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Since Thunderbird 68.2, won't open - Crash reporter opens. SOLVED caused by BitDefender

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I've had issues with the 68.2 release. Thunderbid does not open, I just get crash reporter. With versions 68.0 and 68.1, if I uninstalled it and reinstalled, Thunderbird would open. But with version 68.2, all I get is Crash Reporter. I updated Thunderbird on my laptop too and I'm having the same issue. So I now have no access to my emails. Something is terribly wrong.

I've had issues with the 68.2 release. Thunderbid does not open, I just get crash reporter. With versions 68.0 and 68.1, if I uninstalled it and reinstalled, Thunderbird would open. But with version 68.2, all I get is Crash Reporter. I updated Thunderbird on my laptop too and I'm having the same issue. So I now have no access to my emails. Something is terribly wrong.

Modified by Wayne Mery

Chosen solution

The crash reports point to Bitdefender, which would have been disabled in Windows safe mode. Try disabling Scan SSL and Antispam. I think adding the TB profile folder as a Protected Folder under Safe Files is the same as excluding this folder from BD scanning.

https://www.bitdefender.com/consumer/support/answer/3347/

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Additional System Details

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  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:70.0) Gecko/20100101 Firefox/70.0

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sfhowes
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Does TB start correctly when you start Windows in safe mode? If that doesn't make any difference, does TB start in safe mode (hold Shift when you launch TB) when Windows is in normal mode?

Does TB start correctly when you start [https://support.microsoft.com/en-ca/help/12376/windows-10-start-your-pc-in-safe-mode Windows in safe mode]? If that doesn't make any difference, does TB start in safe mode (hold Shift when you launch TB) when Windows is in normal mode?
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Question owner

No, TB did not open in safe mode; same thing happens, it goes straight to crash reporter. TB did open in Windows safe mode. I'm not technically inclined enough to know what this means or how to fix it. Thanks for any suggestions.

No, TB did not open in safe mode; same thing happens, it goes straight to crash reporter. TB did open in Windows safe mode. I'm not technically inclined enough to know what this means or how to fix it. Thanks for any suggestions.
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Wayne Mery
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The first step to fixing is finding the cause. Your crash IDs can help. Plesae post them here. See https://support.mozilla.org/en-US/kb/mozilla-crash-reporter-tb#w_viewing-crash-reports

The first step to fixing is finding the cause. Your crash IDs can help. Plesae post them here. See https://support.mozilla.org/en-US/kb/mozilla-crash-reporter-tb#w_viewing-crash-reports
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Question owner

Here are a couple of crash report IDs:

Today bp-1687ad7e-babe-4538-a59b-f803b0191101 Yesterday: bp-f3df4fcb-23dd-48e5-9ddf-6165a0191101 2 Days ago: bp-a047bee7-ce12-4aca-b559-340070191030

Thanks.

Here are a couple of crash report IDs: Today bp-1687ad7e-babe-4538-a59b-f803b0191101 Yesterday: bp-f3df4fcb-23dd-48e5-9ddf-6165a0191101 2 Days ago: bp-a047bee7-ce12-4aca-b559-340070191030 Thanks.
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Wayne Mery
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Helpful Reply

We suspect this is related to BitDefender. Try disabling it. If that doesn't help start Windows in safe mode and start thunderbird.

Please post your results

We suspect this is related to BitDefender. Try disabling it. If that doesn't help start Windows in safe mode and start thunderbird. Please post your results
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sfhowes
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Chosen Solution

The crash reports point to Bitdefender, which would have been disabled in Windows safe mode. Try disabling Scan SSL and Antispam. I think adding the TB profile folder as a Protected Folder under Safe Files is the same as excluding this folder from BD scanning.

https://www.bitdefender.com/consumer/support/answer/3347/

The crash reports point to Bitdefender, which would have been disabled in Windows safe mode. Try disabling Scan SSL and Antispam. I think adding the TB profile folder as a Protected Folder under Safe Files is the same as excluding this folder from BD scanning. https://www.bitdefender.com/consumer/support/answer/3347/
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Question owner

After disabling BitDefender, TB opened normally in normal Windows start-up mode. So thank you!

