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thunderbird goes "not responding" and then hangs, even in safe mode. CAUSE: Avast antivirus

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Hi,

Computer: Lenovo with a core I3 on Windows 7 Professional 64 bits.

Criticity / Loss of service : Severe loss, Thunderbird is unusable.

The problem: Since at least one week, I experience problems with Thunderbird. I start it and after less than a minute and its state changes to "not responding" and I have to kill it with task manager.

Since I though it was maybe an incompatible plugin, I tried to run in Safe Mode with all addons disabled. It crashed too.

I also tried to run without internet connection and it seemed to run without following the same path...


Some helpful informations taken out of Thunderbird:

 Paramètres de base de l'application
   Nom: Thunderbird
   Version: 38.4.0
   Agent utilisateur: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:38.0) Gecko/20100101 Thunderbird/38.4.0
   Dossier de profil: Ouvrir le dossier correspondant
             (Lecteur local)
   Identifiant de compilation de l'application: 20151119061742
   Plugins activés: about:plugins
   Configuration de compilation: about:buildconfig
   Utilisation mémoire: about:memory
 Comptes courrier et groupes
   account1:
     INCOMING: account1, , (imap) imap.googlemail.com:993, SSL, passwordCleartext
     OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, true
   account2:
     INCOMING: account2, , (none) Local Folders, plain, passwordCleartext
 Rapports de plantage
 Extensions
   French Spelling Checker, 1.0.1-signed, true, FrenchSpellingChecker@lipocodes
   quickFilters, 3.0.2, true, quickFilters@axelg.com
   Select Addressbook Text, 1.5, true, select_addressbook_text@cbmarkwardt.com
   AddressBookTab, 1.5, false, AddressBookTab@dischert.luc
 Préférences modifiées importantes
   Nom: Valeur
     accessibility.typeaheadfind.flashBar: 0
     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: 38.4.0
     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.enable: true
     mail.winsearch.firstRunDone: true
     mail.winsearch.global_reindex_time: 1416334570
     mailnews.database.global.datastore.id: 9e5cfd1a-cdd5-4f7d-90f7-a7592a0b633
     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: 1449506128
     places.history.expiration.transient_current_max_pages: 104858
     plugin.importedState: true
 Accélération graphique
     Description de la carte: Intel(R) HD Graphics 4600
     ID du vendeur: 0x8086
     ID du périphérique: 0x0416
     RAM de la carte: Unknown
     Pilotes de la carte: igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32
     Version du pilote: 9.18.10.3272
     Date du pilote: 8-8-2013
     Direct2D activé: false
     DirectWrite activé: false (6.2.9200.17568)
     Paramètres ClearType: Paramètres ClearType introuvables
     Rendu WebGL: false
     Fenêtres avec accélération graphique: 0
     AzureCanvasBackend: skia
     AzureSkiaAccelerated: 0
     AzureFallbackCanvasBackend: cairo
     AzureContentBackend: cairo
 JavaScript
 Ramasse-miettes incrémentiel: 1
 Accessibilité
   Activée: 0
   Empêcher l'accessibilité: 0
 Versions des bibliothèques
     Version minimale attendue
     Version utilisée
     NSPR
     4.10.10
     4.10.10
     NSS
     3.19.2.1 Basic ECC
     3.19.2.1 Basic ECC
     NSS Util
     3.19.2.1
     3.19.2.1
     NSS SSL
     3.19.2.1 Basic ECC
     3.19.2.1 Basic ECC
     NSS S/MIME
     3.19.2.1 Basic ECC
     3.19.2.1 Basic ECC
Hi, Computer: Lenovo with a core I3 on Windows 7 Professional 64 bits. Criticity / Loss of service : Severe loss, Thunderbird is unusable. The problem: Since at least one week, I experience problems with Thunderbird. I start it and after less than a minute and its state changes to "not responding" and I have to kill it with task manager. Since I though it was maybe an incompatible plugin, I tried to run in Safe Mode with all addons disabled. It crashed too. I also tried to run without internet connection and it seemed to run without following the same path... Some helpful informations taken out of Thunderbird: Paramètres de base de l'application Nom: Thunderbird Version: 38.4.0 Agent utilisateur: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:38.0) Gecko/20100101 Thunderbird/38.4.0 Dossier de profil: Ouvrir le dossier correspondant (Lecteur local) Identifiant de compilation de l'application: 20151119061742 Plugins activés: about:plugins Configuration de compilation: about:buildconfig Utilisation mémoire: about:memory Comptes courrier et groupes account1: INCOMING: account1, , (imap) imap.googlemail.com:993, SSL, passwordCleartext OUTGOING: smtp.googlemail.com:465, SSL, passwordCleartext, true account2: INCOMING: account2, , (none) Local Folders, plain, passwordCleartext Rapports de plantage Extensions French Spelling Checker, 1.0.1-signed, true, FrenchSpellingChecker@lipocodes quickFilters, 3.0.2, true, quickFilters@axelg.com Select Addressbook Text, 1.5, true, select_addressbook_text@cbmarkwardt.com AddressBookTab, 1.5, false, AddressBookTab@dischert.luc Préférences modifiées importantes Nom: Valeur accessibility.typeaheadfind.flashBar: 0 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: 38.4.0 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.enable: true mail.winsearch.firstRunDone: true mail.winsearch.global_reindex_time: 1416334570 mailnews.database.global.datastore.id: 9e5cfd1a-cdd5-4f7d-90f7-a7592a0b633 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: 1449506128 places.history.expiration.transient_current_max_pages: 104858 plugin.importedState: true Accélération graphique Description de la carte: Intel(R) HD Graphics 4600 ID du vendeur: 0x8086 ID du périphérique: 0x0416 RAM de la carte: Unknown Pilotes de la carte: igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32 Version du pilote: 9.18.10.3272 Date du pilote: 8-8-2013 Direct2D activé: false DirectWrite activé: false (6.2.9200.17568) Paramètres ClearType: Paramètres ClearType introuvables Rendu WebGL: false Fenêtres avec accélération graphique: 0 AzureCanvasBackend: skia AzureSkiaAccelerated: 0 AzureFallbackCanvasBackend: cairo AzureContentBackend: cairo JavaScript Ramasse-miettes incrémentiel: 1 Accessibilité Activée: 0 Empêcher l'accessibilité: 0 Versions des bibliothèques Version minimale attendue Version utilisée NSPR 4.10.10 4.10.10 NSS 3.19.2.1 Basic ECC 3.19.2.1 Basic ECC NSS Util 3.19.2.1 3.19.2.1 NSS SSL 3.19.2.1 Basic ECC 3.19.2.1 Basic ECC NSS S/MIME 3.19.2.1 Basic ECC 3.19.2.1 Basic ECC

