MozillaZine

Sync not working

User Help for Mozilla Firefox
kevs1
 
Posts: 27
Joined: November 19th, 2017, 8:34 am

Post Posted January 7th, 2018, 6:00 pm

Sync stopped working a few weeks ago between my desktop and laptop-- first time ever. Someone I respect a lot gave me some elaborate fixes, but then I went on a vacation for a couple of weeks hoping the problem would self resolve. It's still there.

Any ideas on how to fix this? Thanks.

Hope it's not too hard

the-edmeister

User avatar
 
Posts: 32019
Joined: February 25th, 2003, 12:51 am
Location: Chicago, IL, USA

Post Posted January 7th, 2018, 8:43 pm

about:sync-log and see if there are any error logs.

If so, they are text based logs - read them to see if you can ID the faults.


.
A mind is a terrible thing to waste. Mine has wandered off and I'm out looking for it.

kevs1
 
Posts: 27
Joined: November 19th, 2017, 8:34 am

Post Posted January 7th, 2018, 8:46 pm

Where is the "about" located?

the-edmeister

User avatar
 
Posts: 32019
Joined: February 25th, 2003, 12:51 am
Location: Chicago, IL, USA

Post Posted January 7th, 2018, 10:21 pm

URL bar. it's one of the many about: internal URI's.

about:about will display them all.

.
A mind is a terrible thing to waste. Mine has wandered off and I'm out looking for it.

