Thunderbird can no longer receive email. No log data is generated and wireshark shows no network connections are being made. How do I fix this?
Today, Thunderbird stopped receiving emails. I have verified that the email messages are on the mail server via the web portal.
I have installed TBTracer to try to see what is going on and nothing is displayed except a rotating red dot.
I have configured logging, the log file is created but remains empty even after closing Thunderbird.
Wireshark shows no network activity to port 995 for pop3.
I have removed the app entry from the firewall. I have disabled both the firewall and anti-virus.
Any help would be apreciated.
Here is the troubleshooting data:
Application Basics
Name: Thunderbird Version: 52.1.1 User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:52.0) Gecko/20100101 Thunderbird/52.1.1 Profile Folder: Open Folder
(Local drive) Application Build ID: 20170509142926 Enabled Plugins: about:plugins Build Configuration: about:buildconfig Memory Use: about:memory Profiles: about:profiles
Mail and News Accounts
account1:
INCOMING: account1, , (none) Local Folders, plain, passwordCleartext
account2:
INCOMING: account2, , (pop3) mail.noip.com:995, SSL, passwordCleartext
OUTGOING: , mail.noip.com:465, SSL, passwordCleartext, true
account4:
INCOMING: account4, , (pop3) pop.googlemail.com:995, SSL, passwordCleartext
OUTGOING: , smtp.googlemail.com:465, SSL, passwordCleartext, true
account5:
INCOMING: account5, , (im) prpl-twitter, plain, 0
Crash Reports
Extensions
ImportExportTools, 3.2.4.1, true, {3ed8cc52-86fc-4613-9026-c1ef969da4c3}
Lightning, 5.4.1.1, true, {e2fda1a4-762b-4020-b5ad-a41df1933103}
TBTracer, 0.8.6, true, [email protected]
ToneQuilla, 1.1.1, true, [email protected]
Enigmail, 1.9.6.1, false, {847b3a00-7ab1-11d4-8f02-006008948af5}
Important Modified Preferences
Name: Value
accessibility.typeaheadfind.flashBar: 0
browser.cache.disk.capacity: 358400
browser.cache.disk.filesystem_reported: 1
browser.cache.disk.smart_size_cached_value: 358400
browser.cache.disk.smart_size.first_run: false
browser.cache.disk.smart_size.use_old_max: false
dom.apps.reset-permissions: true
extensions.lastAppVersion: 52.1.1
font.internaluseonly.changed: true
font.name.monospace.el: Consolas
font.name.monospace.tr: Consolas
font.name.monospace.x-baltic: Consolas
font.name.monospace.x-central-euro: Consolas
font.name.monospace.x-cyrillic: Consolas
font.name.monospace.x-unicode: Consolas
font.name.monospace.x-western: Consolas
font.name.sans-serif.el: Calibri
font.name.sans-serif.tr: Calibri
font.name.sans-serif.x-baltic: Calibri
font.name.sans-serif.x-central-euro: Calibri
font.name.sans-serif.x-cyrillic: Calibri
font.name.sans-serif.x-unicode: Calibri
font.name.sans-serif.x-western: Calibri
font.name.serif.el: Cambria
font.name.serif.tr: Cambria
font.name.serif.x-baltic: Cambria
font.name.serif.x-central-euro: Cambria
font.name.serif.x-cyrillic: Cambria
font.name.serif.x-unicode: Cambria
font.name.serif.x-western: Cambria
font.size.fixed.el: 14
font.size.fixed.tr: 14
font.size.fixed.x-baltic: 14
font.size.fixed.x-central-euro: 14
font.size.fixed.x-cyrillic: 14
font.size.fixed.x-unicode: 14
font.size.fixed.x-western: 14
font.size.variable.el: 17
font.size.variable.tr: 17
font.size.variable.x-baltic: 17
font.size.variable.x-central-euro: 17
font.size.variable.x-cyrillic: 17
font.size.variable.x-unicode: 17
font.size.variable.x-western: 17
gfx.direct3d.last_used_feature_level_idx: 0
