Open Bug 1798199 Opened 3 years ago Updated 1 year ago

Thunderbird doesn't save changed settings (new username) of manually added SMTP server, forgets after restart

Categories

(Thunderbird :: Preferences, defect)

Product:
Thunderbird
Component:
Preferences
Version:
Thunderbird 102
Platform:
Unspecified
macOS
Type:
defect

Tracking

(Not tracked)

Status:
UNCONFIRMED

People

(Reporter: zaga1, Unassigned)

References

(Blocks 1 open bug)

Details

Attachments

(19 files)

passwords not updating 2022-10-29 at 12.32.29.png
1.24 MB, image/png
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01 SMTPnotSaved 2022-10-30 at 19.21.36.png
1.21 MB, image/png
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02 SMTPnotSaved 2022-10-30 at 19.21.55.png
1.30 MB, image/png
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03 SMTPnotSaved 2022-10-30 at 19.22.06.png
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05 SMTPnotSaved 2022-10-30 at 19.22.20.png
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06 SMTPnotSaved 2022-10-30 at 19.23.01.png
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07 SMTPnotSaved 2022-10-30 at 19.23.21.png
1.39 MB, image/png
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08 SMTPnotSaved 2022-10-30 at 19.23.31.png
1.31 MB, image/png
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09 SMTPnotSaved 2022-10-30 at 19.23.38.png
1.67 MB, image/png
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10 SMTPnotSaved 2022-10-30 at 19.23.53.png
1.28 MB, image/png
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12 SMTPnotSaved 2022-10-30 at 19.24.12.png
961.48 KB, image/png
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13 SMTPnotSaved 2022-10-30 at 19.24.20.png
715.91 KB, image/png
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Accounts settings-smtp-issue-Screenshot 2022-11-25 at 17.25.18.png
1.67 MB, image/png
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tb error console-Screenshot 2022-11-25 at 18.38.39.png
2.04 MB, image/png
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Get Info on prefs.js
177.90 KB, image/png
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archives disappeared Screenshot 2024-12-19.png
931.50 KB, image/png
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archives disppeared Screenshot 2024-12-20 at 10.51.45.png
1.63 MB, image/png
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TB Archives server options.png
197.35 KB, image/png
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Selecting unsubscribe TB deletes folders Screenshot 2024-12-20.png
297.08 KB, image/png
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User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.15; rv:106.0) Gecko/20100101 Firefox/106.0

Steps to reproduce:

Updating SMTP password

Actual results:

Password not shown updated in Settings > Password > Saved password

Expected results:

Password updated in Settings > Password > Saved password

Updating SMTP password

How? Where? Please provide full and clear steps to reproduce.

Flags: needinfo?(zaga1)

this is related to Bug 1798197

Flags: needinfo?(zaga1)

Works fine for me. Must be some corrupted file in the profile (key4.db, cert9.db perhaps?)

Also try Help | Troubleshoot mode

See Also: → 1798197

Cannot access Troubleshoot mode - Help dropdown not greyed out (reported in Bug 1798874)

All these problems started when updated to v102

(In reply to Magnus Melin [:mkmelin] from comment #14)

Works fine for me. Must be some corrupted file in the profile (key4.db, cert9.db perhaps?)

What would be the consequences if I delete those db files?

(In reply to Magnus Melin [:mkmelin] from comment #15)

Also try Help | Troubleshoot mode

Cannot access Troubleshoot mode - Help dropdown greyed out (reported in Bug 1798874)
(Ignore comment 16)
All these problems started when updated to v102

If you delete them you can't access any stored passwords anymore. (Do keep a backup of them before deleting. Then you can always put them back later.)

Please try reinstalling.
If still a problem, please check if you have any issues if creating a new profile (start with the -p flag to do that)

(In reply to Magnus Melin [:mkmelin] from comment #20)

Please try reinstalling.
If still a problem, please check if you have any issues if creating a new profile (start with the -p flag to do that)

Flags: needinfo?(zaga1)

what is -p flag?
I am reluctant to reinstall - I have too many accounts and don't have time to go through all this and it may not work anyway.

I have narrowed down issue in that it is the Accounts Settings that is not saving new smtp user/name (see new screenshots) but reverts to previous smtp settings on relaunching app. However, the new username and password now saves correctly to the Password Manager (still saved there after relaunch) so by re-updating the smtp user/name in Accounts Setting TB remembers (until relaunch) the saved associated Password Manager username/password.

