The picture shows the window that appears when gmail is going through the OAuth authentication process. Google changed it recently, so you need TB 68.2.1 or 60.9.1 to fix this.

As for the crashes, open Help/Troubleshooting Information and look under Crash reports. Post the last few crash URLs here for further advice.

Thank you for your reply. How do I decide on 68.2.1 or 60.9.1 - does it matter which one?

Here are the crash reports: Unsubmitted Crash Reports Report ID Date Crashed e598f444-6eef-4528-b00a-70c286e0efe6 29/11/2017 14:50 Submitted Crash Reports Report ID Date Submitted bp-4263895d-6bed-4fd8-a676-aa57a0191121 21/11/2019 19:37 bp-58642626-4835-4dcc-b10a-1b6170191115 15/11/2019 18:27 bp-7907a0ae-0c2f-4fa9-982d-889180191112 12/11/2019 16:48 bp-d6151700-43ce-403f-9432-932170191111 11/11/2019 22:39 bp-42b798ca-f042-4fca-8897-406230191110 10/11/2019 09:10 bp-30d14063-3a47-4062-a135-ae12b0191109 09/11/2019 09:09 bp-9af1e1cd-d01b-4b30-a0e1-cb14e0191107 07/11/2019 17:09 bp-534488f8-dcd4-40fa-884c-8512b0190924 24/09/2019 08:12 bp-46cf7d79-c974-4e24-b990-a96860190901 01/09/2019 09:55 bp-697f0594-6ed8-473e-9b0a-0c4c30190713 13/07/2019 10:31 bp-09092756-d9a0-4a71-9d4b-b3cda0190502 02/05/2019 15:31 bp-c103d975-930c-41ee-a803-602eb0190427 27/04/2019 20:10 bp-f73a4d89-7f69-4b2e-93b0-9da8e0190422 22/04/2019 14:45 bp-1b7dc902-8422-467e-b4d8-98fa80190322 22/03/2019 10:31 bp-595aa1cf-ed78-417c-8570-9c9900180521 21/05/2018 10:45 bp-5deb7bcf-7438-4c0c-8df0-2ef350180521 21/05/2018 10:02

Your reports indicate you're on 60.9.1, so the gmail authentication shouldn't be an issue - as long as you have the usual elements in place, such as allowing cookies for *.google.com in TB Tools/Privacy. This applies for syncing mail accounts; calendar and contact syncing may require updating the add-ons for those functions (which you aren't using).

I can't identify anything in your crash reports that suggests the source of the crashes. There are a couple of related bug reports on the Bugzilla tab. It's usually recommended to disable AV scanning of email folders, so you could add the profile folder as an Exclusion in Windows Defender - not that it will necessarily stop the crashes. The default location of the profile is:

C:\Users\username\AppData\Roaming\Thunderbird\Profiles\8charstring.default

AppData is hidden by default.

Thank you very much for taking the time to answer my question. I`m afraid I don`t know how to carry out your suggestions and I`m worried about making things worse. My main problem is finding a way to retrieve my lost deleted emails - is there any easy way to do that?

Thank you.

As for your deleted mail, check that you are subscribed to the Trash or Deleted Items folder, if it's an IMAP account, by right-clicking the account in the Folder Pane, Subscribe. Also, access the account via webmail and see if deleted items are visible. This may depend on how long your provider keeps deleted messages.

See these instructions for how to add an Exclusion to Windows Defender.

Hellas, your crash is described at https://bugzilla.mozilla.org/show_bug.cgi?id=1524247

Two questions: 1. Did adjusting Windows Defender help? 2. Do you also crash when using version 68?

Your reply will be appreciated. Thanks

Hi Wayne,

Thank you very much for your email. I`m sorry, I don`t understand your questions. I haven`t done anything to Windows Defender and I don`t know what version 68 is.

Can you please send me detailed instructions on what I need to do. Thunderbird is still constantly crashing and I have attached a copy of the page that appears every time I check my emails.

Thank you for your help,

Helen Butler

Did you ever try and configure your calendar to use Google? If not we will need to try and work out why your are being prompted in that manner. Do you fill the pages in each time you check mail?

Could you please do the following:

1. Open the Thunderbird menu > Help > Troubleshooting Information, then click Copy text to Clipboard.
2. Open a reply to this post, and paste the troubleshooting information. into the reply.

I am really only interested in the information down as far as the graphics heading, so if you want to delete everything after that in your reply, feel free to do so. If you post the lot, it will make no difference, it is your choice.

Hi Matt, Thank you very much for your reply. I have not tried to configure any calendar ever. I never fill in the pages - I just get rid of the page by using the escape key. This page just appeared at the same time Thunderbird started crashing and I lost all my deleted emails.

