Closed Bug 1879022 Opened 8 months ago Closed 7 months ago

NS_ERROR_CONNECTION_REFUSED errors trying to sync

Categories

(Firefox :: Sync, defect, P3)

Product:
Firefox
Component:
Sync
Version:
Firefox 122
Type:
defect

Tracking

()

Status:
RESOLVED FIXED

People

(Reporter: mitja.uranjek, Unassigned)

Details

Attachments

(5 files)

error-sync-1707295785062.txt
21.43 KB, text/plain
Details
error-sync-1707317301625.txt
4.30 KB, text/plain
Details
error-sync-1707317385933.txt
6.50 KB, text/plain
Details
traceroute.png
192.00 KB, image/png
Details
success.png
554.14 KB, image/png
Details

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:122.0) Gecko/20100101 Firefox/122.0

Steps to reproduce:

Tried to sync two browsers.

Actual results:

Nothing.

Expected results:

Should have synchronised everything except payment data.

The Bugbug bot thinks this bug should belong to the 'Firefox::Sync' component, and is moving the bug to that component. Please correct in case you think the bot is wrong.

Component: Untriaged → Sync

That log shows a network error.

Which part of the world are you in. If Russia, it's probably due to google servers being blocked - see also https://support.mozilla.org/en-US/questions/1220420.

If not, can you please try again and attach any new logs which appear? If the logs still show a NS_ERROR_CONNECTION_REFUSED error at the end, the problem might still exist in your network.

Flags: needinfo?(mitja.uranjek)

(In reply to Mark Hammond [:markh] [:mhammond] from comment #2)

That log shows a network error.

Which part of the world are you in. If Russia, it's probably due to google servers being blocked - see also https://support.mozilla.org/en-US/questions/1220420.

If not, can you please try again and attach any new logs which appear? If the logs still show a NS_ERROR_CONNECTION_REFUSED error at the end, the problem might still exist in your network.

No, I´m in Germany. And I´ve had on different computers and in different countries. I switched to Chrome years ago for this reason, but now it is falling to pieces, so I switched back and sync still doesn´t work. Again, different country, computer, Windows, version of Firefox.

I´ve disabled Malwarebytes, checked the firewall and computer 1 doesn´t show the NS_ERROR_CONNECTION_REFUSED anymore, but computer 2 does. I´ll attach both logs.

Flags: needinfo?(mitja.uranjek)

Both those logs show NS_ERROR_CONNECTION_REFUSED. If one computer isn't always showing that, then flipping the preference services.sync.log.appender.file.logOnSuccess to true will mean sync will create log files even when it succeeds, so this may show evidence that one of the computers is syncing correctly - obviously though that will still not be useful without another computer which also works.

Which still leaves us with the computer that is failing and I'm afraid I have no answer to that - the servers are up and accepting connections (as evidenced by your computer which does work) so I really can't think of any reason that's not related to either that specific computer or the network it is on.

Summary: Sync not working → NS_ERROR_CONNECTION_REFUSED errors trying to sync
Severity: -- → S3
Priority: -- → P3
QA Whiteboard: [qa-not-actionable]

Same error but with sync-788-us-west-2.sync.services.mozilla.com domain. Impossible to sync. Tested on multiple network and mobile data. I got the error since the 18/02. I am in France

To comfirm that the issue is not related to my computer or network, I have done a traceroute and the network packet seems to leave my network correctly.

Attached image traceroute.png —

(In reply to cfouche3005 from comment #7)

Same error but with sync-788-us-west-2.sync.services.mozilla.com domain. Impossible to sync. Tested on multiple network and mobile data. I got the error since the 18/02. I am in France

Were you syncing fine prior to 18/02? Or was that when you attempted syncing after a long absence?

Flags: needinfo?(cfouche3005)

(In reply to David Durst [:ddurst] from comment #10)

(In reply to cfouche3005 from comment #7)

Same error but with sync-788-us-west-2.sync.services.mozilla.com domain. Impossible to sync. Tested on multiple network and mobile data. I got the error since the 18/02. I am in France

Were you syncing fine prior to 18/02? Or was that when you attempted syncing after a long absence?

I was syncing fine, they were no error log prior to 18/02

Flags: needinfo?(cfouche3005)

What is the date of the last success log before Feb 18?

Flags: needinfo?(cfouche3005)

(Sorry, you'll only have that if the pref has been toggled or you've installed the about:sync extension.) What I am trying to ascertain is if "syncing fine" means in the week leading up to Feb 18 or whether that was a long time ago. It might point to the nature of the issue.

