SUMO community discussions

Sync problems reported on Support Forum

  • 13 Replies
  • Last reply by Kensie
  1. SafeBrowser
    SafeBrowser 47 posts
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    I have seen several posts on the Support Forum in the last few weeks concerning users having problems with Sync and receiving a message about "dinosaurs being loose." I am currently trying to assist someone in deleting their Sync information and account and the user can not accomplish that.

    Is there a problem with the Sync server(s)?

    Is there an e-mail address for users to contact someone to have a Sync account and its information removed?

    I have seen several posts on the Support Forum in the last few weeks concerning users having problems with Sync and receiving a message about "dinosaurs being loose." I am currently trying to assist someone in deleting their Sync information and account and the user can not accomplish that. Is there a problem with the Sync server(s)? Is there an e-mail address for users to contact someone to have a Sync account and its information removed?
  2. Ibai
    Ibai 301 posts
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    Hi!

    Unfortunately there's no email but there's a bug about it: https://bugzilla.mozilla.org/show_bug.cgi?id=680861

    The error about the dinosaur happens when the server encounters an error while trying to remove the account.

    Best, Ibai

    Hi! Unfortunately there's no email but there's a bug about it: https://bugzilla.mozilla.org/show_bug.cgi?id=680861 The error about the dinosaur happens when the server encounters an error while trying to remove the account. Best, Ibai
  3. SafeBrowser
    SafeBrowser 47 posts
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    Thanks, Ibai.

    The user has tried several times to delete the account and has been unsuccessful.

    When trying to Sync, he has received various error including "Unknown error", "Server incorrectly configured" or no errors and the data just doesn't sync. That is the reason that he is now trying to delete his Sync account and information.

    The user is being patient, but, as you know, that can change quickly.

    I will refer him to the bug report so that he can track developments, but not comment there. And I will continue to follow the bug report for developments to try to assist this user.

    Thanks, Ibai. The user has tried several times to delete the account and has been unsuccessful. When trying to Sync, he has received various error including ''"Unknown error", "Server incorrectly configured" or no errors and the data just doesn't sync.'' That is the reason that he is now trying to delete his Sync account and information. The user is being patient, but, as you know, that can change quickly. I will refer him to the bug report so that he can track developments, but not comment there. And I will continue to follow the bug report for developments to try to assist this user.
  4. Ibai
    Ibai 301 posts
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    Hi SafeBrowser!

    If he wants to get rid of the error the easiest way is to generate a new Sync Key as explained here: https://support.mozilla.com/en-US/kb/how-do-i-manage-my-firefox-sync-account#w_how-do-i-generate-a-new-sync-key

    This solves the majority of unknown errors (when the root cause is a corrupted set of data).

    The other option is to remove the device from the Sync account. You can do that in the Sync Tab, by clicking "Deactivate this device" at the bottom of the window.

    Let me know if I can help you with anything else.

    Hi SafeBrowser! If he wants to get rid of the error the easiest way is to generate a new Sync Key as explained here: https://support.mozilla.com/en-US/kb/how-do-i-manage-my-firefox-sync-account#w_how-do-i-generate-a-new-sync-key This solves the majority of unknown errors (when the root cause is a corrupted set of data). The other option is to remove the device from the Sync account. You can do that in the Sync Tab, by clicking "Deactivate this device" at the bottom of the window. Let me know if I can help you with anything else.
  5. GuigZ0110
    GuigZ0110 3 posts
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    Hi ! I posted today a message about an issue I have with Firefox Sync which looks really similar to what is discussed here. Someone ("John99") told me to re-post my problem here, so here is the (rather long) original message :

    As an old user of firefox I have recently tried to use the Sync function in order to easilly manage the bookmarks and preferences between my computers.

    So I created a Sync account on my laptop, but the sync never worked. Instead my browser displayed an error message saying that the sync process encountered an "unknown error".

    When I tried to synchronize my other computer with this newlly created Sync account, I only obtained error messages either saying "no account name" (that was yesterday) or "server badly configured" (today).

    I also tried to reinitialize the Sync settings on the "main" computer (the one used to create the account in the beginning) but I could never reconnect again to the account using the account name, password and sync key. All I could obtain was the same error messages as those I got when try to synchronize other computers.