I've used free version of BitDefender for years and it was not an issue with TB before update to 68.0. or .1

I looked around in BD and I don't see how to disable Scan XXL or Antispam.

Thanks again for your help!

After disabling BitDefender, TB opened normally in normal Windows start-up mode. So thank you! I've used free version of BitDefender for years and it was not an issue with TB before update to 68.0. or .1 I looked around in BD and I don't see how to disable Scan XXL or Antispam. Thanks again for your help!
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marc21 0 solutions 1 answers

Hi, I've got the same problem since the update to 68.3.1. TB started, crashed and opened the crash reporter. The crashes were in a loop.

After several crashes I found this thread and disabled "anti-spam" and "advanced threat defense".

Anti-spam is not the cause. TB starts even with enabled anti-spam.

But "Advanced threat defense" has to be disabled in some way to reenable TB to work.

Regards from Germany

Marc P.S.: The issue happens with a paid "Bitdefender Total Security" Bundle - not just freeware version. I would think that in the free version "advanced threat defense" can not be disabled. The only benefit of providing a free virus scan engine is to collect data and that might primarily be done with exactly this module.

Hi, I've got the same problem since the update to 68.3.1. TB started, crashed and opened the crash reporter. The crashes were in a loop. After several crashes I found this thread and disabled "anti-spam" and "advanced threat defense". Anti-spam is not the cause. TB starts even with enabled anti-spam. But "Advanced threat defense" has to be disabled in some way to reenable TB to work. Regards from Germany Marc P.S.: The issue happens with a paid "Bitdefender Total Security" Bundle - not just freeware version. I would think that in the free version "advanced threat defense" can not be disabled. The only benefit of providing a free virus scan engine is to collect data and that might primarily be done with exactly this module.
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sfhowes
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https://support.mozilla.org/en-US/questions/1275164 https://support.mozilla.org/en-US/questions/1274953#answer-1273391 The fix may be as simple as adding thunderbird.exe as an exception in BD.
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Wayne Mery
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Please post your crash IDs from help > troubleshooting, so we can correlate this to a specific bug report. Thanks

Please post your crash IDs from help > troubleshooting, so we can correlate this to a specific bug report. Thanks
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Wayne Mery
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If you are using bitdefender then ...

https://forum.bitdefender.com/index.php?/topic/81641-latest-update-breaks-thunderbird/&do=findComment&comment=293676 describes a process to submit information to the vendor, information then need to diagnose the problem.

If you can give them that information it would be very helpful.

If you are using bitdefender then ... https://forum.bitdefender.com/index.php?/topic/81641-latest-update-breaks-thunderbird/&do=findComment&comment=293676 describes a process to submit information to the vendor, information then need to diagnose the problem. If you can give them that information it would be very helpful.
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Question owner

Thanks for the recent suggestions. I went into BitDefender and added Thunderbird to the Exclusion list, so no problems since then.

Thanks for the recent suggestions. I went into BitDefender and added Thunderbird to the Exclusion list, so no problems since then.
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Bedroom 0 solutions 6 answers

I replaced hard drive and installed NEW Windows 7 X64 opp sys clean & clear of any thing BUT OPP SYS & tried to install Thunderbird latest ver. It loaded and when screen came up it was without and information. I turned on the menu and it came up so I clicked on every thing displayed and it DID NOTHING as everything else I did. I am Not a programmer but it looks like a java script was not working and would not let the data do it's job ?? I started to wonder so I used a UN install program to have all of t-bird removed and tried ver 60.? and it worked so I uninstalled ver 60 and tried the next ver and it DID the same thing as the latest version BLANK . So in desperation I re installed ver 60 and told it not to check for updates along with my other computers. I think it is only fare to say I backed up my Thunderbird info in my Windows 10 computer then I let it update and it also displayed NOTHING BUT FACE OF PROGRAM - NO TEXT OR GRAPHICS. I would like to help BUT doing what I did TOOK SEVERAL HOURS.

