Andy1957 said

Hi, I cannot log into the help forums using my original username and password as it is rejected. When I try to reset the password Thunderbird says it has sent an email and to follow instructions to reset. However no email gets received. I'm only able to log in here by creating a new account. I have checked my Webmail and the Spam folders and no matter what there is no mail from Thunderbird. My Thunderbird is working fine for normal mail but nothing is received for sorting this issue. It recognises my email addresses but rejects my password. By creating this new account to be able to sign into the Help forums will that affect anything else?

I have requested support for you for this issue from the site administrators. Hopefully they will help you soon.

Secondly I have noticed a massive amount of memory is being taken up by Thunderbird, in the order of 55Gb!!! Can anyone explain that or what I can do. I have used Thunderbird for years on POP3 but do not have 55Gb stored anywhere. I have posted a screen shot showing the issue, What I also do not understand is Thunderbird appears further down the list with a more modest Memory count?? Any advice appreciated. Thank you

What you show in your screenshot is what Windows is reporting as the amount of space that just the program takes up, not your e-mail. Your e-mail is separate. To learn more about this, read: Profiles - Where Thunderbird stores your messages and other user data

If you follow the instructions in the section "How to find your profile", you can view your Profile folder. If you right-click the folder and choose "Properties", then Windows will tell you how much space is being used by the folder.

When using POP, all the e-mail gets downloaded to your computer. 55 GB sounds like a lot, so you probably have a lot of e-mails that have media files attached, like pictures or videos.

Sorry if this is a stupid question but is it definitely the password and username relating to this forum ? Not for instance Mozillazine and not for instance the Firefox account used for instance by Sync

• How do I set up Sync on my computer?
  DO NOT RESET A "FIREFOX ACCOUNT" you will lose data

notifications@support.mozilla.org

Have you got anything in particular that is of importance in your forum questions or profile ? Any idea roughly when your last forum post may have been ?

• What is your user display name normally that is public and you should even be able to find that yourself.
• Do not state your support account email address on this public forum that is confidential.
• Did you use a different email address to register now compared with before ?
• If you know the email address you used try to confirm your username by using /users/forgot-username

Just as background information. This will not help you right now: but note with this forum software you can change settings, edit passwords and change the email address IF you are able to log in. There is a dropdown menu from your user display name on the top edge of the forum.

• This link should also work while logged in /users/edit

N.B. You problems may require the attention of an Admin. As a Site Mod I can resolve password and email issues on the new software, but not on the old software we are back on at the moment.

Also note we had an announcement up untill today saying

IMPORTANT ANNOUNCEMENT: We’re going through some system changes, that may have slowed responses to your questions. If you had asked a question in the last couple of months, please re-post it and the community will help you as soon as we can.

If you’ve registered after February 7th, please register again, the accounts on the previous site were not migrated to this temporary site. If you joined us before February 7, please reset your password if you have trouble logging into this temporary site.

I forgot what is probably the most important link, but one you have presumably tried the one to reset your password

https://support.mozilla.org/users/pwreset

Good morning and thank you for taking the time to respond. Firstly to Bruce, I followed the instructions and looked at my Profile folders. The Local folder contains 406Mb, the 2 mail ones I have contain 897Mb and 1.92Mb which combined is well short of 55Gb so I'm still a bit lost there. The screen shot I posted, I appreciate, is what Windows is saying the Program is taking up and I cannot believe Thunderbird occupies 55GB. You will see half way down the screenshot the Mozilla Thunderbird (same version etc) only takes up 83,7Mb. The difference being that the 55Gb version is (X86 en-GB) while the other smaller version is (x86en-US) Seem one version GB is massive and the US is tiny in comparison.

Secondly in reply to John99:- I have tried to reset all options from the Help, i'e, I have forgotten my Username, I have forgotten my Password etc. It asks for my email, and reports as having sent a link to my email address but nothing arrives. I have checked on my Webmail, Spam folders, Junk mail etc and nothing arrives anywhere. It accepts my Email address as I have created a new Username and Password using my original email address, and that is how I'm able to post here now. My original concern and reason for posting in the first place was the 2 versions of Thunderbird that are showing, one of which is massive in size, and that opened the other can of worms as regards trying to log into the Help site to report it! ;) Apart from that Thunderbird is working fine! Any more suggestions gratefully received thank you. Andy

Hi again Andy, What was the display name used previously ? do you remember ? Did you post previous questions using the other login details ? if so roughly when were those posted ? I know it should not happen and is inconvenient but it may not be too important sorting out the old login. You will know best if there was anything you are interested in accessing, but even if not logged in you should still be able to see and read any posts you made. (Some may temporarily be on a separate new but currently inactive Lithium forum)

Using the same email address for the old login and the new login may cause issues and that may need to be looked at by a Site Admin, unfortunately they often are busy and can take a few days to respond.

> I cannot believe Thunderbird occupies 55GB

I can't either - because the installers for en-GB and en-US are the same size.

You should check in Windows what that directory is using on disk. You will find either that the figure is in error, or something other than Thunderbird is taking up that disk space.

Hi John Yes I do know the Username and password that i used to be able to log into the forum as I write it all down in a black book. It recognises that my email is correct but if I use it to create a new forum password it says that the Username and Password are already in use! I would have created the account probably 2 or 3 years ago under the username "Ninjavaz" I could tell you what they are if that helps at all. I was not trying to look up old posts merely to ask the question why I have 2 different Thunderbird programs shown in Windows but the GB version is occupying 55Gb and the US version is only a fraction of it. I only have 1 version of Thunderbird that I access on my computer and would ideally like to uninstall the massive one but not sure how that would affect me. Is there anyway to tell out of the two which one is actually in use? Many thanks to Wayne too for jumping in here. any input is appreciated.

