Thunderbird:Testing:Shutdown Hang: Difference between revisions

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If you close, shut down or exit Thunderbird and it is still running, then you have a shutdown hang. But you shouldn't just report the issue with no detailed information, because there are many causes and symptoms for hangs.  
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If you close, shut down or exit Thunderbird (or Thunderbird stops on its own) and you see the Thunderbird '''process''' is still running (in MS-Windows task manager aka taskmgr, or linux ps process status) then you have a shutdown hang. When starthing Thunderbird you may see an error message "Thunderbird is already running". Check taskmgr or ps to see whether thunderbird is there. If you don't see thunderbird listed then you do not have a hang.
 
'''What to do:''' 1. Go through the full [[#Symptoms|symptoms]] list below. 2. If a [[#Reported Bugs|Reported Bug]] is an exact match then cc yourself on the bug, but please only comment if you have new data to add.  3. If no bugs match, then report a new one, and provide detailed symptom information. In summary, just commenting that you see a hang is not useful - please support your report with symptom data.


= Symptoms =
= Symptoms =


To be most helpful, you will want to  
To be most helpful, you will want to  
* '''describe the environment'''  
* '''not be using an old version''' - please use [http://getthunderbird.com/ the latest release], or better yet [http://www.mozilla.org/thunderbird/channel/ Early Bird] or [ftp://ftp.mozilla.org/pub/thunderbird/nightly/latest-comm-central/ development] <small>([http://kb.mozillazine.org/Profile_backup do a backup first])</small>
* '''describe your environment''' (including anything which helps you avoid the problem)
* '''experminent to determine steps to reproduce''', the complete sequence of steps  '''before''' shut down needed to reproduce
* '''obtain a hang stacktrace'''
* '''obtain a hang stacktrace'''
* '''determine steps to reproduce''', a sequence of steps that occur '''before''' you shut down


'''Describe the environment''' - Answer these easy questions in a bug report:
Put your answers to these questions in a [https://bugzilla.mozilla.org/enter_bug.cgi?product=Thunderbird bug report] or in a [https://support.mozilla.org/products/thunderbird posting to support]:
# Operating system and version, and Thunderbird version
# Does Thunderbird hang ... :
#* when Windows is started in safe mode? If it doesn't hang in safe mode then something running in Windows is interfering, like antivirus or firewall software.  <small>see [[Thunderbird:Testing:Antivirus_Related_Performance_Issues|firewall or antivirus software]]</small>
#** [http://windows.microsoft.com/en-us/windows-8/windows-startup-settings-safe-mode win8 safe mode]
#** [http://windows.microsoft.com/en-us/windows/start-computer-safe-mode#start-computer-safe-mode=windows-7 win7 safe mode]
#* when Thunderbird is started in [https://support.mozilla.org/en-US/kb/safe-mode safe mode]? If it doesn't hang in safe mode then disable add-ons until you find which add-on is causing the problem, then contact the add-on author.
#** happen without calendar/lightning extension? ({{Bug|532435}})
#** happen without enigmail extension?
# Is gloda indexing enabled or disabled? (Tools|Options|Advanced|General)
# What type of mail accounts do you have - pop, imap, or a combination?
# Did the computer go into sleep or hibernate while Thunderbird was running?
# Did you change Thunderbird to online or offline status?
# Did you move your (laptop) computer to a different network?
# State your operating system and version. State Thunderbird version from Help > About.
# How often you see the hang (always, rarely, etc)?
# How often you see the hang (always, rarely, etc)?
# Does Thunderbird hang when started in [https://support.mozillamessaging.com/en-US/kb/Safe+Mode safe mode]? If it doesn't hang in safe mode then the problem could be an extension, and you will want to experiment by disabling add-ons until you find which add-on is causing the problem, then contact the add-on author.
# CPU usage - is usage zero, low, high (maxed or pegged), or other?
#* does hang happen without calendar/lightning extension? ({{Bug|532435}})
# ldap address book - do you have an ldap directory address book defined?
# Does Thunderbird hang with [[Thunderbird:Testing:Antivirus_Related_Performance_Issues|firewall or antivirus software]] disabled? If it does not, then the problem is with that software, not Thunderbird.
# run netstat while Thunderbird is running - any connections to ldap, imap mail server, or other protocols shown for the thunderbird process?
# CPU usage - is usage high (maxed or pegged), zero, low, or other?
#* MS-Windows: open a dos command window (Start, Programs, Accessories, Command Prompt), then type '''netstat -abo > netstat.log''' and hit enter. then type '''more netstat.log''' to look for lines that show thunderbird.exe.
# run netstat - any thunderbird connections to ldap, imap mail server, or other protocols?
#* MS-Windows: in a dos command window, do netstat -a -b -o
#* linux/Mac: do netstat -tp | grep -i thunderbird  
#* linux/Mac: do netstat -tp | grep -i thunderbird  
# Is gloda indexing enabled or disabled? (Tools|Options|Advanced|General)
## list the netstat results in your problem report
# Are your mail accounts pop, imap, or a combination?
## If imap connections are seen and if needed by the devoloper, get an [[MailNews:Logging|imap:5 log]] in a log file, which can be attached to a bug report
# Did the computer go into sleep or hibernate while Thunderbird was running?
# '''Steps to reproduce''' (STR) - Determine a full list of steps which seem to cause the hang. This list is a sequence of actions (1. xxxx, 2. yyyy, 3. zzz, etc) you did just '''before''' you shut down. Plus the things you see along the way on the screen. You may need to experiment to find steps that are most reliable, and also eliminate steps which aren't needed to reproduce the problem. If you can't seem to find a reliable set of steps, don't let that stop you from checking the bug list below or filing a bug report with the information you have collected.
# Was online or offline used, either via your explicit action, or automatically due to a dropped network connection?
# '''Obtain a hang stacktrace''' - Please get a stacktrace using Thunderbird symbol server using _'''hang'''_ instructions in the references below, then attach text file containing stacktrace to a bug report. Anywhere you see "Firefox" in the instructions, please substitute "Thunderbird".
# If imap connections are shown in the netstat results above and if needed by the devoloper, get an [[MailNews:Logging|imap:5 log]] in a log file, which can be attached to a bug report
#* Windows: [https://developer.mozilla.org/en/How_to_get_a_stacktrace_with_WinDbg WinDbg instructions], and use "'''!analyze -v -hang'''" instead of !analyze -v -f
#* Mac: [[Thunderbird:Testing:Get_A_Debug_Thunderbird_Hang_Stack]] also [[Thunderbird:Backtraces_On_OS_X]]
#* Linux: [https://developer.mozilla.org/En/How_to_get_a_stacktrace_for_a_bug_report#Alternative_ways_to_get_a_stacktrace]
:'''To recap, please concisely report: OS & Thunderbird version, frequency, safe mode results, cpu, netstat results, indexing on or off, pop or imap account types, sleep/hibernate usage, online/offline usage, STR'''. And, if possible, a hang stack trace.


