1923663 - Google/Gmail redirecting users to "Clear cache & cookies"

Status: RESOLVED FIXED

(Web Compatibility :: Site Reports, defect, P1)

Description

[u761629]

Steps to reproduce:

Multiple users are reporting that Google is redirecting them to this support article, which doesn't contain instructions for Firefox users: Clear cache & cookies.

Some say that using the Clear cookies and site data... button fixes it for them, while others say that problem persists even clearing all cookies and refreshing Firefox.

I'm not affected by this.

Comment 1

[Ksenia Berezina [:ksenia]]

We need more information in order to investigate this further, keeping this open and blocked until there are more reports .

Comment 2

[u761629]

People keep creating threads about this on Reddit: https://old.reddit.com/r/firefox/search/?q=google+cookies&restrict_sr=on&t=week

Comment 3

[Nguyen Dinh Thong]

I got the same issues, cannot login into web that "Continue with google" option only lead to clear cache and cookies support page . More detail here (My support page is vietnamese cus im using vietnamese): https://youtu.be/MG5DUTeSfiA

Comment 4

[john.nelson883]

I have the same issue. People are having the same issue: https://www.reddit.com/r/firefox/comments/1fzqmpv/cant_login_with_google/

Comment 5

[Kelimutu [:kiki]]

We found the same issues on SUMO (e.g. https://support.mozilla.org/en-US/questions/1468020) and our official support account on X.

Comment 6

[edgul]

I am not able to reproduce. So we are definitely going to need some more data to understand what is happening here.

For those that are able to reproduce, it would be very helpful to get a view at the contents of your cookies.sqlite if you are able:

1. Download a program like sqlitebrowser to look at your cookie DB.
2. Use about:support to locate your Profile Directory. Note the directory there and use sqlitebrowser to open the cookies.sqlite file.
3. Copy the rows that pertain to the website you are attempting to log into, redact any session value strings and email the relevant rows to [e-mail].
   Alternatively, if you are comfortable, you can email the entire cookies.sqlite file.

For those less comfortable with sharing the cookie DB can you help with the following steps (ideally, in this order) and let us know:

1. Does this still happen in private browsing mode?
2. Does this still happen if you use about:profiles to create and use a fresh profile?
3. Does this still happen if you use about:config to disable network.cookie.CHIPS.enabled? (please only toggle for debugging purposes, if this works this should not be considered a long-term solution)
4. Does this still happen if you clear ALL cookies by going to Settings > Privacy and Security > Cookies and site data > "Clear Data..." and clear everything? (this is not the same as clearing via the lock icon)

Thanks!

Comment 7

[edgul]

I've directed most of the reddit threads here. Can someone post in SUMO?

Comment 8

[edgul]

I can't be sure yet, but I have strong suspicions that Bug 1922193 is the same issue.

Comment 9

[Lucas]

Hello edgul!
I have this issue and is still happening. So i have tried the 4 steps listed on comment 6 and here are my results.
Using the google login button on this page https://login.thingiverse.com/login was redirecting to google "Clear cache & cookies" site.

1. It works fine in private browsing mode.
2. It works fine when creating and use a fresh profile.
3. It works fine disabling network.cookie.CHIPS.enabled and fails again when enabling again.
4. It did work permamently by going to Settings > Privacy and Security > Cookies and site data > "Clear Data..." and clearing everything.

Now the problem is solved for me.

Comment 10

[Tim Huang[:timhuang]]

I think the duplicate cookies caused the issue. In CHIPS, two cookies with the same name can coexist if one is partitioned and another is not. This is a standard behavior in CHIPS spec. Chrome also has the same behavior.

So, the duplicate cookies can be caused by either Google setting partitioned cookies without properly handling the existing cookie or Firefox unintentionally setting cookies with the partitioned attribute.

For now, the issue can be resolved by clearing cookies for the Google domain.

