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Thunderbird has stopped pulling my IMAP mail from one account

  • 6 replies
  • 1 has this problem
  • 1 view
  • Last reply by christ1

kumirauf
kumirauf
more options

Every time I read or try to pull new emails for one of my accounts in Tbird I get this error:

"Server [SERVER NAME] has disconnected. The server may have gone down or there..."

A few facts:

  • I have not changed any settings before this began
  • I have various other email addresses pulling from the same IMAP server/port without issue
  • I spoke with the host, they see no issues on their side
  • I have not changed my password
  • I can log into Webmail successfully and pull mail just fine
  • It did connect once and pulled a couple dozen old emails which now have a current timestamp
  • I cleared my cache/history
  • I deleted the IMAP account and made a fresh one, same thing
  • I can send mail successfully

Every time I read or try to pull new emails for one of my accounts in Tbird I get this error:

"Server [SERVER NAME] has disconnected. The server may have gone down or there..."

A few facts:

  • I have not changed any settings before this began
  • I have various other email addresses pulling from the same IMAP server/port without issue
  • I spoke with the host, they see no issues on their side
  • I have not changed my password
  • I can log into Webmail successfully and pull mail just fine
  • It did connect once and pulled a couple dozen old emails which now have a current timestamp
  • I cleared my cache/history
  • I deleted the IMAP account and made a fresh one, same thing
  • I can send mail successfully

Every time I read or try to pull new emails for one of my accounts in Tbird I get this error:

"Server [SERVER NAME] has disconnected. The server may have gone down or there..."

A few facts:

  • I have not changed any settings before this began
  • I have various other email addresses pulling from the same IMAP server/port without issue
  • I spoke with the host, they see no issues on their side
  • I have not changed my password
  • I can log into Webmail successfully and pull mail just fine
  • It did connect once and pulled a couple dozen old emails which now have a current timestamp
  • I cleared my cache/history
  • I deleted the IMAP account and made a fresh one, same thing
  • I can send mail successfully
  • I have only used 9% of my available space on the mail server

My only thought now, could it be my ISP?

Every time I read or try to pull new emails for one of my accounts in Tbird I get this error: "Server [SERVER NAME] has disconnected. The server may have gone down or there..." A few facts: * I have not changed any settings before this began * I have various other email addresses pulling from the same IMAP server/port without issue * I spoke with the host, they see no issues on their side * I have not changed my password * I can log into Webmail successfully and pull mail just fine * It did connect once and pulled a couple dozen old emails which now have a current timestamp * I cleared my cache/history * I deleted the IMAP account and made a fresh one, same thing * I can send mail successfully Every time I read or try to pull new emails for one of my accounts in Tbird I get this error: "Server [SERVER NAME] has disconnected. The server may have gone down or there..." A few facts: * I have not changed any settings before this began * I have various other email addresses pulling from the same IMAP server/port without issue * I spoke with the host, they see no issues on their side * I have not changed my password * I can log into Webmail successfully and pull mail just fine * It did connect once and pulled a couple dozen old emails which now have a current timestamp * I cleared my cache/history * I deleted the IMAP account and made a fresh one, same thing * I can send mail successfully Every time I read or try to pull new emails for one of my accounts in Tbird I get this error: "Server [SERVER NAME] has disconnected. The server may have gone down or there..." A few facts: * I have not changed any settings before this began * I have various other email addresses pulling from the same IMAP server/port without issue * I spoke with the host, they see no issues on their side * I have not changed my password * I can log into Webmail successfully and pull mail just fine * It did connect once and pulled a couple dozen old emails which now have a current timestamp * I cleared my cache/history * I deleted the IMAP account and made a fresh one, same thing * I can send mail successfully * I have only used 9% of my available space on the mail server My only thought now, could it be my ISP?

All Replies (6)

kumirauf
kumirauf Question owner
more options

Oh, I don't think it's my ISP because the same IMAP info works on mobile.

christ1
christ1
  • Top 25 Contributor
more options

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.

If there are multiple accounts, please indicate which is the troubled one.

kumirauf
kumirauf Question owner
more options

christ1 said
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. If there are multiple accounts, please indicate which is the troubled one.