:To recap, please concisely report: OS & Thunderbird version, frequency, safe mode results, cpu, netstat results, indexing on or off, pop or imap account types, sleep/hibernate usage, online/offline usage
= Reported Bugs =


'''Obtain a hang stacktrace''' - If you can, please get a stacktrace using _'''hang'''_ instructions in these references, then attach stacktrace file to a bug report. Anywhere you see "Firefox" in the instructions, please substitute "Thunderbird".
After stepping through the [[#Symptoms|Symptoms]] list above, check the bugs below. If none match your exact symptoms please [https://bugzilla.mozilla.org/enter_bug.cgi?product=Thunderbird file a new bug] and include the information gathered from the steps above.  
* Windows: [https://developer.mozilla.org/en/How_to_get_a_stacktrace_with_WinDbg] and use '''!analyze -v -hang''' instead of !analyze -v -f
* Mac: [[Thunderbird:Testing:Get_A_Debug_Thunderbird_Hang_Stack]]
* Linux: [https://developer.mozilla.org/En/How_to_get_a_stacktrace_for_a_bug_report#Alternative_ways_to_get_a_stacktrace]


'''Steps to reproduce''' - Please determine if there is a list of steps
* '''All hang bugs: [http://bit.ly/bUY5HM Bugzilla query - open, invalid and fixed bugs from the beginning of time]'''
:1. first step
<!-- see "shutdown hang" query at [[Thunderbird:Bug_Queries]] -->
:2. second step
** '''Subset: Only open hang bugs:''' Click the Status column in the query above to order by Status
:3. ...
** '''Status change: [https://bugzilla.mozilla.org/buglist.cgi?keywords=hang&chfieldto=Now&query_format=advanced&chfield=resolution&keywords_type=allwords&chfieldfrom=4m&short_desc=shutdown%20quit%20exit%20close%20closing%20terminat&bug_severity=blocker&bug_severity=critical&bug_severity=major&bug_severity=normal&short_desc_type=anywordssubstr&product=MailNews%20Core&product=Thunderbird Status of bug has changed recently (4 mo.)] (includes unfixed)
which seem to cause the hang. This would be the things you see and a sequence of actions you do just '''before''' you shut down. You may need to experiment and test to find steps that seem reliable. But if you can't seem to find a unique set of steps, don't let that stop you from looking at the bug list or filing a bug report, because the environment information you have collected from the list above may be sufficient to identify the cause.
 
