677863 - Create a clear path for users that are setting up their account again

Status: RESOLVED DUPLICATE of bug 675823

(Firefox :: Sync, defect)

Description

[:ibai]

At the moment there's no clear path for users that have an account but are not logged-in.

If I formatted my computer and I want to connect to Sync again the process is:

- Go to the Sync Tab
- Select Set Up Firefox Sync
- Click on "Connect" at the bottom
- Find the "I don't have the device with me" and click on it.

It's not obvious and it's counter-intuitive. Why should a user with an account click on "I don't have the device with me"?

Ideally there should be a third path or an additional option after Connect where the user says that this is the primary computer or it's a secondary one.

Some examples of users facing this issue:

https://support.mozilla.com/en-US/questions/859134
https://support.mozilla.com/en-US/questions/857614

Comment 1

[Richard Newman [:rnewman]]

(In reply to Ibai from comment #0)

> It's not obvious and it's counter-intuitive. Why should a user with an
> account click on "I don't have the device with me"?
> 
> Ideally there should be a third path or an additional option after Connect
> where the user says that this is the primary computer or it's a secondary
> one.

We're in the process of completely reworking setup:

  https://wiki.mozilla.org/Firefox/Features/Sync_Setup_Improvements

This work is tracked in Bug 675826. I'm linking this bug to keep an eye on it, but it won't be directly worked on.

I don't think that adding yet another avenue for users to misunderstand will be the solution here, but we do need to somehow avoid users digging themselves into this hole.

faaborg: those support links are interesting data points!

Comment 2

[Philipp von Weitershausen [:philikon]]

We will roll most or all of this into the setup wizard redesign in bug 675823.

Comment 3

[Richard Newman [:rnewman]]

We now have:

  Set Up Sync
  I have an account
  I don't have the device with me, which is the only action you can take that's not typing a J-PAKE code.

Close enough for now. We'll revisit this with FxA.