Closed Bug 560190 Opened 15 years ago Closed 13 years ago

ThunderBird v.3.0.4 destroys or delete incoming attachments!

Categories

(MailNews Core :: Networking: IMAP, defect)

Product:
MailNews Core
Component:
Networking: IMAP
Version:
1.9.1 Branch
Platform:
x86
Windows 7
Type:
defect
Priority:
Not set
Severity:
critical

Tracking

(Not tracked)

Status:
RESOLVED INVALID

People

(Reporter: denexi, Unassigned)

Details

(Keywords: dataloss, Whiteboard: [zone-alarm])

User-Agent: Mozilla/5.0 (Windows; U; Windows NT 6.1; en-US; rv:1.9.2.3) Gecko/20100401 Firefox/3.6.3 Build Identifier: 3.0.4 Hi all, I have a big problem with TBird 3.0.4. Namely, it destroying my incoming attachments, doesn't matter what type or extension of attachment is... Sometimes I cannot open attachment at all, with some error message... sometimes attachment can be opened but cannot be viewed (e.g. video clips or pps/ppt files), and sometimes there is no attachments at all in the massage, even I saw them at the server, via webmail... I'm using Win 7 Pro, fully updated. AV is Sophos, but all restrictions are removed. Even if AV is switched off, the same things happens. Also, I've already set attachment size to 30.000 Kb, increased compacting to 100.000 Kb, increased cash to 1000 MB, etc. Mail server is my own, located in the office next to me, it's not some web-based option. Most important, this happens to me only, while other machines which running Win XP Pro are not affected. Since all attachments are visible and usable via webmail, meaning directly on the mail server, obviously problem is with TBird... Any help?! Reproducible: Always Steps to Reproduce: 1. Increased attachment size to 30.000 Kb 2. Increased folders compacting to 100.000 Kb 3. Increased cash to 1.000 MB 4. Tried with switching Sophos AV off Actual Results: Without results Expected Results: I was hope it will start to work normally...
>Most important, this happens to me only, while other machines which running Win >XP Pro are not affected. That makes it's unlikely that it's a bug in TB. You have to find the difference. >Since all attachments are visible and usable via webmail, meaning directly on >the mail server, obviously problem is with TBird... No, that's wrong logic. It only means that Http is not affected while it's either something that affects pop3/Imap or it's a TB issue. It's most likely that something on your system affects pop3/imap (btw: your forgot to include the used protocol) because TB seems to work on other systems. >AV is Sophos Turning it off doesn't turn it's off entirely.Installed windows LSP are still active. Another option would be that the AV Software breaks our MBOX database files. Do you already tried to exclude the Thunderbird database files from scanning ? This would not be dangerous because opening an attachment would put it in the windows temp folder first and that should be detected by the AV. Another option would be that you remove the AV Software for a short test time.
Hi Matthias, Thank you for reply. Maybe I wasn't clear enough... TB worked perfectly until this last update to v.3.0.4, some month ago, or little bit longer. After that, mentioned problems started. I did tried with excluding of TB from AV scanning, but without results. I've also tried with removing of AV completely, again without results. I've checked computer on errors, cleared registry, made defragmentation, rechecked all settings on server an on in my machine, but all without results. So, the only thing I can imagine after all is that this update of TB has some kind of incompatibility with Win 7... Now, at this moment, I've made some change with TB compatibility and set it to work as Compatible for XP SP3, so I'm just testing that option... I'll let you know about results shortly. Regards
(In reply to comment #2) > Now, at this moment, I've made some change with TB compatibility and set it to > work as Compatible for XP SP3, so I'm just testing that option... > I'll let you know about results shortly. denexi, results?
Keywords: dataloss
Sorry for delay in replying. However, results are - nothing. All the same. I've tried all compatibility modes, but without results. I didn't mention. but all this started to happen after last update to v.3.0.4. Previous version worked perfectly.
sorry to ask this, but can you install ftp://ftp.mozilla.org/pub/thunderbird/releases/3.0.3/ to double check that the problem goes way with the older release?
sorry, but which file to download?
Ok, I've just finished reinstalling and testing, but I've found v.3.0 and installed it instead of 3.0.3 because 3.0 were last version I've used before 3.0.4. Situation is as follows: I've resend the same message with the same attachments from another LAN computer, the message I was received before and couldn't open those attachments (.wmv. clips) in 3.0.4. Now, in 3.0 all can be opened and viewed. In previous case, I could open clips (in Real MP or WinMP), but just few seconds after they start playing all simply interrupt. Obviously, there is something wrong with v.3.0.4...