Is there an earlier version (when Accounts Settings was under the Tools menu) of OSX TB that will work on an M1 Macbook/OSX 12 or 13? Otherwise, sadly, I don't think I can continue with TB v102 there are just too many issues, it's a big headache. Postbox which is similar to TB has no issues.

Flags: needinfo?(zaga1)

I have narrowed down issue in that it is the Accounts Settings that is not saving new smtp user/name (see new screenshots) but reverts to previous smtp settings on relaunching app.

Next time you create the smtp user/name, check tools > developer > error console for relevant information.
Same thing when creating responding to the password prompt.

  1. reinstall of the program does not touch your Thunderbird data/profile (but you do have backups of your data, correct?)
  2. -p allows you to switch between data sources/profiles, it won't delete your old profile unless you tell it to.

Postbox ... has no issues.

That's because it is based on an almost 10 year old version of Thunderbird http://kb.mozillazine.org/Email_clients_based_on_Thunderbird

(In reply to Wayne Mery (:wsmwk) from comment #24)

I have narrowed down issue in that it is the Accounts Settings that is not saving new smtp user/name (see new screenshots) but reverts to previous smtp settings on relaunching app.

Next time you create the smtp user/name, check tools > developer > error console for relevant information.
Same thing when creating responding to the password prompt.

error console message attached.

  1. reinstall of the program does not touch your Thunderbird data/profile (but you do have backups of your data, correct?)
  2. -p allows you to switch between data sources/profiles, it won't delete your old profile unless you tell it to.

how do I use -p flag?

Postbox ... has no issues.
That's because it is based on an almost 10 year old version of Thunderbird http://kb.mozillazine.org/Email_clients_based_on_Thunderbird

But it works - headache-free!

In the Mac terminal application, do
/Applications/Thunderbird.app/Contents/MacOS/thunderbird-bin -p (or -P, either one)

It brings up the profile manager. https://support.mozilla.org/kb/using-multiple-profiles

Component: Untriaged → Preferences
OS: Unspecified → macOS

zaggie1, seems like your problem has changed since comment 0, and iiuc, per your comment 22, this is no longer about passwords.
Is the following a correct representation of your problem?

  • You are able to add a new SMTP server which survives restarting TB
  • The associated passwords are correctly saved in Saved Passwords and survive restart TB
  • When you change the username in the SMTP server settings, the change works for the current session, but does not survive restarting TB, so the username will go back to the original username with which the SMTP server was first created.

Is that correct? If not, what exactly are you doing, and what exactly is failing?

  • Also, are the symptoms of this bug still different from your bug 1798197?
  • Zaggie1, as we've fixed bug 1782646 on release channel now, can you recheck if this bug still occurs on TB 102.5.0+?

(In reply to zaggie1 from comment #22)

I have narrowed down issue in that it is the Accounts Settings that is not saving new smtp user/name (see new screenshots) but reverts to previous smtp settings on relaunching app. However, the new username and password now saves correctly to the Password Manager (still saved there after relaunch) so by re-updating the smtp user/name in Accounts Setting TB remembers (until relaunch) the saved associated Password Manager username/password.

Flags: needinfo?(zaga1)
Summary: Passwords not updating → Thunderbird forgets settings of manually added SMTP server after restart
Summary: Thunderbird forgets settings of manually added SMTP server after restart → Thunderbird forgets changed settings (new username) of manually added SMTP server after restart

(In reply to Thomas D. (:thomas8) from comment #28)

zaggie1, seems like your problem has changed since comment 0, and iiuc, per your comment 22, this is no longer about passwords.
Is the following a correct representation of your problem?

  • You are able to add a new SMTP server which survives restarting TB

No, new SMTP server does not survive restarting

  • The associated passwords are correctly saved in Saved Passwords and survive restart TB

Correct

  • When you change the username in the SMTP server settings, the change works for the current session, but does not survive restarting TB, so the username will go back to the original username with which the SMTP server was first created.

Correct

Flags: needinfo?(zaga1)

(In reply to Thomas D. (:thomas8) from comment #28)

Is that correct? If not, what exactly are you doing, and what exactly is failing?

I dont know how else to describe other than in the sequence of screen shots I previously provided

  • Also, are the symptoms of this bug still different from your bug 1798197?

