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Can't send email since requesting help from isp

dance2this2000
dance2this2000
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short version: using: Thunderbird 38.3.0 mail is : sympatico isp: bell Windows7 64 bit

can't send email no matter how I change settings - I have done every imaginable configuration, filling in fields differently - I have done all that Mozilla suggests - firewall/virus on and off - new passwords - contacted isp which made things worse as they "don't support thunderbird" - I have uninstalled, reinstalled, tried to revert to old Thunderbird (but was too dumb to figure that one out), switched ports, gone through mozilla support and knowledge base - half the problem is I don't understand what it's asking me to do. It has taken me days just to figure out how to 'sign up' for help - I could only see the sign in area and just finally now, after days, managed to set up my mozilla account. After a week of this and about 30 hours in, I have been willing to pay tech support, only to find out that Thunderbird has no third party tech or phone support - my ISP however, who will not assist, said they can help if I subscribe to a third party service for a monthly fee. For obvious reasons, I'd rather not. I have added my screen shot of the current settings - but believe me, I've switched them all around many times. Thank you in advance for any advice, and apologies in advance for my ignorance in figuring out something that is quite likely simple.

long version: I use thunderbird because it's closest to Outlook which I was used to, but didn't come on Windows7. A week ago my boss required we have a Gmail account. I already have two that I set up just to take the names, both of which I added into my thunderbird no problem so I could see them without going online. This new one I set up is for work only - I added it to Thunderbird like I did the others ( I think) and all of a sudden my sympatico account was gone - I didn't even realize except that when I checked email on my ipad, there was no mail and I finally figured out everything I sent off my desktop was going through this new gmail account and my normal sympatico email was gone. I deleted the gmail from my Thunderbird and tried to put sympatico profile back on - days doing this - it was at the bottom - couldn't get it to the default, etc... Finally got it back and then couldn't send or receive - called my ISP - got new passwords - could receive but not send - isp Tech said it was their end. 24 hours later it worked - but only for the night - spent two more days with three techs and they all said it was how Thunderbird was set up and not their problem. I have gone through all the knowledge bases I can wrap my head around, called isp again today to ask if they're blocking my port (which the Mozilla help said to do)- of course they said no and laughed at me. I fear they have done something so I can't send email. They kept telling my I shouldn't be using Thunderbird.

I would be so grateful if someone could help me and understand my limited knowledge. Although, the information I've gleaned over the past week is immense!

Thank you in advance - and know that I really did look at so many other forums and help areas - it's just all a blur.

short version: using: Thunderbird 38.3.0 mail is : sympatico isp: bell Windows7 64 bit can't send email no matter how I change settings - I have done every imaginable configuration, filling in fields differently - I have done all that Mozilla suggests - firewall/virus on and off - new passwords - contacted isp which made things worse as they "don't support thunderbird" - I have uninstalled, reinstalled, tried to revert to old Thunderbird (but was too dumb to figure that one out), switched ports, gone through mozilla support and knowledge base - half the problem is I don't understand what it's asking me to do. It has taken me days just to figure out how to 'sign up' for help - I could only see the sign in area and just finally now, after days, managed to set up my mozilla account. After a week of this and about 30 hours in, I have been willing to pay tech support, only to find out that Thunderbird has no third party tech or phone support - my ISP however, who will not assist, said they can help if I subscribe to a third party service for a monthly fee. For obvious reasons, I'd rather not. I have added my screen shot of the current settings - but believe me, I've switched them all around many times. Thank you in advance for any advice, and apologies in advance for my ignorance in figuring out something that is quite likely simple. long version: I use thunderbird because it's closest to Outlook which I was used to, but didn't come on Windows7. A week ago my boss required we have a Gmail account. I already have two that I set up just to take the names, both of which I added into my thunderbird no problem so I could see them without going online. This new one I set up is for work only - I added it to Thunderbird like I did the others ( I think) and all of a sudden my sympatico account was gone - I didn't even realize except that when I checked email on my ipad, there was no mail and I finally figured out everything I sent off my desktop was going through this new gmail account and my normal sympatico email was gone. I deleted the gmail from my Thunderbird and tried to put sympatico profile back on - days doing this - it was at the bottom - couldn't get it to the default, etc... Finally got it back and then couldn't send or receive - called my ISP - got new passwords - could receive but not send - isp Tech said it was their end. 24 hours later it worked - but only for the night - spent two more days with three techs and they all said it was how Thunderbird was set up and not their problem. I have gone through all the knowledge bases I can wrap my head around, called isp again today to ask if they're blocking my port (which the Mozilla help said to do)- of course they said no and laughed at me. I fear they have done something so I can't send email. They kept telling my I shouldn't be using Thunderbird. I would be so grateful if someone could help me and understand my limited knowledge. Although, the information I've gleaned over the past week is immense! Thank you in advance - and know that I really did look at so many other forums and help areas - it's just all a blur.

