Can't download emails, but I can send (but not save) emails and download emails to other devices.
Thunderbird stopped downloading emails two days ago. No change to Thunderbird, operating system, or antivirus software. I can access email on line and download messages to my iPad. I tried resetting my email password, but Thunderbird doesn't seem to get that far enough in accessing the email to need the password. It keeps trying to connect. The message on the error console says "Could not read chrome manifest 'jar:file:///C:/Users/Judy/AppData/Roaming/Thunderbird/Profiles/3v3ywll3.default/extensions/tbtestpilot@labs.mozilla.com.xpi!/chrome.manifest'."
Chosen solution
Try to change 'Connection security' for the IMAP server to 'None'.
Read this answer in context 👍 0All Replies (13)
I tried all the troubleshooting suggestions there and they didn't help.
Please post your Troubleshooting Information.
At the top right of the Thunderbird window, click the menu button 
, then select Help > Troubleshooting Information.
Press the Copy text to clipboard button and paste the information into your reply.
Firefox
47.0.1
Build ID: 20160623154057 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:47.0) Gecko/20100101 Firefox/47.0 OS: Windows_NT 6.1 x86 Multiprocess Windows: 0/1 (Disabled) Safe Mode: false
EPUBReader
1.5.0.9
Enabled: true
ID: {5384767E-00D9-40E9-B72F-9CC39D655D6F}
Firefox Hello 1.4.2
Enabled: true ID: loop@mozilla.org
Multi-process staged rollout
1.0 Enabled: true ID: e10srollout@mozilla.org
Pocket 1.0.2
Enabled: true ID: firefox@getpocket.com
Adobe Acrobat - Create PDF
2.0 Enabled: false ID: web2pdfextension.15@web2pdf.adobedotcom
Virtual Account Numbers for Firefox
4.0.0.17
Enabled: false ID: citius@orbiscom
Adapter Description: NVIDIA GeForce GT 620
Adapter Drivers: nvd3dumx,nvwgf2umx,nvwgf2umx nvd3dum,nvwgf2um,nvwgf2um
Adapter RAM: 1024
Asynchronous Pan/Zoom: none
ClearType Parameters: Gamma: 2200 Pixel Structure: B ClearType Level: 0 Enhanced Contrast: 400
Device ID: 0x1049
Direct2D Enabled: true
DirectWrite Enabled: true (6.2.9200.17568)
Driver Date: 11-5-2015
Driver Version: 10.18.13.5891
GPU #2 Active: false
GPU Accelerated Windows: 1/1 Direct3D 11 (OMTC)
Subsys ID: 097710de
Supports Hardware H264 Decoding: Yes
Vendor ID: 0x10de
WebGL Renderer: Google Inc. -- ANGLE (NVIDIA GeForce GT 620 Direct3D11 vs_5_0 ps_5_0)
windowLayerManagerRemote: true
AzureCanvasAccelerated: 0
AzureCanvasBackend: direct2d 1.1
AzureContentBackend: direct2d 1.1
AzureFallbackCanvasBackend: cairo
Important Modified Preferences
accessibility.lastLoadDate: 1472568274 accessibility.loadedInLastSession: true accessibility.typeaheadfind.flashBar: 0 browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.hashstats_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.frecency_experiment: 1 browser.download.importedFromSqlite: true browser.download.manager.alertOnEXEOpen: true browser.places.smartBookmarksVersion: 7 browser.search.suggest.enabled: false browser.search.useDBForOrder: true browser.sessionstore.upgradeBackup.latestBuildID: 20160623154057 browser.startup.homepage: https://news.google.com/ browser.startup.homepage_override.buildID: 20160623154057 browser.startup.homepage_override.mstone: 47.0.1 browser.tabs.remote.disabled-for-a11y: true dom.apps.reset-permissions: true dom.mozApps.used: true extensions.lastAppVersion: 47.0.1 font.internaluseonly.changed: false gfx.crash-guard.d3d11layers.appVersion: 47.0.1 gfx.crash-guard.d3d11layers.deviceID: 0x1049 gfx.crash-guard.d3d11layers.driverVersion: 10.18.13.5891 gfx.crash-guard.d3d11layers.feature-d2d: true