How to file a good Sync bug

June 13, 2011

We always appreciate it when users let us know about problems they’re experiencing with Sync because it means we can improve it! Here are some guidelines on how to file a good Sync bug:

  1. Get the Sync log on the machine you’re having problems (these steps assume you’re running the latest version of Firefox; if you’re not, please upgrade):
    1. Go to about:sync-log in Firefox.
    2. Find the last log file entry in the list and click on it. It should be called something like 1307991874508.log or error-1307991874508.log.
    3. Save it to a file on disk so you can upload to the bug later.
    4. If the list in step 2 is empty or only contains outdated logs (you can tell by the dates), go to about:config, find the services.sync.log.appender.file.logOnSuccess preference, set it to true, and sync again. Then repeat these steps.
  2. File a bug
    1. Even if you’ve found an existing bug that may look like the one you’re experiencing, do not add your comments to it. Please always file a new bug, we will dupe it appropriately once we’ve determined the root issue. If you want, you can clone the existing bug or make a cross-reference to it in the summary.
    2. Attach the log file you saved earlier to the bug by uploading an attachment. Do not copy & paste the text into the comment field, it won’t hould enough text!

We’re hoping to automate much of this in upcoming versions of Firefox, so that a Sync problem can automatically be reported to us, or at least with just a few clicks.

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11 Responses to “How to file a good Sync bug”

  1. Tchung Says:

    It would be even more helpful If u posted an example of a past bug that shows good writing steps

    • philikon Says:

      Sadly most of them aren’t good examples because we never really communicated these steps before. But if I come across a good one I’ll definitely link to it.

  2. Elliott Says:

    What would I do if “Firefox can’t find the file at about:sync-log”?

    • philikon Says:

      Then you haven’t enabled logging and restarted!

      • philikon Says:

        (FYI, logging doesn’t need to be enabled anymore in Firefox 7+ which was recently released, so I removed the relevant sections from the blog post.)

  3. Gen Kanai Says:

    How about for Firefox 5 users?

  4. Gen Kanai Says:

    Ah sorry! Thanks.

    • Tom Friedman Says:

      OK. Here’s my sync error. It happens every time I start Firefox”

      1357426687676 Sync.Service INFO Loading Weave 1.19.0
      1357426687683 Sync.Engine.Bookmarks DEBUG Engine initialized
      1357426687683 Sync.Engine.Forms DEBUG Engine initialized
      1357426687684 Sync.Engine.History DEBUG Engine initialized
      1357426687685 Sync.Engine.Passwords DEBUG Engine initialized
      1357426687685 Sync.Engine.Prefs DEBUG Engine initialized
      1357426687686 Sync.Engine.Tabs DEBUG Engine initialized
      1357426687686 Sync.Engine.Tabs DEBUG Resetting tabs last sync time
      1357426687687 Sync.Engine.Addons DEBUG Engine initialized
      1357426687687 Sync.Service INFO Mozilla/5.0 (Windows NT 6.2; WOW64; rv:17.0) Gecko/20100101 Firefox/17.0
      1357426687688 Sync.SyncScheduler DEBUG Clearing sync triggers and the global score.
      1357426687689 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok
      1357426687689 Sync.Service DEBUG Caching URLs under storage user base: https://phx-sync473.services.mozilla.com/1.1/pvag2ttmjseyrh3652zycqwev7ot66rw/
      1357426687689 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok
      1357426687689 Sync.AddonsReconciler INFO Registering as Add-on Manager listener.
      1357426687689 Sync.AddonsReconciler DEBUG Adding change listener.
      1357426687706 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok
      1357426687706 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok
      1357426691707 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok
      1357426691707 Sync.Service DEBUG User-Agent: Firefox/17.0.1 FxSync/1.19.0.20121128204232.
      1357426691707 Sync.Service INFO Starting sync at 2013-01-05 17:58:11
      1357426691707 Sync.Service DEBUG In sync: should login.
      1357426691707 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok
      1357426691708 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok
      1357426691708 Sync.Service INFO Logging in user pvag2ttmjseyrh3652zycqwev7ot66rw
      1357426691708 Sync.Service DEBUG Caching URLs under storage user base: https://phx-sync473.services.mozilla.com/1.1/pvag2ttmjseyrh3652zycqwev7ot66rw/
      1357426692377 Sync.Resource DEBUG mesg: GET fail 401 https://phx-sync473.services.mozilla.com/1.1/pvag2ttmjseyrh3652zycqwev7ot66rw/info/collections
      1357426692378 Sync.Resource DEBUG GET fail 401 https://phx-sync473.services.mozilla.com/1.1/pvag2ttmjseyrh3652zycqwev7ot66rw/info/collections
      1357426692378 Sync.Service WARN 401: login failed.
      1357426692378 Sync.Service DEBUG Finding cluster for user pvag2ttmjseyrh3652zycqwev7ot66rw
      1357426692655 Sync.Resource DEBUG mesg: GET success 200 https://auth.services.mozilla.com/user/1.0/pvag2ttmjseyrh3652zycqwev7ot66rw/node/weave
      1357426692655 Sync.Resource DEBUG GET success 200 https://auth.services.mozilla.com/user/1.0/pvag2ttmjseyrh3652zycqwev7ot66rw/node/weave
      1357426692656 Sync.Service DEBUG Cluster value = https://phx-sync473.services.mozilla.com/
      1357426692656 Sync.Status DEBUG Status.login: success.login => error.login.reason.account
      1357426692656 Sync.Status DEBUG Status.service: success.status_ok => error.login.failed
      1357426692656 Sync.SyncScheduler DEBUG Clearing sync triggers and the global score.


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