Closed Bug 1195043 Opened 9 years ago Closed 9 years ago

Thunderbird 38.2.0 does not retrieve emails from any mail server [not hibernate nor sleep related]

Categories

(Thunderbird :: Untriaged, defect)

Product:
Thunderbird
Component:
Untriaged
Version:
38 Branch
Platform:
x86_64
Windows 7
Type:
defect
Priority:
Not set
Severity:
major

Tracking

(Not tracked)

Status:
RESOLVED INVALID

People

(Reporter: bill2, Unassigned)

Details

(Whiteboard: [antivirus/firewall:??]) 

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:40.0) Gecko/20100101 Firefox/40.0
Build ID: 20150807085045

Steps to reproduce:

I listened to the urgent message that I should update to Thunderbird 38.2.0


Actual results:

Thunderbird would connect to the mail servers.  Thunderbird would not retrieve any emails.

I had Windows do a revert and the older Thunderbird was installed.  Everything was back to normal.  I received my emails.

Now, Thunderbird wants me to update to 38.2.0.  NOT HAPPENING until Thunderbird fixes the problem.


Expected results:

Thunderbird should have retrieved emails like it normally did before the Thunderbird 38.2.0 update.
Hi reporter, 
unfortunately this report is not very useful because it does not describe the problem well. If you have time and can still reproduce the problem, please read https://developer.mozilla.org/en-US/docs/Mozilla/QA/Bug_writing_guidelines and add a more useful description to this report.
Flags: needinfo?(bill2)
I would love to be able to tell you more.  But that would be misleading.

To be more specific, I simply clicked the button at the Thunderbird suggestion that I allow it to do the update.  It was automatic after that click.  I saw nothing that would lead me to believe there was a problem.

After Thunderbird completed its update process (if you want to know what that entails you will have to ask internally) Thunderbird was restarted.  At that point in time it would connect to an email server but would not download any emails.  What more do you want to know?
Flags: needinfo?(bill2)
Emails will not download for me either. ever since the update was installed yesterday automatically. Don't know what to do to fix this either. Fr now, I'm forwarding all emails that are supposed to download to my Thunderbird from my phone to another comcast email address. The emails DO download fine to my phone. Just not to Thunderbird anymore. WTH!
Thanks Todd!  I am sorry to hear you have the problem, but, I am glad to hear your simple description of the problem.  Andre Klapper was making me feel bad.  Your explanation was even more simple than mine.

I too experienced the same "automatic" update problem two updates ago.  I immediately changed the configuration so that my updates were no longer automatic.  It is very time-consuming when an inadequately tested release arrives and causes problems.  My technique for recovery was to have Windows do a recovery back to it's last recovery point.  Then I immediately had Windows Update install any updates to bring my system current.

I then opened Thunderbird and everything was back to normal.  I love Thunderbird when it works.

I have a suspicion that POP3 accounts have not been adequately tested since I noticed that setting up new accounts automatically now default to IMAP.  I've got nothing to back up my suspicion, but, when there are new toys people often forget about old toys.
I'm having a problem with the same description: after an upgrade from 31 (or 34?) to 38.2.0, one of my two IMAP accounts will not work. I have an IMAP account on mail.google.com and that seems to work okay. I have another account on another host which I believe is using Courier IMAP. I'll try to get some additional information about the server software.

Is there a good way to get a log file for the IMAP conversation? I'm using TLS/port 993 to connect and so I can't see the IMAP conversation using Wireshark. I do see what appears to be a successful TLS1.2 connection, but I can't see the encrypted conversation, of course.
I have enabled the debug log for IMAP and I can see that the server is accepting my login. The server is Dovecot, no version identifier being sent back from the server.

I see tons of messages like this in the log, with nothing else more interesting:

529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:CreateNewLineFromSocket: * 7594 FETCH (UID 205088 FLAGS (\Seen))
529010688[11a2d7670]: ReadNextLine [stream=308900 nb=36 needmore=0]
529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:CreateNewLineFromSocket: * 7595 FETCH (UID 205089 FLAGS ())
529010688[11a2d7670]: ReadNextLine [stream=308900 nb=36 needmore=0]
529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:CreateNewLineFromSocket: * 7596 FETCH (UID 205090 FLAGS ())
529010688[11a2d7670]: ReadNextLine [stream=308900 nb=36 needmore=0]
529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:CreateNewLineFromSocket: * 7597 FETCH (UID 205091 FLAGS ())
529010688[11a2d7670]: ReadNextLine [stream=308900 nb=36 needmore=0]
529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:CreateNewLineFromSocket: * 7598 FETCH (UID 205092 FLAGS ())
529010688[11a2d7670]: ReadNextLine [stream=308900 nb=36 needmore=0]
529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:CreateNewLineFromSocket: * 7599 FETCH (UID 205093 FLAGS ())
529010688[11a2d7670]: ReadNextLine [stream=308900 nb=36 needmore=0]
529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:CreateNewLineFromSocket: * 7600 FETCH (UID 205094 FLAGS ())
529010688[11a2d7670]: ReadNextLine [stream=308900 nb=36 needmore=0]
529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:CreateNewLineFromSocket: * 7601 FETCH (UID 205095 FLAGS ())

... and then finally:

