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Installed tb for a friend, installs just fine, but won't open. Just crashes when 'setup new email' window appears. Tried old version of TB - same issue.

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I tried uninstalling, reboot, delete all appdata folders etc., but about 10 seconds after the window asking for email account opens, tb crashes with the following details.

AdapterDeviceID: 0x0f31 AdapterDriverVersion: 10.18.10.3355 AdapterSubsysID: 085e1025 AdapterVendorID: 0x8086 Add-ons: %7Be2fda1a4-762b-4020-b5ad-a41df1933103%7D:6.2.8,wetransfer%40extensions.thunderbird.net:2.0.0,%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:60.8.0 AvailablePageFile: 13324926976 AvailablePhysicalMemory: 2715435008 AvailableVirtualMemory: 3639631872 BIOS_Manufacturer: American Megatrends Inc. BlockedDllList: BreakpadReserveAddress: 45219840 BreakpadReserveSize: 83886080 BuildID: 20190703133823 CPUMicrocodeVersion: 0x809 ContentSandboxCapable: 1 ContentSandboxLevel: 1 CrashTime: 1566515424 EMCheckCompatibility: true FramePoisonBase: 0000004041080832 FramePoisonSize: 65536 InstallTime: 1566515388 ModuleSignatureInfo: {"Apple Inc.":["mdnsNSP.dll"],"Microsoft Corporation":["ucrtbase.dll","api-ms-win-crt-utility-l1-1-0.dll","api-ms-win-crt-time-l1-1-0.dll","msvcp140.dll","api-ms-win-crt-multibyte-l1-1-0.dll","api-ms-win-crt-convert-l1-1-0.dll","api-ms-win-crt-heap-l1-1-0.dll","api-ms-win-crt-locale-l1-1-0.dll","api-ms-win-crt-filesystem-l1-1-0.dll","api-ms-win-crt-math-l1-1-0.dll","api-ms-win-crt-runtime-l1-1-0.dll","api-ms-win-crt-stdio-l1-1-0.dll","api-ms-win-crt-environment-l1-1-0.dll","api-ms-win-crt-string-l1-1-0.dll","VCRUNTIME140.dll"],"Microsoft Windows":["MMDevAPI.dll","wscapi.dll","wevtapi.dll","avrt.dll","dwmapi.dll","devobj.dll","WINMMBASE.dll","ntmarta.dll","wkscli.dll","srvcli.dll","netutils.dll","winnsi.dll","version.dll","netapi32.dll","winmm.dll","IPHLPAPI.DLL","rsaenh.dll","cryptsp.dll","winsta.dll","wtsapi32.dll","SHCore.dll","kernel.appcore.dll","profapi.dll","userenv.dll","bcryptPrimitives.dll","CRYPTBASE.DLL","shlwapi.dll","clbcatq.dll","setupapi.dll","combase.dll","cfgmgr32.dll","wintrust.dll","msctf.dll","msasn1.dll","msvcrt.dll","sechost.dll","shell32.dll","nsi.dll","ws2_32.dll","oleaut32.dll","advapi32.dll","crypt32.dll","ole32.dll","ntdll.dll"],"Mozilla Corporation":["thunderbird.exe","xul.dll","nssckbi.dll","freebl3.dll","softokn3.dll","lgpllibs.dll","prldap60.dll","nss3.dll","ldap60.dll","mozglue.dll"]} Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x0f31, AdapterSubsysID: 085e1025, AdapterDriverVersion: 10.18.10.3355 FP(D10-L1100-W00001000-T000) DWrite? DWrite+ WR? WR- OMTP? OMTP+ ProductID: {3550f703-e582-4d05-9a08-453d09bdfdc6} ProductName: Thunderbird ReleaseChannel: release SafeMode: 0 StartupCrash: 0 StartupTime: 1566515388 SystemMemoryUsePercentage: 34 TelemetryEnvironment: {"build":{"applicationId":"{3550f703-e582-4d05-9a08-453d09bdfdc6}","applicationName":"Thunderbird","architecture":"x86","buildId":"20190703133823","version":"60.8.0","vendor":null,"platformVersion":"60.8.0","xpcomAbi":"x86-msvc","updaterAvailable":true},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":3979,"virtualMaxMB":4096,"cpu":{"count":4,"cores":4,"vendor":"GenuineIntel","family":6,"model":55,"stepping":8,"l2cacheKB":1024,"l3cacheKB":null,"speedMHz":2000,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2"]},"os":{"name":"Windows_NT","version":"6.3","locale":"en-US","servicePackMajor":0,"servicePackMinor":0,"windowsBuildNumber":9600,"installYear":2016},"hdd":{"profile":{"model":"WDC WD10EZEX-21M2NA0","revision":"01.01A01"},"binary":{"model":"WDC WD10EZEX-21M2NA0","revision":"01.01A01"},"system":{"model":"WDC WD10EZEX-21M2NA0","revision":"01.01A01"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":true,"ContentBackend":"Skia","adapters":[{"description":"Intel(R) HD