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Troubleshooting with Thunderbird

Resetting the connector​

When malfunctions occur that cannot be resolved by simply restarting the software, the first step is to reset the connector: this operation resets synchronization and clears Thunderbird's browser cache.

It's as simple as this:

Logs​

Logs
For further information, seeLogs

Issues can be 2 types:

  • e-mail problems (receiving/sending/synchronizing e-mails): these are problems concerning the IMAP connection → file should be consulted /var/log/bm/imap.log.
  • issues with contacts or calendar (missing data in Thunderbird or not synced to the web application, incorrect display, tab that does not open. .): These are problems with BlueMind connector → consult connector logs (see below)

Getting detailed logs of the connector​

When problems occur without obvious cause (e.g. loss of internet connection), you need to enable the connector detail logging in order to get more complete logs that will give information about the routing of connector synchronization.

To do this:

  • Go to connector preferences
  • Check the "Enable debug logging" box:
  • Confirm with the "OK" button
  • Restart Thunderbird

Viewing connector logs​

  • Once the detailed logs are enabled and Thunderbird restarted (see above), return to the connector preferences
  • Click on " Show Log... " to view the log file
Location of log files

If the interface is unavailable to access the logs, they can be found in the following locations:

  • Linux (classic installation): /tmp/BlueMind.
  • Linux (installation via Flathub): /var/run/user/1000/.flatpak/org.mozilla.Thunderbird/tmp/BlueMind
  • Windows: %TMP%/BlueMind

Viewing server logs​

If an error stack appears in the connector log, see the /var/log/bm/core.log log file on the server for more information.

Known problems​

The calendar tab shows a blank page​

If connector reset (see above) is not enough to make the calendar reappear, then 2 solutions can be implemented:

Manually clearing integrated browser cache​

To manually reset the cache, proceed as follows:

  • type the keyboard shortcut ctrl-maj-delete to access the "Delete recent history" window
  • tick all boxes
  • select "All" from the drop-down menu
  • click on "Delete now"
  • close then reopen the Calendar tab

Forcing cover cleaning​

In addition to resetting and manually emptying the caches, Thunderbird can be forcibly cleaned:

  1. Close Thunderbird
  2. Open command prompt or computer terminal
  3. Use the following command row1 : 
    "C:\Program Files (x86)\Mozilla Thunderbird\thunderbird.exe" -purgecaches
    For more information, see Thunderbird : Tips and Tricks > -purgecaches command-line option
  4. Delete local storage folder1 : 
    C:\Users\John\AppData\Roaming\Thunderbird\Profiles\c05tkj52.default\storage\default\https+++bm.bluemind.loc
  5. Restart Thunderbird

 

⇒ If none of these methods restore the calendar, you need to enable debug logging (see previous paragraph) and transmit the resulting logs to the IT department or BlueMind support.

The schedule of events is shifted​

Symptom: The BlueMind calendar has been synchronized with Thunderbird using the CalDav protocol. Since then, all events have been shifted by one hour in the calendar. In the invitation email received by guests, both times are indicated: the correct time and the delayed time.

Cause : The CalDav and CardDav protocols are currently validated only with macOS native clients, and preferably with an up-to-date OS. Given the permissive nature of the standard, it is not currently possible to certify correct operation with other clients using these protocols.

Solution: Check your system's time zone, then redo ThunderBird's CalDav synchronization. See the Thunderbird forum for more information : https://support.mozilla.org/bm/questions/1414114

macOS Sequoia: connection to IMAP server refused​

Symptom: Thunderbird no longer connects to the IMAP or SMTP server for macOS Sequoia users. Thunderbird's activity window displays an event "Unable to connect to mail server mail.dev-bm.fr: connection has been refused."

Cause: When macOS asks the user if they want to allow Thunderbird to discover devices on the local network, if the user answers NO, macOS will implement a systematic blocking of all connections to local servers.

disable firewall

Contrary to what the notification indicates, macOS' behavior does not concern the "discovery" of devices on the network. This is a firewall rule that blocks connections. However, disabling the local firewall does not solve the problem.

Solution: Restore authorization for Thunderbird to communicate on the local network:

  • open System Settings
  • click on Privacy & Security
  • click on Local network
  • Search for Thunderbird in the list and enable authorization to "search for and communicate with devices on your local network".

For further information, see Apple documentation: https://developer.apple.com/documentation/technotes/tn3179-understanding-local-network-privacy

Folder deletion in a shared mailbox fails​

Symptom: With some mail servers, including BlueMind, deleting folders in a shared mailbox from Thunderbird returns an error and the folder is not deleted.

Cause: Thunderbird tries to move the shared mailbox folder to the user's trash, which is not possible on the server.

Solution: Modify Thunderbird's settings so that deletions do not go through the trash. To do this:

  • go to Settings > Account settings > Server settings > section Server settings
  • in the "When I delete a message" section, select "Remove it immediately":

Find out more​

Related BlueMind documentation pages

Footnotes​

  1. Note: paths may vary from one OS version to another, or depending on the location of the user folder ↩ ↩2

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