Thunderbird cannot connect to ISP mail server, cannot get mail
Thunderbird, quite suddenly, stopped getting my email; Both on my account and my wife's account at the same ISP. I spent more than two hours on the phone with the ISPs help line trying to resolve this issue. They also use Thunderbird at their help desk, and the agent I talked to was familiar with your program. She (the agent) was not able to replicate the issue on their system. We then tried to set up a NEW email account. I carefully entered all the info needed for a new account, following instructions from the agent, then hit the 'Test' button. I got the following message onscreen: "THUNDERBIRD FAILED TO FIND SETTINGS FOR YOUR EMAIL ACCOUNT" The answer to the original issue suddenly became very clear - Thunderbird cannot, or refuses to, connect with the email server, therefore NO EMAIL. We tried everything in her toolkit to resolve the problem to no avail. We finally tried UNINSTALLING Thunderbird (and the Maintaince program). Once Uninstalled, I used the Registry Tool on CCleaner to remove any entries in the registry referring to Thunderbird (there were several), then restarted my computer. I then downloaded and installed a totally NEW Thunderbird program. When I ran the Thunderbird again, I found all my account(s) info was still present, and Thunderbird was still unable to find the server. I'm at my wits end trying to resolve this issue, and REALLY HATE to go back to Microsoft OUTLOOK to get my email. Anybody got any ideas??? Any help would be greatly appreciated. (Signed) Proteus
Toutes les réponses (12)
This thread seems to deal with the error message - https://support.mozilla.org/en-US/questions/1435151 Unfortunately, the poster never marked whether it was a solution to the problem so it may be a dead end - but it may point you in the right direction. If you search for the error message in the search window (top right), you will find many articles and questions that pop up relating to it.
I thought I made things pretty clear - I found the reason Thunderbird cannot get my email (refusal to 'find' my email server). I also made very clear that this was the reason for the failure, but it was NOT the solution. I then went on to explain the many ways that I tried to resolve this issue, but none of them worked. As per your suggestion, I read many of the previous posts complaining of the same issue - over two hundred of them. No, I did not read them all, but enough to show that some few were finally resolved, but most were not, at least not reported as resolved. Since posting my original complaint, and reading what others had done, I tried several more times, using the methods suggested by others, but all attempts failed. Thunderbird will not find my server.
ADDENDUM: I did notice that I do have a fairly new Download (1/6/25) of Thunderbird Setup 128.5.2esr.exe . That may be the one I used to re-install Thunderbird when I attempted to uninstall the program before. Would you suggest I try Uninstalling Thunderbird again? This time I will try to do a better job of uninstalling including manually deleting all folders remaining in the Program files (Mozilla Thunderbird folder) and Program Files (x86) (Mozilla Maintenance Service folder) AND the folder in the ProgramData folder called Mozilla-1de4eec8-1241-4177-a864-e594e8d1fb38 (contains updates info). THEN removing any Registry entries (using Ccleaner). Then restarting my computer and running the Setup program to reinstall Thunderbird. I will wait a few days to hear back from you before proceeding with a REALLY CLEAN Uninstall/Reinstall. This is a rather desperate procedure, but it is the last resort I can come up with on my own. If you have any other suggestions, I'd really appreciate hearing them. Thanks in Advance, Proteus
Thunderbird, quite suddenly, stopped getting my email; Both on my account and my wife's account at the same ISP.
What is your email provider?
What error message do you get?
Please post your Troubleshooting Information. At the top right of the Thunderbird window, click the menu button ≡, then select Help > Troubleshooting Information. Press the "Copy text to clipboard button" and paste the information into your reply.
I carefully entered all the info needed for a new account, following instructions from the agent, then hit the 'Test' button. I got the following message onscreen: "THUNDERBIRD FAILED TO FIND SETTINGS FOR YOUR EMAIL ACCOUNT"
I don't see how creating a new account would solve the original problem of not getting mail. In any case, if the new account wizard fails to find the correct settings for your account you'll have to use manual account configuration. https://support.mozilla.org/kb/manual-account-configuration
We finally tried UNINSTALLING Thunderbird
You're almost certainly wasting your time. All your data such as messages, passwords and user preferences, and changes made while you use Thunderbird, are stored in a special folder called a profile. Your profile folder is stored in a separate place from the Thunderbird program, so that if something ever goes wrong with Thunderbird your information will still be there. It also means that you can uninstall Thunderbird and reinstall without losing your settings and data. It also means re-installing Thunderbird will not fix problems in your profile.
