startup crash report on 2 consecutive days and cannot access any emails. Can't open Thunderbird
I am using windows XP & for the last 2 days I have been unable to open Thunderbird. All that happens is that I get a crash report on screen stating "Thunderbird has a problem & crashed", on which I fill in details of what has happened & press restart button. It still fails to open stating "There was a problem submitting my report". I understand that Firefox will no longer be updated for windows XP from September 2017 and all support will be withdrawn sometime after. I am experiencing the same problem trying to open Firefox as Thunderbird. Can anyone offer any suggestions on ways to get around this problem?
Modified by Wayne Mery
Chosen solution
I followed the instructions of safe mode but Thunderbird still would not open. I noticed from your message a comment about other updates could be responsible for the problem and remembered I had recently updated Malwarebytes. When safe mode failed to solve the problem I uninstalled the Malwarebytes and finally I was able to open Thunderbird and Firefox. All appears to be working again now. Many thanks for your help.
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please copy the text string that are your crash IDs and post them in this topic. See https://support.mozilla.org/en-US/kb/mozilla-crash-reporter#w_viewing-crash-reports
Sorry for delay in responding, Crash Report ID found as follows: bp-0803880e-76a8-4446-bb1a-81b1e2160608
Steve119 said
Sorry for delay in responding, Crash Report ID found as follows: bp-0803880e-76a8-4446-bb1a-81b1e2160608
That can't be one of your recent crashes - the crash ID is from 2016 and is so old it has aged off the reporting system.
I have looked again in the submitted folder but only that old one shows so maybe the crash report was not submitted. I tried looking for pending reports and found several entries some were DMP files with 0KB others were EXTRA files with 1KB all dated 30-8-2017. Would these be of any use?
In theory, yes they would be useful. These unsubmitted crashes SHOULD show up in Help, Troubleshootting - without the "bp-" prefix. Submit them by clicking the link and they should then get a prefix
But I need to be able to open Thunderbird to access Help menu and it can't open. One of the EXTRA files has a name of 1ff69abd-9e0f-46c9-b1f8-dc2ca146efa0.extra
Start *Windows'* safe mode with networking enabled - XP https://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/boot_failsafe.mspx Still In Windows safe mode, start thunderbird in safe mode - https://support.mozilla.org/kb/safe-mode-thunderbird
Does problem go away?
- If no, then cause is either: bug in Thunderbird, in your Thunderbird profile, your mail provider.
- If problem went away, (still in Windows safe mode) ... start Thunderbird normally
-- If problem is still gone, then cause is a program loaded during windows startup. Possibilities include: antivirus SW, virus/malware, background downloads such as program updates
-- If problem is came back, then cause is likely a Thunderbird addon - with Thunderbird in safe mode eliminate them by disabling each one at a time in Tools | addons | extensions and restarting
- If results are unclear ... possibilities include temporary conditions such as contention from other running programs, downloads related to windows update, ...
Please let us know your findings.
Due to prior commitments I cannot try this tonight will let you know in a couple of days. Your help is much appreciated.
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I followed the instructions of safe mode but Thunderbird still would not open. I noticed from your message a comment about other updates could be responsible for the problem and remembered I had recently updated Malwarebytes. When safe mode failed to solve the problem I uninstalled the Malwarebytes and finally I was able to open Thunderbird and Firefox. All appears to be working again now. Many thanks for your help.