Thanks for the tip, I was unaware of this feature. Here is the info (broken up into multiple parts). PART 1: 

 Application Basics

   Name: Thunderbird
   Version: 78.1.0
   Build ID: 20200729211652
   Distribution ID:

   Update Channel: release
   User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.15; rv:78.0) Gecko/20100101 Thunderbird/78.1.0
   OS: Darwin 19.6.0

   Multiprocess Windows: 0/0
             Disabled
   Remote Processes: 0
   Enterprise Policies: Inactive
   Google Location Service Key: Missing
   Google Safebrowsing Key: Missing
   Mozilla Location Service Key: Missing
   Safe Mode: false

 Mail and News Accounts
   account2:
     INCOMING: account2, , (none) Local Folders, plain, passwordCleartext

   account3:
     INCOMING: account3, , (imap) imap.1and1.com:993, SSL, passwordCleartext
     OUTGOING: , smtp.1and1.com:465, SSL, passwordCleartext, true

   account4:
     INCOMING: account4, , (imap) imap.gmail.com:993, SSL, OAuth2
     OUTGOING: , smtp.gmail.com:465, SSL, OAuth2, true

   account6:
     INCOMING: account6, , (imap) imap.1and1.com:993, SSL, passwordCleartext
     OUTGOING: , smtp.1and1.com:587, alwaysSTARTTLS, passwordCleartext, true

   account12:
     INCOMING: account12, , (imap) imap.1and1.com:993, SSL, passwordCleartext
     OUTGOING: , smtp.1and1.com:465, SSL, passwordCleartext, true

   account25:
     INCOMING: account25, , (im) prpl-facebook, plain, 0

   account27:
     INCOMING: account27, , (imap) imap.1and1.com:993, SSL, passwordCleartext
     OUTGOING: , smtp.1and1.com:587, alwaysSTARTTLS, passwordCleartext, true

   account38:
     INCOMING: account38, , (imap) gator3170.hostgator.com:993, SSL, passwordCleartext
     OUTGOING: , smtp.1and1.com:587, alwaysSTARTTLS, passwordCleartext, true

   account40:
     INCOMING: account40, , (imap) gator3170.hostgator.com:993, SSL, passwordCleartext
     OUTGOING: , gator3170.hostgator.com:465, SSL, passwordCleartext, true

   account49:
     INCOMING: account49, , (imap) imap.ionos.com:993, SSL, passwordCleartext
     OUTGOING: , smtp.ionos.com:587, alwaysSTARTTLS, passwordCleartext, true

   account52:
     INCOMING: account52, , (imap) imap.1and1.com:993, SSL, passwordCleartext
     OUTGOING: , smtp.1and1.com:587, alwaysSTARTTLS, passwordCleartext, true

 Crash Reports for the Last 3 Days

 Remote Processes

   Type: Count

 Extensions

     Name
     Version
     Enabled
     ID

       Amazon.com
       1.1
       true
       amazondotcom@search.mozilla.org

       Bing
       1.0
       true
       bing@search.mozilla.org

       DuckDuckGo
       1.0
       true
       ddg@search.mozilla.org

       Google
       1.0
       true
       google@search.mozilla.org

       Twitter
       1.0
       true
       twitter@search.mozilla.org

       Wikipedia (en)
       1.0
       true
       wikipedia@search.mozilla.org

       DKIM Verifier
       3.1.0
       false
       dkim_verifier@pl

       Manually sort folders
       2.0.2
       false
       tbsortfolders@xulforum.org

 Security Software

   Type: Name

     Antivirus:
     Antispyware:
     Firewall:

