Bookmarks and personal preferences are lost
Categories
(Firefox :: Sync, defect)
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(Reporter: code, Unassigned)
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19.86 KB,
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bookmarks are lost
User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.11; rv:69.0) Gecko/20100101 Firefox/69.0
Steps to reproduce:
- Download Firefox on a Mac
- Login with Firefox account
- All bookmarks, logins and passwords, add-ons and other preferences are lost in this account.
Actual results:
All bookmarks, logins and passwords, add-ons and other preferences are lost in this account.
Expected results:
All bookmarks, logins and passwords, add-ons and other preferences should not be lost in this account.
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Updated•5 years ago
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Is there a way to retrieve this information? I urgently need this information.
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Comment 2•5 years ago
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Hi HB, I tried to reproduce this issue on our end but I wasn't able to, the account we used we got the synced bookmarks and everything else without issues, but I will set the component for it and maybe one of our developers can take a look.
Does this happen if you log in into a new profile ??
You can use the steps here to create a new profile and login again:
https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles?redirectlocale=en-US&redirectslug=Managing-profiles#w_starting-the-profile-manager
Also you might try this issue on our latest Nightly build and check if the same issue occurs there as well and no Bookmarks or any other account information is synced.
You can find the build here:
https://nightly.mozilla.org/
Hello, Rares Doghi
Thanks for the reply, and I tried what you suggested, even downloaded nightly, bug I still lose everything, I can't really accept the loss of bookmarks and logins & passwords. They are so important to me.
(In reply to Rares Doghi from comment #2)
Hi HB, I tried to reproduce this issue on our end but I wasn't able to, the account we used we got the synced bookmarks and everything else without issues, but I will set the component for it and maybe one of our developers can take a look.
Does this happen if you log in into a new profile ??
You can use the steps here to create a new profile and login again:
https://support.mozilla.org/en-US/kb/profile-manager-create-and-remove-firefox-profiles?redirectlocale=en-US&redirectslug=Managing-profiles#w_starting-the-profile-managerAlso you might try this issue on our latest Nightly build and check if the same issue occurs there as well and no Bookmarks or any other account information is synced.
You can find the build here:
https://nightly.mozilla.org/
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Comment 4•5 years ago
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We're really sorry you're having this issue, HB. Would you mind answering a couple of questions for us, so we can troubleshoot? Thanks in advance!
- Did you reset your Firefox Account password when you signed in?
- Do you see any logs in
about:sync-log? If so, could you please upload the most recent one as an attachment? - How many other devices (other desktops and laptops, Android, and iOS) do you have connected to your account? Can you see your bookmarks and passwords on them?
Hello, Lina
Here are my answers
- Did you reset your Firefox Account password when you signed in?
Yes
- Do you see any logs in
about:sync-log? If so, could you please upload the most recent one as an attachment?
Yes, you can download from here: https://drive.google.com/file/d/16vTkCMAcoJQ19Pg1nd3BWSpmhe5qReAQ/view?usp=sharing
- How many other devices (other desktops and laptops, Android, and iOS) do you have connected to your account? Can you see your bookmarks and passwords on them?
Two devices, iPhone and MacBook Air, none of them has the bookmarks and passwords.
I can tell you more detail, there were some issues on my MacBook Air, and I had to re-install the macOS thoroughly, and then I downloaded Firefox, and logged in with my Firefox account, and I found that all bookmarks, passwords, and-ons are lost, and also the preferences.
Thanks.
(In reply to :Lina Cambridge from comment #4)
We're really sorry you're having this issue, HB. Would you mind answering a couple of questions for us, so we can troubleshoot? Thanks in advance!
- Did you reset your Firefox Account password when you signed in?
- Do you see any logs in
about:sync-log? If so, could you please upload the most recent one as an attachment?- How many other devices (other desktops and laptops, Android, and iOS) do you have connected to your account? Can you see your bookmarks and passwords on them?
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Comment 6•5 years ago
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Thanks for getting back to us, HB. Unfortunately, resetting your Firefox Account password destroys all synced data on the server. (This is because it's encrypted with a key that's derived from your password, so forgetting your password means the data can't ever be decrypted again).
Is there any chance you have a backup of your old Firefox profile, from before you reinstalled? If not, I'm afraid there's no way to recover your bookmarks and saved logins. I'm really, really sorry.
We've explored making the NOTE: on the reset password page scarier, as well as a version of Sync that doesn't encrypt your data, so that it's recoverable...but that's still very far away, and it doesn't help recover your data now. I'm sorry we've let you down here.
It is too strange that I will lost the data if I reset the password. It shouldn't be like that. I thought it should require the 2-step verification if somebody reset Firefox Account password. If he can verify the 2-step verification, he can visit the data, otherwise he can't access the data.
Your current practice is too rude and flawed.
BTW, I trust Firefox so much that I don't have a backup, so sad.
(In reply to HB from comment #7)
It is too strange that I will lost the data if I reset the password. It shouldn't be like that. I thought it should require the 2-step verification if somebody reset Firefox Account password. If he can verify the 2-step verification, he can visit the data, otherwise he can't access the data.
This is most likely because the server is not acceptable to hold the recovery key, and 2-step verification proved insufficient to protect it.
I guess this may be improved by like one-time password feature in password managers.
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Comment 10•5 years ago
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(In reply to YF (Yang) from comment #9)
(In reply to HB from comment #7)
It is too strange that I will lost the data if I reset the password. It shouldn't be like that. I thought it should require the 2-step verification if somebody reset Firefox Account password. If he can verify the 2-step verification, he can visit the data, otherwise he can't access the data.
This is most likely because the server is not acceptable to hold the recovery key, and 2-step verification proved insufficient to protect it.
I guess this may be improved by like one-time password feature in password managers.
No matter how to do, their current practice is very wrong. Resetting passwords is very common on a daily basis. Data should not be lost after we reset Firefox Account password.
BTW, there is 2-step verification function in Firefox Account.
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Comment 11•5 years ago
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The priority flag is not set for this bug.
:markh, could you have a look please?
For more information, please visit auto_nag documentation.
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Comment 12•4 years ago
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I'm really sorry you had this problem HB, but making synced data inaccessible after a password reset is an explicit choice we made to protect our users. Unfortunately there is nothing we can do here, so I'm going to close this bug. The most appropriate resolution flag I have available is RESOLVED/INVALID, since this is an unfortunate-but-intended side-effect of our chosen security model, but it still feels a bit wrong because this is certainly a valid complaint about the properties of the Firefox Sync system. We are investigating how we can do better in bug 1600212.
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