ISP authentication errors
I 've used Thunderbird for several years without any issues - thank you for that - but suddenly, over the last two or three weeks when sending a message, I have been getting an authentication error message from my ISP and the e-mail is rejected. This occurs every time I try to send an e-mail after rebooting my PC.
A password change made no difference.
Incoming messages are not affected.
Clearly my ISP is blocking the messages because it is not receiving the correct password or account name - but why?
The workaround I have discovered is to enter troubleshoot mode, then send the e-mail (successfully). Then I can exit troubleshoot mode and any later e-mails are also sent successfully - until I reboot the PC and then I have to repeat the procedure again.
I am using v91.7.0 (32 bit) on a 64 bit PC and running two e-mail addresses, both of which exhibit the same behaviour.
I do not have any add-ons and I use default preferences.
Any help would be appreciated.
Ausgewählte Lösung
Hi Matt,
I had no luck with my ISP, who normally are very helpful. They asked me the usual questions about my setup etc, . With each response I sent, I asked them to comment on the DH parameter information from you which I had passed on. They did not respond to this. They then told me that they had successfully tested Thunderbird on their system and the conversation then died....
At that stage I concluded that there was probably a glitch in my PC or that Thunderbird had somehow become corrupted. I waited for the next update, and 91.9.0 was installed on 9th May. Nine days on and the issue which I described above has not yet recurred and so I can only assume that the problem is now resolved.
So thank you again for your patient assistance, I very much appreciate it.
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Troubleshoot log:
Application Basics
Name: Thunderbird Version: 91.7.0 Build ID: 20220305171341 Distribution ID:
Update Channel: release User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:91.0) Gecko/20100101 Thunderbird/91.7.0 OS: Windows_NT 10.0 19044
Launcher Process: Enabled Multiprocess Windows: 0/0 Fission Windows: 0/0 Disabled by safe mode Remote Processes: 2 Enterprise Policies: Inactive Google Location Service Key: Missing Google Safebrowsing Key: Missing Mozilla Location Service Key: Missing Safe Mode: true
Mail and News Accounts account1: INCOMING: account1, , (pop3) pop3.exemail.com.au:110, 2, 4 OUTGOING: , smtp.nsw.exemail.com.au:587, 2, 3, true
account2: INCOMING: account2, , (none) Local Folders, 0, 3
account4: INCOMING: account4, , (rss) Feeds, 0, 3
account5: INCOMING: account5, , (pop3) pop3.exemail.com.au:110, 2, 4 OUTGOING: , smtp.exemail.com.au:587, 2, 3, true
account7: INCOMING: account7, , (rss) Feeds-2, 0, 3
Calendar Settings
Home
Name Value
Name: Type: storage Disabled: false Username: URI: Refresh Interval: Read-only: false Suppress Alarms: false Cache Enabled: false iMIP Identity: id1 iMIP Disabled: iMIP Account: Organizer Id: Force Email Scheduling: Popup Alarms Supported: Alarms on Invitation Supported: Max Alarms Per Event: Attachment Supported: Max Categories: Privacy State Supported: Priority Supported: true Event Supported: Task Supported: Local Time Supported: UTC/GMT Supported: Auto-Scheduling Supported:
Crash Reports for the Last 3 Days
Remote Processes
Type: Count
Web Content: 2 / 8
Add-ons
Name Type Version Enabled ID
Amazon.co.uk extension 1.1 true amazon@search.mozilla.org
Bing extension 1.0 true bing@search.mozilla.org
DuckDuckGo extension 1.0 true ddg@search.mozilla.org
Google extension 1.0 true google@search.mozilla.org
Wikipedia (en) extension 1.0 true wikipedia@search.mozilla.org
English (Australian) Dictionary dictionary 2.2.1webext false en-AU@dictionaries.addons.mozilla.org
Chambers (UK) extension 1.0 false chambers-en-GB@search.mozilla.org
English (GB) Language Pack locale 91.0buildid20210805011554 false langpack-en-GB@thunderbird.mozilla.org
Security Software
Type: Name
Antivirus: Avast Antivirus Antispyware: Firewall: Windows Firewall
Graphics
Features Compositing: Basic Asynchronous Pan/Zoom: wheel input enabled; scrollbar drag enabled; keyboard enabled; autoscroll enabled; smooth pinch-zoom enabled WebGL 1 Driver WSI Info: - WebGL 1 Driver Renderer: WebGL is currently disabled. WebGL 1 Driver Version: - WebGL 1 Driver Extensions: - WebGL 1 Extensions: - WebGL 2 Driver WSI Info: - WebGL 2 Driver Renderer: WebGL is currently disabled. WebGL 2 Driver Version: - WebGL 2 Driver Extensions: - WebGL 2 Extensions: - Target Frame Rate: 60 DirectWrite: true (10.0.19041.1566)
