Thunderbird v51 constantly hangs when loading mailbox SOLVED caused by Sophos anti-virus
Hello I have a client with a mailbox on my server, who as of this morning (1st June 2017) can't access his mail. The thunderbird updated to version 51, recently, and when opening the program, the blue circle on the account just keeps going but never completes andnew emails are not downloaded.
I have gone through all the settings and confirmed the mailbox connection settings are valid, I have also removed the stored password but the thunderbird never gets to ask for a new password for the account. His internet connection is fine, and mailbox access is also fine.
His mailbox size on the disk is 349Mb, and it's set to compact when it hits 350Mb. His computer is only a month old. I have run a full anti-virus and malware scan (just incase!)
Thunderbird confirms it is online but doesn't seem to be connecting to my server (IMAP/SMTP). I repeat, all connection details have been checked and are valid. I connect ok (to other mailboxes on the same server) without issue on my Thunderbird v51.
I've read various links across the Mozilla site but they don't seem to help (such as http://kb.mozillazine.org/Thunderbird_:_Tips_:_Compacting_Folders )
1) What can I do to get useful feedback in thunderbird as to why it is hanging?
2) Do you have any help as to solutions for why this is occuring?
Many thanks.
Martin
Modified by Wayne Mery
Chosen solution
Uninstalling and reinstalling Thunderbird does not solve the issue
Of course not. I have no idea why people think it would.
Wrt anti-virus software, follow these general suggestions. If you're having difficulties to implement them in Sophos, I'd suggest you asked in their forum.
Create an exception in your anti-virus software for the Thunderbird profile folder, so that the anti-virus real-time scanner will not scan it. http://kb.mozillazine.org/Profile_folder_-_Thunderbird
Don't let your anti-virus software scan incoming and outgoing messages.
Don't let your anti-virus software scan attachments.
Don't let your anti-virus software intercept your secure connection to the server.
Remove any add-ons your anti-virus software may have installed in Thunderbird.
Keep it working. http://kb.mozillazine.org/Keep_it_working_-_Thunderbird
Read this answer in context 👍 1All Replies (6)
See https://support.mozilla.org/kb/cannot-receive-messages
Make sure anti-virus/security software isn't blocking Thunderbird after the update.
Aaaah, I got a feeling that that might be it. I won't know until tomorrow but thanks for the suggestion.
Modified by martin_two
Hello EDIT: please see my post below
Cheers
Martin
Modified by martin_two
On confirmation from the client they had uninstalled Eset and are using Sophos anti-virus. This does appear on the list in https://wiki.mozilla.org/Thunderbird:Testing:Antivirus_Related_Performance_Issues
but the link to the fix is broken (link: http://www.sophos.com/support/knowledgebase/article/25760.html : 404)
Uninstalling and reinstalling Thunderbird does not solve the issue, so it seems more and more likely to be antivirus related.
Many thanks for any further pointers.
Chosen Solution
Uninstalling and reinstalling Thunderbird does not solve the issue
Of course not. I have no idea why people think it would.
Wrt anti-virus software, follow these general suggestions. If you're having difficulties to implement them in Sophos, I'd suggest you asked in their forum.
Create an exception in your anti-virus software for the Thunderbird profile folder, so that the anti-virus real-time scanner will not scan it. http://kb.mozillazine.org/Profile_folder_-_Thunderbird
Don't let your anti-virus software scan incoming and outgoing messages.
Don't let your anti-virus software scan attachments.
Don't let your anti-virus software intercept your secure connection to the server.
Remove any add-ons your anti-virus software may have installed in Thunderbird.
Keep it working. http://kb.mozillazine.org/Keep_it_working_-_Thunderbird
christ1 said
Of course not. I have no idea why people think it would.
haha, I do agree but the client did this of his own volition and was worth mentioning just incase it was suggested.
No plugins/addons where installed on thunderbird when I looked at it.
Telling the Sophos anti-virus to stop paying attention to Thunderbird clears all the issues.
Many thanks for your time and pointers, Christ1