Unable to run profile
I am running W10, latest upgrade prior to 2004, TB 68.9.0. I have my current profile showing in the profile folder. Unable to get it to open. When I try to open TB I get a new user login page, log in with the user name and primary email account, says user verified and the next screen says incorrect config or password. I am using the same PW as on another computer sharing the same email account. This problem seems to have started after the upgrade to v68.2.0.
All Replies (8)
When I try to open TB I get a new user login page
Please post a screenshot of both, the login prompt, and the error message.
https://support.mozilla.org/kb/how-do-i-create-screenshot-my-problem
Also, please post your Troubleshooting Information.
At the top right of the Thunderbird window, click the menu button 
, then select Help > Troubleshooting Information.
Press the "Copy text to clipboard button" and paste the information into your reply.
Something changed since I last posted and when I click on the TB icon, TB opens with only my primary email account listed, but I am unable to do anything with it since the password I have for the account doesn't work. I have a profile in the Profile folder which seems to contain the last activity for TB (this is my wife's computer and she has not been able to use it since the 68.2 update, probably before). In any case, the Troubleshooting page is:
Application Basics
Name: Thunderbird Version: 68.9.0 Build ID: 20200602112704
Update Channel: release User Agent: Mozilla/5.0 (Windows NT 10.0; WOW64; rv:68.0) Gecko/20100101 Thunderbird/68.9.0 OS: Windows_NT 10.0
Launcher Process: Enabled
Multiprocess Windows: 0/0
Disabled
Remote Processes: 0
Enterprise Policies: Inactive
Google Location Service Key: Missing
Google Safebrowsing Key: Missing
Mozilla Location Service Key: Missing
Safe Mode: false
Mail and News Accounts
account1:
INCOMING: account1, , (pop3) mail.dobrin.com:995, SSL, passwordCleartext
OUTGOING: , mail.dobrin.com:465, SSL, passwordCleartext, true
account2:
INCOMING: account2, , (none) Local Folders, plain, passwordCleartext
Crash Reports for the Last 3 Days
Remote Processes
Type: Count
Extensions
Name
Version
Enabled
ID
Amazon.com 1.1 true amazondotcom@search.mozilla.org
Bing
1.0
true
bing@search.mozilla.org
DuckDuckGo
1.0
true
ddg@search.mozilla.org
Google
1.0
true
google@search.mozilla.org
Lightning
68.9.0
true
{e2fda1a4-762b-4020-b5ad-a41df1933103}
Twitter
1.0
true
twitter@search.mozilla.org
Wikipedia (en)
1.0
true
wikipedia@search.mozilla.org
Manually sort folders
2.0.2
false
tbsortfolders@xulforum.org
Quicktext
0.9.11.6
false
{8845e3b3-e8fb-40e2-95e9-ec40294818c4}
Security Software
Type: Name
Antivirus:
Antispyware:
Firewall:
Page 2 of Troubleshooting
Graphics
Features
Compositing: Basic
Asynchronous Pan/Zoom: none
WebGL 1 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 000000000001227a)
EGL_VERSION: 1.4 (ANGLE 2.1.0.8a050090f926) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_CHROMIUM_sync_control EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization EGL_ANGLE_create_context_extensions_enabled EGL_ANDROID_blob_cache EGL_ANDROID_recordable EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses EGL_KHR_debug EGL_ANGLE_explicit_context
WebGL 1 Driver Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics 630 Direct3D11 vs_5_0 ps_5_0)
WebGL 1 Driver Version: OpenGL ES 2.0 (ANGLE 2.1.0.8a050090f926)
WebGL 1 Driver Extensions: GL_ANGLE_client_arrays GL_ANGLE_depth_texture GL_ANGLE_explicit_context GL_ANGLE_explicit_context_gles1 GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_memory_size GL_ANGLE_multi_draw GL_ANGLE_multiview_multisample GL_ANGLE_pack_reverse_row_order GL_ANGLE_program_cache_control GL_ANGLE_provoking_vertex GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_color_buffer_float_rgb GL_CHROMIUM_color_buffer_float_rgba GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_func_extended GL_EXT_blend_minmax GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_float_blend GL_EXT_frag_depth GL_EXT_instanced_arrays GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_bptc