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Folders not visible after TB 102 upgrade

  • 39 uphendule
  • 8 zinale nkinga
  • 84 views
  • Igcine ukuphendulwa ngu Wayne Mery

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Yesterday (26-Aug-2022)Thunderbird 102 upgrade was applied. After upgrade, no folders are visible. I can not view emails.

Yesterday (26-Aug-2022)Thunderbird 102 upgrade was applied. After upgrade, no folders are visible. I can not view emails.
Ama-screenshot ananyekiwe

Isisombululo esikhethiwe

@sanjay87908036 With a similar situation and having tried all suggestions offered to you and others, I had success by creating a new profile and then importing the old one. Some issues but it worked, see my thread: https://support.mozilla.org/en-US/questions/1392711

Best of luck and sympathy for your plight.

Funda le mpendulo ngokuhambisana nalesi sihloko 👍 0

All Replies (20)

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Do you have a language pack installed or a non en_US version of Thunderbird?

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I had the same issue. Enabling Troubleshoot mode seems to have restored the missing email and folders. This disables all add-ons.

I had IMAP and no language pack while using a US version on Mac OS 12.5.1.

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Eric Leonardson said

I had the same issue. Enabling Troubleshoot mode seems to have restored the missing email and folders. This disables all add-ons.

It does that and more while in troubleshooting mode. The disabling is temporary, unless you explicitly select the button to make it permanent.

Okulungisiwe ngu Matt

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No I am not using language pack. Non US version, I am not sure. Attachment may give more info.

Tried troubleshoot mode also. Issue was not resolved.

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what appears in the accounts part of the Troubleshooting information?

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I have copied some inf from troubleshoot. I have some observation. I added a new mail account. After adding I could view all my previous accounts, folders and mails. Then I closed TB application. But after opening TB again, the same issue is observed. All folders and mails are invisible.

Thanks for your help.


Application Basics Name Thunderbird Version 102.2.0 Build ID 20220822195114 Distribution ID Update Channel release User Agent Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:102.0) Gecko/20100101 Thunderbird/102.2.0 OS Windows_NT 10.0 22000 OS Theme Launcher Process Enabled Multiprocess Windows 0/0 Fission Windows 0/0 Enabled by default Remote Processes 2 Enterprise Policies Inactive Google Location Service Key Missing Google Safebrowsing Key Missing Mozilla Location Service Key Missing Safe Mode false Memory Size (RAM) 5.9 GB Disk Space Available 172 GB Mail and News Accounts ID Incoming server Outgoing servers Name Connection security Authentication method Name Connection security Authentication method Default? account2 (none) Local Folders 0 3 account7 (pop3) pop.googlemail.com:995 3 3 smtp.googlemail.com:465 3 3 true account8 (pop3) pop.mail.yahoo.com:995 3 10 smtp.mail.yahoo.com:465 3 10 true account16 (pop3) pop.gmail.com:995 3 10 smtp.gmail.com:465 3 10 true account20 (pop3) pop.gmail.com:995 3 10 smtp.gmail.com:465 3 10 true account31 (imap) imap.gmail.com:993 3 10 smtp.gmail.com:465 3 10 true Calendar Settings Crash Reports for the Last 3 Days Report ID Submitted Remote Processes Type Count Web Content 1 / 8 GPU 1 Add-ons Name Type Version Enabled ID Amazon.com extension 1.1 true amazondotcom@search.mozilla.org Bing extension 1.0 true bing@search.mozilla.org DuckDuckGo extension 1.0 true ddg@search.mozilla.org Google extension 1.0 true google@search.mozilla.org Wikipedia (en) extension 1.0 true wikipedia@search.mozilla.org Mail Merge extension 8.4.0 false mailmerge@example.net Manually sort folders extension 2.2.1 false tbsortfolders@xulforum.org Quicktext extension 5.2 false {8845E3B3-E8FB-40E2-95E9-EC40294818C4} Security Software Type Name Antivirus Quick Heal Total Security Antispyware Firewall Graphics Features Compositing WebRender Asynchronous Pan/Zoom wheel input enabled; scrollbar drag enabled; keyboard enabled; autoscroll enabled; smooth pinch-zoom enabled WebGL 1 Driver WSI Info EGL_VENDOR: Google Inc. 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(AMD) -- ANGLE (AMD, AMD Radeon(TM) Vega 3 Graphics Direct3D11 vs_5_0 ps_5_0, D3D11-27.20.21034.37)

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Please check Tools > Dev Tools > Error Console for errors - post a screen shot of the logging during startup.

