We've recently installed a new corporate firewall and Sync has stopped working for our users - can't figure out what to unblock to get FF Sync working again.
We've installed a Sophos UTM and there are specific rules for Firefox application and updates which we have enabled. However after logging in to Sync (it authenticates OK) Firefox users get the error "Sync encountered an error while syncing. Unknown error. Sync will automatically retry this action". Bookmarks are restored correctly after the initial sign-in, but passwords etc are not. Wiresharking shows Firefox calling out to Amazon so a rule has been created to allow traffic to that IP address, but still no passwords, cookies and so on. It's not a major issue but Sync is such a useful tool, particularly for users who have a laptop and a desktop PC. Could be that I'm on completely the wrong track, so any help would be gratefully received. We love (and have always loved) Firefox. Regards, Brendan. PS: Love Thunderbird too!
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hi brendan, when you type about:sync-log into the address bar and open the latest one or two error logs, can you copy their contents and put them into http://pastebin.mozilla.org/ or a similar service and paste a link here on the forum? this would be very helpful in assessing the problem. thank you!
Also, have you allowed all *.mozilla.org domains?
philipp said
hi brendan, when you type about:sync-log into the address bar and open the latest one or two error logs, can you copy their contents and put them into http://pastebin.mozilla.org/ or a similar service and paste a link here on the forum? this would be very helpful in assessing the problem. thank you!
Wow - thanks for the quick reply. I'm happy to do this, but I'd have to strip out a large amount of the log - particularly most of the URLs - for security reasons. If a rather truncated log would still be of use then please let me know and I'll get editing.
especially useful would be those parts of the log which have "error" in their line (and maybe the few lines that went before that)
user293 said
Also, have you allowed all *.mozilla.org domains?
Thanks for replying. We've whitelisted all the ones we can find. If there's a definitive list you're aware of I'd be grateful for a link.
philipp said
especially useful would be those parts of the log which have "error" in their line (and maybe the few lines that went before that)
Log file: https://pastebin.mozilla.org/8838289 The #######s are obviously bits I've cut out, as are any of the 6-line gaps. Really appreciate your help.
please make sure that those servers are accessible:
*.accounts.firefox.com (FxA) *.sync.services.mozilla.com (Sync itself) token.services.mozilla.com (token server)
Many of the domains sync connects to are actually subdomains of mozilla.com, have you whitelisted those? Specifically:
services.mozilla.com token.services.mozilla.com sync-212-us-west-2.sync.services.mozilla.com (this may need to be *.sync.services.mozilla.com if you can do it, as I'm pretty sure the first part changes. For example, my logs show sync-185-us-west-2.sync.services.mozilla.com)
Thanks for for your replies. I've whitelisted these domains but Sync is still not connecting. The firewall's policy tester shows the domains as allowed. I hooked my PC up to my phone's 4G and Snyc connected straight away, so I'm confident it's something on the firewall that's blocking us. I'll need to hit the firewall logs later today while trying to sync and see if I can find out what's blocking it.