Thunderbird/Support/Troubleshooting Checklist

Checklist in wikimedia format for this wiki and for SUMO (click edit, copy the wikitext source and paste into SUMO)

• 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, French 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 [https://support.mozilla.org/kb/troubleshoot-mode-thunderbird Thunderbird Troubleshoot Mode] If you are on Windows, and if Thunderbird troubleshoot mode doesn't help, also try Windows Safe Mode
• 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.

Checklist in markdown format for Matrix and elsewhere

- 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