TB is unable to retrieve messages from century link address (q.com address) on laptop, TB on desktop IS able to retrieve them.
I recently spent alot of time w/Century Link tech support & as part of an almost pointless discussion, changed the password to my q.com address. TB on my desktop seems able to retrieve messages using the new password, but the TB on my laptop cannot. I've repeatedly re-entered the password, told Password Manager to save it. ONCE during this process when I did NOT click on save password w/password manager, I was able to download some email messages to my laptop.
Yes, I hate the century-link.net site so I don't want to have to go there to send or receive email sent to that address. I have to use Microsoft's Edge browser to get to centurylink.net (it's that or Chrome, which I don't like) and I don't like The Edge, it's got tons of ads & other junk.
All I could think of to change (to email settings) at the webmail site was that emails could be sent in html, the alternative was Ajax. Still doesn't explain why yesterday, I didn't have any difficulty downloading emails from c-l on my desktop after updating the password.
All Replies (9)
Wanted to add, no problems downloading messages from google mail. It's just q.com or century-link.net email
What version of Thunderbird are you using on 'Desktop' and on 'Laptop' ?
What type of mail account (POP or IMAP) have you created on 'Desktop' and also on 'Laptop' for the problem account?
What Anti-Virus do you have installed and using on Desktop and also on Laptop?
When you attempt to 'Get Messages' for the problem account on Laptop, what happens? What do you see in the bottom status bar ? Connecting to server etc? Do you get an error message, if yes what does it say, word for word? You can post an image of this if it helps to exaplin what you are seeing.
Please post the following Information for both the 'Desktop' and the 'Laptop'. In Thunderbird Help > Troubleshooting Information 'Mail and 'News Accounts' section Copy and paste all the information into this forum question.
Pleae make it very clear which info relates to 'Desktop' and 'Laptop'.
When I enter the trouble shooting information for the desktop, I get a message from support moz://a that the "value" has exceeded 10,000 characters. I can try to break it up but it'll take awhile--or you could tell me what information is essential and what isn't and perhaps I can get it all the trouble shooting information you need for each machine into one reply form.
I'm using the same version of TB on both laptop & desktop: 78.9.0. Both desktop & laptop use POP for the q.com address and imap for the gmail address.
I use Gdata Internet Security on both. Gdata Internet Security is set to update automatically, unless there's a program update. I download and install all program updates promptly so as far as I know laptop & desktop have identical security software and using the same settings.
Laptop: I've already said what happens, TB is set to check email automatically, it checks the q.com address first, it indicates that it tried the password/access denied & the password box appears w/as I'm sure you know, 3 choices. I either click for it to retry the password already entered or try entering the password again. Either way, I'm again told that access was denied. If something appears in the status bar I haven't noticed it.
Desktop: there's no problem. Using the same password that's rejected when I use the laptop, it gets access to the q.com account & downloads emails. I have noticed the spam filter for the q.com webmail, which I set to high a few years ago, isn't filtering spam anymore, but TB is catching almost all of the spam, filtering it into q.com junk folder. I got an email today from Century Link (webmail for q.com) that the email structure or system's been updated. So far TB on my desktop remains able to access & download email from the q.com address, despite the update. I haven't yet gone to centurylink.net to see the changes C-L made to my q.com email account.
I had to use Microsoft's Edge or Chrome (yes, I know that's Google's browser) to access Century Link's webmail site or www.centurylink.net, or I did before the upgrade. I couldn't access the q.com email account via the centurylink.net website using Firefox (I tried)--tech support told me I had to use Edge or Chrome. I don't like either browser but used Edge to access the q.com account long enough to change the password, since it comes w/Win 10 anyway. That was probably a mistake, but I did it on the advice of C-L's tech support.
Prior to my changing the password, both laptop & desktop could access & download emails for the q.com email address.
