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After updating to Thunderbird 60, it crashes right after receiving message with sound file. (bug 1482659).

Posted

Help?

This is a problem on my father's computer. I'm a computer tech, he is not. On MY computer, I haven't had this problem with Thunderbird 60, even though I also use Gmail (as well as other e-mail providers).

Immediately after Thunderbird updated itself to version 60, it would crash within 1-2 seconds of Thunderbird starting.

Troubleshooting: - Rebooted computer several times. - Starting Thunderbird in Safe Mode.

Still crashes.

I created a new Thunderbird Profile and set up his Gmail address using OAuth2. Successfully receiving e-mails with no crashes.

I exported his address books and calendars from the old profile, and imported into the new profile. Copied the Local Folders files manually from the old profile to the new. Got all the Thunderbird settings the way he likes. No crashes.

An hour later, Thunderbird starts crashing again. Now it only crashes when a new e-mail comes in.

Troubleshooting: - Rebooted computer. - Starting Thunderbird in Safe Mode. - Disabled filters.

Still crashing.

Submitted Thunderbird Crash Report with details and my father's e-mail address, which I will not put here in this public forum.


Windows 10, 64 bit (lots of memory and lots of hard drive space) Thunderbird 60.3.0 E-mail provider: Gmail

Help? This is a problem on my father's computer. I'm a computer tech, he is not. On MY computer, I haven't had this problem with Thunderbird 60, even though I also use Gmail (as well as other e-mail providers). Immediately after Thunderbird updated itself to version 60, it would crash within 1-2 seconds of Thunderbird starting. Troubleshooting: - Rebooted computer several times. - Starting Thunderbird in Safe Mode. Still crashes. I created a new Thunderbird Profile and set up his Gmail address using OAuth2. Successfully receiving e-mails with no crashes. I exported his address books and calendars from the old profile, and imported into the new profile. Copied the Local Folders files manually from the old profile to the new. Got all the Thunderbird settings the way he likes. No crashes. An hour later, Thunderbird starts crashing again. Now it only crashes when a new e-mail comes in. Troubleshooting: - Rebooted computer. - Starting Thunderbird in Safe Mode. - Disabled filters. Still crashing. Submitted Thunderbird Crash Report with details and my father's e-mail address, which I will not put here in this public forum. Windows 10, 64 bit (lots of memory and lots of hard drive space) Thunderbird 60.3.0 E-mail provider: Gmail

Modified by Wayne Mery

Chosen solution

If a custom sound file for new mail notifications is too large it will crash TB. Not sure what the max. size is, but it's easy enough to compress a wav file to an acceptable size:

https://support.mozilla.org/en-US/questions/1236833

Using this method, a 60 sec. stereo wav file is about 1MB, and a mono file is about half that, more than long enough for a notification.

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  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:63.0) Gecko/20100101 Firefox/63.0

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Matt
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The crash id is required to offer anything but wild guesses.

The crash id is required to offer anything but wild guesses.
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Question owner

Crash Report: [https://crash-stats.mozilla.com/report/index/67c84a46-71fd-4bea-a4b6-12d720181108 https://crash-stats.mozilla.com/report/index/67c84a46-71fd-4bea-a4b6-12d720181108]
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Matt
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Helpful Reply

My guess is you have customised the sound to be played upon receipt of new mail. Reset to default and see if it goes any better.

If the file has been customized, can I get a copy of the file or have a link to where you downloaded it. I have seen a few of these crashes on the forum, but as yet a sample file that causes the crash has eluded me.

My guess is you have customised the sound to be played upon receipt of new mail. Reset to default and see if it goes any better. If the file has been customized, can I get a copy of the file or have a link to where you downloaded it. I have seen a few of these crashes on the forum, but as yet a sample file that causes the crash has eluded me.
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sfhowes
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Chosen Solution

If a custom sound file for new mail notifications is too large it will crash TB. Not sure what the max. size is, but it's easy enough to compress a wav file to an acceptable size:

https://support.mozilla.org/en-US/questions/1236833

Using this method, a 60 sec. stereo wav file is about 1MB, and a mono file is about half that, more than long enough for a notification.

If a custom sound file for new mail notifications is too large it will crash TB. Not sure what the max. size is, but it's easy enough to compress a wav file to an acceptable size: https://support.mozilla.org/en-US/questions/1236833 Using this method, a 60 sec. stereo wav file is about 1MB, and a mono file is about half that, more than long enough for a notification.
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Question owner

The custom sound was that problem. Now there is a new problem. Grr.

