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Why does Sync fail to work on a new profile and new installation?

  • 10 回覆
  • 1 有這個問題
  • 60 次檢視
  • 最近回覆由 cor-el

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I have reset Windows 10 on my laptop and reinstalled the apps from scratch. Firefox works but the Sync feature doesn't work. The Sync will connect to my account but will not actually complete a synchronisation cycle. I have tried with a new profile but it's the same problem. I have tried uninstalling and reinstalling Firefox but it's the same problem. I could send a sync error log but don't know how to attach it to this question. The first ERROR entry in the log is this:


1522874356876 Sync.BrowserIDManager ERROR Non-authentication error in _fetchTokenForUser: TokenServerClientNetworkError({"error":{}}) (resource://services-common/tokenserverclient.js:38:36) JS Stack trace: TokenServerClientNetworkError@tokenserverclient.js:62:16 < onResponse@tokenserverclient.js:269:12 < onStopRequest@rest.js:485:7


I would really like help with this, please.

被選擇的解決方法

Thank you all for your assistance, it was the antivirus after all. Complete removal of Bitdefender has resolved the issue.

However... why has this happened on this paritcular installation, when I have other PCs (and the affected PC before Windows reset) which have Bitdefender and Firefox working happily together?

Thanks, Daniel

從原來的回覆中察看解決方案 👍 0

所有回覆 (10)

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Hi, when you Reset Windows and as the copy/paste suggests it is now missing a Token. This communicated with Sync login. You may have to get a new email address (maybe Yahoo or something) to address the issue and will need to Contact Bugzilla from the last URL in this list as they have access to this information while Support does not. So Support has no control over anything other than provide you with the information so that you can succeed in your quest. This is all I have on Sync :

There is contact info in this and yes you do have to create a account and wait : https://support.mozilla.org/en-US/kb/forum-response-firefox-sync-verification-email-faq

Please let us know if this solved your issue or if need further assistance.

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Hi, thank you for your response. What should I say when I contact Bugzilla? I don't know anything about Tokens and I don't know what information Bugzilla has which Support does not have. I did try setting up a new Sync/Firefox account with a different email address, but exactly the same error occurred. I really don't understand why a Windows Reset has broken my Firefox. This is a killer; if I can't share my work across different PCs then I need to find a new browser?! Thank you for your help.

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Hi, just explain the issue as you told it already to us. Maybe include your email or ask if they need it prob would be best. We do not have much to do with it here than give info.

Expect may have to have a new email address but am not sure if hang I will forward this to a Supervisor that maybe can get you started.

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Hi, Pkshadow and Daniel thank you for addressing this issue.

When you uninstalled and reinstalled - did you login from accounts.firefox.com? When you restored windows, did it restore the Firefox profile folder that was there before? Or is this a new profile trying to connect an older sync account?

^That second question matters because Firefox sync is not a reliable back up. I would imagine you could submit the logs in your bug request with this tool: https://pastebin.mozilla.org/

Copying the entire contents of the last 5 sync logs are probably all they need. In the bug cc bork: and rkelly - or please feel free to post the bug link to this thread and I can add the people to look at it.

Thank you for your troubleshooting teamwork, I look forward to hearing from you so we can try to see if we can find out what is expected behavior after a Windows restore.

由 guigs 於 修改

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Thank you Pkshadow and guigs for assisting me.

  • Re: "When you uninstalled and reinstalled - did you login from accounts.firefox.com?" - I used the built-in Sync setup in Firefox to login, and not the website.
  • Re: "When you restored windows, did it restore the Firefox profile folder that was there before?" - No, I did a Windows 10 reset with the option to delete all files. I started from scratch with all apps, documents and settings. (This is why I'm so confused about the error.)
  • Re: "Or is this a new profile trying to connect an older sync account?" - Yes, it is. I am trying to link the new installation of Firefox/Windows with my existing Firefox Sync data. However I have also tried setting up a new Firefox Sync account with a different email addresss; the account was successfully set up but it experienced the same Sync failure.

I have registered this with bugzilla and would be grateful for you to connect this report with the people who may be able to help: https://bugzilla.mozilla.org/show_bug.cgi?id=1451706

Please note, I am on British time, hence delay in replying to yesterday's messages.

Thanks again, Daniel.

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Hi, have forwarded the info for review. Please wait for follow up. Thanks.

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What security software do you have?

Boot the computer in Windows Safe mode with network support to see if that has effect in case security software is causing problems.

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I updated the bug, but this is caused by Firefox seeing a security error (specifically, a "key pinning" error). I suspect this is caused by your anti-virus software.

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選擇的解決方法

Thank you all for your assistance, it was the antivirus after all. Complete removal of Bitdefender has resolved the issue.

However... why has this happened on this paritcular installation, when I have other PCs (and the affected PC before Windows reset) which have Bitdefender and Firefox working happily together?

Thanks, Daniel

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