Thunderbird crashes when opening and checking folders. Only seems to happen since update.
When Thunderbird opens it crashes when it reaches the checking folders stage. This seems to be happening to more computers in the company every day and we are unable to resolve the issue. The e-mails work fine on other mail clients so I believe this is a Thunderbird issue.
Please see the crash report below.
AdapterDeviceID: 0x041e AdapterDriverVersion: 10.18.14.4264 AdapterSubsysID: 309f17aa AdapterVendorID: 0x8086 AvailablePageFile: 502001664 AvailablePhysicalMemory: 1087295488 AvailableVirtualMemory: 3644358656 BIOS_Manufacturer: LENOVO BlockedDllList: BreakpadReserveAddress: 53084160 BreakpadReserveSize: 83886080 BuildID: 20200130233209 CPUMicrocodeVersion: 0x1c ContentSandboxCapable: 1 ContentSandboxLevel: 1 CrashTime: 1581085126 FramePoisonBase: 0000004041080832 FramePoisonSize: 65536 InstallTime: 1581084407 LauncherProcessState: 0 MemoryErrorCorrection: None ModuleSignatureInfo: {"Microsoft Corporation":["D3DCOMPILER_47.dll","api-ms-win-crt-multibyte-l1-1-0.dll","api-ms-win-crt-environment-l1-1-0.dll","api-ms-win-crt-utility-l1-1-0.dll","api-ms-win-crt-time-l1-1-0.dll","api-ms-win-crt-filesystem-l1-1-0.dll","api-ms-win-crt-locale-l1-1-0.dll","api-ms-win-crt-math-l1-1-0.dll","api-ms-win-crt-stdio-l1-1-0.dll","api-ms-win-crt-convert-l1-1-0.dll","api-ms-win-crt-string-l1-1-0.dll","api-ms-win-crt-heap-l1-1-0.dll","api-ms-win-core-file-l2-1-0.dll","api-ms-win-core-synch-l1-2-0.dll","ucrtbase.dll","VCRUNTIME140.dll","api-ms-win-core-timezone-l1-1-0.dll","msvcp140.dll","api-ms-win-core-file-l1-2-0.dll","api-ms-win-core-processthreads-l1-1-1.dll","api-ms-win-crt-runtime-l1-1-0.dll","api-ms-win-core-localization-l1-2-0.dll"],"Microsoft Windows":["wevtapi.dll","Wpc.dll","actxprxy.dll","samlib.dll","d3d11.dll","dui70.dll","explorerframe.dll","samcli.dll","avrt.dll","powrprof.dll","duser.dll","linkinfo.dll","api-ms-win-downlevel-shlwapi-l2-1-0.dll","dxgi.dll","wsock32.dll","MMDevAPI.dll","dwmapi.dll","uxtheme.dll","srvcli.dll","npmproxy.dll","api-ms-win-downlevel-advapi32-l2-1-0.dll","ntdsapi.dll","fastprox.dll","wbemsvc.dll","propsys.dll","wbemcomn.dll","dbghelp.dll","wtsapi32.dll","wbemprox.dll","netutils.dll","winsta.dll","rasadhlp.dll","FWPUCLNT.DLL","wship6.dll","winrnr.dll","RpcRtRemote.dll","dnsapi.dll","rsaenh.dll","pnrpnsp.dll","NapiNSP.dll","cryptsp.dll","WSHTCPIP.DLL","nlaapi.dll","netprofm.dll","version.dll","winnsi.dll","IPHLPAPI.DLL","mswsock.dll","ntmarta.dll","comctl32.dll","winmm.dll","ntshrui.dll","slc.dll","cscapi.dll","devobj.dll","shlwapi.dll","api-ms-win-downlevel-ole32-l1-1-0.dll","nsi.dll","api-ms-win-downlevel-user32-l1-1-0.dll","profapi.dll","imm32.dll","api-ms-win-downlevel-normaliz-l1-1-0.dll","cfgmgr32.dll","api-ms-win-downlevel-version-l1-1-0.dll","ws2_32.dll","clbcatq.dll","api-ms-win-downlevel-shlwapi-l1-1-0.dll","shell32.dll","sechost.dll","api-ms-win-downlevel-advapi32-l1-1-0.dll","psapi.dll","msasn1.dll","setupapi.dll","Wldap32.dll","normaliz.dll","msvcrt.dll","ntdll.dll"],"Mozilla Corporation":["thunderbird.exe","nssckbi.dll","freebl3.dll","softokn3.dll","xul.dll","lgpllibs.dll","nss3.dll","prldap60.dll","ldap60.dll","mozglue.dll"],"TeamViewer Germany GmbH":["tv_w32.dll"]} Notes: FP(D10-L1100-W00001000-T000) DWrite? DWrite+ WR? WR- OMTP? OMTP- ProductID: {3550f703-e582-4d05-9a08-453d09bdfdc6} ProductName: Thunderbird ReleaseChannel: beta SafeMode: 1 SecondsSinceLastCrash: 28 StartupCrash: 0 StartupTime: 1581085123 SystemMemoryUsePercentage: 73 ThreadIdNameMapping: 5272:"Gecko_IOThread",7592:"Link Monitor #1",1632:"Socket Thread",5484:"Timer",5504:"JS Watchdog",8096:"JS Helper",7692:"JS Helper",3752:"JS Helper",3068:"JS Helper",5532:"Cache2 I/O",5608:"Cookie",3524:"StreamTrans #2",5672:"Worker Launcher",5560:"IPDL Background",7600:"WindowsVsyncThread",7864:"Compositor",7800:"ImgDecoder #1",8136:"ImageIO",5236:"DOM Worker",1052:"DataStorage",3960:"HTML5 Parser",4736:"QuotaManager IO",5324:"mozStorage #1",5208:"StyleThread#0",7724:"StyleThread#1",7892:"StyleThread#2",8168:"IndexedDB #1",7748:"StreamTrans #4",2136:"ImageBridgeChild",4636:"StreamTrans #5",4340:"PlayEventSound",4824:"localStorage DB",8180:"StreamTrans #14",5680:"StreamTrans #15",5704:"ImgDecoder #2",7844:"COM MTA",4748:"Jump List",5488:"ProxyResolution",3932:"DNS Resolver #1",5492:"DNS Resolver #2",7732:"DNS Resolver #3",7264:"SSL Cert #1",1732:"DOM Worker",4080:"mozStorage #2",8152:"mozStorage #3",6784:"mozStorage #4",7912:"FontLoader",4356:"ImgDecoder #3", Throttleable: 1 TotalPageFile: 3861147648 TotalPhysicalMemory: 4079030272 TotalVirtualMemory: 4294836224 URL: UptimeTS: 12.675356498 Version: 73.0 Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 2 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192
