Unable to sync since 18. October because of connection timeout
I sync two devices, a linux and a windows PC. On both devices I have error logs piling up in about:sync-log since the about the 18. october. I also can not sync my bookmarks or anything else between my firefox installations.
The logs vary in content, but mostly it seems that sync is failing because the connection to sync-532-us-west-2.sync.services.mozilla.com timeouts. This may be related to an authentication failure, but I did not change anything about my firefox installations.
Here is one of the last logs contents:
1540391269151 Sync.LogManager DEBUG Flushing file log
1540391269154 FirefoxAccounts DEBUG FxAccountsProfileClient: Requested profile
1540391269154 FirefoxAccounts DEBUG getOAuthToken enter
1540391269158 FirefoxAccounts TRACE getCachedToken returning cached token
1540391269158 FirefoxAccounts DEBUG getOAuthToken returning a cached token
1540391269159 Services.Common.RESTRequest DEBUG GET request to https://profile.accounts.firefox.com/v1/profile
1540391269159 Services.Common.RESTRequest TRACE HTTP Header authorization: ***** (suppressed)
1540391269159 Services.Common.RESTRequest TRACE HTTP Header accept: application/json
1540391269159 Services.Common.RESTRequest TRACE HTTP Header if-none-match: "f62a09c0b51f5a50adb3cad679bbf2af70104dc8-gzip"
1540391269179 Sync.LogManager DEBUG Log cleanup threshold time: 1539527269178
1540391269293 Sync.LogManager DEBUG Done deleting files.
1540391269804 Services.Common.RESTRequest TRACE onStartRequest: GET https://profile.accounts.firefox.com/v1/profile
1540391269804 Services.Common.RESTRequest TRACE Channel for GET https://profile.accounts.firefox.com/v1/profile returned status code 0
1540391269804 Services.Common.RESTRequest DEBUG GET https://profile.accounts.firefox.com/v1/profile 304
1540391269804 Services.Common.RESTRequest TRACE GET body:
1540391536198 Sync.Service DEBUG User-Agent: Firefox/62.0.3 (Linux x86_64) FxSync/1.64.0.20181002205202.desktop
1540391536198 Sync.Service INFO Starting sync at 2018-10-24 16:32:16 in browser session UBvGdkQabThB
1540391536199 Sync.Service DEBUG In sync: should login.
1540391536200 Sync.Service INFO User logged in successfully - verifying login.
1540391536203 Sync.BrowserIDManager DEBUG unlockAndVerifyAuthState already has (or can fetch) sync keys
1540391536203 Sync.Status DEBUG Status.login: error.login.reason.network => success.status_ok
1540391536203 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed
1540391536203 Sync.Service DEBUG Fetching unlocked auth state returned success.status_ok
1540391626248 Sync.Resource WARN GET request to https://sync-532-us-west-2.sync.services.mozilla.com/1.5/80503393/info/collections failed: [Exception... "The connection has timed out" nsresult: "0x804b000e (NS_ERROR_NET_TIMEOUT)" location: "<unknown>" data: no] No traceback available
1540391626249 Sync.Service DEBUG verifyLogin failed: [Exception... "The connection has timed out" nsresult: "0x804b000e (NS_ERROR_NET_TIMEOUT)" location: "<unknown>" data: no] No traceback available
1540391626249 Sync.Status DEBUG Status.login: success.status_ok => error.login.reason.network
1540391626249 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed
1540391626250 Sync.Status DEBUG Status.login: error.login.reason.network => error.login.reason.network
1540391626250 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed
1540391626250 Sync.ErrorHandler ERROR Sync encountered a login error
1540391626251 Sync.SyncScheduler DEBUG Clearing sync triggers and the global score.
1540391626252 Sync.SyncScheduler DEBUG Next sync in 3600000 ms. (why=schedule)
1540391626258 Sync.Service DEBUG Exception calling WrappedLock: Error: Login failed: error.login.reason.network (resource://services-sync/service.js:868:15) JS Stack trace: onNotify@service.js:868:15
1540391626260 Sync.Service DEBUG Not syncing: login returned false.
All Replies (5)
Just tried syncing with a new profile, and it tries really hard for a while, and then it fails with the same error:
1540393504551 Sync.Resource WARN GET request to https://sync-532-us-west-2.sync.services.mozilla.com/1.5/80503393/info/collections failed: [Exception... "The connection has timed out" nsresult: "0x804b000e (NS_ERROR_NET_TIMEOUT)" location: "<unknown>" data: no] No traceback available
1540393504551 Sync.Service DEBUG verifyLogin failed: [Exception... "The connection has timed out" nsresult: "0x804b000e (NS_ERROR_NET_TIMEOUT)" location: "<unknown>" data: no] No traceback available
When I look at https://accounts.firefox.com/settings/clients it shows my devices as connected to Sync. And it registers all my sync attempts, but my devices won't sync.
Okulungisiwe ngu Andreas Raster
Also just trying manually to connect to https://sync-532-us-west-2.sync.services.mozilla.com with wget fails. I can connect to https://sync-531-us-west-2.sync.services.mozilla.com though.
Hi rocketlasor:
Since you know how to use wget, I'm going to assume you are technical; if not my apologies, let me know and I can add more explanations :-)
Please try the following if you haven't already:
- Please check your DNS, sometimes ISP's DNS can mess things up; you should give Google's DNS a try.
- Please check your firewall, wifi router, etc
- Please disable all-add ons and any anti-virus and if that doesn't work please try Firefox safe mode.
- We've heard reports about certain folks having problems in certain countries. If you don't mind could you please share which country you are in?
Cheers!
....Roland
Hi Roland,
I am in northern Germany. I did also file a bug report in bugzilla here: https://bugzilla.mozilla.org/show_bug.cgi?id=1502251
I just quickly checked your suggestions, and although I believe none of these really solve my problem, I do indeed get a different IP address when looking up the name through the google DNS server. So that might be a possible cause for my problem.
I can't connect to the IP supplied by Google's DNS either though, so while that might point in the right direction, it still does not solve the problem.
Hi rocketlazon,
Looking at your logs it does not look like it is an authentication issue, because your device successfully hands off a token to the federation service host.
It appears the issue lies with the server that your devices are attempting to sync with.
As a temporary workaround should you choose to use it. You can tell each device to point to a specific sync server by doing the following:
1. Navigate to about:config
2. Change the value of identity.sync.tokenserver.uri: to what server you would like to sync with.
Full Disclosure, Mozilla recommends that you do not make changes to about:config so use at your own risk.
The alternative being you can wait for the server to be repaired as you have already reported the issue om bugzilla.
Okulungisiwe ngu Toast3r