gfx.crash-guard.d3d11layers.feature-d3d11: true gfx.crash-guard.glcontext.gfx.driver-init.direct3d11-angle: true gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle: true gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-force-d3d11: false gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-force-warp: false gfx.crash-guard.glcontext.gfx.driver-init.webgl-angle-try-d3d11: true gfx.crash-guard.status.d3d11layers: 2 gfx.crash-guard.status.d3d9video: 2 gfx.crash-guard.status.glcontext: 2 gfx.direct3d.last_used_feature_level_idx: 0 gfx.driver-init.appVersion: 42.0 gfx.driver-init.deviceID: 0x1049 gfx.driver-init.driverVersion: 9.18.13.1106 gfx.driver-init.feature-d2d: true gfx.driver-init.feature-d3d11: true gfx.driver-init.status: 2 media.benchmark.vp9.fps: 150 media.benchmark.vp9.versioncheck: 1 media.gmp-eme-adobe.abi: x86-msvc-x64 media.gmp-eme-adobe.lastUpdate: 1462631857 media.gmp-eme-adobe.version: 17 media.gmp-gmpopenh264.abi: x86-msvc-x64 media.gmp-gmpopenh264.lastUpdate: 1471458080 media.gmp-gmpopenh264.version: 1.6 media.gmp-manager.buildID: 20160623154057 media.gmp-manager.lastCheck: 1472568334 media.gmp-widevinecdm.abi: x86-msvc-x64 media.gmp-widevinecdm.lastUpdate: 1465661300 media.gmp-widevinecdm.version: 1.4.8.866 media.gmp.storage.version.observed: 1 media.hardware-video-decoding.failed: false media.webrtc.debug.aec_log_dir: C:\Users\Judy\AppData\Local\Temp media.webrtc.debug.log_file: C:\Users\Judy\AppData\Local\Temp\WebRTC.log media.youtube-ua.override.to: 43 network.auth.allow-subresource-auth: 2 network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.database.lastMaintenance: 1472152070 places.history.expiration.transient_current_max_pages: 104858 plugin.disable_full_page_plugin_for_types: application/pdf plugin.importedState: true print.printer_Adobe_PDF.print_bgcolor: false print.printer_Adobe_PDF.print_bgimages: false print.printer_Adobe_PDF.print_colorspace: print.printer_Adobe_PDF.print_command: print.printer_Adobe_PDF.print_downloadfonts: false print.printer_Adobe_PDF.print_duplex: 1515870810 print.printer_Adobe_PDF.print_edge_bottom: 0 print.printer_Adobe_PDF.print_edge_left: 0 print.printer_Adobe_PDF.print_edge_right: 0 print.printer_Adobe_PDF.print_edge_top: 0 print.printer_Adobe_PDF.print_evenpages: true print.printer_Adobe_PDF.print_footercenter: print.printer_Adobe_PDF.print_footerleft: &PT print.printer_Adobe_PDF.print_footerright: &D print.printer_Adobe_PDF.print_headercenter: print.printer_Adobe_PDF.print_headerleft: &T print.printer_Adobe_PDF.print_headerright: &U print.printer_Adobe_PDF.print_in_color: true print.printer_Adobe_PDF.print_margin_bottom: 0.5 print.printer_Adobe_PDF.print_margin_left: 0.5 print.printer_Adobe_PDF.print_margin_right: 0.5 print.printer_Adobe_PDF.print_margin_top: 0.5 print.printer_Adobe_PDF.print_oddpages: true print.printer_Adobe_PDF.print_orientation: 1 print.printer_Adobe_PDF.print_page_delay: 50 print.printer_Adobe_PDF.print_paper_data: 1 print.printer_Adobe_PDF.print_paper_height: -1.00 print.printer_Adobe_PDF.print_paper_name: print.printer_Adobe_PDF.print_paper_size_type: 0 print.printer_Adobe_PDF.print_paper_size_unit: 1 print.printer_Adobe_PDF.print_paper_width: -1.00 print.printer_Adobe_PDF.print_plex_name: print.printer_Adobe_PDF.print_resolution: 1200 print.printer_Adobe_PDF.print_resolution_name: print.printer_Adobe_PDF.print_reversed: false print.printer_Adobe_PDF.print_scaling: 1.00 print.printer_Adobe_PDF.print_shrink_to_fit: true print.printer_Adobe_PDF.print_to_file: false print.printer_Adobe_PDF.print_unwriteable_margin_bottom: 0 