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If you've run into a problem getting Firefox Sync to work correctly, this article will walk you though the most common solutions.

[[Template:cloudstatus]] If you've run into a problem with Firefox Sync, this article will walk you through the most common solutions. __TOC__ {for not fx29}[[Template:updatesync]]{/for} =I set up Firefox Sync but nothing is syncing= Your devices need to be on the new version of Sync in order for them to share information with each other. If any of your devices are still on the old Sync, you must unlink them before setting them up with the new Sync. Please see [[How to update to the new Firefox Sync]] for step-by-step instructions. ==How do I know if I'm using the old or new version of Firefox Sync?== *'''New Firefox Sync''' requires only an email address and password to get started. No device codes or recovery keys are needed. *'''Old Firefox Sync''' required device codes instead of an email sign-in. =I've lost my Sync account information= If you're unable to connect to Firefox Sync because you've lost Sync account information, see [[I've lost my Firefox Sync account information]]. =I'm unable to sync my passwords in Firefox for Android= Passwords will stop syncing in Firefox for Android once the master password has been set. See [[Use Master Password to protect passwords in Firefox for Android]] for more info. {for not fx29} =Firefox Sync resets every time I close Firefox= This happens when you have Firefox set to delete passwords when it's closed. If you've selected '''Use custom settings for history''' in the [[Options window - Privacy panel|Privacy panel]], you'll need to follow these steps: #[[T:optionspreferences]] #Select the {menu Privacy} panel. #Ensure that '''Clear history when Firefox closes''' is unchecked. #If you want or need to keep this setting checked, click the {button Settings...} button next to it and then uncheck '''Saved passwords''' in the Data section. #[[T:closeoptionspreferences]] = How do I fix Sync problems that display an error message? = If Sync displays an error message, it is possible the Sync Service is not operating as expected. '''Before attempting any of the procedures below''', you should verify the Sync Service isn't experiencing failures by checking on the status of the service at https://status.services.mozilla.com/. == How do I resolve an incorrect name or password error?== If the "''Sync encountered an error while connecting: Incorrect name or password. Please try again.''" error appears in the bottom error bar, complete the following steps: # Click {button Preferences...} in the error bar. The Sync panel will display. # Click '''Update'''. The Update Password window will open. # Enter your new password in the window. # Click {button Update Password} to close the window and connect to Sync. == How do I resolve a wrong Recovery Key error?== If the "''Sync encountered an error while connecting: Wrong Recovery Key. Sync will automatically retry this action.''" error message appears in the bottom error bar, complete the following steps: # Click {button Preferences...} in the error bar. The Sync panel will display. # Click '''Update'''. The Update Recovery Key window will open. # Get a copy of your Recovery Key from the device where you generated the new Recovery Key: #*Go to the {for mac,linux}Preferences{/for}{for win}Options{/for} menu on your other device. From the '''Sync''' tab, click {button Manage Account} and select '''My Recovery Key'''. Write this key down. # Enter the Recovery Key from your other device in the ''Update Recovery Key'' window. # Click {button Update Recovery Key} to close the window and connect to Sync. = How do I solve Sync problems without an error message? = The following problems do not display an error message: *Your Sync client isn't compatible with the data you have on the Sync server. *The Sync servers are having issues to handle your data. *The Sync servers are under a heavy load - in this case, the error will stop when the server load returns to normal. Try these steps in order until the issue is fixed: == Update Sync on all your devices == To improve the Sync service, the Sync data format may be changed when the latest Firefox version is released. This means that any of your other devices which have not been updated will need to be updated in order to keep syncing. See [[Updating Firefox|Update Firefox]] for more information. {note}'''Note:''' After updating, you may need [[How do I set up Firefox Sync?#w_part-3-connect-your-other-device-to-your-sync-account | to reconnect your device]].{/note} == Clear your Sync data == In some cases where you are getting regular errors and restarting Firefox or waiting doesn’t solve the issue, you can try to reset your Sync data. In order to do so, log in to [https://account.services.mozilla.com/] and click ''Clear your Sync data''. We generally recommend not taking this approach unless evidence suggests that it will help: there are a number of issues (such as bookmark database corruption) that will not be improved by this step. {/for} {for fx29} =Firefox Sync resets every time I close Firefox= This happens when you have Firefox set to delete passwords when it's closed. If you've selected '''Use custom settings for history''' in the [[Options window - Privacy panel|Privacy panel]], you'll need to follow these steps: #[[T:optionspreferences]] #Select the {menu Privacy} panel. #In the ''Firefox will:'' menu, select {menu Use custom settings for history} and ensure that '''Clear history when Firefox closes''' is unchecked. #If you want or need to keep this setting checked, click the {button Settings...} button next to it and then uncheck '''Saved passwords''' in the Data section. #[[T:closeoptionspreferences]] = How do I resolve an incorrect name or password error?= If you change your Sync password, you might see this error message on your other devices "''Sync encountered an error while connecting: Incorrect name or password.''" error appears in the bottom error bar. You can update your password on your device by completing the following steps: #[[T:optionspreferences]] #Select the {menu Sync} panel. # Click {button Sign in} and enter your password in the sign in page. # Click {button Sign in} to sign back in to Sync. = Other devices disconnect when I update Firefox = To improve the Sync service, the Sync data format may be changed when the latest Firefox version is released. This means that any of your other devices which have not been updated will need to be updated in order to keep syncing. See [[Updating Firefox|Update Firefox]] for more information. {note}'''Note:''' After updating, you may need [[How do I set up Firefox Sync?#w_part-2-connect-additional-devices-to-firefox-sync | to reconnect your device]].{/note} {/for}