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startup crash report on 2 consecutive days and cannot access any emails. Can't open Thunderbird

  • 9 ŋuɖoɖowo
  • 2 masɔmasɔ sia le wosi
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  • Nuɖoɖo mlɔetɔ Steve119

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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 I understand that Firefox will no longer be updated for windows XP from September 2017 and all support will be withdrawn sometime after.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?

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 I understand that Firefox will no longer be updated for windows XP from September 2017 and all support will be withdrawn sometime after.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?

Wayne Mery trɔe

Ŋuɖoɖo si wotia

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.

Xle ŋuɖoɖo sia le goya me 👍 0

All Replies (9)

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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

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Sorry for delay in responding, Crash Report ID found as follows: bp-0803880e-76a8-4446-bb1a-81b1e2160608

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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.

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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?

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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

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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

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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.

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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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Ɖɔɖɔɖo si wotia

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.