This site will have limited functionality while we undergo maintenance to improve your experience. If an article doesn't solve your issue and you want to ask a question, we have our support community waiting to help you at @FirefoxSupport on Twitter and/r/firefox on Reddit.

Avatar for Username

Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

This thread was archived. Please ask a new question if you need help.

Cannot receive email from Office365 Outlook address

  • 4 replies
  • 1 has this problem
  • 1 view
  • Last reply by Keith745

Keith745
Keith745
more options

Hi. I'm using Win 10 Home, current with updates. Yesterday, July 12, Thunderbird 52.9.1 stopped receiving messages from an Office 365 outlook address. It has been working well for 1.5 years. We are able to send messages through this address from Thunderbird. We are able to sign in to our account online. We receive mail on phone aps. I have a friend who has the same problem starting yesterday. This followed an urgent Thunderbird update. We are able to send but not receive. The message when choosing Get Messages is: Sending of password for user ___ did not succeed. Mail server outlook.office365.com responded: Logon failure: unknown user name or bad password. This is set up at a POP / SMTP account. We are able to receive from Yahoo and Gmail addresses, but not from Outlook. What should I try? Thank you.

Hi. I'm using Win 10 Home, current with updates. Yesterday, July 12, Thunderbird 52.9.1 stopped receiving messages from an Office 365 outlook address. It has been working well for 1.5 years. We are able to send messages through this address from Thunderbird. We are able to sign in to our account online. We receive mail on phone aps. I have a friend who has the same problem starting yesterday. This followed an urgent Thunderbird update. We are able to send but not receive. The message when choosing Get Messages is: Sending of password for user ___ did not succeed. Mail server outlook.office365.com responded: Logon failure: unknown user name or bad password. This is set up at a POP / SMTP account. We are able to receive from Yahoo and Gmail addresses, but not from Outlook. What should I try? Thank you.

All Replies (4)

Matt
Matt
  • Moderator
  • Top 10 Contributor
more options

Please add the troubleshooting information to your post To find the Troubleshooting information:

  • Open Help (or click on three-line-icon and select Help)
  • Choose Troubleshooting Information
  • Use the button Copy to clipboard to select all. Do not check box "Include account names"!
  • Paste this in your post.

Please also add the result of these troubleshooting steps to your post

  • Does Thunderbird work in TB Safe mode (see Thunderbird Safe Mode)?
  • Do you use anti-virus and firewall software? What is the version?
Keith745
Keith745 Question owner
more options

Hi Matt, I'll paste what you asked for. But first, all the people in our organization who use outlook addresses are not able to get their messages as of Thursday night. So I think the issue is either with Microsoft's Outlook site or our organizations part of that site. I did try TB Safe mode and that did not help. I use McAfee anti-virus and firewall. It has not caused a problem with Thunderbird for the many years that I have used it. I'll copy the Troubleshooting information below in the next post. This one was over 10,000 characters. Keith

Keith745
Keith745 Question owner
more options

Part 1

Application Basics 

   Name: Thunderbird
   Version: 52.9.1
   User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:52.0) Gecko/20100101 Thunderbird/52.9.1
   Profile Folder: Open Folder

             (Local drive)
   Application Build ID: 20180709124824
   Enabled Plugins: about:plugins
   Build Configuration: about:buildconfig
   Memory Use: about:memory
   Profiles: about:profiles

 Mail and News Accounts
   account1:
     INCOMING: account1, , (pop3) pop.mail.yahoo.fr:995, SSL, passwordCleartext
     OUTGOING: , smtp.mail.yahoo.fr:465, SSL, passwordCleartext, true

   account2:
     INCOMING: account2, , (pop3) pop.mail.yahoo.fr:995, SSL, passwordCleartext
     OUTGOING: , smtp.mail.yahoo.fr:465, SSL, passwordCleartext, true

   account3:
     INCOMING: account3, , (pop3) localhost:110, plain, passwordCleartext
     OUTGOING: , localhost, plain, passwordCleartext, true

   account5:
     INCOMING: account5, , (pop3) gmail.com:995, SSL, passwordCleartext
     OUTGOING: , smtp.gmail.com:587, alwaysSTARTTLS, passwordCleartext, true

   account6:
     INCOMING: account6, , (none) Local Folders, plain, passwordCleartext

   account7:
     INCOMING: account7, , (pop3) pop.mail.yahoo.com:995, SSL, passwordCleartext
     OUTGOING: , smtp.mail.yahoo.com:465, SSL, passwordCleartext, true

   account8:
     INCOMING: account8, , (pop3) outlook.office365.com:995, SSL, passwordCleartext
     OUTGOING: , smtp.office365.com:587, alwaysSTARTTLS, passwordCleartext, true

 Crash Reports
   https://crash-stats.mozilla.com/report/index/bp-a75d58f5-d4a8-48f9-97e5-8190e0170613 (13-Jun-17)

 Extensions
   Lightning, 5.4.9.1, true, {e2fda1a4-762b-4020-b5ad-a41df1933103}
Keith745
Keith745 Question owner
more options

