1188862 - new update freezes computer when receiving mail with hardware acceleration enabled

Reporter

Description

•

9 years ago

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; .NET4.0C; .NET4.0E; BRI/1; BRI/2; GWX:QUALIFIED; rv:11.0) like Gecko

Steps to reproduce:

Turned on my computer Monday AM 7/27/15 checked email and found brief message that Thunderbird updated to 38.0 version.  Email messages came in only to freeze up screen & mouse so I was not able to do a proper shut down.


Actual results:

I had to cut the power and turn off my computer to do a restart.  If there is no new email messages I am able to view and use the site without problems.  I disabled Lightning the second time I did a restart.


Expected results:

I should have been warned of the new upgrade so I could have stopped the process or not done parts of it.

Wayne Mery (:wsmwk)

Comment 1

•

9 years ago

Start *Windows'* safe mode with networking enabled
- win8 http://windows.microsoft.com/en-us/windows-8/windows-startup-settings-safe-mode
- win7 http://windows.microsoft.com/en-us/windows/start-computer-safe-mode#start-computer-safe-mode=windows-7
- XP http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/boot_failsafe.mspx

Still In Windows safe mode, start thunderbird in safe mode
- http://support.mozillamessaging.com/en-US/kb/safe-mode

Does problem go away?

Please also specify your ISP, and antivirus software

Flags: needinfo?(deputyclerk)

Keywords: perf

deputyclerk

Reporter

Comment 2

•

9 years ago

Attached file thunderbird.exe — Details

I need to find a solution to my Thunderbird account freezing up after update to 38.0 ASAP.  Every time I receive an email my whole computer locks up!  Having to do restart each time is not helping me to conduct business in my office. Safe mode did not clear up the problem.  I have Norton 360 & Realtek PCLe FE Family Controller  IPV4.  All of this worked just fine until 7/29/15 when I turned on my computer.

Wayne Mery (:wsmwk)

Comment 3

•

9 years ago

If Thunderbird is causing your COMPUTER to freeze then you have some hardware, device driver or software loaded in the OS that is getting tripped. If WINDOWS safe mode did not help, then for starters run a full chkdsk on your drive.

Wayne Mery (:wsmwk)

Comment 4

•

9 years ago

Please post in text form, the graphics section of fireox's or Thunderbird's Help | Troubleshooting.
Are you at the most current version of driver for your graphics hardware?


> I should have been warned of the new upgrade so I could have stopped the process or not done parts of it.

Automatic updates are currently disabled, so you should not have been updated or offered an update unless you went to Help | About and requested an update.

Wayne Mery (:wsmwk)

Updated

•

9 years ago

Comment 5

•

9 years ago

Please update to version 38.2.0

Whiteboard: [closeme 2015-08-20]

deputyclerk

Reporter

Comment 6

•

9 years ago

Installed version 38.2.0 two days ago and email account is working okay so far.  Thank you for sticking with me and finding this solution.  I hope not to have anymore problems.

Wayne Mery (:wsmwk)

Comment 7

•

9 years ago

Sir, (or madam) 
Please post in text form, the graphics section of fireox's or Thunderbird's Help | Troubleshooting.
Are you at the most current version of driver for your graphics hardware?

And thanks for the update - but we'd still very much like to have this information.

Whiteboard: [closeme 2015-08-20]

deputyclerk

Reporter

Comment 8

•

9 years ago


  Application Basics

    Name: Thunderbird
    Version: 38.2.0
    User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:38.0) Gecko/20100101 Thunderbird/38.2.0
    Profile Folder: Show Folder

              (Local drive)
    Application Build ID: 20150813074416
    Enabled Plugins: about:plugins
    Build Configuration: about:buildconfig
    Memory Use: about:memory

  Mail and News Accounts
    account1:
      INCOMING: account1, , (pop3) mail.auroranewyork.us:110, alwaysSTARTTLS, passwordCleartext
      OUTGOING: mail.auroranewyork.us:25, alwaysSTARTTLS, passwordCleartext, true

    account2:
      INCOMING: account2, , (none) Local Folders, plain, passwordCleartext

  Crash Reports
    http://crash-stats.mozilla.com/report/index/bp-03552c69-0f8d-4236-8a1a-bf3672140911 (9/11/2014)

  Extensions
    Remove Duplicate Messages, 0.1.14, true, {12345678-1234-1234-1234-123456789abc}