kevs
 
Posts: 852
Joined: March 25th, 2007, 2:01 pm

Post Posted January 8th, 2018, 9:57 am

Thanks Ed, long list errors top one says this

1514597386504 Sync.SyncScheduler DEBUG Woke from sleep.
1514597421579 Sync.SyncScheduler DEBUG Woke from sleep.
1514602643973 Sync.SyncScheduler DEBUG Woke from sleep.
1514603173496 Sync.Service DEBUG User-Agent: Firefox/57.0.1 (Intel Mac OS X 10.12) FxSync/1.59.0.20171128222554.desktop
1514603173496 Sync.Service INFO Starting sync at 2017-12-29 22:06:13 in browser session X4DgC7rtPIy7
1514603173497 Sync.SyncScheduler DEBUG Clearing sync triggers and the global score.
1514603173497 Sync.Telemetry TRACE observed weave:service:sync:start
1514603173501 Sync.Status INFO Resetting Status.
1514603173501 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok
1514603173504 FirefoxAccounts DEBUG already verified
1514603173504 Sync.BrowserIDManager INFO Getting an assertion from: https://token.services.mozilla.com/1.0/sync/1.5
1514603173505 FirefoxAccounts DEBUG enter getAssertion()
1514603173508 FirefoxAccounts DEBUG got keyPair
1514603173508 FirefoxAccounts DEBUG getCertificateSigned: true true
1514603173510 Services.Common.RESTRequest TRACE local time, offset: 1514603173510, -1411
1514603173511 Services.Common.RESTRequest TRACE hawk auth header: Hawk id="9bebf0af4b0479d6108ed4a8b4c8a6279bf1d1c303a08dd644e6798694ad6a92", ts="1514603172", nonce="786hLkUJVFg=", hash="pfSTqXrLTe9Mc1o1adyH/5LEzWuV5YzR8hEj9/cgGGo=", mac="sKhXrYuFNmAGrD/0WKrUQAJf+r0YXKV7B8ewOXvIzww="
1514603173513 Services.Common.RESTRequest DEBUG POST request to https://api.accounts.firefox.com/v1/certificate/sign
1514603173513 Services.Common.RESTRequest TRACE HTTP Header authorization: ***** (suppressed)
1514603173513 Services.Common.RESTRequest TRACE HTTP Header content-type: application/json
1514603173513 Services.Common.RESTRequest TRACE HTTP Header accept-language: en-US, en
1514603173513 Services.Common.RESTRequest DEBUG POST Length: 888
1514603173513 Services.Common.RESTRequest TRACE POST Body: {"publicKey":{"algorithm":"DS","y":"E92D3A64F3072404F1EE859AB3C3B3170181A70A11440C4ABA1F844B89F1CE16E
A49025AC31DECC2648EA55D9948559D8D96621E376FBBEC705176DDE890F4B113C2A4EBF8C80AB9F03
14D7CBC41D25C394BDE85E43D0C8A3B55AB1727D8DB471FAB3860D238C5A8E6F138E43BC75F07A2567
E65F33C2E96D6E511F0BA7F0874","p":"FF600483DB6ABFC5B45EAB78594B3533D550D9F1BF2A992A7A8
DAA6DC34F8045AD4E6E0C429D334EEEAAEFD7E23D4810BE00E4CC1492CBA325BA81FF2D5A5B305A8D
17EB3BF4A06A349D392E00D329744A5179380344E82A18C47933438F891E22AEEF812D69C8F75E326CB
70EA000C3F776DFDBD604638C2EF717FC26D02E17","q":"E21E04F911D1ED7991008ECAAB3BF77598430
9C3","g":"C52A4A0FF3B7E61FDF1867CE84138369A6154F4AFA92966E3C827E25CFA6CF508B90E5DE419
E1337E07A2E9E2A3CD5DEA704D175F8EBF6AF397D69E110B96AFB17C7A03259329E4829B0D03BBC789
6B15B4ADE53E130858CC34D96269AA89041F409136C7242A38895C9D5BCCAD4F389AF1D7A4BD1398BD
072DFFA896233397A"},"duration":21600000}
1514603173518 Services.Common.RESTRequest TRACE onStartRequest: POST https://api.accounts.firefox.com/v1/certificate/sign
1514603173519 Services.Common.RESTRequest TRACE Channel for POST https://api.accounts.firefox.com/v1/certificate/sign returned status code 2152398878
1514603173519 Services.Common.RESTRequest DEBUG POST https://api.accounts.firefox.com/v1/certificate/sign failed: 2152398878 - NS_ERROR_UNKNOWN_HOST
1514603173519 Hawk WARN hawk request error: [Exception... "NS_ERROR_UNKNOWN_HOST" nsresult: "0x804b001e (NS_ERROR_UNKNOWN_HOST)" location: "JS frame :: resource://services-common/rest.js :: onStopRequest :: line 483" data: no] Stack trace: onStopRequest()@resource://services-common/rest.js:483 < waitForSyncCallback()@resource://services-common/async.js:97 < makeSpinningCallback/callback.wait()@resource://services-common/async.js:166 < _getAuthenticationHeader()@resource://services-sync/browserid_identity.js:800 < _createRequest()@resource://services-sync/resource.js:157 < _doRequest/<()@resource://services-sync/resource.js:183 < _doRequest()@resource://services-sync/resource.js:181 < get()@resource://services-sync/resource.js:335 < _fetchInfo()@resource://services-sync/service.js:508 < sync()@resource://services-sync/stages/enginesync.js:71 < onNotify()@resource://services-sync/service.js:1117 < WrappedNotify()@resource://services-sync/util.js:167 < WrappedLock()@resource://services-sync/util.js:123 < _lockedSync()@resource://services-sync/service.js:1110 < sync/<()@resource://services-sync/service.js:1102 < WrappedCatch()@resource://services-sync/util.js:93 < sync()@resource://services-sync/service.js:1091