I am sorry but during troubleshooting, I have disconnected and reconnected my account and this have flushed my logs

Flags: needinfo?(cfouche3005)

(In reply to cfouche3005 from comment #14)

I am sorry but during troubleshooting, I have disconnected and reconnected my account and this have flushed my logs

Does your problem persist?

Yes and I have narrowed down the issue to the server with this ip adress : 44.238.43.31 (all of the sync-***-us-west-2.sync.services.mozilla.com domain). I have created a new mozilla account and my new sync server with is account is sync-1-us-west1-g.sync.services.mozilla.com (which is hosted on GCP as the other is hosted on AWS) which worked perfectly. My other account still uses sync-788-us-west-2.sync.services.mozilla.com and is still borked

Thank you for that! And just to be very clear, you are quite certain that your "old borked" account has been successfully syncing regularly and reliably right up until Feb 18? And how many devices have synced to this account over the last year or so (ie, do you have other devices connected, and/or have you replaced devices recently?)

(In reply to Mark Hammond [:markh] [:mhammond] from comment #17)

Thank you for that! And just to be very clear, you are quite certain that your "old borked" account has been successfully syncing regularly and reliably right up until Feb 18? And how many devices have synced to this account over the last year or so (ie, do you have other devices connected, and/or have you replaced devices recently?)

I am not 100% sure on the date because when I have checked the error log started the 18/02 but I have only checked the content of the recent one so the old one might be another issue (I was at school at this time with a severe firewall).
As for the device, I was connected to only one device (a laptop on fedora) and I was configuring a new PC, so this why I stumbled on the sync issue.

Sorry for these questions but we are trying to get to the bottom of this. Is it possible you created your account a few years ago, then didn't use the sync account for a long period, then tried to use the old account in Feb when setting up the new PC? Ultimately I'm trying to work out with some certainty whether the borked account had successfully synced in the last 12 months or not.

I have created my first account on the 15/09/2023⁩ and immediately setup sync on firefox on my old pc.

I have configured my new pc firefox with the old account on tuesday (1 day ago), Sync wasn't working (couldn't pull nor push), I have reported the problem on issue thread and on the forum.

I have created a new account today and had it on the new PC, Sync is working

The old PC is still with old account.

Hello again,
assuming that my ancient account was just permanently bugged somehow, possibly because it was created in Slovenia, the north korean beachhead in Europe, I created a new one after my last post here, but it made no difference, it's still the same "NS_ERROR_CONNECTION_REFUSED" thingy. Sync did not work for me 10 years ago, or after the pause and a new account in a different country. :/

(In reply to m from comment #21)

Hello again,
assuming that my ancient account was just permanently bugged somehow, possibly because it was created in Slovenia, the north korean beachhead in Europe, I created a new one after my last post here, but it made no difference, it's still the same "NS_ERROR_CONNECTION_REFUSED" thingy. Sync did not work for me 10 years ago, or after the pause and a new account in a different country. :/

When checking about:sync-log, what is the domain of the sync server used ?

When checking about:sync-log, what is the domain of the sync server used ?
https://sync-211-us-west-2.sync.services.mozilla.com/1.5/75296660/info/collections

Thank you both, this is very useful

I have this exact same bug, though my logs point to this server: https://sync-765-us-west-2.sync.services.mozilla.com/1.5/207352084/info/collections

I try to sync my Linux desktop Firefox v123.0's bookmarks with my Android Firefox but I never succeed. A few extra details:

  • Android Firefox shows "Last synced: never" and clicking the "Sync Now" button does nothing
  • Desktop's "Sync Now" button appears to do something, never does
  • The functionality never worked, I have tried for months
  • Sending a Tab from Desktop to Mobile or Mobile to Desktop works perfectly
  • My about:sync-log match the description perfectly, except it's a different server
  • I'm located in Portugal and use the Proton VPN service to connect via several european countries. Disconnecting the VPN doesn't fix the problem
  • Tried desktop firefox from both EndeavourOS repositories and directly from Mozilla, same result

Let me know if I can assist in providing any other information!

(In reply to Cosme Benito from comment #25)

I have this exact same bug, though my logs point to this server: https://sync-765-us-west-2.sync.services.mozilla.com/1.5/207352084/info/collections

When did you create your Firefox Account?