Thunderbird DESKTOP Version 78.9.0 Build ID 20210322094744 Distribution ID Update Folder C:\ProgramData\Mozilla\updates\8216C80C92C4E828 Update History Update Channel release User Agent Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:78.0) Gecko/20100101 Thunderbird/78.9.0 OS Windows_NT 10.0 Application Binary C:\Program Files (x86)\Mozilla Thunderbird\thunderbird.exe Profile Folder (Local drive) Build Configuration about:buildconfig Memory Use about:memory Performance about:performance Registered Service Workers about:serviceworkers Launcher Process Enabled 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 Profiles about:profiles Telemetry Data about:telemetry Mail and News Accounts ID Incoming server Outgoing servers Name Connection security Authentication method Name Connection security Authentication method Default? account1 (none) Local Folders None Normal password account3 (pop3) mail.q.com:110 STARTTLS Normal password smtp.q.com:587 STARTTLS Normal password true account5 (imap) imap.gmail.com:993 SSL/TLS Normal password smtp.gmail.com:465 SSL/TLS OAuth2 true Crash Reports for the Last 3 Days Report ID Submitted
All Crash Reports 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 Wikipedia (en) 1.0 true wikipedia@search.mozilla.org Security Software Type Name Antivirus G DATA INTERNET SECURITY Antispyware Firewall G DATA INTERNET SECURITY Graphics Features Compositing Direct3D 11 (Advanced Layers) Asynchronous Pan/Zoom none WebGL 1 Driver WSI Info EGL_VENDOR: Google Inc. (adapter LUID: 000000000000a1f1) EGL_VERSION: 1.5 (ANGLE 2.1.14225 git hash: 3778168311ca) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_CHROMIUM_sync_control EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_display_semaphore_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization EGL_ANGLE_create_context_extensions_enabled EGL_ANDROID_blob_cache EGL_ANDROID_recordable EGL_ANGLE_image_d3d11_texture EGL_ANGLE_create_context_backwards_compatible EGL_KHR_create_context_no_error EGL_KHR_reusable_sync EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_platform_angle_d3d11on12 EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses EGL_KHR_debug EGL_ANGLE_explicit_context EGL_ANGLE_feature_control WebGL 1 Driver Renderer Google Inc. -- ANGLE (AMD Radeon HD 7480D Direct3D11 vs_5_0 ps_5_0) WebGL 1 Driver Version OpenGL ES 2.0.0 (ANGLE 2.1.14225 git hash: 3778168311ca)
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EXT_texture_compression_bptc EXT_texture_compression_rgtc EXT_texture_filter_anisotropic MOZ_debug OES_texture_float_linear OVR_multiview2 WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_lose_context Direct2D true Target Frame Rate 60 DirectWrite true (10.0.18362.1440) GPU #1 Active Yes Description AMD Radeon HD 7480D Vendor ID 0x1002 Device ID 0x9993 Driver Version 15.201.1151.1008 Driver Date 11-4-2015 Drivers aticfx64 aticfx64 aticfx64 amdxc64 aticfx32 aticfx32 aticfx32 amdxc32 atiumd64 atidxx64 atidxx64 atiumdag atidxx32 atidxx32 atiumdva atiumd6a atitmm64 Subsys ID 00000000 RAM 768 GPU #2 Active No RAM 0 Diagnostics AzureCanvasBackend direct2d 1.1 AzureContentBackend direct2d 1.1 AzureFallbackCanvasBackend skia
Desktop TS information continued page 3 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Display0 1920x1080@60Hz DisplayCount 1 ClearType Parameters Gamma: 2.2 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 400 Decision Log GPU_PROCESS unavailable by default: Multi-process mode is not enabled WEBRENDER opt-in by default: WebRender is an opt-in feature unavailable-no-gpu-process by runtime: GPU Process is disabled WEBRENDER_QUALIFIED denied by env: Not on allowlist WEBRENDER_COMPOSITOR unavailable by runtime: No DirectComposition usage 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 OMTP broken by runtime: OMTP is not supported on 32-bit with <= 2 cores WEBGPU disabled by default: Disabled by default blocked by runtime: WebGPU can only be enabled in nightly Media Audio Backend wasapi Max Channels 2 Preferred Sample Rate 48000 Roundtrip latency (standard deviation) ... Output Devices Name Group