= Bugs =


You might check the '''bugs mentioned below''' to see which fit your symptoms. If none match your symptoms please [https://bugzilla.mozilla.org/enter_bug.cgi?product=Thunderbird file a bug] and include all the information requested above.
* Notable open bugs (from the [https://bugzilla.mozilla.org/buglist.cgi?type1-0-0=substring&keywords=hang&keywords_type=allwords&list_id=875345&short_desc=%20exit%20shut%20sleep%20quit%20wake%20waki%20hiber&field0-0-0=short_desc&type0-0-1=substring&field0-0-1=keywords&type1-0-1=allwordssubstr&resolution=---&classification=Client%20Software&classification=Components&query_format=advanced&short_desc_type=anywordssubstr&type0-0-0=anywordssubstr&field1-0-0=short_desc&product=MailNews%20Core&product=Thunderbird&field1-0-1=short_desc open bug list]:
** (none)
* References:
** {{bug|504971}} see comment 12 about IDLE
** {{bug|504971}} see comment 15


'''All hang bugs: [http://bit.ly/bUY5HM Bugzilla query - open, invalid and fixed bugs from the beginning of time]'''
Caused by other software:
<!-- see "shutdown hang" query at [[Thunderbird:Bug_Queries]] -->
* <strike>{{Bug|532435}}</strike> Thunderbird 3.0RC 2 does not quit, high cpu, no imap connection and must be killed - with enigmail error [caused by Engimail]
* <strike>{{Bug|544684}}</strike> Application hang, GUI closed, process not killable from task manager caused by McAfee
* and for more, see INVALID bugs in the "All hang bugs" bugzilla query above


'''Open hang bugs:'''
Fixed in development (fixed, but not yet in a released version):  
* Click the Status column label of the bugzilla query link above to show bugs in Status order
* -
* selected open bugs
** {{Bug|479373}} Hang on shutdown if there are outstanding SSL requests
** {{Bug|508263}} 3.0b3 hangs on exit/shutdown with high cpu, no imap connections [Mac only?] [speculation: losing the network connection/sleeping]


References:
Fixed in version 5
* {{bug|504971}} see comment 12
* <strike>{{bug|508263}}</strike> 3.0b3 hangs on exit/shutdown with high cpu, no imap connections, no ldap connection or stack entry. connection or stack entry after sleep/wake. fixed by closing cached imap connections on sleep, and delay biff restart
* {{bug|504971}} see comment 15
* <strike>{{bug|524315}}</strike> shutdown hang, high cpu, no open imap connections, no ldap connections but has live, blocked ldap threads
* <strike>{{bug|565065}}</strike> - Thunderbird stuck at shutdown, infinite poll gettimeofday read sequence in strace


Fixed bugs in version 3 (most recent at top):  
Fixed bugs in version 3 (most recent at top):  
Line 62: Line 77:
* <strike>{{Bug|516388}}</strike> Hang when exiting Archives smart folder is used
* <strike>{{Bug|516388}}</strike> Hang when exiting Archives smart folder is used
* <strike>{{Bug|497059}}</strike> Hang with unreliable wifi connection, either when re-connecting to email server, or on shutdown
* <strike>{{Bug|497059}}</strike> Hang with unreliable wifi connection, either when re-connecting to email server, or on shutdown
Hangs caused by other software
* {{Bug|532435}} Thunderbird 3.0RC 2 does not quit, high cpu, no imap connection and must be killed - with enigmail error [caused by Engimail]
* and see INVALID bugs in the bugzilla query above

Latest revision as of 12:17, 24 February 2015

If you close, shut down or exit Thunderbird (or Thunderbird stops on its own) and you see the Thunderbird process is still running (in MS-Windows task manager aka taskmgr, or linux ps process status) then you have a shutdown hang. When starthing Thunderbird you may see an error message "Thunderbird is already running". Check taskmgr or ps to see whether thunderbird is there. If you don't see thunderbird listed then you do not have a hang.

What to do: 1. Go through the full symptoms list below. 2. If a Reported Bug is an exact match then cc yourself on the bug, but please only comment if you have new data to add. 3. If no bugs match, then report a new one, and provide detailed symptom information. In summary, just commenting that you see a hang is not useful - please support your report with symptom data.

