Thunderbird/Support/Troubleshooting Checklist

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Checklist in wikimedia format for this wiki and for SUMO

Checklist in markdown format for 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

- 0\. First and foremost, please file a SUMO support question with what you did, what you expected, what happened, what version of Thunderbird. 90% of the time unless you are super technical and have a super edge case :-) it's NOT an actual software bug but something else that our wonderful volunteer worldwide community (who answer most of the support forum questions) can help with. 

 - For Thunderbird for Android, SUMO forum support is only available in English: <https://support.mozilla.org/questions/new/thunderbird>
 - For Desktop, SUMO is available in English, Dutch, Turkish, Serbian, Slovenian, Brazilian Portuguese, Italian, Hungarian, Finnish, Spanish and Czech:
   <https://support.mozilla.org/questions/new/thunderbird-android>
 - [German](http://www.thunderbird-mail.de/wiki/Hauptseite), [French](http://forums.mozfr.org/viewforum.php?f=4) and other languages have volunteer run support forums which have worked well for decades:
   <https://wiki.mozilla.org/Thunderbird/Support/Community_support_based_on_languages#Non_English_Thunderbird_Support_Forums> has a list of those forums

- 1\. For Thunderbird Desktop (not applicable to Android and iOS) --> Try [Thunderbird Troubleshoot Mode](https://support.mozilla.org/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\. For Thunderbird Desktop (not applicable to Android) --> 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
- 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> for Desktop. Android uses normal Android 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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