1499675 - Passwords get deleted without user interaction

Status: RESOLVED INCOMPLETE

(Firefox :: Sync, defect)

Description

[Philipp Bielefeldt]

User Agent: Mozilla/5.0 (X11; Linux x86_64; rv:60.0) Gecko/20100101 Firefox/60.0

Steps to reproduce:

I have two PCs, I use FF Sync for my passwords. I cannot state what I did. Actually, this keeps happening to me, without me triggering it (today the FF on my desktop PC deleted the PW database while I was away for lunch, the laptop PC was switched off during that time).


Actual results:

The Password list (the one from about:preferences... show passwords) only contains the FF Sync credentials. All other passwords are gone. 


Expected results:

Without me triggering the behaviour, I expect the passwords not to be deleted.

Comment 1

[Philipp Bielefeldt]

For clarity: My desktop PC runs CentOS 7 with the current Firefox ESR (60.2.2esr, 64-bit), my laptop runs openSUSE Leap 15.0 with the current Non-ESR version. I know that Firefox updates might corrupt the Sync database. To the best of my knowledge, this is however not related to an update (e.g. it has happened to me about ten times the last week, without any update that I am aware of, at least no ten major version …). And: My history, bookmarks etc. do not get deleted.

Comment 2

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

Sorry you are having these issues. Would it be possible for you to follow the process at https://wiki.mozilla.org/CloudServices/Sync/File_a_desktop_bug as a way to obtain sync logs? Ideally, you would follow the instructions to debug logs are being captured, then wait until the issue reproduces, then send the logs from both your devices.

These logs might include the URLs of sites you have passwords save for, but will not include the passwords. I'm also happy to mark this bug as confidential before you upload the logs so only Mozilla staff can see them.

Comment 3

[Philipp Bielefeldt]

Attachment: Desktop_PC-01.txt

Comment 4

[Philipp Bielefeldt]

Attachment: Desktop_PC-02.txt

Comment 5

[Philipp Bielefeldt]

Attachment: Laptop-01.txt

Comment 6

[Philipp Bielefeldt]

Attachment: Laptop-02.txt

Comment 7

[Philipp Bielefeldt]

Hi,

thanks for coming back so quickly. I added the log files. But I don't quite understand them. However, it seems they do not contain sensitive information …

Comment 8

[Philipp Bielefeldt]

Attachment: Desktop_PC-03.txt

This morning, when I logged in on my desktop PC (CentOS) which I had shut down overnight, I saw the following:
* A yellow triangle in the burger menu, telling me to "Reconnect to Sync"
* My saved passwords list empty
* My history and bookmarks still available
* My preferences for "use a master password" unchecked

I added the log file. 
It says I was "logged in successfully".
But then, I get a "unlockAndVerifyAuthState re-fetched credentials and is returning: error.login.reason.account".
I don't know what to make of this.

Any help is welcomed. :-)

Comment 9

[Philipp Bielefeldt]

Attachment: Desktop_PC-error_sync_logs.zip

I got much more errors after my message this morning. 
They all seem to indicate that sync login failed. 
I have, however, no clue about why.

Comment 10

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

Sorry for the delay - unfortunately those logs don't really tell us what went wrong. On 2018-10-23 it was working, but on 2018-10-30 it was failing - however, the logs don't show any attempt after 2018-10-30 to actually re-login, so it's difficult to know what the root cause is - but given comment 8, it seems that there has been some corruption in your local login store, meaning your passwords *and* sync credentials were all lost. Sync can probably recover the passwords once you log back in - what happens when you try and do that?

Comment 11

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

Thanks again for reporting this issue, but we are unable to determine the cause of the problem without the requested information. If you are able to provide this information, please just add a comment in this bug with that information and we'll get back to you as soon as we can, but in the meantime we are closing this bug so we can focus on the issues which we can address.