529010688[11a2d7670]: ReadNextLine [stream=308900 nb=23 needmore=0]
529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:CreateNewLineFromSocket: 4 OK Fetch completed.
529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:SendData: 5 UID fetch 194024:194028,194212:194213,194236:194341,194751:194927,205090:205095 (UID RFC822.SIZE FLAGS BODY.PEEK[HEADER.FIELDS (From To Cc Bcc Subject Date Message-ID Priority X-Priority References Newsgroups In-Reply-To Content-Type Reply-To Sender Reply-To)])
529010688[11a2d7670]: ReadNextLine [stream=308900 nb=96 needmore=0]
529010688[11a2d7670]: 109e3000:imap.server.com:S-INBOX:CreateNewLineFromSocket: * BYE Internal error occurred. Refer to server log for more information. [2015-08-17 12:12:21]
529010688[11a2d7670]: 109e3000:imap.server.com:NA:TellThreadToDie: close socket connection
529010688[11a2d7670]: ImapThreadMainLoop leaving [this=109e3000]
Wayne, I found none of those to be the solution. I did however find that if I simply reboot my PC it fixed the problem and Thunderbird started receiving messages again. Needless to say, I'm turning off automatic updates as I should have to do this.
Sorry I meant SHOULDN'T have to do this.
After an investigation with my IMAP provider, some of the messages in my INBOX and another folder were owned by root instead of the correct user, which was causing the IMAP server to panic and terminate the connection under certain circumstances.

So it appears that I am *not* suffering from this problem. Good luck to the rest of you.
i'm experiencing similar problems:

after the update the automatic retrieving of email has stopped when i wake up my notebook.
clicking retrieve button works.
automatic retrieving of email works again after restarting thunderbird...
(In reply to leo.pernes from comment #11)
> i'm experiencing similar problems:
> 
> after the update the automatic retrieving of email has stopped when i wake
> up my notebook.
> clicking retrieve button works.
> automatic retrieving of email works again after restarting thunderbird...

I am seeing this problem, too. Just since I updated TB to this release, when I bring my pc out of hibernation, TB will no longer automatically retrieve messages. If I click Get Messages, for each account, TB downloads any available messages, but I must continue to do this manually. If I restart TB, automatic retrieval works again until the next time I hibernate/resume. I'm on Windows 10 64 bit with latest Windows updates, using POP3 for mail.
Same here: TB does not do regular 'automatic mail retrieval' any more.
I did not pin it down to the pc going to sleep, but it is a laptop, and it goes to sleep at least once a day (and seldom thru proper reboots, basically only when windows update commends so), so it might be the same.
OS: win 8.1 64bit
ps: mail retrieved via POP from gmail servers
I've had the same issue, for now I'm having to use no security to fetch emails from one of my mail servers.

It seems the issue is in the SSL or TLS encryption. Using Wireshark to look at the network traffic, it has an error, "illegal parameter (47)"
Here is a specific example of this bug. 

Environment: Win7; All e-mail accounts are set to download automatically every few minutes; Thunderbird runs at Windows startup and is left running. E-mail accounts are accessed via POP SSL/TLS

Bug: PC is put to sleep at night with Thunderbird still running. Next morning PC is woken up and Thunderbird appears to go through the motions of retrieving mail for all accounts but apparently finds no mail. Subsequent automatic downloads fail in a similar fashion. There is mail on the server and manual downloads work as normal.

Work-around: Restart Thunderbird after waking up the computer and everything works OK until the next sleep.
Hopefully this will help engineers, as I believe this additional issue is related.  At the same time that Thunderbird stops automatically retrieving email, it also no longer pops up alerts for calendar tasks. 

Both of these issues started within about the last 7 days (I'm on 38.2).  I can manually retrieve mail with no problem.  I haven't noticed whether it *only* happens after waking from nightly hibernation or if it happens other times as well; however it was fine last night and this morning after waking it is failing.  Windows 7 (64 bit), with IMAP accounts set to download automatically every few minutes.
If the fetching of messages does not work after hibernation, then please move to bug 1196662.

Reporter, is your problem also connected to hibernation of the machine? Or you can't download messages directly after TB start?
Flags: needinfo?(bill2)
Just had a forced update 38.2.0 and could not receive mails. Windows 8.1
Switching to Connection Security None cleared it and downloaded mails, but hardly a fix.
So no security until the next update I guess. 
I wish these basic things would get tested first.
(In reply to u547522 from comment #19)
> Just had a forced update 38.2.0 and could not receive mails. Windows 8.1
> Switching to Connection Security None cleared it and downloaded mails, but
> hardly a fix.
> So no security until the next update I guess. 
> I wish these basic things would get tested first.

You probably have a server that is vulnerable to the Logjam exploit, and Mozilla security has decided not to allow connections to such servers. This has been extensively discussed in other bugs.
My issue had nothing to do with hibernation.  It is typical that I use my computer for hours at a time without hibernation.  My Power Options settings are to turn the display off after 10 minutes.  But, my "Put the computer to sleep" option is set to NEVER.

The first time (when I was configured for automatic Thunderbird update) connection was made to the mail servers and no mail was ever received.  The second time (when I had turned off automatic update, but, manually allowed the update in hopes something had been fixed) connection was made to the mail servers and no mail was received.