1. Visiting https://www.google.com
2. Trigger Clear cookies and site data... using the dropdown panel of the lock icon

Comment 11

[Quang Nguyen]

After clearing all cookies, I manage to login to 2 of my mail, but whenever I want to loggin to my third mail, firefox automatic become not responding.

Comment 12

[Tim Huang[:timhuang]]

Attachment: Bug 1923663, part 1 - Cookie DB migration to remove first-party partitioned cookies. r?valentin!

Comment 13

[edgul]

Attachment: Bug 1923663 - Disable chips in beta and release due to login regression r?bvandersloot

Comment 14

[edgul]

Comment on attachment 9431124 [details]
Bug 1923663 - Disable chips in beta and release due to login regression r?bvandersloot

Beta/Release Uplift Approval Request

• User impact if declined/Reason for urgency: CHIPS will continue to cause breakage in a potentially large amount of sites (sites that use google auth for login service)
• Is this code covered by automated tests?: Yes
• Has the fix been verified in Nightly?: No
• Needs manual test from QE?: No
• If yes, steps to reproduce:
• List of other uplifts needed: None
• Risk to taking this patch: Low
• Why is the change risky/not risky? (and alternatives if risky): CHIPS will simply not sent CHIPS partitioned cookies to websites, so websites will go back to using the unpartitioned cookies for login and users who haven't used CHIPS code will continue as "normal" without CHIPS.
• String changes made/needed:
• Is Android affected?: Yes

Comment 15

[edgul]

Attachment: Bug 1923663 - Add CHIPS pref to nimbus manifest. r?bvandersloot

Comment 16

[Pulsebot]

Pushed by [e-mail]:
https://hg.mozilla.org/integration/autoland/rev/bfe2d67f9dbf
Disable chips in nightly due to login regression r=bvandersloot

Comment 17

[edgul]

Please note the bad commit name ^, Disable chips in nightly should read Disable chips in beta and release. Not sure if there is anything we can do about what will end up on trunk :(

Comment 18

[edgul]

Comment on attachment 9431131 [details]
Bug 1923663 - Add CHIPS pref to nimbus manifest. r?bvandersloot

Beta/Release Uplift Approval Request

• User impact if declined/Reason for urgency: We want to be able to more easily flip CHIPS on and off in release
• Is this code covered by automated tests?: Yes
• Has the fix been verified in Nightly?: No
• Needs manual test from QE?: No
• If yes, steps to reproduce:
• List of other uplifts needed: None
• Risk to taking this patch: Low
• Why is the change risky/not risky? (and alternatives if risky): It's just a nimbus manifest field
• String changes made/needed:
• Is Android affected?: Yes

Comment 19

[Pulsebot]

Pushed by [e-mail]:
https://hg.mozilla.org/integration/autoland/rev/7ffa1f314427
Add CHIPS pref to nimbus manifest. r=bvandersloot

Comment 20

[Ryan VanderMeulen [:RyanVM]]

Comment on attachment 9431124 [details]
Bug 1923663 - Disable chips in beta and release due to login regression r?bvandersloot

Approved for 132.0b8.

Comment 21

[Pulsebot]

https://hg.mozilla.org/releases/mozilla-beta/rev/7c8a3ce8c2e1
https://hg.mozilla.org/releases/mozilla-beta/rev/e3c3ae36b3a5

Comment 22

[Serban Stanca [:SerbanS]]

https://hg.mozilla.org/mozilla-central/rev/bfe2d67f9dbf
https://hg.mozilla.org/mozilla-central/rev/7ffa1f314427

Comment 23

[Benjamin VanderSloot [:bvandersloot]]

Attachment: Bug 1923663, part 2 - Increases the CHIP migration target to perform database migrations - r=valentin!

Depends on D225692

Comment 24

[Donal Meehan [:dmeehan]]

network.cookie.CHIPS.enabled is false in beta for Fx133

Comment 25

[Benjamin VanderSloot [:bvandersloot]]

Attachment: fixup! Bug 1923663, part 1 - Cookie DB migration to remove first-party partitioned cookies. r?valentin!

