Sync is not working for newly created Firefox accounts




2 years ago
2 years ago


(Reporter: cornel_ionce, Assigned: jlaz)



Firefox Tracking Flags

(firefox41+ verified, firefox42+ verified, firefox43+ verified)


Encountered during Firefox 41 beta 8 testing on Windows 10 64-bit.
Also reproducing with latest 43.0a1 Nightly.

Steps to reproduce:
(Pre-requisite: a "dirty" profile)
1. Open Firefox and go to about:preferences#sync
2. Select Create account and sign up for Firefox accounts.
3. Verify the account (from the e-mail).
4. Press the sync button (from the Menu Panel) or Tools-> Sync now.
5. Wait for ~1 minute and close Firefox.
6. Open Firefox with a new profile and log in with the same Firefox account in order to sync.

Expected Results:
The entire data is synced without any error.

Actual Results:
The sync is not working, no data is imported.
In about:sync-log, two error files were created. You can find them here:

This issue is not reproducing for older Firefox accounts, so it might be a server-side issue.
Also reproduced on Mac OS X 10.10.5 and Windows 7 64-bit.
[Tracking Requested - why for this release]: serious bug affecting sync in the case of newly created Firefox Accounts
tracking-firefox41: --- → ?
Tracking for 43. It seems likely that 42 is also affected. 

Mark or Chris, can you investigate, or help us find a good owner for this bug?
status-firefox41: --- → affected
status-firefox42: --- → ?
tracking-firefox41: ? → +
tracking-firefox42: --- → +
tracking-firefox43: --- → +
Flags: needinfo?(markh)
Flags: needinfo?(ckarlof)
One of the sync nodes, seems to refusing connections.

:mostlygeek is investigating.
Assignee: nobody → bwong
Flags: needinfo?(markh)
Flags: needinfo?(ckarlof)
Assignee: bwong → jlaz
Rather, :jlaz is going to migrate the node.
:jlaz, do we have monitoring in place on the sync nodes to detect these kinds of problems?
Flags: needinfo?(jlaz)

Comment 6

2 years ago
Halfway done with the migration with roughly ~30k users left.  

Monitoring is in place and did detect the failed node, but I had missed the alert earlier, my apologies!

I will update the bug once the migration is complete
Flags: needinfo?(jlaz)

Comment 7

2 years ago
Migration completed.  Cornel, want to try Syncing once more?
Last Resolved: 2 years ago
Resolution: --- → FIXED

Comment 9

2 years ago
Setting FF41 and 43 status as fixed based on the fact that this was a sync server side issue and is now resolved.
status-firefox41: affected → fixed
status-firefox43: affected → fixed
I'm confirming this fix using latest Firefox 43.0a1, 42.0a2 and 41.0b8 across platforms (Windows 10 32bit & 64bit, Windows 7 64bit, Mac OS X 10.10.5 and Ubuntu 12.04 32bit).
The sync is now working as expected with both old/new Firefox accounts.

status-firefox41: fixed → verified
status-firefox42: ? → verified
status-firefox43: fixed → verified
QA Contact: cornel.ionce
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