In this article we will provide some troubleshooting steps to resolve problems where Mailbird freezes or becomes stuck (both known as 'hanging').
If Mailbird freezes or becomes stuck, please try taking the following actions:
- Disable your Antivirus/Firewall and see if this improves the situation..
- Before disabling your Antivirus and/or Firewall, please exit Mailbird completely.
- If disabling either software has resolved the problem once you have restarted Mailbird, then you must make sure that you whitelist Mailbird inside your Antivirus/Firewall software (including Windows Defender) to prevent this from happening again.
- Please refer to this article for more guidance on how to whitelist Mailbird in Windows Defender if you are using Windows 10, or this other article if you are using Windows 11.
- Locate the following folder on your device: C:\Users\(UserName)\AppData\Local\Mailbird
- (UserName) represents whatever your Windows username is (e.g. John Doe).
- Find a folder at the above location called Misc.
- Next, make a copy of the folder and put it somewhere safe (e.g. on your desktop) and then delete the original Misc folder located in :\Users(UserName)\AppData\Local\Mailbird\
- After that start Mailbird again and see if this has improved the situation.
- If you use the FormSwift app, please disable it and try again.
- If you notice that things have stabilised one you have done this, you will need to keep FormSwift disabled whilst using Mailbird
If all of the above suggestions do not help, please create a Support Ticket here, and a member of our team will investigate the problem further. Please remember to include the following information inside of your Support Ticket:
- Your version of Mailbird.
- Whether or not you are seeing a black border around the Compose window (used to write emails).
- Your Log file.
The Log file allows us to get a detailed history of Mailbird as it runs on your machine, including any errors it may find. Here is how to find it:
- In Mailbird, hold down CTRL and SHIFT whilst clicking on the Mailbird menu (i.e. the three horizontal lines in the top left-hand corner of Mailbird).
- This will enable a hidden item called 'Open Data Directory' to appear in the menu.
- Click on 'Open Data Directory'.
- Windows will now display a folder on your screen.
- In this folder is a file called 'Log.log'. This is the Mailbird log file. Please attach it to Support Ticket.