Mysterious Thunderbird Errors
Dear Support,
We are seeing some errors appear when we either startup Thunderbird or click on our Inboxes. The errors say "Alert from account info@save********.ca i.4Wr1U6N InvalidParameter id: i.4Wr1U6N_CFR_1' - We get very similar errors repeatedly but with different ids. It is happening to 4 of our inboxes. All of the inboxes are on the same server but when we checked with Hosting Support, which while testing our inboxes were able to experience the same issue on their end as well, here is what they said:
I have confirmed to our Titan Team however, we do not find anything suspicious in the server. The external IMAP logins are passing. Below attached are the login reports. We also checked the IPs used to login to the account and even that is not blocked on our end. Additionally, the error message does not mention Server Error but Parameter Error, and the error looks decoded.
In this case, an offline email client app also logs data and has certain rules and parameters for configuration apart from the normal IMAP and SMTP settings, just like our password configuration (where some characters will not be compatible with one client but will be compatible with another client).
Here, there are no server errors logged, and can't see any failures, as I have shared the login logs. Also, the alert/error message is encoded, which can be only decoded by Thunderbird support. Hence, we from the server side will not be able to look at what exactly is causing this issue, until and unless this error is decoded from the Thunderbird side.
Therefore, we would suggest to contact Thunderbird. I hope the explanation helps.
All Replies (7)
Does the error still occur in Troubleshooting Mode? https://support.mozilla.org/en-US/kb/troubleshoot-mode-thunderbird
Also, please post your Troubleshooting Information. At the top right of the Thunderbird window, click the menu button ≡, then select Help > More Troubleshooting Information. Press the "Copy text to clipboard button" and paste the information into your reply.
Is the information I post in the Reply posted publicly?
No, this is a public forum.
How can I provide my Troubleshooting information privately?
I can understand the desire to protect personally identifiable information (PII). However, the Troubleshooting Information does not contain such private information, unless you check the corresponding box. It would disclose your email provider though, but that isn't exactly PII.
I have the same issue and i too use titan mail. When i had this issue before i was able to resolve it by removing the account and connecting it again however it only worked for my gmail account. Ive confirmed that this issue persists in troubleshooting mode.
Below is my troubleshooting information after restarting in troubleshooting mode. Application Basics
Name: Thunderbird Version: 128.2.3esr Build ID: 20240923144135 Distribution ID: User Agent: Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:128.0) Gecko/20100101 Thunderbird/128.2.3 OS: Linux 6.8.0-45-generic #45-Ubuntu SMP PREEMPT_DYNAMIC Fri Aug 30 12:02:04 UTC 2024 OS Theme: Breeze / Breeze
Multiprocess Windows: 0/0
Fission Windows: 0/0
Enabled by default
Remote Processes: 0
Enterprise Policies: Inactive
Google Location Service Key: Missing
Google Safebrowsing Key: Missing
Mozilla Location Service Key: Missing
Safe Mode: true
Memory Size (RAM): 62.0 GB
Disk Space Available: 457 GB
Mail and News Accounts
account1:
INCOMING: account1, , (none) Local Folders, 0, 3
account2:
INCOMING: account2, , (imap) imap.gmail.com:993, 3, 10
OUTGOING: , smtp.gmail.com:465, 3, 10, true
account3:
INCOMING: account3, , (imap) imap.titan.email:993, 3, 3
OUTGOING: , smtp.titan.email:465, 3, 3, true
Libraries
Library
Status
Expected minimum version
Version in use
Path
RNP (OpenPGP)
OK
0.17.1
0.17.1.MZLA.128.2.3esr.botan
/snap/thunderbird/517/usr/lib/thunderbird/librnp.so
OTR
Failed to load. OTR chat encryption will not work.