 Graphics

     Features
     Compositing: OpenGL
     Asynchronous Pan/Zoom: none
     WebGL 1 Driver WSI Info: CGL
     WebGL 1 Driver Renderer: Intel Inc. -- Intel HD Graphics 4000 OpenGL Engine
     WebGL 1 Driver Version: 4.1 INTEL-14.7.8
     WebGL 1 Driver Extensions: GL_ARB_blend_func_extended GL_ARB_draw_buffers_blend GL_ARB_draw_indirect GL_ARB_ES2_compatibility GL_ARB_explicit_attrib_location GL_ARB_gpu_shader_fp64 GL_ARB_gpu_shader5 GL_ARB_instanced_arrays GL_ARB_internalformat_query GL_ARB_occlusion_query2 GL_ARB_sample_shading GL_ARB_sampler_objects GL_ARB_separate_shader_objects GL_ARB_shader_bit_encoding GL_ARB_shader_subroutine GL_ARB_shading_language_include GL_ARB_tessellation_shader GL_ARB_texture_buffer_object_rgb32 GL_ARB_texture_cube_map_array GL_ARB_texture_gather GL_ARB_texture_query_lod GL_ARB_texture_rgb10_a2ui GL_ARB_texture_storage GL_ARB_texture_swizzle GL_ARB_timer_query GL_ARB_transform_feedback2 GL_ARB_transform_feedback3 GL_ARB_vertex_attrib_64bit GL_ARB_vertex_type_2_10_10_10_rev GL_ARB_viewport_array GL_EXT_debug_label GL_EXT_debug_marker GL_EXT_framebuffer_multisample_blit_scaled GL_EXT_texture_compression_s3tc GL_EXT_texture_filter_anisotropic GL_EXT_texture_sRGB_decode GL_APPLE_client_storage GL_APPLE_container_object_shareable GL_APPLE_flush_render GL_APPLE_object_purgeable GL_APPLE_rgb_422 GL_APPLE_row_bytes GL_APPLE_texture_range GL_ATI_texture_mirror_once GL_NV_texture_barrier
     WebGL 1 Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_float_blend EXT_frag_depth EXT_shader_texture_lod EXT_sRGB EXT_texture_compression_rgtc EXT_texture_filter_anisotropic MOZ_debug OES_element_index_uint OES_fbo_render_mipmap OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context
     WebGL 2 Driver WSI Info: CGL
     WebGL 2 Driver Renderer: Intel Inc. -- Intel HD Graphics 4000 OpenGL Engine
     WebGL 2 Driver Version: 4.1 INTEL-14.7.8
     WebGL 2 Driver Extensions: GL_ARB_blend_func_extended GL_ARB_draw_buffers_blend GL_ARB_draw_indirect GL_ARB_ES2_compatibility GL_ARB_explicit_attrib_location GL_ARB_gpu_shader_fp64 GL_ARB_gpu_shader5 GL_ARB_instanced_arrays GL_ARB_internalformat_query GL_ARB_occlusion_query2 GL_ARB_sample_shading GL_ARB_sampler_objects GL_ARB_separate_shader_objects GL_ARB_shader_bit_encoding GL_ARB_shader_subroutine GL_ARB_shading_language_include GL_ARB_tessellation_shader GL_ARB_texture_buffer_object_rgb32 GL_ARB_texture_cube_map_array GL_ARB_texture_gather GL_ARB_texture_query_lod GL_ARB_texture_rgb10_a2ui GL_ARB_texture_storage GL_ARB_texture_swizzle GL_ARB_timer_query GL_ARB_transform_feedback2 GL_ARB_transform_feedback3 GL_ARB_vertex_attrib_64bit GL_ARB_vertex_type_2_10_10_10_rev GL_ARB_viewport_array GL_EXT_debug_label GL_EXT_debug_marker GL_EXT_framebuffer_multisample_blit_scaled GL_EXT_texture_compression_s3tc GL_EXT_texture_filter_anisotropic GL_EXT_texture_sRGB_decode GL_APPLE_client_storage GL_APPLE_container_object_shareable GL_APPLE_flush_render GL_APPLE_object_purgeable GL_APPLE_rgb_422 GL_APPLE_row_bytes GL_APPLE_texture_range GL_ATI_texture_mirror_once GL_NV_texture_barrier
     WebGL 2 Extensions: EXT_color_buffer_float EXT_float_blend EXT_texture_compression_rgtc EXT_texture_filter_anisotropic MOZ_debug OES_texture_float_linear WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_lose_context
     Uses Tiling: true
     Uses Tiling (Content): true
     Off Main Thread Painting Enabled: true
     Off Main Thread Painting Worker Count: 3
     Target Frame Rate: 60

     GPU #1
     Active: Yes
     Vendor ID: 0x8086
     Device ID: 0x0166
     RAM: 0