Graphics","vendorID":"0x8086","deviceID":"0x0f31","subsysID":"085e1025","RAM":null,"driver":"igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32","driverVersion":"10.18.10.3355","driverDate":"11-18-2013","GPUActive":true}],"monitors":[{"screenWidth":1600,"screenHeight":900,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"none","gpuProcess":{"status":"unavailable"},"d3d11":{"status":"unavailable"},"d2d":{"status":"unavailable","version":"1.1"}}},"appleModelId":null,"isWow64":true,"sec":{"antivirus":null,"antispyware":null,"firewall":null}},"settings":{"blocklistEnabled":true,"e10sEnabled":false,"e10sMultiProcesses":4,"telemetryEnabled":false,"locale":"en-GB","update":{"channel":"release","enabled":true,"autoDownload":true},"userPrefs":{},"sandbox":{"effectiveContentProcessLevel":1},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":null},"profile":{"creationDate":18130},"addons":{"activeAddons":{"{e2fda1a4-762b-4020-b5ad-a41df1933103}":{"version":"6.2.8","scope":1,"type":"extension","updateDay":18130,"isSystem":false,"isWebExtension":false,"multiprocessCompatible":false,"blocklisted":false," description":"An integrated calendar for Thunderbird","name":"Lightning","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":18130},"wetransfer@extensions.thunderbird.net":{"version":"2.0.0","scope":1,"type":"extension","updateDay":18080,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":false,"blocklisted":false,"description":"Share your attachments via WeTransfer","name":"FileLink for WeTransfer","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":18080}},"theme":{"id":"{972ce4c6-7e08-4474-a285-3208198ce6fd}","blocklisted":false,"description":"The default theme.","name":"Default","userDisabled":false,"appDisabled":false,"version":"60.8.0","scope":4,"foreignInstall":false,"hasBinaryComponents":false,"installDay":18080,"updateDay":18080},"activePlugins":[],"activeGMPlugins":{},"activeExperiment":{},"persona":null}} Theme: classic/1.0 ThreadIdNameMapping: 4328:"Gecko_IOThread",4516:"Link Monitor",4528:"Socket Thread",4992:"JS Watchdog",4852:"BGReadURLs",4856:"Timer",4160:"Hang Monitor",4152:"Cache2 I/O",3220:"Cookie",2392:"DOM Worker",2456:"IPDL Background",2076:"GMPThread",4240:"WindowsVsyncThread",3124:"Compositor",448:"VRListener",2648:"ImgDecoder #1",2624:"ImageIO",3416:"LoadRoots",2860:"DataStorage",2776:"DataStorage",2888:"HTML5 Parser",2948:"PlayEventSound",1716:"localStorage DB",312:"mozStorage #1",3704:"ImageBridgeChild",2548:"ImgDecoder #2",1456:"StreamTrans #9",4040:"SysProxySetting",3636:"ProxyResolution",1740:"mozStorage #2",4052:"DataStorage",396:"URL Classifier",244:"Classifier Update",304:"DNS Resolver #1",912:"DNS Resolver #2",4876:"mozStorage #3",5020:"mozStorage #4",4688:"SSL Cert #1",4088:"SSL Cert #2",4916:"ImgDecoder #3", Throttleable: 1 TotalPageFile: 14657527808 TotalPhysicalMemory: 4171767808 TotalVirtualMemory: 4294836224 URL: UptimeTS: 74.186633891 Vendor: Version: 60.8.0 Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 2 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [UDP/IP] : 2 : 2 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [RAW/IP] : 2 : 2 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [TCP/IPv6] : 2 : 23 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [UDP/IPv6] : 2 : 23 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [RAW/IPv6] : 2 : 23 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 RSVP TCPv6 Service Provider : 2 : 23 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP TCP Service Provider : 2 : 2 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDPv6 Service Provider : 2 : 23 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDP Service Provider : 2 : 2 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a useragent_locale: en-GB

This report also contains technical information about the state of the application when it crashed.