Calendar Settings
Home
Name
Value
Name:
Type: storage
Disabled: true
Username:
URI:
Refresh Interval:
Read-only:
Suppress Alarms:
Cache Enabled:
iMIP Identity: id1
iMIP Disabled:
iMIP Account:
Organizer Id:
Force Email Scheduling:
Popup Alarms Supported:
Alarms on Invitation Supported:
Max Alarms Per Event:
Attachment Supported:
Max Categories:
Privacy State Supported:
Priority Supported: true
Event Supported:
Task Supported:
Local Time Supported:
UTC/GMT Supported:
Auto-Scheduling Supported:
Crash Reports for the Last 3 Days
Remote Processes
Type: Count
Add-ons
Name
Type
Version
Enabled
ID
System theme — auto
theme
1.3
true
default-theme@mozilla.org
Language: English (US)
locale
128.2.20240920.43836
false
langpack-en-US@thunderbird.mozilla.org
Dark
theme
1.3
false
thunderbird-compact-dark@mozilla.org
Light
theme
1.3
false
thunderbird-compact-light@mozilla.org
Security Software
Type: Name
Antivirus:
Antispyware:
Firewall:
Legacy User Stylesheets
Active: false Stylesheets: No stylesheets found
Graphics
Features
Compositing: WebRender (Software)
Font Visibility Debug Info: Ubuntu 22 - ID=ubuntuVERSION_ID="22"
Asynchronous Pan/Zoom: wheel input enabled; touch input enabled; scrollbar drag enabled; keyboard enabled; autoscroll enabled; smooth pinch-zoom enabled
WebGL 1 Driver WSI Info: -
WebGL 1 Driver Renderer: WebGL is currently disabled.
WebGL 1 Driver Version: -
WebGL 1 Driver Extensions: -
WebGL 1 Extensions: -
WebGL 2 Driver WSI Info: -
WebGL 2 Driver Renderer: WebGL is currently disabled.
WebGL 2 Driver Version: -
WebGL 2 Driver Extensions: -
WebGL 2 Extensions: -
Window Protocol: wayland
Desktop Environment: kde
Target Frame Rate: 60
GPU #1
Active: Yes
Description: GFX1103_R1 (gfx1103_r1, LLVM 15.0.7, DRM 3.57, 6.8.0-45-generic)
Vendor ID: 0x1002
Device ID: 0x15bf
Driver Vendor: mesa/radeonsi
Driver Version: 23.2.1.0
RAM: 0
GPU #2
Diagnostics
AzureCanvasBackend: skia
AzureContentBackend: skia
AzureFallbackCanvasBackend: skia
CMSOutputProfile: Empty profile data
Display0: 1920x1080@144Hz scales:1.000000|1.000000
DisplayCount: 1
Window Device Pixel Ratios: 1
Font Visibility Debug Info: Ubuntu 22 - ID=ubuntuVERSION_ID="22"
WebGPU Default Adapter: [object Object]
WebGPU Fallback Adapter: [object Object]
Decision Log
HW_COMPOSITING: available by defaultblocked by runtime: Acceleration blocked by safe-mode
OPENGL_COMPOSITING: unavailable by default: Hardware compositing is disabled
WEBRENDER: available by defaultunavailable-in-safe-mode by runtime: Safe-mode is enabled
WEBRENDER_COMPOSITOR: disabled by default: Disabled by defaultblocklisted by env: Blocklisted by gfxInfoblocked by runtime: Cannot be enabled in release or beta
WEBRENDER_PARTIAL: available by default
WEBRENDER_SHADER_CACHE: disabled by default: Disabled by defaultunavailable by runtime: WebRender disabled
WEBRENDER_OPTIMIZED_SHADERS: available by defaultunavailable by runtime: WebRender disabled
WEBRENDER_ANGLE: available by defaultunavailable by env: OS not supported
WEBRENDER_DCOMP_PRESENT: available by defaultdisabled by user: User disabled via prefunavailable by env: Requires GPU processunavailable by runtime: Requires ANGLE
WEBRENDER_SCISSORED_CACHE_CLEARS: available by default
WEBGPU: available by defaultblocked by runtime: WebGPU cannot be enabled in release or beta
X11_EGL: available by default
DMABUF: available by default
HARDWARE_VIDEO_DECODING: available by defaultunavailable by runtime: Force disabled by gfxInfo
DMABUF_SURFACE_EXPORT: blocked by default: Blocklisted by gfxInfo
BACKDROP_FILTER: available by default
CANVAS_RENDERER_THREAD: available by default
ACCELERATED_CANVAS2D: available by defaultblocked by env: Disabled by Software WebRender
REMOTE_CANVAS: disabled by default: Disabled via prefunavailable-no-gpu-process by env: Disabled without GPU processblocked by runtime: Platform not supported
Crash Guard Disabled Features
Workarounds
Failure Log
(#0) Error: glxtest: libpci missing
(#1) Error: RenderCompositorSWGL failed mapping default framebuffer, no dt
Media
Audio Backend: pulse-rust
Max Channels: 2
Preferred Sample Rate: 48000
Roundtrip latency (standard deviation): ...