GL_EXT_texture_compression_dxt1 GL_EXT_texture_compression_s3tc_srgb GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_KHR_parallel_shader_compile GL_KHR_robust_buffer_access_behavior GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_surfaceless_context GL_OES_texture_border_clamp GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object OES_compressed_EAC_R11_signed_texture OES_compressed_EAC_R11_unsigned_texture OES_compressed_EAC_RG11_signed_texture OES_compressed_EAC_RG11_unsigned_texture OES_compressed_ETC2_RGB8_texture OES_compressed_ETC2_RGBA8_texture OES_compressed_ETC2_punchthroughA_RGBA8_texture OES_compressed_ETC2_punchthroughA_sRGB8_alpha_texture OES_compressed_ETC2_sRGB8_alpha8_texture OES_compressed_ETC2_sRGB8_texture
WebGL 1 Extensions: ANGLE_instanced_arrays EXT_blend_minmax EXT_color_buffer_half_float EXT_disjoint_timer_query EXT_float_blend EXT_frag_depth EXT_shader_texture_lod EXT_sRGB EXT_texture_compression_bptc EXT_texture_filter_anisotropic OES_element_index_uint OES_standard_derivatives OES_texture_float OES_texture_float_linear OES_texture_half_float OES_texture_half_float_linear OES_vertex_array_object WEBGL_color_buffer_float WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_depth_texture WEBGL_draw_buffers WEBGL_lose_context
WebGL 2 Driver WSI Info: EGL_VENDOR: Google Inc. (adapter LUID: 000000000001227a)
EGL_VERSION: 1.4 (ANGLE 2.1.0.8a050090f926) EGL_EXTENSIONS: EGL_EXT_create_context_robustness EGL_ANGLE_d3d_share_handle_client_buffer EGL_ANGLE_d3d_texture_client_buffer EGL_ANGLE_surface_d3d_texture_2d_share_handle EGL_ANGLE_query_surface_pointer EGL_ANGLE_window_fixed_size EGL_ANGLE_keyed_mutex EGL_ANGLE_surface_orientation EGL_ANGLE_direct_composition EGL_NV_post_sub_buffer EGL_KHR_create_context EGL_EXT_device_query EGL_KHR_image EGL_KHR_image_base EGL_KHR_gl_texture_2D_image EGL_KHR_gl_texture_cubemap_image EGL_KHR_gl_renderbuffer_image EGL_KHR_get_all_proc_addresses EGL_KHR_stream EGL_KHR_stream_consumer_gltexture EGL_NV_stream_consumer_gltexture_yuv EGL_ANGLE_flexible_surface_compatibility EGL_ANGLE_stream_producer_d3d_texture EGL_ANGLE_create_context_webgl_compatibility EGL_CHROMIUM_create_context_bind_generates_resource EGL_CHROMIUM_sync_control EGL_EXT_pixel_format_float EGL_KHR_surfaceless_context EGL_ANGLE_display_texture_share_group EGL_ANGLE_create_context_client_arrays EGL_ANGLE_program_cache_control EGL_ANGLE_robust_resource_initialization EGL_ANGLE_create_context_extensions_enabled EGL_ANDROID_blob_cache EGL_ANDROID_recordable EGL_EXTENSIONS(nullptr): EGL_EXT_client_extensions EGL_EXT_platform_base EGL_EXT_platform_device EGL_ANGLE_platform_angle EGL_ANGLE_platform_angle_d3d EGL_ANGLE_device_creation EGL_ANGLE_device_creation_d3d11 EGL_ANGLE_experimental_present_path EGL_KHR_client_get_all_proc_addresses EGL_KHR_debug EGL_ANGLE_explicit_context
WebGL 2 Driver Renderer: Google Inc. -- ANGLE (Intel(R) HD Graphics 630 Direct3D11 vs_5_0 ps_5_0)
WebGL 2 Driver Version: OpenGL ES 3.0 (ANGLE 2.1.0.8a050090f926)
WebGL 2 Driver Extensions: GL_ANGLE_client_arrays GL_ANGLE_copy_texture_3d GL_ANGLE_depth_texture GL_ANGLE_explicit_context GL_ANGLE_explicit_context_gles1 GL_ANGLE_framebuffer_blit GL_ANGLE_framebuffer_multisample GL_ANGLE_instanced_arrays GL_ANGLE_lossy_etc_decode GL_ANGLE_memory_size GL_ANGLE_multi_draw GL_ANGLE_multiview_multisample GL_ANGLE_pack_reverse_row_order GL_ANGLE_program_cache_control GL_ANGLE_provoking_vertex GL_ANGLE_request_extension GL_ANGLE_robust_client_memory GL_ANGLE_texture_compression_dxt3 GL_ANGLE_texture_compression_dxt5 GL_ANGLE_texture_multisample GL_ANGLE_texture_usage GL_ANGLE_translated_shader_source GL_CHROMIUM_bind_generates_resource GL_CHROMIUM_bind_uniform_location GL_CHROMIUM_color_buffer_float_rgb GL_CHROMIUM_color_buffer_float_rgba GL_CHROMIUM_copy_compressed_texture GL_CHROMIUM_copy_texture GL_CHROMIUM_sync_query GL_EXT_blend_func_extended GL_EXT_blend_minmax GL_EXT_color_buffer_float GL_EXT_color_buffer_half_float GL_EXT_debug_marker GL_EXT_discard_framebuffer GL_EXT_disjoint_timer_query GL_EXT_draw_buffers GL_EXT_float_blend GL_EXT_frag_depth GL_EXT_instanced_arrays