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Thunderbird all of a sudden crashes when previewing emails or opening emails in another window. HWA (hardware acceleration [@ FindElementCommon ]

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Hello, I have been using Mozilla Firefox and Thunderbird for years with no issues. All of a sudden both apps keep crashing. Thunderbird when previewing emails and Firefox when typing anything in the address bar. Under a separate forum I asked about this and they recommended doing a complete uninstall and reinstall of Firefox. So I have completely wiped Firefox from my system, yet Thunderbird still keeps crashing so no point in reinstalling Firefox for the moment.

Basically the program loads, all emails download correctly, but when I try to preview an email or open it under a separate window, the app crashes. I suspect perhaps it could be whatever the software that allows previews to occur (Flash, Java, etc..) because Firefox was crashing when typing anything in the address bar when it tries to autofill.

Any help would be appreciated.

Last 10 crash reports. bp-b4f14ab2-9ac5-4cd3-8847-3068f0190711 bp-b4fc56f0-9ae6-4c22-854b-a8a780190711 bp-41f5bd17-fb94-4a47-9a1e-2e7d50190708 bp-b900b413-da0d-4696-b609-023650190708 bp-0a115b78-323c-46f9-b69a-e78d30190708 bp-c583bbbf-aadf-4980-8dc4-69a930190708 bp-268d4bbd-ea20-4718-8e06-e88060190706 bp-4d933795-298c-4115-92f0-9931c0190703 bp-f5b3b79c-648c-407f-9f26-5984b0190627 bp-d6d8a307-79fd-432f-83f0-80c180190627

Hello, I have been using Mozilla Firefox and Thunderbird for years with no issues. All of a sudden both apps keep crashing. Thunderbird when previewing emails and Firefox when typing anything in the address bar. Under a separate forum I asked about this and they recommended doing a complete uninstall and reinstall of Firefox. So I have completely wiped Firefox from my system, yet Thunderbird still keeps crashing so no point in reinstalling Firefox for the moment. Basically the program loads, all emails download correctly, but when I try to preview an email or open it under a separate window, the app crashes. I suspect perhaps it could be whatever the software that allows previews to occur (Flash, Java, etc..) because Firefox was crashing when typing anything in the address bar when it tries to autofill. Any help would be appreciated. Last 10 crash reports. bp-b4f14ab2-9ac5-4cd3-8847-3068f0190711 bp-b4fc56f0-9ae6-4c22-854b-a8a780190711 bp-41f5bd17-fb94-4a47-9a1e-2e7d50190708 bp-b900b413-da0d-4696-b609-023650190708 bp-0a115b78-323c-46f9-b69a-e78d30190708 bp-c583bbbf-aadf-4980-8dc4-69a930190708 bp-268d4bbd-ea20-4718-8e06-e88060190706 bp-4d933795-298c-4115-92f0-9931c0190703 bp-f5b3b79c-648c-407f-9f26-5984b0190627 bp-d6d8a307-79fd-432f-83f0-80c180190627

Modified by Wayne Mery

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Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/75.0.3770.100 Safari/537.36

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sfhowes
  • Top 10 Contributor
1438 solutions 6814 answers

Helpful Reply

There's some suggestion in the bug reports that this might be due to hardware acceleration. Do the crashes continue in safe mode (hold Shift when you launch TB), and do you have have hardware acceleration enabled in Tools/Options/Advanced/General, when TB is run in normal mode?

There's some suggestion in the bug reports that this might be due to hardware acceleration. Do the crashes continue in safe mode (hold Shift when you launch TB), and do you have have hardware acceleration enabled in Tools/Options/Advanced/General, when TB is run in normal mode?
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Question owner

Hello, Thanks for your suggestions. So Hardware Acceleration is off... and yes, the crashes continue in Safe Mode. However, I notice that emails that have only text do open correctly and TB only crashes when the app needs to go and download the email content that may have images or some kind of script. It crashes during "loading". I believe this is a similar symptom that occurred in Firefox when typing anything in the toolbar the app needed to go fetch info. Any other suggestions?

