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 with no additional 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 =


So it is helpful 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>
* '''obtain a stacktrace'''
* '''describe your environment''' (including anything which helps you avoid the problem)
* '''determine steps to reproduce''', a sequence of steps that occur '''before''' you shut down
* '''experminent to determine steps to reproduce''', the complete sequence of steps '''before''' shut down needed to reproduce
* '''obtain a hang stacktrace'''


It is important that you provide as much of information as possible, and state how often you see the hang (always, rarely, etc).
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]:
 
# Does Thunderbird hang ... :
'''Describe the environment''' - Answers these easy questions should be stated in a bug report to describe your environment:
#* 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>
# Operating system, version, and Thunderbird version
#** [http://windows.microsoft.com/en-us/windows-8/windows-startup-settings-safe-mode win8 safe mode]
# Does the hang happen with Thunderbird started in [https://support.mozillamessaging.com/en-US/kb/Safe+Mode safe mode]? If it can't be reproduced in safe mode then the problem could be an extension, and you will want to experiment by disabling add-ons until you find the add-on causing the problem, then contact the add-on author.
#** [http://windows.microsoft.com/en-us/windows/start-computer-safe-mode#start-computer-safe-mode=windows-7 win7 safe mode]
#* does hang happen without calendar/lightning extension? ({{Bug|532435}})
#* 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.
# What firewall software do you run, if any? Does it hang with firewall disabled?
#** happen without calendar/lightning extension? ({{Bug|532435}})
# Cpu usage - is usage high (pegged), zero, low, or other?
#** happen without enigmail extension?
# 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) - are
#* linux, do netstat -tp grep -i 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?
# Was online or offline used, either via your explicit action, or automatically due to a dropped network connection?
# Did you change Thunderbird to online or offline status?
# 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
# 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)?
# CPU usage - is usage zero, low, high (maxed or pegged), or other?
# ldap address book - do you have an ldap directory address book defined?
# 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
## 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, you should concisely report: OS & Thunderbird version, safe mode, cpu, netstat results, indexing on or off, pop or imap account types, sleep/hibernate usage, online/offline usage'''
= Reported Bugs =


'''Obtain a stacktrace''' - If you can, please :
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.
* Get a stacktrace using _'''hang'''_ instructions in these references.  The stacktrace file can then be attached to a bug report.
** [https://developer.mozilla.org/En/How_to_get_a_stacktrace_for_a_bug_report How_to_get_a_stacktrace_for_a_bug_report]
** [[Thunderbird:Testing:Get_A_Debug_Thunderbird_Hang_Stack]]


'''Steps to reproduce''' - Please determine if there is a list of steps (1. first step, 2. second step, ...) which seem to cause the hang. This would be things you see and a sequence of steps that occur '''before''' you shut down. Often there isn't a single set of steps or a set of steps that cause the hang every time. So you may need to experiment and test to determine steps. Because it is not always possible to determine steps, it is important is that you at least have all the other details listed above.
* '''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]] -->
= Bugs =
** '''Subset: Only open hang bugs:''' Click the Status column in the query above to order by Status
** '''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)


Filing a bug : If none of the '''bugs mentioned below''' fit your symptoms, please [https://bugzilla.mozilla.org/enter_bug.cgi?product=Thunderbird file a bug] and include all the information obtained in the steps 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


'''[http://bit.ly/bUY5HM Bugzilla query - list of 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 bugs
Fixed in development (fixed, but not yet in a released version):
* see bugzilla query above
* -
* selected list of 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 59: 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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