Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Firefox and Thunderbird do not connect to the net, and they also hang.. What is the Fix?

  • 26 replies
  • 2 have this problem
  • Last reply by Toad-Hall

more options

In the blink of an eye, both Thunderbird and Firefox have BOTH STOPPED connecting to the Net. let me share with you what I have done... and what has been unsuccessful this far.

System & Software Pertinents.. Windows 7 x64 System running a i7 Intel CPU, with 8 GB of RAM and a 500 GB Drive. Thunderbird is Version 24.2 Firefox is Version 27.

Here are the specific things that I have done, POST problem, to try and solve..

A) Check firewall settings... BOTH programs are cleared for Bit Passage

B) Check Anti-Virus.... Anti-Virus Disabled.. UNINSTALLED and Registry Cleaned.. still has the problem persisting..

C) Deleted and Reinstalled Thunderbird & Firefox Working Directories (without deleting User Profiles)... Problem still persisting..

D) Created NEW Profile with Profile Mgr in Firefox.. no go...

E) RAN WHOLE System VIRAL/MALWARE Check... .. No infections..

F) FRESH REINSTALLS of Thunderbird and Firefox... NO go...

G) Checked Processes using ENUM and DNS Checks... both check out fine!

H) OTHER browsers connect... OPERA.. Chrome and IE even... Also, Sea Monkey... but not Firefox.

In TRYING to create an e.mail account, Thunderbird's Account Creation interface sits there attempting to connect... no connection achieved...

Any help that you can offer is appreciated!!

Thank you all, in advance!

Modified by Suigeneris

All Replies (20)

more options

As this is the Thunderbird forum, please keep all the information etc to do with Thunderbird in this question.

re: F) FRESH REINSTALLS of Thunderbird The first thing I notice is that you are not running the up-todate versions. Is this deliberate? The place to get a download of current Thunderbird is here:

Please uninstall all versions of Mozilla Thunderbird which you have on your computer via Control Panel > Programs and Features, then download and install a current and up to date version and then report back.

This is where the Mozilla Thunderbird.exe program should have installed. C:\Program Files (x86)\Mozilla Thunderbird\thunderbird.exe confirm this has been installed in correct location.

As you have Win7 make sure Thunderbird is running from the desktop.

You mention you checked Firewall settings, but did not say whether you are running Windows firewall or another one provided with Anti-Virus. If you are running eg: Norton Antivirus, then perhaps you are not using the Windows firewall as they would be at odds with each other. In which case you would need to choose 'Allow' to enable Mozilla thunderbird to run in the Firewall/Anti-Virus software. You do not say what Firewall/anti-Virus program you are using. You mentioned it was uninstalled, is this still the case?

For Windows Firewall settings: Control Panel > System Security > Windows firewall click on 'Allow a program through Windows Firewall' Unchecking the box to the left of the application name disallows it from accessing network resources, while checking it allows access. confirm mozilla Thunderbird is in the allowed list.

Then check: Control Panel > Internet Options > Programs tab Set program access and computer defaults click on Custom under 'choose a default e-mail program select 'Mozilla thunderbird' and check the 'enable access to this program' click on OK

Select 'Set your default programs' select 'Thunderbird' in list click on 'Set this program as default' click on 'choose defaults for this program' make sure all of following are selected: Extensions

  • .eml
  • .wdseml


  • Mailto

Start menu

  • Email link

click on OK

then click on OK to save Internet properties.

more options

Maybe also do a malware check with several malware scanning programs on the Windows computer. Please scan with all programs because each program detects different malware. All these programs have free versions.

Make sure that you update each program to get the latest version of their databases before doing a scan.

You can also do a check for a rootkit infection with TDSSKiller.

See also:

more options

MSG specifically to Toad-Hall.

Following your post, I DID "uninstall" Thunderbird from the System. I have considered YOUR "voice" as one that is PERHAPS pointing me to be "systematic." Therefore, I have installed Thunderbird 31.1.1 on my system, and have done so, in the DEFAULT directory, although it SHOULD work from wherever you choose to install it.

To answer you directly about an earlier version, as a more than mildly technical person, I have run an earlier version of Thunderbird for a while as it has proven to been stable. "Improvements are routine, and necessary." But, this version has been stable for me. In any case, the important aspect TO the problem that must be noted is that, one moment it was working, and the next, it was not. The only NOTABLE difference there was that I had to shut down the system before going to a meeting. Upon my return, I restarted the System, and Thunderbird presented this problem.

