Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Getting error message: Sync encountered an error while syncing: Failed to connect to the server. Sync will automatically . . .

  • 8 replies
  • 48 have this problem
  • 2990 views
  • Last reply by Gotadimple

more options

This has been happening since the last update. Currently on v38.0.1 for desktop PC. I do not see this message when using an Android tablet, and bookmarks and passwords appear to be synched.

The message then offers the Preference button. When I click the button, the message disappears. Will reappear when accessing a new tab.

Thanks for help on this.

Chosen solution

cor-el said

Do you see the entry with the Sync (Firefox account) credentials in the Firefox Password Manager like I posted in my first reply?
  • Tools > Options > Security: Passwords: "Saved Passwords" > "Show Passwords"
  • chrome://FirefoxAccounts

Can you log in here?

Did you try to delete the signedInUser.json file in the Firefox profile folder?

Con-El, Thank you. Yes I have always seen the Firefox Sync credentials, and I am able to log in to accounts.firefox.com/settings.

This morning I deleted the signedInUser.json file in the profile folder, rebooted Foxfire and signed into websites. I left the PC to go to sleep. At wake-up two hours later, there was no error message.

I note that the signInUser file was not re-created when re-booting Firefox. So at this point, this looks to be solved.

Thanks,

 Rita
Read this answer in context 👍 0

All Replies (8)

more options

I see that you have 4.3.7 (foxmarks@kei.com) installed.

Are you using the Xmarks Sync service or the built-in Firefox Sync (or both)?


Could you post a Sync log to see if there is a problem? You can check the about:sync-log page via the location/address bar to see if there are error logs available.

You can upload a recent log to this website if the log is too big to put in a reply.


Make sure that you allow cookies for the accounts.firefox.com domain if you aren't allowing cookies generally or use the 'Ask me' cookie setting or use extensions that deal with cookies.

The Sync version used in Firefox 34 and later uses the password manager to store the name (e-mail) and password to be used to connect to the Sync server. The chrome://FirefoxAccounts entry in the password manager stores the authentication data (kA and kB) in JSON format. You can check this in the Password Manager.

Try to delete the signedInUser.json file in the Firefox profile folder and delete the Weave folder (Sync was formerly named Weave). If that isn't enough then delete the prefs.js files to reset all prefs and maybe also delete the compatibility.ini file to reinitialize the profile.

You can use this button to go to the currently used Firefox profile folder:

more options

Thanks for your response. After posting this problem, I ran Malwarebytes Anti-Malware and quarantined several PUP items from Conduit Ltd. At boot-up this morning, there were no further sync error messages.

To provide additional info to your post:

  • I use Xmarks to store passwords in a separate location from Password manager, I use Firefox Sync to sync between devices.
  • The error log is posted at pastebin and will be stored for one day
  • Cookies are allowed
  • I can see the entry in Password Manager. If malware had not been the issue, would you advise deleting the entry or merely continuing on to delete the files mentioned?
more options

If it is working fine now then there is no need to follow the above posted steps. You can consider to perform them in case the problem returns.

more options

cor-el said

Could you post a Sync log to see if there is a problem? You can check the about:sync-log page via the location/address bar to see if there are error logs available. You can upload a recent log to this website if the log is too big to put in a reply.

Make sure that you allow cookies for the accounts.firefox.com domain if you aren't allowing cookies generally or use the 'Ask me' cookie setting or use extensions that deal with cookies.

The Sync version used in Firefox 34 and later uses the password manager to store the name (e-mail) and password to be used to connect to the Sync server. The chrome://FirefoxAccounts entry in the password manager stores the authentication data (kA and kB) in JSON format. You can check this in the Password Manager.

Try to delete the signedInUser.json file in the Firefox profile folder and delete the Weave folder (Sync was formerly named Weave). If that isn't enough then delete the prefs.js files to reset all prefs and maybe also delete the compatibility.ini file to reinitialize the profile.

You can use this button to go to the currently used Firefox profile folder:

This seems to only occur when the computer has gone to sleep. When I wake up the computer and navigate to a new web page, I get the message. Clicking on the offered Preferences button clears the message.

Here is the latest synclog at pastebin.

Based on this info, is the next step to delete signedInUser.json file in the Firefox profile folder and delete the Weave folder (Sync was formerly named Weave)?

more options

You didn't provide us with the URL to your pasted log at the pastebin website. Once you hit Send the URL in the Location Bar will change to "your" unique URL for the message that you post.

Like this: https://pastebin.mozilla.org/8835253

more options

the-edmeister said

You didn't provide us with the URL to your pasted log at the pastebin website. Once you hit Send the URL in the Location Bar will change to "your" unique URL for the message that you post. Like this: https://pastebin.mozilla.org/8835253

Sorry, here's the latest error log. Again, error message occurs when waking up the computer. It will stay at the bottom of the page unless you press "Preferences" or the "X"

https://pastebin.mozilla.org/8835254

Thanks for your help,

 Rita
more options

Do you see the entry with the Sync (Firefox account) credentials in the Firefox Password Manager like I posted in my first reply?

  • Tools > Options > Security: Passwords: "Saved Passwords" > "Show Passwords"
  • chrome://FirefoxAccounts

Can you log in here?

Did you try to delete the signedInUser.json file in the Firefox profile folder?

more options

Chosen Solution

cor-el said

Do you see the entry with the Sync (Firefox account) credentials in the Firefox Password Manager like I posted in my first reply?
  • Tools > Options > Security: Passwords: "Saved Passwords" > "Show Passwords"
  • chrome://FirefoxAccounts

Can you log in here?

Did you try to delete the signedInUser.json file in the Firefox profile folder?

Con-El, Thank you. Yes I have always seen the Firefox Sync credentials, and I am able to log in to accounts.firefox.com/settings.

This morning I deleted the signedInUser.json file in the profile folder, rebooted Foxfire and signed into websites. I left the PC to go to sleep. At wake-up two hours later, there was no error message.

I note that the signInUser file was not re-created when re-booting Firefox. So at this point, this looks to be solved.

Thanks,

 Rita