Why does Firefox block BEP?

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  • Problem
  • Updated 2 years ago
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FireFox keeps crashing - now my computer is freezing at random. I just got a message from FireFox that it wants to disable the BEP plug in from Trend Micro because it is causing frequent crashes.
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j.n

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  • stumped and frustrated

Posted 2 years ago

  • 3
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Mouse Retherford

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This reply was created from a merged topic originally titled Firefox just told me that Trend Micro BEP is causing my crashes and needs to be d....

I just got a message on my PC from Firefox (the latest version) that it was disabling the Trend Micro BEP extension (Internet Security 10) because Mozilla has determined that it is the source of my frequent crashes. I want to make sure that this is a legitimate warning.
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TM_Claudia, Employee

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Thank you for informing this issue! We can also reproduce the error you mentioned in our lab. We will escalate this issue to our product development team immediately to investigate further. Once a solution is available, we will update you ASAP.

If possible, please use Chrome or Internet Explorer in the meantime.

Trend Micro Home Users Community
(Edited)
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rcperris

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This reply was created from a merged topic originally titled Firefox issues.

I received a message from Firefox which says I need to disable Trend Micro BEP Firefox Extension 9.1.0.1035 because it causes stability and security problems.
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TM_L, Official Rep

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@rcperris Thank you for contacting. Our product development team is investigating this issue now. Once a solution is available, we will update in this article right away.
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Scott Witte

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To the TM reps. Just to note, I've reported this bug to tech support a couple times since upgrading to version 10. I've supplied the FF crash reports clearly pointing to TM as the cause and noting that Bugzilla listed it as a high ranking crash cause. The response was, essentially, "Nope. Not us. Know nothing about it. Case closed."

Right now a TM engineer (engT) is on Bugzilla asking how to get unblocked and seems to think just having a new version number will do it. NO acknowledgement that there is/was an actual bug that had to be fixed. I don't get it.
(Edited)
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rcperris

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I was told that their techs were working on it and there would be a patch soon.  Hmmmm, I wonder when soon will be.
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Mouse Retherford

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I disabled BEP on both of my systems and the crashes have stopped completely. It is clearly the source of the problem.
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TM_Claudia, Employee

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Many apologies for the inconvenience caused. We acknowledge there is a bug with the BEP plug-in. Our product development team is working on this issue with Mozilla closely to deliver a fix. Once verified, we will release a hotfix, followed by a background auto-update to correct this defect. In the meantime, please disable the BEP plug-in. Thank you.

Trend Micro Home Users Community
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rcperris

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Please send detailed instructions on how to disable the BEP plug-in.  Thank you
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rcperris

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Never mind, I figured it out.
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TM_Claudia, Employee

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Hi everyone,

For Trend Micro BEP Firefox Extension issue, we've released a hotfix to resolve this. Please follow the steps in support page below to apply the hotfix:
[Hotfix] Trend Micro BEP Firefox Extension is disabled in Mozilla Firefox

Please let us know if the solution works for you. Thanks!

Trend Micro Home Users Community
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j.n

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After installing the "hot fix" I was instructed to restart my computer for the changes to take effect. I shut my PC down and restarted the following morning. My PC immediately became bogged down in excessive CPU usage and high (10MB/sec) disk traffic. I could not load, use or even exit programs. I called your tech support and spoke with your technician (a woman named Ara from the Philippines) who told me that it could not possibly be Trend Micro but asked me to allow her to access my machine remotely. I agreed but warned her that it was all but frozen and it would not be helpful. She asked me to reboot in Safe Mode w/ networking. I complied but MS updates tried to install on shut down and the machine froze. She said she would email instructions to me and I verified that she had my correct address. She disconnected and I have heard nothing more from Trend Micro but for a request to close the SR. After 2 days of chasing the problem through Event Viewer, Task Manager and Resource Manager, I hired an independent technician to determine and resolve my "concern", the cost of which I do not yet know.

Let me summarize the disappointments I have suffered at your hands over the past several months.

1. You released a faulty Firefox extension that causes serial crashing.
2. Firefox disables it on all user's machines.
3. I (possibly the first to do so) report the problem to TM and receive a whopping 75 points (that are good for what?)
4. TM apparently denies culpability until the issue boils over on your forum
5. A few weeks later a hot fix is issued (to my knowledge) only to the complainants on the forum
6. I apply the hot fix and my PC is rendered useless for days
7. Your tech support does not follow up on its commitments
8. I uninstall TM from my machine(s) and reinstall - only to have the installer try to install the BEP again on one of the unaffected (no hot fix) machines and the hot fix on my affected machine.

One of my two licenses (I have five PCs) expires in August. What are the chances I will renew. You're the experts - you tell me.

Jim
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TM_Claudia, Employee

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Sorry for the late reply and we apologize for the POOR service that you experienced. We've passed your feedbacks to our call center manager and required measures will be taken to ensure support service quality maintains consistent in the future. We deeply apologize again.

Trend Micro Home Users Community
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Scott Witte

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The hot fix ended the crashing for me, so good job on that. However, what has returned is a very slow browser where display may lock for a second or two (while TM is scanning, I assume). And that is getting more and more frequent. In addition, when I have several windows open (not just tabs in one window) one of the other windows often pops to the foreground when the freeze ends. Not inspiring. But at least not crashing everything several times per hour.
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TM_Claudia, Employee

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@Scott   It's good to know the HotFix worked for Trend Micro BEP Firefox Extension issue on your computer. Regarding your new browser performance issue, we suggest you to reset your Mozilla Firefox browser to see if performance can be restored to normal. Here's a reference doc for the steps:
Resetting your web browser for performance and website redirection issues
(See "Step 1: Back Up Favorites/Bookmarks" and "Step 2: Reset Your Browser" section)

Let us know if the procedures help at all. Thank you.

Trend Micro Home Users Community
(Edited)

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