1912314 - emails listed in menu but opening them gets blank screen

Status: RESOLVED DUPLICATE of bug 1911076

(Thunderbird :: Untriaged, defect)

Description

[Art Blazer]

Attachment: Screenshot 2024-08-08 120410.png

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/127.0.0.0 Safari/537.36

Steps to reproduce:

earlier today (maybe yesterday) I opened Thunderbird and was asked to install update. 128.1.0esr (32 bit) I sorted my e-mails looking for an old e-mail from a specific sender but when I opened it all I got was a blank screen. I opened many other e-mails from that sorted field and got the same blank screen. So I have a list of all the e-mails I received - but can't see the content of many that are older than a month or too.

Actual results:

see above

Expected results:

I should be able to go back and read every e-mail still in my in box. I cannot. (see screenshot)

I don't know what "browser's user agent string" means

Comment 1

[Magnus Melin [:mkmelin]]

Try Help | Troublshoot mode
Do you get any errors in the Error Console (Ctrl+Shift+J) while opening it?

Comment 2

[Wayne Mery (:wsmwk)]

(not sure why the blocking bug got removed)

I see you noted 32 bit build.
Is this pop account or imap?

Comment 3

[Art Blazer]

(In reply to Wayne Mery (:wsmwk) from comment #2)

(not sure why the blocking bug got removed)

I see you noted 32 bit build.
Is this pop account or imap?

I believe it's a POP. I know e-mails on our iphones are set for POP3. When I look at them on the phone or delete them from our phones they do not disappear from the Verizon server. When I download though on my desktop the e-mails are downloaded from the Verizon server yet remain on our phones.

Comment 4

[Art Blazer]

(In reply to Magnus Melin [:mkmelin] from comment #1)

Try Help | Troublshoot mode
Do you get any errors in the Error Console (Ctrl+Shift+J) while opening it?

for a second or two when I open my e-mail I see on the screen "no messages found" but then it finds my list of e-mails.

Comment 5

[Art Blazer]

I should also say I have no idea what "Error Console (Ctrl+Shift+j) " means

Comment 6

[Art Blazer]

I was using a tech at Dell to try to help me figure this out (he could not) but what it seems I discovered is that the content of e-mails between July 31, 2024 and about July 2021 cannot be read but e-mails from Aug. 2024 and prior to July 2021 can be opened and seen. I don't know if this will help you figure it out.

Comment 7

[Toby Pilling [:tobyp]]

Thanks for the help with this, Art.

We're hoping to get a little more information to identify which code could be the cause. If you press Control+Shift+J at the same time, you will notice that a window will open which shows a variety of details that are typically hidden from view. It would be very helpful if you could open this window and then click on one of the problematic emails. We're hoping that in doing so, we get some more detail that will help us debug the problem.

If you do see something that you think might be helpful, you can right-click the list and choose "Save all messages to file" which will then allow you to attach to this bug for us to investigate.

One other thing that might help - Prior to upgrading to 128.1.0esr (32 bit), were you using any add-ons or just Thunderbird

Comment 8

[Art Blazer]

I did control+shift+J and got that window. I then opened an e-mail and all it showed was a white screen. I'm not sure if or how you would see it. I took a screen shot showing that but I'm not sure how to attach it here. If you can do a screen share and would like to do so please let me know.

Comment 9

[Art Blazer]

Attachment: image of screen after control_shft+J

figured it out. here's screen shot

Comment 10

[Art Blazer]

(In reply to Toby Pilling from comment #7)

Thanks for the help with this, Art.

We're hoping to get a little more information to identify which code could be the cause. If you press Control+Shift+J at the same time, you will notice that a window will open which shows a variety of details that are typically hidden from view. It would be very helpful if you could open this window and then click on one of the problematic emails. We're hoping that in doing so, we get some more detail that will help us debug the problem.

If you do see something that you think might be helpful, you can right-click the list and choose "Save all messages to file" which will then allow you to attach to this bug for us to investigate.

One other thing that might help - Prior to upgrading to 128.1.0esr (32 bit), were you using any add-ons or just Thunderbird

I was not using any add ons, only Thunderbird

Comment 11

[Toby Pilling [:tobyp]]

Thanks very much. Unfortunately, I can't quite see the messages because the message source window is obscuring it in the screenshot you attached.