Part 2 

 Important Modified Preferences

   Name: Value

     accessibility.lastLoadDate: 1529040764
     accessibility.typeaheadfind.flashBar: 0
     browser.cache.disk.capacity: 358400
     browser.cache.disk.filesystem_reported: 1
     browser.cache.disk.smart_size_cached_value: 358400
     browser.cache.disk.smart_size.first_run: false
     browser.cache.disk.smart_size.use_old_max: false
     browser.display.document_color_use: 1
     browser.display.use_document_colors: false
     browser.display.use_system_colors: true
     dom.apps.reset-permissions: true
     extensions.lastAppVersion: 52.9.1
     font.internaluseonly.changed: false
     font.name.monospace.el: Consolas
     font.name.monospace.tr: Consolas
     font.name.monospace.x-baltic: Consolas
     font.name.monospace.x-central-euro: Consolas
     font.name.monospace.x-cyrillic: Consolas
     font.name.monospace.x-unicode: Consolas
     font.name.sans-serif.el: Calibri
     font.name.sans-serif.tr: Calibri
     font.name.sans-serif.x-baltic: Calibri
     font.name.sans-serif.x-central-euro: Calibri
     font.name.sans-serif.x-cyrillic: Calibri
     font.name.sans-serif.x-unicode: Calibri
     font.name.serif.el: Cambria
     font.name.serif.tr: Cambria
     font.name.serif.x-baltic: Cambria
     font.name.serif.x-central-euro: Cambria
     font.name.serif.x-cyrillic: Cambria
     font.name.serif.x-unicode: Cambria
     font.name.serif.x-western: Arial
     font.size.fixed.el: 14
     font.size.fixed.tr: 14
     font.size.fixed.x-baltic: 14
     font.size.fixed.x-central-euro: 14
     font.size.fixed.x-cyrillic: 14
     font.size.fixed.x-unicode: 14
     font.size.fixed.x-western: 12
     font.size.variable.el: 17
     font.size.variable.tr: 17
     font.size.variable.x-baltic: 17
     font.size.variable.x-central-euro: 17
     font.size.variable.x-cyrillic: 17
     font.size.variable.x-unicode: 17
     font.size.variable.x-western: 12
     gfx.direct3d.last_used_feature_level_idx: 1
     mail.openMessageBehavior.version: 1
     mail.winsearch.firstRunDone: true
     mailnews.database.global.datastore.id: 9dd329c1-309a-48d4-9274-a8ab619a89e
     mailnews.database.global.indexer.enabled: false
     media.gmp.storage.version.observed: 1
     network.cookie.cookieBehavior: 1
     network.cookie.prefsMigrated: true
     network.predictor.cleaned-up: true
     places.database.lastMaintenance: 1531497845
     places.history.expiration.transient_current_max_pages: 81106
     plugin.disable_full_page_plugin_for_types: application/pdf
     plugin.importedState: true
     plugin.state.flash: 0
     plugin.state.npctrl: 0
     plugin.state.npdeployjava: 0
     plugin.state.npdlplugin: 0
     plugin.state.npgarmin: 0
     plugin.state.npgeplugin: 0
     plugin.state.npgoogleupdate: 0
     plugin.state.npitunes: 0
     plugin.state.npmcffplg: 0
     plugin.state.npmcsnffpl: 0
     plugin.state.npmvtplugin: 0
     plugin.state.npnokiasuiteenabler: 0
     plugin.state.nppdf: 0
     plugin.state.nppl: 0
     plugin.state.npqtplugin: 0
     plugin.state.nprndlchromebrowserrecordext: 0
     plugin.state.nprndlhtml5videoshim: 0
     plugin.state.nprndlpepperflashvideoshim: 0
     plugin.state.nprpplugin: 0
     plugin.state.npveetle: 0
     plugin.state.npvlc: 0
     plugin.state.npwlpg: 0
     print.printer_doPDF_8.print_bgcolor: false
     print.printer_doPDF_8.print_bgimages: false
     print.printer_doPDF_8.print_duplex: -437918235
     print.printer_doPDF_8.print_edge_bottom: 0
     print.printer_doPDF_8.print_edge_left: 0
     print.printer_doPDF_8.print_edge_right: 0
     print.printer_doPDF_8.print_edge_top: 0
     print.printer_doPDF_8.print_evenpages: true
     print.printer_doPDF_8.print_footercenter:
     print.printer_doPDF_8.print_footerleft: &PT
     print.printer_doPDF_8.print_footerright: &D
     print.printer_doPDF_8.print_headercenter:
     print.printer_doPDF_8.print_headerleft: &T
     print.printer_doPDF_8.print_headerright: &U
     print.printer_doPDF_8.print_in_color: true
     print.printer_doPDF_8.print_margin_bottom: 0.5
     print.printer_doPDF_8.print_margin_left: 0.5
     print.printer_doPDF_8.print_margin_right: 0.5
     print.printer_doPDF_8.print_margin_top: 0.5
     print.printer_doPDF_8.print_oddpages: true
     print.printer_doPDF_8.print_orientation: 0
