Cannot receive messages
- Revision id: 153726
- Creator: Matt
- Comment: modified the content relating to software update and firewalls. The note was not being read based on support forum comments.
- Reviewed: No
- Ready for localization: No
This article provides troubleshooting information when you have problems receiving messages. If you have problems sending messages, see Cannot send messages.
Table of Contents
Is your account configured correctly?
To look at the settings for an account, select and from the sub-menu, then select for the account name from the list on the left. The connection to the incoming mail server is configured at the top of the page on the right.in the Thunderbird menu bar, or click the Application menu button and select
Your email account provider can give you connection information about their servers (probably on their website). Make sure your account settings match these settings.
- Manual Account Configuration (for instructions on using the New Account dialog for manual configuration)
- Automatic Account Configuration (for creating a new account)
- ISP Configuration Settings
Did your ability to receive mail suddenly stop? Was it working before?
- Check the service status of your ISP. (Many ISPs have a status or alert page on their website.) They may be having technical difficulties.
- If your ISP provides a web-based email interface, try to log in and view your mail. If you can see your messages, the problem is probably related to your account configuration.
- If you cannot log in to your ISPs web-based email interface, your password may have changed. If so, it must also be changed in Thunderbird. To change your password:
- At the top of the Thunderbird window, click the menu and select In the menu bar, click the menu and select At the top of the Thunderbird window, click the , or click the menu button menu and select and choose .
- On the panel, click on the tab and then click .
- Click on the relevant account and then click .
- Close and re-open Thunderbird. You will be prompted to enter a new password for the account.
- If you recently updated Thunderbird. It is relatively common for the firewall component of many internet security suites to block the access of the new version of Thunderbird to the internet. This manifests in folders other than the inbox in IMAP connected accounts disappearing and issues that report back errors with connecting to the remote server. The result in all cases is the same however, no new mail appears. There is some basic information about anti virus product and their known bad interactions with thunderbird here.
Removing Thunderbird from your firewall program's list of trusted or recognized programs, then add it back manually or when prompted will often resolve this problem. Otherwise it is suggested you consult the documentation for your security suite/ firewall / anti virus for instructions on how to modify the firwall component of that product.
- If you recently updated Thunderbird to version 38, check whether you are being impacted by changes related to Logjam.
Are you receiving some emails but not others?
- Does your ISP have a spam filter that might be holding or deleting messages on the server?
- Have you created filters in Thunderbird that might be mis-filing messages?