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Screenshot of Error log is attached. Thanks for help

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Hi Sanjay had the same problem your suggestion "I have some observation. I added a new mail account. After adding I could view all my previous accounts, folders and mails." It helped and still works. Thanks a enormous lot I have over 7 years of emails that suddenly disappeared after update 102. Other PC same issue 4 weeks ago not afther the update but spontaneously. I tried re installing thunderbird after removing it but the issue continued even in the new thunderbird install. This is a very, very nasy and serious problem I hope the Mozilla programmers wil locate the origin of is soon, very unacceptable! Puts my trust in the program at a zero level. Already activated windows mail to intercept future data loss. Kind regards,

Bram de Gruijter

Okulungisiwe ngu bramhugodegruijter

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Hi Bram, Hope support team will address the issue soon.

Till then work around is to delete and add new email account on every TB startup.

Regards.

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It is possible Thunderbird is opening on the correct profile but has lost the knowledge of where to look for all the data - mail accounts etc. So check the 'prefs.js' file.

Please check the following and post the required image.

Menu icon > Help > More TRoubleshooting Information Under 'Application Basics' about half way down is 'Profile Folders' - click on 'Open Folder' In mac this might be called 'Open Finder' It opens a new window showing the contents of the 'profile name' folder.

Set up View so we see columns eg: Name, Type, Size, Modified date and make sure the extensions are also showing. Scroll down to the 'prefs.js' file How many 'prefs.js' files do you see some may have numbers ? Please Post image showing all the 'prefs.js' files. I'm trying to find out if these incidents are related to the 'prefs.js' file so images will help with collecting info on what is going on.

The one called 'prefs.js' is the one currently in use. If it's size is low eg: 8kb then it is like a new one - no mail account data. The one with the highest number will be the previously used pref file, it may have a size closer to eg: 90kb.

  • Exit Thunderbird.
  • Rename 'prefs.js' to 'prefs.js.old'
  • Rename the 'prefs-x.js' (where x is the highest number and file has good size' ) to 'prefs.js'
  • Start Thunderbird.
  • Report on results
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Hi Toad, Screenshot of page showing prefs.js is attached.

I renamed it and used another prefs file whose size was 57KB. But restart TB, I still can not see the folders and file.

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  • Menu icon > Help > More TRoubleshooting Information
  • Under 'Application Basics' about half way down is 'Profile Folders' - click on 'Open Folder'
  • In mac this might be called 'Open Finder'

It opens a new window showing the contents of the 'profile name' folder.

  • Exit Thunderbird.

re : Screenshot of page showing prefs.js is attached.

The 'prefs.js' file as shown in image has a good size of 93KB, which means it is good and will contain mail accounts etc. There was no need to try another - If it had said size was small like 8KB then it was worth trying one of much larger size. So, please revert to that original 'prefs.js' file as it will contain a lot more information and files - revert /swap back the folder names.

Whilst in the 'profile name ' folder, delete the following files:

  • folderCache.json
  • folderTree.json
  • session.json
  • xulstore.json

Start Thunderbird.

Okulungisiwe ngu Toad-Hall

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Hi Toad,

I performed above steps. But still can not see the folder and mail. Screen shot of profile holder attached.

After starting TB, I deleted one email account and re-adding. Then I can see ALL folders and mails. Screen shot of profile holder attached in second attachment.

Thanks for support.

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Thanks for the feedbaclk - glad to hear all ok again.

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Hi Toad,

Problem is not resolved. On every TB startup folders are still not visible.

Workaround I use is to delete and add again one email account on every TB startup to view all folders. Hope some solution will be found.

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What addons have you got installed in Thunderbird? Do you use QuickFolders ?

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At present no addons are installed. I do not use QuickFolders.

After the problem appeared, I run troubleshoot mode and disabled all addons.

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Do you have any software that cleans up files installed like CCleaner or WiseCleaner or even some Anti-virus products offer this as well ?

If yes, please make the Thunderbird profile folder exempt from scanning etc from those products and do it in Anti-virus as well.


Really weird that it did not work for you - sounds like files are not updating - because I do have other people reporting Exit Thunderbird first and delete the following files:

  • folderCache.json
  • folderTree.json
  • session.json
  • xulstore.json

Did work for them.

Please try again, after setting Thunderbird profile exempt from scanning, just in case it was due to prefs being renamed at same time.

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I did following steps:

       Exempt QuickHeal Antivirus software from scanning mailboxes.
       Delete the four files given by you
       Restart Laptop and start TB.

But I am still facing same issue.

Regards.

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