re :my thunderbird freezes at the point of checking mails.

It is possible you have another program which is intervening and causing a problem. Check through the following first.

Exit Thunderbird then do the following. Please do not assume anything.

Firewall:

• Access Firewall - it might be the default on computer or controlled by an Anti-Virus prgram.
• Set up Thunderbird program as 'allowed' so nothing gets blocked.
• Confirm Thunderbird is set up as allowed program.

VPN:

• Check computer for a VPN. Some Anti-Virus products now offer a VPN and I have come across some people who did not realise one had been enabled.
• Switch off VPN (or create split tunnelling and set it up for Thunderbird to use).
• Most servers does not like VPN as it attempts to hide your IP address, so server decides you might be hacker so it auto blocks access.
• Confirm VPN is switched off

Anti-Virus: Is it set up to scan anything you download or evenscan any file that gets opened ? Anti-Virus is the most common issue when it comes to causing a not responding issue.

• Advise: access Anti-Virus and set Thunderbird folder containg profile data to be excluded from scans. See below as it tells you what 'Thunderbird' folder I'm talking about.

If you downloaded Thunderbird from the official webpage and you use Windows OS:

• https://www.thunderbird.net/en-US/thunderbird/all/

Then by default the Thunderbird folder containg all profile data will be in this location:

• C://Users/username/Appdata/Roaming/Thunderbird

So please tell me if you use a different OS or if you got Thunderbird from Windows App store or Snap or Flatpak.

Please check all the above is done, restart Thunderbird and report back on results.

thank you so much for your amazing response. i've checked all of the above and it's ok. however i am noticing something really strange. i can't find neither my app folder nor my profile folder. the path you sent me doesn't have it. neither did the roaming folder contain anything with the name mozilla or thunderbird. i wish i could find them as i know i can delete some .msf files and it might help my issue. i am lost!

In Windows OS Each computer User account will have an Appdata folder, but Windows may have 'hidden' it.

If you open : C://Users/ your user account name Click on 'View' to see drop down and at the bottom of list - hover mouse over 'Show' to see more options and at the bottom select 'Hidden Items'

I've added an image below as a guide. If you cannot see it properly - in this forum question, you can clickon the thumbnail imgae and it will become much larger.

But the location of your profile really does depend upon whether you got Thunderbird from the official website OR via the 'Windows App Store'.

I've mentioned the default location assuming you got it from the official download website.

But if you got it via the 'Windows App Store' then Windows is a pain and puts the profile in a more complicated location. That's why I need to know where did you get the download/installation of Thunderbird ?

you're right. i got it from windows store. total nightmare. i can't even upgrade that version because when i download from the website it installs a "Fresh" verison in the proper location as it should be. what do you suggest i do as i have 24 email addresses all running on thunderbird!

Windows App Store puts the 'Thunderbird' folder here:

• C://Users/username/AppData/Local/Packages/MozillaThunderbird.MZLA_h5892qc0xkpca/LocalCache/Roaming/Thunderbird

If you want to stop using the 'Windows App Store' version of Thunderbird and instead use a download installation from the website:

• https://www.thunderbird.net/en-US/thunderbird/all/

Then do the following: Exit Thunderbird Access: C://Users/username/AppData/Local/Packages/MozillaThunderbird.MZLA_h5892qc0xkpca/LocalCache/Roaming folder. Get a copy of the 'Thunderbird' folder.

Access: C://Users/username/Appdata/Roaming folder Paste the copied Thunderbird folder into the 'Roaming' folder. Then click on 'Thunderbird' folder Click on 'Profiles' folder click on the 'profile name' folder delete this file 'compatibility.ini' -- why do this you may ask ? It will then allow you to choose the version you want to install.

Uninstall the windows app store Thunderbird program.

Go to this link:

• https://www.thunderbird.net/en-US/thunderbird/all/

Make your careful selection of the version you require. Note: Channel called 'Thunderbird Release' is version 145.0 It gets updates every month to display new features as well all the usual bug and security updates. It says it's recommended, but it's only benificial if you want a lot of new feature updates.

Channel called 'Thunderbird Extended Support Release' is currently version 140.5.0esr It does all bug and security updates monthly but does all new features on an annual basis.

Because you deleted that 'compatibility.ini' file, it would mean you can choose either.

If Thunderbird is from the official website then profiles are stored in a much easier location to find. You will also discover a lot more helpful instructions on profiles.

It's also a lot easier to locate that 'Thunderbird' folder just in case you want to do a backup or want to set up Anti-virus to not scan that folder or it's contents. C://Users/username/Appdata/Roaming/Thunderbird

Your Thunderbird program downloaded from the official website will be in one of the following locations by default.

If using 64bit:

• C://Program Files/Mozilla Thunderbird

If using 32bit

• C://Program Files (86)/Mozilla Thunderbird

Although I've got a 64 bit version running from that Program Files(86) location will no problems.

i think you've hit the nail on the head. doing the step by step that you just gave me. are you an employee of mozilla? how do you know so much? i wouldn't have found that file location even if i spent my whole life searching every folder on my HD. will keep you posted and thank you!!

hi. i followed the steps above but when i open the new Thunderbird it is asking me to setup all my accounts from scratch. is this normal? i put the folders in the correct locations for sure.

and strangely enough the program location is not the directories that you have stated above. i definitely downloaded from the provided link but it seems that my hexed pc keeps hiding the data elsewhere!

