# total burn crash

Reported by: Owned by: gilbertoblue tbb-team Medium Applications/Tor Browser Normal crash

### Description

What does this mean? I tried re-installing the latest version. However, the same problem exists once again. Absolutely nothing I can do

## Child Tickets

### comment:1 Changed 13 months ago by teor

Component: Applications → Applications/Tor Browser Tor: unspecified set to tbb-team Immediate → Medium Critical → Normal Tor: 0.3.4.1-alpha

Try the troubleshooting steps here:
https://tb-manual.torproject.org/en-US/troubleshooting.html

If they don't work, use "Copy Tor Log to Clipboard" and paste the results in this ticket.

### comment:2 Changed 13 months ago by gilbertoblue

very sorry but

Copy Tor Log to Clipbaord

does NOT work. A paste into a text file results in NOTHING

Maybe you can tell me where the log file is located

Windows 10

thanks

### comment:3 follow-up:  4 Changed 13 months ago by gilbertoblue

those troubleshooting tips are completely useless for me

### comment:4 in reply to:  3 Changed 13 months ago by gk

Status: new → needs_information

those troubleshooting tips are completely useless for me

What do you mean with "completely useless for me"? Have you tried any or all of them and nothing changed? Or do they not apply? Or...?

### comment:5 follow-up:  6 Changed 13 months ago by gilbertoblue

1) the image with Connect and Configure is UNAVAILABLE to me. I see only the image that I referenced
2) my computer clock is totally correct
3) of course there is NOT another instance of Tor running
4) i have never had a problem with Tor and an antivirus program
5) I do NOT have an enabled firewall
6) I told you that I already tried re-installing Tor, results in exact same problem
7) I have never had a problem before running TOR
8) "Tor Browser is under constant development, and some issues are known about but not yet fixed"

yes you are correct about 8)

I have been programming for 35 years, I know how these things happen sometimes

thanks very much

### comment:6 in reply to:  5 Changed 13 months ago by teor

2) my computer clock is totally correct

3) of course there is NOT another instance of Tor running

4) i have never had a problem with Tor and an antivirus program

Antivirus programs regularly identify Tor as malicious, because it is sometimes bundled with malware. This can happen due to a signature update. And it can disappear with another signature update.

You wouldn't happen to be running Kapersky? It's been the worst one lately.

gk is the Tor Browser team lead:

Try to avoid making technical and social assumptions - they make it harder to get your problem fixed.

### comment:7 follow-up:  15 Changed 13 months ago by gilbertoblue

assumptions? I have given you the facts. That first image that I included should be enough to roughly diagnose the problem, even beyond the troubleshooting tips

2) time zone is correct
3) no other TOR in task list
4) I found a task called "Antimalware Service Executable". I can't terminate it, even though I am an admin. I don't know what this is, a windows process?. I am definitely NOT running Kapersky

I am very sorry that my experiences with tech support have routinely required me to ask for more experienced personnel, but that is absolutely true. I had no way of knowing who you are, but now I know, so that's all good

I'm not convinced that I am running any anti virus software, but perhaps my response to 4) does indicate such. Not an expert, but it seems possible that TOR should be able to recognize problems from anti virus software, and then specifically indicate this. Without question, TOR should be able to identify the specific point of failure, and this should be logged

Once again, where else are TOR problems logged? Copy to Clipboard does NOTHING. It has to be true that it is all logged to a file as well

thanks once again

### comment:8 Changed 13 months ago by cypherpunks

I have been programming for 35 years, I know how these things happen sometimes

### comment:9 Changed 13 months ago by gilbertoblue

1) you didn't specifically indicate that I am running any AntiVirus code
2) so you are saying my TOR problems, are REALLY a Windows problem?? I have never had this problem before. I also have never seen the claim before that Windows causes specific TOR problems
3) MinGW code - What is this?

### comment:10 Changed 13 months ago by cypherpunks

MinGW code - What is this?

https://en.wikipedia.org/wiki/MinGW
(I'm random person)

### comment:11 Changed 13 months ago by cypherpunks

You can look at Event viewer (Applications Log) for system report about failed application.

### comment:12 Changed 13 months ago by gilbertoblue

where is the Event viewer? I've seen it, but it is NOT a control panel item. Looked in System, but didn't see it

there is no evidence that I am using MinGW, I have never even heard of it

thanks again

### comment:13 Changed 13 months ago by gilbertoblue

I found the Event Viewer, but I don't see any references to TOR

Am I looking in the wrong place?

### comment:14 Changed 13 months ago by cypherpunks

I found a task called "Antimalware Service Executable". I can't terminate it, even though I am an admin. I don't know what this is, a windows process?. I am definitely NOT running Kapersky

It's part of Windows Defender.

Firefox using ShellExecuteExW to launch Tor.exe.
Windows Defender dislike it?

### comment:15 in reply to:  7 Changed 13 months ago by teor

I'm not convinced that I am running any anti virus software, but perhaps my response to 4) does indicate such. Not an expert, but it seems possible that TOR should be able to recognize problems from anti virus software, and then specifically indicate this. Without question, TOR should be able to identify the specific point of failure, and this should be logged

Once again, where else are TOR problems logged? Copy to Clipboard does NOTHING. It has to be true that it is all logged to a file as well

Tor Browser does not log to disk by default, for privacy reasons.

I don't know if the error you posted is in Tor Browser or Tor. And the screenshot has disappeared.

If the error is in Tor, you can log to disk by adding a line to torrc-defaults:

Log debug C:\\path\\to\\file.log


### comment:16 Changed 13 months ago by gilbertoblue

1) Copy to Clipboard, to see errors

This does NOT work at all, as mentioned above

2) I was told to add to torrc-defaults, to enable logging

Log debug C:
path
to
file.log (eg. Log debug d:
myLog.log )

This does NOT work at all either

This is really quite stunning that neither technique works to enable logging

Original error:

thanks, if you can

### comment:17 Changed 13 months ago by gilbertoblue

note, the backslashes I used got deleted

### comment:18 Changed 13 months ago by cypherpunks

This does NOT work at all either

Try

Log debug file d:\myLog.log


### comment:19 Changed 13 months ago by gilbertoblue

completely pitiful response from your organization

You told me to Copy to Clipboard. As you can see, this is a totally empty possibility

You told me to add to the TOR opening config file

Log debug file d:\myLog.log

This does NOT create the given file

You have given me nothing but useless advice, I am completely astonished

There is no point in me returning here, what a shame

### comment:20 Changed 13 months ago by teor

Resolution: → user disappeared needs_information → closed
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