    If i try to recreate an account using a different email adress, I also get an error message saying "unknown error" when I try to enter the new email adress to be used.

    If I try to delete the first account I created on the account management webpage, I only get another type of error message saying "Oh dear. Looks like one of the dinosaurs escaped again. We keep them away from the data, so that should be safe. Please try again later when we've wrestled him back onto the treadmill".

    I am surprised to observe that ABSOLUTELY NOTHING AT ALL seems to be working with Firefox Sync for me so far. I was used to much more reliability on Mozilla products and services. I just hope that someone has a solution to this issue, but I can see on this forum that many people seem to have unsolved problems of the same type recently...

    ''Hi ! I posted today a message about an issue I have with Firefox Sync which looks really similar to what is discussed here. Someone ("John99") told me to re-post my problem here, so here is the (rather long) original message :'' As an old user of firefox I have recently tried to use the Sync function in order to easilly manage the bookmarks and preferences between my computers. So I created a Sync account on my laptop, but the sync never worked. Instead my browser displayed an error message saying that the sync process encountered an "unknown error". When I tried to synchronize my other computer with this newlly created Sync account, I only obtained error messages either saying "no account name" (that was yesterday) or "server badly configured" (today). I also tried to reinitialize the Sync settings on the "main" computer (the one used to create the account in the beginning) but I could never reconnect again to the account using the account name, password and sync key. All I could obtain was the same error messages as those I got when try to synchronize other computers. If i try to recreate an account using a different email adress, I also get an error message saying "unknown error" when I try to enter the new email adress to be used. If I try to delete the first account I created on the account management webpage, I only get another type of error message saying "Oh dear. Looks like one of the dinosaurs escaped again. We keep them away from the data, so that should be safe. Please try again later when we've wrestled him back onto the treadmill". I am surprised to observe that ABSOLUTELY NOTHING AT ALL seems to be working with Firefox Sync for me so far. I was used to much more reliability on Mozilla products and services. I just hope that someone has a solution to this issue, but I can see on this forum that many people seem to have unsolved problems of the same type recently...
  6. GuigZ0110
    GuigZ0110 3 posts
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    I can add that I already tried to generate a new Sync key as suggested, but that requires to have at least one of my computer's firefox synchronized with the Sync account, which is precisely what I cannot do (even with my "main" computer, i.e. the computer I used in the beginning to create the account and on which I re-initialized the Sync settings).

    I can add that I already tried to generate a new Sync key as suggested, but that requires to have at least one of my computer's firefox synchronized with the Sync account, which is precisely what I cannot do (even with my "main" computer, i.e. the computer I used in the beginning to create the account and on which I re-initialized the Sync settings).
  7. John99
    John99 3665 posts
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    Pls Note other thread is Error setting up a new Sync account

    Pls Note other thread is [/questions/878038 Error setting up a new Sync account]
  8. Ibai
    Ibai 301 posts
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    Please, can you give me a link to the original post? This is not a support forum. It's intended for contributors and it's better to aggregate of the knowledge in the support forum.

    Please, can you give me a link to the original post? This is not a support forum. It's intended for contributors and it's better to aggregate of the knowledge in the support forum.
  9. GuigZ0110
    GuigZ0110 3 posts
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    I understand... There's a link to the original post (from the support forum) in John99's reply just above yours.

    I understand... There's a link to the original post (from the support forum) in John99's reply just above yours.

    Modified by GuigZ0110 on

  10. John99
    John99 3665 posts
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    Ibai said

    Please, can you give me a link to the original post? This is not a support forum. It's intended for contributors and it's better to aggregate of the knowledge in the support forum.

    Hi Ibai

    If anyone is at fault it is me and not the user GuigZ0110 that followed my instruction.

    I did give a link in a post (above) within this thread to the question asked in the sumo questions. As far as I can see the problem is not answered.

    If there is any KB article or other reference etc that answers this sort of question maybe you could provide a pointer to it, as a contributor I would find that useful; otherwise may I ask that it is appropriate for you to answer directly the question a user has asked.