It is the same bug

  • Zaggie1, as we've fixed bug 1782646 on release channel now, can you recheck if this bug still occurs on TB 102.5.0+?

Updating to 102.5.1 has not cured the problem

Also same issue with TB Version 78.14.0 on Intel Mac.

Mozilla/5.0 (Macintosh; Intel Mac OS X 10.10; rv:78.0) Gecko/20100101 Thunderbird/78.14.0
OS Darwin 14.5.0
Name Thunderbird
Version 78.14.0
Build ID 20210901192859

Problem still occuring in v115

Something in your profile interfering? To test, create a new profile (start with thunderbird -P) and try to reproduce

Absolutley no changes I make in Account Settings ever gets saved - always reverts back to initial settings on relaunching app as occured pre v115.
Launching in troubleshoot mode makes no difference - nothing gets saved.

How Do I open profile manager on Mac OSX TB?

(In reply to zaggie1 from comment #34)

How Do I open profile manager on Mac OSX TB?
Found it.

Where are SMTP settings saved?
Where are Identities saved?
Can these locations be repaired?

(In reply to zaggie1 from comment #34)

Absolutley no changes I make in Account Settings ever gets saved - always reverts back to initial settings on relaunching app as occured pre v115.
Launching in troubleshoot mode makes no difference - nothing gets saved.

How Do I open profile manager on Mac OSX TB?

Is this useful info?:
Application Basics
Name Thunderbird
Version 115.2.0
Build ID 20230828145448
Distribution ID
Update Folder
/Users/xxxx/Library/Caches/Thunderbird/updates/Applications/Thunderbird
Update History
Update Channel release
User Agent Mozilla/5.0 (Macintosh; Intel Mac OS X 10.15; rv:115.0) Gecko/20100101 Thunderbird/115.2.0
OS Darwin 21.6.0 Darwin Kernel Version 21.6.0: Thu Jul 6 22:19:54 PDT 2023; root:xnu-8020.240.18.702.13~1/RELEASE_ARM64_T8101
Rosetta Translated false
Application Binary /Applications/Thunderbird.app/Contents/MacOS/thunderbird-bin
Profile Folder
Build Configuration about:buildconfig
Memory Use about:memory
Cache Use about:cache
Performance about:processes
Registered Service Workers about:serviceworkers
Multiprocess Windows 0/0
Fission Windows 0/0 Enabled by default
Remote Processes 2
Enterprise Policies Inactive
Google Location Service Key Missing
Google Safebrowsing Key Missing
Mozilla Location Service Key Missing
Safe Mode false
Memory Size (RAM) 8.0 GB
Disk Space Available 13.5 GB
Profiles about:profiles
Telemetry Data about:telemetry

They are saved in the settings. Search advanced configuration for "smtpserver"

How can I use the configurations listed under "smtpserver" to resolve this problem?

You mentioned previously that it could be some corrupted file in the profile (key4.db, cert9.db) how can I check this also?

Severity: -- → S4
Flags: needinfo?(zaga1)
Whiteboard: [closeme 2023-11-20]

I have looked in the profile folder but not sure which file to check or what to look for.

Flags: needinfo?(zaga1)

Solved! ... sort of:
As I was using a "user.js" file to resolve other issue (Bug 1615681) my account changes are not being automatically updated to the user.js file, only to the default prefs.js or that there is an underlying issue with either of these files?

You generally shouldn't be saving things to user.js

Flags: needinfo?(zaga1)

Maybe so but it's the ony way I have been able to resolve the problem. Is there a better way?

Flags: needinfo?(zaga1)
Whiteboard: [closeme 2023-11-20]
Attached image Get Info on prefs.js —

Assuming you are on Mac, to Get Info on prefs.js. Does it show read & write as seen in this screen shot?

Flags: needinfo?(zaga1)

Yes, it shows read & write previleges

Flags: needinfo?(zaga1)
Duplicate of this bug: 1798197
Duplicate of this bug: 1867487
Blocks: 1863320
See Also: → 855751

(In reply to Wayne Mery (:wsmwk) from comment #43)

You generally shouldn't be saving things to user.js

TB still not saving updated IMAP prefs without manually applying to user.js file. Any update on a fix for this?

