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TB crashes all times

User Help for Mozilla Thunderbird
YossiN
 
Posts: 36
Joined: December 28th, 2004, 4:53 am

Post Posted January 12th, 2020, 11:36 am

from the day I upgraded to windows 10, TB is crashing all the time

it happens mainly when trying to open attachments, but it can happen be itself with no warning

attached the crash report

why is it so?

how do I solve it?

thanks

------------------------

https://crash-stats.mozilla.com/report/ ... 9e10200112

Crash Reason EXCEPTION_ACCESS_VIOLATION_EXEC

Crash Address 0x1800ae090
Last edited by YossiN on January 12th, 2020, 1:10 pm, edited 1 time in total.

tanstaafl
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Post Posted January 12th, 2020, 12:38 pm

Your post doesn't have a link to the crash report. Was "enable crash reporter" checked in tools -> options -> advanced -> data choices? You can get the crash id from help -> troubleshooting information -> "crash reports for the last 3 days".

What version of Thunderbird are you using? 68.4.1? 60.9.1?

See if the problem also occurs in safe mode (help -> restart with add-ons disabled). That disables Thunderbird's add-ons (not to be confused with windows safe mode)

What anti-virus scanner are you using? It might not co-exist well with Thunderbird. I've stopped using Avast!, BitDefender etc. and rely upon just Windows Defender. McAfee and Norton have a long history of causing problems.

What version does WinVer say you are using? I'm using Windows 10 Home version 1909 (OS Build 18363.535). I assume you're not on the fast ring.

You could also try booting windows in "safe mode with networking", and see if that has any effect. Safe mode uses only generic windows drivers and disables optional windows services such as anti-virus scanners. Its possible you have a problem with a windows driver and it just happens to crash Thunderbird, rather than some other application.

Do you have a similar problem with Firefox? Firefox and Thunderbird both use a Mozilla run time library (Gecko etc.) so sometimes inter-operability problems effect both applications.

I assume the OP in https://www.reddit.com/r/Thunderbird/co ... indows_10/ is yourself.

YossiN
 
Posts: 36
Joined: December 28th, 2004, 4:53 am

Post Posted January 12th, 2020, 1:14 pm

thanks for the goodwill (I'm not an expert)
1- post edited, link to crash report added
2- happens in safe mode too
3- we use ESET nod32
4- yes, that's me on reddit too. looking for help anywhere I can hope to fine it :-)

did I forget anything?
and thanks

tanstaafl
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Post Posted January 12th, 2020, 3:32 pm

Is hardware acceleration disabled? Check tools -> options -> advanced -> general.

I suggest you try booting in "windows safe mode with networking" mode and see if Thunderbird is stable. if it is, I'd suspect a problem with ESET NOD32. I've never understood why certain AV products work well with some PCs but don't with others, but saw that a lot with BitDefender (which I installed on numerous friends and relatives PCs).

See https://www.bleepingcomputer.com/tutori ... etworking/ or https://www.howtogeek.com/107511/how-to ... -easy-way/ for how to boot windows in safe mode with networking.

YossiN
 
Posts: 36
Joined: December 28th, 2004, 4:53 am

Post Posted January 12th, 2020, 11:17 pm

sorry, the safe mode didn't solve the problem and the hardware accelerator is off
should I uninstall/ reinstall the app?

tanstaafl
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Post Posted January 13th, 2020, 12:37 am

Re-installing is unlikely to workaround the problem but you might get lucky. Uninstalling doesn't delete your profile (which has your settings, downloaded mail, address books etc.) but you might want to back it up first. That could be as simple as using help -> troubleshooting information -> open folder and then copy/paste the profile directory somewhere safe.

Have you run windows update yet? What version does WinVer say you are using?

Since its an access violation its possible Thunderbird doesn't play nicely with some other software you are running. I'd try to minimize what software is automatically loaded on startup and is in the system tray etc. until you identify the culprit. Codestuff' Starter at https://www.snapfiles.com/get/starter.html is old, but still a very convenient way to manage what gets automatically run without having to edit a lot of files. It also makes it easy to undo any changes you make. I find it more useful than newer startup managers such as AutoRuns, but you might prefer it instead. https://www.snapfiles.com/get/autoruns.html

sfhowes
 
Posts: 538
Joined: April 1st, 2012, 10:21 am

Post Posted January 13th, 2020, 11:45 am

The Bugzilla reference in the crash report points to Athena Smartcard as the cause. Try updating the software for it or temporarily disable it and see if that eliminates the crashes.

https://bugzilla.mozilla.org/show_bug.cgi?id=1560052

YossiN
 
Posts: 36
Joined: December 28th, 2004, 4:53 am

Post Posted January 13th, 2020, 1:04 pm

sfhowes wrote:The Bugzilla reference in the crash report points to Athena Smartcard as the cause. Try updating the software for it or temporarily disable it and see if that eliminates the crashes.

https://bugzilla.mozilla.org/show_bug.cgi?id=1560052


please help old novice
what is Athena Smartcard? how do I handle it?
making search in the computer or control panel didn't find anything

thanks

tanstaafl
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Post Posted January 13th, 2020, 2:13 pm

Do you use the athena smartcard or is this something that just came with your PC that you never paid attention to?

Do you have a smart card reader (frequently plugs into a usb port and takes either a card or a token)? It might not be standalone, it might be part of some reader that also reads SD cards etc.

Removing/uninstalling it would be a good first step. If you have a physical card reader finding out the model name would help as that might let you find documentation about it at https://athena-scs.com/support/document-downloads.html

What is the manufacturer and model number of your PC/laptop? If the smart card reader came with it look on the manufacturers web site for support articles about it. If the PC is new and under warranty you might be able to call their help line.

If none of this helps look at your windows services using codestuff starter and stop and disable any services that mention athena. You might need to do the same for the smart card service. I suggest you write down any changes you make to the services in case you need to undo them. I'd also create a windows system restore point first as insurance in case you need to rollback to a known working configuration. See https://www.windowscentral.com/how-use- ... windows-10 for how to do that.

If that seems to solve the problem (and it doesn't come back after rebooting or create additional problems) than you could also delete the athena service. See https://www.howtogeek.com/howto/windows ... sta-or-xp/ if you don't want to use codestuff starter.

You could try the free version of revo uninstaller at https://www.revouninstaller.com/product ... ller-free/ but I suspect the free version won't help find/uninstall windows drivers.

YossiN
 
Posts: 36
Joined: December 28th, 2004, 4:53 am

Post Posted January 14th, 2020, 8:18 am

thank you SO VERY MUCH
your answers helped me to solve my problem
I'm most thankfull

and! if any of you are coming to Israel, I'll buy you beer :-)

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