A sub-account of mine on BTinternet.com cannot send or receive emails, it always asks says 'Login to server mail.btinternet.com failed.'. My main account works.
This BT sub-account has the same outgoing and incoming server settings as my main account has set up in Thunderbird but under a different user i.e. IMAP 993 SMTP 465, etc, etc. This sub-account used by my wife under her login has previously been working for some years and now suddenly doesn't send or recieve emails without asking for the password to connect to the BT Mail Server which it never does however many times I input the correct password - the same password I use for my main account I might add.
I use BitDefender for both users and settings look to be the same.
One difference might be in the update history of Thunderbird - the sub-account has Automatic Updates set and in it's history had installed version 38.2.0 successfully where as the instance in my own user does not have this update in its history but quotes that it was updated via another instance. Indeed, Help shows both instances as being on 38.2.0.
Driving me mad so any help will be greatly appreciated.
All Replies (5)
Can you login via webmail?
Please post your Troubleshooting Information. Help (Alt-H) - Troubleshooting Information Copy the information and paste it into your reply. There is a button for copying.
I input the correct password - the same password I use for my main account
I'm not sure what a BT sub-account is, and this may be necessary. However, reusing the same password for multiple accounts is bad practice.
Yes, webmail works using my login details - you can't login using sub-account details as it's just one repository for all emails in main and sub-accounts. By sub-account I mean BT gives you use of something like 11 email accounts linked to the main bill payers account so family members can all get their own email address. So I have my main account and one hanging off that for my wife - she has her own email address but I think it is more like putting a rule in that re-directs email from mine to hers if it is addressed to her. I might be wrong but that's how I think it works. And at initial set-up of sub-accounts it doesn't ask for a separate password.
Troubleshooting Details:
Application Basics
Name: Firefox Version: 40.0.3 Build ID: 20150826023504 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:40.0) Gecko/20100101 Firefox/40.0 Multiprocess Windows: 0/1 (default: false)
Crash Reports for the Last 3 Days
All Crash Reports
Extensions
Name: Adblock Plus Version: 2.6.10 Enabled: true ID: {d10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d}
Name: Lightbeam Version: 1.2.1.1-signed Enabled: true ID: jid1-F9UJ2thwoAm5gQ@jetpack
Name: Motive Extension Version: 1.0 Enabled: true ID: mcciwbch@motive.com
Name: Bitdefender Wallet Version: 2.0 Enabled: false ID: bdwteff@bitdefender.com
Graphics
Adapter Description: Mobile Intel(R) 4 Series Express Chipset Family Adapter Drivers: igdumd64 igd10umd64 igdumdx32 igd10umd32 Adapter RAM: Unknown Asynchronous Pan/Zoom: none ClearType Parameters: Gamma: 2200 Pixel Structure: R ClearType Level: 100 Enhanced Contrast: 50 Device ID: 0x2a42 Direct2D Enabled: Blocked for your graphics driver version. DirectWrite Enabled: false (6.2.9200.16571) Driver Date: 2-11-2011 Driver Version: 8.15.10.2302 GPU #2 Active: false GPU Accelerated Windows: 1/1 Direct3D 11 (OMTC) Subsys ID: 02aa1028 Supports Hardware H264 Decoding: true Vendor ID: 0x8086 WebGL Renderer: Google Inc. -- ANGLE (Mobile Intel(R) 4 Series Express Chipset Family Direct3D9Ex vs_3_0 ps_3_0) windowLayerManagerRemote: true AzureCanvasBackend: skia AzureContentBackend: cairo AzureFallbackCanvasBackend: cairo AzureSkiaAccelerated: 0 (#0) Error: OpenSharedResource failed for format 65
Important Modified Preferences