Could you possibly repeat the steps but instead of a screenshot, right-click in the window and choose "Save all messages to file"
Also, can you right-click your inbox and choose Properties then let me know what "Size on disk"?
Are you able to see any of these messages correctly on your phone?

Comment 12

[Art Blazer]

(In reply to Toby Pilling from comment #11)

Thanks very much. Unfortunately, I can't quite see the messages because the message source window is obscuring it in the screenshot you attached.

Could you possibly repeat the steps but instead of a screenshot, right-click in the window and choose "Save all messages to file"
Also, can you right-click your inbox and choose Properties then let me know what "Size on disk"?
Are you able to see any of these messages correctly on your phone?

size on disk = 4.0 GB
I will attach new attachments "Save all messages to file" and a screenshot showing a message that will probably mean something to you.

Also, an excellent question about whether I can see those same e-mails on my iphone - and the answer is yes. I can apparently see them on my iphone meaning the problem is only on my desktop using Thunderbird.

Comment 13

[Art Blazer]

Attachment: Screenshot 2024-08-18 214013.png

Comment 14

[Art Blazer]

Attachment: console-export-2024-8-18_21-36-35.txt

Comment 15

[Art Blazer]

(In reply to Art Blazer from comment #12)

(In reply to Toby Pilling from comment #11)

Thanks very much. Unfortunately, I can't quite see the messages because the message source window is obscuring it in the screenshot you attached.

Could you possibly repeat the steps but instead of a screenshot, right-click in the window and choose "Save all messages to file"
Also, can you right-click your inbox and choose Properties then let me know what "Size on disk"?
Are you able to see any of these messages correctly on your phone?

size on disk = 4.0 GB
I will attach new attachments "Save all messages to file" and a screenshot showing a message that will probably mean something to you.

Also, an excellent question about whether I can see those same e-mails on my iphone - and the answer is yes. I can apparently see them on my iphone meaning the problem is only on my desktop using Thunderbird.

one more thing. If you have an iphone, maybe you'd like to do a Facetime and see what I do step by step following your instructions.

Comment 16

[Francesco]

(In reply to Art Blazer from comment #12)

size on disk = 4.0 GB

If the mailbox size is around 4 GB, it's POP and this is a 32bit version, then we're seeing a duplicate of bug 1911076. The fix will ship in 128.1.1.

Comment 17

[Magnus Melin [:mkmelin]]

Correct, try with thunderbird 128.1.1 once that's out (soon).
If it doesn't just work, try Repair Folder in the folder properties. There's unfortunately a possibility the data may be lost though, and in such cases you'd have to restore from backups manually.

Comment 18

[Art Blazer]

The problem just got worse. I tried to add another comment but found it closed so I started a new bug report saying bug 1911076 was closed and I couldn't comment - but then I went to the verizon/AOL server, found a bugzilla e-mail and found clicking on it allowed me to comment again (I'm confused).

In any event, I read a comment which I took to suggest that maybe the problem with using POP-3 e-mails might be that I had too large an e-mail file so I spent time this morning cleaning out old e-mails from both my in boxes. (It turns out for some reason I have two in boxes, one for new e-mails (after Nov 2013) and another one for much older e-mails (pre-2013). I think I deleted some from my sent box too. I'm not sure how much I reduced the size of my files because I got interrupted and had to go out for a couple of hours. When I got home I discovered I can't see e-mails EVEN FROM TODAY. I can however see some before June 17, 2021. (I will try to attach report)

Comment 19

[Art Blazer]

Attachment: console-export-2024-8-20_13-6-24.txt

Comment 20

[Art Blazer]

(In reply to Magnus Melin [:mkmelin] from comment #17)

Correct, try with thunderbird 128.1.1 once that's out (soon).
If it doesn't just work, try Repair Folder in the folder properties. There's unfortunately a possibility the data may be lost though, and in such cases you'd have to restore from backups manually.

I tried the repair folder - and to my horror every e-mail between 8/1/24 and 6/17/21 has completely disappeared.