mail.openMessageBehavior.version: 1
mail.winsearch.enable: true
mail.winsearch.firstRunDone: true
mail.winsearch.global_reindex_time: 1268811681
mailnews.database.global.datastore.id: dffecaa3-8399-40ee-9c96-0c4aee32412
media.gmp.storage.version.observed: 1
network.cookie.cookieBehavior: 2
network.cookie.prefsMigrated: true
network.predictor.cleaned-up: true
places.database.lastMaintenance: 1495032475
places.history.expiration.transient_current_max_pages: 122334
plugin.importedState: true
plugin.state.java: 2
plugin.state.npdeployjava: 1
plugin.state.npgoogleupdate: 2
plugin.state.npintelwebapiipt: 2
plugin.state.npmcsnffpl: 2
plugin.state.npoff: 2
plugin.state.nppdf: 2
print.printer_Canon_MF8200C_Series_UFRII_LT.print_bgcolor: false
print.printer_Canon_MF8200C_Series_UFRII_LT.print_bgimages: false
print.printer_Canon_MF8200C_Series_UFRII_LT.print_colorspace:
print.printer_Canon_MF8200C_Series_UFRII_LT.print_command:
print.printer_Canon_MF8200C_Series_UFRII_LT.print_downloadfonts: false
print.printer_Canon_MF8200C_Series_UFRII_LT.print_duplex: 1515870810
print.printer_Canon_MF8200C_Series_UFRII_LT.print_edge_bottom: 0
print.printer_Canon_MF8200C_Series_UFRII_LT.print_edge_left: 0
print.printer_Canon_MF8200C_Series_UFRII_LT.print_edge_right: 0
print.printer_Canon_MF8200C_Series_UFRII_LT.print_edge_top: 0
print.printer_Canon_MF8200C_Series_UFRII_LT.print_evenpages: true
print.printer_Canon_MF8200C_Series_UFRII_LT.print_footercenter:
print.printer_Canon_MF8200C_Series_UFRII_LT.print_footerleft: &PT
print.printer_Canon_MF8200C_Series_UFRII_LT.print_footerright: &D
print.printer_Canon_MF8200C_Series_UFRII_LT.print_headercenter:
print.printer_Canon_MF8200C_Series_UFRII_LT.print_headerleft: &T
print.printer_Canon_MF8200C_Series_UFRII_LT.print_headerright: &U
print.printer_Canon_MF8200C_Series_UFRII_LT.print_in_color: true
print.printer_Canon_MF8200C_Series_UFRII_LT.print_margin_bottom: 0.5
print.printer_Canon_MF8200C_Series_UFRII_LT.print_margin_left: 0.5
print.printer_Canon_MF8200C_Series_UFRII_LT.print_margin_right: 0.5
print.printer_Canon_MF8200C_Series_UFRII_LT.print_margin_top: 0.5
print.printer_Canon_MF8200C_Series_UFRII_LT.print_oddpages: true
print.printer_Canon_MF8200C_Series_UFRII_LT.print_orientation: 0
print.printer_Canon_MF8200C_Series_UFRII_LT.print_page_delay: 50
print.printer_Canon_MF8200C_Series_UFRII_LT.print_paper_data: 1
print.printer_Canon_MF8200C_Series_UFRII_LT.print_paper_height: 11.00
print.printer_Canon_MF8200C_Series_UFRII_LT.print_paper_name:
print.printer_Canon_MF8200C_Series_UFRII_LT.print_paper_size_type: 0
print.printer_Canon_MF8200C_Series_UFRII_LT.print_paper_size_unit: 0
print.printer_Canon_MF8200C_Series_UFRII_LT.print_paper_width: 8.50
print.printer_Canon_MF8200C_Series_UFRII_LT.print_plex_name:
print.printer_Canon_MF8200C_Series_UFRII_LT.print_resolution: 1515870810
print.printer_Canon_MF8200C_Series_UFRII_LT.print_resolution_name:
print.printer_Canon_MF8200C_Series_UFRII_LT.print_reversed: false
print.printer_Canon_MF8200C_Series_UFRII_LT.print_scaling: 1.00
print.printer_Canon_MF8200C_Series_UFRII_LT.print_shrink_to_fit: true
print.printer_Canon_MF8200C_Series_UFRII_LT.print_to_file: false
print.printer_Canon_MF8200C_Series_UFRII_LT.print_unwriteable_margin_bottom: 0
print.printer_Canon_MF8200C_Series_UFRII_LT.print_unwriteable_margin_left: 0
print.printer_Canon_MF8200C_Series_UFRII_LT.print_unwriteable_margin_right: 0
print.printer_Canon_MF8200C_Series_UFRII_LT.print_unwriteable_margin_top: 0
