Opened 9 months ago

Closed 8 months ago

Last modified 8 months ago

#24709 closed defect (worksforme)

Tor Browser Error Message 0x80520015 (NS_ERROR_FILE_ACCESS_DENIED) on "New Identity" on Windows

Reported by: Lara Sond Owned by: tbb-team
Priority: Medium Milestone:
Component: Applications/Tor Browser Version:
Severity: Normal Keywords:
Cc: Actual Points:
Parent ID: Points:
Reviewer: Sponsor:

Description

Dear helpdesk,

since approx. 2 weeks, my torbrowser gives the following error message (also see attachment),

"Torbutton: Unexpected error on new identity: [Exception ... "Component returned failure code: 0x80520015 (NS_ERROR_FILE_ACCESS_DENIED) [nslPrefService.savePrefFile}" nsresult: "0x80520015 (NS_ERROR_FILE_ACCESS_DENIED)" location: "JS frame :: chrome://torbutton/content/torbutton.js :: torbutton_do_new_identity :: line 1202" data: no]"

when I click "New Identity". After restarting, the Browser is then completely reset every time.
Seems to be a problem of writing to harddisk (occured never before). I checked my write permissions for the whole tor folder, seems o.k. to me.
Any idea what else might cause this behaviour?

thank you very much in advance,

Lara

Child Tickets

Attachments (1)

TorCrash.PNG (16.7 KB) - added by Lara Sond 9 months ago.

Download all attachments as: .zip

Change History (5)

Changed 9 months ago by Lara Sond

Attachment: TorCrash.PNG added

comment:1 Changed 9 months ago by mcs

Component: - Select a componentApplications/Tor Browser
Owner: set to tbb-team
Status: newneeds_information

Please answer the following questions and we will try to help.
What version of Tor Browser are you using?
What OS are you using, e.g., Windows 7 64-bit?
Does this problem disappear if you download and install a new copy of Tor Browser? (make sure it is installed in a different place than the one you are using now)

comment:2 Changed 9 months ago by denial

Hello,

i have same error:

Torbutton: Unexpected error on new identity: [Exception... "Component returned failure code: 0x80520015 (NS_ERROR_FILE_ACCESS_DENIED) [nsIPrefService.savePrefFile]" nsresult: "0x80520015 (NS_ERROR_FILE_ACCESS_DENIED)" location: "JS frame :: chrome://torbutton/content/torbutton.js :: torbutton_do_new_identity :: line 1202" data: no]

when i try to create a New Identity.
However i found out, that also no settings are saved.

I'm using Windows 7 SP1 64-bit, latest patches, and latest TorBrowser 7.0.11

I deleted whole torbrowser folder and downloaded fresh installation file and installed it and same issue.
I downloaded zipped torbrowser from another computer where it works and on my computer - same issue.

I ran procmon and i think this is the related error:

13:18:42,3674148 firefox.exe 6840 SetRenameInformationFile C:\Run\Tor Browser\Browser\TorBrowser\Data\Browser\profile.default\prefs-1.js ACCESS DENIED ReplaceIfExists: True, FileName: C:\Run\Tor Browser\Browser\TorBrowser\Data\Browser\profile.default\prefs.js

This is from a working computer:

1:22:11.4822217 PM firefox.exe 3404 SetRenameInformationFile C:\Run\Tor Browser\Browser\TorBrowser\Data\Browser\profile.default\prefs-1.js SUCCESS ReplaceIfExists: True, FileName: C:\Run\Tor Browser\Browser\TorBrowser\Data\Browser\profile.default\prefs.js

Please note:
i have no antivirus, i'm logged in/running all apps as administrator, the folder is writable, the disk is not full.

Thanks.

EDIT:
I have just found out that when i disable malwarebytes antiransomware 0.9.18.807-1.1.129 ... then it is working.

https://forums.malwarebytes.com/topic/215415-antiransome-not-compatibel-with-firefox-and-firefox-addon%C2%B4s/

Last edited 9 months ago by denial (previous) (diff)

comment:3 Changed 8 months ago by gk

Resolution: worksforme
Status: needs_informationclosed

Interesting, thanks denial. I am closing this as WORKSFORME assuming Lara Sond has the same underlying problem. Please reopen if I am wrong.

comment:4 Changed 8 months ago by cypherpunks

Summary: Tor Browser 7.011 Error Message 0x80520015 on "New Identity" (Win 10)Tor Browser Error Message 0x80520015 (NS_ERROR_FILE_ACCESS_DENIED) on "New Identity" on Windows

It seems we need a keyword for tickets about third-party software interference.

Note: See TracTickets for help on using tickets.