   GPU #2

     Diagnostics
     AzureCanvasBackend: skia
     AzureContentBackend: skia
     AzureFallbackCanvasBackend: none
     CMSOutputProfile: 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
kumirauf
kumirauf Question owner
more options

PART 2:

Display0: 1280x800 scale:1.000000 

     DisplayCount: 1
     TileHeight: 512
     TileWidth: 512

     Decision Log
     WEBRENDER: opt-in by default: WebRender is an opt-in feature
     WEBRENDER_QUALIFIED: blacklisted by env: No qualified hardware
     WEBRENDER_COMPOSITOR: disabled by default: Disabled by default
     WEBRENDER_ANGLE: opt-in by default: WebRender ANGLE is an opt-in feature
     WEBRENDER_DCOMP_PRESENT: opt-in by default: WebRender DirectComposition is an opt-in feature
     WEBGPU: disabled by default: Disabled by defaultblocked by runtime: WebGPU can only be enabled in nightly

   Crash Guard Disabled Features

   Workarounds

   Failure Log

 Media

     Audio Backend: audiounit-rust
     Max Channels: 2
     Preferred Sample Rate: 44100

     Output Devices

       Name
       Group
       Vendor
       State
       Preferred
       Format
       Channels
       Rate
       Latency

       WebexMediaAudioDevice
       CiscoWmeModule
       kDeviceManufacturerName
       Enabled
       None
       default: F32LE, support: S16LE S16BE F32LE F32BE
       2
       default: 48000, support: 48000 - 48000
       15 - 3072

       Soundflower (2ch)
       com_cycling74_driver_SoundflowerDevice:Soundflower
       ma++ ingalls for Cycling '74
       Enabled
       None
       default: F32LE, support: S16LE S16BE F32LE F32BE
       2
       default: 44100, support: 44100 - 192000
       14 - 4096

       Soundflower (64ch)
       com_cycling74_driver_SoundflowerDevice:Soundflower
       ma++ ingalls for Cycling '74
       Enabled
       None
       default: F32LE, support: S16LE S16BE F32LE F32BE
       64
       default: 44100, support: 44100 - 192000
       14 - 4096

       Internal Speakers
       builtin-internal-mic|spk
       Apple Inc.
       Enabled
       All
       default: F32LE, support: S16LE S16BE F32LE F32BE
       2
       default: 44100, support: 44100 - 96000
       103 - 4185

     Media Capabilities

     Enumerate database

     Input Devices

       Name
       Group
       Vendor
       State
       Preferred
       Format
       Channels
       Rate
       Latency

       ManyCam Virtual Microphone
       ManyCamAudioDeviceModelUID
       Visicom Media Inc.
       Enabled
       None
       default: F32LE, support: S16LE S16BE F32LE F32BE
       2
       default: 44100, support: 44100 - 44100
       14 - 4096

       WebexMediaAudioDevice
       CiscoWmeModule
       kDeviceManufacturerName
       Enabled
       None
       default: F32LE, support: S16LE S16BE F32LE F32BE
       2
       default: 48000, support: 48000 - 48000
       15 - 3072

       Soundflower (2ch)
       com_cycling74_driver_SoundflowerDevice:Soundflower
       ma++ ingalls for Cycling '74
       Enabled
       None
       default: F32LE, support: S16LE S16BE F32LE F32BE
       2
       default: 44100, support: 44100 - 192000
       14 - 4096

       Soundflower (64ch)
       com_cycling74_driver_SoundflowerDevice:Soundflower
       ma++ ingalls for Cycling '74
       Enabled
       None
       default: F32LE, support: S16LE S16BE F32LE F32BE
       64
       default: 44100, support: 44100 - 192000
       14 - 4096

       Internal Microphone
       builtin-internal-mic|spk
       Apple Inc.
       Enabled
       All
       default: F32LE, support: S16LE S16BE F32LE F32BE
       2
       default: 44100, support: 32000 - 96000
       24 - 4106

