TB crashes immediately without even opening
Hello gentlemen,
My TB start to crash immediately showing the option to check online for a solution or close. It can starts in SAFE MODE with add-ons disabled but i do not see add-on to unistall or disable...
This is the crash report:
Problem signature:
Problem Event Name: BEX Application Name: thunderbird.exe Application Version: 78.10.0.7775 Application Timestamp: 6078bdcd Fault Module Name: nvd3d9wrap.dll Fault Module Version: 25.21.14.2553 Fault Module Timestamp: 5cd0657e Exception Offset: 0000f674 Exception Code: c0000417 Exception Data: 00000000 OS Version: 6.1.7601.2.1.0.256.4 Locale ID: 1033 Additional Information 1: 4385 Additional Information 2: 4385a6377526d163283cb9a9ca6d9adb Additional Information 3: 8746 Additional Information 4: 8746e002c562ee896e34801dc94eb03a
I try to:
- start TB in safe mode with add-ons disable and not and it starts.
- Boot pc in safe mode with network and TB start in default mode (not TB safe mode)
- Uninstall and reinstall not solve.
- Filesytem check OK
- Windows checks (files genuine, registry and permission) ok
- remove profile , a pop-up say it can not start because it do not find a valid profile
- Antivirus is windows defender . with or without mail or realtime scan, the problem do not change
- TB 32 or 64 bit the problem do not change (EN version)
What else I can try to do?
Thanks for the help.
Roby
Modified by roby198
Chosen solution
Run Windows in safe mode, run TB in normal mode, and disable hardware acceleration in Options/General/Indexing, then Help/Troubleshooting, Profile Folder, Open Folder, close TB, delete xulstore.json (this resets the toolbars and controls, which have the defaults in safe mode). Then, confirm that TB runs in safe mode (hold Shift when launching TB), then run Windows in normal mode and see if TB runs in normal mode. The file nvd3d9wrap.dll is connected to NVIDIA drivers.
You might want to add the TB profile folder as an Exclusion to Defender settings.
https://winaero.com/exclusions-windows-defender-windows-10/
Read this answer in context 👍 1All Replies (3)
Chosen Solution
Run Windows in safe mode, run TB in normal mode, and disable hardware acceleration in Options/General/Indexing, then Help/Troubleshooting, Profile Folder, Open Folder, close TB, delete xulstore.json (this resets the toolbars and controls, which have the defaults in safe mode). Then, confirm that TB runs in safe mode (hold Shift when launching TB), then run Windows in normal mode and see if TB runs in normal mode. The file nvd3d9wrap.dll is connected to NVIDIA drivers.
You might want to add the TB profile folder as an Exclusion to Defender settings.
Thanks sfhowes ! You give me a great help . It is working now... Do you know what is the cause? nvidia with TB compatibility?
Thank you so much. Roby
If hardware acceleration was previously enabled, it probably was not the correct settings for the Nvidia graphics. Each system is different, but enabling acceleration by default (it used to be disabled by default) seems to be the wrong choice - which most users cannot be expected to know.
Otherwise, if acceleration was already disabled, resetting the toolbars and controls indicates the problem was mainly with TB. There is also the possibility the crash was entirely due to the Nvidia driver, but if TB was the only app that crashed, I would expect the explanation above is more likely.