I tried uninstalling, reboot, delete all appdata folders etc., but about 10 seconds after the window asking for email account opens, tb crashes with the following details. AdapterDeviceID: 0x0f31 AdapterDriverVersion: 10.18.10.3355 AdapterSubsysID: 085e1025 AdapterVendorID: 0x8086 Add-ons: %7Be2fda1a4-762b-4020-b5ad-a41df1933103%7D:6.2.8,wetransfer%40extensions.thunderbird.net:2.0.0,%7B972ce4c6-7e08-4474-a285-3208198ce6fd%7D:60.8.0 AvailablePageFile: 13324926976 AvailablePhysicalMemory: 2715435008 AvailableVirtualMemory: 3639631872 BIOS_Manufacturer: American Megatrends Inc. BlockedDllList: BreakpadReserveAddress: 45219840 BreakpadReserveSize: 83886080 BuildID: 20190703133823 CPUMicrocodeVersion: 0x809 ContentSandboxCapable: 1 ContentSandboxLevel: 1 CrashTime: 1566515424 EMCheckCompatibility: true FramePoisonBase: 0000004041080832 FramePoisonSize: 65536 InstallTime: 1566515388 ModuleSignatureInfo: {"Apple Inc.":["mdnsNSP.dll"],"Microsoft Corporation":["ucrtbase.dll","api-ms-win-crt-utility-l1-1-0.dll","api-ms-win-crt-time-l1-1-0.dll","msvcp140.dll","api-ms-win-crt-multibyte-l1-1-0.dll","api-ms-win-crt-convert-l1-1-0.dll","api-ms-win-crt-heap-l1-1-0.dll","api-ms-win-crt-locale-l1-1-0.dll","api-ms-win-crt-filesystem-l1-1-0.dll","api-ms-win-crt-math-l1-1-0.dll","api-ms-win-crt-runtime-l1-1-0.dll","api-ms-win-crt-stdio-l1-1-0.dll","api-ms-win-crt-environment-l1-1-0.dll","api-ms-win-crt-string-l1-1-0.dll","VCRUNTIME140.dll"],"Microsoft Windows":["MMDevAPI.dll","wscapi.dll","wevtapi.dll","avrt.dll","dwmapi.dll","devobj.dll","WINMMBASE.dll","ntmarta.dll","wkscli.dll","srvcli.dll","netutils.dll","winnsi.dll","version.dll","netapi32.dll","winmm.dll","IPHLPAPI.DLL","rsaenh.dll","cryptsp.dll","winsta.dll","wtsapi32.dll","SHCore.dll","kernel.appcore.dll","profapi.dll","userenv.dll","bcryptPrimitives.dll","CRYPTBASE.DLL","shlwapi.dll","clbcatq.dll","setupapi.dll","combase.dll","cfgmgr32.dll","wintrust.dll","msctf.dll","msasn1.dll","msvcrt.dll","sechost.dll","shell32.dll","nsi.dll","ws2_32.dll","oleaut32.dll","advapi32.dll","crypt32.dll","ole32.dll","ntdll.dll"],"Mozilla Corporation":["thunderbird.exe","xul.dll","nssckbi.dll","freebl3.dll","softokn3.dll","lgpllibs.dll","prldap60.dll","nss3.dll","ldap60.dll","mozglue.dll"]} Notes: AdapterVendorID: 0x8086, AdapterDeviceID: 0x0f31, AdapterSubsysID: 085e1025, AdapterDriverVersion: 10.18.10.3355 FP(D10-L1100-W00001000-T000) DWrite? DWrite+ WR? WR- OMTP? OMTP+ ProductID: {3550f703-e582-4d05-9a08-453d09bdfdc6} ProductName: Thunderbird ReleaseChannel: release SafeMode: 0 StartupCrash: 0 StartupTime: 1566515388 SystemMemoryUsePercentage: 34 TelemetryEnvironment: {"build":{"applicationId":"{3550f703-e582-4d05-9a08-453d09bdfdc6}","applicationName":"Thunderbird","architecture":"x86","buildId":"20190703133823","version":"60.8.0","vendor":null,"platformVersion":"60.8.0","xpcomAbi":"x86-msvc","updaterAvailable":true},"partner":{"distributionId":null,"distributionVersion":null,"partnerId":null,"distributor":null,"distributorChannel":null,"partnerNames":[]},"system":{"memoryMB":3979,"virtualMaxMB":4096,"cpu":{"count":4,"cores":4,"vendor":"GenuineIntel","family":6,"model":55,"stepping":8,"l2cacheKB":1024,"l3cacheKB":null,"speedMHz":2000,"extensions":["hasMMX","hasSSE","hasSSE2","hasSSE3","hasSSSE3","hasSSE4_1","hasSSE4_2"]},"os":{"name":"Windows_NT","version":"6.3","locale":"en-US","servicePackMajor":0,"servicePackMinor":0,"windowsBuildNumber":9600,"installYear":2016},"hdd":{"profile":{"model":"WDC WD10EZEX-21M2NA0","revision":"01.01A01"},"binary":{"model":"WDC WD10EZEX-21M2NA0","revision":"01.01A01"},"system":{"model":"WDC WD10EZEX-21M2NA0","revision":"01.01A01"}},"gfx":{"D2DEnabled":false,"DWriteEnabled":true,"ContentBackend":"Skia","adapters":[{"description":"Intel(R) HD