 Important Modified Preferences

   accessibility.typeaheadfind.flashBar: 0
   browser.cache.disk.amount_written: 2027859
   browser.cache.disk.capacity: 1048576
   browser.cache.disk.filesystem_reported: 1
   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
   browser.download.folderList: 2
   browser.search.region: US
   extensions.lastAppVersion: 78.1.0
   font.internaluseonly.changed: true
   idle.lastDailyNotification: 1596571458
   media.gmp.storage.version.observed: 1
   network.cookie.prefsMigrated: true
   network.predictor.cleaned-up: true
   places.database.lastMaintenance: 1596571458
   places.history.expiration.transient_current_max_pages: 112348
   plugin.importedState: true
   print.print_bgcolor: false
   print.print_bgimages: false
   print.print_colorspace:
   print.print_command:
   print.print_downloadfonts: false
   print.print_duplex: -437918235
   print.print_evenpages: true
   print.print_in_color: true
   print.print_margin_bottom: 0.5
   print.print_margin_left: 0.5
   print.print_margin_right: 0.5
   print.print_margin_top: 0.5
   print.print_oddpages: true
   print.print_orientation: 0
   print.print_page_delay: 50
   print.print_paper_data: 0
   print.print_paper_height: 11.00
   print.print_paper_name:
   print.print_paper_size_type: 1
   print.print_paper_size_unit: 0
   print.print_paper_width: 8.50
   print.print_plex_name:
   print.print_resolution: -437918235
   print.print_resolution_name:
   print.print_reversed: false
   print.print_scaling: 1.00
   print.print_shrink_to_fit: true
   print.print_to_file: false
   print.print_unwriteable_margin_bottom: 56
   print.print_unwriteable_margin_left: 25
   print.print_unwriteable_margin_right: 25
   print.print_unwriteable_margin_top: 25
   privacy.donottrackheader.enabled: true
   privacy.sanitize.timeSpan: 0
   security.disable_button.openDeviceManager: false
   security.remote_settings.crlite_filters.checked: 1596616135
   security.remote_settings.intermediates.checked: 1596616135
   security.sandbox.content.tempDirSuffix: {fbce9c9d-af9a-5f4b-a480-102568bab821}
   security.sandbox.plugin.tempDirSuffix: fab0da0a-c09e-ef42-a06a-cdd2ff385cb4
   signon.importedFromSqlite: true
   storage.vacuum.last.index: 1
   storage.vacuum.last.places.sqlite: 1593979906

 Important Locked Preferences

   dom.ipc.processCount.webIsolated: 1
   fission.autostart: false

 Places Database

 Accessibility

   Activated: false
   Prevent Accessibility: 0

 Library Versions

     Expected minimum version
     Version in use

     NSPR
     4.25
     4.25

     NSS
     3.53.1
     3.53.1

     NSSSMIME
     3.53.1
     3.53.1

     NSSSSL
     3.53.1
     3.53.1

     NSSUTIL
     3.53.1
     3.53.1

 Sandbox

   Content Process Sandbox Level: 0
   Effective Content Process Sandbox Level: 1

 Startup Cache

   Disk Cache Path: /DELETED/startupCache/startupCache.8.little
   Ignore Disk Cache: false
   Found Disk Cache on Init: true
   Wrote to Disk Cache: false

 Internationalization & Localization

     Application Settings
     Requested Locales: ["en-US"]
     Available Locales: ["en-US"]
     App Locales: ["en-US"]
     Regional Preferences: ["en"]
     Default Locale: "en-US"

     Operating System
     System Locales: ["en"]
     Regional Preferences: ["en"]
kumirauf
kumirauf Question owner
more options

Account 52 is the offender.

christ1
christ1
  • Top 25 Contributor
more options

The server settings for account52 look good to me, and for the incoming server are identical with the other 1and1 accounts. Only for the outgoing server, some accounts use SSL/TLS port 465, and others use STARTTLS port 587. In any case, that wouldn't be related to your problem with receiving messages.

I'm a bit at a loss with this. These are some generic troubleshooting steps for problems with receiving messages. https://support.mozilla.org/kb/cannot-receive-messages

Also, this may well be a problem with your email provider's server. You may want to check with them again. Webmail uses an entirely different infrastructure. So while webmail works, this is not necessarily an indication that there's nothing wrong with IMAP, and SMTP servers.