I did notice that I do have a fairly new Download (1/6/25) of Thunderbird Setup 128.5.2esr.exe
By now the latest version is 128.6.0esr.
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What is your email provider? My Email provider is: Reliance Connects (Estacada, OR) Server: mail.rconnects.com Incoming Mail(IMAP) Host: mail.rconnects.com Outgoing (SMTP) Host: mail.rconnects.com Mail Server Ports: 993 imap – incoming – Dedicated SSL port 587 smtp – outgoing – Dedicated STARTTLS
What error message do you get? I don't get any error message, but still not receiving my mail. Wife and I are on the same server. Wife is not receiving email either. I can access my email directly from Reliance (https://mail.rconnects.com/tuxedo/?_task=mail&_mbox=INBOX).
Please post your Troubleshooting Information. I WILL POST THE TOTAL TROUBLESHOOTING INFO ON NEXT REPLY. EXCEEDED 10000 LIMIT IN THIS REPLY.
Application Basics
Name: Thunderbird Version: 128.6.0esr Build ID: 20250107005646 Distribution ID:
Update Channel: esr User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:128.0) Gecko/20100101 Thunderbird/128.6.0 OS: Windows_NT 10.0 19045 OS Theme:
Launcher Process: Enabled Multiprocess Windows: 0/0 Fission Windows: 0/0 Enabled by default Remote Processes: 8 Enterprise Policies: Inactive Google Location Service Key: Missing Google Safebrowsing Key: Missing Mozilla Location Service Key: Missing Safe Mode: false Memory Size (RAM): 15.9 GB Disk Space Available: 724 GB
Mail and News Accounts account2: INCOMING: account2, , (none) Local Folders, plain, passwordCleartext
account3: INCOMING: account3, , (imap) mail.rconnects.com:993, SSL, passwordCleartext OUTGOING: , mail.rconnects.com:587, alwaysSTARTTLS, passwordCleartext, true
account4: INCOMING: account4, , (imap) mail.rconnects.com:993, SSL, passwordCleartext OUTGOING: , mail.rconnects.com:587, alwaysSTARTTLS, passwordCleartext, true
Libraries
Library Status Expected minimum version Version in use Path
RNP (OpenPGP) OK 0.17.1 0.17.1.MZLA.128.6.0esr.botan C:\Program Files\Mozilla Thunderbird\rnp.dll
OTR Failed to load. OTR chat encryption will not work. - - -
Calendar Settings
Home
Name Value
Name: Type: storage Disabled: false Username: URI: Refresh Interval: Read-only: Suppress Alarms: Cache Enabled: iMIP Identity: id2 iMIP Disabled: iMIP Account: Organizer Id: Force Email Scheduling: Popup Alarms Supported: Alarms on Invitation Supported: Max Alarms Per Event: Attachment Supported: Max Categories: Privacy State Supported: Priority Supported: true Event Supported: Task Supported: Local Time Supported: UTC/GMT Supported: Auto-Scheduling Supported:
Crash Reports for the Last 3 Days
Remote Processes
Type: Count
Isolated Web Content: 6 GPU: 1 Utility JavaScript Oracle: 1
Add-ons
Name Type Version Enabled ID
English United States Dictionary dictionary 115.0 true @unitedstatesenglishdictionary
System theme — auto theme 1.3 true default-theme@mozilla.org
Dark theme 1.3 false thunderbird-compact-dark@mozilla.org
Light theme 1.3 false thunderbird-compact-light@mozilla.org
Security Software
Type: Name
Antivirus: Trend Micro Internet Security Antispyware: Firewall: Windows Firewall
Legacy User Stylesheets
Active: false Stylesheets: No stylesheets found
Graphics
Features Compositing: WebRender Font Visibility Debug Info: Windows Platform Asynchronous Pan/Zoom: wheel input enabled; scrollbar drag enabled; keyboard enabled; autoscroll enabled; smooth pinch-zoom enabled WebGL 1 Driver WSI Info: outOfProcess: false
inProcess: true
Application Basics
Name: Thunderbird Version: 128.6.0esr Build ID: 20250107005646 Distribution ID:
Update Channel: esr User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:128.0) Gecko/20100101 Thunderbird/128.6.0 OS: Windows_NT 10.0 19045 OS Theme:
Launcher Process: Enabled Multiprocess Windows: 0/0 Fission Windows: 0/0 Enabled by default Remote Processes: 8 Enterprise Policies: Inactive Google Location Service Key: Missing Google Safebrowsing Key: Missing Mozilla Location Service Key: Missing Safe Mode: false Memory Size (RAM): 15.9 GB Disk Space Available: 724 GB
Mail and News Accounts account2: INCOMING: account2, , (none) Local Folders, plain, passwordCleartext
account3: INCOMING: account3, , (imap) mail.rconnects.com:993, SSL, passwordCleartext OUTGOING: , mail.rconnects.com:587, alwaysSTARTTLS, passwordCleartext, true
