
  9. Copy it to a location from where you can easily find it. For example, Desktop.
  10. (Optional) Double-click the Disable Crash Logging.reg file downloaded in Step 1 and click OK.  

    Note: Your computer can have crash logging enabled to save latest ten crashes for future reference.
    • Restart your computer.
  11. Attach the crash log in the bug report.

Internet Explorer on Windows XP

  1. Show hidden files and folders. For more details, see the instructions for XP.
  2. Start Internet Explorer and go to a page with rich media content. For example, About Flash Player page.
  3. Repeat the steps that resulted in a Flash Player crash.

    Internet Explorer error window
  4. After the crash, move to the following folder:

    C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson

    Windows Explorer window
  5. Locate the crash log named user.dmp and copy it to a location from where you can easily find it. For example, Desktop.
  6. Attach the crash log in the bug report.

Google Chrome on Mac OS X

  1. Start Chrome and repeat the steps that resulted in a Flash Player crash.

    Chrome error window
  2. Open Finder, and move to the following folder.

    <user name>/Library/Application Support/Google/Chrome/Crash Reports

    Crash Reports folder
  3. Locate the crash log file ending with .dmp.
  4. Copy it to a location from where you can easily find it. For example, Desktop.
  5. Attach the crash log in the bug report.

Mozilla Firefox on Mac OS X

  1. Start Firefox and repeat the steps that result in a Flash Player crash. The following screen appears.

    Firefox error window


    If a crash log is generated, the Send crash report link appears.  Don't click the link. 

    If crash log is not generated, the No report available text appears.  In this case, document the bug report with all relevant details. Also, mention that a crash report is not generated. Otherwise, continue with Step  2.
  2. Open Finder and move to:

    <user name>/Library/Application Support/Firefox/Crash Reports/pending

    Firefox error reports
  3. To quickly locate the most recent crash, sort by the Date Modified header.
  4. Locate the crash log file that ends with .dmp and copy it to the Desktop.
  5. Click Send crash report referred in Step 1.
  6. Start Firefox and type about:crashes in the address bar.

    Firefox about:crashes
  7. Click the latest report ID and copy the latest crash URL.
  8. Attach the crash log you saved or the crash URL in the bug report.

Google Chrome on Linux

For details on generating a crash log, see: Debugging Chromium crashes.

Attach the crash file to the bug report.

Chrome on Linux error window

Mozilla Firefox on Linux

  1. Open Firefox and repeat the steps that resulted in a Flash Player crash.  The following screen appears. 

    Firefox error

    If a crash log is generated, the Send crash report link appears.  Don't click the link.
    If a crash log is not generated, the No report available text appears.  In this case, document your bug with all relevant details. Also, mention that the crash report is not generated. Else, continue with Step 2.

  2. Open a file browser window, and ensure that View > Show Hidden Files is enabled.
  3. Move to the following directory.

    Home/<User Name>/.mozilla/firefox/Crash Reports/pending

    Pending reports folder
  4. To quickly locate the most recent crash log, arrange the items By Modification Date.
  5. Locate the crash log file that ends with .dmp and copy it to a location where you can easily find it. For example, Desktop.
  6. Click Send crash report referred in Step 1.
  7. Open a Firefox window and type about:crashes in the address bar.  
  8. Click the latest report ID and copy the latest crash URL.

    Highlighted report ID
  9. Attach the crash log and the crash URL in the bug report.  

Safari on Mac

  1. Open Safari and repeat the steps that resulted in a Flash Player crash.  
  2. Move to the following directory:

    • On Safari 5 later:  /Users/<username>/Library/Logs/DiagnosticReports
    • On Safari 4: /Users/<username>/Library/CrashReporter 
  3. Attach the following files with the crash report:
    •  On Safari 5 later: plugin-container_<date_time>_<machineName>.crash
    •  On Safari 4: Flash Player_<date_time>_<machineName>.crash

       

 

 

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