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New Sync not working (/questions/1007210)

JurgenDoe
JurgenDoe
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I have a sync problem since yesterday 07/28/14 ... I'm signed in with my email address and password but FF is not syncing at all ... it always says Sync encountered an error while syncing. Unknown error ... Sync will automatically retry this action ... server status is OK

I have a sync problem since yesterday 07/28/14 ... I'm signed in with my email address and password but FF is not syncing at all ... it always says Sync encountered an error while syncing. Unknown error ... Sync will automatically retry this action ... server status is OK

Asịsa ahọpụtara

Hi again JurgenDoe,

I hope it is working again ok for you ? I saw your other post in the old thread

Possibly phillip has been following this issue with engineers on IRC and will have the best and up to date information, but I seem able to loginto sync ok and although there have been some server performance issues issues his week but I don't notice any current faults reported with Sync at present.

Are you able to confirm you are using the updated New Sync account service ? (Question title was generated by a link)

Server status can be checked

Your own Sync Logs Besides just resetting by clearing the weave folder it should be possible to access the latest error logs and from that paste the information into a reply. Someone may understand and be able to interpret that or it may confirm a server problem or be necessary to file a bug

  • How do I turn on sync logs:
    1. Open about:config and turn on: services.sync.log.appender.file.logOnSuccess and services.sync.log.logger.engine.bookmarks
    2. Restart Firefox and look at: about:sync-log
    3. Logs and error messages will be located there paste the latest error log text into your reply please.
Gụọ azịza a na nghọta 👍 0

All Replies (20)

cor-el
cor-el
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  • Top 10 Contributor
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Try to remove the Weave folder in the Firefox profile folder and delete the prefs.js file to reset all prefs and maybe also delete the compatibility.ini file to reinitialize the profile.

You can use this button to go to the currently used Firefox profile folder:

JurgenDoe
JurgenDoe Jụọ onye nwe ya ajụjụ
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This doesn't solve my problem at all :(

cor-el
cor-el
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  • Top 10 Contributor
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Make sure to allow cookies for the accounts.firefox.com domain. To see all History and Cookie settings, choose:

  • Tools > Options > Privacy > Firefox will: "Use custom settings for history"

https://support.mozilla.org/kb/Cookies

JurgenDoe
JurgenDoe Jụọ onye nwe ya ajụjụ
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Cookies are allowed and it's set to Use custom setting for history right now is syncing but it won't stop at all :(

JurgenDoe
JurgenDoe Jụọ onye nwe ya ajụjụ
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Again I get the same error message as it was before :(

philipp
philipp
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hello, this is currently an ongoing server issue that is investigated by mozilla. there is currently nothing you can change on your end to address that...

JurgenDoe
JurgenDoe Jụọ onye nwe ya ajụjụ
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ok thank you

John99
John99
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Asịsa Ahọpụtara

Hi again JurgenDoe,

I hope it is working again ok for you ? I saw your other post in the old thread

Possibly phillip has been following this issue with engineers on IRC and will have the best and up to date information, but I seem able to loginto sync ok and although there have been some server performance issues issues his week but I don't notice any current faults reported with Sync at present.

Are you able to confirm you are using the updated New Sync account service ? (Question title was generated by a link)

Server status can be checked

Your own Sync Logs Besides just resetting by clearing the weave folder it should be possible to access the latest error logs and from that paste the information into a reply. Someone may understand and be able to interpret that or it may confirm a server problem or be necessary to file a bug

  • How do I turn on sync logs:
    1. Open about:config and turn on: services.sync.log.appender.file.logOnSuccess and services.sync.log.logger.engine.bookmarks
    2. Restart Firefox and look at: about:sync-log
    3. Logs and error messages will be located there paste the latest error log text into your reply please.
JurgenDoe
JurgenDoe Jụọ onye nwe ya ajụjụ
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I'm using the new sync but it's still not working on my side :( I get daily the same error message.

JurgenDoe
JurgenDoe Jụọ onye nwe ya ajụjụ
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file:///C:/Users/JurgenDoe/AppData/Roaming/Mozilla/Firefox/Profiles/2qlvmgm2.default-1406654980750/weave/logs/error-1406751916554.txt

Raising_Eyebrows
Raising_Eyebrows
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I'm having the same issue:

1406818882147 Sync.BrowserIDManager INFO currentAuthState returning error.login.reason.network due to previous failure 1406818882147 Sync.Status DEBUG Status.login: error.login.reason.network => error.login.reason.network 1406818882147 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed 1406818997348 Sync.BrowserIDManager INFO currentAuthState returning error.login.reason.network due to previous failure 1406818997349 Sync.Status DEBUG Status.login: error.login.reason.network => error.login.reason.network 1406818997349 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed 1406819156169 Sync.BrowserIDManager INFO currentAuthState returning error.login.reason.network due to previous failure 1406819156169 Sync.Status DEBUG Status.login: error.login.reason.network => error.login.reason.network 1406819156169 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed 1406819166103 Sync.Notifications ERROR An exception occurred: [Exception... "Component is not available" nsresult: "0x80040111 (NS_ERROR_NOT_AVAILABLE)" location: "JS frame :: chrome://browser/content/utilityOverlay.js :: openPreferences :: line 521" data: no] Stack trace: openPreferences()@utilityOverlay.js:521 < SUI_openPrefs()@browser.js:9541 < SUI_onLoginError/<()@browser.js:9401 < callbackWrapper()@resource://gre/modules/services-sync/notifications.js:116 < _doButtonCommand()@notification.xml:439 < oncommand()@browser.xul:1 < <file:unknown> 1406819166103 Sync.Notifications INFO Stack trace: openPreferences()@utilityOverlay.js:521 < SUI_openPrefs()@browser.js:9541 < SUI_onLoginError/<()@browser.js:9401 < callbackWrapper()@resource://gre/modules/services-sync/notifications.js:116 < _doButtonCommand()@notification.xml:439 < oncommand()@browser.xul:1 < <file:unknown> 1406819291279 Sync.Notifications ERROR An exception occurred: [Exception... "Component is not available" nsresult: "0x80040111 (NS_ERROR_NOT_AVAILABLE)" location: "JS frame :: chrome://browser/content/utilityOverlay.js :: openPreferences :: line 521" data: no] Stack trace: openPreferences()@utilityOverlay.js:521 < SUI_openPrefs()@browser.js:9541 < SUI_onLoginError/<()@browser.js:9401 < callbackWrapper()@resource://gre/modules/services-sync/notifications.js:116 < _doButtonCommand()@notification.xml:439 < oncommand()@browser.xul:1 < <file:unknown> 1406819291280 Sync.Notifications INFO Stack trace: openPreferences()@utilityOverlay.js:521 < SUI_openPrefs()@browser.js:9541 < SUI_onLoginError/<()@browser.js:9401 < callbackWrapper()@resource://gre/modules/services-sync/notifications.js:116 < _doButtonCommand()@notification.xml:439 < oncommand()@browser.xul:1 < <file:unknown> 1406819294737 Sync.Notifications ERROR An exception occurred: [Exception... "Component is not available" nsresult: "0x80040111 (NS_ERROR_NOT_AVAILABLE)" location: "JS frame :: chrome://browser/content/utilityOverlay.js :: openPreferences :: line 521" data: no] Stack trace: openPreferences()@utilityOverlay.js:521 < SUI_openPrefs()@browser.js:9541 < SUI_onLoginError/<()@browser.js:9401 < callbackWrapper()@resource://gre/modules/services-sync/notifications.js:116 < _doButtonCommand()@notification.xml:439 < oncommand()@browser.xul:1 < <file:unknown> 1406819294738 Sync.Notifications INFO Stack trace: openPreferences()@utilityOverlay.js:521 < SUI_openPrefs()@browser.js:9541 < SUI_onLoginError/<()@browser.js:9401 < callbackWrapper()@resource://gre/modules/services-sync/notifications.js:116 < _doButtonCommand()@notification.xml:439 < oncommand()@browser.xul:1 < <file:unknown> 1406819294947 Sync.Notifications ERROR An exception occurred: [Exception... "Component is not available" nsresult: "0x80040111 (NS_ERROR_NOT_AVAILABLE)" location: "JS frame :: chrome://browser/content/utilityOverlay.js :: openPreferences :: line 521" data: no] Stack trace: openPreferences()@utilityOverlay.js:521 < SUI_openPrefs()@browser.js:9541 < SUI_onLoginError/<()@browser.js:9401 < callbackWrapper()@resource://gre/modules/services-sync/notifications.js:116 < _doButtonCommand()@notification.xml:439 < oncommand()@browser.xul:1 < <file:unknown> 1406819294947 Sync.Notifications INFO Stack trace: openPreferences()@utilityOverlay.js:521 < SUI_openPrefs()@browser.js:9541 < SUI_onLoginError/<()@browser.js:9401 < callbackWrapper()@resource://gre/modules/services-sync/notifications.js:116 < _doButtonCommand()@notification.xml:439 < oncommand()@browser.xul:1 < <file:unknown> 1406819296724 Sync.Notifications ERROR An exception occurred: [Exception... "Component is not available" nsresult: "0x80040111 (NS_ERROR_NOT_AVAILABLE)" location: "JS frame :: chrome://browser/content/utilityOverlay.js :: openPreferences :: line 521" data: no] Stack trace: openPreferences()@utilityOverlay.js:521 < SUI_openPrefs()@browser.js:9541 < SUI_onLoginError/<()@browser.js:9401 < callbackWrapper()@resource://gre/modules/services-sync/notifications.js:116 < _doButtonCommand()@notification.xml:439 < oncommand()@browser.xul:1 < <file:unknown> 1406819296725 Sync.Notifications INFO Stack trace: openPreferences()@utilityOverlay.js:521 < SUI_openPrefs()@browser.js:9541 < SUI_onLoginError/<()@browser.js:9401 < callbackWrapper()@resource://gre/modules/services-sync/notifications.js:116 < _doButtonCommand()@notification.xml:439 < oncommand()@browser.xul:1 < <file:unknown> 1406820571882 Sync.Tracker.Bookmarks DEBUG Saving changed IDs to bookmarks 1406820979790 Sync.Service DEBUG User-Agent: Firefox/31.0 FxSync/1.33.0.20140716183446. 1406820979790 Sync.Service INFO Starting sync at 2014-07-31 10:36:19 1406820979800 Sync.SyncScheduler DEBUG Clearing sync triggers and the global score. 1406820979801 Sync.Status INFO Resetting Status. 1406820979801 Sync.Status DEBUG Status.service: error.login.failed => success.status_ok 1406820979807 Sync.BrowserIDManager INFO Fetching assertion and token from: https://token.services.mozilla.com/1.0/sync/1.5 1406820979807 FirefoxAccounts DEBUG already verified 1406820979809 Sync.BrowserIDManager DEBUG Getting an assertion 1406820979809 FirefoxAccounts DEBUG enter getAssertion() 1406820979819 FirefoxAccounts DEBUG getKeyPair: already have a keyPair 1406820979819 FirefoxAccounts DEBUG getCertificate already had one 1406820979820 FirefoxAccounts DEBUG getAssertionFromCert 1406820979824 FirefoxAccounts DEBUG getAssertionFromCert returning signed: true 1406820979825 Sync.BrowserIDManager DEBUG Getting a token 1406820980347 Sync.BrowserIDManager DEBUG Successfully got a sync token 1406821120405 Sync.Resource DEBUG mesg: GET fail 502 https://sync-40-us-west-2.sync.services.mozilla.com/1.5/1904458/info/collections 1406821120405 Sync.Resource DEBUG GET fail 502 https://sync-40-us-west-2.sync.services.mozilla.com/1.5/1904458/info/collections 1406821120406 Sync.SyncScheduler DEBUG Starting client-initiated backoff. Next sync in 4403079 ms. 1406821120407 Sync.SyncScheduler DEBUG Next sync in 4403079 ms.