Graphics","vendorID":"0x8086","deviceID":"0x0f31","subsysID":"085e1025","RAM":null,"driver":"igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32","driverVersion":"10.18.10.3355","driverDate":"11-18-2013","GPUActive":true}],"monitors":[{"screenWidth":1600,"screenHeight":900,"refreshRate":60,"pseudoDisplay":false}],"features":{"compositor":"none","gpuProcess":{"status":"unavailable"},"d3d11":{"status":"unavailable"},"d2d":{"status":"unavailable","version":"1.1"}}},"appleModelId":null,"isWow64":true,"sec":{"antivirus":null,"antispyware":null,"firewall":null}},"settings":{"blocklistEnabled":true,"e10sEnabled":false,"e10sMultiProcesses":4,"telemetryEnabled":false,"locale":"en-GB","update":{"channel":"release","enabled":true,"autoDownload":true},"userPrefs":{},"sandbox":{"effectiveContentProcessLevel":1},"addonCompatibilityCheckEnabled":true,"isDefaultBrowser":null},"profile":{"creationDate":18130},"addons":{"activeAddons":{"{e2fda1a4-762b-4020-b5ad-a41df1933103}":{"version":"6.2.8","scope":1,"type":"extension","updateDay":18130,"isSystem":false,"isWebExtension":false,"multiprocessCompatible":false,"blocklisted":false," description":"An integrated calendar for Thunderbird","name":"Lightning","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":18130},"wetransfer@extensions.thunderbird.net":{"version":"2.0.0","scope":1,"type":"extension","updateDay":18080,"isSystem":true,"isWebExtension":false,"multiprocessCompatible":false,"blocklisted":false,"description":"Share your attachments via WeTransfer","name":"FileLink for WeTransfer","userDisabled":false,"appDisabled":false,"foreignInstall":false,"hasBinaryComponents":false,"installDay":18080}},"theme":{"id":"{972ce4c6-7e08-4474-a285-3208198ce6fd}","blocklisted":false,"description":"The default theme.","name":"Default","userDisabled":false,"appDisabled":false,"version":"60.8.0","scope":4,"foreignInstall":false,"hasBinaryComponents":false,"installDay":18080,"updateDay":18080},"activePlugins":[],"activeGMPlugins":{},"activeExperiment":{},"persona":null}} Theme: classic/1.0 ThreadIdNameMapping: 4328:"Gecko_IOThread",4516:"Link Monitor",4528:"Socket Thread",4992:"JS Watchdog",4852:"BGReadURLs",4856:"Timer",4160:"Hang Monitor",4152:"Cache2 I/O",3220:"Cookie",2392:"DOM Worker",2456:"IPDL Background",2076:"GMPThread",4240:"WindowsVsyncThread",3124:"Compositor",448:"VRListener",2648:"ImgDecoder #1",2624:"ImageIO",3416:"LoadRoots",2860:"DataStorage",2776:"DataStorage",2888:"HTML5 Parser",2948:"PlayEventSound",1716:"localStorage DB",312:"mozStorage #1",3704:"ImageBridgeChild",2548:"ImgDecoder #2",1456:"StreamTrans #9",4040:"SysProxySetting",3636:"ProxyResolution",1740:"mozStorage #2",4052:"DataStorage",396:"URL Classifier",244:"Classifier Update",304:"DNS Resolver #1",912:"DNS Resolver #2",4876:"mozStorage #3",5020:"mozStorage #4",4688:"SSL Cert #1",4088:"SSL Cert #2",4916:"ImgDecoder #3", Throttleable: 1 TotalPageFile: 14657527808 TotalPhysicalMemory: 4171767808 TotalVirtualMemory: 4294836224 URL: UptimeTS: 74.186633891 Vendor: Version: 60.8.0 Winsock_LSP: MSAFD Tcpip [TCP/IP] : 2 : 2 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [UDP/IP] : 2 : 2 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [RAW/IP] : 2 : 2 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : e70f1aa0-ab8b-11cf-8ca3-00805f48a192 MSAFD Tcpip [TCP/IPv6] : 2 : 23 : 1 : 6 : 0x20066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [UDP/IPv6] : 2 : 23 : 2 : 17 : 0x20609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 MSAFD Tcpip [RAW/IPv6] : 2 : 23 : 3 : 0 : 0x20609 : 0xc : %SystemRoot%\system32\mswsock.dll : : f9eab0c0-26d4-11d0-bbbf-00aa006c34e4 RSVP TCPv6 Service Provider : 2 : 23 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP TCP Service Provider : 2 : 2 : 1 : 6 : 0x22066 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDPv6 Service Provider : 2 : 23 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a RSVP UDP Service Provider : 2 : 2 : 2 : 17 : 0x22609 : 0x8 : %SystemRoot%\system32\mswsock.dll : : 9d60a9e0-337a-11d0-bd88-0000c082e69a useragent_locale: en-GB This report also contains technical information about the state of the application when it crashed.
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Toad-Hall
  • Top 10 Contributor
1769 solutions 11905 answers

