Thunderbird update will not start

[realcav]

Secunia suggested I update Thunderbird (tb). I downloaded the latest edition but it won't start. I rebooted and totally shut down the machine (Dell running XP SP3) with no effect.

[realcav]

Correction, the problem is on a desktop emachines T2482 not the Dell (another story).

[Mister2]

Hi realcav,

What version did you download?
I updated after a Secunia online scan.  It suggested I update to v3.0.6 (which I was already running) but I went for v3.1.6 from here - http://www.mozillamessaging.com/en-GB/thunderbird/

v3.0.6 is available here - http://www.filehippo.com/download_thunderbird/8005/
I suggest you copy your Thunderbird Profile folder first as a precaution against overwriting your messages while we get this one sorted out.

[realcav]

Hello Mister2 and thank you in advance for your help. I just finished a marathon session with Hoov to clear up an issue on my laptop and now this on my desktop. I'm feeling quite the amateur.
  As I've said, I updated Thunderbird (tb) by clicking on the Solution button on Secunia and installed tb. I'm not sure which version but it worked OK. The next day when I booted up my machine Secunia again told me I needed to update tb . figuring there were new updates available I installed tb again (the 3.1.6 version). At this point it became unable to load.
  I can go to Programs>Thunderbird>Profiles>and it gives me an option to choose one of two profiles and start tb. Neither profile will start tb and it tells me it's busy and choose another profile.
  I have saved both profiles and am ready to be guided through this quagmire.

[Mister2]

Seems you are getting kicked from all sides at the moment!
I'm thinking that, although Mozilla claim this version can be installed over the top of an existing version, that may not be correct in all cases.  Mine froze the first couple of times I used it, but behaves itself now.

Finding 2 profiles under the Programs folder concerns me a little - not unheard of, but a bit unusual.  Try the following method of backing up - I want to make sure we don't lose anything.

Download MozBackup.  Double click the downloaded file (named MozBackup-1.4.10-EN.exe) to install.
Now run MozBackup (Thunderbird must be closed to allow a backup to be made), select Thunderbird when prompted, accept the default location for the backup (it will be saved in your My Documents folder) and answer No to password protection.  On the next screen check anything you can except 'Accounts settings only'.  Click Next and wait while the backup is performed, then click Finish.

Repeat this for the other profile if there is more than one showing in the box.
(If you use the Firefox browser then you can use MozBackup to backup this profile, too).

Next, download CCleaner - you want the Slim build at the bottom of the page.  Install it.

Then:

1.  Uninstall Thunderbird via Add/Remove Programs and reboot the computer.

2.  Run CCleaner, go to Options and click the Settings tab, then click Advanced.  Uncheck the box against 'Only Delete Files in Windows Temp Folders Older than 24 Hours' and click OK.  Go back to the Cleaner tab, make sure there are no browser windows open and click Run Cleaner.  Close the CCleaner window when finished and reboot again.
Please note that running CCleaner will force you to enter login and password details for any sites which require them.  Make sure you know them!

3.  Install Thunderbird 3.1.6 again, choosing not to set up any accounts if asked.  Close TBird and run MozBack again, but this time select Restore and restore the profile backup.  See if Thunderbird behaves itself this time.

If you get stuck with any of that then please shout up and we will sort it out.
Let me know how it goes.

[realcav]

Not sure which version of ccleaner v.3.00.1310 or v 3.00 ?

[realcav]

I found the 'Slim' version of ccleaner and installed it. It's running now on the desktop. I fouled up by not rebooting after uninstalling tb. will that make a difference?

[realcav]

No joy. TB would not start so I went thru the excercise again rebooting after uninstalling tb. Still nothing. The profiles are restored as they were originally . Attached is a sceenshot. The highlighted file is where everything I want restored is located. I'm wondering if all the other stuff is confusing the poor thunderbird?