I replaced hard drive and installed NEW Windows 7 X64 opp sys clean & clear of any thing BUT OPP SYS & tried to install Thunderbird latest ver. It loaded and when screen came up it was without and information. I turned on the menu and it came up so I clicked on every thing displayed and it DID NOTHING as everything else I did. I am Not a programmer but it looks like a java script was not working and would not let the data do it's job ?? I started to wonder so I used a UN install program to have all of t-bird removed and tried ver 60.? and it worked so I uninstalled ver 60 and tried the next ver and it DID the same thing as the latest version BLANK . So in desperation I re installed ver 60 and told it not to check for updates along with my other computers. I think it is only fare to say I backed up my Thunderbird info in my Windows 10 computer then I let it update and it also displayed NOTHING BUT FACE OF PROGRAM - NO TEXT OR GRAPHICS. I would like to help BUT doing what I did TOOK SEVERAL HOURS.
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sfhowes
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If you saw a blank TB when you ran v. 68, but the profile data is complete, try the method of deleting the global search sqlite file and see if the profile magically reappears.

https://support.mozilla.org/en-US/kb/rebuilding-global-database

If you saw a blank TB when you ran v. 68, but the profile data is complete, try the method of deleting the global search sqlite file and see if the profile magically reappears. https://support.mozilla.org/en-US/kb/rebuilding-global-database
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Bedroom 0 solutions 6 answers

I deleted Global data and message stated that data from previous profile was in compatible with new version so I guess that trying to import my emails, addresses, files, settings that I have used from back before Netscape was on it's way out sounds like something that Microsoft likes to do ! JUST START OVER - YES I AM BITTER AND OLD & I know you don't care if one person is unhappy it's is THE CORPORATE WAY ! Guess I will stay & 60 it works fine & is easy to remove GOOGLE snooping

I deleted Global data and message stated that data from previous profile was in compatible with new version so I guess that trying to import my emails, addresses, files, settings that I have used from back before Netscape was on it's way out sounds like something that Microsoft likes to do ! JUST START OVER - YES I AM BITTER AND OLD & I know you don't care if one person is unhappy it's is THE CORPORATE WAY ! Guess I will stay & 60 it works fine & is easy to remove GOOGLE snooping
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Wayne Mery
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Clearly you are frustrated, but this has nothing to do with Google, and Thunderbird is anything but corporate. You apparently also don't seem to understand that we do care if users are unhappy.

Unfortunately your first stop was not the Thunderbird support forum because someone could have helped avoid hours of frustration, and if you have the same crash as the original poster of this topic we could tell you that the problem is not caused by THunderbird, and it is avoidable.

Clearly you are frustrated, but this has nothing to do with Google, and Thunderbird is anything but corporate. You apparently also don't seem to understand that we do care if users are unhappy. Unfortunately your first stop was not the Thunderbird support forum because someone could have helped avoid hours of frustration, and if you have the same crash as the original poster of this topic we could tell you that the problem is not caused by THunderbird, and it is avoidable.

Modified by Wayne Mery

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Bedroom 0 solutions 6 answers

Sorry for the harsh words !!! As far as Google They are the biggest collector of data and if you look at who Firefox uses for "SAFE" mode ??? and when you have a problem with something & want help (BOY DO I NEED HELP) & I find 200K listings for things & can't find what I need help for and can't find a way to send email from a program that just lost everything in it when I up graded it ! WELL Yes I got irate and I am sorry for doing that. That said ?????? what now ? remember Thunderbird was installed on new computer and NO other software not even Firefox because I wanted to see if another program caused the program to not function correctly and if I screwed up again and that was a great time to find out.

Sorry for the harsh words !!! As far as Google They are the biggest collector of data and if you look at who Firefox uses for "SAFE" mode ??? and when you have a problem with something & want help (BOY DO I NEED HELP) & I find 200K listings for things & can't find what I need help for and can't find a way to send email from a program that just lost everything in it when I up graded it ! WELL Yes I got irate and I am sorry for doing that. That said ?????? what now ? remember Thunderbird was installed on new computer and NO other software not even Firefox because I wanted to see if another program caused the program to not function correctly and if I screwed up again and that was a great time to find out.
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Wayne Mery
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> what now ?

I think a starting point is to create your own topic, because you definitely do not have this same thing going as the poster who created this topic.

> what now ? I think a starting point is to [https://support.mozilla.org/questions/new| create your own topic], because you definitely do not have this same thing going as the poster who created this topic.
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