If I were to change the bug summary to better reflect comment 0, it would be "Changed password and username of manually added SMTP server not saved, forgotten after restart"

I don't understand how we get from there to "TB ... not saving updated IMAP prefs"

Can you check please how many file handles are in use for Thunderbird? Please see bug 855751

Flags: needinfo?(zaga1)
See Also: 1798197 →
Summary: Thunderbird forgets changed settings (new username) of manually added SMTP server after restart → Thunderbird doesn't save changed settings (new username) of manually added SMTP server, forgets after restart

What are handles?

Flags: needinfo?(zaga1)

DISASTER HAS OCCURED!
As I am still unable to save preferences, I finally decided to create a new profile and add my IMAP mail accounts again from scratch.
I have just discovered that TB has deleted ALL my archived emails, from all the accounts I added - they have been completely deleted from their servers.
This is the last straw - is there anyway at all getting them back?

OSX TB 128.5.1esr (64-bit)

You'd have to describe what you did in detail, and what happened. What is "archived emails"? Did you set up the new profile to use POP3 instead, and the mails are now no longer on the server (as well)? Generally, if the emails were there in the old profile, the files can be copies over.

Anyway, support is better asked at https://support.mozilla.org/en-US/questions/new/thunderbird

I cannot remember exactly what I did but I set up the each account settings exactly the same as in the old ('faulty', as described at the start of this bug report) profile. These are all IMAP accounts not POP.
I subscribed to various folders in each accounts from their respective servers. After quitting TB then on relaunch, I noticed that the "Archives" folders for all the accounts had disappeared from the folder pane, and appeared to have been automatically 'unsubscribed' so I resubscribed again.
I selected "Archives Folder" on server option in account settings but notice there are 2 options and can find no explanation on the difference.

On a later relaunch the archives folders remained but were all empty - see attached images.
I had turned off these accounts in the old 'faulty' profile (which does not save settings anyway) but when I opened this old profile to see if the archives were still there, this unstable profile had reinstated activation of these accounts and sync'd causing loss here too of archive emails.
I have old backups of the profile, I hope that I can retrieve some of my old archived emails? But how do I import old archives emails into new profile and sync back to IMAP servers?
I posted this update here in case it is still related to the existing issue, and it is becasuse of this existing issue that I created the new profile.

If you have the old mail files, you can manually copy them to a local folder, and then move them to imap again. (Ask in support forums for details.)
But before that I'd check online that the data isn't there already? Perhaps folder properties | Repair folder would help.

The first thing I did was to go directly into my server accounts where I noticed all my files were gone. I also tried the repair option in TB without success. I think something went very wrong with indexing in TB. for example, Activity monitor shows that iCloud account has been stuck in indexing mode for last 2 days and folder still had not populated and I dont think it will since the files have disappeared on the server - see screenshots.

Not sure where to look in the Profile folder for extracting emails. Searching the support forum is not showing anything related to OSX only Windows.

I should add that all my "Archive" folder files did exist on the servers before I added the accounts to this new profile.

In the profile folder, https://support.mozilla.org/en-US/kb/profiles-where-thunderbird-stores-user-data the folders are the files without extension. E.g. for a test folder it may be like ImapMail/outlook.office365-5.com/test

UPDATE: I have good news!
I have discovered the source of the problem:
Either my email host service's recent email migration to Stackmail has a glitch because in Webmail Settings > Folders > Archives sub-folders were all deselected/disabled! I did not do this, accidentally came across this option an hour ago!
Or Thunderbird email client was able to disable/unsubscribe remotely (how is this possible?)

I've done a test between TB and my IMAP server by unsubscribing a folder in TB for an account and discovered that the folder disappears (also becomes 'unsubscribed') on the server. This means that you can no longer re-subscribe from within TB - you have to log in to the IMAP server's webpage settings and re-subscribe the hidden folder before it can then be re-instated in TB.
So this is an issue caused by TB (or at least this version) ie. remotely changing server settings. This was never a problem in past version of TB.

(In reply to zaggie1 from comment #52)

What are handles?

https://stackoverflow.com/questions/5256599/what-are-file-descriptors-explained-in-simple-terms

On Mac you can get the list of open files by process via the default activity monitor application - double click on the relevant process on the list and select "Open Files and Ports" tab on the popup. Copy that list into a text editor which counts the number of lines. Or, in a terminal window, do
lsof -c thunderbird | wc -l

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