Also, the .pps file was somehow cut out in 3.0.4 and I couldn't see all images in the slides in it, just 3 or 4 out of 14 slides/images. Now, with 3.0, I can see all. I'll continue testing with other file formats (.doc, .docx, .xls, etc.)beacuse I had problem s to open these files too, and I'll inform you about results.
Also, the .pps file was somehow cut out in 3.0.4 and I couldn't see all images in the slides in it, just 3 or 4 out of 14 slides/images. Now, with 3.0, I can see all. I'll continue testing with other file formats (.doc, .docx, .xls, etc.)beacuse I had problem s to open these files too, and I'll inform you about results.
thanks for trying v3.0. If you can determine which v3 stopped working .1, .2, or .3 that would be very helpful. ftp://ftp.mozilla.org/pub/thunderbird/releases/ - I'd start with .exe at ftp://ftp.mozilla.org/pub/thunderbird/releases/3.0.2/win32/en-US/
Unfortunately, I was jumped from 3.0 to 3.0.4 directly (program didn't set to update automatically), so I didn't even tried version 3.0.1 to 3.0.3.... I hope this is helpful too...
(In reply to comment #12) > Unfortunately, I was jumped from 3.0 to 3.0.4 directly (program didn't set to > update automatically), so I didn't even tried version 3.0.1 to 3.0.3.... > > I hope this is helpful too... If you can try the older releases, that would be more helpful. Note, I don't think other people are reporting such problem, so I almost doubt if your issue is solely due to thunderbird
Actually, I just opened a new bug 570804 that sounds like it may be related... I cannot say that 3.0 ever worked correctly though, because I didn't get the first problem report until at least 3.0.1, and I've been asking around, and apparently a lot more people are experiencing this than I first thought, they just didn't say anything to me about it...
Hi Marcus and all, Thank you for your comment. Actually, it's basically the same issue that I have. Attachments are OK at server, but when those are downloaded to the clients, problems starts. E.g. - pictures are open till half, and then the second half is gray. Or, clips starts, but after few seconds simply stop as it's finished, but it's not. Or, MS Word document cannot be opened at all an reporting errors. Or, .pdf file cannot be opened and reports error as "insufficient data". Or, .pps/ppt file is opened, but 5-6 out of 10-11 slides are missing (invisible, just black background). What I've tried in last days in order to try to fix this, is following: 1. downgrading TB to previous versions (3.0, then to 2.4, then to 2.0). Unfortunately, without results. Probably something remained from v.3 in the registry, even though I've cleaned it up, that caused continuance of the problem. 2. Trying to use IMAP instead of POP, which is default in my office, again without results. In the mean time, other colleagues also reported similar problems. 3. Then, I believed that problem could be related to my computer, so I did following, by this order: - I've rechecked my computer for all possible errors, - made update of all hardware and software that needed it (even I'm doing it on weekly base), - reinstalled network card drivers, - change LAN cable, - reset my email account at server and cleaned up all records - rechecked all LAN devices and tested LAN traffic - rechecked email server setting, updated it (even there are no new updates for anything) Finally, I was called IT professionals who spent entire day trying to find problem, but they couldn't do anything more then I already did. So, unfortunately I really don't have any other idea or option except to replace TB with some other email client...
Ok, someone else opened a bug yesterday, but their description is a little better than mine, so I marked mine as a duplicate of bug 570914. Please go read that bug, and if it is the same as yours, please mark yours as a duplicate... Also, fyi - I upgraded our most problematic user to 3.1rc1, and she claims it has fixed the problem. She said she most definitely would have encountered the problem during the 2 hour period after I upgraded her, but I cannot declare it fixed in such a short period of testing, so, I will report back in bug 570914 in a day or two if it stays fixed for her. I have been trying different things for over a month to no avail, so I'm keeping my fingers crossed.
Yes, this bug is actually the same as mine. Only one thing is different - I'm not getting attachment as some 27k file. I'm getting the full size of attachment, the same as it is on server, but cannot reproduce it. OK, I'll mark this bug as a duplicate. Let's see what will happen next...
Status: UNCONFIRMED → RESOLVED
Closed: 15 years ago
Resolution: --- → DUPLICATE
(In reply to comment #17) > Yes, this bug is actually the same as mine. > Only one thing is different - I'm not getting attachment as some 27k file. Clarification - it is 27 BYTES, not 27K... But yeah, I have seen cases where the reported size in the size column is close to the actual size (it is actually a little smaller, if you know what it was beforehand... Usually though it changes from whatever it was to 1K.
Yes, sorry, I wasn't clear. I thought on 27b. Anyway, the existence of this problem is obvious. Hopefully someone will find solution...
Re-opening for ease of problem analysis, with xref to bug 570914 which sounds same problem as you and Charles Marcus say for ease of tracking.