I JUST REMEMBERED, after contacting my ISP they suggested I create a new account and try that new account.  I did so and the new account was configured as IMAP.  (All my other accounts are POP3.)  I did receive two test emails to that account.  One was from the ISP and I successfully sent a test email from one of my POP3 accounts.  Sorry I did not remember that sooner.  Anyway, as far as I was concerned at the time that was a useless experiment since all my other accounts were unable to receive emails.

Currently the only thing irritating about Thunderbird is it keeps requesting periodically to update to the 38.2.0 version.  Until something gets fixed I guess I'll just have to suffer.
Flags: needinfo?(bill2)
I have my Thunderbird account's server setting configured to "check for new messages every 1 minutes" and "automatically download new messages". These options have functioned perfectly until I updated to TB 38.2.0. Unfortunately, TB 38.2.0 doesn't recognize the settings because I now have to MANUALLY retrieve my email.
My issue is identical to the above comment....... "I have my Thunderbird account's server setting configured to "check for new messages every 1 minutes" and "automatically download new messages". These options have functioned perfectly until I updated to TB 38.2.0. Unfortunately, TB 38.2.0 doesn't recognize the settings because I now have to MANUALLY retrieve my email."
Just recording another update (38.2) bug with pop3 email downloads.
As above, a recent automatic update, TBird working fine earlier in the week, now it will not automatically download emails from my ISP.  
Closing Tbird and restarting it (not a complete OS reboot) enables email to download OK.
Thats a pain in the a.......
Can we have a fix for this bug ASAP please.
Here is a anoher example of this bug. 

Environment: Win7; All e-mail accounts are set to download automatically every 15 minutes; Thunderbird runs at Windows startup and is left running. E-mail accounts are accessed via POP SSL/TLS

Bug: Use PC all day, if PC goes to powersave/sleep TB locks up.  On TB lockup nothing seems to work.  Must restart and TB works fine until the next powersave/sleep mode, and TB must be restarted.  After being open for a while TB appears to go through the motions of retrieving mail for all accounts but apparently finds no mail. Subsequent automatic downloads fail in a similar fashion. There is mail on the server and only retrieved after each TB restart.

Work-around: Restart TB after waking up the computer and everything works OK until the next sleep.
Not getting mail after hibernate is being addressed in bug 1196662.  It has enough information that no further details are needed, but if you are interested in the seeing the results feel free to cc: on the bug without comment.
Setting dependency to bug 1196662 instead of duping for ease of tracking. If dupingis appropriate, dup close, plese.
Depends on: 1196662
imap users who see this in relation to hibernate/sleep/wake/etc please see bug 1196662 (no need to comment there)


> My technique for recovery was to have Windows
> do a recovery back to it's last recovery point.  

You're sort of lucky it worked - not everyone has satisfactory results with recovery points.

> I then opened Thunderbird and everything was back to normal.  I love
> Thunderbird when it works.
> 
> I have a suspicion that POP3 accounts have not been adequately tested since
> I noticed that setting up new accounts automatically now default to IMAP. 
> I've got nothing to back up my suspicion, but, when there are new toys
> people often forget about old toys.

Acutally, with the knowledge of support request we get from users, your comments point elsewhere. If authentication to the accounts completed but getting new mail fails, that's typically caused by antivirus and software programs. Even more telling is your comment that both pop and imap accounts are failing, *and* that it works if you go back to a previous version of Thunderbird. Please see https://wiki.mozilla.org/Thunderbird:Testing:Antivirus_Related_Performance_Issues
Severity: normal → major
Status: UNCONFIRMED → RESOLVED
Closed: 9 years ago
No longer depends on: 1196662
Resolution: --- → INVALID
Summary: Thunderbird 38.2.0 does not retrieve emails from any mail server → Thunderbird 38.2.0 does not retrieve emails from any mail server [not hibernate related]
Whiteboard: [antivirus:??]
I forgot to comment on kent's useful posting - if you in fact are failing at the authentication step, then see https://support.mozilla.org/en-US/kb/thunderbird-and-logjam
What does this "RESOLVED INVALID" mean?

What it means to me personally is that I will keep receiving the Thunderbird request to allow upgrade to 38.2.0 until I get sick of it and find a new email client or until a different Thunderbird version is offered - whichever comes first.

I took the time to report the problem.  The problem occurs immediately following the update.  It has failed twice.  Nothing has been RESOLVED.
(In reply to bill2@fastpitchcentral.com from comment #30)
> What does this "RESOLVED INVALID" mean?

Please see the links provided in comment 28 and comment 29.
You just do not understand.  I've got other things to do in my life.

YOU and your crew have broken a perfectly good working Thunderbird.  I am using a perfectly good Thunderbird.  I will keep using the old Thunderbird for awhile.  It would be a longer while if I could figure out how to stop these incessant messages asking me to upgrade.

I did take the time to send Comment 29 to my ISP.  If they have anything to fix that's great.

As far as Comment 28 is concerned, I use Norton Security Suite and I have no idea what I could even attempt to do.  If I had to deal with this I would just find a new email client.  Hopefully the new email client can retrieve emails from mail servers - unlike Thunderbird 38.2.0 CAN NOT on my computer.
Understand, our preference is for you to be satisfied. The fastest path to that is provide you with information and point you in the direction we think is most likely to be your problem.  Thus as I wrote, in my considerable experience helping many hundreds of users per year, given the information you have presented, I don't believe the problem is in Thunderbird. I can't prove that from my end - we'll only know the cause of YOUR issue via your further testing of version 38. Such as starting Windows and Thunderbird in safe mode and assessing the results. A more detailed version of the process given at https://wiki.mozilla.org/Thunderbird:Testing:Antivirus_Related_Performance_Issues is ...

