1610465 - Total account and data loss

Status: RESOLVED INVALID

(Thunderbird :: Account Manager, defect)

Description

[balazs.kovacs]

User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/79.0.3945.130 Safari/537.36

Steps to reproduce:

Set up 3 mail accounts, 2 from Google and 1 SMTP each time after the first installation and all the subsequent crashes.

Actual results:

Thunderbird either crashed on its own or the macOS got an update and reopening thunderbird after either event has resulted in total data loss. All the account and their emails are gone and the ~/Library/Thunderbird/Profiles/ folder is completely emptied.

Expected results:

No data loss should have occured at any of the above mentioned events.

Comment 1

[balazs.kovacs]

This has happened on our worker's MacBook Air Retina 13-inch 2019, 1.6 GHz Intel Core i5 ,8 GB 2133 Mhz LPDDR3 ram running macOS Catalina 10.15.2 and a few versions earlier.

Thunderbird regularly crashes, about ever 2nd or 3rd hour of operation.

Comment 2

[Andre Klapper]

Please follow https://support.mozilla.org/en-US/kb/thunderbird-crashes and report back.

Comment 3

[balazs.kovacs]

Attachment: Thunderbird information

Comment 4

[balazs.kovacs]

Attachment: No Crash Reports Recorded

Comment 5

[balazs.kovacs]

Attachment: Strange Update Loop & Missing Button Text

Comment 6

[balazs.kovacs]

(In reply to Andre Klapper from comment #2)

Please follow https://support.mozilla.org/en-US/kb/thunderbird-crashes and report back.

The issue seems to be according to our worker is that Thunderbird suddenly quits, no crash report window appears and the app's run indicator dot in the dashboard dissapears.

As you can see in the attachments there are 0 crash reports, thus I'm unable to provide a crash ID.

Further more, there's a new issue with the updater getting into a loop where after pressing the empty button to update Thunderbird, the software updates, asks for the password to set itself up, restarts and prompts for the same update again, each time the update's complete. I'm not sure if this is relevant, but it's another new phenomena/symptom of something strange.

Comment 7

[balazs.kovacs]

Also forgot to mention, that there are no Thunderbird add-ons used on the Macbook Air in question

Comment 8

[Magnus Melin [:mkmelin]]

Is the profile folder on a local disc or remotely mounted?

Comment 9

[balazs.kovacs]

It's local. Everything as vanialla as it could be, no external drives used even.

MacBook got taken out of the box, Thunderbird got installed and the email accounts set up.

Comment 10

[balazs.kovacs]

I'm sorry, it appears our worker has not properly install Thunderbird and was running it from the mounted dmg directly, thus experienceing all of the above mentioned issues.