690868 - Thunderbird 7.0 - Have to restart Thunderbird to receive mail

Status: RESOLVED WORKSFORME

(MailNews Core :: Networking: IMAP, defect)

Description

[[e-mail]]

User Agent: Mozilla/5.0 (Windows NT 5.1; rv:7.0) Gecko/20100101 Firefox/7.0
Build ID: 20110922153450

Steps to reproduce:

At our facility, we have several users who upgraded to version 7.0 of Thunderbird.  Ever since upgrading to this version, these users cannot receive new mail unless they shutdown and then restart Thunderbird (ie. 'Get Mail' button and 'download automatically' settings do not work). Reverting to version 6+ resolves issue.   



Actual results:

Unable to receive new mail without restarting Thunderbird


Expected results:

Should have received new mail automatically (as per Account Settings) or when clicking 'Get Mail' button

Comment 1

[[e-mail]]

All affected accounts are IMAP.  We now have one client *without* the issue, but he is using POP

Comment 2

[:aceman]

Have you checked the Account settings have not changed and are correct? Like if you used default settings Thunderbird now may have different defaults.

Comment 3

[Ludovic Hirlimann [:Usul]]

After updates these kind of issues are related to Anti-virus /firewall software, make sure Thunderbird still has the right to connect to the Internet.

Comment 4

[[e-mail]]

-Account Settings were the first thing checked and they were fine (get mail automatically, etc)
-Firewall is fine
-I will look into AV (Kaspersky) as a possible issue

Comment 5

[[e-mail]]

Turned off antivirus completely - problem still occurs

Comment 6

[Ludovic Hirlimann [:Usul]]

Do you get an error message ?

Anything in Tools -> Error console ?

Comment 7

[[e-mail]]

No error messages pop up when trying to check for mail. The new email just never appears.  The next time it happens, I will try to get the error console messages before the users restart -- they otherwise get deleted

Comment 8

[[e-mail]]

Okay, just happened.  No errors in error console.

Comment 9

[[e-mail]]

My next step is to do a clean install of version 7 (the version I have now is the result of accumulated auto-updates). If that doesn't fix it, I'll downgrade to version 3+.  Will post update

Comment 10

[David :Bienvenu]

If this is IMAP, an IMAP protocol log of a session where you have new mail but don't get notified of new mail would be useful. https://wiki.mozilla.org/MailNews:Logging - if you can get such a log, feel free to send it to me (and let me know you've sent it). You probably don't want to attach it here because it may contain things like message subjects, senders, etc.

Comment 11

[[e-mail]]

Myself and a few of other affected people are setting up logging on Thunderbird. I did a clean 7.0.1 install on my computer yesterday and have not had any issues since, but there are others still having problems so I'll log them as well.  

Also, I should mention our webmail client (which uses IMAP) does not have any issues.

Comment 12

[[e-mail]]

David, I just sent you a Thunderbird log (IMAP at level 5). Also, now that we've done more testing (and have more clients having the issue throughout our facility) we've noticed that sometimes Thunderbird *will* receive without restarting Thunderbird, but once it gets stuck on not receiving, only restarting TBird will fix the problem.  

The clean install did not fix the issue.  I will wait until you get a chance to look at the log before downgrading to an older version.

Comment 13

[David :Bienvenu]

From the log, the imap server is not telling Thunderbird about new messages. I don't know why TB 6 would inter-operate with the server differently from 7.0

Comment 14

[[e-mail]]

I have now had the issue recur with another client (EM Client), so we're going to assume the issue is not with the client, but just a really bad coincidence that the problem started occuring when 7 was released

Comment 15

[David :Bienvenu]

thx for letting us know; good luck with your server...