This site will have limited functionality while we undergo maintenance to improve your experience. If an article doesn't solve your issue and you want to ask a question, we have our support community waiting to help you at @FirefoxSupport on Twitter and/r/firefox on Reddit.

Avatar for Username

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

Hierdie gesprek is in die argief. Vra asseblief 'n nuwe vraag as jy hulp nodig het.

Firefox Sync can't connect behind Zscaler proxy

  • 2 antwoorde
  • 2 hierdie probleem
  • 2 views
  • Laaste antwoord deur guigs

vallovic
vallovic
more options

Last week the enterprise I work in changed their proxy to a Zscaler one. With the previous proxy I could use Firefox Sync without any trouble but since that it seems I can't use Sync anymore.

The error that shows says "Sync encountered an error while syncing: Incorrect account name or password. Sync will automatically retry this action" but I'm 100% sure that both account name and password are right because I haven't changed them and they work in my computer at home.

In my Firefox Preferences > Advanced > Network > Connection > Settings I'm using "Use system proxy settings" as I always did (tried with our PAC file in "Automatic proxy configuration URL" but haven't had any luck too), have all the Zscaler certificates installed and can browser to any allowed site.


The result of the last about:sync-log file is the following: https://pastebin.mozilla.org/8831301


Anyone can help me?

Last week the enterprise I work in changed their proxy to a Zscaler one. With the previous proxy I could use Firefox Sync without any trouble but since that it seems I can't use Sync anymore. The error that shows says "Sync encountered an error while syncing: Incorrect account name or password. Sync will automatically retry this action" but I'm 100% sure that both account name and password are right because I haven't changed them and they work in my computer at home. In my Firefox Preferences > Advanced > Network > Connection > Settings I'm using "Use system proxy settings" as I always did (tried with our PAC file in "Automatic proxy configuration URL" but haven't had any luck too), have all the Zscaler certificates installed and can browser to any allowed site. The result of the last about:sync-log file is the following: https://pastebin.mozilla.org/8831301 Anyone can help me?

Gewysig op deur vallovic

All Replies (2)

guigs
guigs
more options

The logs provided might not be enough to determine what is happening on the proxy side. It was mentioned that the proxy might be refusing to send an auth header or something, but that's largely invisible to Firefox sync servers. It seems you already got the message to cordinate with rfkelly to find the request in logs to make sure.

Comparing this to your timestamp in the proxy on your network may reveal. Go to the #sync channel or we can file a bug at bugzilla.mozilla.org and needsinfo rfkelly with this troubleshooting information for more details. Please respond with any questions about this, we are happy to assist.

Gewysig op deur guigs

guigs
guigs
more options

Sorry about the fast reply, I have revised and updated for better instructions :-)