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Reset sync now unable to login

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New User

Reset sync now unable to login

Steps taken: Setup sync and added a new pc all worked fine, serious issues and errors on new pc so reset data then format and now I am unable to log into sync. Error message: We are unable to log you in.

Original machine gives the error, and offers an add device code, new machine gives me a code to add a device, or asking for login with a recovery code, then tells me Incorrect Name or Password.

Both acting as servers to add new divices and unable to log in to do anything.

I am far from a newbie but I am baffled. Help please!

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15 REPLIES
New User

Re: Reset sync now unable to login

Now on the new pc I get a sync error but when I try to update password it tells me it's wrong ??

I get the option to unlink the device, but is that wise?

This is not the data I want saved.

Site Moderator

Re: Reset sync now unable to login

Do you have a backup of the Sync (recovery) key?

You can inspect the "Sync Key" on the computer where you installed Sync via "Tools > Options > Sync"

  • Click the "Manage Account" button to display more options
  • Click on the "My Sync Key" link to backup the current sync key

You can find the sync password and the sync key in the password manager on the (desktop) computer where you originally created that sync account (email).

Look for:

  • chrome://weave (Mozilla Services Password)
  • chrome://weave (Mozilla Services Encryption Passphrase)
New User

Re: Reset sync now unable to login

I have the Sync key, but on the original desktop there is no " Manager".

There is only the "Set Up Firefox Sync" and "Pair a Device" link in the Options > Sync Tab.

I did a reset so that should have deleted that Sync file and just left me with a bare account, but I am unable to access it.

https://account.services.mozilla.com/ give me the "We are unable to log you in" error...?

Site Moderator

Re: Reset sync now unable to login

You can enter the account name (email address) and password and the Sync key.

  • Open "Tools > Options > Sync" or "Firefox > Set Up Sync"
  • Click "Set Up Firefox Sync" to go to "Firefox Sync Setup"
  • Click "I already have a Firefox Sync account" : Connect
  • Click "I don't have the device with me" at the bottom to enter the account settings
  • Click the "Sync Options" button at the bottom to select what to sync
New User

Re: Reset sync now unable to login

Completed as directed.

Sign in with the recovery key : "Incorrect account name or password" x 3 with same result every time. :(

This is very frustrating. I did not delete the account, just reset the data.

Site Moderator

Re: Reset sync now unable to login

If you reset the data then a new sync key is generated and an old sync key won't work anymore.
If you reset the sync key then all data stored on the sync server is removed.

New User

Re: Reset sync now unable to login

That does not explain why I can't log into the account. Without being able to do that I cannot add the new sync data.

Site Moderator

Re: Reset sync now unable to login

Try to generate a new sync key: I have lost my other device

New User

Re: Reset sync now unable to login

Incorrect account name or password :(

I get the same thing here: https://account.services.mozilla.com/

How do I get the server to acknowledge the account and let me log in?

It won't let me create a new account with the same email address and I don't use an alternative.