Thunderbird:Testing:Shutdown Hang: Difference between revisions

From MozillaWiki
Jump to navigation Jump to search
m (nits)
 
(15 intermediate revisions by 2 users not shown)
Line 1: Line 1:
If you close, shut down or exit Thunderbird (or Thunderbird stops on its own) and you see the Thunderbird '''process''' is still seen running in MS-Windows task manager (taskmgr) or linux process status (ps), then you have a shutdown hang. Or perhaps you encountered a message that "Thunderbird is already running". The "already running" message can be a symptom that is not related to hangs, so it is essential that you check taskgmgr or ps.
__TOC__
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.


There are several reported [[#Bugs|Bugs]], but please only comment in a bug, or report a new one, using detailed information which you can obtain from the [[#Symptoms|Symptoms]] list below. In other words, just reporting or commenting that you hang is not useful - please support you report with data.
'''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 your 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 or posting to support:
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]:
# Software tests. Does Thunderbird hang ... :
# 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 you will want to disable add-ons until you find which add-on is causing the problem, then contact the add-on author.
#* 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 calendar/lightning extension? ({{Bug|532435}})
#** happen without enigmail extension?  
#** happen without enigmail extension?  
#* 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.
# Is gloda indexing enabled or disabled? (Tools|Options|Advanced|General)
# Is gloda indexing enabled or disabled? (Tools|Options|Advanced|General)
# Are your mail accounts pop, imap, or a combination?
# 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 the computer go into sleep or hibernate while Thunderbird was running?
# Did you change Thunderbird to online or offline status?  
# Did you change Thunderbird to online or offline status?  
Line 24: Line 28:
# How often you see the hang (always, rarely, etc)?
# How often you see the hang (always, rarely, etc)?
# CPU usage - is usage zero, low, high (maxed or pegged), or other?
# CPU usage - is usage zero, low, high (maxed or pegged), or other?
# run netstat - any thunderbird connections to ldap, imap mail server, or other protocols?
# ldap address book - do you have an ldap directory address book defined?
#* MS-Windows: in a dos command window, do netstat -a -b -o
# 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  
#* linux/Mac: do netstat -tp | grep -i 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
## list the netstat results in your problem report
## 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
# '''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.
# '''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".
#* 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 a list of steps which seem to cause the hang.
:1. first step
:2. second step
:3. ...
This list is a sequence of actions you do just '''before''' you shut down, plus the things you see. You may need to experiment and test to find steps that seem reliable. If you can't seem to find a unique set of steps, don't let that stop you from looking at the bug list (below) or filing a bug report, because the environment information you have collected be may be enough to match with someone else's report.
= Bugs =
Check the bugs below to see which fit your exact situation after you go through the [[#Symptoms|Symptoms]] list above. If none match your symptoms please [https://bugzilla.mozilla.org/enter_bug.cgi?product=Thunderbird file a bug] and include the information gathered above in [[#Symptoms|Symptoms]].  Bugs typically do not get fixed quickly. So if a bug's status is still open (not marked fixed), then it probably isn't fixed, even if a new release has been issued.
* [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 Bug's status changed in last 4 months] (but not necessarily fixed)
* '''All hang bugs: [http://bit.ly/bUY5HM Bugzilla query - open, invalid and fixed bugs from the beginning of time]'''
* '''All hang bugs: [http://bit.ly/bUY5HM Bugzilla query - open, invalid and fixed bugs from the beginning of time]'''
<!-- see "shutdown hang" query at [[Thunderbird:Bug_Queries]] -->
<!-- see "shutdown hang" query at [[Thunderbird:Bug_Queries]] -->
* '''Open hang bugs:''' In the bugzilla query above click the Status column to show bugs in Status order
** '''Subset: Only open hang bugs:''' Click the Status column in the query above to order by Status
* Selected open bugs:
** '''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)
** {{Bug|508263}} 3.0b3 hangs on exit/shutdown with high cpu, no imap connections [Mac only?] [speculation: losing the network connection/sleeping]
 
* 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:
* References:
** {{bug|504971}} see comment 12 about IDLE
** {{bug|504971}} see comment 12 about IDLE
** {{bug|504971}} see comment 15
** {{bug|504971}} see comment 15


Hangs caused by other software:
Caused by other software:
* <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|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
* <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
* 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
* <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
* <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):  

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
Retrieved from "https://wiki.allizom.org/index.php?title=Thunderbird:Testing:Shutdown_Hang&oldid=1057809"