1514603173521 Hawk DEBUG (Response) /certificate/sign: code: null - Status text: null
1514603173521 FirefoxAccounts ERROR error POSTing /certificate/sign: {"error":{},"errorString":"[Exception... \"NS_ERROR_UNKNOWN_HOST\" nsresult: \"0x804b001e (NS_ERROR_UNKNOWN_HOST)\" location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 483\" data: no]","message":null,"code":null,"errno":null}
1514603173521 FirefoxAccounts ERROR HAWK.signCertificate error: {"error":{},"errorString":"[Exception... \"NS_ERROR_UNKNOWN_HOST\" nsresult: \"0x804b001e (NS_ERROR_UNKNOWN_HOST)\" location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 483\" data: no]","message":null,"code":null,"errno":null}
1514603173521 Sync.BrowserIDManager ERROR Non-authentication error in _fetchTokenForUser: {"error":{},"errorString":"[Exception... \"NS_ERROR_UNKNOWN_HOST\" nsresult: \"0x804b001e (NS_ERROR_UNKNOWN_HOST)\" location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 483\" data: no]","message":null,"code":null,"errno":null}
1514603173522 Sync.Status DEBUG Status.login: success.login => error.login.reason.network
1514603173522 Sync.Status DEBUG Status.service: success.status_ok => error.login.failed
1514603173523 FirefoxAccounts DEBUG FxAccountsProfileClient: Requested profile
1514603173523 FirefoxAccounts DEBUG getOAuthToken enter
1514603173524 FirefoxAccounts DEBUG getOAuthToken returning a cached token
1514603173525 Services.Common.RESTRequest DEBUG GET request to https://profile.accounts.firefox.com/v1/profile
1514603173525 Services.Common.RESTRequest TRACE HTTP Header authorization: ***** (suppressed)
1514603173525 Services.Common.RESTRequest TRACE HTTP Header accept: application/json
1514603173525 Services.Common.RESTRequest TRACE HTTP Header if-none-match: "4b1167801bf5691b21878665dadfc077674b0b7d-gzip"
1514603173527 Sync.BrowserIDManager ERROR Failed to fetch a token for authentication: {"error":{},"errorString":"[Exception... \"NS_ERROR_UNKNOWN_HOST\" nsresult: \"0x804b001e (NS_ERROR_UNKNOWN_HOST)\" location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 483\" data: no]","message":null,"code":null,"errno":null}
1514603173530 Sync.AsyncResource WARN GET request to https://sync-547-us-west-2.sync.service ... s?v=1.59.0 failed: [Exception... "NS_ERROR_UNKNOWN_HOST" nsresult: "0x804b001e (NS_ERROR_UNKNOWN_HOST)" location: "JS frame :: resource://services-sync/resource.js :: Channel_onStopRequest :: line 424" data: no] Stack trace: Channel_onStopRequest()@resource://services-sync/resource.js:424
1514603173531 Sync.Status DEBUG Status.sync: success.sync => error.login.reason.network
1514603173531 Sync.Status DEBUG Status.service: error.login.failed => error.sync.failed
1514603173531 Sync.SyncScheduler DEBUG Next sync in 3600000 ms.
1514603173532 Sync.ErrorHandler ERROR Sync encountered an error: [Exception... "NS_ERROR_UNKNOWN_HOST" nsresult: "0x804b001e (NS_ERROR_UNKNOWN_HOST)" location: "JS frame :: resource://services-sync/resource.js :: Channel_onStopRequest :: line 424" data: no] Stack trace: Channel_onStopRequest()@resource://services-sync/resource.js:424
1514603173534 Sync.Telemetry TRACE observed weave:service:sync:error
1514603173538 Sync.Service DEBUG Exception calling anonymous function: [Exception... "NS_ERROR_UNKNOWN_HOST" nsresult: "0x804b001e (NS_ERROR_UNKNOWN_HOST)" location: "JS frame :: resource://services-sync/resource.js :: Channel_onStopRequest :: line 424" data: no] Stack trace: Channel_onStopRequest()@resource://services-sync/resource.js:424
1514603173540 Sync.ErrorHandler DEBUG Addons installed: 3
1514603173540 Sync.ErrorHandler DEBUG - BookMacster Sync, version 41, id {5be4a1a1-c477-423d-a946-13c1d880306f}
1514603173540 Sync.ErrorHandler DEBUG - Alexa.com Toolbar, version 1.1, id {d05372b4-da11-4f72-a0c2-774b30a2b6dd}
1514603173540 Sync.ErrorHandler DEBUG - Clear Cache, version 3.1, id clearcache@michel.de.almeida
MAC USER