Depends on D226943

Comment 26

[Pulsebot]

Pushed by [e-mail]:
https://hg.mozilla.org/integration/autoland/rev/39226f4da7cf
part 1 - Cookie DB migration to remove first-party partitioned cookies. r=cookie-reviewers,edgul
https://hg.mozilla.org/integration/autoland/rev/d43f5d0fcadf
part 2 - Re-enable CHIPS beyond nightly, done with database migrations - r=valentin,edgul

Comment 27

[Sandor Molnar[:smolnar]]

Backed out for causing crashes @ mozilla::net::CookieStorage::AddCookie / build bustages @ CookiePersistentStorage.cpp

Backout link: https://hg.mozilla.org/integration/autoland/rev/35e2888b27d63a3583e6dec789583dcf167c2e35

Push with failures

Failure log bustage -> ERROR - /builds/worker/checkouts/gecko/netwerk/cookie/CookiePersistentStorage.cpp

Failure log -> PROCESS-CRASH | MOZ_DIAGNOSTIC_ASSERT(false) [@ mozilla::net::CookieStorage::AddCookie] | /webdriver/tests/bidi/storage/delete_cookies/partition.py

Comment 28

[Benjamin VanderSloot [:bvandersloot]]

Found the crash, and a fix has been added.

Comment 29

[Pulsebot]

Pushed by [e-mail]:
https://hg.mozilla.org/integration/autoland/rev/6e00139cb45c
part 1 - Cookie DB migration to remove first-party partitioned cookies. r=cookie-reviewers,edgul
https://hg.mozilla.org/integration/autoland/rev/e412f867e774
part 2 - Re-enable CHIPS beyond nightly, done with database migrations - r=valentin,edgul

Comment 30

[Serban Stanca [:SerbanS]]

Backed out for causing build bustages in CookiePersistentStorage.cpp.

• Backout link
• Push with failures
• Failure Log
• Failure line: /builds/worker/checkouts/gecko/netwerk/cookie/CookiePersistentStorage.cpp:221:1: error: 'virtual nsresult mozilla::net::{anonymous}::CalculatePartitionKeyFromHostSQLFunction::OnFunctionCall(mozIStorageValueArray*, nsIVariant**)' defined but not used [-Werror=unused-function]

Comment 31

[Benjamin VanderSloot [:bvandersloot]]

Removing the offending function.

Comment 32

[Pulsebot]

Pushed by [e-mail]:
https://hg.mozilla.org/integration/autoland/rev/a7114c76e107
part 1 - Cookie DB migration to remove first-party partitioned cookies. r=cookie-reviewers,edgul
https://hg.mozilla.org/integration/autoland/rev/f70a3f184cef
part 2 - Re-enable CHIPS beyond nightly, done with database migrations - r=valentin,edgul

Comment 33

[Norisz Fay [:noriszfay]]

https://hg.mozilla.org/mozilla-central/rev/a7114c76e107
https://hg.mozilla.org/mozilla-central/rev/f70a3f184cef

Comment 34

[Pulsebot]

Backout by [e-mail]:
https://hg.mozilla.org/mozilla-central/rev/b17822c55ca9
Backed out 5 changesets (bug 1923663, bug 1922193) for causing cookie parsing crashes.

