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Firefox Sync can't connect behind Zscaler proxy

  • 2 replies
  • 2 have this problem
  • 20 views
  • Last reply by guigs

vallovic
vallovic
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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?

Modified by vallovic

All Replies (2)

guigs
guigs
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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.

Modified by guigs

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