664439 - Sync failing with message "Sync encountered an error while connecting: Server incorrectly configured. Please try again."

Status: RESOLVED WORKSFORME

(Firefox :: Sync, defect)

Description

[[e-mail]]

User-Agent:       Mozilla/5.0 (Windows NT 5.1; rv:2.0.1) Gecko/20100101 Firefox/4.0.1
Build Identifier: Mozilla/5.0 (Windows NT 5.1; rv:2.0.1) Gecko/20100101 Firefox/4.0.1

Sync is failing with message "Sync encountered an error while connecting: Server incorrectly configured. Please try again."

Message shows up in a footer popup notification at the bottom of all tabs.

Began happening on Monday June 13th.

Notification happens again, and again, and again.

Including log file of issue, got directions from a related bug on how to configure logging for sync. Seems to be a password/authentication issue.

Reproducible: Always

Steps to Reproduce:
1.Turn on Firefox and wait for a few minutes.
2. Alternate method turn on Firefox go to tools menu and
3. Select sync now

Actual Results:  
you get the error message in a notification popup/footer. Message is as follows
"Sync encountered an error while connecting: Server incorrectly configured. Please try again."

Expected Results:  
sync should function without experiencing error

I can live without sync for awhile, but what is annoying is the ever present popup notification ....all day, every few minutes....its really annoying.

I tried to turn of sync...by deselecting all the options but it still happens every 2 to 10 minutes.

Comment 1

[[e-mail]]

Attachment: Sync log showing failure of the tool

in a related bug a support engineer requested a the sync log file. So I followed the steps in that note and created a small sync log which captured the error.
Its seems to be an authentication error, but to the best of my knowledge I have changed passwords...I don't know how, and don't really mess with sync since setting it up several months ago...

Comment 2

[Mike Connor [:mconnor]]

Hi Shiloh, during the timeframe for that log we had a brief outage on that particular node.  Are you still able to reproduce the problem today?  If so, can you provide a new log?

Comment 3

[[e-mail]]

Mike,

yeah its still happening....been going on for 3 days now....not saying its a server problem....maybe my account got hosed up, but honestly I set it and forget it..

Comment 4

[[e-mail]]

Attachment: Sync log showing error

requested sync log from today 1:50 pm est.

Comment 5

[[e-mail]]

This is Shiloh, I had one question, is there a way for me to temporarily disable sync so I don't loose screen real estate to this footer popup. I have unchecked all of the check boxes but still get this pop up all day long. I really don't want to deactivate the device....only because I don't know what the ramifications are....is this permanent? I just want to temporarily disable until this can be fixed...Also its occurring on my home machine as well now....

Comment 6

[[e-mail]]

Just an update this is still occurring.
1) Is there any way to disable temporarily? want to avoid the footer popup
   its annoying, you either deal with popping up every 2-5 minutes or
   you loose screen real estate and leave it there....even then it flicker
   ever so often.... Any help would be appreciated.
2) are other people seeing this issue? or is it just a problem for me
   if its just me maybe its my account and should contact a help
   person, or just delete and recreate. 
   Again any help would be appreciated,
Thanks as always,
Shiloh

Comment 7

[Richard Newman [:rnewman]]

(In reply to comment #6)

Hi Shiloh,

In answer to your first question: no, you can't temporarily disable Sync. You can deactivate your current device, but it'll need to re-merge your Sync data once you set it up again. There's no harm in that, though: the canonical data source is your device, not the Sync server.

I'm not aware of this being a broader issue.

Comment 8

[Richard Newman [:rnewman]]

CCing services ops, see if we can take a look at the server logs.

Comment 9

[Toby Elliott [:telliott]]

User appears to have been migrated, but the error coming from here will not cause him to check for a new node. It should be returning 401 when we down something for good.

Comment 10

[Richard Newman [:rnewman]]

Shiloh: you can probably fix your local setup by doing the following.

1. Open a new tab.

2. Type 
  
   about:config

in the address bar, and hit Enter.

3. Click the Tools menu (or equivalent on Windows), and click Web Console.

4. In the box marked with the ">", paste the following four lines and hit Enter:

  Components.utils.import("resource://services-sync/service.js")
  .Service
  .clusterURL = 
  "https://scl2-sync26.services.mozilla.com/"

5. Try syncing again (Tools > Sync Now).

You can close the about:config tab when you're done.

Comment 11

[Philipp von Weitershausen [:philikon]]

A slightly more robust (and easier) way to fix would be:

1. Type "about:config" in the address bar and hit Enter
2. Type "clusterURL" into the search field of the page, it should bring up the "services.sync.clusterURL" preference.
3. Right click on it, choose Reset.

Comment 12

[[e-mail]]

THE problem resolved yesterday, thank you for your assistance