Chosen solution

Just started working!!!!! I have no idea why - didn't do anything different between the last post 15 minutes ago!! No idea????!!!!!

Thank you both for your attention :)

Read this answer in context 👍 0

All Replies (11)

dance2this2000
dance2this2000 Question owner
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addition: error messages:

Login to server smtphm.sympatico.ca failed. and

Sending of the message failed. The message could not be sent using Outgoing server (SMTP) smtphm.sympatico.ca for an unknown reason. Please verify that your Outgoing server (SMTP) settings are correct and try again.

Matt
Matt
  • Top 10 Contributor
  • Moderator
more options

In order for us to better investigate this issue you need to add a little more non-personal information.

Please add the troubleshooting information to your post (or at least the Mail and news Accounts information) To find the Troubleshooting information:

  • Open Help (or click on three-line-icon and select Help)
  • Choose Troubleshooting Information
  • Use the button Copy to clipboard to select all. Do not check box "Include account names"!
  • Paste this in your post.
dance2this2000
dance2this2000 Question owner
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Here you are - sorry I posted my question in the wrong way...hope this helps. 

 Application Basics

   Name: Thunderbird
   Version: 38.3.0
   User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:38.0) Gecko/20100101 Thunderbird/38.3.0
   Profile Folder: Show Folder

             (Local drive)
   Application Build ID: 20150928051427
   Enabled Plugins: about:plugins
   Build Configuration: about:buildconfig
   Memory Use: about:memory

 Mail and News Accounts
   account1:
     INCOMING: account1, , (none) Local Folders, plain, passwordCleartext

   account2:
     INCOMING: account2, , (pop3) pophm.sympatico.ca:995, SSL, passwordCleartext
     OUTGOING: smtphm.sympatico.ca:587, alwaysSTARTTLS, passwordCleartext, true
     OUTGOING: smtphm.sympatico.ca:587, alwaysSTARTTLS, passwordCleartext, false

   account4:
     INCOMING: account4, , (pop3) pop.googlemail.com:995, SSL, passwordCleartext
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, true

   account5:
     INCOMING: account5, , (pop3) pop.googlemail.com:995, SSL, passwordCleartext
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, true

 Crash Reports

 Extensions
   Folderpane Tools, 0.6.1, true, {b243fe83-b8a7-47de-855d-21d865243d5d}
   Lightning, 4.0.3.1, true, {e2fda1a4-762b-4020-b5ad-a41df1933103}
   McAfee Anti-Spam Thunderbird Extension, 2.0, true, msktbird@mcafee.com

 Important Modified Preferences

   Name: Value

     browser.cache.disk.capacity: 358400
     browser.cache.disk.smart_size_cached_value: 358400
     browser.cache.disk.smart_size.first_run: false
     browser.cache.disk.smart_size.use_old_max: false
     extensions.lastAppVersion: 38.3.0
     font.internaluseonly.changed: false
     font.name.monospace.el: Consolas
     font.name.monospace.tr: Consolas
     font.name.monospace.x-baltic: Consolas
     font.name.monospace.x-central-euro: Consolas
     font.name.monospace.x-cyrillic: Consolas
     font.name.monospace.x-unicode: Consolas
     font.name.monospace.x-western: Consolas
     font.name.sans-serif.el: Calibri
     font.name.sans-serif.tr: Calibri
     font.name.sans-serif.x-baltic: Calibri
     font.name.sans-serif.x-central-euro: Calibri
     font.name.sans-serif.x-cyrillic: Calibri
     font.name.sans-serif.x-unicode: Calibri
     font.name.sans-serif.x-western: Calibri
     font.name.serif.el: Cambria
     font.name.serif.tr: Cambria
     font.name.serif.x-baltic: Cambria
     font.name.serif.x-central-euro: Cambria
     font.name.serif.x-cyrillic: Cambria
     font.name.serif.x-unicode: Cambria
     font.name.serif.x-western: Cambria
     font.size.fixed.el: 14
     font.size.fixed.tr: 14
     font.size.fixed.x-baltic: 14
     font.size.fixed.x-central-euro: 14
     font.size.fixed.x-cyrillic: 14
     font.size.fixed.x-unicode: 14
     font.size.fixed.x-western: 14
     font.size.variable.el: 17
     font.size.variable.tr: 17
     font.size.variable.x-baltic: 17
     font.size.variable.x-central-euro: 17
     font.size.variable.x-cyrillic: 17
     font.size.variable.x-unicode: 17
     font.size.variable.x-western: 17
     gfx.direct3d.last_used_feature_level_idx: 0
     mail.openMessageBehavior.version: 1
     mail.winsearch.firstRunDone: true
     mailnews.database.global.datastore.id: f286ee1e-26cc-4a3a-bf01-20b98d3ee43
     mailnews.database.global.views.conversation.columns: {"threadCol":{"visible":true,"ordinal":"1"},"flaggedCol":{"visible":true,"ordinal":"3"},"attachmentCol":{"visible":false…
     network.cookie.prefsMigrated: true
     network.predictor.cleaned-up: true
     places.database.lastMaintenance: 1447814910
     places.history.expiration.transient_current_max_pages: 104858
     plugin.importedState: true
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_bgcolor: false
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_bgimages: false
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_colorspace:
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_command:
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_downloadfonts: false
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_duplex: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_edge_bottom: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_edge_left: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_edge_right: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_edge_top: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_evenpages: true
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_footercenter:
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_footerleft: &PT
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_footerright: &D
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_headercenter:
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_headerleft: &T
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_headerright: &U
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_in_color: true
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_margin_bottom: 0.5
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_margin_left: 0.5
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_margin_right: 0.5
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_margin_top: 0.5
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_oddpages: true
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_orientation: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_page_delay: 50
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_paper_data: 9
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_paper_height: 11.00
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_paper_name:
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_paper_size_type: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_paper_size_unit: 1
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_paper_width: 8.50
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_plex_name:
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_resolution: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_resolution_name:
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_reversed: false
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_scaling: 1.00
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_shrink_to_fit: true
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_to_file: false
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_unwriteable_margin_bottom: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_unwriteable_margin_left: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_unwriteable_margin_right: 0
     print.printer_EPSON_Stylus_Photo_RX595_Series.print_unwriteable_margin_top: 0

