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After updating Thunderbird to v60, it crashes every time I open it. @ PLDHashTable::Iterator::Iterator | gfxPlatformFontList::CleanupLoader

Kuphostiwe

I just updated TB from v52.9.1 to v60.3.0. I can open TB & about 30-60 seconds later is crashes. Even when I'm not doing anything with it. Just open it & let it sit there. I have multiple crash report IDs, here are the most recant 2: bp-c5d8aeef-56c9-4530-afe6-a6dc70181107 bp-460ba08c-2084-4bbf-93ad-0167f0181107

I've tried starting TB is safe mode with all add-in disable & it still crashes. By crash, I mean closes instantly & opens the crash reporter dialog. Any help would be greatly appreciated as this is stating to happen to multiple people in our office as TB auto-updates.

I just updated TB from v52.9.1 to v60.3.0. I can open TB & about 30-60 seconds later is crashes. Even when I'm not doing anything with it. Just open it & let it sit there. I have multiple crash report IDs, here are the most recant 2: bp-c5d8aeef-56c9-4530-afe6-a6dc70181107 bp-460ba08c-2084-4bbf-93ad-0167f0181107 I've tried starting TB is safe mode with all add-in disable & it still crashes. By crash, I mean closes instantly & opens the crash reporter dialog. Any help would be greatly appreciated as this is stating to happen to multiple people in our office as TB auto-updates.

Okulungisiwe ngu Wayne Mery

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  • I-ejenti Engumsebenzisi: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/70.0.3538.77 Safari/537.36

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Wayne Mery
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601 izisombululo 5748 izimpendulo
Kuphostiwe

Both crashes you posted are @ PLDHashTable::Iterator::Iterator | gfxPlatformFontList::CleanupLoader - which is a rare crash (but that's no consolation)

Please post a crash ID for one that has TB started in safe mode

Both crashes you posted are @ PLDHashTable::Iterator::Iterator | gfxPlatformFontList::CleanupLoader - which is a rare crash (but that's no consolation) Please post a crash ID for one that has TB started in safe mode
sfhowes
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1849 izisombululo 9168 izimpendulo
Kuphostiwe

I notice you're using Sophos AV, so disabling its action on email is the first thing I'd try - or run in Windows safe mode to bypass it at startup.

I notice you're using Sophos AV, so disabling its action on email is the first thing I'd try - or run in Windows safe mode to bypass it at startup.

Umnikazi wombuzo

Thanks for the replies. Here's the crash ID with TB Safe mode: bp-6eb2f79e-f9c4-42cb-8ee3-249db0181107

I'll try in Windows Safe mode next

Thanks for the replies. Here's the crash ID with TB Safe mode: bp-6eb2f79e-f9c4-42cb-8ee3-249db0181107 I'll try in Windows Safe mode next
Matt
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3369 izisombululo 23350 izimpendulo
Kuphostiwe

There appears to be a sophos module for ransomeware protection in the crash report and well as buffer overrun protection.

Can you try disabling sophos and see if there is a cessation of crashes?

Sophos is the only non Mozilla, non Microsoft libraries I can see in the crash report. As the number of crashes reported is low I am just looking for unique things.

Having said that a corrupt font/ non standard font like a corporate logo or corporate font might be an issue.

This other support thread is for the same issue IMO. https://support.mozilla.org/en-US/questions/1230552

There appears to be a sophos module for ransomeware protection in the crash report and well as buffer overrun protection. Can you try disabling sophos and see if there is a cessation of crashes? Sophos is the only non Mozilla, non Microsoft libraries I can see in the crash report. As the number of crashes reported is low I am just looking for unique things. Having said that a corrupt font/ non standard font like a corporate logo or corporate font might be an issue. This other support thread is for the same issue IMO. https://support.mozilla.org/en-US/questions/1230552
Matt
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3369 izisombululo 23350 izimpendulo
Kuphostiwe

Oops, spend to much time looking SNAP

Oops, spend to much time looking SNAP

Umnikazi wombuzo

Matt said

This other support thread is for the same issue IMO. https://support.mozilla.org/en-US/questions/1230552

Actually, our firm helped setup the network/server for tmitten's firm. Our setups a very similar, except they use a different anti virus then us, so I don't think it's the AV. It's possible that we do have similar fonts though. Another similarity, is we use an in-house Linux mail server to store public shared emails. After updating to V60, I also noticed that we couldn't "Subscribe" to any of our public email folders. I'm not sure if this is related to the crash or not. I as going to post it as a new case after I got the crash fixed, but now they seem related. See attached screen shots.