Here is the info you asked for: Troubleshooting Information This page contains technical information that might be useful when you're trying to solve a problem. If you are looking for answers to common questions about Firefox, check out our support web site. Application Basics Name Firefox Version 72.0.1 Build ID 20200107212822 Update Folder C:\ProgramData\Mozilla\updates\308046B0AF4A39CB Update History Update Channel release User Agent Mozilla/5.0 (Windows NT 6.3; Win64; x64; rv:72.0) Gecko/20100101 Firefox/72.0 OS Windows_NT 6.3 Application Binary C:\Program Files\Mozilla Firefox\firefox.exe Profile Folder C:\Users\Helen\AppData\Roaming\Mozilla\Firefox\Profiles\j1xal2lj.default-1573414704607 Enabled Plugins about:plugins Build Configuration about:buildconfig Memory Use about:memory Performance about:performance Registered Service Workers about:serviceworkers Launcher Process Enabled Multiprocess Windows 1/1 Enabled by default Remote Processes 5 Enterprise Policies Inactive Google Location Service Key Found Google Safebrowsing Key Found Mozilla Location Service Key Found Safe Mode false Profiles about:profiles Crash Reports for the Last 3 Days Report ID Submitted

All Crash Reports Firefox Features Name Version ID DoH Roll-Out 1.3.0 doh-rollout@mozilla.org Firefox Screenshots 39.0.0 screenshots@mozilla.org Form Autofill 1.0 formautofill@mozilla.org Web Compat 6.4.0 webcompat@mozilla.org WebCompat Reporter 1.1.0 webcompat-reporter@mozilla.org Remote Processes Type Count Web Content 3 / 8 Extension 1 GPU 1 Extensions Name Version Enabled ID Amazon.co.uk 1.1 true amazon@search.mozilla.org Bing 1.0 true bing@search.mozilla.org Chambers (UK) 1.0 true chambers-en-GB@search.mozilla.org DuckDuckGo 1.0 true ddg@search.mozilla.org eBay 1.0 true ebay@search.mozilla.org Google 1.0 true google@search.mozilla.org Twitter 1.0 true twitter@search.mozilla.org Wikipedia (en) 1.0 true wikipedia@search.mozilla.org IBM Security Rapport 2.1.69 false rapportext@trusteer.com Yahoo Homepage 1.5.2 false ff_hpset@jetpack Security Software Type Name Antivirus Windows Defender Antispyware Windows Defender Firewall Windows Firewall

Thank you for your help. Helen Butler

That firefox troubleshooting information is not going to be much use. Want to have another try for the Thunderbird one.

If you only use one account with google, I would suggest you actually fill the page in and follow the steps to authorize access. I am guessing the authentication method on your account is oAuth and not normal password. AS this appears to be the future, going back is probably not going to be a long term solution. If you account is IMAP, perhaps the mail is missing because the account is not authorized so can not synchronize.

Hi Matt, I hope this is what you want. Can I ask you if removing Thunderbird completely and starting again is an option OR doing that thing where you completely clear the laptop and start again? I appreciate any advice you are able to give to solve the problem.

Troubleshooting Information This page contains technical information that might be useful when you’re trying to solve a problem. If you are looking for answers to common questions about Thunderbird, check out our support website. Include account names (possibly identifying information) Application Basics Name Thunderbird Version 60.9.1 Build ID 20191031083309 Update History Update Channel release User Agent Mozilla/5.0 (Windows NT 6.3; WOW64; rv:60.0) Gecko/20100101 Thunderbird/60.9.1 OS Windows_NT 6.3 Profile Folder (Local drive) Enabled Plugins about:plugins Build Configuration about:buildconfig Memory Use about:memory Performance about:performance Registered Service Workers about:serviceworkers Multiprocess Windows 0/0 (Disabled) Stylo content = true (enabled by default), chrome = true (enabled by default) Google Location Service Key Missing Google SafeBrowsing Key Missing Mozilla Location Service Key Missing Safe Mode false Profiles about:profiles Mail and News Accounts ID Incoming server Outgoing servers Name Connection security Authentication method Name Connection security Authentication method Default? account1 (imap) imap.talktalk.net:143 STARTTLS Normal password smtp.talktalk.net:587 STARTTLS Normal password true account2 (none) Local Folders None Normal password account3 (imap) imap.gmail.com:993 SSL/TLS OAuth2 smtp.gmail.com:465 SSL/TLS OAuth2 true Crash Reports for the Last 3 Days Report ID Submitted bp-da5d092c-d7e3-455a-9921-7cb9a0200119 2 days ago

All Crash Reports Extensions Name Version Enabled ID Lightning 6.2.9.1 true {e2fda1a4-762b-4020-b5ad-a41df1933103} Security Software Type Name Antivirus Windows Defender Antispyware Windows Defender Fire

You crash report indicates an issue with rooksbas.pdb, which is related to Trusteer Rapport, a security software offered by many banks. See if the crashes stop if you disable or remove it.

You might want to change your incoming server settings to mail.talktalk.net on port 993, SSL/TLS security.

https://community.talktalk.co.uk/t5/Articles/Email-settings-IMAP-amp-POP3/ta-p/2204399

Hello, OK, I have disabled Trusteer Endpoint but can you please give me very detailed instructions on how to change incoming server settings. Thank you, Helen Butler

The incoming server settings are in Tools/Account Settings, Server Settings for the account. But I recommend you see how TB works after disabling Trusteer before changing the server. If the current settings work for receiving mail, leave them as is for now.

Hello, Thunderbird is still crashing. Thank you, Helen Butler

Crash report mentions: Shutdown crash/hang due to endless wait loop when no password is entered

Did you update any gmail or any google logon password recently?

When you get that pop up window which gmail is showing you, have you actually provided the requested info eg: full gmail email address and normal password and followed instructions ?