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I’m anxious & frustrated

Upgrade - nice! All emails MIA - not so nice~

Just upgraded to Thunderbird 3.1.2, and can't read any of my mail folders, including my personal inbox. How do I find/open them? I have some very important emails I don't want to lose!
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  • Is there anything on the error console when you startup? Are you viewing all folders, or unified folders? (View menu, Folders, all or unified). What platform are you running on?
    • Hey David - I'm running Windows xp Media Center Edition (V5.1). When I start up Thunderbird, it has nothing but the frames (all empty) - the left vertical frames that used to have my folders listed is all empty. The top right frame that had all my emails listed is empty, as is the lower right frame where I could read the emails - all empty.
      Under the menus, the "Get Mail" icon is greyed out, but "Write" and "Address Book" are normal black font. Address Book has my contacts in it, and "Tag" is greyed out as well...
      Strange...
    • A pop-up of incoming messages said Mozilla was trying to reach me. How, I can't retrieve messages. Do you have a phone? I do! Doris Boon
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  • Ah, that might be a bad extension - you could try starting up in safe-mode, which disables extensions/add-ons: http://kb.mozillazine.org/Safe_mode
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  • can you put a screen shot of how it looks when you start up? And was there anything in the error console? tools menu, error console.
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  • three screen shots for you - first is the empty app when it comes up:

    - the second is the bottom of the errors list:

    - the third is the top of the errors list:
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  • Yikes, that's a lot of errors. It almost looks like a bad install; have you tried re-installing Thunderbird? http://www.mozillamessaging.com/en-US...
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  • No, I was afraid it would blow away my mail folders, esp my main inbox...
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  • No, installing the app doesn't touch your profile directory, or your mail folders, etc.
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  • This reply was removed on 2010-08-30.
    see the change log
  • We also upgraded to 3.1.2 today and our email has vanished: Inbox and all folders. It is not on disk in the profile directory where it should be, nor anywhere else that we can find. It is as if Thunderbird clobbered the profile directory, wiping out all files in it. Fortunately we have a fairly recent backup but before doing a restore, have a couple questions. Could the files be "invisible", i.e., someplace else on disk that a search would not find? Any suggestions of where to look or things to try?

    We have done several Thunderbird upgrades without problems. We first noticed the missing email when we restarted Thunderbird after the upgrade.

    Any help or suggestions would be greatly appreciated.
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  • Jim, it's extremely unlikely that your profile directory was removed. There are cases where Thunderbird does lose track of where the profile directory is, however. Did you try searching for files called "INBOX" from the root of your hard drive? http://kb.mozillazine.org/Profile_fol... has info about how to find your profile dir(s). What platform are you running?
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  • Yes, we searched for Inbox as well as names of other folders. All previous folders are now gone as well from the profile directory where they had been. Looking on my backup, there are 3 files associated with each folder: fname, fname.msf, and fname.snm. All files disappeared after Thunderbird was restarted. I've already done everything that was suggested in the "how to find your profile", including enabling "show hidden files and folders". Nothing.

    We are running Windows Vista.
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  • EMPLOYEE
    I’m hopeful we can figure this out
    Roland Tanglao (Thunderbird Technical Support Lead) August 31, 2010 22:24
    Hi Jim:

    You upgraded from Thunderbird 2.x to 3.1.2 and all your folders are gone? Or did you upgrade from 3.0 to 3.1.2?

    And for you upgrades that worked was anything different? e.g. different set of Thunderbird add-ons, themes, different Thunderbird version that you upgraded from, different OS, etc?

    And when you start Thunderbird it's like you are starting from scratch. i.e. it prompts you to create a new account? As David Bienvenu wrote, it's unlikely that Thunderbird wiped out your profile but anything's possible.

    Perhaps Thunderbird safe mode would help?
    http://support.mozillamessaging.com/e...

    To summarize: I know it's tedious and difficult but please provide as much trouble shooting details as you can. in particular: please answer the questions above and tell us additionally: what you did exactly, anti-virus, original Thunderbird version, internet provider, firewall, add-ons, mail provider and anything else relevant from the troubleshooting details requested in our README:
    https://wiki.mozilla.org/Thunderbird/...
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  • Hi Roland, This is Jim's wife, the one who has been doing the troubleshooting! Thank you for your reply. Here is all of the information on the problem.

    OS: Windows Vista Home Premium, SP2
    Anti-virus & firewall: Norton Internet Security 2010
    Mail service provider: Verizon (also ISP), protocol: POP

    What happened:
    We were running Thunderbird 2.0.0.X. Not sure of the last .X but know it was at least .21. This system has been running Vista since we purchased it 3 years ago. We initially installed Thunderbird 2.0.0.0 in May 2007. Every upgrade of Thunderbird since has gone in without problem. The one change as noted below, is that this time we installed 2 extensions that we did not have previously.

    1) Started upgrade to 3.1.2. When the upgrade completed, Thunderbird was restarted. After the restart, we were asked if we wanted to install extensions. We did not have any extensions installed previously. We installed the calendar extension and one other.
    2) Thunderbird was restarted a 2nd time. When it came up, the Inbox was empty and there were no folders. (There were over a couple dozen folders previously.) We were not asked to create a new account; the existing account worked, and downloaded new mail from Verizon successfully. So, we did nothing here to configure or reconfigure and were not asked if we wanted to create a new profile, or anything related to the profile.
    3) When I started troubleshooting, I assumed that I would find the old mail in its profile folder out on disk, but the only thing in the folder were files created 8/30/2010 at the time of the upgrade. All folder files were gone and the Inbox was clearly smaller than what we had before the upgrade. I then started searching the computer for the missing files but could not find them. I made sure that when I searched that I had enabled "show hidden files/folders". I did not find them via a search. I also brought up the Command Prompt, went to the directory on disk and did a "dir/a".

    This was when we went to the Mozilla site and when I saw Marty's posting, I thought that perhaps there was some known problem and that the files might be "hidden" someplace out on disk. I did try starting Thunderbird in safe mode but got the same result. Interestingly, the address book and newsgroup files were preserved. Fortunately, I have a backup of the Mail directory with the Inbox and folder files but it is a few weeks old. The folders have not changed, so that is ok. While I would like to understand what happened, we are primarily interested in trying to recover the old Inbox.

    We would be very grateful for any suggestions you might have, including any software that might be able to recover missing files.

    Let me know if the above provides sufficient information. Thanks!!
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  • Jim, you could send me the prefs.js file from your user profile dir (bienvenu@mozillamessaging.com) and I could try to see if there's any useful information in there.
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  • Jim, were you abel to send your prefs to bienvenu?

    Roland, is there one fix in v3.1.3 for folders? (but I may be thinking of a crash bug - I've lost track)
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  • I’m exceedingly frustrated
    I also lost a lot -- but not all -- of my folders, and they are also gone from my hard drive. They were here immediately before this upgrade, and I believe I was previously on 3.0. I'm running XP Home, with AVP Free anti-virus and Comodo firewall. I'm really frustrated as I don't have backups of most of what I lost, and I'm scared because I run a home business and can't afford to lose all my business e-mails. I'm even more frustrated that Mozilla seems to think this isn't really happening . . . and I'm not a TOTAL idiot about computers!
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  • I've spent a lot of time trying to diagnose this, and it's not been helpful. Is there any particular pattern to the folders that are lost or not lost? You can send me your prefs.js (bienvenu@mozillamessaging.com) and I can look at it and see if there's anything interesting.
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