accessibility.blockautorefresh: true accessibility.typeaheadfind: true browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.smart_size.enabled: false browser.cache.disk.smart_size.first_run: false browser.cache.disk.smart_size.use_old_max: false browser.cache.frecency_experiment: 1 browser.download.importedFromSqlite: true browser.places.smartBookmarksVersion: 7 browser.privatebrowsing.autostart: true browser.sessionstore.upgradeBackup.latestBuildID: 20150806001005 browser.startup.homepage_override.buildID: 20150826023504 browser.startup.homepage_override.mstone: 40.0.3 dom.apps.reset-permissions: true dom.disable_open_during_load: false dom.mozApps.used: true extensions.lastAppVersion: 40.0.3 font.internaluseonly.changed: false gfx.blacklist.direct2d: 3 gfx.direct3d.last_used_feature_level_idx: 1 media.gmp-eme-adobe.lastUpdate: 1442755270 media.gmp-eme-adobe.version: 13 media.gmp-gmpopenh264.lastUpdate: 1432240340 media.gmp-gmpopenh264.version: 1.4 media.gmp-manager.buildID: 20150826023504 media.gmp-manager.lastCheck: 1442755266 network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.database.lastMaintenance: 1441834087 places.history.expiration.transient_current_max_pages: 79492 plugin.disable_full_page_plugin_for_types: application/pdf plugin.importedState: true print.printer_Send_To_OneNote_2013.print_bgcolor: false print.printer_Send_To_OneNote_2013.print_bgimages: false print.printer_Send_To_OneNote_2013.print_colorspace: print.printer_Send_To_OneNote_2013.print_command: print.printer_Send_To_OneNote_2013.print_downloadfonts: false print.printer_Send_To_OneNote_2013.print_duplex: 1515870810 print.printer_Send_To_OneNote_2013.print_edge_bottom: 0 print.printer_Send_To_OneNote_2013.print_edge_left: 0 print.printer_Send_To_OneNote_2013.print_edge_right: 0 print.printer_Send_To_OneNote_2013.print_edge_top: 0 print.printer_Send_To_OneNote_2013.print_evenpages: true print.printer_Send_To_OneNote_2013.print_footercenter: print.printer_Send_To_OneNote_2013.print_footerleft: &PT print.printer_Send_To_OneNote_2013.print_footerright: &D print.printer_Send_To_OneNote_2013.print_headercenter: print.printer_Send_To_OneNote_2013.print_headerleft: &T print.printer_Send_To_OneNote_2013.print_headerright: &U print.printer_Send_To_OneNote_2013.print_in_color: true print.printer_Send_To_OneNote_2013.print_margin_bottom: 0.5 print.printer_Send_To_OneNote_2013.print_margin_left: 0.5 print.printer_Send_To_OneNote_2013.print_margin_right: 0.5 print.printer_Send_To_OneNote_2013.print_margin_top: 0.5 print.printer_Send_To_OneNote_2013.print_oddpages: true print.printer_Send_To_OneNote_2013.print_orientation: 0 print.printer_Send_To_OneNote_2013.print_page_delay: 50 print.printer_Send_To_OneNote_2013.print_paper_data: 9 print.printer_Send_To_OneNote_2013.print_paper_height: 11.00 print.printer_Send_To_OneNote_2013.print_paper_name: print.printer_Send_To_OneNote_2013.print_paper_size_type: 0 print.printer_Send_To_OneNote_2013.print_paper_size_unit: 1 print.printer_Send_To_OneNote_2013.print_paper_width: 8.50 print.printer_Send_To_OneNote_2013.print_plex_name: print.printer_Send_To_OneNote_2013.print_resolution: 1515870810 print.printer_Send_To_OneNote_2013.print_resolution_name: print.printer_Send_To_OneNote_2013.print_reversed: false print.printer_Send_To_OneNote_2013.print_scaling: 1.00 print.printer_Send_To_OneNote_2013.print_shrink_to_fit: true print.printer_Send_To_OneNote_2013.print_to_file: false print.printer_Send_To_OneNote_2013.print_unwriteable_margin_bottom: 0 print.printer_Send_To_OneNote_2013.print_unwriteable_margin_left: 0 print.printer_Send_To_OneNote_2013.print_unwriteable_margin_right: 0 print.printer_Send_To_OneNote_2013.print_unwriteable_margin_top: 0 privacy.cpd.offlineApps: true privacy.cpd.siteSettings: true privacy.donottrackheader.enabled: true privacy.sanitize.migrateFx3Prefs: true privacy.sanitize.timeSpan: 0 storage.vacuum.last.index: 1 storage.vacuum.last.places.sqlite: 1441834087
Important Locked Preferences
JavaScript
Incremental GC: true
Accessibility
Activated: false Prevent Accessibility: 0
Library Versions
NSPR Expected minimum version: 4.10.8 Version in use: 4.10.8
NSS Expected minimum version: 3.19.2 Basic ECC Version in use: 3.19.2 Basic ECC
NSSSMIME Expected minimum version: 3.19.2 Basic ECC Version in use: 3.19.2 Basic ECC
NSSSSL Expected minimum version: 3.19.2 Basic ECC Version in use: 3.19.2 Basic ECC
NSSUTIL Expected minimum version: 3.19.2 Version in use: 3.19.2
Experimental Features
Please post the Troubleshooting Information for Thunderbird.