[realcav]

Like I said, screenshot is attached. ;o)

[Mister2]

The 'not rebooting' part will not have affected anything.  When a program is uninstalled it sometimes happens that certain files cannot be removed until the next reboot.  By rebooting before running CCleaner I was trying to avoid a possible situation where CCleaner managed to remove a file that Windows had logged for removal after reboot, thus causing an error message and other confusion.  This didn't happen, so we are good to proceed.

While your profile does seem to have a lot of files and folders in there, I'm not convinced that is the problem.  The folders named pop-server.cfl.rr.com (and so on) relate to different email accounts.  Judging by the names, I would guess that the same account has been created (or partially created and then deleted) several times - I have done that myself.  Tbird tends to rename the redundant folders rather than remove them.  The .sbd folders are somthing I have never seen before, but they are can be created in some circumstances.

So, what we need to do now is to isolate the problem - Tbird or profile.

Boot into Safe Mode (turn your system on and immediately start tapping the F8 key, ignoring any beeps and squawks this causes.  When you see the menu on a black background use the cursor keys to highlight Safe Mode and press Enter).  Log into an Administrator account and wait until your system has fully booted before continuing.  Now see if Tbird will open.  If it will then there is probably a software conflict we need to sort out.

If that doesn't work, reboot into normal mode, remove Tbird and run CCleaner as before (I know it's a pain, but it may be that the latest update is causing the problem).  Then install Tbird v3.0.6 (if you don't have it on this system already you can get it from here).  Don't set up any accounts when prompted, and don't restore  your profile yet.  Let me know if that version opens correectly.

If all seems well, restore your profile using MozBack and check if everything functions properly.

[realcav]

Booted in safe mode, went to Start>All Programs>Thunderbird where it gave me the option of TB or TB Safe mode. I went with safe mode first and was asked to import from Outlook or not to import, I picked don't import and that's where it stopped. Went with regular mode next with the same result.
  Uninstalled tb rebooted ran ccleaner and rebooted again.
  Installed TB 3.0.6 and when asked at Finish if I wanted to open TB I said yes. It uploaded the profile without my prompt. It seems to be working OK although with a different layout than I'm used to. It bothers me when they present so much stuff on top that the message window is about four lines at the bottom of the screen.

[realcav]

Tried to send mail and got this 'Sen Message Error'
 "Sending of message failed.
An error occurred sending mail: Unable to authenticate to SMTP server smtp-server.cfl.rr.com. It does not support authentication (SMTP-AUTH) but you have chosen to use authentication. Uncheck 'Use name and password' for that server or contact your service provider."

[Mister2]

At least it seems to be staying open.  I'm just wondering if those other account folders in your screenshot may be affecting something.

Try creating a new account (Tbird, Tools, Account Settings, Account Actions, Add mail account):

- Enter your name, email and password then click Continue. It would be helpful to make your name 'unique'.  For example, use an underscore instead of a space - we can change it later
- Click Stop when Tbird tries to auto-configure the account
- Enter pop-server.cfl.rr.com as the incoming server and smtp-server.cfl.rr.com as the outgoing server, and make sure 'POP' is selected in the dropdown box (not IMAP)
- Click Re-Test Configuration.  Roadrunner is in the Mozilla database of known service providers, so it should automatically retrieve the correct account settings
- Click Create Account to finish

Now go back into Account Settings, click on the Outgoing Server (SMTP) entry in the left pane and make sure the new account is set as default in the right pane.
Close Account Settings, close Tbird and re-open it.

If that doesn't work (and I think it will) then open Account Settings again, click Server Settings under the new account and temporarliy set Connection Security to None.  Try sending a message, then reset to whatever it was before.  Let me know what happens.  Sorry I can't be more specific on the settings side of things, but the RR site insists on asking me which city I live in before I have chance to read it.  The page is here if you want to take a look.

[realcav]

I got as far as - Click Create Account to finish and when I did I got a warning about having no encription clicked OK anyway.
  When I click on the Outgoing Server (SMTP) it shows my regular email address. Do I type in the new acct. Also I don't see it as an account in the left pane of the regular window.

[realcav]

Brighthouse network---Florida---Central Florida /Orlando