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

This thread was archived. Please ask a new question if you need help.

After being asked to login to firefox sync again I've lost all synced passwords on PC but not Android

  • 3 replies
  • 3 have this problem
  • 5 views
  • Last reply by cor-el

millwall
millwall
more options

Hi,

I was asked to log back in to my sync account on my laptop, but when I did I seemed to lose all my synced passwords. They are however still all saved on my android version of firefox logged in to the same account?

Can anyone help?

Hi, I was asked to log back in to my sync account on my laptop, but when I did I seemed to lose all my synced passwords. They are however still all saved on my android version of firefox logged in to the same account? Can anyone help?

All Replies (3)

guigs
guigs
more options

Hi there,

There are two scenarios that could be happening here, I will need to ask for more information in order to determine the next steps. I am most interested in finding what might be happening with sync and passwords on the desktop computer.

  1. Please first take a screenshot of the page https://accounts.firefox.com/ and of this page [about:preferences#sync] from the desktop computer
  2. Please verify that in the android device that the account is signed in from this page: Settings > Sync "signed in as" and also check the accounts from your android device settings that they both display (Are they syncing?)

If the desktop is not signed in, please first try to sync the account to another desktop or a new desktop profile(if you do not have another desktop device) Profile Manager - Create, remove or switch Firefox profiles then add the sync account to the new profile, do the passwords appear?

No? please then collect the logs from the Firefox profile where the passwords do not appear.

guigs
guigs
more options

How do I turn on sync logs:

  1. Open about:config and turn on: services.sync.log.appender.file.logOnSuccess and services.sync.log.logger.engine.bookmarks
  2. Restart Firefox and look at: about:sync-log
  3. Logs and error messages will be located here

Please also use pastebin.mozilla.org for sharring any errors that relate to this issue.

Thank you.

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
more options

Note that once you have finished troubleshooting best is to reset services.sync.log.appender.file.logOnSuccess to false to avoid getting a lot of sync logs (Firefox normally only creates a log when an error occurs).

You can check in Windows Explorer if there is a previous version of the logins.json and key3.db files available.

You can use the button on the "Help -> Troubleshooting Information" (about:support) page to go to the current Firefox profile folder or use the about:profiles page.