     print.printer_doPDF_8.print_page_delay: 50
     print.printer_doPDF_8.print_paper_data: 9
     print.printer_doPDF_8.print_paper_height: 11.00
     print.printer_doPDF_8.print_paper_name:
     print.printer_doPDF_8.print_paper_size_type: 0
     print.printer_doPDF_8.print_paper_size_unit: 1
     print.printer_doPDF_8.print_paper_width: 8.50
     print.printer_doPDF_8.print_resolution: -437918235
     print.printer_doPDF_8.print_reversed: false
     print.printer_doPDF_8.print_scaling: 1.00
     print.printer_doPDF_8.print_shrink_to_fit: true
     print.printer_doPDF_8.print_to_file: false
     print.printer_doPDF_8.print_unwriteable_margin_bottom: 0
     print.printer_doPDF_8.print_unwriteable_margin_left: 0
     print.printer_doPDF_8.print_unwriteable_margin_right: 0
     print.printer_doPDF_8.print_unwriteable_margin_top: 0
     print.printer_Microsoft_Print_to_PDF.print_bgcolor: false
     print.printer_Microsoft_Print_to_PDF.print_bgimages: false
     print.printer_Microsoft_Print_to_PDF.print_duplex: -437918235
     print.printer_Microsoft_Print_to_PDF.print_edge_bottom: 0
     print.printer_Microsoft_Print_to_PDF.print_edge_left: 0
     print.printer_Microsoft_Print_to_PDF.print_edge_right: 0
     print.printer_Microsoft_Print_to_PDF.print_edge_top: 0
     print.printer_Microsoft_Print_to_PDF.print_evenpages: true
     print.printer_Microsoft_Print_to_PDF.print_footercenter:
     print.printer_Microsoft_Print_to_PDF.print_footerleft: &PT
     print.printer_Microsoft_Print_to_PDF.print_footerright: &D
     print.printer_Microsoft_Print_to_PDF.print_headercenter:
     print.printer_Microsoft_Print_to_PDF.print_headerleft: &T
     print.printer_Microsoft_Print_to_PDF.print_headerright: &U
     print.printer_Microsoft_Print_to_PDF.print_in_color: true
     print.printer_Microsoft_Print_to_PDF.print_margin_bottom: 0.5
     print.printer_Microsoft_Print_to_PDF.print_margin_left: 0.5
     print.printer_Microsoft_Print_to_PDF.print_margin_right: 0.5
     print.printer_Microsoft_Print_to_PDF.print_margin_top: 0.5
     print.printer_Microsoft_Print_to_PDF.print_oddpages: true
     print.printer_Microsoft_Print_to_PDF.print_orientation: 0
     print.printer_Microsoft_Print_to_PDF.print_page_delay: 50
     print.printer_Microsoft_Print_to_PDF.print_paper_data: 9
     print.printer_Microsoft_Print_to_PDF.print_paper_height: -1.00
     print.printer_Microsoft_Print_to_PDF.print_paper_name:
     print.printer_Microsoft_Print_to_PDF.print_paper_size_unit: 1
     print.printer_Microsoft_Print_to_PDF.print_paper_width: -1.00
     print.printer_Microsoft_Print_to_PDF.print_resolution: 600
     print.printer_Microsoft_Print_to_PDF.print_reversed: false
     print.printer_Microsoft_Print_to_PDF.print_scaling: 1.00
     print.printer_Microsoft_Print_to_PDF.print_shrink_to_fit: true
     print.printer_Microsoft_Print_to_PDF.print_to_file: false
     print.printer_Microsoft_Print_to_PDF.print_unwriteable_margin_bottom: 0
     print.printer_Microsoft_Print_to_PDF.print_unwriteable_margin_left: 0
     print.printer_Microsoft_Print_to_PDF.print_unwriteable_margin_right: 0
     print.printer_Microsoft_Print_to_PDF.print_unwriteable_margin_top: 0
     privacy.donottrackheader.enabled: true
     security.sandbox.content.tempDirSuffix: {c8aebc3c-6a77-4409-a75d-59cdd7a485f3}

 Graphics

     GPU #1
     Description: Intel(R) HD Graphics Family
     Vendor ID: 0x8086
     Device ID: 0x0a16
     RAM: Unknown
     Drivers: igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32
     Driver Version: 20.19.15.4549
     Driver Date: 11-10-2016

     Features
     Direct2D: false
     DirectWrite: true (10.0.17134.1)
     WebGL Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics Family Direct3D9Ex vs_3_0 ps_3_0) -- OpenGL ES 2.0 (ANGLE 2.1.0.2a250c8a0e15)

     AzureCanvasBackend: skia
     AzureCanvasAccelerated: 0
     AzureFallbackCanvasBackend: cairo
     AzureContentBackend: skia

 JavaScript

 Incremental GC: 1

 Accessibility

   Activated: 0
   Prevent Accessibility: 0

 Library Versions

     Expected minimum version
     Version in use

     NSPR
     4.13.1
     4.13.1

     NSS
     3.28.6
     3.28.6

     NSS Util
     3.28.6
     3.28.6

     NSS SSL
     3.28.6
     3.28.6

     NSS S/MIME
     3.28.6
     3.28.6