The WAV file being used was 2554 KB. It was 32 bit, so I re-saved it as a 16 bit WAV and is now 1277 KB.

I tested both on my computer. The large file crashed Thunderbird, and the smaller one worked fine. Good! Problem solved I thought.

So I replaced the file on my Dad's computer. Pressing "Play" in the options plays the file with no problem, but when a new e-mail comes in, no sound plays!

I switched the sound to the default sound. It doesn't play either when an e-mail comes in. Frustrating.

Quitting Thunderbird and opening it again doesn't help.

Dad is busy on the computer with stuff, so I can't do any more right now. He will reboot the computer later when he is less busy.

The custom sound was that problem. Now there is a new problem. Grr. The WAV file being used was 2554 KB. It was 32 bit, so I re-saved it as a 16 bit WAV and is now 1277 KB. I tested both on my computer. The large file crashed Thunderbird, and the smaller one worked fine. Good! Problem solved I thought. So I replaced the file on my Dad's computer. Pressing "Play" in the options plays the file with no problem, but when a new e-mail comes in, no sound plays! I switched the sound to the default sound. It doesn't play either when an e-mail comes in. Frustrating. Quitting Thunderbird and opening it again doesn't help. Dad is busy on the computer with stuff, so I can't do any more right now. He will reboot the computer later when he is less busy.
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sfhowes
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Open Tools/Options/Advanced/General/Config. editor and look at the preference mail . biff . play_sound. It should be true for a sound to play, false otherwise.

Open Tools/Options/Advanced/General/Config. editor and look at the preference ''mail . biff . play_sound''. It should be true for a sound to play, false otherwise.
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Question owner

My Dad says that after rebooting the computer, the new message sound was working. Problem solved.

Thank you very much Matt & sfhowes!

My Dad says that after rebooting the computer, the new message sound was working. Problem solved. Thank you very much Matt & sfhowes!
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Wayne Mery
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The bug report is https://bugzilla.mozilla.org/show_bug.cgi?id=1482659

I'd be surprised if your problem is permanently gone

The bug report is https://bugzilla.mozilla.org/show_bug.cgi?id=1482659 I'd be surprised if your problem is permanently gone
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Question owner

It won't let me see that bug, even after I created a Bugzilla account.

If the problem reoccurs like you think it will, then I will be back to post in this thread again.

It won't let me see that bug, even after I created a Bugzilla account. If the problem reoccurs like you think it will, then I will be back to post in this thread again.
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Matt
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FrostWise said

It won't let me see that bug, even after I created a Bugzilla account.

It has been classified as a security bug, so general access will now be denied until it is fixed. Not in the spirit of hiding vulnerabilities but in the spirit of not advertising them until a fix is available. Once Thunderbird is patched the security flag will be removed (at least they usually are).

If the problem reoccurs like you think it will, then I will be back to post in this thread again.

That is about the only avenue you have at the moment.

''FrostWise [[#answer-1171262|said]]'' <blockquote> It won't let me see that bug, even after I created a Bugzilla account. </blockquote> It has been classified as a security bug, so general access will now be denied until it is fixed. Not in the spirit of hiding vulnerabilities but in the spirit of not advertising them until a fix is available. Once Thunderbird is patched the security flag will be removed (at least they usually are). <blockquote> If the problem reoccurs like you think it will, then I will be back to post in this thread again. </blockquote> That is about the only avenue you have at the moment.
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Wayne Mery
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For now, if you change to the default sound you should be OK.

For now, if you change to the default sound you should be OK.
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Question owner

Can one of you English speakers please look at this/my thread? https://support.mozilla.org/en-US/questions/1251103

It is an extension of this thread, but there is a communications problem with the Russian who has answered.

Can one of you English speakers please look at this/my thread? [https://support.mozilla.org/en-US/questions/1251103 https://support.mozilla.org/en-US/questions/1251103] It is an extension of this thread, but there is a communications problem with the Russian who has answered.
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Wayne Mery
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FrostWise said

Can one of you English speakers please look at this/my thread? https://support.mozilla.org/en-US/questions/1251103 It is an extension of this thread, but there is a communications problem with the Russian who has answered.

I'm not sure what to make of it.

''FrostWise [[#answer-1199560|said]]'' <blockquote> Can one of you English speakers please look at this/my thread? [https://support.mozilla.org/en-US/questions/1251103 https://support.mozilla.org/en-US/questions/1251103] It is an extension of this thread, but there is a communications problem with the Russian who has answered. </blockquote> I'm not sure what to make of it.
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День сумо
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Greetings Firefox Volunteer.

Greetings Firefox Volunteer.
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