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Thunderbird starts with a blank window and "not responding" at start after latest update 78.6.1. Caused by BitDefender?

  • 9 replies
  • 1 has this problem
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  • Last reply by Wayne Mery

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Hi, Thunderbird notified me of an update this morning, worked fine before that, I installed the latest update (78.6.1) and since then, the program starts with a blank window and isn't responding anymore. Running Windows10 home 1909. Since I've had this problem before after another update, I already tried the following: - new profile, I completely removed all traces of Thunderbird files under my AppData folder (local, localLow and roaming), it does exactly the same with a completely fresh profile so the issue is not profile related. Everything after that has been done with a fresh profile every time. - uninstalled Mozilla Maintenance Service, because last time I had this problem, uninstalling this service fixed the issue, not this time. - tried safe mode, even with a fresh install it would load at least the menu this time before not responding. - restart windows, several times. - tried 32 and 64bit versions, tried 78.5.1, same thing, 68.9.0 started right away, but I can't use my old(new) profile with this one, splendid.

I've already wasted several days with this issue last time and this is getting reaaally frustrating, I don't know what changed the past couple updates, but this is getting worse every time. Thanks for any kind of help.

Modified by Wayne Mery

All Replies (9)

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Update: tried 78.2.2, same thing, no dice, Thunderbird refuses to start. I installed 68.9.0 again as it seems to be the only release pre 78 that isn't a beta: https://releases.mozilla.org/pub/thunderbird/releases/ all I had to do was delete the compatibility.ini from the profile and it loaded just fine. I don't know what exactly changed between 68.9 and the 78 releases but there's something that's fundamentally broken with that version. I do not consider this issue solved, I don't like running out of date programs, but I hate broken ones even more. I also checked if I could find a crash report or anything else, there's nothing, it doesn't even get that far as to potentially spew out an error, it just stops responding after opening a blank window.

Modified by YannK

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Did the Thunderbird window show "not responding"? What antivirus software do you run? Did you try starting Windows in safe mode?

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Wayne Mery said

Did the Thunderbird window show "not responding"? What antivirus software do you run? Did you try starting Windows in safe mode?

Yes, the "(not responding)" part is from the window title and the task manager. Bitdefender Total Security Build 25.0.10.52, I doubt it's related as TB 68.9.0 works just fine and previous version never had a problem with the anti-virus. Not Windows, no.

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Wayne Mery said

Did the Thunderbird window show "not responding"? What antivirus software do you run? Did you try starting Windows in safe mode?

Yes, the window title showed "(not responding) as did the Task Manager. Bitdefender Total Security I did not, just tried it now and TB started, searched Thunderbird and Bitdefender and found this: https://support.mozilla.org/en-US/questions/1275787 Disabled Advanced Threat Defense and TB started, but adding the exe only to the exceptions did not make the program work. I'll contact BD and see what the issue is.

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> I'll contact BD and see what the issue is.

Super. Let us know what you learn.

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See https://wiki.mozilla.org/Thunderbird:Testing:Antivirus_Related_Performance_Issues

It also explains, that AV software can easily fail for newer software even though it works for older software.

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OK, now this is really weird. The program started with the ATD disabled but not with it enabled. As I was writing the ticket though the "contact Support" (in their about box) I tried to reproduce the issue with their tool with ATD enabled and without any exceptions, TB started normally. This was also documented in the ticket, let's see what they say about it.

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Still, the REAL test is not disabling little bits of bitdefender, but starting Windows in safe mode.

Please tell us what happens in safe mode.

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Yannk,

We are looking for updated information.

When using newer versions, do you see a problem if you enable the features of Bitdefender which caused your problems??

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