Can you post your Troubleshooting Information? Help (Alt-H) - Troubleshooting Information

Please indicate which one is the troubled account.

I tried removing Thunderbird and re-installing it on the MAC, but that did not seem to make a difference.

Why should it? The problem is almost certainly in your profile. And that won't be touched when you re-install Thunderbird.

Hi,

Thanks for the reply. Below is the cut and paste of the Troubleshooting Info. It is "Account 21" that is the troublemaker.

==

 Application Basics

   Name: Thunderbird
   Version: 31.6.0
   User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.6; rv:31.0) Gecko/20100101 Thunderbird/31.6.0
   Profile Folder: Show in Finder
   Application Build ID: 20150330093429
   Enabled Plugins: about:plugins
   Build Configuration: about:buildconfig
   Memory Use: about:memory

 Mail and News Accounts
   account3:
     INCOMING: account3, , (none) Local Folders, plain, passwordCleartext

   account4:
     INCOMING: account4, , (imap) mail.vcn.bc.ca:993, SSL, passwordCleartext
     OUTGOING: mail.vcn.bc.ca:587, plain, passwordCleartext, true
     OUTGOING: mail.vcn.bc.ca:587, plain, passwordCleartext, false

   account5:
     INCOMING: account5, , (imap) imap.googlemail.com:993, SSL, passwordCleartext
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, true
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, false
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, false
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, false

   account6:
     INCOMING: account6, , (imap) imap.googlemail.com:993, SSL, passwordCleartext
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, true
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, false

   account7:
     INCOMING: account7, , (imap) imap.googlemail.com:993, SSL, passwordCleartext
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, true

   account8:
     INCOMING: account8, , (imap) mail.vcn.bc.ca:143, alwaysSTARTTLS, passwordCleartext
     OUTGOING: smtp.vcn.bc.ca:465, SSL, passwordCleartext, true
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, false

   account21:
     INCOMING: account21, , (imap) mail.tao.ca:993, SSL, passwordCleartext
     OUTGOING: mail.tao.ca:465, SSL, passwordCleartext, true

 Crash Reports

 Extensions
   Test Pilot for Thunderbird, 1.3.9, false, [email protected]

 Important Modified Preferences

   Name: Value

     accessibility.typeaheadfind.flashBar: 0
     browser.cache.disk.capacity: 358400
     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
     extensions.lastAppVersion: 31.6.0
     font.internaluseonly.changed: false
     gfx.blacklist.direct2d: 3
     gfx.blacklist.layers.direct3d9: 3
     gfx.blacklist.webgl.msaa: 4
     mail.openMessageBehavior.version: 1
     mail.spotlight.firstRunDone: true
     mailnews.database.global.datastore.id: 25e226d5-3794-cd4b-99c5-01b992dd9e0
     mailnews.database.global.views.conversation.columns: {"threadCol":{"visible":true,"ordinal":"1"},"flaggedCol":{"visible":true,"ordinal":"3"},"attachmentCol":{"visible":false…
     mailnews.database.global.views.global.columns: {"threadCol":{"visible":true,"ordinal":"1"},"flaggedCol":{"visible":true,"ordinal":"3"},"attachmentCol":{"visible":false…
     network.cookie.prefsMigrated: true
     places.database.lastMaintenance: 1430943826
     places.history.expiration.transient_current_max_pages: 39699
     plugin.importedState: true
     plugin.state.flash: 0
     plugin.state.iphotophotocast: 0
     plugin.state.java: 0
     plugin.state.quicktime plugin: 0
     plugin.state.realplayer plugin: 0
     plugin.state.sharepointbrowserplugin: 0
     security.default_personal_cert: Select Automatically
     security.disable_button.openCertManager: false
     security.disable_button.openDeviceManager: false

 Graphics

     Vendor ID: 0x1002
     Device ID: 0x71c5
     WebGL Renderer: false
     GPU Accelerated Windows: 0. Blocked for your graphics card because of unresolved driver issues.

     AzureCanvasBackend: quartz
     AzureSkiaAccelerated: 0
     AzureFallbackCanvasBackend: none
     AzureContentBackend: quartz

 JavaScript

 Incremental GC: 1

 Accessibility

   Activated: 0
   Prevent Accessibility: 0

 Library Versions

     Expected minimum version
     Version in use

     NSPR
     4.10.6
     4.10.6

     NSS
     3.16.2.3 Basic ECC
     3.16.2.3 Basic ECC

     NSS Util
     3.16.2.3
     3.16.2.3

     NSS SSL
     3.16.2.3 Basic ECC
     3.16.2.3 Basic ECC

     NSS S/MIME
     3.16.2.3 Basic ECC
     3.16.2.3 Basic ECC

one of my email accounts stopped working

Do you get any certificate error?

Check wether you have this cert in your Thunderbird certificate store: RapidSSL SHA256 CA - G3 Fingerprint: 0e34141846e7423d37f20dc0ab06c9bbd843dc24

If not, talk to your email provider or get it directly from here: https://ssl-tools.net/certificates/nakw2x-rapidssl-sha256-ca-g3

Import it into your Thunderbird certificate store.

Thanks for your assistance. I tried that but it doesn't seem to have fixed the issue. Any other ideas to try?

Can you explain in detail what you did and what happened?

Hi,

I went to that page (https://ssl-tools.net/certificates/nakw2x-rapidssl-sha256-ca-g3) and clicked on the PEM file to download and it said:

"ALERT: This certificate is already installed as a certificate authority."

So I manually downloaded it (By right clicking and saving as) and went to Certificate Manager in Thunderbird and manually imported it. Looks like I now have two of those certificates (see attached image). I think retried adding the troubled account, but it is doing the same thing as before (not loading).

Should I uninstall both certificates and reinstall? Any other ideas for troubleshooting?

Thanks!