Mozilla Thunderbird - Troubleshooting

If you're having difficulties with Thunderbird, most of the time there will be an error message that will assist in tracking down the problem. We've prepared a guide to the most common problems you might face, how to identify them and how to fix them.

In case of trouble, the very first thing you should do is check to see that your Internet connection is working properly. Can you browse to http://www.primus.com.au/? Do any other programs that connect to the Internet work? If not, you should have a look at some of our connection troubleshooting guides first.

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Please be aware that Primus tech support can't assist with any Thunderbird-related queries.

so if these suggestions don't help you should have a look at the official Mozilla support site and support forum.

Connection problems

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If you're seeing this error, it probably means your Internet connection isn't working. If you have Primus broadband, you should have a look at our troubleshooting guides to see if they fix your problem.

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This error means that Thunderbird can't communicate with the mail server properly -- the likely culprit is your firewall or anti-virus program. Turn one or both of them off and try again.

Mailbox-related problems

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This means that the mail server rejected the username and/or password. Have you changed your password recently, or perhaps you've mistyped it? Another reason this can occur is your anti-virus program isn't functioning properly; try disabling it to see if that helps.

A related problem that doesn't actually generate an error message is when your mailbox on the mail server is locked - in this case, Thunderbird will appear to be stuck on "sending login information", as shown below:

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If this happens, it's usually because you've had both Thunderbird and the Primus Webmail open at the same time. To fix this, close down both Thunderbird and Webmail for at least 30 minutes and then try again.

E-mail address problems

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This error means that the mail server didn't like the address you're sending to. Double-check the way you've spelt the address of the person you're writing to; is the e-mail address spelt correctly? Have you got commas instead of full stops? Is there an "@" symbol where there should be?

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This error means that the mail server didn't like the address you're sending from. Check your account settings: go to the Tools menu, select Account Settings..., click your e-mail address in the left-hand pane and check that the Email Address on the right-hand side is correct.

Configuration problems

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This error could mean that you have SSL configured in your account settings, which won't work with our mail server. Go to the Tools menu, select Account Settings..., select Server Settings (it's listed directly under your e-mail address in the left-hand pane) and select the "Never" option for "Use secure connection:" (you'll find it in the Security Settings section on the right-hand side).

Additionally, you need to check that your outgoing mail server is set correctly. In the Account Settings window, select Outgoing Server (SMTP) (down the bottom in the left-hand pane), ensure "smtp.iprimus.com.au" is highlighted and click Edit.... In the Security and Authentication section, ensure "No" or "TLS, if available" is selected for "Use secure connection:". Click OK, then OK again on the Account Settings window.

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This error means that you have TLS configured in your account settings, which won't work with our mail server. Go to the Tools menu, select Account Settings..., select Server Settings (it's listed directly under your e-mail address in the left-hand pane) and select the "Never" option for "Use secure connection:" (you'll find it in the Security Settings section on the right-hand side).

Additionally, you need to check that your outgoing mail server is set correctly. In the Account Settings window, select Outgoing Server (SMTP) (down the bottom in the left-hand pane), ensure "smtp.iprimus.com.au" is highlighted and click Edit.... In the Security and Authentication section, ensure "No" or "TLS, if available" is selected for "Use secure connection:". Click OK, then OK again on the Account Settings window.