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James K.
James K., Consultant
Category: Email
Satisfied Customers: 1585
Experience:  Technical Director of IT Company
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I am having problems with Thunderbird. Thunderbird will open

Customer Question

I am having problems with Thunderbird. Thunderbird will open but does not respond to any commands. I use cc cleaner,malware and safecart which cleans the register. I am a user as opposed to a techie.
JA: Who is your email provider (Gmail, Yahoo, Outlook, etc.)?
Customer: net work solutions - mozilla firefox
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: web browser
JA: What troubleshooting have you tried?
Customer: cccleaner, malware, safecart which cleaned the register
JA: Anything else you want the email expert to know before I connect you?
Customer: I am frustrated
Submitted: 1 month ago.
Category: Email
Expert:  Dan replied 1 month ago.

Hello and thank you for your question. I look forward to assisting you today. Have you completely uninstalled then reinstalled Thunderbird again to see if that will correct the problem?

Customer: replied 1 month ago.
Do not know how to
Customer: replied 1 month ago.
Expert:  Dan replied 1 month ago.

What version of Windows are you using?

Customer: replied 1 month ago.
Windows 7
Customer: replied 1 month ago.
Where are you
Customer: replied 1 month ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Secure Remote Assistance. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Dan replied 1 month ago.

Okay go to Control Panel.

Expert:  Dan replied 1 month ago.

Then open Programs and Features and locate Thunderbird.

Expert:  Dan replied 1 month ago.

Good so far?

Customer: replied 1 month ago.
Okay have located thunderbird. Okay so far
Expert:  Dan replied 1 month ago.

Now click on it to uninstall it.

Customer: replied 1 month ago.
Uninstalled
Expert:  Dan replied 1 month ago.

Now go to this LINK and download Thunderbird.

Expert:  Dan replied 1 month ago.

When the download completes, click on the file and install it.

Customer: replied 1 month ago.
What link. Do not understand
Expert:  Dan replied 1 month ago.

Click on the word link.

Customer: replied 1 month ago.
Do not understand. W
Expert:  Dan replied 1 month ago.

Move your mouse pointer to the word link. It will change to a little hand and when it does, click it.

Customer: replied 1 month ago.
Help do not understand instructions
Customer: replied 1 month ago.
For third time what and where is link located
Expert:  Dan replied 1 month ago.

Click on the green download button when you get to the download site.

Expert:  Dan replied 1 month ago.

How's it going?

Customer: replied 1 month ago.
Please secure to my device and reinstall thunderbird
Expert:  Dan replied 1 month ago.

Were you able to download it?

Customer: replied 1 month ago.
You are on my cell phone I need to install on pc
Expert:  Dan replied 1 month ago.

Go to the link below and click on it. A small file will download to your computer. You will see a box at the bottom of your screen. Click on it and follow the instructions to complete the remote link.

http://www.justanswer.com/remotedesktop/join.aspx?Session=f3c902aa-bc81-412f-b7db-da34b1ac5093

Customer: replied 1 month ago.
Let's go slow. Do you want me to enter this link on my pc
Expert:  Dan replied 1 month ago.

Just click on it.

Customer: replied 1 month ago.
For the tenth time when I click on your link it tries to download on my cell phone and fails
Expert:  Dan replied 1 month ago.

You need to be on a computer for this to work. You failed to mention you were on a cell phone.

Customer: replied 1 month ago.
Why would I want thunderbird on my cell phone. It needs to be on my pc you response on my cell phone. It is now uninstalled on my pc. How do I install on October let's start over
Customer: replied 1 month ago.
I have no email. So give me instructions on my cell phone and I will follow on my pc
Customer: replied 1 month ago.
I am waiting. I do not have all day
Expert:  Dan replied 1 month ago.

Okay do you have Thunderbird downloaded on your PC?

Customer: replied 1 month ago.
How many times must I tell you I do not no how to down load thunderbird on my pc
Expert:  Dan replied 1 month ago.

Okay. Can you connect to me from your PC? You do not need any email to do that. Just type in www.justanswer.com in your browser and it will bring you to the web site.

Customer: replied 1 month ago.
Done
Expert:  Dan replied 1 month ago.

Okay so you are chatting with me on your PC now correct?

Customer: replied 1 month ago.
No I get a page ask an expert is www.justanswer.com Correct
Expert:  Dan replied 1 month ago.

Yes that is correct. When you signed up for your question, did you get a user name to sign in with?

Customer: replied 1 month ago.
I just signed in
Expert:  Dan replied 1 month ago.

Now can you pickup where we left off on the cell?

Customer: replied 1 month ago.
okay what should I do
Expert:  Dan replied 1 month ago.

Go to the link below and click on it. A small file will download to your computer. You will see a box at the bottom of your screen. Click on it and follow the instructions to complete the remote link.

http://www.justanswer.com/remotedesktop/join.aspx?Session=bf4afcd0-53a9-435c-b23e-7a682fdd1040

Customer: replied 1 month ago.
Now downloading will let you know when installed
Expert:  Dan replied 1 month ago.

K

Expert:  Dan replied 1 month ago.

Once it is downloaded you just need to click on it and it will run.

Expert:  Dan replied 1 month ago.

Problems?

Customer: replied 1 month ago.
It is installed asks for mail server password ***** I enter it nothing happens
Customer: replied 1 month ago.
It will time out
Expert:  Dan replied 1 month ago.

When you clicked the link I sent you should have seen this: Join Your Secure Remote Assistance Session

Customer: replied 1 month ago.
Dan we are still not there. For some reason the installation has my wrong mailbox
Customer: replied 1 month ago.
I needed a break before getting back to the thunderbird problem
Expert:  Dan replied 1 month ago.

I don't think you clicked on the correct link? Let me know when you are ready to proceed.

Customer: replied 1 month ago.
Just logged in on my pc
Customer: replied 1 month ago.
I am using my cell phone to communicate with you
Customer: replied 1 month ago.
Should we uninstall then reinstall thunderbird again
Customer: replied 1 month ago.
Where are you
Expert:  Dan replied 1 month ago.

You need to communicate with me from the PC please!

Customer: replied 1 month ago.
okay - I am on pc and logged in
Expert:  Dan replied 1 month ago.

And you are chatting with me from the PC is that correct?

Customer: replied 1 month ago.
thunderbird is downloaded on pc but not working
Customer: replied 1 month ago.
Why are your messages coming to my cell phone
Expert:  Dan replied 1 month ago.

If you will begin chatting with me from the PC, I can setup a remote link and try to get Thunderbird working. Until you do that I cannot help you. My messages are going to your cell phone because you have not severed the link. From the browser of the PC type this in please: http://professional.justanswer.com/chat/index/6b382323c4314734b254ab714a77ab1a

Customer: replied 1 month ago.
It is not finding that web site
Customer: replied 1 month ago.
Incorrect address I keep getting a lawyer
Customer: replied 1 month ago.
Enough. Refund my money
Expert:  Dan replied 1 month ago.

Very well. Have a nice day!

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