1268435 - All Unopened Emails in pop Inbox Disappeared

Status: VERIFIED INVALID

(Thunderbird :: Untriaged, defect)

Description

[Val]

User Agent: Mozilla/5.0 (Windows NT 6.3; WOW64; rv:45.0) Gecko/20100101 Firefox/45.0
Build ID: 20160407164938

Steps to reproduce:

I didn't do anything


Actual results:

Tbird vaporized all the unopened emails in my Inbox. They disappeared.

At other times Tbird scrambles the text of both the opened & unopened emails in my Inbox so none can be read and I have to delete them all.

Because of this scrambling bug, I keep only the day's emails in my Inbox so there's never more than 200.

I'm using POP with Windows 8.


Expected results:

I should have been able to open all my unopened emails and not see them all being downloaded from the server, then I went to another folder, and when I returned to Inbox folder, they'd all disappeared.

Comment 1

[Wayne Mery (:wsmwk)]

the full text from bug 1209425 comment 32 ...

> Hi - this morning I lost all my unopened emails in my inbox. First time it's
> happened with TBird. Although a few other times Tbird has scrambled the text
> of both the opened & unopened so I'm unable to read anything and have to
> delete them all.
> 
> This wouldn't have anything to do with
> http://www.gramatec.de/quicktext-09.11.7_patch, would it?
> 
> This is off-topic but does anyone know what to do when all emails have
> vaporized? Or their text is scrambled? I tried google but can't find an
> answer. Is the inbox in a file on the hard drive somewhere, that I could
> open them in a text editor to at least read? I found an "inbox.msf" and
> "inbox" under appdata/roaming but they're not readable in text editor. I'm
> using Windows 8. This is a real drag. I used to use Calypso mail program,
> and never once lost all my inbox, but the programmers stopped supporting it
> a few years back. I repeatedly lose my inbox with Tbird.

Comment 2

[Matt]

Please see http://kb.mozillazine.org/Disappearing_mail

Comment 3

[Wayne Mery (:wsmwk)]

Please also tell us antivurus software you are using.

Comment 4

[Val]

Hi Wayne - I use Norton. But I've been using both Tbird and Norton for years and this is first time this has happened.

Comment 5

[Val]

Hi Matt - yes that disappearing mail was the first page google gave me and I did try rebuilding the folder & other stuff they say but nothing helped.

Comment 6

[Jorg K (CEST = GMT+2)]

This is really a support issue. I'm operating TB on five POP accounts and nothing has ever disappeared.

Unless we go and visit Val, we will never find out what's happening there. You guys have heard of ransomware and crypto viruses with encrypt user data. It's only a guess, but this user needs some (paid) professional support to check out her system.

Comment 7

[Wayne Mery (:wsmwk)]

(In reply to Jorg K (GMT+2) from comment #6)
> This is really a support issue. I'm operating TB on five POP accounts and
> nothing has ever disappeared.

You're right. You're also lucky.  Users often have trouble with AV software causing this exact type of problem. Especially when new releases come out and the AV vendors haven't got their crap together yet. If you're going to close a bug invalid asking a user to go to support, please cite a link so they know where to go - https://support.mozilla.org/en-US/products/thunderbird

Comment 8

[Jorg K (CEST = GMT+2)]

I don't think free online support (SUMO) will help here.

Comment 9

[rsx11m]

Val, you can also post in http://forums.mozillazine.org/viewforum.php?f=39 for user-to-user support.

Comment 10

[Val]

Hi - thanks for your feedback guys. I think I'll just drop it rather than go to user-to-user forums because if you the developers haven't heard of this, then I'm guessing no one else can help!

Comment 11

[Jorg K (CEST = GMT+2)]

You need to have your PC checked by a professional.

Comment 12

[rsx11m]

(In reply to Jorg K (GMT+2) from comment #11)
> You need to have your PC checked by a professional.

No, that's not in general good advise for the first approach, especially if only Thunderbird shows issues but the computer itself is running smoothly.

(In reply to Val from comment #10)
> Hi - thanks for your feedback guys. I think I'll just drop it rather than go
> to user-to-user forums because if you the developers haven't heard of this,
> then I'm guessing no one else can help!

Well, there are quite a few regular contributors there which have substantial experience with screwed-up profiles or computer issues in general, thus I wouldn't underestimate that route.

The main reason that you won't get such support here on bugzilla is that it's a bug-tracking system to fix specific issues and for general development of the application. It's not intended for end-user support. If during the course of repairing your profile or installation in one of the forums a specific issue is identified as the cause (and ideally reproducible), then it's the time to file a bug report here on that issue and any bug fixes in the application related to it.

Comment 13

[Wayne Mery (:wsmwk)]

(I did not intend to set severity=blocker)

(In reply to rsx11m from comment #12)
> (In reply to Jorg K (GMT+2) from comment #11)
> > You need to have your PC checked by a professional.
> 
> No, that's not in general good advise for the first approach, especially if
> only Thunderbird shows issues but the computer itself is running smoothly.
> 
> (In reply to Val from comment #10)
> > Hi - thanks for your feedback guys. I think I'll just drop it rather than go
> > to user-to-user forums because if you the developers haven't heard of this,
> > then I'm guessing no one else can help!

I can confirm that this is incorrect. Lots of people in support have experience in this area.

> Well, there are quite a few regular contributors there which have
> substantial experience with screwed-up profiles or computer issues in
> general, thus I wouldn't underestimate that route.
> 
> The main reason that you won't get such support here on bugzilla is that
> it's a bug-tracking system to fix specific issues and for general
> development of the application. It's not intended for end-user support. 

Along those lines, you can find support at https://support.mozilla.org/en-US/questions/new/thunderbird