Comment 35

[Sebastian Hengst [:aryx] (needinfo me if it's about an intermittent or backout)]

:nchevobbe hit the following crash with an artifact build based on mozilla-central revision 3e6134136fe66d9475fd0e42d0984bbc7cecbe2d:

Crashed Thread:        0  MainThread  Dispatch queue: com.apple.main-thread

Exception Type:        EXC_BAD_ACCESS (SIGSEGV)
Exception Codes:       KERN_INVALID_ADDRESS at 0x0000000000000000
Exception Codes:       0x0000000000000001, 0x0000000000000000

Termination Reason:    Namespace SIGNAL, Code 11 Segmentation fault: 11
Terminating Process:   exc handler [73652]

VM Region Info: 0 is not in any region.  Bytes before following region: 4367548416
      REGION TYPE                    START - END         [ VSIZE] PRT/MAX SHRMOD  REGION DETAIL
      UNUSED SPACE AT START
--->  
      __TEXT                      104538000-104540000    [   32K] r-x/r-x SM=COW  /Users/USER/*/Firefox Nightly.app/Contents/MacOS/firefox

Thread 0 Crashed:: MainThread Dispatch queue: com.apple.main-thread
0   XUL                           	       0x12272ef4c mozilla::net::CookieStorage::AddCookie(mozilla::net::CookieParser*, nsTSubstring<char> const&, mozilla::OriginAttributes const&, mozilla::net::Cookie*, long long, nsIURI*, nsTSubstring<char> const&, bool, bool, mozilla::dom::BrowsingContext*, nsID const*) + 2636
1   XUL                           	       0x12272f9a0 mozilla::net::CookieService::AddNative(nsTSubstring<char> const&, nsTSubstring<char> const&, nsTSubstring<char> const&, nsTSubstring<char> const&, bool, bool, bool, long long, mozilla::OriginAttributes*, int, nsICookie::schemeType, bool, nsID const*) + 772
2   XUL                           	       0x12272f690 mozilla::net::CookieService::Add(nsTSubstring<char> const&, nsTSubstring<char> const&, nsTSubstring<char> const&, nsTSubstring<char> const&, bool, bool, bool, long long, JS::Handle<JS::Value>, int, nsICookie::schemeType, bool, JSContext*) + 320
3   XUL                           	       0x1200e0280 _NS_InvokeByIndex + 96
4   XUL                           	       0x1207de0cc XPCWrappedNative::CallMethod(XPCCallContext&, XPCWrappedNative::CallMode) + 2048
5   XUL                           	       0x1207dfba8 XPC_WN_CallMethod(JSContext*, unsigned int, JS::Value*) + 388
6   ???                           	     0x15e07a4adf4 ???
7   ???                           	     0x15e07be0920 ???
8   ???                           	     0x15e07a287bc ???
9   XUL                           	       0x121b916a8 js::jit::EnterBaselineInterpreterAtBranch(JSContext*, js::InterpreterFrame*, unsigned char*) + 424
10  XUL                           	       0x1217889fc js::Interpret(JSContext*, js::RunState&) + 1416
11  XUL                           	       0x1217814ac js::Call(JSContext*, JS::Handle<JS::Value>, JS::Handle<JS::Value>, js::AnyInvokeArgs const&, JS::MutableHandle<JS::Value>, js::CallReason) + 3368
12  XUL                           	       0x1218a209c PromiseReactionJob(JSContext*, unsigned int, JS::Value*) + 432
13  XUL                           	       0x1217811e8 js::Call(JSContext*, JS::Handle<JS::Value>, JS::Handle<JS::Value>, js::AnyInvokeArgs const&, JS::MutableHandle<JS::Value>, js::CallReason) + 2660
14  XUL                           	       0x121803870 JS::Call(JSContext*, JS::Handle<JS::Value>, JS::Handle<JS::Value>, JS::HandleValueArray const&, JS::MutableHandle<JS::Value>) + 420
15  XUL                           	       0x12042cef4 mozilla::PromiseJobRunnable::Run(mozilla::AutoSlowOperation&) + 336
16  XUL                           	       0x12041b0b8 mozilla::CycleCollectedJSContext::PerformMicroTaskCheckPoint(bool) + 1464