In the INTERIM, no software was added or subtracted. No UPDATES from Microsoft were also made, to be clear. I have carefully looked over Update and System logs and File modification tables.

To be sure, Thunderbird has been ascertained as the DEFAULT E.mail application on the system. That said, and AFTER the latest install, I have the SAME problem. Thunderbird DOES NOT connect to the Net.

With this NEW install, I am receiving "Sorry - we're unable to communicate with our sign-up server. Please check your connection." message from the very start. I had not bother to import my mail into the static config as yet, and this is the message I receive.

To ADD, Claws or OTHER mailers that I have tried meanwhile, DO NOT SUFFER from this problem. They ARE able to exit the LAN.

To provide more clarity.... I am using Windows NATIVE Firewall. None else added. I am also using Avast Free Anti-Virus, MalwareBytes and Zemana Anti-Logger as other protective devices. All the protective devices have Thunderbird as an EXCEPTION or PASS-THROUGH enabled.

As INDICATED earlier, I have launched Thunderbird with Anti-Virus disabled first, UNINSTALLED second, and in WINDOWS SAFE mode third... NO Joy.

Thank you for your note..

more options

Message specifically to "cor-el"

Thank you for your note.

With reference to your directions, I would like to share that the Anti-Viral and Malware Sweep that I had conducted of the System just AFTER discovering the problem, and SINCE (at least twice), have included the following: Emsisoft Scan, Avast Scan, Kaspersky Anti-Virus Scan, Malwarebytes Full System Scan, AdwCleaner, SuperAntiSpyware, Windows Defender, TDSSKiller, GMER Analysis etc...

Additionally, I have run HijackThis, and Combofix also. No problems discovered.

Thank you again! If you can think of additional directions to investigate. Let me know.

Both You and TOAD-HALL should know that OTHER browsers and E.mail clients can find their way. This problem seems to strictly affect Mozilla products.

Thanks, in advance!

more options

Boot the computer in Windows Safe Mode with network support (press F8 on the boot screen) as a test.

more options

Message specifically to "cor-el"

Thunderbird WAS run in Program "Safe Mode" and System' "Safe Mode, with Networking Support," also WITH and WITHOUT Anti-Virus. These tests were explicitly done to check dependencies - as I have on the system. They revealed nothing of any relatable significance, and the problem persists.


more options

Did you try to reset (power on/off) the router?

more options

Have you checked the Network Proxy settings.

more options

Message to "cor-el"

The answer is, yes. The router and modem were all reset. Again, the point to be understood is that as I had Indicated before, OTHER email clients and browsers are able to exit local LAN and connect with mailservers for instance.

Only Mozilla products are exhibiting this problem. Very strange is the fact that from a browser point of view, Sea Monkey works too... but, not Firefox!

more options

Message to "FredMcD"

The answer is, yes. Proxy Settings were reviewed, and determined that Programs (Thunderbird & Firefox) were to connect DIRECTLY to the net.

To all: I am ALSO separately, and together, investigating the problem of the programs HANGING upon exit. I believe both of them are related. Just do NOT KNOW how...

Thank you.

Modified by Suigeneris

more options

Could you check your proxy settings and report back on what settings you are using.:


Thunderbird: Tools > options > Advanced > Network & disc space or menu icon > Options > options > Advanced > Network & disc space click on 'Settings'

What proxy setting are you using? eg: Use system proxy settings

more options

Message to Toad-Hall

I use "no proxy." My connection is, and was NOT ever PROXIED, at all. If you are suggesting that I try "System Proxy" settings INSTEAD, ok... I have, and it presents no response at the moment.


more options

I'm using 'Use system proxy settings'

after selecting, click on Ok to save settings. click on OK to save Options.

Then close thunderbird, wait a few moments for background processes to complete and then restart Thunderbird.

Does it now allow you to access your created mail accounts, or create a new exisitng mail account?

more options

I also notice that I'm using the same 'Use system proxy settings' in my Firefox settings.

more options

Message to Toad-Hall

Thank you, for that. To be sure, I tried your suggestion, and selected "System Proxy" as the choice, for Thunderbird and Firefox. Rebooted, and looked at the outcome.. NO Joy..  :-(

I believe that I shall send the output of the Error Log in my next post. Perhaps someone can point me in the right direction after looking at the Error.log.