Vendor State Preferred Format Channels Rate Latency Realtek Digital Output (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Enabled None default: F32LE, support: S16LE F32LE 2 default: 48000, support: 48000 - 48000 144 - 480 Speakers (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Enabled All default: F32LE, support: S16LE F32LE 2 default: 48000, support: 48000 - 48000 144 - 480 Input Devices Name Group Vendor State Preferred Format Channels Rate Latency Subwoofer (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Disabled None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Line In (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Unplugged None default: F32LE, support: S16LE F32LE 2 default: 48000, support: 48000 - 48000 0 - 0 Stereo Mix (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Disabled None default: F32LE, support: S16LE F32LE 2 default: 48000, support: 48000 - 48000 0 - 0 Front Pink In (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Disabled None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Side (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Disabled None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Microphone (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Unplugged None default: F32LE, support: S16LE F32LE 2 default: 48000, support: 48000 - 48000 0 - 0 Line In (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Disabled None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Microphone (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Disabled None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Front Green In (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Disabled None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Front (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Disabled None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Rear (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Disabled None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Center (Realtek High Definition Audio) HDAUDIO\FUNC_01&VEN_10EC&DEV_0887&SUBSYS_10438576&REV_1003\4&4863ef&0&0001 Disabled None default: F32LE, support: S16LE F32LE 0 default: 0, support: 0 - 0 0 - 0 Important Modified Preferences
Desktop TS information pg 4accessibility.typeaheadfind.flashBar 0 browser.cache.disk.amount_written 407456 browser.cache.disk.capacity 1048576 browser.cache.disk.filesystem_reported 1 browser.cache.disk.hashstats_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.display.use_document_fonts 0 browser.search.region US dom.apps.reset-permissions true extensions.lastAppVersion 78.9.0 font.name.monospace.el Consolas font.name.monospace.tr Consolas font.name.monospace.x-baltic Consolas font.name.monospace.x-central-euro Consolas font.name.monospace.x-cyrillic Consolas font.name.monospace.x-unicode Consolas font.name.monospace.x-western Consolas font.name.sans-serif.el Calibri font.name.sans-serif.tr Calibri font.name.sans-serif.x-baltic Calibri font.name.sans-serif.x-central-euro Calibri font.name.sans-serif.x-cyrillic Calibri font.name.sans-serif.x-unicode Calibri font.name.sans-serif.x-western Corbel font.name.serif.el Cambria font.name.serif.tr Cambria font.name.serif.x-baltic Cambria font.name.serif.x-central-euro Cambria font.name.serif.x-cyrillic Cambria font.name.serif.x-unicode Cambria font.name.serif.x-western Cambria font.size.fixed.el 14 font.size.fixed.tr 14 font.size.fixed.x-baltic 14 font.size.fixed.x-central-euro 14 font.size.fixed.x-cyrillic 14 font.size.fixed.x-unicode 14 font.size.fixed.x-western 14 font.size.variable.el 17 font.size.variable.tr 17 font.size.variable.x-baltic 17 font.size.variable.x-central-euro 17 font.size.variable.x-cyrillic 17 font.size.variable.x-unicode 17 font.size.variable.x-western 14 gfx.crash-guard.d3d11layers.appVersion 78.9.0 gfx.crash-guard.d3d11layers.deviceID 0x9993 gfx.crash-guard.d3d11layers.driverVersion 15.201.1151.1008 gfx.crash-guard.d3d11layers.feature-d2d true gfx.crash-guard.d3d11layers.feature-d3d11 true gfx.crash-guard.status.d3d11layers 2 gfx.direct3d.last_used_feature_level_idx 0 idle.lastDailyNotification 