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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 have an alert message ....There are non ASCII characters

Customer Question

hello, I have an alert message ....There are non ASCII characters etc. after I tried to forward my emails to a gmail account and I can't get into my emails.
JA: How long have you had this issue with your Gmail account?
Customer: I just did this 2 minutes ago I want to keep my thunderbird account but forward all emails to my gmail accont I went into filters and added a filter and then hit run and now I have this ALERT message
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: on my laptop
JA: What troubleshooting have you tried?
Customer: I have a shortcut ICON but as soon as I hit it, I get the message I don't know what troubleshooting to try
JA: Anything else you want the email expert to know before I connect you?
Customer: no
Submitted: 1 month ago.
Category: Email
Expert:  bbao replied 1 month ago.

Can you please simply paste the alert message here or better upload a screenshot of it?

Customer: replied 1 month ago.
I can't it is on another Mac....I will photo it
Customer: replied 1 month ago.
I am trying to send
Customer: replied 1 month ago.
Hello
Expert:  bbao replied 1 month ago.

Got it! Thank you for the effort.

Expert:  bbao replied 1 month ago.

Sorry, someone locked the question so I could not input anything just now.

Was it a Thunderbird error message?

Customer: replied 1 month ago.
Alert! There are non-ASCII characters in the local part of the recipient address I>>//*****@******.***. This is not yet supported. Please change this address and try again.
Customer: replied 1 month ago.
I can't access my emails at all
Customer: replied 1 month ago.
Are you there?
Customer: replied 1 month ago.
Even if I hit the OK button on this ALERT it does not close
Expert:  bbao replied 1 month ago.

From your Thunderbird, Go to Tools > Options > Advanced > Config Editor and make sure that mailnews.force_charset_override is set to false, then right-click on your Inbox and choose Edit > Folder Properties and make sure that the checkbox “Apply default to all messages in the folder…” is not checked.

Customer: replied 1 month ago.
I don't have the icons on the top. It seems that there are tons of the same message one on top of the other
Expert:  bbao replied 1 month ago.

The software should not be designed to show an error message that way. :(

You mean you even can't close the Thunderbird app?

Customer: replied 1 month ago.
ok I closed it and I know have the icons
Customer: replied 1 month ago.
Under tools, I only have Saved Files, Add-ons, Activity Manager, ERror Console
Expert:  bbao replied 1 month ago.

Please advise your OSX version and Thunderbird version.

Customer: replied 1 month ago.
OS X EI Capitan and no matter what I click on in the Thunderbird menu, nothing happens
Expert:  bbao replied 1 month ago.

You may get the Thunderbird's version inform by checking its app (icon) in Application folder using Finder. Let me know the version so I can test it from my side.

Customer: replied 1 month ago.
sorry Still looking
Customer: replied 1 month ago.
I can't find it on Finder
Customer: replied 1 month ago.
got it.....but where do I get the version
Expert:  bbao replied 1 month ago.

Just moment, I am making a screenshot for you.

Customer: replied 1 month ago.
38.5.0
Expert:  bbao replied 1 month ago.

Okay. Thanks. Bear with me for a moment. I am going to install the same version here.

Expert:  bbao replied 1 month ago.

FYI - the latest version is 45.4.0 released on October 3, 2016. I am looking for your specific version...

Customer: replied 1 month ago.
ok
Expert:  bbao replied 1 month ago.

Sorry, I could't find 38.5 for Mac, only the Windows version can be downloaded from a third-party site. It seems the official site only offers the latest version.

I am wondering why your Thunderbird is not up to date, as by default it should be automatically updated.

Expert:  bbao replied 1 month ago.

https://en.wikipedia.org/wiki/Mozilla_Thunderbird#Internationalization_and_localization

Customer: replied 1 month ago.
ok, should I download the new version?
Customer: replied 1 month ago.
This is a fairly new MAC and could IT have copied it over? It was coming from a PC but we have used the Thunderbird on the PC for at least 5 months
Expert:  bbao replied 1 month ago.

It is always recommended to keep up to date, but I am wondering this can't be directly fixed. Per the Wikipedia wording, "email addresses are currently limited to ASCII local parts", but anyway your issue looks like a bug, not support limitation (because I think all your email addresses are using standard ASCII characters.

Expert:  bbao replied 1 month ago.

FYI - https://support.mozilla.org/en-US/questions/1069657

Expert:  bbao replied 1 month ago.

Okay, I would suggest you upgrade your Thunderbird to the latest version, after well backing up the current emails.

Expert:  bbao replied 1 month ago.

Do you know how to back up email data?

Customer: replied 1 month ago.
I have the answer, I shut down restarted and it worked. I am now forwarding directly through webmail and not through Thunderbird. THank you
Expert:  bbao replied 1 month ago.

Good to know it worked.

Expert:  bbao replied 1 month ago.

It is still recommended to upgrade your Thunderbird to the latest version, as a best practice.

Customer: replied 1 month ago.
Will do, Thank you
Expert:  bbao replied 1 month ago.

Is there anything else that I could help with?

Customer: replied 1 month ago.
no that's it, thanks again
Expert:  bbao replied 1 month ago.

You are welcome.