GL_EXT_map_buffer_range GL_EXT_occlusion_query_boolean GL_EXT_read_format_bgra GL_EXT_robustness GL_EXT_sRGB GL_EXT_shader_texture_lod GL_EXT_texture_compression_bptc GL_EXT_texture_compression_dxt1 GL_EXT_texture_compression_s3tc_srgb GL_EXT_texture_filter_anisotropic GL_EXT_texture_format_BGRA8888 GL_EXT_texture_norm16 GL_EXT_texture_rg GL_EXT_texture_storage GL_EXT_unpack_subimage GL_KHR_debug GL_KHR_parallel_shader_compile GL_KHR_robust_buffer_access_behavior GL_NV_EGL_stream_consumer_external GL_NV_fence GL_NV_pack_subimage GL_NV_pixel_buffer_object GL_OES_EGL_image GL_OES_EGL_image_external GL_OES_EGL_image_external_essl3 GL_OES_compressed_ETC1_RGB8_texture GL_OES_depth32 GL_OES_element_index_uint GL_OES_get_program_binary GL_OES_mapbuffer GL_OES_packed_depth_stencil GL_OES_rgb8_rgba8 GL_OES_standard_derivatives GL_OES_surfaceless_context GL_OES_texture_border_clamp GL_OES_texture_float GL_OES_texture_float_linear GL_OES_texture_half_float GL_OES_texture_half_float_linear GL_OES_texture_npot GL_OES_vertex_array_object GL_OVR_multiview2 OES_compressed_EAC_R11_signed_texture OES_compressed_EAC_R11_unsigned_texture OES_compressed_EAC_RG11_signed_texture OES_compressed_EAC_RG11_unsigned_texture OES_compressed_ETC2_RGB8_texture OES_compressed_ETC2_RGBA8_texture OES_compressed_ETC2_punchthroughA_RGBA8_texture OES_compressed_ETC2_punchthroughA_sRGB8_alpha_texture OES_compressed_ETC2_sRGB8_alpha8_texture OES_compressed_ETC2_sRGB8_texture
WebGL 2 Extensions: EXT_color_buffer_float EXT_disjoint_timer_query EXT_float_blend EXT_texture_compression_bptc EXT_texture_filter_anisotropic OES_texture_float_linear WEBGL_compressed_texture_s3tc WEBGL_compressed_texture_s3tc_srgb WEBGL_debug_renderer_info WEBGL_debug_shaders WEBGL_lose_context
Uses Tiling (Content): true
Off Main Thread Painting Enabled: true
Off Main Thread Painting Worker Count: 3
Target Frame Rate: 60
DirectWrite: true (10.0.18362.836)
Page 3 of Troubleshooting:
GPU #1
Active: Yes
Description: Intel(R) HD Graphics 630
Vendor ID: 0x8086
Device ID: 0x5912
Driver Version: 26.20.100.7925
Driver Date: 2-19-2020
Drivers: igdumdim64 igd10iumd64 igd10iumd64 igd12umd64 igdumdim32 igd10iumd32 igd10iumd32 igd12umd32
Subsys ID: 00000000
RAM: Unknown
GPU #2
Diagnostics
AzureCanvasBackend: skia
AzureContentBackend: skia
AzureFallbackCanvasBackend: cairo
ClearType Parameters: Gamma: 1.8 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 50
Decision Log
HW_COMPOSITING: disabled by user: Disabled by pref
D3D11_COMPOSITING: unavailable by default: Hardware compositing is disabled
DIRECT2D: unavailable by default: Direct2D requires Direct3D 11 compositing
D3D11_HW_ANGLE: unavailable by default: D3D11 compositing is disableddisabled by env: D3D11 compositing is disabled
GPU_PROCESS: unavailable by default: Multi-process mode is not enabled
WEBRENDER: opt-in by default: WebRender is an opt-in featureunavailable-no-angle by runtime: ANGLE is disabled
WEBRENDER_QUALIFIED: blacklisted by env: No qualified hardware
Crash Guard Disabled Features
Workarounds
Failure Log
Media
Audio Backend: wasapi
Max Channels: 2
Preferred Sample Rate: 48000
Output Devices
Name
Group
Vendor
State
Preferred
Format
Channels
Rate
Latency
Speakers (Realtek High Definition Audio)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Enabled
All
default: F32LE, support: S16LE F32LE
2
default: 48000, support: 48000 - 48000
144 - 480
Speakers (High Definition Audio Device)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
2
default: 48000, support: 48000 - 48000
0 - 0
Headphones (High Definition Audio Device)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
0
default: 0, support: 0 - 0
0 - 0
Input Devices
Name
Group
Vendor
State
Preferred
Format
Channels
Rate
Latency
Microphone (2- USB Audio Device)
USB\VID_0556&PID_0001&MI_00\8&397aaac0&0&0000
Enabled
None
default: F32LE, support: S16LE F32LE
1
default: 44100, support: 44100 - 44100
133 - 441
Disabled
None
default: F32LE, support: S16LE F32LE
1
default: 48000, support: 48000 - 48000
0 - 0
Line In (Realtek High Definition Audio)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
0
default: 0, support: 0 - 0
0 - 0