Start *Windows'* safe mode with networking enabled
- win7 http://windows.microsoft.com/en-US/windows7/Start-your-computer-in-safe-mode
Still In Windows safe mode, start thunderbird in safe mode
- http://support.mozillamessaging.com/en-US/kb/safe-mode

- If problem is gone, (still in Windows safe mode) ... start Thunderbird normally
    -- If problem is still gone, then cause is a program loaded during
windows startup.  Possibilities include: antivirus SW, virus/malware,
background downloads such as program updates
    -- if the problem is seen in *Thunderbird* normal mode in Windows safe mode then the problem is likely an addon you have installed in Thunderbird.

- If problem did NOT go away in *Windows* safe mode and Thunderbird safe mode then problem is either: bug in Thunderbird, in your Thunderbird
 profile, your mail provider. 


Another reason I closed the bug is the bug description is vague enough that many users were piling on here whose symptoms (per their own comments) don't match yours.  This is a big problem, because it makes it harder for those users to get solutions, as well as make it harder for us collectively to identify the cause of *your* problem - that is if you decide to investigate further (but I did not expect you to be interested in doing after your comment 21)
No time right now.  Maybe next month will let up the pace.  I almost missed an important business appointment sending the response this morning.

I'm still waiting on the word from the ISP.  They did tell me they were very aware of the issue and thought it had been taken care of but the person involved is on vacation.  

Anyway to turn off this incessant program that periodically asks me to upgrade to 38.2.0?

I stayed on "Windows XP" for years before moving to Windows 7.  I suppose I could do the same with Thunderbird.
options | advanced | updates - suggest you use, Check ... but let me choose
(In reply to pixframe from comment #22)
> I have my Thunderbird account's server setting configured to "check for new
> messages every 1 minutes" and "automatically download new messages". These
> options have functioned perfectly until I updated to TB 38.2.0.
> Unfortunately, TB 38.2.0 doesn't recognize the settings because I now have
> to MANUALLY retrieve my email.

Before doing the 38.2.0 update I saved a copy of my TB directory (c:\users\default\appdata\roaming\thunderbird\profiles) to a flash drive. Last night I copied and pasted this saved (older) version into my Thunderbird directory and my email is back to being retrieved every 1 minute ... even though "about Thunderbird" still says I'm version 38.2.0. My operating system is Windows 7. So, now, the only fix I need is how to get TB back to automatically downloading my email after coming out of hybernation. I still had to do this manually.
Looks like "pixframe" may have the smoking gun!

Perhaps Thunderbird 38.2.0 is incorrectly changing the profiles.  If that is the case, fixing that problem will perhaps solve the issue.

This would appear to be a more basic issue.  If solved first, perhaps the hibernation issue goes away.
Damn!  There was a Firefox update and I'll bet that I was so tired last night after working close to 24 hours that there was a Thunderbird update request at the same time.  I'm not sure that was the scenario.

The result is that I'm on 38.2.0 again and I'm no longer receiving my emails once again. !@#$%^& I'm out of business until I get that problem fixed.

I'm also on my own since I can not receive an email from Bugzilla@Mozilla.  Instead of immediately doing a revert to the last Windows recovery point I will attempt to play with the profiles and hopefully fix something - by magic.

This would be a lot easier if someone had fixed 38.2.0.
My first attempt failed.  I created a new email account at my ISP.  (Note that there is no way to specify POP3 or IMAP, you just get whatever they give you.)

I then went to my existing Thunderbird and attempted to send an email to the new account.  I got the following message from Thunderbird:

"Sending of the message failed.  The message could not be sent because connecting to the Outgoing server (SMTP) mail.fastpitchcentral.com failed.  The server may be unavailable or is refusing Outgoing server (SMTP) connections.  Please verify that your Outgoing server (SMTP) settings are correct and try again."

Next I'll try to setup a new Thunderbird profile for the new email account.

This would be a lot easier if someone would just fix Thunderbird 38.2.0
When I clicked the error message I got another error message from Thunderbird that said:

"There was an error saving the message to Drafts. Retry?"
I proceeded to use "Mail Account Setup" for the new email address.  Thunderbird appeared to be successful in retrieving the IMAP and SMTP information.  But my outgoing mail server is via comcast and Thunderbird had gotten the outgoing from the ISP.

This is too much for me.  I do not have hours to spend fixing this problem.  I am going to do a Windows revert to the last recovery point.
OK, now the Thunderbird has been restored to 38.0.1 and everything is right with the world.  My emails are being receied as if nothing happened.

I did take the time to find the "Never check for updates" selection in the Options Update section.

But, I did just get a notification for the "Firefox" update.  I guess I will allow that.  Hopefully there is no connection to Thunderbird.
I'm experiencing the same problem that several users have described here on Arch Linux. I upgraded to 38.2 two weeks ago, but first noticed the issue yesterday. I have accounts on two different POP3 servers. Thunderbird previously retrieved messages automatically, just as I have it configured to do under the respective account settings. This is no longer happening, but I can still retrieve messages manually (by clicking the send/receive button, File>"Get New Messages", or shift+F5). So I have no trouble retrieving messages. It's just not happening automatically, like it should and used to.

