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I want to talk to a person about my email problem, I don't understand all this technical stuff

  • 3 replies
  • 1 has this problem
  • 4 views
  • Last reply by Matt

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My current password no longer works to retrieve new emails or send emails. I followed the instructions to reset the password and it shows there is not current password to change. How do I set a new password? I really need someone to talk to to walk me thru this, I don't understand most of the technical stuff.

Mark ...


edited phone# from public and search/spam bots view.

My current password no longer works to retrieve new emails or send emails. I followed the instructions to reset the password and it shows there is not current password to change. How do I set a new password? I really need someone to talk to to walk me thru this, I don't understand most of the technical stuff. Mark ... edited phone# from public and search/spam bots view.

Modified by James

All Replies (3)

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I do not think there is any technical stuff here https://support.mozilla.org/en-US/kb/cannot-receive-messages

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Matt said

I do not think there is any technical stuff here https://support.mozilla.org/en-US/kb/cannot-receive-messages

I tried this and still doesn't work. Mark G.

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Your "tried all that stuff" then your computer must be a very rare one indeed, or it would be working. I would assume that either your provider has changed something or your anti virus is blocking your access. Both of those things are covered in the article. However lets start at the beginning again.

Please add the troubleshooting information to your post To find the Troubleshooting information:

  • Open Help (or click on three-line-icon and select Help)
  • Choose Troubleshooting Information
  • Use the button Copy to clipboard to select all. Do not check box "Include account names"!
  • Paste this in your post.

Please also add the result of these troubleshooting steps to your post

  • Does Thunderbird work in TB Safe mode (see Thunderbird Safe Mode)?
  • Do you use anti-virus and firewall software? What is the version?
  • What is the exact error message?

Please also conduct the following diagnostic checks.

  • Restart Thunderbird with add-ons disabled (Thunderbird Safe Mode). On the Help menu, click on "Restart with Add-ons Disabled". If Thunderbird works like normal, there is an Add-on or Theme interfering with normal operations. You will need to re-enable add-ons one at a time until you locate the offender.
  • Restart the operating system in safe mode with Networking. This loads only the very basics needed to start your computer while enabling an Internet connection. Click on your operating system for instructions on how to start in safe mode: Windows 10, Windows 8, Windows 7, Windows Vista, Windows XP, OSX
If safe mode for the operating system fixes the issue, there's other software in your computer that's causing problems. Possibilities include but not limited to: AV scanning, virus/malware, background downloads such as program updates.

What were the results of running;

  • Thunderbird in safe mode?
  • The operating system in safe mode?
  • The operating system in safe mode and Thunderbird in safe mode at the same time?