Modified by Wayne Mery

Chosen solution

Windows safe mode disables anti-virus software, which is most likely the culprit.

Create an exception in your anti-virus software for the Thunderbird profile folder, so that the anti-virus real-time scanner will not scan it. http://kb.mozillazine.org/Profile_folder_-_Thunderbird

Don't let your anti-virus software scan incoming and outgoing messages.

Don't let your anti-virus software scan attachments.

Don't let your anti-virus software intercept your secure connection to the server.

Remove any add-ons your anti-virus software may have installed in Thunderbird.

Read this answer in context 👍 1

All Replies (7)

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What is your anti-virus software?

Try to start *Windows* in safe mode with networking enabled. - Win7 http://windows.microsoft.com/en-US/windows7/Start-your-computer-in-safe-mode

Still in Windows safe mode, start Thunderbird in safe mode. - https://support.mozilla.org/en-US/kb/safe-mode

Does the problem go away?

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The problem does not go because I can't connect to any wireless network...

As explained above, when I turn off the connection, the application does not crash...

Is there the possibility to get a debug log of Thunderberd so that I can post it here ?

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The problem does not go because I can't connect to any wireless network...

If the wireless connection isn't available in Windows safe mode you'll have to try with a wired connection.

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It seems to work in this mode...

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Chosen Solution

Windows safe mode disables anti-virus software, which is most likely the culprit.

Create an exception in your anti-virus software for the Thunderbird profile folder, so that the anti-virus real-time scanner will not scan it. http://kb.mozillazine.org/Profile_folder_-_Thunderbird

Don't let your anti-virus software scan incoming and outgoing messages.

Don't let your anti-virus software scan attachments.

Don't let your anti-virus software intercept your secure connection to the server.

Remove any add-ons your anti-virus software may have installed in Thunderbird.

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jefferson, did you have good results?

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Well, I added an exception to avast scans... it seemed to be working but as some suppliers told us that they won't support us if we use this antivirus. I moved to Avira and no problem.

Thanks.