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How can I reach Mozilla tech support for an issue that has not been resolved through any other online option (pre-posted answers, articles, forums, etc.)?

  • 20 replies
  • 2 have this problem
  • 133 views
  • Last reply by Matt

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I have an issue that at least one other user posted, yet received no resolution. This is a technical issue that may be a Thunderbird error. Need to hear from Thunderbird/Mozilla directly.

Thank you

Modified by NoahSUMO

All Replies (20)

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This is Thunderbird support forum. You ask here. Post details of your issue and if someone has an answer they will post it.

Modified by user01229325

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My exact issue was posted by a different Mozilla user over two months ago and it was not answered or resolved. I believe this is an error with Thunderbird version 38. Would like to hear from Mozilla tech support team.

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Good luck. That does not exist. You surly do not expect to use free software and have a staffed help desk at your disposal?

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What I assume is that Mozilla cares about the product it shares with the world and would like to know if there is an error in their programming.

More than one user has encountered the same odd problem which was not resolved when first posted over two months ago. I do not expect the general public to know how to resolve what could be a programming error.

On the other hand, perhaps you have programming knowledge and can be of more help than the dead end response received by the user that posted his question months ago.

What do you think? Should I post the same issue again? I was under the belief that I should only post on existing stings to keep the conversation consolidated.

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KatrinaW said

Should I post the same issue again? I was under the belief that I should only post on existing stings to keep the conversation consolidated.

If the product has updated since the time someone else started a question on that issue, yes, please start a new question. You can add a link to the old question and indicate which of the suggestions there you already tried if you want to avoid getting duplicate suggestions.

It's unfortunate that there's no free telephone support for Mozilla products, but there just isn't any budget for that. Most people answering questions here are unpaid volunteers, and there are community members assisting on several other sites as well.

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9/4/15 posted question, "Have several emails and one account stopped receiveing. Am able to access the account online... Deleted and restored the account - no affect...Please Help!"

This user was using version 38.3.0, the same version I am using. I have 10 email accounts and the other 9 are fine. No problems with email provider, Go Daddy, where I have to go now to retrieve my emails from the one troubled account.

I have two computers that use Thunderbird and am having the same issue on both. But, my iPad uses a different program and I have no problem receiving emails on the account in question.

After much troubleshooting, including checking all options with Go Daddy to make sure the problem was not on my side, my conclusion is that there is a glitch with Thunderbird.

Although this is neither a new topic, nor was it resolved when posted by the other user, I will post all this as a continuation of the dead end string and start a new one that will hopefully get more attention, help, or whatever it takes to get a resolution to this odd issue.

Modified by KatrinaW

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Wow, I only have two accounts set up. I think with a more unique configuration, it's definitely a good idea to start your own question.

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How about less editorial ranting and more details of your problem? What happened to someone else is irrelevant. FYI: Mozilla has had very little to do with Thunderbird for sometime. The program is worked on by volunteers and supported by the same.

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Airmail...I would like the same courtesy....just a simple answer to my original question...how to get in touch with Mozilla tech support.

From what I can ascertain from your comments, you and other contributors are volunteers who donate your time for the creation and continuation of this product. To this I wish to thank you all.

So, if you are one of the programmers, are you the one who worked on or posted version 38?

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Here is the original post on the email receiving issue from another user (9/4/15): https://support.mozilla.org/en-US/questions/1082066

Here is my new post on the same issue: https://support.mozilla.org/en-US/questions/1095498

Modified by KatrinaW

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jascher2000

It is because I have more than 10 email addresses that I really appreciate Thunderbird. It is a wonderful format for keeping track of my separate interests and business topics. I don't know of any other software that works this intelligently.

Modified by KatrinaW

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.how to get in touch with Mozilla tech support.

I think we covered this already.

You seem to want to just have a Sunday conversation and not provide any details about YOUR problem. Like I said, what is happening to someone else is irrelevant.

Maybe post the troubleshooting info from Thunderbird or any error message that you receive. Then someone might have something to work on about YOUR problem. I am personally done with this one. Good luck.

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Is the affected account set up to use IMAP? If so, all the messages are stored either on the server, or somewhere else in your Thunderbird. So you could delete this account (in Thunderbird), set it up afresh, and see where it goes from there.

Or you could post your account settings here, please.

In Thunderbird, go to Help|Troubleshooting Information. Clear the checkbox "Include account names". Click "Copy text to clipboard". In your reply to this forum, paste the information form your clipboard into your posting. Ctrl+v is a common shortcut for pasting.

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KatrinaW said

So, if you are one of the programmers, are you the one who worked on or posted version 38?

I don't think Thunderbird programmers read threads here unless their attention is specially drawn to them.

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I should rephrase my question...

"How can I reach Mozilla Thunderbird programmers for an issue that has not been resolved through any other online option (pre-posted answers, articles, forums, "mozilla support", etc.)?"

I can understand now it was my mistake to name "tech support" in the original question, reflecting my ignorance of the Mozilla system. My apologies for any confusion this may have caused.

Modified by KatrinaW

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Hi KatrinaW, the best thing would be to work through the usual steps in your new thread: https://support.mozilla.org/questions/1095498

That will get the scenario teed up for a deeper dive.

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This is the support forum. Many of us have multiple accounts and there is no repeatable pattern of accounts not working. So the first line of attack is to review the settings of the affected account. Occam's razor.

If you have genuinely discovered a bug in the program, then you need to be able to describe the steps to take so that anyone else, including a developer, can reproduce it at at will.

In my experience, anti-virus and other security software, unintended side effects of changes made by mail providers and well-meant but misguided fiddling by the user are the usual suspects. When all of these have been eliminated, the possibility of a real bug could then be considered. Until we see your settings, I think we can go no further ahead with this.

Modified by Zenos

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One previous poster had a very specific issue: "Relay access denied" and in that case he needs to work with the operator of the SMTP server to understand why it rejected the messages. This would usually be due to a server accepting only email messages sent "from" an account on its own domain; so as an example, a cox server may well reject messages sent "From:" a roadrunner address.

Your problem may be as specific as this, but if you decline to post any details then no-one here can help you.

Modified by Zenos

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Hi Zenos,

Could we continue this exploration on the new string specific to the email issue? Here is the link: https://support.mozilla.org/en-US/questions/1095498

Thank you

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KatrinaW said

I should rephrase my question... "How can I reach Mozilla Thunderbird programmers for an issue that has not been resolved through any other online option (pre-posted answers, articles, forums, "mozilla support", etc.)?"

Two points.

1. Bugs can be reported using Bugzilla. https://bugzilla.mozilla.org/ 2. Your issue is not a bug, or does not appear to be. So please do not report it as such at this time

I can understand now it was my mistake to name "tech support" in the original question, reflecting my ignorance of the Mozilla system. My apologies for any confusion this may have caused.

A short explanation.

Thunderbird is a community project under the general auspices of the non profit Mozilla.org. Whilst Mozilla supplies infrastructure for the project they are not involved in the development or support. Having surrendered their roles in those areas completely. They are still involved in stability and security. The Thunderbird council is at this time a group of volunteers with no funds, no employees and no offices. They have however successfully released more than one major version of Thunderbird.

This forum is staffed entirely by volunteers and like any such forum those contributing have their own strengths and weaknesses. What is important to me is that they are contributing. We need more folk in all capacities, specially documentation and proof reading as well as actual support. Please consider helping fix your less than expected support result by helping us work to make is better for others through contributing a small amount of your time