account4: INCOMING: account4, , (imap) mail.rconnects.com:993, SSL, passwordCleartext OUTGOING: , mail.rconnects.com:587, alwaysSTARTTLS, passwordCleartext, true
Libraries
Library Status Expected minimum version Version in use Path
RNP (OpenPGP) OK 0.17.1 0.17.1.MZLA.128.6.0esr.botan C:\Program Files\Mozilla Thunderbird\rnp.dll
OTR Failed to load. OTR chat encryption will not work. - - -
Calendar Settings
Home
Name Value
Name: Type: storage Disabled: false Username: URI: Refresh Interval: Read-only: Suppress Alarms: Cache Enabled: iMIP Identity: id2 iMIP Disabled: iMIP Account: Organizer Id: Force Email Scheduling: Popup Alarms Supported: Alarms on Invitation Supported: Max Alarms Per Event: Attachment Supported: Max Categories: Privacy State Supported: Priority Supported: true Event Supported: Task Supported: Local Time Supported: UTC/GMT Supported: Auto-Scheduling Supported:
Crash Reports for the Last 3 Days
Remote Processes
Type: Count
Isolated Web Content: 6 GPU: 1 Utility JavaScript Oracle: 1
Add-ons
Name Type Version Enabled ID
English United States Dictionary dictionary 115.0 true @unitedstatesenglishdictionary
System theme — auto theme 1.3 true default-theme@mozilla.org
Dark theme 1.3 false thunderbird-compact-dark@mozilla.org
Light theme 1.3 false thunderbird-compact-light@mozilla.org
Security Software
Type: Name
Antivirus: Trend Micro Internet Security Antispyware: Firewall: Windows Firewall
Legacy User Stylesheets
Active: false Stylesheets: No stylesheets found
Graphics
Features Compositing: WebRender Font Visibility Debug Info: Windows Platform Asynchronous Pan/Zoom: wheel input enabled; scrollbar drag enabled; keyboard enabled; autoscroll enabled; smooth pinch-zoom enabled WebGL 1 Driver WSI Info: outOfProcess: false
inProcess: true EGL_VENDOR: Google Inc. (NVIDIA) EGL_VERSION: 1.5 (ANGLE 2.1.19739 git hash: 419cd2c3213b) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition EGL_ANGLE_windows_ui_composition EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_CHROMIUM_sync_control EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_display_semaphore_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization EGL_ANGLE_create_context_extensions_enabled EGL_ANDROID_blob_cache EGL_ANDROID_recordable EGL_ANGLE_image_d3d11_texture EGL_ANGLE_create_context_backwards_compatible EGL_KHR_no_config_context EGL_KHR_create_context_no_error EGL_KHR_reusable_sync EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_device_query EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_platform_angle_d3d11on12 EGL_ANGLE_platform_angle_device_id EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses EGL_KHR_debug EGL_ANGLE_feature_control
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Your server settings look good. Anti-virus software is possibly a problem.
Create an exception in your anti-virus software for the Thunderbird profile folder, so that the anti-virus real-time scanner will not scan it. https://support.mozilla.org/en-US/kb/profiles-where-thunderbird-stores-user-data#w_how-to-find-your-profile
Don't let your anti-virus software scan incoming and outgoing messages.
Don't let your anti-virus software scan attachments.
Don't let your anti-virus software intercept your secure connection to the server.
Remove any add-ons your anti-virus software may have installed in Thunderbird.
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If I were to do all of the below, even if my Trend-Micro AV would allow it (which it doesn't), I would question why I would even bother to run an AV program at all. Most viruses seem to come in with incoming mail, and can be activated just by opening the email, or opening an attachment in it. If the AV program detects something suspicious coming in, it blocks it. So what I did do was to ADD Exceptions to to the Scan List. That may do it, I haven't tried it out yet, but I'll let you know if it works or not.
Don't let your anti-virus software scan incoming and outgoing messages.
Don't let your anti-virus software scan attachments.
Don't let your anti-virus software intercept your secure connection to the server.
Remove any add-ons your anti-virus software may have installed in Thunderbird.
