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DavidGoodrum
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Certificate not trusted

Until yesterday all was fine with my Virgin email account, which I have habitually accessed via "Mozilla Thunderbird" on my desktop PC.

Yesterday I was told by Thunderbird that the certificate issued by Virgin Media was not trusted.
At first I ignored this and sent out an email. Shortly afterwards, I received an email from an unrecognised domain that climed to have been sent by me! I did NOT click on the link that this email contained.

I then moved my profile directory to a hidden location on my PC and uninstalled Thunderbird.

On reinstalling Thunderbird, I was told that my profile was not available; but was NOT given the option of setting up a new profile. Thunderbird simply terminated. When I put my Thunderbird profile directory back where it belonged, I was told again that the certificate from Virgin Media was not to be trusted.

I then tried installing Thunderbird on my laptop. This was straigntforward, and I was able to set up a new profile for a secondary Virgin Media email address - I was NOT given this option when reinstalling Thunderbird on my desktop PC. However when I tried contacting Virgin Media via Thunderbird, I was once more told that the certificate supplied was not trusted.

Given this experience with my Lap-Top and a different email address, I conclude that the problem lies with Virgin Media itself, as there is no other common factor. The problem arises independently of which PC I use and which email address I attempt to access: only the email provider is in common.

Has anyone else had a similar problem?

Can anyone advise me as to what I should do?

 

 

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Message 2 of 13
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Re: Certificate not trusted

No, Thunderbird is working okay for me. Can you provide:

  • a screenshot of the error and any additional click through details shown by the error dialogue
  • detail of your operating system
  • detail of Thunderbird version

Does the issue occur with Thunderbird in Safe Mode?

FYI: you can always create a new profile by type the following command: thunderbird -ProfileManager

 

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Message 3 of 13
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Re: Certificate not trusted

What antivirus software are you running?

Tim

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DavidGoodrum
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Message 4 of 13
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Re: Certificate not trusted

"Avast Free" antivirus software.

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DavidGoodrum
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Message 5 of 13
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Re: Certificate not trusted

The problem persists in "safe mode".

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Message 6 of 13
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Re: Certificate not trusted

Can you try disabling mail shield.

I've just done a quick connect to imap.virginmedia.com and smtp.virginmedia.com.  The certificates are all good.

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Message 7 of 13
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Re: Certificate not trusted

How do I run Thunderbird -ProfileManager?

I tried typing this in at the command prompt, but that didn't work!

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Message 8 of 13
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Re: Certificate not trusted

It's probably connected to this:

https://help.avast.com/en/av_free/17/settings_sh_mail_basic.html

If you use a third-party email client, you may be required to export a certificate from Mail Shield and import it into your email client's certificate store to enable SSL scanning.

**********************************
I work for Virgin Media - but all opinions posted here are my own
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DavidGoodrum
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Message 9 of 13
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Re: Certificate not trusted

The problem goes away if I deactivate mail shield.

Is it wise to do this?

Should I just add an exception so that Thunderbird ignores the issue?

How come I received a malicious email that was clearly related to a message I sent just after the problem was detected?

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Message 10 of 13
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Re: Certificate not trusted

You need to understand how Mail Shield works.

In order to do SSL scanning it actually acts in the same way as a MITM attacker.  When you connect to the mail server, the connection is directed to a socket on your PC instead that avast is listening on.  It then goes and makes the outbound connection to the mail server separately.  In that manner it's able to scan your mail as it arrives from the server.

If the Avast certificate expires then that can cause certificate errors.

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