1716177 - Unable to Activate Sync - Your Instructions froze Firefox on my 'phone

Status: RESOLVED INACTIVE

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

Description

[james.w.harrill]

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:89.0) Gecko/20100101 Firefox/89.0

Steps to reproduce:

Responded to your email ... final notice to enable sync
Followed instructions to include q-code scan of the screen
It gave me a link on my 'phone
Activating that link gave me a blank screen on 'phone
Closed out repeated with same result
Closed out and tried to open Firefox on the 'phone
It took be back to the frozen page.
Firefox had been previously installed on the 'phone.
Should I have uninstalled it first? (Your instructions did not tell me to do that)
How can I regain operation of Firefox on my 'phone, with or without sync?

Actual results:

See above.

Expected results:

I expected to have sync established between my PC and my 'phone.

Comment 1

[james.w.harrill]

Attachment: error-sync-1623271584206.txt.pdf

Comment 2

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

I'm sorry you are having this problem and I agree the process is confusing. The QR code you scanned was almost certainly one that would allow you to download Firefox itself, not to enable syncing if you already have Firefox.

Regardless, it's very off you report Firefox not working after this step - that's completely unexpected. Maybe something unrelated is going on with your phone and this is just a coincidence - can you please try restarting it?

The log you attached is from Desktop Firefox and shows you have successfully connected sync, but your account is not verified. If you go to the main Firefox menu, it should guide you to verifying your account. Once you have done this, you can use "Sign in to Sync" on the Android browser, which will tell you how to get a different QR code and your phone and desktop will be connected.

I'm going to change this but to be on the "Firefox Accounts Server" because I believe the flow there is confusing and what lead to this situation.

Comment 3

[Vijay Budhram]

Hey James,

Is it possible to upload a screenshot of the email that was sent? I'm not familiar with the final notice to enable sync type email, it might be from our marketing team. It might also help narrow which connect another device flow you are experiencing.

Which version of Firefox are you using to scan the QR code? I've tested our pairing flow in iOS Firefox and was able to successfully connect my account from desktop Firefox 89.