1204079 - TBird hangs; process cannot be killed; requires logoff/login

Status: RESOLVED INCOMPLETE

(Thunderbird :: Untriaged, defect)

Description

[Dan Meek]

User Agent: Mozilla/5.0 (Windows NT 5.1; WOW64; rv:40.0) Gecko/20100101 Firefox/40.0
Build ID: 20150826023504

Steps to reproduce:

Tried to use TBird


Actual results:

TBird 38 often hangs in Windows 7 Home Premium.  At that point, the process cannot be killed.  Says it cannot be killed because it is in the process of exiting, but it never exits.  TBird cannot be restarted; throws Mozilla error message.  Only solution is complete logoff and logon.  Still, the old TBird process is there and still cannot be killed.  Only way to kill it is to reboot.


Expected results:

TBird should not hang.  Should be able to kill the process.

Comment 1

[Wayne Mery (:wsmwk)]

(In reply to Dan Meek from comment #0)
> User Agent: Mozilla/5.0 (Windows NT 5.1; WOW64; rv:40.0) Gecko/20100101
> Firefox/40.0
> Build ID: 20150826023504
> 
> Steps to reproduce:
> 
> Tried to use TBird
> 
> 
> Actual results:
> 
> TBird 38 often hangs in Windows 7 Home Premium.  At that point, the process
> cannot be killed.  Says it cannot be killed because it is in the process of
> exiting, but it never exits.  TBird cannot be restarted; throws Mozilla
> error message.  

Please be more specific - what error message?

> Only solution is complete logoff and logon.  Still, the old
> TBird process is there and still cannot be killed.  Only way to kill it is
> to reboot.

This suggests a Windows or OS-level software issue. What antivirus do you use?

Comment 2

[Dan Meek]

When TB hangs, there is no error message.  If I try to kill process and restart it, I get a Mozilla error dialog and this:

40torge.kummerow:5.1.2,tagord%40kaosmos.nnp:0.2,tbsortfolders%40xulforum.org:1.1,thunderbird-filelink-dropbox%40mikeconley.ca:1.0.1,refwdformatter%40masahiko.info:0.3.1,%7B2bc419d0-6cf3-11da-8494-000a95be0946%7D:1.2.6,%7B35834d20-efdb-4f78-ab77-9635fb4e56c4%7D:1.3.5.1,%7B4a104f95-6584-4f9d-81cf-8071c43d5510%7D:0.2.3.4,%7B4DEAAEEC-FC67-11DA-8ABF-A21DECFE1765%7D:0.2.2,%7B650B62B3-FAEE-48dd-BDBD-FB2A61B74CCD%7D:0.7,%7B782E3D25-61FD-4997-AA8F-D3F18FA92ECC%7D:0.7.5,%7B837cbf1c-a15b-11da-957a-00e08161165f%7D:1.2.1,%7Ba3ba6d6b-e8de-465a-b155-f87586e47039%7D:0.5.3.2,%7BCC181FFE-82BD-4c02-907F-4B79C4C404F2%7D:2.0.1,%7Ba300a000-5e21-4ee0-a115-9ec8f4eaa92b%7D:0.3.12,hdiakos%40csd.uoc.gr:1.0.3,%7B70f9fce4-b110-4349-b1b2-6311e58fda3e%7D:0.3.3,filtaquilla%40mesquilla.com:1.3.1,adonis.cuhk%40gmail.com:1.8.9.1-signed,%7B1a5dabbd-0e74-41da-b532-a364bb552cab%7D:1.0.9.1-signed,%7B46551EC9-40F0-4e47-8E18-8E5CF550CFB8%7D:2.0.2.1-signed,savedpasswordeditor%40daniel.dawson:2.9.1-signed,%7B58D4392A-842E-11DE-B51A-C7B855D89593%7D:2.1.0,toggle-headers%40mattsch.com:0.4,quickfolders%40curious.be:4.1.1,%7B8845e3b3-e8fb-40e2-95e9-ec40294818c4%7D:0.9.11.6,ProfileFolderButton%40schuzak.jp:1.0.5,%7B3ed8cc52-86fc-4613-9026-c1ef969da4c3%7D:3.2.4,%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:38.2.0,en-US%40dictionaries.addons.mozilla.org:7.0.1,check-compatibility%40dactyl.googlecode.com:1.3.1-signed,%7B03B08592-E5B4-45ff-A0BE-C1D975458688%7D:1.1.1-signed,cam%40sdrocking.com:7.0.1-signed,riseofthetools%40rsjtdrjgfuzkfg.com:1.1.0.0,%7Bf69e22c7-bc50-414a-9269-0f5c344cd94c%7D:40.0
AvailablePageFile: 29876633600
AvailablePhysicalMemory: 12600291328
AvailableVirtualMemory: 4042829824
BIOS_Manufacturer: LENOVO
BlockedDllList: 
BreakpadReserveAddress: 46661632
BreakpadReserveSize: 67108864
BuildID: 20150813074416
CrashTime: 1442110369
EMCheckCompatibility: false
Email: [e-mail]
FramePoisonBase: 00000000f0de0000
FramePoisonSize: 65536
InstallTime: 1440365583
ProductID: {3550f703-e582-4d05-9a08-453d09bdfdc6}
ProductName: Thunderbird
ReleaseChannel: release
SecondsSinceLastCrash: 89577
StartupTime: 1442110368
SystemMemoryUsePercentage: 26
Theme: classic/1.0
Throttleable: 1
TotalPageFile: 34182447104
TotalPhysicalMemory: 17092165632
TotalVirtualMemory: 4294836224
URL: 
Vendor: 
Version: 38.2.0
useragent_locale: en-US

After a few attempts at killing and restarting it, it will no longer be killed.  Process Exporer says it cannot be killed because it is exiting.