the-edmeister

User avatar
 
Posts: 32019
Joined: February 25th, 2003, 12:51 am
Location: Chicago, IL, USA

Post Posted January 8th, 2018, 10:54 am

Not that I know all that much about Sync, but ...
The beginning of that report mentions "Woke from sleep." Then further down "Starting sync at 2017-12-29 22:06:13"

Any newer error reports than Dec 29? If so, how do the newer reports differ as far as the DEBUG and Status lines?
Is that desktop computer left running all the time? If so, any difference with a fresh boot? That Woke from sleep. is something I have never seen myself. or that I recall seeing in other error reports.

Suggestions for troubleshooting - in this order:
1. Disconnect from Sync and then Restart Firefox. Then Connect to Sync and see if a Sync event will go thru.
In the Menu Panel if you hover the cursor over the "circle arrows" to the right of your Firefox Account email address (when you are Connected) it will show the "Last sync" day and time.
2. Disable all data types except for bookmarks and see if Sync will work
A mind is a terrible thing to waste. Mine has wandered off and I'm out looking for it.

kevs1
 
Posts: 27
Joined: November 19th, 2017, 8:34 am

Post Posted January 8th, 2018, 3:31 pm

Ed this one is from today:

Aslo what does this mean?

. Disable all data types except for bookmarks and see if Sync will work

Sorry for delays, but everytime I try to reply to this thread, there is some really bad glitch.









1515435402213 Sync.LogManager DEBUG Flushing file log
1515435402222 Sync.LogManager DEBUG Log cleanup threshold time: 1514571402222
1515435402280 Sync.LogManager DEBUG Done deleting files.
1515436318634 Sync.Service DEBUG User-Agent: Firefox/57.0.4 (Intel Mac OS X 10.12) FxSync/1.59.0.20180103231032.desktop
1515436318634 Sync.Service INFO Starting sync at 2018-01-08 10:31:58 in browser session r558Xw0Zevf7
1515436318634 Sync.SyncScheduler DEBUG Clearing sync triggers and the global score.
1515436318635 Sync.Telemetry TRACE observed weave:service:sync:start
1515436318638 Sync.Status INFO Resetting Status.
1515436318638 Sync.Status DEBUG Status.service: error.sync.failed => success.status_ok
1515436318639 Sync.BrowserIDManager DEBUG _ensureValidToken already has one
1515436318652 Sync.AsyncResource WARN GET request to https://sync-547-us-west-2.sync.service ... ollections failed:
[Exception... "NS_ERROR_UNKNOWN_HOST" nsresult: "0x804b001e (NS_ERROR_UNKNOWN_HOST)" location: "JS frame :: resource://services-sync/resource.js ::
Channel_onStopRequest :: line 424" data: no] Stack trace:
Channel_onStopRequest()@resource://services-sync/resource.js:424
1515436318652 Sync.Status DEBUG Status.sync: success.sync => error.login.reason.network
1515436318652 Sync.Status DEBUG Status.service: success.status_ok => error.sync.failed
1515436318654 Sync.SyncScheduler DEBUG Sync error count has exceeded 3; enforcing backoff.
1515436318654 Sync.SyncScheduler DEBUG Starting client-initiated backoff. Next sync in 3618231 ms.
1515436318654 Sync.SyncScheduler DEBUG Next sync in 3618231 ms.
1515436318655 Sync.ErrorHandler ERROR Sync encountered an error: [Exception... "NS_ERROR_UNKNOWN_HOST" nsresult: "0x804b001e (NS_ERROR_UNKNOWN_HOST)" location: "JS frame :: resource://services-sync/resource.js ::
Channel_onStopRequest :: line 424" data: no] Stack trace:
Channel_onStopRequest()@resource://services-sync/resource.js:424
1515436318657 Sync.Telemetry TRACE observed weave:service:sync:error
1515436318662 Sync.Service DEBUG Exception calling anonymous function: [Exception... "NS_ERROR_UNKNOWN_HOST" nsresult: "0x804b001e (NS_ERROR_UNKNOWN_HOST)" location: "JS frame :: resource://services-sync/resource.js ::
Channel_onStopRequest :: line 424" data: no] Stack trace:
Channel_onStopRequest()@resource://services-sync/resource.js:424
1515436318663 Sync.ErrorHandler DEBUG Addons installed: 3 1515436318663 Sync.ErrorHandler DEBUG -
BookMacster Sync, version 41, id {5be4a1a1-c477-423d-a946-13c1d880306f} 1515436318663
Sync.ErrorHandler DEBUG - Alexa.com Toolbar, version 1.1, id {d05372b4-da11-4f72-a0c2-774b30a2b6dd}
1515436318663 Sync.ErrorHandler DEBUG - Clear Cache, version 3.1, id clearcache@michel.de.almeida
MAC USER

the-edmeister

User avatar
 
Posts: 32019
Joined: February 25th, 2003, 12:51 am
Location: Chicago, IL, USA

Post Posted January 9th, 2018, 11:46 am

Did you Disconnect from Sync and then restart Firefox - and then Connect again?