Hello, Thanks for your suggestions. So Hardware Acceleration is off... and yes, the crashes continue in Safe Mode. However, I notice that emails that have only text do open correctly and TB only crashes when the app needs to go and download the email content that may have images or some kind of script. It crashes during "loading". I believe this is a similar symptom that occurred in Firefox when typing anything in the toolbar the app needed to go fetch info. Any other suggestions?
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sfhowes
  • Top 10 Contributor
1438 solutions 6814 answers

Helpful Reply

If it's an issue with remote content, you could see if the crashes continue when you switch View/Message Body As to Simple HTML or Plain Text, as remote images are only loaded for Original HTML. If that stops the crashes, it suggest you have a security program scanning mail for remote content that is incompatible with TB. You could start Windows in safe mode to bypass startup programs and see if TB performance changes.

If it's an issue with remote content, you could see if the crashes continue when you switch View/Message Body As to Simple HTML or Plain Text, as remote images are only loaded for Original HTML. If that stops the crashes, it suggest you have a security program scanning mail for remote content that is incompatible with TB. You could start [https://www.lifewire.com/how-to-start-windows-7-in-safe-mode-2624540 Windows in safe mode] to bypass startup programs and see if TB performance changes.
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Question owner

That did it. I can see the messages as Simple HTMl or Plain Text no problem, but the same message crashes TB when trying to open it as Original HTML.

I use Avast as my antivirus and have the Windows Firewall up as well. Nothing has changed in years for my protection software choices and I tried to find any articles regarding conflicts between Avast and TB, found nothing.

By the way, TB in Safe Mode reacts the same, but if I restart the PC in Safe Mode then it works fine.

Should I do a clean reinstall and create another profile?

That did it. I can see the messages as Simple HTMl or Plain Text no problem, but the same message crashes TB when trying to open it as Original HTML. I use Avast as my antivirus and have the Windows Firewall up as well. Nothing has changed in years for my protection software choices and I tried to find any articles regarding conflicts between Avast and TB, found nothing. By the way, TB in Safe Mode reacts the same, but if I restart the PC in Safe Mode then it works fine. Should I do a clean reinstall and create another profile?
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Wayne Mery
  • Top 25 Contributor
  • Moderator
573 solutions 5347 answers

Can someone file a bug report at https://bugzilla.mozilla.org/enter_bug.cgi?product=Thunderbird with steps to reproduce? Thanks

Can someone file a bug report at https://bugzilla.mozilla.org/enter_bug.cgi?product=Thunderbird with steps to reproduce? Thanks
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sfhowes
  • Top 10 Contributor
1438 solutions 6814 answers

I think your tests, especially Windows safe mode, indicate Avast is the source of the problem. I suggest you disable the mail scanning and SSL scanning options:

https://help.avast.com/en/av_free/17/settings_sh_mail_basic.html

https://support.mozilla.org/en-US/questions/1098819

http://kb.mozillazine.org/Email_scanning_-_pros_and_cons

Compatibility between AV programs and TB comes and goes as each program updates.

I think your tests, especially Windows safe mode, indicate Avast is the source of the problem. I suggest you disable the mail scanning and SSL scanning options: https://help.avast.com/en/av_free/17/settings_sh_mail_basic.html https://support.mozilla.org/en-US/questions/1098819 http://kb.mozillazine.org/Email_scanning_-_pros_and_cons Compatibility between AV programs and TB comes and goes as each program updates.
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Question owner

OK... so even though that would potentially solve the TB issue, how about the Firefox one? They seem to both be related as they both began at the same time.

In the end I can live with TB showing only simple HTML. But I can't live without my Firefox. IE sucks and Chrome is too intrusive.

OK... so even though that would potentially solve the TB issue, how about the Firefox one? They seem to both be related as they both began at the same time. In the end I can live with TB showing only simple HTML. But I can't live without my Firefox. IE sucks and Chrome is too intrusive.
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sfhowes
  • Top 10 Contributor
1438 solutions 6814 answers
It's probably the SSL scanning by Avast that causes problems with Firefox: https://www.bleepingcomputer.com/news/software/mozilla-resumes-firefox-65-rollout-after-avs-disable-https-scanning/ https://support.avast.com/en-in/article/189/
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