Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Lolu chungechunge lwavalwa lwabekwa kunqolobane. Uyacelwa ubuze umbuzo omusha uma udinga usizo.

Firefox will not sync Windows Desktop and Android Device despite updated software and successful account creation. Why is it not syncing?

  • 14 uphendule
  • 2 zinale nkinga
  • 68 views
  • Igcine ukuphendulwa ngu Antonio

more options

The question says it all. Help appreciated.

All Replies (14)

more options

For Desktop, type about:sync-log in the URL bar and hit Enter.

Do you have any error reports? If so, review those reports to see what the problem is.

You can post those text error logs here - https://pastebin.mozilla.org/ - make sure you select a month for data retention and post the resulting hyperlink here so someone here can review the error log. Don't post the error log here, this forum software won't retain the formatting of those text logs and typically those logs are too large to post completely in this forum.

As far as Firefox for Android and Sync, probably best posted in that forum queue. https://support.mozilla.org/en-US/products/mobile

more options

Here is a link to the text error logs:

https://pastebin.mozilla.org/9089792

Thanks for the reply. Are you saying this question is posted in the wrong forum?

more options

Not necessarily the wrong forum, but for Firefox for Android there is a different queue for questions. I have no idea about Android and how or retrieve error logs for that version.

more options

Ok thanks again I'll redo this question in that forum.

more options

The-edmeister, no responses to the question on the other forum. Any chance you could you suggest another support site/option?

more options

Sorry that you haven't received a response yet, I just sent a PM to a person in the main office on the west coast. It's a couple of hours before that office opens.

more options

the-edmeister said

Sorry that you haven't received a response yet, I just sent a PM to a person in the main office on the west coast. It's a couple of hours before that office opens.

Above and beyond - thanks a lot I won't bug you again.

For anyone who encounters this thread if there's a resolution on this forum it'll be here:

https://support.mozilla.org/en-US/questions/1226015#answer-1134034

more options

HI, I will duplicate this here and in Desktop.

Please ignore everything in this support document and go to the very end where it is Bold and create a account at Bugzilla and then follow the 2nd bold part. Include your paste bin but suggest you make another and this time select save for a month, and not the default one day at the very bottom. A supervisor will get a hold of you.

Note : Firefox Support does not have access to Sync accounts.

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

more options

Hey there,

So we are going to need a little more information for a proper investigation:

  • What features are you syncing in the profile? (Passwords seems to be throwing an error in the desktop pastebin as a duplicate - you can Manage your logins from your preferences to see if there are any duplicate saved accounts) (it looks like bookmarks, passwords, tabs, addons, search and history from the log, )

(I am asking because it appears that there might be a difference in preferences selected between the two devices. Please note that the preferences are all devices or no devices. Meaning, if you select to sync bookmarks on one device both devices will sync)

  • I will need the last 5 recent log files.
  • Can you confirm what features are not syncing on which device (desktop has bookmarks, andoird does not etc) (thank you)

A few troubleshooting questions for know delays in syncing: Removing the account and logging in on each device still does not sync? Is the Android device syncing on wifi only? Do you have more than 5000 bookmarks? Do you have any password managers installed on either device? Do you have the master password enabled on the desktop?

Thank you for your continued troubleshooting, I am also asking for some help with your response from the #sync IRC channel.

more options

So a second look, and there is a bug being filed from the log it was found one of the passwords that 'already exists' is a bug.

MarkH will be doing some investigation. Please hold tight while we investigate further. Thank you.

more options

Can you please describe what you mean by Sync isn't working? That log shows that there was an issue syncing 1 password, but 3 other passwords were synced, as well as some bookmarks and formautofill entries. Is the issue that one of the passwords isn't syncing, or is there some other problem?

more options

Pkshadow said

Please ignore everything in this support document and go to the very end where it is Bold and create a account at Bugzilla and then follow the 2nd bold part. Include your paste bin but suggest you make another and this time select save for a month, and not the default one day at the very bottom.

I don't know what "support document" you mean - is there a link I'm missing?

more options

phillipoteri said

Pkshadow said
Please ignore everything in this support document and go to the very end where it is Bold and create a account at Bugzilla and then follow the 2nd bold part. Include your paste bin but suggest you make another and this time select save for a month, and not the default one day at the very bottom.

I don't know what "support document" you mean - is there a link I'm missing?

That's what you respond to when both guigs (Mozilla staff) and markhammond (one of the Sync developers) answered this thread 5 days ago?

more options

guigs said

Hey there, So we are going to need a little more information for a proper investigation:
  • What features are you syncing in the profile? (Passwords seems to be throwing an error in the desktop pastebin as a duplicate - you can Manage your logins from your preferences to see if there are any duplicate saved accounts) (it looks like bookmarks, passwords, tabs, addons, search and history from the log, )
(I am asking because it appears that there might be a difference in preferences selected between the two devices. Please note that the preferences are all devices or no devices. Meaning, if you select to sync bookmarks on one device both devices will sync)
  • I will need the last 5 recent log files.
  • Can you confirm what features are not syncing on which device (desktop has bookmarks, andoird does not etc) (thank you)
A few troubleshooting questions for know delays in syncing: Removing the account and logging in on each device still does not sync? Is the Android device syncing on wifi only? Do you have more than 5000 bookmarks? Do you have any password managers installed on either device? Do you have the master password enabled on the desktop? Thank you for your continued troubleshooting, I am also asking for some help with your response from the #sync IRC channel.