MSAFD Tcpip [UDP/IP] : 2 : 2 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [RAW/IP] : 2 : 2 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [TCP/IPv6] : 2 : 23 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [UDP/IPv6] : 2 : 23 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [RAW/IPv6] : 2 : 23 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 RSVP TCPv6 Service Provider : 2 : 23 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP TCP Service Provider : 2 : 2 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDPv6 Service Provider : 2 : 23 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDP Service Provider : 2 : 2 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a
useragent_locale: en-US
This report also contains technical information about the state of the application when it crashed.
All Replies (12)
Please post the crash id number...it starts with bp-
I can't see a crash id starting bp. But the text file created has the following ID for the latest crash. 1581089265
There would be a crash id if you have the option selected to send crash reports. Perhaps it is not set. Check this: Menu app icon > Options > 'Data Choices' Crash reporter. select checkbox 'Enable crash reporter'
When the crash is sent as a report: The crash report id would be located here: Help > Troubleshooting Information Scroll down to section 'Crash Reports for the Last 3 days' section.
Hi, I cannot open the program as it crashes straight away. The crash number I’ve posted was found the in crash folder so I think it will be correct.
It will not open in safe mode either as it still tries to check for emails and then crashes.
If you open this location:
C:\Users\username\AppData\Roaming\Thunderbird\Crash Reports\submitted
you will see text files named after the crash ID, bp-02c.....
AppData is hidden by default.
If you can't open TB, see if you can when Windows is running in safe mode. That will test if a startup app such as antivirus is causing the crashes.
Crash ID: bp-f9c466be-3783-4fbe-9a33-e45860200207
The bug mentioned in the report refers to another bug that has Access Denied, but the other bug suggests a workaround: delete the cache files in
C:\Users\username\AppData\Local\Thunderbird\Profiles\8characterstring.default
Note this is in AppData\Local, not Roaming. On my setup, the two folders with today's date are cache2 and startupCache. Move those two folders out of AppData and see if TB launches without crashing.
Hi, That worked for one machine. I get the same problem with a windows 10 machine.
Crash ref: bp-6e002786-9ca4-4720-9d86-da3f70200208
Would you be able to check this as well please.
Much appreciated
The W10 crash refers to this bug, which is so far unresolved. The duplicate bug suggests it may be caused by accounts with some providers that have folders named with a /. Who are the mail providers on this computer? You might be able to avoid a crash on startup by starting TB like: press Windowskey+R, type thunderbird.exe -offline
Hi, Can you confirm if this crash ID is related? if not can you offer any support?
Crash ID: bp-dcbec83c-3f3a-4130-a8a8-14c020200220
It's the same crash, although this time with 68.5 on Windows 7. The bug report doesn't indicate any clues to the source, but it might help if you can provide the information requested in my previous reply, mail providers and starting offline. Deleting the cache folders seemed to work before - did you try that?
sfhowes said
The W10 crash refers to this bug, which is so far unresolved.
That bug has since been fixed. If you still crash, please post a new support request https://support.mozilla.org/en-US/questions/new/thunderbird/form