My error console has a lot of these messages:
Error: [Exception... "Component returned failure code: 0x80070057 (NS_ERROR_ILLEGAL_VALUE) [nsIMsgFolder.getStringProperty]"  nsresult: "0x80070057 (NS_ERROR_ILLEGAL_VALUE)"  location: "JS frame :: chrome://messenger/content/folderPane.js :: getSmartFolderName :: line 2788"  data: no]
Source File: chrome://messenger/content/folderPane.js
Line: 2790

I don't really think it's related, since it only seems to occur when I focus on the Thunderbird window. However, that's the only error message I'm seeing.

Please let me know if I can help with any more info. Thanks.
(In reply to Casey Jones from comment #43)
> My error console has a lot of these messages:
> Error: [Exception... "Component returned failure code: 0x80070057
> (NS_ERROR_ILLEGAL_VALUE) [nsIMsgFolder.getStringProperty]"  nsresult:
> "0x80070057 (NS_ERROR_ILLEGAL_VALUE)"  location: "JS frame ::
> chrome://messenger/content/folderPane.js :: getSmartFolderName :: line 2788"
> data: no]
> Source File: chrome://messenger/content/folderPane.js
> Line: 2790

SmartFolder is internal name of "Unified Folder" of View/Folder/Unified.
Do you always use View/Folder/Unified? Or always use View/Folder/All?
In any case, if the exception is relevant to your problem, do next, please.
  1. Switch between View/Folder/Unified and View/Folder/All several times, click a folder at each Folder View,
     and finaly choose your requred Folder View.
  2. Does the exception disappear? How about your problem?
Well, first of all, this error message is not my problem. As stated above, my problem is the same as the other users above have described. Automatic periodic message retrieval seems to no longer be working consistently in Firefox 38.2.

I only mentioned this error message in case it could be related to this bug. Unless anyone thinks there is a possible relation between the automatic retrieval message and the error message, I don't really feel we should be discussing the latter. However, for your information, I always use View/Folder/Favorites, and the error message did not stop coming up after following your suggestions.

Upon re-reading the bug comments, I believe that some of us may indeed have a different problem than the original poster (bill2@fastpitchcentral.com). Bill said that "Thunderbird would not retrieve [his] emails." He doesn't specify whether he is talking about manual or automatic retrieval.

My problem is identical to the one reported by pixframe@gmail.com,  pbarb, and  saa_nc2@bellsouth.net. I can retrieve messages, but this is not happening automatically.

Should I file a new bug?
(In reply to Casey Jones from comment #45)
> Should I file a new bug?

If your problem is persistent, I think you are better to open separate bug, with:
  - Cleaar descriptin of "different from Bug 1195043 which was closed as INVALID". 
  - Cleaar descriptin of "absolutely different from Bug 1196662".
  - After(and only after) clearing annoying/excess/misleading exception in SmrtFolder.
    Note: Favarite Folder also utilizes Virtual Folder(==SmartFolder)
  - With attaching suffcient data for problem analysis by developer,
    for examle, IMAP log or POP3 log, account definiti9n data, and so on.
Okay. I don't think it's the same as "Bug 1196662 either, since that issue is reportedly related to hibernation. I use Linux, and never hibernate, but only suspend to RAM.
(In reply to Casey Jones from comment #47)
> since that issue is reportedly related to hibernation.
> I use Linux, and never hibernate, but only suspend to RAM.

Hiberntion is usualy used as same feature as "Suspend to Disk in Linux", but Suspend to RAM is also a member of "hibernation family", and a member of "Sleep in ACPI".
  Suspend to Disk : Save memory data in Disk file, power off of all element of PC.
                    In Win world, hiberntion is usually used for this.
  Suspend to RAM  : Keep memory data as-is, power off of all element of PC except memory.
From perspectiveb of Bug 1196662. there is no difference between Suspend to Disk and Suspend to RAM.
Please don't open bug at buzgilla bsed on wrong assumption or misunderstanding.
Casey said, "He doesn't specify whether he is talking about manual or automatic retrieval."

I was referring to automatic retrieval.  

Manual retrieval did not work for me either with one exception.  The one exception was a new IMAP account that I created for test purposes.  It would not work automatically but it did work manually.  All my other accounts are POP3.
I have this issue too but interesting only on one of 2 mail accounts.  All are pop accounts.  My BT account is working fine but my gmail is not !   I am using Thunderbird v38.2 The gmail account downloads  manually and automatically after restarting thunderbird.   When I resume after hibernate the account never collects automatically.
I forgot to mention I removed AVG to see if this might be cause but it made no difference.
Interesting - just tonight (NZ Time) TBird 38.2 has started behaving itself and is doing automatic downloads when started manually, ie acting normally again.  This morning it was still doing its stubborn act requiring a second restart before it would download emails via Pop3 from my ISP.  Have been out all day with PC in sleep mode & TBird shut down, no tinkering with settings. Have I missed something???  Version # hasnt changed.
I am also experiencing this bug. It is difficult to pinpoint precisely how and when it occurs. When I upgraded to TB 38.2, I immediately noticed that mails weren't ALWAYS being fetched automatically; sometimes some accounts (POP and/or IMAP) had up to one day of backlog. Note that this is on multiple IMAP/POP servers in different geographic locations, one of which is GMail. However, SOMETIMES the automatic fetch occurs.