Antivirus is Malwarebytes.

Comment 3

[Dan Meek]

When TB hangs, there is no error message.  If I try to kill process and restart it, I get a Mozilla error dialog and this:

40torge.kummerow:5.1.2,tagord%40kaosmos.nnp:0.2,tbsortfolders%40xulforum.org:1.1,thunderbird-filelink-dropbox%40mikeconley.ca:1.0.1,refwdformatter%40masahiko.info:0.3.1,%7B2bc419d0-6cf3-11da-8494-000a95be0946%7D:1.2.6,%7B35834d20-efdb-4f78-ab77-9635fb4e56c4%7D:1.3.5.1,%7B4a104f95-6584-4f9d-81cf-8071c43d5510%7D:0.2.3.4,%7B4DEAAEEC-FC67-11DA-8ABF-A21DECFE1765%7D:0.2.2,%7B650B62B3-FAEE-48dd-BDBD-FB2A61B74CCD%7D:0.7,%7B782E3D25-61FD-4997-AA8F-D3F18FA92ECC%7D:0.7.5,%7B837cbf1c-a15b-11da-957a-00e08161165f%7D:1.2.1,%7Ba3ba6d6b-e8de-465a-b155-f87586e47039%7D:0.5.3.2,%7BCC181FFE-82BD-4c02-907F-4B79C4C404F2%7D:2.0.1,%7Ba300a000-5e21-4ee0-a115-9ec8f4eaa92b%7D:0.3.12,hdiakos%40csd.uoc.gr:1.0.3,%7B70f9fce4-b110-4349-b1b2-6311e58fda3e%7D:0.3.3,filtaquilla%40mesquilla.com:1.3.1,adonis.cuhk%40gmail.com:1.8.9.1-signed,%7B1a5dabbd-0e74-41da-b532-a364bb552cab%7D:1.0.9.1-signed,%7B46551EC9-40F0-4e47-8E18-8E5CF550CFB8%7D:2.0.2.1-signed,savedpasswordeditor%40daniel.dawson:2.9.1-signed,%7B58D4392A-842E-11DE-B51A-C7B855D89593%7D:2.1.0,toggle-headers%40mattsch.com:0.4,quickfolders%40curious.be:4.1.1,%7B8845e3b3-e8fb-40e2-95e9-ec40294818c4%7D:0.9.11.6,ProfileFolderButton%40schuzak.jp:1.0.5,%7B3ed8cc52-86fc-4613-9026-c1ef969da4c3%7D:3.2.4,%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:38.2.0,en-US%40dictionaries.addons.mozilla.org:7.0.1,check-compatibility%40dactyl.googlecode.com:1.3.1-signed,%7B03B08592-E5B4-45ff-A0BE-C1D975458688%7D:1.1.1-signed,cam%40sdrocking.com:7.0.1-signed,riseofthetools%40rsjtdrjgfuzkfg.com:1.1.0.0,%7Bf69e22c7-bc50-414a-9269-0f5c344cd94c%7D:40.0
AvailablePageFile: 29876633600
AvailablePhysicalMemory: 12600291328
AvailableVirtualMemory: 4042829824
BIOS_Manufacturer: LENOVO
BlockedDllList: 
BreakpadReserveAddress: 46661632
BreakpadReserveSize: 67108864
BuildID: 20150813074416
CrashTime: 1442110369
EMCheckCompatibility: false
Email:
FramePoisonBase: 00000000f0de0000
FramePoisonSize: 65536
InstallTime: 1440365583
ProductID: {3550f703-e582-4d05-9a08-453d09bdfdc6}
ProductName: Thunderbird
ReleaseChannel: release
SecondsSinceLastCrash: 89577
StartupTime: 1442110368
SystemMemoryUsePercentage: 26
Theme: classic/1.0
Throttleable: 1
TotalPageFile: 34182447104
TotalPhysicalMemory: 17092165632
TotalVirtualMemory: 4294836224
URL: 
Vendor: 
Version: 38.2.0
useragent_locale: en-US

After a few attempts at killing and restarting it, it will no longer be killed.  Process Exporer says it cannot be killed because it is exiting.

Antivirus is Malwarebytes.

Comment 4

[Wayne Mery (:wsmwk)]

disable all the addons that you don't absolutely need

Comment 5

[Wayne Mery (:wsmwk)]

Version 38.3.0 comes out in a few days. Please report updated results using that new version. Thanks

Comment 6

[Wayne Mery (:wsmwk)]

We'd like to hear your current status, and have more information so we can move your issue forward.
As it stand today, we are needing more information.

Comment 7

[Dan Meek]

I have been using 38.3 since first day or so it was available.  The problem still happens.  I already have disabled the add-ons I do not need.

Comment 8

[Wayne Mery (:wsmwk)]

> TBird 38 often hangs in Windows 7 Home Premium.  

It sounds like you only notice this after shutting down TB and attempting to start it up again.
Please give more details, with a more full time line.

Also, which addons have you not disabled?

Comment 9

[Wayne Mery (:wsmwk)]

(In reply to Wayne Mery (:wsmwk, use Needinfo for questions) from comment #8)
> > TBird 38 often hangs in Windows 7 Home Premium.  
> 
> It sounds like you only notice this after shutting down TB and attempting to
> start it up again.
> Please give more details, with a more full time line.
> 
> Also, which addons have you not disabled?

Comment 10

[Phoenix]

Resolved per whiteboard