Symptoms

To be most helpful, you will want to

  • not be using an old version - please use the latest release, or better yet Early Bird or development (do a backup first)
  • describe your environment (including anything which helps you avoid the problem)
  • experminent to determine steps to reproduce, the complete sequence of steps before shut down needed to reproduce
  • obtain a hang stacktrace

Put your answers to these questions in a bug report or in a posting to support:

  1. Does Thunderbird hang ... :
    • when Windows is started in safe mode? If it doesn't hang in safe mode then something running in Windows is interfering, like antivirus or firewall software. see firewall or antivirus software
    • when Thunderbird is started in safe mode? If it doesn't hang in safe mode then disable add-ons until you find which add-on is causing the problem, then contact the add-on author.
      • happen without calendar/lightning extension? (bug 532435)
      • happen without enigmail extension?
  2. Is gloda indexing enabled or disabled? (Tools|Options|Advanced|General)
  3. What type of mail accounts do you have - pop, imap, or a combination?
  4. Did the computer go into sleep or hibernate while Thunderbird was running?
  5. Did you change Thunderbird to online or offline status?
  6. Did you move your (laptop) computer to a different network?
  7. State your operating system and version. State Thunderbird version from Help > About.
  8. How often you see the hang (always, rarely, etc)?
  9. CPU usage - is usage zero, low, high (maxed or pegged), or other?
  10. ldap address book - do you have an ldap directory address book defined?
  11. run netstat while Thunderbird is running - any connections to ldap, imap mail server, or other protocols shown for the thunderbird process?
    • MS-Windows: open a dos command window (Start, Programs, Accessories, Command Prompt), then type netstat -abo > netstat.log and hit enter. then type more netstat.log to look for lines that show thunderbird.exe.
    • linux/Mac: do netstat -tp | grep -i thunderbird
    1. list the netstat results in your problem report
    2. If imap connections are seen and if needed by the devoloper, get an imap:5 log in a log file, which can be attached to a bug report
  12. Steps to reproduce (STR) - Determine a full list of steps which seem to cause the hang. This list is a sequence of actions (1. xxxx, 2. yyyy, 3. zzz, etc) you did just before you shut down. Plus the things you see along the way on the screen. You may need to experiment to find steps that are most reliable, and also eliminate steps which aren't needed to reproduce the problem. If you can't seem to find a reliable set of steps, don't let that stop you from checking the bug list below or filing a bug report with the information you have collected.
  13. Obtain a hang stacktrace - Please get a stacktrace using Thunderbird symbol server using _hang_ instructions in the references below, then attach text file containing stacktrace to a bug report. Anywhere you see "Firefox" in the instructions, please substitute "Thunderbird".
To recap, please concisely report: OS & Thunderbird version, frequency, safe mode results, cpu, netstat results, indexing on or off, pop or imap account types, sleep/hibernate usage, online/offline usage, STR. And, if possible, a hang stack trace.

Reported Bugs

After stepping through the Symptoms list above, check the bugs below. If none match your exact symptoms please file a new bug and include the information gathered from the steps above.

Caused by other software:

  • bug 532435 Thunderbird 3.0RC 2 does not quit, high cpu, no imap connection and must be killed - with enigmail error [caused by Engimail]
  • bug 544684 Application hang, GUI closed, process not killable from task manager caused by McAfee
  • and for more, see INVALID bugs in the "All hang bugs" bugzilla query above

Fixed in development (fixed, but not yet in a released version):

  • -

Fixed in version 5

  • bug 508263 3.0b3 hangs on exit/shutdown with high cpu, no imap connections, no ldap connection or stack entry. connection or stack entry after sleep/wake. fixed by closing cached imap connections on sleep, and delay biff restart
  • bug 524315 shutdown hang, high cpu, no open imap connections, no ldap connections but has live, blocked ldap threads
  • bug 565065 - Thunderbird stuck at shutdown, infinite poll gettimeofday read sequence in strace

Fixed bugs in version 3 (most recent at top):

  • bug 494014 shutdown hang, high cpu, no open imap connections
  • bug 497598 hang on shutdown appending msg to imap folder via a filter
  • bug 487965 hang on shutdown with open imap connections and zero cpu
  • bug 420744 Shutdown fails with 100% cpu load when auto-complete over LDAP
  • bug 495551 hang on shutdown, zero cpu, few (1-2) imap connections - from imap url initiated during shutdown (modal alert from imap thread / proxy call to UI thread)
  • bug 516388 Hang when exiting Archives smart folder is used
  • bug 497059 Hang with unreliable wifi connection, either when re-connecting to email server, or on shutdown
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