Thank you...Toad Hall. If you think of something else to try, I am ALL ears.. I shall keep trying..

more options

To All

Here is the output of the Error.log as Thunderbird fires up. Could this be JAVA based trouble... I do have the latest JAVA version.. Just the same, here is the output.

Would be much obliged, if someone who has seen this before can point out what exactly is happening. Thanks, in advance!


Could not read chrome manifest 'file:///C:/Program%20Files%20(x86)/Mozilla%20Thunderbird/chrome.manifest'.

Could not read chrome manifest 'file:///C:/Program%20Files%20(x86)/Mozilla%20Thunderbird/extensions/%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D/chrome.manifest'.

While creating services from category 'profile-after-change', could not create service for entry 'Disk Space Watcher Service', contract ID ';1'

Timestamp: 9/19/2014 10:18:40 AM Error: 2014-09-19 10:18:40 mail.provider ERROR Something went wrong loading the provider list JSON file. Going into offline mode.

Source File: resource:///modules/gloda/log4moz.js Line: 688

2014-09-19 10:18:40 mail.provider ERROR Something went wrong loading the provider list JSON file. Going into offline mode.

Timestamp: 9/19/2014 10:19:00 AM Error: 2014-09-19 10:19:00 mail.provider ERROR Something went wrong loading the provider list JSON file. Going into offline mode.

Source File: resource:///modules/gloda/log4moz.js Line: 688

2014-09-19 10:19:00 mail.provider ERROR Something went wrong loading the provider list JSON file. Going into offline mode.

Timestamp: 9/19/2014 10:19:20 AM Error: 2014-09-19 10:19:20 mail.provider ERROR Something went wrong loading the provider list JSON file. Going into offline mode.

Source File: resource:///modules/gloda/log4moz.js Line: 688

2014-09-19 10:19:20 mail.provider ERROR Something went wrong loading the provider list JSON file. Going into offline mode.

Timestamp: 9/19/2014 10:19:40 AM

 Error: 2014-09-19 10:19:40	mail.provider	ERROR	Something went wrong loading the provider list JSON file. Going into offline mode.

Source File: resource:///modules/gloda/log4moz.js Line: 688

2014-09-19 10:19:40 mail.provider ERROR Something went wrong loading the provider list JSON file. Going into offline mode.


more options

Thunderbird is being set to 'offline mode' whcih cannot connect to internet.

Not certain why.

Can you confirm that it will not go into online mode. click on the two black screen icon located bottom left of Status bar, normally this would change to two blue screen icon when online.

more options

Message to Toad-Hall & ALL

I can confirm that it not going online. The STATUS BAR to the lower-left SHOWS that the Program is ONLINE. Firefox ALSO is in ONLINE MODE, when it is clearly offline.

This needs further drill-down... and LESS "toggling" based solution suggestions. How is it possible to ESCALATE this inquiry to a CODER/MOZILLA Programmer, who is familiar with the native code?

I do not have the time to do indepth penetrative analysis on this, and I would RATHER that someone who has been working on this for years have a look at it.

I have been DELIBERATE ONLY for others who could benefit from the dialog and METHOD. But, Frankly, this needs a deeper look. Thank you, for the suggestions Toad Hall. Much appreciated! If you think of other things, let me know!

Modified by Suigeneris

more options

Something obviously occurred during shutdown so that information may not be saved correctly.

Do you have a backup of your Profile folder name, which was created prior to the incident?

If yes, have you tried : Overwrite the contents of the Profile folder name with the backup Profile folder name contents. Thunderbird must be closed before doing this.

Btw: Please could you not use capitals in sentences as it implies you are shouting. It also makes it not so easy to read.

more options

HI all, This is the Help Desk in response to the escalated ticket. I understand that both Firefox and Thunderbird are in offline mode, and not connecting to the internet after troubleshooting the antivirus, network configuration, and after thorough virus scans.

Are you an ATT/Yahoo customer? If so, see: I wonder if its looking in the wrong place for the mail provider's json file, in your profile folder is there a json file in the file path that the error console is looking?

This is a great reference for hacking the about:config network settings in Firefox: Have you updated Firefox?

More to come, Rachel

  1. 1
  2. 2