I already did - but here it is again:
Application Basics
Name: Thunderbird Version: 38.2.0 User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:38.0) Gecko/20100101 Thunderbird/38.2.0 Profile Folder: Show Folder
(Local drive) Application Build ID: 20150813074416 Enabled Plugins: about:plugins Build Configuration: about:buildconfig Memory Use: about:memory
Mail and News Accounts
account1:
INCOMING: account1, , (imap) mail.btinternet.com:993, SSL, passwordCleartext
OUTGOING: mail.btinternet.com:465, SSL, passwordCleartext, true
account2:
INCOMING: account2, , (none) Local Folders, plain, passwordCleartext
Crash Reports http://crash-stats.mozilla.com/report/index/bp-6a347bcb-c45c-4d28-b9d7-eb70f2140918 (18/09/2014)
Extensions
Bitdefender Antispam Toolbar, 7.0, true, bdThunderbird@bitdefender.com
Lightning, 4.0.2, true, {e2fda1a4-762b-4020-b5ad-a41df1933103}
Important Modified Preferences
Name: Value
browser.cache.disk.capacity: 358400
browser.cache.disk.smart_size_cached_value: 358400
browser.cache.disk.smart_size.first_run: false
browser.cache.disk.smart_size.use_old_max: false
extensions.lastAppVersion: 38.2.0
font.internaluseonly.changed: false
font.name.monospace.el: Consolas
font.name.monospace.tr: Consolas
font.name.monospace.x-baltic: Consolas
font.name.monospace.x-central-euro: Consolas
font.name.monospace.x-cyrillic: Consolas
font.name.monospace.x-unicode: Consolas
font.name.monospace.x-western: Consolas
font.name.sans-serif.el: Calibri
font.name.sans-serif.tr: Calibri
font.name.sans-serif.x-baltic: Calibri
font.name.sans-serif.x-central-euro: Calibri
font.name.sans-serif.x-cyrillic: Calibri
font.name.sans-serif.x-unicode: Calibri
font.name.sans-serif.x-western: Calibri
font.name.serif.el: Cambria
font.name.serif.tr: Cambria
font.name.serif.x-baltic: Cambria
font.name.serif.x-central-euro: Cambria
font.name.serif.x-cyrillic: Cambria
font.name.serif.x-unicode: Cambria
font.name.serif.x-western: Cambria
font.size.fixed.el: 14
font.size.fixed.tr: 14
font.size.fixed.x-baltic: 14
font.size.fixed.x-central-euro: 14
font.size.fixed.x-cyrillic: 14
font.size.fixed.x-unicode: 14
font.size.fixed.x-western: 14
font.size.variable.el: 17
font.size.variable.tr: 17
font.size.variable.x-baltic: 17
font.size.variable.x-central-euro: 17
font.size.variable.x-cyrillic: 17
font.size.variable.x-unicode: 17
font.size.variable.x-western: 17
gfx.blacklist.direct2d: 3
gfx.direct3d.last_used_feature_level_idx: 1
mail.openMessageBehavior.version: 1
mail.winsearch.firstRunDone: true
mailnews.database.global.datastore.id: f71ba2b0-0bbe-401c-8a9f-8ef6a7ed650
network.cookie.prefsMigrated: true
network.predictor.cleaned-up: true
places.database.lastMaintenance: 1442742877
places.history.expiration.transient_current_max_pages: 79492
plugin.importedState: true
privacy.donottrackheader.enabled: true
Graphics
Adapter Description: Mobile Intel(R) 4 Series Express Chipset Family
Vendor ID: 0x8086
Device ID: 0x2a42
Adapter RAM: Unknown
Adapter Drivers: igdumd64 igd10umd64 igdumdx32 igd10umd32
Driver Version: 8.15.10.2302
Driver Date: 2-11-2011
Direct2D Enabled: Blocked for your graphics driver version.
DirectWrite Enabled: false (6.2.9200.16571)
ClearType Parameters: Gamma: 2200 Pixel Structure: R ClearType Level: 100 Enhanced Contrast: 50
WebGL Renderer: false
GPU Accelerated Windows: 0
AzureCanvasBackend: skia
AzureSkiaAccelerated: 0
AzureFallbackCanvasBackend: cairo
AzureContentBackend: cairo
JavaScript
Incremental GC: 1
Accessibility
Activated: 0 Prevent Accessibility: 0
Library Versions
Expected minimum version
Version in use
NSPR
4.10.8
4.10.8
NSS
3.19.2 Basic ECC
3.19.2 Basic ECC
NSS Util
3.19.2
3.19.2
NSS SSL
3.19.2 Basic ECC
3.19.2 Basic ECC
NSS S/MIME
3.19.2 Basic ECC
3.19.2 Basic ECC
I already did - but here it is again:
Thanks. The first attempt was the Troubleshooting Information for Firefox.
Your server settings look good. Can you confirm the username is your email address including the @btinternet or @btopenworld.com part?
Beyond that try to disable Bitdefender and get rid of the 'Bitdefender Antispam Toolbar' extension. Thunderbird has a built-in spam filter.