1460783 - When connecting with Sync, v60.0 connects briefly and disconnects. Never syncs.

Status: RESOLVED WORKSFORME

(Cloud Services :: Server: Firefox Accounts, defect)

Description

[George Vlantis]

User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:60.0) Gecko/20100101 Firefox/60.0
Build ID: 20180503143129

Steps to reproduce:

I upgraded to v60.0 of Firefox on a Windows 7 PC.    Before (with v59?)   I couldn't sync two profiles on the same PC.   Now neither profile is able to Sync.   After starting the Sync process and logging in, I get the dialog box that Firefox has connected and a Sync will start momentarily, but it never starts.   By the time I go the menu to click on "Sync Now", the menu has already changed to "Re-connect to Sync", indicating that I have been disconnected.    The e-mail that I have connected does get sent to my e-mail account.


Actual results:

Now I can no longer sync my cellphone to my PC.   Not good.


Expected results:

I am told by Ciprian in your customer service that two profiles should on the same PC should be able to Sync (so I can share bookmarks), which never worked with v59.   Now with v6.0 neither profile on my PC can sync.   It connects and then disconnects shortly thereafter.

Comment 1

[Gingerbread Man]

Please click the "Attach File" link above comment 0 and upload the error log described in the following support article.
https://support.mozilla.com/kb/how-do-i-submit-bug-firefox-sync

Comment 2

[George Vlantis]

Attachment: Most recent Sync error log as requested: error-sync-1526007641788.txt

Comment 3

[George Vlantis]

Done.    Thanks for the tip on the about:sync-log feature.

Comment 4

[Shane Tomlinson [:stomlinson]]

Hi George, my name is Shane Tomlinson, I am from the Firefox Accounts team. I'm sorry to read about your problems and hope we can get this fixed.

From the error log, it looks like there is an error while looking up the IP address for oauth.accounts.firefox.com and token.services.mozilla.com. 

From the attached logs:

> 1526007034219	Services.Common.RESTRequest	DEBUG	POST https://oauth.accounts.firefox.com/v1/authorization failed: 2152398878 - NS_ERROR_UNKNOWN_HOST
1526007034219	FirefoxAccounts	ERROR	FxA rejecting with error NETWORK_ERROR, details: {"name":"FxAccountsOAuthGrantClientError","code":null,"errno":998,"error":"NETWORK_ERROR","message":"[Exception... \"NS_ERROR_UNKNOWN_HOST\"  nsresult: \"0x804b001e (NS_ERROR_UNKNOWN_HOST)\"  location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 481\"  data: no]"}
1526007034220	FirefoxAccounts	ERROR	Background refresh of profile failed: Error: NETWORK_ERROR (resource://gre/modules/FxAccounts.jsm:1538:18) JS Stack trace: [e-mail]:1538:18

> 1526007641774	Services.Common.RESTRequest	DEBUG	GET https://token.services.mozilla.com/1.0/sync/1.5 failed: 2152398878 - NS_ERROR_UNKNOWN_HOST
1526007641775	Sync.BrowserIDManager	ERROR	Non-authentication error in _fetchTokenForUser: TokenServerClientNetworkError({"error":{}}) (resource://services-common/tokenserverclient.js:36:36) JS Stack trace: [e-mail]:59:16
getTokenFromBrowserIDAssertion/response</<@tokenserverclient.js:245:22
[e-mail]:483:7

DNS problems like this are often temporary, is this still happening? If it is, we'll have to do some deeper debugging.

Comment 5

[George Vlantis]

Hi Shane,

     Seems very repeatable, lthough the symptoms changed somewhat between v59 and v60.   In v59, my "default" profiling would connect and I could sync my phone, but not with my secondary profile, that was suggested by your FAE to fix the search field issue with a new tab.    Now with v60, my cellphone can connect to Sync, but neither of the profiles (which I use 99% of the time) can connect to sync.

      I took a screen shot today and attach it:   SyncEnabled-20180514.png.   It shows that it tries to connect and leads one to believe it will momentarily sync, but when I go to the Tools menu it say "Reconnect to Sync..." and not "Sync Now".

      I should say that I am operating behind my company's firewall.   I haven't tried my work PC (laptop) elsewhere.   

      Something strange is happening:  the original problem was that the new tab search field wasn't doing searches (although the menu search field works).    The status bar on the bottom of the Firefox browser window wouldn't even show the google.com URL for the search sent to the Internet.  I don't know whether that means a DNS problem or not.