List of ADDED Exceptions: C:\Program Files (x86)\Mozilla Maintenance Service\mozillamaintenanceservice.exe C:\Program Files\Mozilla Thunderbird\thunderbird.exe C:\Users\Public\Desktop\Thunderbird.lnk C:\Users\{My ID}\AppData\Roaming\Thunderbird\Profiles\z267d8g.default-esr\Imap Mail\mail.rconnects.com.msf
These Exceptions "Should" be enough to get Thunderbird to find my email server. Like I said, I'll let you know next reply Thanks for your help Proteus2
After all that, and more including clearing the cache (from Troubleshooting), Ccleaner deleting cache and cookies from Internet (Thunderbird amongst them) and restarting my computer (so the changes would take affect), Thunderbird still will not get my email. No error displayed, just no email. Any other suggestions?
If I were to do all of the below, even if my Trend-Micro AV would allow it (which it doesn't), ...
The suggestions given are generic, and not tailored to the specific anti-virus software you're using.
... I would question why I would even bother to run an AV program at all.
You haven't been told to completely turn off your anti-virus software, so that statement is kind of silly. Following the suggestions would tell your anti-virus software not to mess with Thunderbird mail files, that's it.
Most viruses seem to come in with incoming mail, ...
That's debatable, but I'm not going to argue about it.
... and can be activated just by opening the email, ...
Not true. Opening an email in Thunderbird won't do any harm. Scripting in email messages is forbidden, and it cannot be turned on.
... or opening an attachment in it.
That could potentially be a problem. However, when opening an attachment it gets saved to disk to a temporary directory outside of the Thunderbird profile. So if your anti-virus software is worth the money you paid for it, it would still catch it, and prevent it from doing any harm.
So what I did do was to ADD Exceptions to to the Scan List.
Your list of exceptions won't change a thing. As stated before, you'll have to create an exception for the Thunderbird profile folder, not for the program directory.
After all that ... Thunderbird still will not get my email.
I'm not surprised. In any case, I don't know whether your anti-virus software is causing the problem, but it is quite possible. Even if not, following the suggestions will prevent your anti-virus software to cause Thunderbird mail file corruption, and in the worst case data loss, in the future.
No error displayed
You may also check the error console (Ctrl-Shift-J) if there is something relevant.
Modifié le
You may also check the error console (Ctrl-Shift-J) if there is something relevant. Great suggestion !!! The Console turned up MANY errors in accessing mail.rconnects.com. The errors do not provide a SOLUTION to resolve this issue, merely showing WHY this problem is occurring.
I also cleaned my Internet Cache (Ccleaner). This time I did a detail look at the (Thunderbird) files it was deleting. This also pointed to the problem, but not a solution.
Analysis Complete - (2.088 seconds)
15.8 MB to be removed. (Approximate size)
Details of files to be deleted (Note: No files have been deleted yet)
Internet Explorer - Temporary Internet Files 5,139 KB 6 files System - Windows Log Files 1,283 KB 2 files System - Windows Web Cache 9 KB 18 files Thunderbird - Internet Cache 9,770 KB 3 files Thunderbird - Cookies 13 KB 11 files
Cookie: thunderbird.net 0 KB Cookie: addons.thunderbird.net 0 KB Cookie: support.mozilla.org 0 KB Cookie: mozilla.org 0 KB Cookie: www.mozilla.org 0 KB C:\Users\ECommCon\AppData\Roaming\Thunderbird\Profiles\z2t67d8g.default-esr\storage\default\https+++addons.thunderbird.net\.metadata-v2 1 KB C:\Users\ECommCon\AppData\Roaming\Thunderbird\Profiles\z2t67d8g.default-esr\storage\default\https+++addons.thunderbird.net\ls\data.sqlite 6 KB C:\Users\ECommCon\AppData\Roaming\Thunderbird\Profiles\z2t67d8g.default-esr\storage\default\https+++addons.thunderbird.net\ls\usage 1 KB C:\Users\ECommCon\AppData\Roaming\Thunderbird\Profiles\z2t67d8g.default-esr\storage\default\https+++www.mozilla.org\.metadata-v2 1 KB C:\Users\ECommCon\AppData\Roaming\Thunderbird\Profiles\z2t67d8g.default-esr\storage\default\https+++www.mozilla.org\ls\data.sqlite 6 KB C:\Users\ECommCon\AppData\Roaming\Thunderbird\Profiles\z2t67d8g.default-esr\storage\default\https+++www.mozilla.org\ls\usage 1 KB Analysis Complete - (2.088 seconds)
15.8 MB to be removed. (Approximate size)
Details of files to be deleted (Note: No files have been deleted yet)
Internet Explorer - Temporary Internet Files 5,139 KB 6 files System - Windows Log Files 1,283 KB 2 files System - Windows Web Cache 9 KB 18 files Thunderbird - Internet Cache 9,770 KB 3 files Thunderbird - Cookies 13 KB 11 files
C:\Users\ECommCon\AppData\Local\Thunderbird\Profiles\z2t67d8g.default-esr\startupCache\startupCache.8.little 9,653 KB C:\Users\ECommCon\AppData\Local\Thunderbird\Profiles\z2t67d8g.default-esr\startupCache\webext.sc.lz4 112 KB C:\ProgramData\Mozilla-1de4eec8-1241-4177-a864-e594e8d1fb38\uninstall_ping_D78BF5DD33499EC2_5f32479d-8bfe-45a6-aa1d-f1610ec463a6.json 6 KB
Any comments from you will be appreciated Proteus
I don't see anything from the error console in your last post.
