Open Bug 1492000 Opened Last year Updated 8 months ago

Bookmarks and syncing lost after update to 62.0

Categories

(Firefox :: Sync, defect)

62 Branch
defect
Not set

Tracking

()

UNCONFIRMED
Tracking Status
firefox62 --- affected

People

(Reporter: chrisb, Unassigned, NeedInfo)

Details

Attachments

(3 files)

User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:62.0) Gecko/20100101 Firefox/62.0
Build ID: 20180830143136

Steps to reproduce:

Updated to Firefox 62.0 this morning


Actual results:

After updating, bookmarks and browsing history were gone. I've got a Firefox sync account set up, but syncing doesn't bring up my old bookmarks or restore anything.


Expected results:

Bookmarks should carry over between updates.
Had no problems upgrading. Do you have a backup?

https://wiki.mozilla.org/User_Services/Sync/Debug_Sync explains how to provide more sync information.
Flags: needinfo?(chrisb)
Okay, managed to get bookmarks restored under the bookmarks manager "Import and backup" - "Restore" feature. 

But browser history and add-ons haven't carried over to the new install either - I had to reinstall a Zotero connector plug-in to get Firefox to connect to Zotero again.

I followed the wiki instructions on debugging sync, and got up to Step 3 , second bullet point :"services.sync.log.logger.engine.bookmarks to Trace" but there is no "services.sync.log.logger.engine.bookmarks" entry? I have "services.sync.log.logger.engine" only - set to Debug. 

Skipping this, and following Step 4 I can see a large error-sync text file from the time yesterday morning when I was trying to sync. Should I just copy/paste this whole text file and paste it here?
Flags: needinfo?(chrisb)
Component: Untriaged → Bookmarks & History
Chris, did you have to re-sign in to Sync after upgrading? Were any other settings or configurations missing?

Please can you try this:

- Follow the instructions in https://support.mozilla.org/kb/profiles-where-firefox-stores-user-data#w_how-do-i-find-my-profile (How do I find my profile?)
- Once you've opened finder with the profile directory, got to the directory immediately above that

Is there another directory alongside your current profile? If so, then it may be that for some reason Firefox had an issue and decided to create you another profile.

If not, please can you check your profile folder and see if there are any files with "corrupt" in the name.
Flags: needinfo?(chrisb)
(In reply to Mark Banner (:standard8) from comment #3)
> Chris, did you have to re-sign in to Sync after upgrading? Were any other
> settings or configurations missing?
> 
> Please can you try this:
> 
> - Follow the instructions in
> https://support.mozilla.org/kb/profiles-where-firefox-stores-user-data#w_how-
> do-i-find-my-profile (How do I find my profile?)
> - Once you've opened finder with the profile directory, got to the directory
> immediately above that
> 
> Is there another directory alongside your current profile? If so, then it
> may be that for some reason Firefox had an issue and decided to create you
> another profile.
> 
> If not, please can you check your profile folder and see if there are any
> files with "corrupt" in the name.

Thanks Mark,

I had a look in the profile folder - there's just the one profile showing, and when I look at the file and folder names in the profile folder, there aren't any with corrupt in the filename either.

Chris
Flags: needinfo?(chrisb)
Lina, any idea if Sync may have wiped the local store for whatever reason? It's so strange that both bookmarks, history and add-ons were gone at the same time, and we can't find a reason in Places why add-ons should be affected...
Flags: needinfo?(lina)
That's...puzzling! The only time Sync should wipe any local data is with user consent on disconnect. We removed the "wipe on first sync" UI a long time ago, and we shouldn't be sending `wipeAll` or `wipeEngine` commands anymore. (The exception is if you manually restore bookmarks on another device, and that'll only send `wipeEngine` for bookmarks, not other engines). Firefox accidentally using a different profile would've been my guess, too, but it sounds like that's not the case here.

Would you mind uploading that error log as an attachment to this bug, Chris? Also, did you have to sign in to Sync again after upgrading to 62, or were you still signed in? Thanks!
Flags: needinfo?(lina) → needinfo?(chrisb)
First error file 18/09/2018 	10:22:47 AM
Flags: needinfo?(chrisb)
Second error file 18/09/2018 	11:01:15 AM
First sync success file 19/09/2018 	10:16:08 AM
Okay, I've uploaded three log files just now.

First one is error-sync....550.txt - this is the first error file generated after the update, at 10:22:47 AM

There's another smaller error file: error-sync....348.txt generated half an hour later at 11:01:15 AM

Then for comparison I've also uploaded the successful sync log from 10:16:08 AM on the following day: success-sync.....998.txt


From the first file it looks like there's some log-in error. I can't remember exactly whether I had to log-in again after updating or was already logged in. But I do remember trying logging out/in and re-syncing and getting nothing.

Thanks, Chris
Lina, do you see anything useful in the logs?
Flags: needinfo?(lina)
Apologies for the delay, I've been heads-down on other work. Thanks for uploading the error logs! It looks like there are two issues here: losing your data after upgrading, and not having any data in your Sync account.

The first error log is a master password error. Sync stores its credentials in the password manager, and needs it to be unlocked before running. Do you have a master password set up? (And, if you use the password manager, do you remember if your passwords carried over after upgrading?) Also, do you have any other devices connected to your account?

The second log is a "login failed" error, and the third is a successful no-op sync ("Records: 0 applied, 0 successfully, 0 failed to apply, 0 newly failed to apply, 0 reconciled"). Did you reset your Firefox Account password when signing in to Sync? If you did, that could explain it.

That still doesn't explain why you lost your data on upgrade, though. Any chance you remember if Firefox kept your other preferences, like permissions, home page, toolbar buttons, search preferences, and so on, or were they also reset?

Thanks!
Flags: needinfo?(lina) → needinfo?(chrisb)
Component: Bookmarks & History → Sync
Sorry I was away on leave for a few weeks and have just seen these messages today.

I didn't have a password manager set up when the error happened. This error happened shortly after I migrated from one computer at work to another, but I had signed out of Firefox sync on the old computer, so there should have been the one device only connected to the account at that point.

It's getting a while ago the error occurred now, but going from memory after I started having problems I may have reset the Firefox password in order to try and log-in again. I think that the other content such as preferences, home page, search engines, etc. reset too, although I can't be entirely sure.

Thanks, Chris
Flags: needinfo?(chrisb)
Flags: needinfo?(lina)
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