Synchronised bookmarks lost

A colleague of mine had Firefox logged in with a Mozilla account, before their computer needed to be reset, we checked and Firefox said Synchronisation was on and last succeeded 1 second ago. We proceeded to undertake the reset, but after logging back into the same Mozilla account, none of the bookmarks returned, nor did any saved addresses, passwords or browser history. I was wondering if there is absolutely anything that we can do, or whether someone at Mozilla are able to check the account just in case? I'm fearing the worst, and partially expecting it, but wanted to log here for sanity's sake, just in case. Many thanks Ben