Thunderbird/Support/Troubleshooting Checklist

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Checklist in wikimedia format for this wiki and for SUMO

Checklist in markdown format Matrix and elsewhere

* 1. Try [Thunderbird Troubleshoot Mode](https://support.mozilla.org/en-US/kb/troubleshoot-mode-thunderbird). If you are on Windows, and if Thunderbird troubleshoot mode doesn't help, also try [Windows Safe Mode](https://support.microsoft.com/en-us/windows/windows-startup-settings-1af6ec8c-4d4a-4b23-adb7-e76eef0b847f)
* 2. Try disabling all 3rd party software including anti-virus, firewall etc 
* 3. Copy/paste TB troubleshooting information (Thunderbird app menu ☰ -> Help -> 
Troubleshooting information) into your SUMO question (or bugzilla bug but if you haven't done this checklist you should probably be asking the question on SUMO (or your locale's forum see https://wiki.mozilla.org/Thunderbird/Support/Community_support_based_on_languages  e.g. Mozilla Italia, http://forum.mozillaitalia.org/index.php?board=32.0 , before filing a bug; currently only Dutch and English are supported on SUMO) 
* 4. If 3. doesn't help, and you are somewhat technical and have some time,  then try getting Thunderbird logs. See https://wiki.mozilla.org/MailNews:Logging

Checklist in markdown

  • 1. Try [Thunderbird Troubleshoot Mode](https://support.mozilla.org/en-US/kb/troubleshoot-mode-thunderbirdThunderbird)
  • 2. Try disabling all 3rd party software including anti-virus, firewall etc
  • 3. if 1. and 2. don't work, try removing all add-ons because web experiment add-ons can be pesky :-)
  • 4. copy/paste TB troubleshooting information (Thunderbird app menu `☰` -> `Help` -> `Troubleshooting information`) into your SUMO question (or bugzilla bug but if you haven't done this checklist you should probably be asking the question on SUMO before filing a bug)
  • 5 If 4. doesn't help, and you are somewhat technical and have some time, then try getting Thunderbird logs. See https://wiki.mozilla.org/MailNews:Logging

How to get Thunderbird logs in Windows:

You can open a command prompt (not powershell) and use the following:

set MOZ_LOG=timestamp,IMAP:5 set MOZ_LOG_FILE=output.txt "C:\Program Files\Thunderbird Daily\thunderbird.exe" -no-remote -profile "C:\Users\<USER>\AppData\Roaming\Thunderbird\Profiles\<PROFILE>"

There is more detail here: https://wiki.mozilla.org/MailNews:Logging?_gl=1*1v8k5z8*_ga*MTI5ODQ1ODk5OS4xNzE1NjA1NTQz*_ga_2VC139B3XV*czE3NTMyMTM4Mzgkbzc0JGcwJHQxNzUzMjE0MjY3JGo2MCRsMCRoMA..#Gecko_Logging

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