For anyone who can reproduce: can you please let me know what IP address token.services.mozilla.com resolves to for you? ie, pasting the output of nslookup token.services.mozilla.com would be perfect.

nslookup token.services.mozilla.com output for me

Server:		127.0.0.53
Address:	127.0.0.53#53

Non-authoritative answer:
token.services.mozilla.com	canonical name = prod.tokenserver.prod.cloudops.mozgcp.net.
Name:	prod.tokenserver.prod.cloudops.mozgcp.net
Address: 34.107.141.31

to add detail, I have tested to create two new account, both use sync-1-us-west1-g.sync.services.mozilla.com and work flawlessly

(In reply to Mark Hammond [:markh] [:mhammond] from comment #26)

(In reply to Cosme Benito from comment #25)

I have this exact same bug, though my logs point to this server: https://sync-765-us-west-2.sync.services.mozilla.com/1.5/207352084/info/collections

When did you create your Firefox Account?

For anyone who can reproduce: can you please let me know what IP address token.services.mozilla.com resolves to for you? ie, pasting the output of nslookup token.services.mozilla.com would be perfect.

I checked my old emails and the Firefox Account was verified on 29/09/2017

> nslookup token.services.mozilla.com                                                                                                                                                                                                                                                        

Server:         10.98.0.1
Address:        10.98.0.1#53

Non-authoritative answer:
token.services.mozilla.com      canonical name = prod.tokenserver.prod.cloudops.mozgcp.net.
Name:   prod.tokenserver.prod.cloudops.mozgcp.net
Address: 34.107.141.31

(In reply to Cosme Benito from comment #29)
I checked my old emails and the Firefox Account was verified on 29/09/2017

Thanks! Have you been using it regularly ever since, or was it dormant for some time and you only recently started using it again? Or to ask it another way: when do you think the account most recently synced successfully?

(In reply to Mark Hammond [:markh] [:mhammond] from comment #30)

Thanks! Have you been using it regularly ever since, or was it dormant for some time and you only recently started using it again? Or to ask it another way: when do you think the account most recently synced successfully?
I would say there was a big period of inactivity, I used Google Chrome for a couple of years. I don't ever recall having performed a sync before and I'm not sure what I used the account for back in 2017.

I've been using Firefox regularly (and logged in with my Mozilla Account) at the very least since August 2023, but never managed to get Sync to work.

Thanks for all your help on this - we are actively investigating and have some leads.

(In reply to cfouche3005 from comment #20)

I have created my first account on the 15/09/2023⁩ and immediately setup sync on firefox on my old pc.

If possible, would you be able to look at your logs and/or recreate the problem, and determine the full "storage url" which is given to the account created in September - ie, the URL which looks like https://sync-XXX-us-west-2.sync.services.mozilla.com/1.5/XXXXXXX/... - it's actually the part after the 1.5 we care most about, but the full URL would still be good. It's important that this is for the account created in Sept which fails to work (because it points to AWS), not the new account which you report does work correctly (because it's pointing at GCP)

(Some of the other reports above do include the URL, but these are for accounts created years ago - it's this new-ish account with the same problem we are particularly interested in)

Thanks for your patience and help!

(In reply to m from comment #23)

When checking about:sync-log, what is the domain of the sync server used ?
https://sync-211-us-west-2.sync.services.mozilla.com/1.5/75296660/info/collections

Thanks for that, but that URL is the same as originally reported in the logs you attached, which is presumably your "old" account. You reported that you have the same problem on a newly created account - can you please report the URL that account sees - it should have a different number after the 1.5/.

Thanks!

Here is the full URl : https://sync-788-us-west-2.sync.services.mozilla.com/1.5/208380794/info/collections
And I am very sorry to disappoint you but after further search in my mail I have finally found my original account creation date which is the 20/03/2018 (the date I have say was for password reset). I am sorry that the previous date have lead you to some false conclusion

Flags: needinfo?(mitja.uranjek)

(Sorry, should've added context: re #c33, this information is hopefully the last piece we need.)

I don't know if anything was done to fix this issue, but as of today it appears to be working fine for me on both desktop and mobile.

I noticed that some REALLY old bookmarks and extensions were installed this morning. Syncing on the desktop creates no logs, I assume logs are only created when it fails. Android Firefox now shows "Last Synced: 0 minutes ago", instead of never and it does appear to have all my bookmarks synced.

Thank you very much!

Attached image success.png —

Same for me the sync work as my account is now using https://sync-1-us-west1-g.sync.services.mozilla.com/1.5/212741089/storage I don't know if the issue is fixed but thank you nonetheless.

Thanks for all your patience here - thanks to your help we did finally get to the bottom of this and are starting to roll out a fix - great to see confirmation it's working!

Status: UNCONFIRMED → RESOLVED
Closed: 7 months ago
Flags: needinfo?(mitja.uranjek)
Resolution: --- → FIXED

It syncs now. Good work.

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