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?

Troubleshooting Information This page contains technical information that might be useful when you're trying to solve a problem. If you are looking for answers to common questions about Thunderbird, check out our support website. Include account names (possibly identifying information) Application Basics Name Thunderbird Version 45.8.0 User Agent Mozilla/5.0 (Windows NT 6.1; WOW64; rv:45.0) Gecko/20100101 Thunderbird/45.8.0 Profile Folder (Local drive) Application Build ID 20170305125302 Enabled Plugins about:plugins Build Configuration about:buildconfig Memory Use about:memory Mail and News Accounts ID Incoming server Outgoing servers Name Connection security Authentication method Name Connection security Authentication method Default? account1 (imap) imap.gmail.com:993 SSL/TLS OAuth2 smtp.gmail.com:465 SSL/TLS OAuth2 true account2 (none) Local Folders None Normal password account3 (imap) imap.gmail.com:993 SSL/TLS OAuth2 smtp.gmail.com:465 SSL/TLS OAuth2 true account4 (imap) a2plcpnl0280.prod.iad2.secureserver.net:993 SSL/TLS Normal password a2plcpnl0280.prod.iad2.secureserver.net:465 SSL/TLS Normal password true Crash Reports Report ID Submitted

All Crash Reports Extensions Name Version Enabled ID Lightning 4.7.8 true {e2fda1a4-762b-4020-b5ad-a41df1933103} Important Modified Preferences Name Value 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 dom.apps.reset-permissions true extensions.lastAppVersion 45.8.0 font.name.monospace.el Consolas font.name.monospace.x-cyrillic Consolas font.name.monospace.x-unicode Consolas font.name.monospace.x-western Consolas font.name.sans-serif.el Calibri font.name.sans-serif.x-cyrillic Calibri font.name.sans-serif.x-unicode Calibri font.name.sans-serif.x-western Calibri font.name.serif.el Cambria font.name.serif.x-cyrillic Cambria font.name.serif.x-unicode Cambria font.name.serif.x-western Cambria font.size.fixed.el 14 font.size.fixed.x-cyrillic 14 font.size.fixed.x-unicode 14 font.size.fixed.x-western 14 font.size.variable.el 17 font.size.variable.x-cyrillic 17 font.size.variable.x-unicode 17 font.size.variable.x-western 17 mail.openMessageBehavior.version 1 mail.winsearch.firstRunDone true mailnews.database.global.datastore.id 1f33de55-5d56-44c4-955c-675ae1b8ff6 mailnews.database.global.views.conversation.columns {"threadCol":{"visible":true,"ordinal":"1"},"flaggedCol":{"visible":true,"ordinal":"3"},"attachmentCol":{"visible":false… network.cookie.prefsMigrated true network.predictor.cleaned-up true places.database.lastMaintenance 1495900106 places.history.expiration.transient_current_max_pages 104858 plugin.importedState true Graphics Adapter Description Intel(R) HD Graphics 4000 Vendor ID 0x8086 Device ID 0x0166 Adapter RAM Unknown Adapter Drivers igdumd64 igd10umd64 igd10umd64 igdumd32 igd10umd32 igd10umd32 Driver Version 8.951.9.1000 Driver Date 3-26-2012 Direct2D Enabled false DirectWrite Enabled false (6.2.9200.16492) ClearType Parameters ClearType parameters not found WebGL Renderer false GPU Accelerated Windows 0 AzureCanvasBackend skia AzureSkiaAccelerated 0 AzureFallbackCanvasBackend cairo AzureContentBackend cairo JavaScript Incremental GC 1 Accessibility Activated 0 Prevent Accessibility 0 Library Versions Expected minimum version Version in use NSPR 4.12 4.12 NSS 3.21.3 Basic ECC 3.21.3 Basic ECC NSS Util 3.21.3 3.21.3 NSS SSL 3.21.3 Basic ECC 3.21.3 Basic ECC NSS S/MIME 3.21.3 Basic ECC 3.21.3 Basic ECC system is windows 7 . no anti-virus other than one I run manually - malwarebytes. have not tried safe mode yet but will do that. thank you

firewall is the windows firewall . no other.

Tbird would not start in safe mode and crashed. I submitted a crash report. tried to restart in safe mode but it would not.

Matt - I hope you will come back to this thread and respond. with an alternative solution. I am truly stuck. Do not want to uninstall Thunderbird and reinstall, as I will lose my history and address book, but not sure what else to do at this point. thanks in advance

lila101 said

Matt - I hope you will come back to this thread and respond. with an alternative solution. I am truly stuck. Do not want to uninstall Thunderbird and reinstall, as I will lose my history and address book, but not sure what else to do at this point. thanks in advance

Given the application and your data and setting are not connected. Uninstalling affects nothing. It also rarely fixes anything tat is not associated with operating system integration.

Please advise of the crash report ID. See https://support.mozilla.org/en-US/kb/mozilla-crash-reporter-tb#w_viewing-crash-reports

Report ID Date Submitted bp-ddec8960-d419-45da-ab19-97afa0170529 5/29/2017 7:32 AM bp-4a1a7b0e-7853-4ea4-9cd9-522540170529 5/29/2017 7:17 AM

Name Connection security Authentication method Name Connection security Authentication method Default? account1 (imap) imap.gmail.com:993 SSL/TLS OAuth2 smtp.gmail.com:465 SSL/TLS OAuth2 true account2 (none) Local Folders None Normal password account3 (imap) imap.gmail.com:993 SSL/TLS OAuth2 smtp.gmail.com:465 SSL/TLS OAuth2 true account4 (imap) a2plcpnl0280.prod.iad2.secureserver.net:993 SSL/TLS Normal password a2plcpnl0280.prod.iad2.secureserver.net:465 SSL/TLS Normal password true

You're still on TB45. How about updating to the latest version (52.1.1)?

okay. how do I do that and will I lose my mail history and contact lists?

how do I do that

At the top right of the Thunderbird window, click the menu button , then select Help > About Thunderbird

will I lose my mail history and contact lists?

No. See https://support.mozilla.org/en-US/kb/profiles-where-thunderbird-stores-user-data#w_where-is-my-profile-stored

I followed instructions on locating profile folder. what came up is a page of 100 or so files, none correspond to the 8 digit plus profile name I am supposed to be seeing. I found a gmail file, but that was it. can you tell me any way to identify the folder I am supposed to find there?

I opened about thunderbird to update. it reads that I am already on latest version 521.1

issue resolved. changed my gmail password three times . with the updated thunderbird version, it took for the first time. thank you to both of you for your help