CloudServices/Sync/File a desktop bug: Difference between revisions

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(Initial version shamelessly stolen from philicon!)
 
(Add section: Get detailed Sync logs)
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# Save it to a file on disk so you can upload to the bug later.
# Save it to a file on disk so you can upload to the bug later.
# If the list in step 2 is empty or only contains outdated logs (you can tell by the dates), go to about:config, find the '''services.sync.log.appender.file.logOnSuccess''' preference, set it to true, and sync again.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 (although the filename will now be called something like '''success-sync-1307991874508.log'''
# If the list in step 2 is empty or only contains outdated logs (you can tell by the dates), go to about:config, find the '''services.sync.log.appender.file.logOnSuccess''' preference, set it to true, and sync again.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 (although the filename will now be called something like '''success-sync-1307991874508.log'''
=== Get detailed Sync logs ===
Occasionally you may be asked to provide detailed logs (aka "Trace logs"). '''Note that these logs may include personal information''', such as the URLs of tabs you have open or that you have bookmarked. If this level of detail concerns you, please ask in the bug that it be changed to "Mozilla Confidential" before you upload the logs - this will ensure that only Mozilla employees have access to this data.
The easiest way to get these logs is via the [https://addons.mozilla.org/en-US/firefox/addon/about-sync/ about-sync addon]. You should:
* Install the above addon.
* Enter <code>about:sync</code> into your address bar.
* At the top of the about:sync page, change the <code>Level of messages written by Sync engines</code>setting to <code>Trace</code> and <code>Level of messages written to about:sync-logs log files</code> to <code>Trace</code>.
* Just below those settings, check the option <code>Create log files even on success?</code>
* Reproduce your issue (eg, force a new Sync)
* Grab the log files - near the top of the <code>about:sync</code> page, use either the <code>download a combined summary</code> (preferred) or <code>download them as a zip file</code> links, which will download a file to your Downloads directory.
* Attach this file to a bug.


=== File a bug ===
=== File a bug ===

Revision as of 01:29, 29 January 2018

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:

Get the Sync log on the machine you’re having problems

  1. In the Firefox address bar, type about:sync-log and press Enter. A list of Sync logs should appear.
  2. Find the last log file entry in the list and click on it. It should be called something like error-sync-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 (although the filename will now be called something like success-sync-1307991874508.log

Get detailed Sync logs

Occasionally you may be asked to provide detailed logs (aka "Trace logs"). Note that these logs may include personal information, such as the URLs of tabs you have open or that you have bookmarked. If this level of detail concerns you, please ask in the bug that it be changed to "Mozilla Confidential" before you upload the logs - this will ensure that only Mozilla employees have access to this data.

The easiest way to get these logs is via the about-sync addon. You should:

  • Install the above addon.
  • Enter about:sync into your address bar.
  • At the top of the about:sync page, change the Level of messages written by Sync enginessetting to Trace and Level of messages written to about:sync-logs log files to Trace.
  • Just below those settings, check the option Create log files even on success?
  • Reproduce your issue (eg, force a new Sync)
  • Grab the log files - near the top of the about:sync page, use either the download a combined summary (preferred) or download them as a zip file links, which will download a file to your Downloads directory.
  • Attach this file to a bug.

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(s) you saved earlier to the bug by uploading an attachment. Do not copy & paste the text into the comment field, it won’t hold 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. In the meantime, the about-sync addon offers a facility for creating a .zip file with all your Sync logs which might be helpful.

This page was unashamedly stolen from https://philikon.wordpress.com/2011/06/13/how-to-file-a-good-sync-bug/ - thanks to Philikon for his earlier work on Sync itself and for the initial version of this text.

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