      Anyway, let me know how you want to proceed.   If you want me to try another network tonight, I will.

Comment 6

[George Vlantis]

Attachment: Screen Shot showing Firefox with the dialog box: Sync Enabled-20180514.png

Screen shot on Monday 5/14/2018 of the Sync Connection being made, but immediately disconnecting without a "Sync Now" possibility.

Comment 7

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

Could you please attach the most recent logs since you attached the screen-shot? You wouldn't have got that far if you had no network at all, but given your earlier log, some network issue still seems somewhat likely.

Also, what country are you in?

Comment 8

[George Vlantis]

Hi Mark,

       Well, I tried Sync'ing this morning (Monday) and it worked.  (I did it so I could send a latest sync log.)   It works both in a private window and a regular window.   The "Sync Now" entry normally found in the Tools menu is there, and when I select it, I can see a TLS connection is made and a transfer is done.    

       I work in Sunnyvale, CA at STMicroelectronics Inc.  (2755 Great America Way).    We do have a firewall managed by Zscaler.    The only thing I can think that changed is that my Firefox did some updates this weekend when I logged in.   The Sync was working on Friday.   

       I just tried syncing my phone and took about a minute, but it worked.   (I've been out of Synch for awhile, with many book mark changes.)   Everything looks good.  

       Let me try syncing two profiles on my PC this afternoon, before you close this bug.   I have another bug, which is still a bug that in a regular (not private) new tab, the search field doesn't work, although the search field to the right of the URL address field does work.   The whole reason why I create two profiles on my PC is the customer service guy, got the second one to work.   But I couldn't Sync, so this workaround was kind of useless--I couldn't access my address book from the second profile.   Let me experiment further.

       If I can sync the two profiles, then I'll probably kill the first one ("default"), and just use the second, and I'm good to go.   Also, I'll test whether the 2nd profile can Sync my phone, if it doesn't work with the first profile.

       I'll try to do more testing this afternoon after lunch.   Thanks.   Cheers.

Comment 9

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

(In reply to George Vlantis from comment #8)
>        I work in Sunnyvale, CA at STMicroelectronics Inc.  (2755 Great
> America Way).    We do have a firewall managed by Zscaler.

Ouch - bug 1219219 shows that zscalar users have regular trouble with Sync.

>        Let me try syncing two profiles on my PC this afternoon, before you
> close this bug.   I have another bug, which is still a bug that in a regular
> (not private) new tab, the search field doesn't work, although the search
> field to the right of the URL address field does work.   The whole reason
> why I create two profiles on my PC is the customer service guy, got the
> second one to work.   But I couldn't Sync, so this workaround was kind of
> useless--I couldn't access my address book from the second profile.   Let me
> experiment further.

That sounds odd - but we should probably track that in a different bug if we can get more details.

>        I'll try to do more testing this afternoon after lunch.   Thanks.  

Great, thanks!

Comment 10

[George Vlantis]

Hi Mark,

       Sorry if I disappoint you, but today (Wed 5/23/2018) my default PC profile is not able to maintain the Connection with the Sync server long enough to do the Sync.  Same symptom as before.    Does the Sync Server go down in the evenings?   When (approximately) is it taken down for maintenance?

Comment 11

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

(In reply to George Vlantis from comment #10)
>        Sorry if I disappoint you, but today (Wed 5/23/2018) my default PC
> profile is not able to maintain the Connection with the Sync server long
> enough to do the Sync.  Same symptom as before.    Does the Sync Server go
> down in the evenings?   When (approximately) is it taken down for
> maintenance?

The Sync servers are never taken down for regular maintenance. You could upload a new log, but I'm confident it is still going to say there is a network issue between you and the servers, and my finger is firmly pointed in the direction of zscalar (see bug 1219219)

Comment 12

[George Vlantis]

OK to close this bug.   It's a company firewall issue.   If you have directions on which IP addresses and IP ports you use to do Sync updates, it would be much appreciated.   Send to [e-mail].

Comment 13

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

(In reply to George Vlantis from comment #12)
> OK to close this bug.   It's a company firewall issue.   If you have
> directions on which IP addresses and IP ports you use to do Sync updates, it
> would be much appreciated.   Send to [e-mail].

We only use port 443, but the IP addresses may change regularly for operational reasons.