Closed Bug 1451706 Opened 6 years ago Closed 6 years ago

[SUMO Issue] Sync fails on a new installation following windows reset

Categories

(Firefox :: Untriaged, defect)

59 Branch
defect
Not set
normal

Tracking

()

RESOLVED INVALID

People

(Reporter: danisintheden, Unassigned)

Details

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(1 file)

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:59.0) Gecko/20100101 Firefox/59.0
Build ID: 20180323154952

Steps to reproduce:

Windows 10 Reset (delete all files);
Download and install Firefox 59.0.2 (64 bit);
Enter username and password into Firefox Sync.

n.b. I am using Bitdefender Antivirus Free Edition version 1.0.11.16


Actual results:

Sync accepted username and password;
Sync failed to retrieve any content from the server;
about:sync-log included error log message.

n.b. I have created a new profile, and I have uninstalled and reinstalled Firefox from fresh download, and I have created an account with a new email, and in each case the problem persists.


Expected results:

Sync should have synchronised history, bookmarks and passwords;
about:sync-log should not have had error logs.
Summary: Sync fails on a new installation following windows reset → [SUMO Issue] Sync fails on a new installation following windows reset
From the sync log, it looks like sync is having trouble accessing the network:

> {"name":"FxAccountsProfileClientError","code":null,"errno":998,"error":"NETWORK_ERROR","message":"[Exception... \"<no message>\"  nsresult: \"0x805a4000 (<unknown>)\"  location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 483\"  data: no]"}

It may be worth disabling your anti-virus and trying again.  Mark, have you seen this errno=998 before?
The 998 is a generic "network issue" code we use. The interesting part of that line is the nsresult: "0x805a4000". Later down we see the same basic failure trying to fetch a token:

> GET https://token.services.mozilla.com/1.0/sync/1.5 failed: 2153398272 - 

where 2153398272 == 0x805a4000

This error code is MOZILLA_PKIX_ERROR_KEY_PINNING_FAILURE - "The server uses key pinning (HPKP) but no trusted certificate chain could be constructed that matches the pinset. Key pinning violations cannot be overridden."

So yeah, my money is also on the anti-virus trying to man-in-the-middle the connection.
Thank you, :rfkelly and :markh

Complete removal of the antivirus (Bitdefender free) has resolved the issue. (Simple deactivation of the antivirus did not resolve the issue.)

I am not a developer so I don't understand the technicalities but am I right in thinking this is Bitdefender's responsibility rather than a bug with Firefox?

I can't understand why this issue has not arisen on other PCs with the same antivirus installed.

Thank you for investigating this for me.
(In reply to Daniel_ from comment #4)
> Complete removal of the antivirus (Bitdefender free) has resolved the issue.
> (Simple deactivation of the antivirus did not resolve the issue.)

Thanks for getting back to us!

> I can't understand why this issue has not arisen on other PCs with the same
> antivirus installed.

It probably does :( I encourage you to contact them.
Status: UNCONFIRMED → RESOLVED
Closed: 6 years ago
Resolution: --- → INVALID
(In reply to Mark Hammond [:markh] from comment #5)
> > I can't understand why this issue has not arisen on other PCs with the same
> > antivirus installed.

In https://support.mozilla.org/en-US/questions/1212342 you mentioned you have other PCs with this same AV installed but no problems. I'm afraid I can't explain that, but the error you saw is consistent with someone trying to "intercept" your secure connections (and accounts.firefox.com uses additional techniques to detect this, which is what's failing here.) AV software is notorious for doing dumb things like this as a "feature", so I am confident this is due to the AV.

Personally, every PC under my control just uses the the builtin AV tools.
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