1617407729 layers.mlgpu.sanity-test-failed false media.gmp.storage.version.observed 1 media.hardware-video-decoding.failed false network.cookie.cookieBehavior 3 network.cookie.lifetimePolicy 2 network.cookie.prefsMigrated true network.predictor.cleaned-up true places.database.lastMaintenance 1616993776 places.history.enabled false places.history.expiration.transient_current_max_pages 112348 plugin.disable_full_page_plugin_for_types plugin.flash.lastmod_hi 373 plugin.flash.lastmod_lo -245601959 plugin.importedState true plugin.state.flash 0 plugins.update.notifyUser true print.print_printer Dell Laser Printer 1110 (Copy 1) privacy.donottrackheader.enabled true privacy.purge_trackers.date_in_cookie_database 0 privacy.sanitize.timeSpan 0 security.disable_button.openCertManager false security.disable_button.openDeviceManager false security.OCSP.disable_button.managecrl false security.remote_settings.crlite_filters.checked 1617398648 security.remote_settings.intermediates.checked 1617398648 security.sandbox.content.tempDirSuffix {d95faba2-4dbd-44fb-a0ed-673e4a33d6c9} security.sandbox.plugin.tempDirSuffix {8d0acc42-7c32-412b-8b45-73db1b9e9426} signon.importedFromSqlite true storage.vacuum.last.index 1 storage.vacuum.last.places.sqlite 1615152421 ui.osk.debug.keyboardDisplayReason
Desktop TS information, last page. I'm going to wait for a reply from Toad-Hall, re: how much Trouble shooting information is necessary before copying & pasting all of the laptop's TS information. I've now copied & pasted all of the desktop's Trouble shooting information, I don't know yet if all of it will be passed & posted by whoever reviews the posts. dom.ipc.processCount.webIsolated 1 fission.autostart false Places Database Integrity Accessibility Activated false Prevent Accessibility 0 Accessible Handler Used true Accessibility Instantiator Library Versions Expected minimum version Version in use NSPR 4.25.1 4.25.1 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 C:\Users\User\AppData\Local\Thunderbird\Profiles\y8mj10mi.default\startupCache\startupCache.4.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-US"] Default Locale "en-US" Operating System System Locales ["en-US"] Regional Preferences ["en-US"]
As you changed password and can access on desktop and via webmail, I'm assuming the new password is working perfectly ok.
On laptop, I'm assuming you have identical settings to desktop, but please double check. Incoming server for pop: mail.q.com Port: 110 Connection Security: STARTTLS Authentication: Normal password Outgoing Server: smtp.q.com Port: 587 Connection Security: STARTTLS Authentication: Normal password
Make sure you do not have any clean up file products that can scan any Thunderbird folder. eg: CCleaner or even some Anti-virus products have same capabilities. The appdata/roaming/thunderbird folder must be excempt from scanning.
To ensure no AV etc interferes with anything, restart laptop in 'Safe Mode with Networking' mode then start up Thunderbird.
On laptop, check and reset the Username and Password data.
- Menu app icon > Options > Privacy & Security
- Under 'Password' section
- Click on 'Saved Passwords'
- click on 'Show Passwords'
There will be two entries for the pop account, a mailbox:// and an smtp:// Check there are only the two entries. check the Username and the password entries. Username is usually the full email address. If Username is not correct for 'mailbox:// and /or smtp:// lines, then:
- Right click on mailbox:// line and select 'Edit Username'
- completely remove the entry and then type the full email address.
- Right click on smtp line and select 'Edit Username'
- completely remove the entry and then type the full email address.
Now completely remove and retype the new password.
- Right click on mailbox:// line and select 'Edit Password'
- completely remove the entry and then type the new password.
- Right click on smtp line and select 'Edit Password'
- completely remove the entry and then type the new password.
- click on 'Close'
Exit Thunderbird.
Wait for background processes to complete and then restart Thunderbird.