Aslo what does this mean?

. Disable all data types except for bookmarks and see if Sync will work


In Preferences > Sync where it says Sync across all devices disable all the data types except for Bookmarks.

.
A mind is a terrible thing to waste. Mine has wandered off and I'm out looking for it.

kevs
 
Posts: 852
Joined: March 25th, 2007, 2:01 pm

Post Posted January 9th, 2018, 2:54 pm

Ed ok will try that now.. the disconnecting/ connecting/ overnight did not work...
MAC USER

dickvl

User avatar
 
Posts: 52323
Joined: July 18th, 2005, 3:25 am

Post Posted January 9th, 2018, 6:28 pm

The main error looks like "NS_ERROR_UNKNOWN_HOST"
Code: Select all
1514603173521 FirefoxAccounts ERROR error POSTing /certificate/sign: {"error":{},"errorString":"[Exception... \"NS_ERROR_UNKNOWN_HOST\" nsresult: \"0x804b001e (NS_ERROR_UNKNOWN_HOST)\" location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 483\" data: no]","message":null,"code":null,"errno":null}
1514603173521 FirefoxAccounts ERROR HAWK.signCertificate error: {"error":{},"errorString":"[Exception... \"NS_ERROR_UNKNOWN_HOST\" nsresult: \"0x804b001e (NS_ERROR_UNKNOWN_HOST)\" location: \"JS frame :: resource://services-common/rest.js :: onStopRequest :: line 483\" data: no]","message":null,"code":null,"errno":null}
1514603173521 Sync.BrowserIDManager ERROR Non-authentication error in _fetchTokenForUser: {"error":{},"errorString":"[Exception... \"NS_ERROR_UNKNOWN_HOST\" nsresult: \"0x804b001e (NS_ERROR_UNKNOWN_HOST)\" location: \"JS frame
1514603173531 Sync.Status DEBUG Status.sync: success.sync => error.login.reason.network


Try to delete the signedInUser.json file in the Firefox profile folder and delete the Weave folder (Sync was formerly named Weave).
Remove an existing chrome://FirefoxAccounts entry in the Firefox Password Manager.
http://kb.mozillazine.org/Profile_folder_-_Firefox

kevs1
 
Posts: 27
Joined: November 19th, 2017, 8:34 am

Post Posted January 9th, 2018, 7:23 pm

Thanks Dick,
In the profile folder is just this folder only:

tpwa9pxe.default

and in there are 82 items one of which is:

folder called : weave

I should delete the weave folder?

I have not found this: signedInUser.json file

Where is that?; and I should delete that too? And then..?

Ahh I did find: signedInUser.json

It's a file, so just delete those 2 items from both computers, and then restart FF? ANd my bookmarks will still be there?

dickvl

User avatar
 
Posts: 52323
Joined: July 18th, 2005, 3:25 am

Post Posted January 10th, 2018, 6:29 pm

You can rename the folder if you want to be able to undo this action, but yes you can remove the signedInUser.json file and and the weave folder to reset Sync data stored in these locations.

You can check the Password Manager as well and possibly rename prefs.js to reset the various sync prefs stored in the file.

kevs1
 
Posts: 27
Joined: November 19th, 2017, 8:34 am

Post Posted January 10th, 2018, 6:37 pm

Sorry Dick I did not understand any of that..

You are saying previously to delete two files (not folders); just those 2 files (signedInUser.json & weaver)

both computers and the issue will be solved? And the bookmarks, do they remain or do they need to be exported or something beforehand?

kevs
 
Posts: 852
Joined: March 25th, 2007, 2:01 pm

Post Posted January 11th, 2018, 10:28 am

Also is there a sync now option?
MAC USER

kevs1
 
Posts: 27
Joined: November 19th, 2017, 8:34 am

Post Posted January 11th, 2018, 2:29 pm

Good news, the desktop is working, slow but brought over a bookmark from laptop. . Used to be 5 min, now 5 hours. But laptop is lagging, let’s see if later it also comes on board.

Return to Firefox Support


Who is online

Users browsing this forum: No registered users and 13 guests