''Matt [[#answer-1170741|said]]'' <blockquote> This other support thread is for the same issue IMO. https://support.mozilla.org/en-US/questions/1230552 </blockquote> Actually, our firm helped setup the network/server for tmitten's firm. Our setups a very similar, except they use a different anti virus then us, so I don't think it's the AV. It's possible that we do have similar fonts though. Another similarity, is we use an in-house Linux mail server to store public shared emails. After updating to V60, I also noticed that we couldn't "Subscribe" to any of our public email folders. I'm not sure if this is related to the crash or not. I as going to post it as a new case after I got the crash fixed, but now they seem related. See attached screen shots.
Wayne Mery
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601 izisombululo 5748 izimpendulo
Kuphostiwe

On the off chance that it helps, please try the beta and see if any issues go away. https://www.thunderbird.net/en-US/channel/

On the off chance that it helps, please try the beta and see if any issues go away. https://www.thunderbird.net/en-US/channel/

Umnikazi wombuzo

Here's the latest crash report from Windows Safe Mode, TB Safe Mode & the Public folder acct. removed. bp-22a1c9ef-c256-4ec0-81bc-6cc270181107

So, I'm going to look into fonts next...

Here's the latest crash report from Windows Safe Mode, TB Safe Mode & the Public folder acct. removed. bp-22a1c9ef-c256-4ec0-81bc-6cc270181107 So, I'm going to look into fonts next...

Umnikazi wombuzo

OK, I've tried everything & it's still crashing... I updated to beta v64, removed as many of the non-standard fonts that I could find. Booted in Windows Safe Mode & TB Safe Mode. Made sure Sophos was totally disabled & still crashes. ID: bp-1f7de0a6-d83b-4c2f-900f-e9a340181108

Any other suggestions...?

OK, I've tried everything & it's still crashing... I updated to beta v64, removed as many of the non-standard fonts that I could find. Booted in Windows Safe Mode & TB Safe Mode. Made sure Sophos was totally disabled & still crashes. ID: bp-1f7de0a6-d83b-4c2f-900f-e9a340181108 Any other suggestions...?
Matt
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3369 izisombululo 23350 izimpendulo
Kuphostiwe

Only one and I hold little hope.

Reverse the setting on the hardware acceleration on options > advanced > general

What s the mail server you are using on linux?

Only one and I hold little hope. Reverse the setting on the hardware acceleration on options > advanced > general What s the mail server you are using on linux?

Umnikazi wombuzo

Thanks for the reply. I tired the hardware acceleration & it didn't help. I've removed the acct. that links to the Linux mail server & that didn't help either, but it's running Dovecot.

Thanks for the reply. I tired the hardware acceleration & it didn't help. I've removed the acct. that links to the Linux mail server & that didn't help either, but it's running Dovecot.
sfhowes
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1849 izisombululo 9168 izimpendulo
Kuphostiwe

Are you by any chance using an LDAP address book (Tools/Options/Composition/Addressing/Address Autocompletion)?

Are you by any chance using an LDAP address book (Tools/Options/Composition/Addressing/Address Autocompletion)?

Umnikazi wombuzo

sfhowes said

Are you by any chance using an LDAP address book (Tools/Options/Composition/Addressing/Address Autocompletion)?

YES, It's not showing up for me in v60+, but if I look at someone else's computer that hasn't updated yet, yes we have it configured in our preferences...

''sfhowes [[#answer-1170999|said]]'' <blockquote> Are you by any chance using an LDAP address book (Tools/Options/Composition/Addressing/Address Autocompletion)? </blockquote> YES, It's not showing up for me in v60+, but if I look at someone else's computer that hasn't updated yet, yes we have it configured in our preferences...

