Synchronization data lost on server after password reset.

RESOLVED INVALID

Status

Cloud Services
Firefox Sync: Backend
RESOLVED INVALID
a year ago
11 months ago

People

(Reporter: Juraj Bevilaqua, Unassigned)

Tracking

Firefox Tracking Flags

(Not tracked)

Details

(Reporter)

Description

a year ago
User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:50.0) Gecko/20100101 Firefox/50.0
Build ID: 20161101104304

Steps to reproduce:

I have been using synchronization at work on gmail account. 


Actual results:

Everything was fine until some moment that I reinstalled windows installed firefox and putted it into synch. Bookmarks history nor theme is not synchronized anymore. I simply use same email adress maybe password was changed and when I click sync nothing happens.


Expected results:

Synchronization of firefoxes at work computers.

Updated

a year ago
Component: Untriaged → Firefox Sync: Backend
Product: Firefox → Cloud Services
Version: 50 Branch → unspecified
Did you reset your Firefox Accounts password?
(Reporter)

Comment 2

a year ago
Yes, Ive lost my pw on gmail acc so I did the reset. What now? New gmail acc for sync? I need to do it on our PCs at work.
If you do a password recovery your sync account will be reset. All sync data is encrypted by your browser with your password before it gets to the servers. So if you forget your password and reset it, we have to reset your sync account data too.
Flags: needinfo?(markh)

Comment 4

11 months ago
Hi Jurav, we're sorry you have this problem, but as described in https://support.mozilla.org/en-US/kb/ive-lost-my-firefox-sync-account-information, the string encryption used by sync means that resetting your password (as opposed to changing it) causes all data to be lost on the server, so only the data that still exists on devices you can reconnect with your new password. The form used to reset your password also warns about this, so unfortunately there's nothing we can do here to help you.
Status: UNCONFIRMED → RESOLVED
Last Resolved: 11 months ago
Flags: needinfo?(markh)
Resolution: --- → INVALID
Summary: Synchronization does not work → Synchronization data lost on server after password reset.
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