I failed to see that there were two different versions of Thunderbird installed.

Like Wayne said, you can look at the actual program folder to see the real size. I think that Windows is reporting the wrong size.

When you uninstall Thunderbird, it leaves behind the Profile folder. Then if you install Thunderbird again, it detects the existing profile and uses it. So feel free to uninstall one or both of those versions, and then install the version you want.

Just to be safe, you should backup the profile folder first. See instructions for that in the article I gave the link for above.

Good Morning Bruce, Thank you for your time in helping me. I have backed up my Profile (Mail) folder and will next try to uninstall the en-GB version in due course. Interestingly a Thunderbird update came through yesterday,(52.1.0), which only updated the en-US version not the huge version, I assume from that the other is not being used, and on checking my Programs folder, there is only 1 version of Thunderbird running on my computer. I enclose the latest screenshot of the programs listed as you can see the update only applied to one of them. I shall post what happens when I uninstall it and thank you all for your interest and help. Andy

Hi Andy, These are links to your original profile and question as seen by anyone logged in to the forum

• https://support.mozilla.org/en-US/user/Ninjavaz { /user/Ninjavaz }
• Tried all the suggestions but still have warning that Thunderbird Software update failed https://support.mozilla.org/en-US/questions/1062968 { /questions/1062968 }

Hopefully an Admin will step in and help you. If not then when we rollforward to the Lithium Forum software ask again in this thread or send me a PM and I will if required help you change usernames &/or gain access to the other profile account. (That may require that you have two distinct email addresses available one for each account)

On the new forum software I could for instance easily move your original question to be part of some other thread you post, or do similar with the current question.

Hi John Thank you very much. I assume that I can just continue with my new name and password anyhow now. My original issue was I could not log in under Ninjavaz and no amount or resetting password etc would result in any directions being sent to my inbox. I shall just continue as And1957 as the problem I posted under my old Username was sorted fine. I don't really want to use 2 seperate usernames as the new one works fine using my original email address anyhow. Cheers for your help and tenacity. Andy

Update on Memory, Gentlemen, after following all your input I have just uninstalled the Memory hogging version of Thunderbird and it indeed cleared 55Gb off the drive. It did not affect the version of Thunderbird I am running and now the Programs only occupy around 6Gb which is more reasonable. Thanks to everyone for their input, I have learned a lot from this and appreciate you taking the time to assist me. Andy

Note we will in due course roll forward back to the new Lithium forum software, I have no idea yet whether that will be in a few hours, or more likely a few days weeks or even months. It was an emergency contingency plan to rollback, and plans to roll forward still seem to be in discussion.

Just mentioning that because you may need to reset your password and I have no idea which username and display name it will initially use for you when we switch software again.

Hi John, I'm not sure what will happen to my Ninjavaz password than as it is currently not accepted and I have triggered the "I forgot my Password" link but never received anything to enable me to reset it. Will just have to wait and see when the time comes. The main issue with the 55Gb program is resolved which was my bigger concern. Best regards

Andy

You can usually ignore what Windows reports in the Windows Control Panel in case it is out of limits like in your case. I have seen this issue reported every now and then during the past years and this is usually caused by a Windows problem where Windows isn't able to calculate what is actually used. Back then there wasn't enough hard drive space and it was 32 bit architecture, so it was obvious that something was wrong, but nowadays with hard drive of 4 TB and more and 64 bit memory space it is not always easy to accept that this is way too much memory to be believable as being true. You can ignore it or uninstall and reinstall the application to see if that corrects this number.

Hi Cor -el Thank you for the reply. As the others suggested I removed the offending version that was reporting a 55Gb program size, Windows was happy and reduced the total memory usage by that amount with Thunderbird still functioning fine.My issue was that this computer has a small SSD and a 1Tb normal hard drive. I have tried to install most programs, and fortunately Thunderbird, on the bigger drive as the SSD is filling up rapidly since the forced introduction of Win10. All is fine now and I really appreciate all the help and time people have given up to help me. Andy

I recommend that you move your Thunderbird Profile folder to the big hard drive, so it doesn't fill up your small system SSD.

1. Find & open your Thunderbird Profile folder:

Select Help: Troubleshooting Information from the Thunderbird menu (either from the menu button , on the top right, or the normal menu at the top of the window.)

Under "Application Basics", beside "Profile Folder", click the "Show Profile" button.  This will open a window showing the contents of your Thunderbird Profile folder.

2. Quit Thunderbird, but keep that window open showing your Thunderbird Profile folder. You will need this in step 11 below.

3. Create a folder on your 1 TB drive called "E-mail".

4. Hold down the Windows key and press "R". In the run box that opens, type:

 thunderbird.exe -p

5. In the Profile Manager, click Create Profile.

6. Type in a new profile name. Don't name it "default" or "Default User" (that may cause problems). Use your imagination.

7. Click the Choose Folder button to choose where to set up the new profile. Choose the "E-mail" folder you created on your 1 TB drive.

8. After you click "Finish" select the new profile in Profile Manager. Then click "Start Thunderbird".

9. Thunderbird will start with nothing set. Click cancel on the windows that open, then close Thunderbird.

10. In that "E-mail" folder you created on the 1 TB drive, delete everything from the folder that Thunderbird just created.

11. Now go back to that window you opened in step 1 that shows the contents of the old profile folder. Copy everything from that folder to your new "E-mail" folder on the 1 TB drive.

12. Start Thunderbird. It will now be using your Profile folder on the 1 TB drive.

13. You can now delete the folder that was found in step 1, to save space.