CloudServices/Sync/Canned bug responses

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Some canned responses the Sync team may use when replying to new bug reports.

Often it will be necessary to tweak the comments.

Closing bugs when there's been no needinfo response

Thanks again for reporting this issue, but we are unable to determine the cause of the problem without the requested information. If you are able to provide this information, please just add a comment in this bug with that information and we'll get back to you as soon as we can, but in the meantime we are closing this bug so we can focus on the issues which we can address.

Desktop

Note that CloudServices/Sync/File a desktop bug contains instructions for extracting logs etc. In general, we should probably improve this page rather than going into more detail in the canned responses below.

When it's a known dupe

We're sorry to hear you are having this problem. We've seen a number of reports like this, but we are unable to determine exactly what causes it. In the meantime I'm closing this as a duplicate of the bug where we are tracking this work and please accept our apologies for the problems you are having.

When an error log is expected

We're sorry to hear you are having this problem, but thanks very much for taking the time to make this report. We aren't sure what is causing this issue, but Sync does keep some logs which may help us find the problem. Instructions for how to locate and attach the logs can be found at https://wiki.mozilla.org/CloudServices/Sync/File_a_desktop_bug - please follow those instructions and attach the sync logs to this bug.

Again, thanks for the report and thanks for your help in finding these kinds of issues.

When success logs are probably necessary

We're sorry to hear you are having this problem, but thanks very much for taking the time to make this report. We aren't sure what is causing this issue, but Sync does keep some logs which may help us find the problem. Instructions for how to locate and attach the logs can be found at https://wiki.mozilla.org/CloudServices/Sync/File_a_desktop_bug - and in particular, follow the instructions for enabling "success" logs, then reproduce your issue (eg, perform a new sync), and attach any new logs which then appear.

When detailed (ie, "Trace") logs are probably necessary

We're sorry to hear you are having this problem, but thanks very much for taking the time to make this report. We aren't sure what is causing this issue. Sync does keep some logs which may help us find the problem but in this case it appears we need more detailed logs than Sync provides by default. Instructions for how to provide these detailed logs can be found at https://wiki.mozilla.org/CloudServices/Sync/File_a_desktop_bug#Get_detailed_Sync_logs in the "Get detailed Sync logs" section. Once you've done that, please attach the logs as described on that page.

When about:sync is probably needed to help

Thanks for the report. To help us determine the cause of this issue, could you please install the about-sync addon from https://addons.mozilla.org/en-US/firefox/addon/about-sync/. This addon will let you view all of the data stored on the Sync servers.

For this particular issue, please [... - hard to make this canned yet - eg, "select the 'passwords' collection, find the login and check the password is what you expect]

Again, thanks for the report and thanks for your help in finding the root cause of this problem.

When you lost all your data due to a password reset

I'm very sorry you are experiencing this. Because all of your data is encrypted before it reaches our servers, and because the encryption is based on your password, once that password is reset none of the data on the servers is available for download to your new device.

Unfortunately there is nothing we can do here, so I'm going to close this bug. The most appropriate resolution flag I have available is RESOLVED/INVALID, since this is an unfortunate-but-intended side-effect of our chosen security model, but it still feels a bit wrong because this is certainly a valid complaint about the properties of the Firefox Sync system. We are investigating how we can do better in bug 1600212.

[Optionally, put bug 1600212 as a see-also - but don't dupe it to that bug, or the CC list of that bug will grow with (rightfully) upset users, which may decrease the signal:noise raio]


Android

Note that [1] contains some instructions - but we should probably copy that content into this Wiki like we did for desktop.

New contributors/good-first-bug

Appears to not know where to start

Thanks for your interest in helping make Firefox great! The first step is to follow the guide at https://developer.mozilla.org/en-US/docs/Mozilla/Developer_guide/Introduction to learn how to build Firefox. Once you have done this you will have all of the files needed in a local checkout and it will be some of these files that will need to be changed. Please let us know in thus bug when you have got a Firefox build running locally and we'll give you some additional pointers for how to solve this bug.