privacy.donottrackheader.enabled: true
security.sandbox.content.tempDirSuffix: {dd4194f2-4cf4-44bd-ba64-202bebb9e4ef}
Graphics
GPU #1
Description: NVIDIA GeForce GTX 760
Vendor ID: 0x10de
Device ID: 0x1187
RAM: 2048
Drivers: C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7209bde3180ef5f7\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7209bde3180ef5f7\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7209bde3180ef5f7\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7209bde3180ef5f7\nvldumdx.dll C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7209bde3180ef5f7\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7209bde3180ef5f7\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7209bde3180ef5f7\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7209bde3180ef5f7\nvldumd.dll
Driver Version: 22.21.13.8233
Driver Date: 5-17-2017
Features
Direct2D: false
DirectWrite: true (10.0.15063.0)
ClearType Parameters: Gamma: 2.2 Pixel Structure: RGB ClearType Level: 0 Enhanced Contrast: 200
WebGL Renderer: Google Inc. -- ANGLE (NVIDIA GeForce GTX 760 Direct3D9Ex vs_3_0 ps_3_0) -- OpenGL ES 2.0 (ANGLE 2.1.0.2a250c8a0e15)
AzureCanvasBackend: skia
AzureCanvasAccelerated: 0
AzureFallbackCanvasBackend: cairo
AzureContentBackend: skia
JavaScript
Incremental GC: 1
Accessibility
Activated: 0 Prevent Accessibility: 0
Library Versions
Expected minimum version
Version in use
NSPR
4.13.1
4.13.1
NSS
3.28.4
3.28.4
NSS Util
3.28.4
3.28.4
NSS SSL
3.28.4
3.28.4
NSS S/MIME
3.28.4
3.28.4
Chosen solution
I migrated all my data to a new profile and re-installed Mcafee. Everything is working now.
It would be nice if this could be fixed without having to migrate to a new profile.
Read this answer in context 👍 0All Replies (9)
Just a guess, but certain anti virus products routinely block Thunderbird from accessing the internet with each update. Norton in particular comes up every update.
Check your anti virus firewall allows the appropriate Thunderbird version.
As I mentioned I had already done two steps regarding your comments.
1) removed all rules for Thunderbird so a new rule could be made when the program launches.
The rule that was already there was allowing on specified ports.
I tried setting the new entry to work and home networks,
I tried open to all devices.
2) I disabled the firewall and antivirus software and repeated all tests.
I'm using Mcafee, with it active or inactive nothing happens.
I have been working through the problems caused by McAfee fr about 5 years now. They release a new heuristics engine in 2012 and their product has been a mail nightmare ever since.
See https://wiki.mozilla.org/Thunderbird:Testing:Antivirus_Related_Performance_Issues#McAfee
To release this version of Thunderbird we had a hard block their add-on because it crashed Thunderbird. They bypassed soft blocks like true malware.
I would guess it is the issue, but really only an uninstall with their removal tool will be a sure result.
Thunderbird should have unfettered access to the internet on all ports. as the ports used are dictated by the mail provider, not McAfee.
Did you check the version number in the rule.?
Please add the troubleshooting information to your post To find the Troubleshooting information:
- Open Help (or click on three-line-icon and select Help)
- Choose Troubleshooting Information
- Use the button Copy to clipboard to select all. Do not check box "Include account names"!