Clearing all kind of caches won't fix your problem.
I'd advise against using 3rd-party products like Cleaner to delete files Thunderbird is using. It can have undesirable effects, and may cause strange problems.
I just got these on the error console. Here are some of them: 1736899644516 addons.xpi WARN Checking C:\Program Files\Mozilla Thunderbird\distribution\extensions for addons
1736899645604 addons.xpi WARN Addon with ID thunderbird-compact-light@mozilla.org already installed, older version will be disabled
1736899645604 addons.xpi WARN Addon with ID thunderbird-compact-dark@mozilla.org already installed, older version will be disabled
QM_TRY failure (WARNING): 'Unavailable, context dom::quota::FirstInitializationAttempt::TemporaryStorage, storage-origin https://addons.thunderbird.net', file dom/quota/ActorsParent.cpp:2798
Content-Security-Policy: This site (https://www.mozilla.org) has a Report-Only policy without a report URI. CSP will not block and cannot report violations of this policy. thunderbird
Cookie “fundraiseup_cid=; expires=Thu, 01 Jan 1970 00:00:00 GMT; domain=.fundraiseup.com; path=/; SameSite=None; Secure fundraiseup_session=; expires=Thu, 01 Jan 1970 00:00:00 GMT; domain=.fundraiseup.com; path=/; SameSite=None; Secure” has been rejected as third-party. 2 ADGJGYAN
Uncaught NS_ERROR_FAILURE: Component returned failure code: 0x80004005 (NS_ERROR_FAILURE) [nsIMsgMessageService.messageURIToMsgHdr]
displayMessage chrome://messenger/content/aboutMessage.js:174 openTab chrome://messenger/content/mailTabs.js:326 _cloneTemplate chrome://messenger/content/mailTabs.js:65
2 aboutMessage.js:174
(Glean.core.Upload.PingUploadManager) Ping 0de49fdf-149a-4cc2-bdf6-dfff838dfe12 successfully sent 200. glean.ff7106b49b39.js:1:127 downloadable font: kern: Too large subtable (font-family: "Open Sans" style:normal weight:400 stretch:100 src index:2) source: https://addons.thunderbird.net/static/css/impala/fonts/OpenSans-Regular.ttf?629a55a
remote-troubleshooting error message. No Such Channel WebChannelParent.sys.mjs:83:13
_sendErrorEventToContent resource://gre/actors/WebChannelParent.sys.mjs:83 receiveMessage resource://gre/actors/WebChannelParent.sys.mjs:40
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://location.services.mozilla.com/v1/country?key=fa6d7fc9-e091-4be1-b6c1-5ada5815ae9d. (Reason: CORS header ‘Access-Control-Allow-Origin’ missing). Status code: 200.
TypeError: NetworkError when attempting to fetch resource.
There are many, many more usually complaining about cookies All errors above were on a fresh attempt to access my emails.
All attempts to rectify this problem with Thunderbird have failed. Well, maybe my Firewall has been causing the problem. I got into the Firewall Manager and Added Incoming and Outgoing rules for both Thunderbird and a Web Site I'm having problems accessing. This still didn't resolve the problem (on either Thunderbird or the Web Site)
I'd advise against using 3rd-party products like Cleaner to delete files Thunderbird is using. Well that didn't work either. Ccleaner automatically cleans stuff anytime I log off my browser (Google Chrome). After reading some of the errors above, do you have any other suggestions before I give up entirely?