17  XUL                           	       0x120f7a4c0 mozilla::EventTargetChainItem::HandleEvent(mozilla::EventChainPostVisitor&, mozilla::ELMCreationDetector&) + 3756
18  XUL                           	       0x120f70f70 mozilla::EventTargetChainItem::HandleEventTargetChain(nsTArray<mozilla::EventTargetChainItem>&, mozilla::EventChainPostVisitor&, mozilla::EventDispatchingCallback*, mozilla::ELMCreationDetector&) + 3052
19  XUL                           	       0x120f7ddd0 mozilla::EventDispatcher::Dispatch(mozilla::dom::EventTarget*, nsPresContext*, mozilla::WidgetEvent*, mozilla::dom::Event*, nsEventStatus*, mozilla::EventDispatchingCallback*, nsTArray<mozilla::dom::EventTarget*>*) + 8260
20  XUL                           	       0x121443c78 DelayedFireDOMPaintEvent::Run() + 392
21  XUL                           	       0x12049f1ec mozilla::TaskController::DoExecuteNextTaskOnlyMainThreadInternal(mozilla::detail::BaseAutoLock<mozilla::Mutex&> const&) + 3544
22  XUL                           	       0x1204a75d8 mozilla::detail::RunnableFunction<mozilla::TaskController::TaskController()::$_0>::Run() + 72
23  XUL                           	       0x1204b0554 nsThread::ProcessNextEvent(bool, bool*) + 968
24  XUL                           	       0x1204addec NS_ProcessPendingEvents(nsIThread*, unsigned int) + 136
25  XUL                           	       0x1212fe74c nsAppShell::ProcessGeckoEvents(void*) + 272
26  CoreFoundation                	       0x187ba14d8 __CFRUNLOOP_IS_CALLING_OUT_TO_A_SOURCE0_PERFORM_FUNCTION__ + 28
27  CoreFoundation                	       0x187ba146c __CFRunLoopDoSource0 + 176
28  CoreFoundation                	       0x187ba123c __CFRunLoopDoSources0 + 340
29  CoreFoundation                	       0x187b9fdc8 __CFRunLoopRun + 828
30  CoreFoundation                	       0x187b9f434 CFRunLoopRunSpecific + 608
31  HIToolbox                     	       0x19234919c RunCurrentEventLoopInMode + 292
32  HIToolbox                     	       0x192348fd8 ReceiveNextEventCommon + 648
33  HIToolbox                     	       0x192348d30 _BlockUntilNextEventMatchingListInModeWithFilter + 76
34  AppKit                        	       0x18b3fecc8 _DPSNextEvent + 660
35  AppKit                        	       0x18bbf54d0 -[NSApplication(NSEventRouting) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 700
36  XUL                           	       0x1212fdf44 -[GeckoNSApplication nextEventMatchingMask:untilDate:inMode:dequeue:] + 132
37  AppKit                        	       0x18b3f1ffc -[NSApplication run] + 476
38  XUL                           	       0x124b09854 -[GeckoNSApplication run] + 72
39  XUL                           	       0x1212ff11c nsAppShell::Run() + 468
40  XUL                           	       0x12501511c nsAppStartup::Run() + 88
41  XUL                           	       0x12175c050 XREMain::XRE_mainRun() + 1692
42  XUL                           	       0x1250ae838 XREMain::XRE_main(int, char**, mozilla::BootstrapConfig const&) + 800
43  XUL                           	       0x1250aed8c XRE_main(int, char**, mozilla::BootstrapConfig const&) + 144
44  firefox                       	       0x10453e2fc main + 492
45  dyld                          	       0x187737154 start + 2476

Comment 36

[Pulsebot]

Pushed by [e-mail]:
https://hg.mozilla.org/integration/autoland/rev/8a47156d3dfa
part 1 - Cookie DB migration to remove first-party partitioned cookies. r=cookie-reviewers,edgul
https://hg.mozilla.org/integration/autoland/rev/eb53ce8d9fd7
part 2 - Increases the CHIP migration target to perform database migrations - r=valentin,edgul

Comment 37

[Pulsebot]