Output Devices
Name
Group
Vendor
State
Preferred
Format
Channels
Rate
Latency
Family 17h/19h HD Audio Controller Analog Stereo
/devices/pci0000:00/0000:00:08.1/0000:05:00.6/sound/card1
Advanced Micro Devices, Inc. [AMD]
Enabled
All
default: F32LE, support: S16LE S16BE F32LE F32BE
2
default: 48000, support: 1 - 384000
0 - 0
Input Devices
Name
Group
Vendor
State
Preferred
Format
Channels
Rate
Latency
Monitor of Family 17h/19h HD Audio Controller Analog Stereo
/devices/pci0000:00/0000:00:08.1/0000:05:00.6/sound/card1
Advanced Micro Devices, Inc. [AMD]
Enabled
All
default: F32LE, support: S16LE S16BE F32LE F32BE
2
default: 48000, support: 1 - 384000
0 - 0
Media Capabilities
Enumerate database
Environment Variables
GDK_BACKEND: wayland DISPLAY: :1 GDK_PIXBUF_MODULEDIR: /snap/thunderbird/517/gnome-platform/usr/lib/x86_64-linux-gnu/gdk-pixbuf-2.0/2.10.0/loaders GDK_PIXBUF_MODULE_FILE: /home/user/snap/thunderbird/common/.cache/gdk-pixbuf-loaders.cache MOZ_ASSUME_USER_NS: 1 MOZ_CRASHREPORTER_EVENTS_DIRECTORY: /home/user/snap/thunderbird/common/.thunderbird/llnmmzdj.default/crashes/events MOZ_CRASHREPORTER_RESTART_ARG_1: MOZ_CRASHREPORTER_DATA_DIRECTORY: /home/user/snap/thunderbird/common/.thunderbird/Crash Reports MOZ_CRASHREPORTER_PING_DIRECTORY: /home/user/snap/thunderbird/common/.thunderbird/Pending Pings MOZ_CRASHREPORTER_STRINGS_OVERRIDE: /snap/thunderbird/517/usr/lib/thunderbird/crashreporter-override.ini MOZ_LAUNCHED_CHILD: MOZ_APP_SILENT_START: XRE_PROFILE_PATH: XRE_PROFILE_LOCAL_PATH: XRE_START_OFFLINE: XRE_BINARY_PATH: XRE_RESTARTED_BY_PROFILE_MANAGER: MOZ_SAFE_MODE_RESTART: MOZ_APP_RESTART: 1
Important Modified Preferences
browser.search.region: US extensions.lastAppVersion: 128.2.3 idle.lastDailyNotification: 1727465479 media.gmp.storage.version.observed: 1 media.hardware-video-decoding.failed: false places.database.lastMaintenance: 1727465480 privacy.bounceTrackingProtection.hasMigratedUserActivationData: true privacy.purge_trackers.date_in_cookie_database: 0 storage.vacuum.last.content-prefs.sqlite: 1718906294 storage.vacuum.last.index: 1 storage.vacuum.last.places.sqlite: 1726172653 ui.osk.debug.keyboardDisplayReason: IKPOS: Touch screen not found.
Important Locked Preferences
fission.autostart.session: true
Places Database
Accessibility
Activated: false Prevent Accessibility: 0
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