I have sometimes noticed that mails seemed to get downloaded upon some action of mine (e.g. switching to a given folder), as if this action of mine got a timer unstuck/unmasked. [You probably know what I mean: you see the mails populating the top of the list in front of your eyes, as opposed to switching to a folder and finding the new unread mails already there]. If that is the case, then it is possible that automatic fetching is in fact never working for me now, and it merely "seems" to work sometimes but was in fact not run on schedule.

Manually downloading mails with the "Get New Messages" button works very consistently, instantly and without glitches. It seems that the problem is not really due to any server, network or authentication issues.

Finally, this issue persisted across a reboot. I'm working on a laptop which means that I use sleep (not hibernate) all the time, but I don't see a clear correlation between sleep cycles and TB failing.

Note that I have had automatic fetching set to a 3-minute intervals for years now, and it definitely used to work reliably until this version of TB.

Is it possible that there is a bug with TB's timers?
Additional information on top of my previous comment - I use Avira 15.0.12.420. It is a 1-month old engine, yet the problem appeared only after the TB upgrade. I strongly doubt it it Avira's fault, specially because manual fetching works just fine. I think the bug should definitely be reopened.
Let me state my findings.  Results are the same on both my wife's and my computers:
I am running Win10, 64bit.  My wife is Win7.  After we installed update 38.2.0, we BOTH experience the following:  We put our computers in SLEEP mode at night with TBird running.  When the computers are awaken in the morning, messages are not retrieved automatically on EITHER computer.  My wife is using gmail POP.  I am using yahoo.pop.   We can retrieve messages with "Get Messages".  We can restart TBird and it will work normally until the next night's sleep.  We have both been using TBird for years and this is definitely something that has changed in TBird. NOTE: we are using different operating systems and different email services.  Thanks
I can confirm this problem.
I reverted to Thunderbird 38.0.1 and everything works again.
You can download it here: https://ftp.mozilla.org/pub/mozilla.org/thunderbird/releases/38.0.1/win32/en-GB/
I also confirm this problem. 
Last two days I was trying to fix the profile folder somehow/anyhow/automagical but without success.
I have installed a new 38.2.0 instance, set it up and it works. The only problem is that in the old instance I have more then 10 GB of my emails from 5 different accounts, both POP3 and IMAP. I need this old mails. Working with two instances parallel is pointless, so I will try to downgrade the old one to 38.0.1 as github@chroot.se suggests. Not sure, if I know how to do that. Any help with this bug is highly appreciated.
For the third time I've now attempted to upgrade to 38.2.0 and the result is the same.  I had previously established a Windows Recovery Point so I was easily and relatively quickly able to revert to the prior 38.0.1 version that works perfectly fine.

The reeason for the third attempt was notification from my ISP that they had now in fact done the key change specified in one of the documents previously mentioned in this thread.  While the key change did no damage (it works fine with 38.0.1) there was no apparent benefit to 38.2.0 either.

Next time I get a chance I am going to attempt to install 38.2.0 on a clean system.  In other words a system where no client email software exists.  I will initially be using a new email address as well.  If that works I will then attempt to use an old email address at a time of day where fewer emails can be expected except for my test emails.
Status: RESOLVED → UNCONFIRMED
Resolution: INVALID → ---
OS: Unspecified → Windows 7
Hardware: Unspecified → x86_64
sleep/hibernate issues are a DIFFERENT bug, and we anticipate this will be fixed in a couple weeks in version 38.3.0.  A workaround which helps some users to do File | Offline | Work Offline, then do it again a second time to bring Thunderbird back online.

In cases where sleep/hibernate is not a factor, based on experience the most likely cause will be antivirus/firewall software - including Norton.  See comment 33 for instructions and details.
Summary: Thunderbird 38.2.0 does not retrieve emails from any mail server [not hibernate related] → Thunderbird 38.2.0 does not retrieve emails from any mail server [not hibernate nor sleep related]
Whiteboard: [antivirus:??] → [antivirus/firewall:??]
P prevpously looked at comment 33 and ignored it for one simple reason.  The goal seemed to be an effort to place blame elsewhere.  Then I would need to start chasing ghosts since the first question Norton or Microsoft would ask is what did you change recently.

The fact is I have attempted to upgrade to Thunderbird 3 times and each time the effort has resulted in the same result.  

When I have time I may try the startup in safe-mode that Comment 33 suggests - definitely not before next weekend I am too busy with real work.  I'm sure that thousands of other disappointed Thunderbird users could do the same safe mode test.  I suspect most of them will simply wait until a Thunderbird version arises to fix the problem.  Or, they will move to another email client.