Backout by [e-mail]:
https://hg.mozilla.org/integration/autoland/rev/80db4afe8bea
Backed out 6 changesets (bug 1923663, bug 1922193) for causing bc failures on browser_cookies_legacy.js CLOSED TREE

Comment 38

[Pulsebot]

Pushed by [e-mail]:
https://hg.mozilla.org/integration/autoland/rev/3a343570b003
part 1 - Cookie DB migration to remove first-party partitioned cookies. r=cookie-reviewers,edgul
https://hg.mozilla.org/integration/autoland/rev/a29609380397
part 2 - Increases the CHIP migration target to perform database migrations - r=valentin,edgul

Comment 39

[pstanciu]

https://hg.mozilla.org/mozilla-central/rev/3a343570b003
https://hg.mozilla.org/mozilla-central/rev/a29609380397

Comment 40

[Gretchen Zimmermann]

I can reproduce this bug. When I try to go to photos.google.com from Firefox I'm redirected to the described Google support page about clearing cache and cookies. I've also been redirected to that page when I clicked on page links to other Google services (sorry - didn't write these down).

I'm happy to share information about my PC to help you figure out what's causing this bug, and to keep better records when it happens in other cases. I've tried restarting the PC, closing all other applications and clearing my cache and cookies. I have not (yet) tried disabling extensions.

My current workaround is to use Chrome to access Google photos. It also works in a private Firefox window, but the extra two-step login is annoying. I have not found another fix or workaround

Windows 11 2024-12 Cumulative Update version 23H2 for x64-based Systems (KB5048685) updated 12/10/24
Firefox 133.0.3 (64-bit)

Comment 41

[edgul]

Hi Gretchen, I would expect firefox 134 to resolve this issue. It should be available for download sometime tomorrow (Jan 7). When 134 becomes available can you download and try to reproduce with it?
Please let us know what happens.

If the issue still exists...
It would be very helpful to get a view of the contents of your cookies.sqlite if you are able:

1. Download a program like sqlitebrowser to look at your cookie DB.
2. Use about:support to locate your Profile Directory. Note the directory there and use sqlitebrowser to open the cookies.sqlite file.
3. Copy the rows that pertain to the website you are attempting to log into (photos.google.com), redact any session value strings and email the relevant rows to [e-mail].

Alternatively, if you are comfortable, you can email the entire cookies.sqlite file.

Also,
Does this still happen if you use about:configto disable network.cookie.CHIPS.enabled? (please only toggle for debugging purposes, if this works this should not be considered a long-term solution)

Thanks!

Comment 42

[Gretchen Zimmermann]

Sorry - I deleted my cookies before I saw this request and am no longer able to reproduce the issue. I typically avoid clearing cookies because of the hassle of all of the two-step authentication required by the many sites I use.

My environment does get a bit cluttered because I volunteer/work for a couple of organizations that use gmail accounts, plus I have two housemates who access their gmail accounts on my PC, so I had multiple google cookies before the cookie purge.

My housemates are native Spanish speakers and have their gmail/Google set to display in Spanish. I don't know if that complicates things. We had tremendous difficulty switching the location of one of the gmail accounts from Colombia to the U.S. We had to do this because U.S. online purchases were impossible, and several websites (including Netflix, FFS) were blocked when signed in from that account. That may have been the triggering event that preceded this issue.

I'm sure I'll accumulate another excess of cookies soon. I'll report here right away if I notice this happening again in Firefox 134.0 (64-bit) and beyond.

Thank you for your attention.

Comment 43

[Ryan VanderMeulen [:RyanVM]]

network.cookie.CHIPS.enabled is still behind a Nightly-only flag. Updating flags accordingly.

Comment 44

[Tim Huang[:timhuang]]

The problematic cookies should be removed, as we landed Bug 1922193. Bug 1933428 ensures we don't hit the issue again, so I think we can close this bug for now. Feel free to reopen it if we get any new reports.