GPU #1 Active: Yes Description: NVIDIA GeForce GTX 750 Ti Vendor ID: 0x10de Device ID: 0x1380 Driver Version: 27.21.14.5671 Driver Date: 9-30-2020 Drivers: C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_60daf66a00f2e0b6\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_60daf66a00f2e0b6\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_60daf66a00f2e0b6\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_60daf66a00f2e0b6\nvldumdx.dll C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_60daf66a00f2e0b6\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_60daf66a00f2e0b6\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_60daf66a00f2e0b6\nvldumd.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_60daf66a00f2e0b6\nvldumd.dll Subsys ID: 00000000 RAM: 2048
GPU #2 Active: No RAM: 0
Diagnostics AzureCanvasBackend: skia AzureContentBackend: skia AzureFallbackCanvasBackend: skia CMSOutputProfile: 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 Display0: 1920x1080@60Hz : NVIDIA GeForce GTX 750 Ti DisplayCount: 1 HardwareStretching: both=0 window-only=0 full-screen-only=1 none=0 error=0 ClearType Parameters: Gamma: 1.8 Pixel Structure: RGB ClearType Level: 100 Enhanced Contrast: 50
Last part of log:
Decision Log HW_COMPOSITING: available by defaultblocked by runtime: Acceleration blocked by safe-mode D3D11_COMPOSITING: unavailable by default: Hardware compositing is disabled DIRECT2D: unavailable by default: Direct2D requires Direct3D 11 compositing D3D11_HW_ANGLE: unavailable by default: D3D11 compositing is disableddisabled by env: D3D11 compositing is disabled GPU_PROCESS: available by defaultblocked by runtime: Safe-mode is enabled WEBRENDER: available by defaultunavailable-in-safe-mode by runtime: Safe-mode is enabled WEBRENDER_QUALIFIED: available by default WEBRENDER_COMPOSITOR: available by defaultunavailable by runtime: No DirectComposition usage
according to the exemail folk https://exewiki.exetel.com.au/index.php?title=Email_Client_Setup_Guides
There should be a state in the server name. I really don't know if it is important. But as you are having issues it would probably pay to use setting exactly as they specify.
Thanks for your response Matt.
powell2 said
I don't believe it to be the root of the problem I described above.
Neither do I, but everything has to start somewhere and doing it how the provider describes is generally a good starting point.
However, while I wrote the above I did some testing on that server, and I think I have found the issue. The key size (DH parameter) in the Diffie-Hellman key exchange method is set to 1024 bits . A longer value of at least 2048 bits is required by Thunderbird to prevent the Logjam vulnerability.
Try setting your connection security in the account setting > server settings to none and see if that helps things. If so talk to the exe guys and see if they are willing to beef up the key size (it should have occurred years ago) if not you can force Thunderbird to us the smaller key. But I am not going looking for those settings now as really if it works without encryption you are just as well of with none as using broken stuff. but if your stuck I will go looking.
Hi Matt,
Thanks very much for your assistance.
Very much so contact your provider. Point them the the logjam vulnerability and ask why they are still not compliant.
The history which I am copying from the wikipedia link is basically;
- On May 12, 2015, Microsoft released a patch for Internet Explorer.[9]
- On June 16, 2015, the Tor Project provided a patch for Logjam to the Tor Browser.[10]
- On June 30, 2015, Apple released a patch for both OS X Yosemite and iOS 8 operating system.[11][12]
- On June 30, 2015, the Mozilla project released a fix for the Firefox browser.[13]
- On September 1, 2015, Google released a fix for the Chrome browser.[14]
- On December 6, 2017, IETF published RFC 8270 called "Increase the Secure Shell Minimum Recommended Diffie-Hellman Modulus Size to 2048 Bits".
Thanks, Matt.
I will report back later.
Regards
Roger
Ausgewählte Lösung
Hi Matt,
I had no luck with my ISP, who normally are very helpful. They asked me the usual questions about my setup etc, . With each response I sent, I asked them to comment on the DH parameter information from you which I had passed on. They did not respond to this. They then told me that they had successfully tested Thunderbird on their system and the conversation then died....
At that stage I concluded that there was probably a glitch in my PC or that Thunderbird had somehow become corrupted. I waited for the next update, and 91.9.0 was installed on 9th May. Nine days on and the issue which I described above has not yet recurred and so I can only assume that the problem is now resolved.
So thank you again for your patient assistance, I very much appreciate it.