TB v91.2.0 hangs when sending email.
This has occurred only since the recent update. When I send a message, TB will pop up a window show Status: Sending message... and the Progress bar goes to 100%. But it never completes. If I cancel the message, generally it was not sent as there is nothing in the sent folder, although once or twice it did send even though I cancelled, but that may have been after letting it sit for an hour before cancelling. I found if I cancel right away and then resend, it sometimes it goes thru, and then it works for a while. But I've also had it grey out the main screen and the message composition window when sending a signed email with an attachment, and I eventually terminated and restarted TB after waiting an hour. Afraid I haven't done a scientific assessment of cause and effect when using signed vs. unsigned, with and w/out attachments, TB restart vs. continuous use, or laptop running vs. relogging in after auto-lock timeout. But it does seem to act normally once I get it to successfully send a message and I haven't let the computer lock.
Modified by Wayne Mery
All Replies (7)
Post a crash ID from Help/More Troubleshooting, Crash Reports. An ID is a string starting with bp-...
What is the antivirus and its settings for mail?
I couldn't find any crash report under my profile, so maybe I misspoke, as I've terminated TB through windows after it stopped responding, so I guess that's not a crash. I am running TrendMicro Security Agent for AV/malware. I don't see any settings for email, it does have real time scanning; this is configured by our MSP. However, the email behavior has only occurred since the update on 10/7/2021.
The AV might have become incompatible with the TB update. I would add the TB profile folder as an exclusion in Trend Micro.
I will need to go thru our MSP to change TrendMicro settings, but currently the POP3 Email scan is not enabled according to the settings. An update on behaviour: The first sent email of the day does seem to send the email, but hangs in the sending window at 100% (apparently in moving the email to the Sent folder). If I cancel the email, it is sent (at least on several test cases), but is not seen in the Sent folder. Sending emails after cancelling the first one completes normally and they are found in the Sent folder. I then tried sending an encrypted email with an attachment (without restarting TB); the first time I tried it showed 100% but never completed - it did not show up in the Sent folder but did get received. I cancelled and tried again and the message was received and showed up in the Sent folder. So apparently the first non-signed and the first signed emails will require cancelling and not show up in the Sent folder, after the first email of each TB does seem to be a functional normally.
Additional info: This may be tied to my use of signatures, I use a PKI/ECA certs on a smart card to sign all emails by default. The hanging behavior seems to occur if the PKI card or laptop login has timed out - there is a bit of a delay between it recognizing a card with certs after it wakes up, sometimes I have to remove the card and plug it back in to get TB to recognize where the certs are. (This could also account for the same behavior on initial use of the card after TB startup.) If the card has timed out but I haven't retracted/reinserted it, and TB finds the card, it will ask for my PIN, and go thru the process of sending the email, but the progress (showing 100% progress) and message windows remain on screen until I shut down the computer or cancel them manually. The message may be sent but it does not appear in the Sent folder. It seems that when I do retract/reinsert the PKI card, or have recently used some other function requiring access to the certs, the message is sent normally and is found in the Sent folder.
TB has had issues with smartcards, specifically Athena, so I expect it's the source of the problem. There's probably little compatibility testing, given the small user base.
Running TB 91.5 on PopOS Linux and eSet AV. For the Exchange server only sending messages hangs at Assembling Message - Done at 100%. I can cancel at that point and Discard Changes to close out the windows. The emails send.
SMTP set to Microsoft recommended settings smtp.office365.com port 587 StartTTLS and Normal Password.