print.printer_Adobe_PDF.print_unwriteable_margin_left: 0 print.printer_Adobe_PDF.print_unwriteable_margin_right: 0 print.printer_Adobe_PDF.print_unwriteable_margin_top: 0 print.printer_Canon_MX880_series_Printer.print_bgcolor: false print.printer_Canon_MX880_series_Printer.print_bgimages: false print.printer_Canon_MX880_series_Printer.print_colorspace: print.printer_Canon_MX880_series_Printer.print_command: print.printer_Canon_MX880_series_Printer.print_downloadfonts: false print.printer_Canon_MX880_series_Printer.print_duplex: 1515870810 print.printer_Canon_MX880_series_Printer.print_edge_bottom: 0 print.printer_Canon_MX880_series_Printer.print_edge_left: 0 print.printer_Canon_MX880_series_Printer.print_edge_right: 0 print.printer_Canon_MX880_series_Printer.print_edge_top: 0 print.printer_Canon_MX880_series_Printer.print_evenpages: true print.printer_Canon_MX880_series_Printer.print_footercenter: print.printer_Canon_MX880_series_Printer.print_footerleft: &PT print.printer_Canon_MX880_series_Printer.print_footerright: &D print.printer_Canon_MX880_series_Printer.print_headercenter: print.printer_Canon_MX880_series_Printer.print_headerleft: &T print.printer_Canon_MX880_series_Printer.print_headerright: &U print.printer_Canon_MX880_series_Printer.print_in_color: true print.printer_Canon_MX880_series_Printer.print_margin_bottom: 0.5 print.printer_Canon_MX880_series_Printer.print_margin_left: 0.5 print.printer_Canon_MX880_series_Printer.print_margin_right: 0.5 print.printer_Canon_MX880_series_Printer.print_margin_top: 0.5 print.printer_Canon_MX880_series_Printer.print_oddpages: true print.printer_Canon_MX880_series_Printer.print_orientation: 0 print.printer_Canon_MX880_series_Printer.print_page_delay: 50 print.printer_Canon_MX880_series_Printer.print_paper_data: 1 print.printer_Canon_MX880_series_Printer.print_paper_height: -1.00 print.printer_Canon_MX880_series_Printer.print_paper_name: print.printer_Canon_MX880_series_Printer.print_paper_size_type: 0 print.printer_Canon_MX880_series_Printer.print_paper_size_unit: 1 print.printer_Canon_MX880_series_Printer.print_paper_width: -1.00 print.printer_Canon_MX880_series_Printer.print_plex_name: print.printer_Canon_MX880_series_Printer.print_resolution: 300 print.printer_Canon_MX880_series_Printer.print_resolution_name: print.printer_Canon_MX880_series_Printer.print_reversed: false print.printer_Canon_MX880_series_Printer.print_scaling: 1.00 print.printer_Canon_MX880_series_Printer.print_shrink_to_fit: true print.printer_Canon_MX880_series_Printer.print_to_file: false print.printer_Canon_MX880_series_Printer.print_unwriteable_margin_bottom: 0 print.printer_Canon_MX880_series_Printer.print_unwriteable_margin_left: 0 print.printer_Canon_MX880_series_Printer.print_unwriteable_margin_right: 0 print.printer_Canon_MX880_series_Printer.print_unwriteable_margin_top: 0 print.printer_Microsoft_XPS_Document_Writer.print_bgcolor: false print.printer_Microsoft_XPS_Document_Writer.print_bgimages: false print.printer_Microsoft_XPS_Document_Writer.print_duplex: 1515870810 print.printer_Microsoft_XPS_Document_Writer.print_edge_bottom: 0 print.printer_Microsoft_XPS_Document_Writer.print_edge_left: 0 print.printer_Microsoft_XPS_Document_Writer.print_edge_right: 0 print.printer_Microsoft_XPS_Document_Writer.print_edge_top: 0 print.printer_Microsoft_XPS_Document_Writer.print_evenpages: true print.printer_Microsoft_XPS_Document_Writer.print_footercenter: print.printer_Microsoft_XPS_Document_Writer.print_footerleft: &PT print
The Firefox Troubleshooting Information won't help. Please post your Thunderbird Troubleshooting Information.
