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Unable to download messages from Telstra ISP
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Ian Campbell
Jan 26, 2016, 10:19:25 PM1/26/16
to community...@lists.mozilla.org
Out of the blue this morning can no longer download messages from my Telstra ISP.
Thunderbird opened normally and message "Downloading 1 of 45 messages" appeared but green progress bar stuck on one and eventually download timed out.
Accessing ISP's Web Mail discovered that of the 45 messages undelivered, had already received in the order of 20 through Thunderbird but these had not been deleted at the ISP Web Mail end. Deleting these at the ISP end and reopening Thunderbird produced the no download result described above.
Contacted the ISP and permitted them to take control of my system. They opened my Web Mail account and sent a test message to my email address. That the test message went through was proof that my email was working to them. No their fault, my Thunderbird settings needed changing.
No way would they accept my protestations that until this morning I had never had this experience over many years of using Thunderbird.
Nor would they recognise that Thunderbird had connected with their Web Mail, knew the number of messages coming, and had moved to receive but nothing further was happening. Neither was it of any importance that messages already passed on to Thunderbird were still amoung those yet to be sent.
All I have from my ISP is a case number.
Because they don't support Thunderbird the only response to my demand for an Action Plan to resolve the issue was "Contact Mozilla" so here I am.
Couldn't find this as an unresolved issue (there was only one listed when I looked minutes ago), and I'm not aware of any recent Thunderbird update which might have changed my settings.
Trusting someone will be able to assist me get out of this limbo land.
Cheers,
Ian
Thunderbird opened normally and message "Downloading 1 of 45 messages" appeared but green progress bar stuck on one and eventually download timed out.
Accessing ISP's Web Mail discovered that of the 45 messages undelivered, had already received in the order of 20 through Thunderbird but these had not been deleted at the ISP Web Mail end. Deleting these at the ISP end and reopening Thunderbird produced the no download result described above.
Contacted the ISP and permitted them to take control of my system. They opened my Web Mail account and sent a test message to my email address. That the test message went through was proof that my email was working to them. No their fault, my Thunderbird settings needed changing.
No way would they accept my protestations that until this morning I had never had this experience over many years of using Thunderbird.
Nor would they recognise that Thunderbird had connected with their Web Mail, knew the number of messages coming, and had moved to receive but nothing further was happening. Neither was it of any importance that messages already passed on to Thunderbird were still amoung those yet to be sent.
All I have from my ISP is a case number.
Because they don't support Thunderbird the only response to my demand for an Action Plan to resolve the issue was "Contact Mozilla" so here I am.
Couldn't find this as an unresolved issue (there was only one listed when I looked minutes ago), and I'm not aware of any recent Thunderbird update which might have changed my settings.
Trusting someone will be able to assist me get out of this limbo land.
Cheers,
Ian
i...@icampbel.com
Jan 29, 2016, 1:51:23 PM1/29/16
to mozilla-commu...@lists.mozilla.org
Am pleased to advise that this issue was cleared the same day the above report was posted.
In the final analysis it would appear that the non-delivery from my ISP, and possibly the non-deletion of messages already delivered at the ISP end, was due to my email scanner blocking at least the first, if not all, messages in the download queue.
My thanks to Matt for recommending that email scanning be turned off. On so doing and then opening Thunderbird, the backlog of messages flowed just as he said they would. Thanks also to Nathan for his contribution.
Not wishing to be unprotected, turned email scanning back on again. Thankfully later incoming messages continue to flow as normal.
As a final check, in case there was a virus involved which could have passed through in the short time protection was off, ran a full system scan which reported zero issues.
Copying this post to Bugzilla to whom the problem was also reported. Closed the case number with the ISP overlooking to report that no settings needed changing. Informed my virus protection provider by phone of the issue and its resolution.
Case closed.
Cheers,
Ian
In the final analysis it would appear that the non-delivery from my ISP, and possibly the non-deletion of messages already delivered at the ISP end, was due to my email scanner blocking at least the first, if not all, messages in the download queue.
My thanks to Matt for recommending that email scanning be turned off. On so doing and then opening Thunderbird, the backlog of messages flowed just as he said they would. Thanks also to Nathan for his contribution.
Not wishing to be unprotected, turned email scanning back on again. Thankfully later incoming messages continue to flow as normal.
As a final check, in case there was a virus involved which could have passed through in the short time protection was off, ran a full system scan which reported zero issues.
Copying this post to Bugzilla to whom the problem was also reported. Closed the case number with the ISP overlooking to report that no settings needed changing. Informed my virus protection provider by phone of the issue and its resolution.
Case closed.
Cheers,
Ian
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