Protection
Protection
Latest update breaks Thunderbird
After updating BDAV to 24.0.12.69 (from 24.0.9.52), Thunderbird crashes when trying to open it. Had to add Thunderbird.exe to Advanced Threat Defense exceptiion list to allow Thunderbird to open.
Environment: Windows 7 Pro (up to date), multiple computers, Thunderbird 68.2.2. BDAV system scan runs clean, including individual scan of thunderbird.exe.
Additional info:
Fails on 3 computers, all using same mail profile. Does not fail on 2 others which use different mail profiles (but with a lot less mail to open). One is Win7 Pro, other is Win10 Pro. Mail server in all cases is IMAP. Thunderbird was reinstalled, as a test, on one of the failing ones - did not fix it.
Also, on all systems: When opening Thunderbird, after it's been closed for a while, it says: "unable to connect to your IMAP server. You may have exceeded the maximum number of connections ...." but it seems to recover quickly. But this is only happening since the 24.0.12.69 update.
Comments
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It's a bit strange as Bitdefender Antispam is not compatible with IMAP email due to the fact that IMAP would require the anti-spam function to be in place server-side rather then on the user-side.
It may be that I misunderstood the situation and you do have an alternative POP3 email account. Let me know if that's the case.0 -
No, I don't have a POP3 account, nor do I want one. And I don't see where this is a Antispam issue.
To repeat:
1. thunderbird.exe is now seen by BDAV as a Threat, and crashes when it tries to open, although BD does not give any notification of a threat being blocked. I only found out by turning things off one at a time.
Since it only fails on systems having a lot of mail, maybe timing related, to how long TB takes to open fully??
2. The "unable to connect" occurs when opening Thunderbird, and occasionally during a session, after sitting idle for several minutes.
Again, both problems have only arisen since the BD Antivirus 24.0.12.69 update.
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My apologies for the misunderstanding. In order for us to further invesitgate the situation you are encountering, kindly email us at bitsy@bitdefender.com with the details provided above along with a support tool log.
Also, which module is blocking the program from running?
Once you email us, you will receive a support ticket number as a reply to your mail. Please provide me with the ticket number here once it's open.0 -
Alex, I sent the log, as requested, on Nov. 15, but have not received a reply yet.0 -
I have located your case, sorry for the delay, I was expecting your reply containing the support ticket number.
We will continue the investigation via the ticketing system.0 -
/index.php?/profile/211912-alex-d/&do=hovercard" data-mentionid="211912" href="<___base_url___>/index.php?/profile/211912-alex-d/" rel="">@Alex D. This the number 4 crash for THunderbird 68 tracked at https://bugzilla.mozilla.org/show_bug.cgi?id=1591787 and so it is an urgent support issue that requires direct attention by your developers.
What is the status of the ticket mentioned on Nov 18?0 -
33 minutes ago, Wayne said:
/index.php?/profile/211912-alex-d/&do=hovercard" data-mentionid="211912" href="<___base_url___>/index.php?/profile/211912-alex-d/" rel="">@Alex D. This the number 4 crash for THunderbird 68 tracked at https://bugzilla.mozilla.org/show_bug.cgi?id=1591787 and so it is an urgent support issue that requires direct attention by your developers.
What is the status of the ticket mentioned on Nov 18?
Resolved. I had 2 issues. The crash on opening was fixed by reinstalling Thunderbird. The "unable to connect to server" was fixed by adding an exception.0 -
1 minute ago, chrisj said:
Resolved. I had 2 issues. The crash on opening was fixed by reinstalling Thunderbird. The "unable to connect to server" was fixed by adding an exception.
Just to be clear, you actually had a ticket assigned to you and they didn't issue a fix in the product?
I ask, because both of the things you mention are workarounds, not fixes.
Thanks0 -
3 minutes ago, Wayne said:
Just to be clear, you actually had a ticket assigned to you and they didn't issue a fix in the product?
I ask, because both of the things you mention are workarounds, not fixes.
Thanks
That's correct. But to clarify: I have T'bird on multiple computers, but the crash on opening only happened on a couple of them, probably leftover junk from previous updates (original install was over 3 yrs ago). The unable to connect also didn't happen on all of them - only those using AOL mail - Gmail did not have the problem.
I have had no more problems; BDAV has since updated to 24.0.14.85.0 -
Just to be clear, are you currently encountering the error reported by chrissj?0 -
Not me personally. I am involved the bug report at https://bugzilla.mozilla.org/show_bug.cgi?id=1591787 where approximately 400 people per day are crashing THunderbird https://crash-stats.mozilla.com/signature/?product=Thunderbird&signature=atcuf32.dll | mozilla%3A%3APreferences%3A%3ARegisterCallbackAndCall&date=>%3D2020-01-08T17%3A19%3A00.000Z&date=<2020-01-09T17%3A19%3A00.000Z0 -
I'm also encountering the same issue. Already updated Thunderbird to latest 68.4 and still crash. Tried excluding thunderbird.exe still crash. Exclude the whole thunderbird folder then can use thunderbird.0 -
Waiting for vstegaru0 -
/index.php?/profile/211912-alex-d/&do=hovercard" data-mentionid="211912" href="<___base_url___>/index.php?/profile/211912-alex-d/" rel="">@Alex D. I just had one user tell me "I tried to use the Bitdefender support tool, but it seems that since I have the free version, it does not give me the option to reproduce the issue."0