  Important Modified Preferences

    Name: Value

      browser.cache.disk.capacity: 358400
      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
      extensions.lastAppVersion: 38.2.0
      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.monospace.x-western: 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.sans-serif.x-western: 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: Cambria
      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: 14
      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: 17
      gfx.blacklist.direct2d: 3
      gfx.direct3d.last_used_feature_level_idx: 1
      mail.openMessageBehavior.version: 1
      mail.winsearch.enable: true
      mail.winsearch.firstRunDone: true
      mail.winsearch.global_reindex_time: 1317073061
      mailnews.database.global.datastore.id: e3c35b13-8940-41d3-b70a-64aa332488f
      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: 1439832017
      places.history.expiration.transient_current_max_pages: 79620
      places.history.expiration.transient_optimal_database_size: 127391170
      plugin.importedState: true
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      print.printer_HP_Officejet_4630_series_(Network).print_oddpages: true
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      print.printer_HP_Officejet_4630_series_(Network).print_paper_data: 1
      print.printer_HP_Officejet_4630_series_(Network).print_paper_height: 11.00
      print.printer_HP_Officejet_4630_series_(Network).print_paper_name:
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  Graphics

      Adapter Description: Intel(R) G41 Express Chipset
      Vendor ID: 0x8086
      Device ID: 0x2e32
      Adapter RAM: Unknown
      Adapter Drivers: igdumd64 igd10umd64 igdumdx32 igd10umd32
      Driver Version: 8.15.10.2226
      Driver Date: 10-15-2010
      Direct2D Enabled: Blocked for your graphics driver version.
      DirectWrite Enabled: false (6.2.9200.17461)
      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
      4.10.8
      4.10.8

      NSS
      3.19.2 Basic ECC
      3.19.2 Basic ECC

      NSS Util
      3.19.2
      3.19.2

      NSS SSL
      3.19.2 Basic ECC
      3.19.2 Basic ECC

      NSS S/MIME
      3.19.2 Basic ECC
      3.19.2 Basic ECC      I hope this is what you asked for??

Wayne Mery (:wsmwk)

Comment 9

•

9 years ago

> I hope this is what you asked for??

Yes. 

And, does the problem return if you ENABLE hardware acceleration in options | advanced | general ?

Wayne Mery (:wsmwk)

Comment 10

•

9 years ago

reporter writes: "I also enabled the hardware acceleration this AM and have not had any problems so far but it has been a slow day for email today."

Thanks. Please keep us updated.

Also, your initial comment cites version "38.0", but we did not ship a 38.0, except as a beta. Your valid choices are 38.1.0 or 38.0.1.  Do you recall which it was?

deputyclerk

Reporter

Comment 11

•

9 years ago

When I enabled the hardware acceleration  option as you requested and my email account froze up again like before.  I have unchecked that box and my email is processing okay again.

Flags: needinfo?(deputyclerk)

Wayne Mery (:wsmwk)

Comment 12

•

9 years ago

Do you find a video driver newer than 10-15-2010?

Blocks: tb-hwa

Component: Untriaged → General

Summary: new update freezes computer when receiving mail → new update freezes computer when receiving mail with hardware acceleration enabled

Wayne Mery (:wsmwk)

Comment 13

•

8 years ago

reporter ...

(In reply to Wayne Mery (:wsmwk, use Needinfo for questions) from comment #12)
> Do you find a video driver newer than 10-15-2010 ??

Flags: needinfo?(deputyclerk)

Wayne Mery (:wsmwk)

Updated

•

8 years ago

Whiteboard: [closeme 2016-05-01]

Virtual_ManPL [:Virtual] 🇵🇱 - (please needinfo? me - so I will see your comment/reply/question/etc.)

Updated

•

8 years ago

Status: UNCONFIRMED → RESOLVED

Closed: 8 years ago

Flags: needinfo?(deputyclerk)

Resolution: --- → INCOMPLETE

Bugzilla

Quick Search

new update freezes computer when receiving mail with hardware acceleration enabled

Categories

(Thunderbird :: General, defect)

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(Not tracked)

People

(Reporter: deputyclerk, Unassigned)

References

Details

(Keywords: perf, Whiteboard: [closeme 2016-05-01])

Crash Data

Security

(public)

User Story

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(1 file)

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