Most people have their computers set up to put any file they download into the computer User Account name 'Downloads' folder. But that is not the place it would be installed.

In Thunderbird

• Help > Troubleshooting Information
• Under 'Application Basics' section it offers a lot of good info on where things are located.
• I need to see the info from 'Name' down to 'Profile Folder'

Please can you upload an image showing what it says.

• You can take a screenshot - use the 'Prt Scr' key on keyboard
• You may notice the screen seems to darken a bit.
• You can then use the mouse to mark out the area you want to copy.
• A pop up will appear on the bottom right of screen - be quick and click on it.
• A new window opens showing the image which has opened using 'snipping tool'
• Top right is the icon for 'Save as' - click on it and save the image as a jpg file in a convenient location such as desktop.

But if you do not want to save to desktop, then you can see if it's in the location I mention below. Close the image window. BTW - on my Windows 11 computer - it puts all my screenshots in this location:

• C://Users/Username/Pictures/Screenshots folder

How to upload image: In this forum question below where you type comments is 'Add Images' Click on 'Browse' and locate the saved image, select it and click on 'Open' and the image gets uploaded as a thumbnail.

hi. i followed the steps above but when i open the new Thunderbird it is asking me to setup all my accounts from scratch. is this normal? i put the folders in the correct locations for sure.

No worries, it's just created a new profile.

But it would be useful to see images of the following: Please make sure in the path directory of where the folder is located is visible in the image, so I know where everything is located. Make sure you also use the 'View' > 'Details' option so I can see columns Name, Modified date, Type and Size

• Help > Troubleshooting Information
• Under 'Application Basics' section - half way down is 'Profile Folder' - click on the 'Open Folder' button

A new window opens showing the contents of the current profile. What is the profile name ? This will tell me the name of the new profile.

Then go up the directory to the 'Profiles' folder to see all it's contents. Upload an image showing contents of the 'Profiles' folder Remember to make sure I can see the full path directory in all images.

Go up directory to the 'Thunderbird' folder Upload an image showing all contents of the 'Thunderbird' folder.

The 'Thunderbird' folder should contain a 'profiles.ini' file Open the 'profiles.ini' file using a simple text editor like Notepad. Upload an image showing all contents of the 'profile.ini' file.

I'm checking everything is where it should be. I've come across people who made a simple error eg: put a Thunderbird folder inside a Thunderbird folder. etc.

Once I know which is the new profile and which is the original, we can do a couple of additional checks to make sure all is in order.

• Help > Troubleshooting Information
• Under 'Application Basics' section - near the bottom is 'Profiles' - click on the 'about:profiles' link

It opens in a new tab Make sure as much is displaying as possible and then create an image and upload it.

forgive my ignorance...where do i find this? Under 'Application Basics' section - half way down is 'Profile Folder' - click on the 'Open Folder' button. i am still stuck on the windows appstore version as it's the only one that has my data. once i stick my data in the correct app folder - then hopefully i will have my data in the proper version.

This sounds like a conflict with your existing profile or a failed update attempt creating a separate installation.

Steps To Fix:

Stop Freezing: Access your emails immediately by logging into your webmail interface (e.g., Gmail, Outlook website) while troubleshooting Thunderbird.

Find Profile: Your mail data is stored in the Thunderbird Profile Folder. Search your file system for the hidden folder named Thunderbird or Profiles (usually in AppData on Windows). Back up the entire profile folder. 3. Clean Reinstall: Uninstall Thunderbird, ensuring you do not delete your profile data when prompted. Download the official installer, and reinstall the application. It should automatically find and use your existing profile, resolving the freezing issue and restoring your emails.

found the path. trying to copy my profile backup folder there. will keep you posted.

@alextaylar - def doesn't find the profile folder automatically as the windows store download doesn't store the profile folder in the same location as the official installation from the mozilla wesbite. working on fixing that. thank you for your help

i ended up re-entering all the emails manually again. crashed already. let's hope for the best!

The image below shows the 'Thunderbird' folder you need to Copy.

then click on the > icon for 'Users' to expand it and select your Username. Then select 'Appdata' - then select 'Roaming' If 'Roaming' contains a 'Thunderbird' folder - delete it. Paste the copied Thunderbird into the 'Roaming' folder.

Then we know you have the data copied. We may still need to make some adjustments to ensure the data is pointing to correct location. Do not worry about that. We just need to make sure you have the Thunderbird folder in the right location.

We still need to know which Thunderbird is being used.

In Thunderbird

• Help > Troubleshooting Information
• Under 'Application Basics' section it offers a lot of good info on where things are located.
• I need to see the info from 'Name' down to 'Profile Folder'

Please can you upload an image showing what it says. Example below of what you need to post.

it's so confusing. on any one of my email addresses the app just freezes. i know it's not the server as my phone is downloading all the emails perfectly. help!!