That crash report looks like a Windows crash report and not the Thunderbird crash report.

Did you download Thunderbird from the following link choosing the language and suitable download for your OS? https://www.thunderbird.net/en-US/thunderbird/all/

If yes: Exit Thunderbird if running.

Make sure Thunderbird is an allowed program in the Firewall.

Access the profile name folder in Appdata. C:\Users\<Windows user name>\AppData\Roaming\Thunderbird\Profiles\<Profile name>\ Delete the following files:

  • session.json
  • panacea.dat
  • foldertree.json
  • xulstore.json

Start Thunderbird.

Assuming all is ok so far.......... Help > Troubleshooting Information Scroll down to 'Crash Reports' section Copy paste the crash report number into this forum.

That crash report looks like a Windows crash report and not the Thunderbird crash report. Did you download Thunderbird from the following link choosing the language and suitable download for your OS? https://www.thunderbird.net/en-US/thunderbird/all/ If yes: Exit Thunderbird if running. Make sure Thunderbird is an allowed program in the Firewall. Access the profile name folder in Appdata. C:\Users\<Windows user name>\AppData\Roaming\Thunderbird\Profiles\<Profile name>\ Delete the following files: * session.json * panacea.dat * foldertree.json * xulstore.json Start Thunderbird. Assuming all is ok so far.......... Help > Troubleshooting Information Scroll down to 'Crash Reports' section Copy paste the crash report number into this forum.
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Toad-Hall
  • Top 10 Contributor
1769 solutions 11905 answers
Viewing Crash report and submitting info: https://support.mozilla.org/en-US/kb/mozilla-crash-reporter-tb#w_viewing-crash-reports
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Question owner

Thanks Toad-Hall - but - that is a copy and paste of the tb crash details, so I have no idea what is going on.