It is difficult enough staying a loyal Firefox/Thunderbird user.  In my experience Firefox is now very slow in comparison to Chrome and when you get Firefox operating in the background with a few tabs open and macros playing it takes several MINUTES of "Not Responding" before getting Firefox attention (usually so I can close some of those tabs - because it seems to run faster).  But, even after all that the browser is still functional so there is no need for a Bugzilla.  Now I've got an organization supporting Thunderbird that seems not to understand the basics of problem resolution.  In other words, if you make a change and everything else is equal, the change is the source of the problem.  Then they declare my problem RESOLVED, INVALID while I'm still there on an old version because the new version will not retrieve my emails.  Very frustrating.
P prevpously - should be "I previously"

Some of the keys have worn off on my keyboard (got to get remember to get a new one).
Note that the expert has not commented on item 55 above.  Two different computers, different operating systems --- same result with the new version.  They always want to blame AV or something other than their "upgrade"
Sure, because some AVs/personal firewalls block connections if the binary/executable has changed in any way. Of course they should ask for confirmation but it happens it either does not come, or the user dismisses it randomly. So even if no feature changed in TB just some compiling change, AVs could still block it.
(In reply to :aceman from comment #63)
> Sure, because some AVs/personal firewalls block connections if the
> binary/executable has changed in any way. Of course they should ask for
> confirmation but it happens it either does not come, or the user dismisses
> it randomly. So even if no feature changed in TB just some compiling change,
> AVs could still block it.

I guess you didn't read my original comment either.  #55.  One computer Win7, one Win10.  No changes in anything except the TBird update and both my wife and I have the same experience.
(In reply to bill2@fastpitchcentral.com from comment #60)
> ... Now I've got an organization supporting
> Thunderbird that seems not to understand the basics of problem resolution. 
> In other words, if you make a change and everything else is equal, the
> change is the source of the problem.  Then they declare my problem RESOLVED,
> INVALID while I'm still there on an old version because the new version will
> not retrieve my emails.  Very frustrating.

Your assertion is not a tautology.  And so until you test safe, we do not know whether safe mode helps (nor to we have proof of your presumption that it will not). Until tested all we have is guesses and rhetoric.  When you have tested it, I invite you cc me on the bug.


(In reply to twatripp from comment #62)
> Note that the expert has not commented on item 55 above.  Two different
> computers, different operating systems --- same result with the new version.
> They always want to blame AV or something other than their "upgrade"

Reread my comment 59 and note the workaround. In case my comment (and this bug's modified summary) is not perfectly clear - you are in the WRONG, WRONG, WRONG (WRONG) bug report. Yours is a known issue, with an identified fix that we hope will be in the next release within a couple weeks.
I'm obscuring nothing.  My suggestion to you is to take the time to do a survey of the community.  I stand by my remark.  If only one thing changes and causes system failure and subsequently that change is reversed and system failure no longer exists, the one change is the problem.

If it were the case that supporting documentation was part of the one change and I failed to verify the "key change" previously mentioned, you might have a valid point.  If I had received notification from Norton that something was blocked you might have a valid point.  If I had looked at Norton history and seen a red message indicating anything Thunderbird was doing was being blocked then you might have a valid point.  There are no valid points.  

As I indicated, when I have time I might get around to doing the safe-mode test.  Your rhetoric is in no way conducive to speeding up that process.  In fact it might be a couple weeks before I get back to even considering helping you to fix your product.
(In reply to twatripp from comment #64)
> I guess you didn't read my original comment either.  #55.  One computer
> Win7, one Win10.  No changes in anything except the TBird update and both my
> wife and I have the same experience.
Great, so your problem is not AV, but hibernation/sleep. So then you belong into bug 1196662.

The AV comments still hold for the other commenters that are not hibernate/sleep related.
Bug generated in Tb 38.2 is not Bug 1196662 only, which is relevant to WakeUp(CPU power is enabled again, CPU clock is enabled again, etc.) after OS level event which is called hibernation, suspend, standby, sleep, and so on.(PC OSes freely uses term which the OS loves for such event).
As known by comment in Bug 1196662(and/or Bug 1197152), Bug 1182831 is also generated in Tb 38.2.0.
As known by patch for Bug 1182831,
> In autosync.js
> -  _runnning : false,
> +  _running : false,
>    onStateChanged : function(running) {
>      try {
> -      this._runnning = running;
> +      this._running = running;
>        this.log.info("OnStatusChanged: " + (running ? "running" : "sleeping") + "\n");
>      } catch (e) {
>        this.log.error("onStateChanged: " + e);
if other code relies on this._running, any thing wrong can occur in autosync relevant features, because this._running is never correctly set by the typo(undefined, so this._running is usually considered as FALSE in JS code.)

I believe that "Downgrade to Tb 38.1.0(clean install, instead of overlay install)" is best method, if you so frequently see your problem after upgrade to Tb 38.2.0.
If problem disappears by downgrade to Tb 38.1.0, you can consider your problem "bug in Tb 38.2.0".
This bug has become a catch-all for "I updated to Thunderbird 38.2.0 and now my email stopped working". There are multiple, known reasons why that may occur. If you are having this kind of problem, the proper place to get help is from the support channels, not the bug reporting mechanism. Because there are multiple known issues, which are quite common and likely the source of your issues, you really need to test to make sure that none of the known issues are your problem before you report a new bug. You may believe that it is the responsibility of the volunteer community who maintains Thunderbird to tell you how to fix your problem, but that does not make it true.

"If only one thing changes and causes system failure and subsequently that change is reversed and system failure no longer exists, the one change is the problem." is certainly true, but that does not mean that an overly general bug is valid. Nobody is denying that you are having problems, what we are denying is that this bug is helping identify new code issues that need resolving.

I going to change this bug status again to RESOLVED INVALID.

Wayne or others: Is there a support topic or thread that we can refer people to?

