thunderbird goes "not responding" and then hangs, even in safe mode. CAUSE: Avast antivirus
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 👍 1All Replies (7)
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?
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 ?
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.
It seems to work in this mode...
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.
jefferson, did you have good results?
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.