    Perhaps there is other information that I am not aware of, if so please provide links,

    Thanks
    John

    It appears the problem was resolved, and you did post in the other thread, Thanks

    ''Ibai [[#post-42670|said]]'' <blockquote> Please, can you give me a link to the original post? This is not a support forum. It's intended for contributors and it's better to aggregate of the knowledge in the support forum. </blockquote> Hi Ibai If anyone is at fault it is me and '''not '''the user ''GuigZ0110'' that followed my instruction. I did give a [https://support.mozilla.com/questions/878038 link] in a post [https://support.mozilla.com/en-US/forums/contributors/707663/reply#post-42661 (above)] within this thread to the question asked in the sumo questions. As far as I can see the problem is not answered. If there is any KB article or other reference etc that answers this sort of question maybe you could provide a pointer to it, as a contributor I would find that useful; otherwise may I ask that it is appropriate for you to answer directly the question a user has asked. Perhaps there is other information that I am not aware of, if so please provide links, Thanks <br/> John ----- It appears the problem was resolved, and you did post in the other thread, Thanks

    Modified by John99 on

  11. Ibai
    Ibai 301 posts
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    Hi John,

    No worries, this is no ones fault ;)

    As you say, I answered to the question in the thread at the Support Forum. It's better to aggregate all the information there because that's searchable. So even if we discuss answers here it's better to use the Support Forum as canonical and instead of pointing here, keep the content there.

    If you need my attention in the future, don't hesitate to send me a private message or an email. I'm always available for you guys!

    Hi John, No worries, this is no ones fault ;) As you say, I answered to the question in the thread at the Support Forum. It's better to aggregate all the information there because that's searchable. So even if we discuss answers here it's better to use the Support Forum as canonical and instead of pointing here, keep the content there. If you need my attention in the future, don't hesitate to send me a private message or an email. I'm always available for you guys!
  12. John99
    John99 3665 posts
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    I think linking to this forum makes more sense than linking directly to a bug, that is likely to result in bug spam, whereas this forum is used by contributors discussing problems, and is easily searchable.

    (luckily it is a thread with little user interest - single vote only)

    P.S.
    Glad to know we can always pm or email, but most comments are probably better on an open forum where others can see and benefit from the discussion.

    I think linking to this forum makes more sense than linking directly to a bug, that is likely to result in bug spam, whereas this forum is used by contributors discussing problems, and is easily searchable. (luckily it is a thread with little user interest - single vote only) ---------- P.S. <br/> Glad to know we can always pm or email, but most comments are probably better on an open forum where others can see and benefit from the discussion.

    Modified by John99 on

  13. Ibai
    Ibai 301 posts
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    John99 said

    I think linking to this forum makes more sense than linking directly to a bug, that is likely to result in bug spam, whereas this forum is used by contributors discussing problems, and is easily searchable. (luckily it is a thread with little user interest - single vote only)

    P.S.
    Glad to know we can always pm or email, but most comments are probably better on an open forum where others can see and benefit from the discussion.

    Yeah! What I meant is that I check my email constantly, while I just check this forum once (sometimes twice) a day.

    ''John99 [[#post-42683|said]]'' <blockquote> I think linking to this forum makes more sense than linking directly to a bug, that is likely to result in bug spam, whereas this forum is used by contributors discussing problems, and is easily searchable. (luckily it is a thread with little user interest - single vote only) ---------- P.S. <br/> Glad to know we can always pm or email, but most comments are probably better on an open forum where others can see and benefit from the discussion. </blockquote> Yeah! What I meant is that I check my email constantly, while I just check this forum once (sometimes twice) a day.
  14. Kensie
    Kensie 666 posts
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    It would be a lot better if we used the KB as "canonical." There was some discussion about having article "stubs" for emerging issues before we can write a proper usable localizable article. I'd much rather see that.

    I also think that discussing emerging issues here makes more sense as everyone will see this thread, we're can't watch all the threads in the support forum.

    It would be a lot better if we used the KB as "canonical." There was some discussion about having article "stubs" for emerging issues before we can write a proper usable localizable article. I'd much rather see that. I also think that discussing emerging issues here makes more sense as everyone will see this thread, we're can't watch all the threads in the support forum.