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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1760
Experience:  Computer Software Support Specialist for more than 10 years
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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: 7 months ago.
Category: Email
Expert:  Dan replied 7 months 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 7 months ago.
Do not know how to
Customer: replied 7 months ago.
Expert:  Dan replied 7 months ago.

What version of Windows are you using?

Customer: replied 7 months ago.
Windows 7
Customer: replied 7 months ago.
Where are you
Customer: replied 7 months 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 7 months ago.

Okay go to Control Panel.

Expert:  Dan replied 7 months ago.

Then open Programs and Features and locate Thunderbird.

Expert:  Dan replied 7 months ago.

Good so far?

Customer: replied 7 months ago.
Okay have located thunderbird. Okay so far
Expert:  Dan replied 7 months ago.

Now click on it to uninstall it.

Customer: replied 7 months ago.
Uninstalled
Expert:  Dan replied 7 months ago.

Now go to this LINK and download Thunderbird.

Expert:  Dan replied 7 months ago.

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

Customer: replied 7 months ago.
What link. Do not understand
Expert:  Dan replied 7 months ago.

Click on the word link.

Customer: replied 7 months ago.
Do not understand. W
Expert:  Dan replied 7 months ago.

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

Customer: replied 7 months ago.
Help do not understand instructions
Customer: replied 7 months ago.
For third time what and where is link located
Expert:  Dan replied 7 months ago.

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

Expert:  Dan replied 7 months ago.

How's it going?

Customer: replied 7 months ago.
Please secure to my device and reinstall thunderbird
Expert:  Dan replied 7 months ago.

Were you able to download it?

Customer: replied 7 months ago.
You are on my cell phone I need to install on pc
Expert:  Dan replied 7 months 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 7 months ago.
Let's go slow. Do you want me to enter this link on my pc
Expert:  Dan replied 7 months ago.

Just click on it.

Customer: replied 7 months ago.
For the tenth time when I click on your link it tries to download on my cell phone and fails
Expert:  Dan replied 7 months ago.

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

Customer: replied 7 months 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 7 months ago.
I have no email. So give me instructions on my cell phone and I will follow on my pc
Customer: replied 7 months ago.
I am waiting. I do not have all day
Expert:  Dan replied 7 months ago.

Okay do you have Thunderbird downloaded on your PC?

Customer: replied 7 months ago.
How many times must I tell you I do not no how to down load thunderbird on my pc
Expert:  Dan replied 7 months 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 7 months ago.
Done
Expert:  Dan replied 7 months ago.

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

Customer: replied 7 months ago.
No I get a page ask an expert is www.justanswer.com Correct
Expert:  Dan replied 7 months ago.

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

Customer: replied 7 months ago.
I just signed in
Expert:  Dan replied 7 months ago.

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

Customer: replied 7 months ago.
okay what should I do
Expert:  Dan replied 7 months 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 7 months ago.
Now downloading will let you know when installed
Expert:  Dan replied 7 months ago.

K

Expert:  Dan replied 7 months ago.

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

Expert:  Dan replied 7 months ago.

Problems?

Customer: replied 7 months ago.
It is installed asks for mail server password ***** I enter it nothing happens
Customer: replied 7 months ago.
It will time out
Expert:  Dan replied 7 months ago.

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

Customer: replied 7 months ago.
Dan we are still not there. For some reason the installation has my wrong mailbox
Customer: replied 7 months ago.
I needed a break before getting back to the thunderbird problem
Expert:  Dan replied 7 months ago.

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

Customer: replied 7 months ago.
Just logged in on my pc
Customer: replied 7 months ago.
I am using my cell phone to communicate with you
Customer: replied 7 months ago.
Should we uninstall then reinstall thunderbird again
Customer: replied 7 months ago.
Where are you
Expert:  Dan replied 7 months ago.

You need to communicate with me from the PC please!

Customer: replied 7 months ago.
okay - I am on pc and logged in
Expert:  Dan replied 7 months ago.

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

Customer: replied 7 months ago.
thunderbird is downloaded on pc but not working
Customer: replied 7 months ago.
Why are your messages coming to my cell phone
Expert:  Dan replied 7 months 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 7 months ago.
It is not finding that web site
Customer: replied 7 months ago.
Incorrect address I keep getting a lawyer
Customer: replied 7 months ago.
Enough. Refund my money
Expert:  Dan replied 7 months ago.

Very well. Have a nice day!

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