1148690 - Cannot create new Sync account

Status: RESOLVED INCOMPLETE

(Firefox :: Sync, defect)

Description

[GPM]

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:36.0) Gecko/20100101 Firefox/36.0
Build ID: 20150320202338

Steps to reproduce:

Started getting the "can't sync" messages on my PC's a few weeks ago. Decided today to dive into it. Tried everything I could think of including:
1. Disabled Sync on all PC's
2. Refreshed or whatever it's called Firefox
3. Downloaded latest exe and installed over old FF
4. Tried everything in Safe mode
5. Turned off any AV and firewall software
checked the dom.storage.enabled and whatever else is listed on other posts


Actual results:

6. Dug into the browser logs and it showed certificate issues with Mozilla side
7. Sync error logs for logging into EXISTING account - (not showing every line)
Not syncing: login returned false.
Status.login: error.login.reason.network => error.login.reason.network
Waiting for user to be verified.
already verified
Starting fetch for key bundle.
already verified
Getting an assertion from: https://token.services.mozilla.com/1.0/sync/1.5
enter getAssertion()
getKeyPair: already have a keyPair
error POSTing /certificate/sign: {"error":{},"errorString":"[Exception... \"<no message>\" nsresult: \"0x805a1ff3 (<unknown>)\" location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 460\" data: no]","message":null,"code":null,"errno":null} HAWK.signCertificate error: {"error":{},"errorString":"[Exception... \"<no message>\" nsresult: \"0x805a1ff3 (<unknown>)\" location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 460\" data: no]","message":null,"code":null,"errno":null} Non-authentication error in _fetchTokenForUser: {"error":{},"errorString":"[Exception... \"<no message>\" nsresult: \"0x805a1ff3 (<unknown>)\" location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 460\" data: no]","message":null,"code":null,"errno":null} 
<br>
8. Unable to create a NEW account. Enter new email account, pw, year and the widget says it is working and then "unexpected error" every time over several days on different PC's.  Go to about:sync-log there are NO log files there no matter how many fails I get.<br>
9. On Browser Console getting "Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://api.accounts.firefox.com/v1/account/create?keys=true. This can be fixed by moving the resource to the same domain or enabling CORS." and "Secure Connection Failed

An error occurred during a connection to api.accounts.firefox.com. The server uses key pinning (HPKP) but no trusted certificate chain could be constructed that matches the pinset. Key pinning violations cannot be overridden. (Error code: mozilla_pkix_error_key_pinning_failure)

    The page you are trying to view cannot be shown because the authenticity of the received data could not be verified.
    Please contact the website owners to inform them of this problem.



Expected results:

I can live with creating a new Sync account if it would let me.  It isn't generating error log files even after dozens of attempts at creating new account unless they are stored somewhere else for the creation of an account.

Comment 1

[Loic]

Are you able to create a Sync account with a fresh Firefox profile?
https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles

Comment 2

[GPM]

Created new profile, opened FF with that profile, Add Sync with fresh email address, it said "working" for 20 seconds, went to "unknown error", no sync error log file created

Comment 3

[GPM]

Can upload a sharktrace if helpful but need to know what format and what parts to export.  Site won't accept .pcapng files from sharktrace.

Comment 4

[GPM]

I figured it out - if you revert to FF 28 everything works.  Please someone post here whenever you figure it out.  Until then we are staying with FF 28.

Comment 5

[Mark Hammond [:markh] [:mhammond]]

We still can't reproduce this - are you still able to reproduce?

Comment 6

[Mark Hammond [:markh] [:mhammond]]

The error logs show certificate errors, and without further input from the user we are limited by what we can do here - please reopen if you are still having the problem