- Paste this in your post.
Please also add the result of these troubleshooting steps to your post
- Does Thunderbird work in TB Safe mode (see Thunderbird Safe Mode)?
I already included the troubleshooting information in the original post.
I followed the McAffee doc you referenced. The documentation is out of date and does not reflect the options available in the currently released McAfee.
Anti-spam option is off by default. Exclusions are per file not per folder.
As to what version is in the firewall entery, it's the latest, as mentioned I deleted the entery and ran thunderbird and a new entry was generated.
I have configured the firewall entry to allow all devices and disable net gaurd.
All of this has had no affect on the problem.
I ran thunderbird in safe mode, verified that all the add-ons are disabled, it did not help the problem.
I have now uninstalled McAfee, it did not help.
I disabled windows Defender and added thunderbird to the allowed list.
This also had no affect.
This is the data from the Error Console
ionObserver instead. calendar-widgets.xml:506:18 Discovering folders for account failed with exception: [Exception... "Component returned failure code: 0x80550016 [nsIMsgFolder.subFolders]" nsresult: "0x80550016 (<unknown>)" location: "JS frame :: resource:///modules/MailUtils.js :: MailUtils_discoverFolders :: line 36" data: no] NS_ERROR_NOT_IMPLEMENTED: Component returned failure code: 0x80004001 (NS_ERROR_NOT_IMPLEMENTED) [nsICacheService.createSession] helpers.js:391 NS_ERROR_FAILURE: Component returned failure code: 0x80004005 (NS_ERROR_FAILURE) [nsIMsgFolder.server] folderWidgets.xml:120 An error occurred executing the cmd_getNewMessages command: [Exception... "Component returned failure code: 0x80550016 [nsIMsgIncomingServer.getNewMessages]" nsresult: "0x80550016 (<unknown>)" location: "JS frame :: chrome://messenger/content/mailWindowOverlay.js :: GetNewMsgs :: line 2753" data: no] globalOverlay.js:103 NS_ERROR_FAILURE: Component returned failure code: 0x80004005 (NS_ERROR_FAILURE) [nsIMsgFolder.server] folderWidgets.xml:120 An error occurred executing the cmd_getNewMessages command: [Exception... "Component returned failure code: 0x80550016 [nsIMsgIncomingServer.getNewMessages]" nsresult: "0x80550016 (<unknown>)" location: "JS frame :: chrome://messenger/content/mailWindowOverlay.js :: GetNewMsgs :: line 2753" data: no] globalOverlay.js:103 NS_ERROR_FAILURE: Component returned failure code: 0x80004005 (NS_ERROR_FAILURE) [nsIMsgFolder.server]
I cleared the log and restarted in safe mode with add-on's disabled. I got the following new entries in the error log:
Discovering folders for account failed with exception: [Exception... "Component returned failure code: 0x80550016 [nsIMsgFolder.subFolders]" nsresult: "0x80550016 (<unknown>)" location: "JS frame :: resource:///modules/MailUtils.js :: MailUtils_discoverFolders :: line 36" data: no] An error occurred executing the cmd_getNewMessages command: [Exception... "Component returned failure code: 0x80550016 [nsIMsgIncomingServer.getNewMessages]" nsresult: "0x80550016 (<unknown>)" location: "JS frame :: chrome://messenger/content/mailWindowOverlay.js :: GetNewMsgs :: line 2753" data: no] globalOverlay.js:103
deleting the provide and making a new one fixes the problem.
Restoring the original profile brings the problem back.
Deleting the local/Thunderbird profile has no affect.
Deleting saved passwords has no affect.
I'm configured to use the password safe. The password prompt for the password safe never comes up.
I went in to disable the password safe, and it was no longer enabled. I re-enabled it, set a new password. No change.
So far killing any file other then prefs.js doesn't seem to have an affect.
Chosen Solution
I migrated all my data to a new profile and re-installed Mcafee. Everything is working now.
It would be nice if this could be fixed without having to migrate to a new profile.