Looking through specific cases here:

Casey Jones, twatripp, feangio@tin.it, saa_nc2@bellsouth.net, leo.pernes@googlemail.com, tajkkj@cox.net, Gaetano Giunta, John, Howard, pixframe@gmail.com, pbarb, PC Dr Dave

All of these reports are some variant of the suspend/hibernate issue, which is bug bug 1196662. I don't know if the hibernate issue applies to suspend or not, but probably it does. We will be uplifting a patch for TB 38.3.0 that supposedly fixes that, it would be good to test that or the current Thunderbird nightly. If your problems can be demonstrated in either Nightly or the upcoming Thunderbird 38.3.0, please report to that bug or file a new one.

Daniel, u547522@disabled.tld:

Appear to be some variant of the security-related issues, either Logjam or NTLM. See my note https://exquilla.zendesk.com/entries/82850605-Updated-to-Thunderbird-38-authentication-stopped-working-NTLM-or-Logjam- which provides possible workarounds, and applies to IMAP or POP3 as well as the EWS used in ExQuilla.

bill2@fastpitchcentral.com:

You never really seem to get much beyond "it used to work, and now it does not". What you need is support help, not a bug report. Though you claim in multiple ways: "YOU and your crew have broken a perfectly good working Thunderbird" I can assure you that I am no more responsible for your problem than you are. All of those responding to you here representing Thunderbird are volunteers that have had nothing to do with causing the underlying issues (which all originated in Firefox code), and yet have worked hard to figure them out and try to mitigate the effects. I don't have a problem with my email, you do. If you don't have time to investigate your problem, then I certainly do not. If the old version works for you, just use it.

Resolved->Invalid.

Please note that we welcome new bug reports that can confirm some problem that is not one of the known ones, but those would be best discussed in support channels or in new bugs. Because the vast majority of problems are likely to be one of the new problems, don't expect much help if you can't confirm that you are not affected by one of the existing problems.

I recommend to those of you from the Thunderbird QA and developer community that we stop further comments in this bug.
Status: UNCONFIRMED → RESOLVED
Closed: 9 years ago → 9 years ago
Resolution: --- → INVALID
Correction: "Because the vast majority of problems are likely to be one of the new problems" should be "... old problems".
You said, [[This bug has become a catch-all for "I updated to Thunderbird 38.2.0 and now my email stopped working". ]]

Your initial premise is incorrect (i.e. "I updated").  My only involvement was to allow your organization to automatically update my copy of Thunderbird.  Whomever in your volunteer organization that decided 38.2.0 was ready to go and released that version updated and broke one copy of Thunderbird and likely hundreds of thousands of copies of Thunderbird.

Until your volunteer organization takes responsibility, your organization has begun a search for new leadership.  You can not break software and then deny involvement.  It does not happen in the real world.  Try telling your boss "I put up a new version and only a few guys responsible for revenue are having trouble so I'll leave it running".  I would say the boss might have a difference of opinion.

But, I'm only one user so **** on me.
I noticed the automatic fetch not working directly after the update, in the same session. So no hibernation, standby, or shut down, but direct after the update.

Manually retrieving is OK, and most of the time the mail on my system IS automatically fetched for days, but like today it stopped again.

Windows 7.
My last comment about mail being fetched 'most of the time' is not checked enough, it could be wrong.
Positively still is the fact that it started the minute after the update was performed.
I did a test:

mail was not fetched automatically today. Tried a few times, also with reset fetch time. No go.
Manually was OK, after start of TB was OK.

Rebooted my PC (with powerdrain by the way), and email was (as usually) fetched at boot.
Directly send a new email, and after the set time (5 min.) the mail was nicely automatically fetched.

I cannot enter your discussions about were to go for an answer on this, I only know TB worked for me on this for many years under a few Windows versions, but after an update it suddenly stopped downloading my emails automatically, in the same session as the update.

For me tonight a reboot started TB working again, so indeed I can say it only sometimes stops working.

(32 bit Windows 7)
> I recommend to those of you from the Thunderbird QA and developer community
> that we stop further comments in this bug.

I think I just have to wait then... until things work.
Does that mean that someone is going to work on the problem ?   It seems from most of the comments that developers are trying to say that no problem exists whereas we the user know that it does.
My last comment here:

it seems that after longer testing my problem with automatic downloading of the mail IS also sleep related. Entering sleep for five minutes does NOT trigger the situation, only after a longer sleep period (e.g. tested at 45 minutes or more) the automated downloading is not resumed.

Restarting TB resolves that problem for the moment.

I tried off-line / wait 5 minutes / on-line:
at first it did not solve the situation, but after leaving the system idle for much longer than the regular download interval is set, suddenly a download was triggered, and after that, regular download resumed.

While the automatic downloads did fail at the regular times that the downloads should have appeared, a whirlpool beside the pointer did shortly occur, giving still the impression that at least something was going on at these intervals.

In the end, sorry for posting these experiences in the wrong bug report.

Erik den Houter.
why is the Status set to "RESOLVED INVALID" ?
it's not invalid, please fix this bug.
(In reply to Oliver Christen from comment #78)
> why is the Status set to "RESOLVED INVALID" ?

See previous comments. In this case comment 69, and the current status is correct.
I see, thanks
For some reason, I couldn't retrieve emails after I updated to 38.3.0. It wasn't until I changed my login setting from SSL/TSL to none that it started to work again.
I get this too on Fedora Linux.
It only seems to be fixed by restarting.
The error console shows a lot of "uncaught exception 2147746065".
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