 Graphics

     Adapter Description: AMD Radeon HD 7350
     Vendor ID: 0x1002
     Device ID: 0x68fa
     Adapter RAM: 1024
     Adapter Drivers: aticfx64 aticfx64 aticfx64 aticfx32 aticfx32 aticfx32 atiumd64 atidxx64 atidxx64 atiumdag atidxx32 atidxx32 atiumdva atiumd6a atitmm64
     Driver Version: 8.920.0.0
     Driver Date: 11-9-2011
     Direct2D Enabled: false
     DirectWrite Enabled: false (6.2.9200.17461)
     ClearType Parameters: ClearType parameters not found
     WebGL Renderer: false
     GPU Accelerated Windows: 0

     AzureCanvasBackend: skia
     AzureSkiaAccelerated: 0
     AzureFallbackCanvasBackend: cairo
     AzureContentBackend: cairo

 JavaScript

 Incremental GC: 1

 Accessibility

   Activated: 0
   Prevent Accessibility: 0

 Library Versions

     Expected minimum version
     Version in use

     NSPR
     4.10.8
     4.10.8

     NSS
     3.19.2 Basic ECC
     3.19.2 Basic ECC

     NSS Util
     3.19.2
     3.19.2

     NSS SSL
     3.19.2 Basic ECC
     3.19.2 Basic ECC

     NSS S/MIME
     3.19.2 Basic ECC
     3.19.2 Basic ECC
Matt
Matt
  • Top 10 Contributor
  • Moderator
more options

On the toolbar then  Add-ons


Disable the McAfee add-on and then restart Thunderbird. See if that helps. I shudder every time I see someone with McAfee. It should be renamed Thunderbird killer.

dance2this2000
dance2this2000 Question owner
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this is what I see when I click the toolbar and then add ons: (see uploaded image)

not sure what to click to disable the add on - or where to see the addon

dance2this2000
dance2this2000 Question owner
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I went to extensions - disabled the McAfee web browser add on - restarted Thunderbird and no change.

dance2this2000
dance2this2000 Question owner
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McAfee add-on in TB has been disabled, the email scanning has been disabled - computer and TB restarted. Not fixed.

I don't know why I have two outgoing SMTP servers....this problem has only happened since I added a gmail account to TB and then removed it and put Sympatico address back in. I have either set it up wrong or something the isp tech did while changing settings in bellmail or TB

dance2this2000
dance2this2000 Question owner
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Chosen Solution

Just started working!!!!! I have no idea why - didn't do anything different between the last post 15 minutes ago!! No idea????!!!!!

Thank you both for your attention :)

dance2this2000
dance2this2000 Question owner
more options

To help other people, if you think I should post screen shot of specs again to see what's different, I can.

Thanks!

Modified by dance2this2000

Toad-Hall
Toad-Hall
  • Top 10 Contributor
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re :I also wonder why you have two outgoing SMTP servers listed for your Sympatico account.

This looks like another identity has been added using the same server.

To check: Right clickon mail account name in left Folder pane and select 'Settings' then click on 'Manage Identities' button.

how many are listed? There should be only the one for the mail account unless you have deliberately added other email addresses. The top one should be for the mail account. Are there others?

dance2this2000
dance2this2000 Question owner
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There are two identical identities listed - both my main email address.

Now that my email has been working since 2am I'm scared to make any changes.