Application Basics
Name: Thunderbird Version: 17.0.9 User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:17.0) Gecko/20130911 Thunderbird/17.0.9 Profile Folder: Show Folder
(Local drive) Application Build ID: 20130911173805 Enabled Plugins: about:plugins Build Configuration: about:buildconfig Crash Reports: about:crashes Memory Use: about:memory
Mail and News Accounts
account1:
INCOMING: account1, , (imap) mail.lmstrategies.com:143, alwaysSTARTTLS, passwordCleartext
OUTGOING: smtp.lmstrategies.com:587, alwaysSTARTTLS, passwordCleartext, true
account2:
INCOMING: account2, , (none) Local Folders, plain, passwordCleartext
account3:
INCOMING: account3, , (pop3) localhost:110, plain, passwordCleartext
OUTGOING: smtp.lmstrategies.com:587, alwaysSTARTTLS, passwordCleartext, true
Extensions
Lightning, 4.7, false, {e2fda1a4-762b-4020-b5ad-a41df1933103}
Important Modified Preferences
Name: Value
accessibility.typeaheadfind.flashBar: 0
browser.cache.disk.capacity: 358400
browser.cache.disk.filesystem_reported: 1
browser.cache.disk.smart_size.first_run: false
browser.cache.disk.smart_size.use_old_max: false
browser.cache.disk.smart_size_cached_value: 358400
dom.apps.reset-permissions: true
extensions.lastAppVersion: 17.0.9
font.name.monospace.el: 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.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.x-cyrillic: Cambria
font.name.serif.x-unicode: Cambria
font.name.serif.x-western: Cambria
font.size.fixed.el: 14
font.size.fixed.x-cyrillic: 14
font.size.fixed.x-unicode: 14
font.size.fixed.x-western: 17
font.size.variable.el: 17
font.size.variable.x-cyrillic: 17
font.size.variable.x-unicode: 17
font.size.variable.x-western: 20
mail.openMessageBehavior.version: 1
mail.winsearch.firstRunDone: true
mailnews.database.global.datastore.id: d3a0d1f5-8549-4772-9ee1-503df5c064b
network.cookie.prefsMigrated: true
network.predictor.cleaned-up: true
places.database.lastMaintenance: 1472152185
places.history.expiration.transient_current_max_pages: 104858
Graphics
Adapter Description: NVIDIA GeForce GT 620 Vendor ID: 10de Device ID: 1049 Adapter RAM: 1024 Adapter Drivers: nvd3dumx,nvwgf2umx,nvwgf2umx nvd3dum,nvwgf2um,nvwgf2um Driver Version: 10.18.13.5891 Driver Date: 11-5-2015 Direct2D Enabled: false DirectWrite Enabled: false (6.2.9200.17568) ClearType Parameters: Gamma: 2200 Pixel Structure: BGR ClearType Level: 0 Enhanced Contrast: 400 WebGL Renderer: Google Inc. -- ANGLE (NVIDIA GeForce GT 620) -- OpenGL ES 2.0 (ANGLE 1.0.0.1242) GPU Accelerated Windows: 0/1
There are two accounts according to the Troubleshooting Information. One IMAP, and one POP account. Which is the troubled one?
IMAP.
Check with your email provider about the correct server settings for IMAP. They possibly do have a support web site. Once you confirmed the required settings with them please post them here.
Chosen Solution
Try to change 'Connection security' for the IMAP server to 'None'.
We're traveling, but I'll try this as soon as we return. Thank you for all your help. I hope that I explained that I'm not getting a "can't connect to the server" error message. Thunderbird just keeps perpetually trying to connect.
Should this also fix the inability to save sent messages and drafts?
Again, thanks.
This solved the problem. Many thanks for your patience.