Hi

Thank you for your question. I need to check a few things with Mozilla staff first, but hope I can come back to you soon with information and guidance that might be able to help.

As of now, I have also tried signing in to Firefox on both my iOS device and another local computer, yet I still cannot retrieve my original keychain or any other historical data—only today’s data is syncing.

Hi Thank you for your question. I need to check a few things with Mozilla staff first, but hope I can come back to you soon with information and guidance that might be able to help.

Thank you for your reply. Because I’m located in China, the recent news that the local Firefox service might be shut down has left me deeply worried about the safety of my data. I’ve been a Firefox user for five years and have accumulated a large number of bookmarks and stored passwords. I rely heavily on the Firefox ecosystem. After reinstalling my operating system and signing in with the same account, none of these items synced, which is extremely frustrating. Please let me know as soon as possible how to resolve this issue.

I am sorry to hear this. I am still waiting to hear back from Mozilla staff, but will advise when I have some information I can share.

I am sorry to hear this. I am still waiting to hear back from Mozilla staff, but will advise when I have some information I can share.

May I ask if there is a concrete solution? Several working days have passed since I raised my question, yet I have still not received any effective response or resolution. Am I to interpret this as discrimination and inaction on the part of Firefox toward the needs of users in China? I sincerely hope to receive a truly actionable reply.

If possible, I’d like to obtain direct contact information—such as an email address or an online communication channel—for Firefox administrators or an official channel. I’m not sure how to go about getting it.

I will follow up with Mozilla staff and update you very soon.

I will follow up with Mozilla staff and update you very soon.

May I ask how the progress is going? How can I get a reply from Mozilla staff?

I have been working with staff on this in the last 24 hours and hope to be able to respond with a solution for you hopefully by the end of this week.

I have been working with staff on this in the last 24 hours and hope to be able to respond with a solution for you hopefully by the end of this week.

Could you please confirm whether my questions and needs have been addressed? The week is already over, and I’m anxious to know the answer.

Hi

Thank you for your question about the Firefox Sync service.

It appears from your question, that you are using Firefox Sync as a back up service. This is not what Sync is designed to do. The Firefox Sync service takes a copy of the data you wish to include and transfers it to a second device (typically a mobile device such as a tablet or a telephone) running a copy of Firefox. The storage in between all attached devices is both temporary and fragile and is not stable enough to be (and is not designed as) a reliable backup service.

If you have a copy of your Firefox profile for desktop Firefox, you may be able to recover your bookmarks and other data. Please have a read of this article.

If you have a copy of your data on a mobile version of Firefox, please follow these instructions to connect it to Firefox Sync to copy your data.

So, my bookmark files are stored locally, right? If I reinstall my operating system without backing up my Firefox profile, then reinstall Firefox on the new system and sign in with the same Firefox Account, I won’t be able to recover my previous bookmarks and passwords. Why, then, aren’t my old-system desktop Firefox and my new-system desktop Firefox regarded as two separate “devices”? In other words, why doesn’t the new installation simply pull my entire profile down from the cloud the way it would if I were setting up a new phone or tablet?

Hi Thank you for your question about the Firefox Sync service. It appears from your question, that you are using Firefox Sync as a back up service. This is not what Sync is designed to do. The Firefox Sync service takes a copy of the data you wish to include and transfers it to a second device (typically a mobile device such as a tablet or a telephone) running a copy of Firefox. The storage in between all attached devices is both temporary and fragile and is not stable enough to be (and is not designed as) a reliable backup service. If you have a copy of your Firefox profile for desktop Firefox, you may be able to recover your bookmarks and other data. Please have a read of this article. If you have a copy of your data on a mobile version of Firefox, please follow these instructions to connect it to Firefox Sync to copy your data.