Status: RESOLVED → UNCONFIRMED
Depends on: 570914
Resolution: DUPLICATE → ---
(get me out of General card) why is it thought this is not a duplicate?
Component: General → Networking: IMAP
Product: Thunderbird → MailNews Core
QA Contact: general → networking.imap
Version: unspecified → 1.9.1 Branch
(In reply to comment #22) > why is it thought this is not a duplicate? (1) There is still no cleare response of "27 bytes file" from bug opener. (2) Next in Comment #9 by bug opener is apparently different from bug 570914. > the .pps file was somehow cut out in 3.0.4 and I couldn't see all images > in the slides in it, just 3 or 4 out of 14 slides/images. Original issue(comment #0) and comment #9 is rather similar phenomenon to bug 572974, although same cause is suspected for both bug 570914 and bug 572974.
I wasn't here for a while because I had not anything smart to say, but I believe I've found the cause of this mess with attachments. Namely, I didn't realized it earlier because everything worked perfectly for years, but seems that some incompatibility existing between Zone Alarm FW and TB v.3.x. As I said, for about 6 previous years everything was OK, and I've used ZA all the time, as well as TB. Now, I've made some tests and problem is definitely related to relation ZA-TB. When ZA is OFF, all works. When it's ON, problems with attachments are back. Unfortunately, there are no any error messages or reports in the logs from any app, so I have no idea what kind of incompatibility is here. Everything in ZA is enabled for TB, as well as for the Internet, but no results.
Ness - surely you're not still on 3.0.4 though, right? Your specific issue may have been caused/exacerbated by ZoneAlarm, but we have never used it, so it isn't the cause for our issues. There is definitely still some bugginess with respect to IMAP+attachments+offline/online settings. It is much better with 3.1+, but I still occasionally have to help someone 'repair' an email with attachments (by moving it to a different folder)...
If you bring up folder properties by bringing up the context menu on the folder, and click repair folder, does that fix the attachments?
(In reply to comment #26) > If you bring up folder properties by bringing up the context menu on the > folder, and click repair folder, does that fix the attachments? Yes - but there are 2 reasons this isn't a satisfactory workaround: (minor The folder loses its view settings (which columns are selected, order, etc), and (major) It loses all cached data (previously downloaded messages) and forces a redownload of all message headers for the folder. In our office, this usually happens on the Inbox, which can contain 10,000+ messages, which takes multiple minutes, even on a local gigabit connection.
(In reply to comment #27) > > Yes - but there are 2 reasons this isn't a satisfactory workaround: I was asking for diagnostic reasons, not suggesting it as a workaround.
Ok... and I'll elaborate... it *usually* fixes it, but not always...
(In reply to comment #29) > Ok... and I'll elaborate... it *usually* fixes it, but not always... Does clearing the disk cache fix the remaining cases? Or do you try to read messages while we're redownloading the messages for the offline stores and get the offline store messed up for those messages?
It happens so rarely now that I can't answer that definitively. When *I* am fixing/testing this, I always wait until all network activity is complete, but I can guarantee that the users won't... As for the cache - I've been setting it to zero (which seemed to help a lot with the frequency of the problem), so haven't bothered trying to clear it - should I?
(In reply to comment #31) > As for the cache - I've been setting it to zero (which seemed to help a lot > with the frequency of the problem), so haven't bothered trying to clear it - > should I? I believe setting it to 0 also clears it, or causes it to get cleared pretty quickly.
(In reply to comment #25) > Ness - surely you're not still on 3.0.4 though, right? > > Your specific issue may have been caused/exacerbated by ZoneAlarm, but we have > never used it, so it isn't the cause for our issues. There is definitely still > some bugginess with respect to IMAP+attachments+offline/online settings. It is > much better with 3.1+, but I still occasionally have to help someone 'repair' > an email with attachments (by moving it to a different folder)... No Charles, I'm on 3.1.2 now. But, all happens the same as on 3.0... However, I'll report this to ZA.
(In reply to comment #32) > I believe setting it to 0 also clears it, or causes it to get cleared pretty > quickly. Ok - but just to clarify, when I say I've been setting it to zero, I mean permanently, for all existing and new installations. When someone reports the problem, the first thing I do is check and the cache isn't set to zero, I set it, then repair the folder. I don't think we've had any more problem reports from users after I've done this *and* repaired the folder for them.
No longer depends on: 570914
Status: UNCONFIRMED → RESOLVED
Closed: 15 years ago → 13 years ago
Resolution: --- → INVALID
Whiteboard: [zone-alarm]
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