Disabled
None
default: F32LE, support: S16LE F32LE
1
default: 16000, support: 16000 - 16000
0 - 0
Microphone (High Definition Audio Device)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
2
default: 44100, support: 44100 - 44100
0 - 0
Side (Realtek High Definition Audio)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
0
default: 0, support: 0 - 0
0 - 0
Disabled
None
default: F32LE, support: S16LE F32LE
1
default: 16000, support: 16000 - 16000
0 - 0
Stereo Mix (Realtek High Definition Audio)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Enabled
All
default: F32LE, support: S16LE F32LE
2
default: 48000, support: 48000 - 48000
144 - 480
Disabled
None
default: F32LE, support: S16LE F32LE
1
default: 16000, support: 16000 - 16000
0 - 0
Disabled
None
default: F32LE, support: S16LE F32LE
1
default: 16000, support: 16000 - 16000
0 - 0
Disabled
None
default: F32LE, support: S16LE F32LE
1
default: 16000, support: 16000 - 16000
0 - 0
Center (Realtek High Definition Audio)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
0
default: 0, support: 0 - 0
0 - 0
Microphone (Realtek High Definition Audio)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
0
default: 0, support: 0 - 0
0 - 0
Line In (Realtek High Definition Audio)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Enabled
None
default: F32LE, support: S16LE F32LE
2
default: 44100, support: 44100 - 44100
133 - 448
Line In (High Definition Audio Device)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
2
default: 44100, support: 44100 - 44100
0 - 0
Internal AUX Jack (High Definition Audio Device)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
0
default: 0, support: 0 - 0
0 - 0
Microphone (Realtek High Definition Audio)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Enabled
None
default: F32LE, support: S16LE F32LE
2
default: 48000, support: 48000 - 48000
144 - 480
Subwoofer (Realtek High Definition Audio)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
0
default: 0, support: 0 - 0
0 - 0
Front (Realtek High Definition Audio)
HDAUDIO\FUNC_01&VEN_10EC&DEV_0867&SUBSYS_103C82F2&REV_1000\4&3b55a285&0&0001
Disabled
None
default: F32LE, support: S16LE F32LE
0
default: 0, support: 0 - 0
0 - 0
Important Modified Preferences
browser.cache.disk.amount_written: 6896
browser.cache.disk.capacity: 1048576
browser.cache.disk.filesystem_reported: 1
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extensions.lastAppVersion: 68.9.0
font.name.monospace.el: Consolas
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ui.osk.debug.keyboardDisplayReason: IKPOS: Touch screen not found.
Important Locked Preferences
Places Database
JavaScript
Incremental GC: true
Accessibility
Activated: false Prevent Accessibility: 0 Accessible Handler Used: true Accessibility Instantiator:
Library Versions
Expected minimum version
Version in use
NSPR
4.21
4.21
NSS
3.44.4
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NSSSMIME
3.44.4
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NSSSSL
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Internationalization & Localization
Application Settings
Requested Locales: ["en-US"]
Available Locales: ["en-US"]
App Locales: ["en-US"]
Regional Preferences: ["en-US"]
Default Locale: "en-US"
Operating System
System Locales: ["en-US"]
Regional Preferences: ["en-US"]
I am unable to do anything with it since the password I have for the account doesn't work.
What does this mean?
What is the exact error message?
The email account is only one of about 6 in the profile. Now, when I open TB I get the home screen with only the primary email screen and request for password. The PW I enter is my account PW and is rejected
The email account is only one of about 6 in the profile.As per your Troubleshooting Information there is only one account in this profile, not 6:
account1:
INCOMING: account1, , (pop3) mail.dobrin.com:995, SSL, passwordCleartext
OUTGOING: , mail.dobrin.com:465, SSL, passwordCleartext, true
The PW I enter is my account PW and is rejected
Try to verify the password via webmail, i.e. login to your account with a browser. Does this work?
Modified by christ1
mjd3680 ??