I can't start tb to get any other crash report as the first thing that tb wants to do is set up an email account (as tb has never been used before on my friend's PC) and that is the window that stays blank and then crashes. I have, on 3 attempts, started by totally deleting the profile in appdata etc.

The next time I am over at my friend's place, I will check the firewall settings etc. It is an older PC that originally had Windows 7, but my friend did the free upgrade to Windows 10. I have already suggested that the easiest fix might be to wipe it and start again, as 'upgraded' Win 10 seems to have more issues than clean load versions.

Thanks Toad-Hall - but - that is a copy and paste of the tb crash details, so I have no idea what is going on. I can't start tb to get any other crash report as the first thing that tb wants to do is set up an email account (as tb has never been used before on my friend's PC) and that is the window that stays blank and then crashes. I have, on 3 attempts, started by totally deleting the profile in appdata etc. The next time I am over at my friend's place, I will check the firewall settings etc. It is an older PC that originally had Windows 7, but my friend did the free upgrade to Windows 10. I have already suggested that the easiest fix might be to wipe it and start again, as 'upgraded' Win 10 seems to have more issues than clean load versions.
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Question owner

Also, next time I am at the friend's PC, I will try to get the crash report from the appdata folders instead.

thanks again for your help

Also, next time I am at the friend's PC, I will try to get the crash report from the appdata folders instead. thanks again for your help
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Matt
  • Top 10 Contributor
  • Moderator
3257 solutions 22429 answers

you say it has just been installed, so lets try a complete removal of whatever profile has been setup and try again.

Windows key + R type %appdata% and press enter locate the thunderbird folder in the displayed appdata folder. Delete the Thunderbird folder.

This wil restart the whole setup as new. The program will be there, but no corrupt profile files or whatever, it will give thunderbird a chance to startup and move along.

You might also want to try windows safe mode with networking (usually requires a wired connection)

Restart the operating system in safe mode with Networking. This loads only the very basics needed to start your computer while enabling an Internet connection. Click on your operating system for instructions on how to start in safe mode: Windows 10, Windows 8, Windows 7, Windows Vista, Windows XP, OSX

If safe mode for the operating system fixes the issue, there's other software in your computer that's causing problems. Possibilities include but not limited to: AV scanning, virus/malware, background downloads such as program updates and other "security" software and password managers..
you say it has just been installed, so lets try a complete removal of whatever profile has been setup and try again. Windows key + R type %appdata% and press enter locate the thunderbird folder in the displayed appdata folder. Delete the Thunderbird folder. This wil restart the whole setup as new. The program will be there, but no corrupt profile files or whatever, it will give thunderbird a chance to startup and move along. You might also want to try windows safe mode with networking (usually requires a wired connection) Restart the operating system in '''[http://en.wikipedia.org/wiki/Safe_mode safe mode with Networking]'''. This loads only the very basics needed to start your computer while enabling an Internet connection. Click on your operating system for instructions on how to start in safe mode: [https://support.microsoft.com/en-us/help/12376/windows-10-start-your-pc-in-safe-mode Windows 10], [http://windows.microsoft.com/en-us/windows-8/windows-startup-settings-safe-mode Windows 8], [http://windows.microsoft.com/en-us/windows/start-computer-safe-mode#start-computer-safe-mode=windows-7 Windows 7], [http://windows.microsoft.com/en-us/windows/start-computer-safe-mode#start-computer-safe-mode=windows-vista Windows Vista], [http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/boot_failsafe.mspx?mfr=true" Windows XP], [http://support.apple.com/kb/ht1564 OSX] ; If safe mode for the operating system fixes the issue, there's other software in your computer that's causing problems. Possibilities include but not limited to: AV scanning, virus/malware, background downloads such as program updates and other "security" software and password managers..
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Thanks Matt... But I have uninstalled, deleted the full profile, rebooted, and reinstalled several times, including using an older version - but still crashes. I have tried tb in safe mode too, but haven't tried windows safe mode yet. I will try that next time I visit my friend.

Thanks Matt... But I have uninstalled, deleted the full profile, rebooted, and reinstalled several times, including using an older version - but still crashes. I have tried tb in safe mode too, but haven't tried windows safe mode yet. I will try that next time I visit my friend.
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