Umnikazi wombuzo

and the "tmamail" is the dovecot mail server.

and the "tmamail" is the dovecot mail server.
sfhowes
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1849 izisombululo 9168 izimpendulo
Kuphostiwe

Not saying LDAP is the cause, but there are bugs associated with it, so as a test it might be worth seeing if unchecking 'Directory Server' on all affected computers makes any difference.

Not saying LDAP is the cause, but there are bugs associated with it, so as a test it might be worth seeing if unchecking 'Directory Server' on all affected computers makes any difference.

Umnikazi wombuzo

Well disabling the LDAP Directory Server didn't help, but I backed up my profile folder & then deleted it & had it recreate a new one. Then added my main acct. back in & so far it's working fine. I'm going to star adding sections of my old prefs back in & try to see what makes it crash...

Well disabling the LDAP Directory Server didn't help, but I backed up my profile folder & then deleted it & had it recreate a new one. Then added my main acct. back in & so far it's working fine. I'm going to star adding sections of my old prefs back in & try to see what makes it crash...

Umnikazi wombuzo

I've tracked down the crash to this 1 line in my prefs.js file: user_pref("font.default.x-western", "arial");

I've reproduced it multiple times on my computer by removing it & not crashing & adding it back in & having it crash. I also tested on 1 other computer in the office with the same results. Can someone try adding it to their prefs & see if it's crash for you? It takes 1-2 min. after opening before the crash.

So why would setting the default font cause the crash?

I've tracked down the crash to this 1 line in my prefs.js file: '''user_pref("font.default.x-western", "arial");''' I've reproduced it multiple times on my computer by removing it & not crashing & adding it back in & having it crash. I also tested on 1 other computer in the office with the same results. Can someone try adding it to their prefs & see if it's crash for you? It takes 1-2 min. after opening before the crash. So why would setting the default font cause the crash?
Matt
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3369 izisombululo 23350 izimpendulo
Kuphostiwe

Can you track down the actual Arial font file your system is using and check that it is a Unicode font. Some are not unfortunately.

Can you track down the actual Arial font file your system is using and check that it is a Unicode font. Some are not unfortunately.

Umnikazi wombuzo

How do I check if it's Unicode?

How do I check if it's Unicode?
sfhowes
  • Top 10 Contributor
1849 izisombululo 9168 izimpendulo
Kuphostiwe

bralphs said

I've tracked down the crash to this 1 line in my prefs.js file: user_pref("font.default.x-western", "arial"); I've reproduced it multiple times on my computer by removing it & not crashing & adding it back in & having it crash. I also tested on 1 other computer in the office with the same results. Can someone try adding it to their prefs & see if it's crash for you? It takes 1-2 min. after opening before the crash. So why would setting the default font cause the crash?

On my TB 60.3 setup, the preference font.default.x-western has the default value sans-serif. In Tools/Options/Display/Formatting/Fonts & Colors/Advanced, this is the setting for Proportional, i.e. Sans Serif or Serif. The specific sans serif font is defined in the Sans-serif box, Calibri in my case. But it could be Arial. I don't know how the pref. in your case became a specific font rather than a font type.

''bralphs [[#answer-1171098|said]]'' <blockquote> I've tracked down the crash to this 1 line in my prefs.js file: '''user_pref("font.default.x-western", "arial");''' I've reproduced it multiple times on my computer by removing it & not crashing & adding it back in & having it crash. I also tested on 1 other computer in the office with the same results. Can someone try adding it to their prefs & see if it's crash for you? It takes 1-2 min. after opening before the crash. So why would setting the default font cause the crash? </blockquote> On my TB 60.3 setup, the preference ''font.default.x-western'' has the default value ''sans-serif''. In Tools/Options/Display/Formatting/Fonts & Colors/Advanced, this is the setting for Proportional, i.e. Sans Serif or Serif. The specific sans serif font is defined in the Sans-serif box, Calibri in my case. But it could be Arial. I don't know how the pref. in your case became a specific font rather than a font type.