Edeziri site na Raising_Eyebrows

philipp
philipp
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please follow bug 1045691 for any progress on the issue - if you're affected by this issue, please vote for the bug (instead of posting "me too" replies there).

JurgenDoe
JurgenDoe Jụọ onye nwe ya ajụjụ
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Hi John99 and Phillip,

seems like my problem is solved .. didn't got any new error message while syncing :)

John99
John99
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JurgenDoe

Glad its working for you, thanks for posting back.

Raising_Eyebrows

Seems from the bug philipp tracked down that it is an issue that may be only partially solved so sync works for most people but not everyone, and server issues are still being worked on.

As you did get 

....  GET fail 502 https://sync-40-us-west-2.s  ....

and are still having issues

I suggest you post a comment in the bug mentioned. Keep it short. Ask if your problem is the same as being investigated, or whether you should file a separate bug. Provide your sync log information but do that as an attachment not as part of your bug comment. (The bug has a link to create attachments) Note you will need an email address that is made public in order to register and use bugzilla.

Raising_Eyebrows
Raising_Eyebrows
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Mine seems to have resolved itself as of yesterday evening. Apologies for not using the attachment feature, I somehow missed that.

Cheers!

John99
John99
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Great, thanks for posting back. I guess the engineers have fixed the main problems now.

Finger crossed. The bug is not closed yet so may be some doubts not everything is fully fixed yet.

The attachment feature for text is only on bugzilla not on this forum.

I will close this thread now as Sync is working gain for both of you and the thread is already marked as solved.

foxman751
foxman751
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I have a sync problem since yesterday 18/11/14 ... I'm signed in with my email address and password but FF is not syncing at all ... it always says Sync encountered an error while syncing. Unknown error ... Sync will automatically retry this action ... server status is OK

file:///C:/Users/Ahmed/AppData/Roaming/Mozilla/Firefox/Profiles/0x39u5z1.default/weave/logs

error-1416254243853.txt

1416250641817 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok 1416250642800 Sync.Tracker.Addons DEBUG Saving changed IDs to addons 1416250728024 Sync.Tracker.History DEBUG Saving changed IDs to history 1416250743990 Sync.Tracker.History DEBUG Saving changed IDs to history 1416250897245 Sync.Tracker.History DEBUG Saving changed IDs to history 1416250905497 Sync.Tracker.History DEBUG Saving changed IDs to history 1416250910444 Sync.Tracker.History DEBUG Saving changed IDs to history 1416250938376 Sync.Tracker.History DEBUG Saving changed IDs to history 1416250942104 Sync.Tracker.History DEBUG Saving changed IDs to history 1416250943215 Sync.Tracker.History DEBUG Saving changed IDs to history 1416251044525 Sync.Tracker.History DEBUG Saving changed IDs to history 1416251093817 Sync.Tracker.History DEBUG Saving changed IDs to history 1416251104440 Sync.Tracker.History DEBUG Saving changed IDs to history 1416251112632 Sync.Tracker.History DEBUG Saving changed IDs to history 1416251166175 Sync.Tracker.History DEBUG Saving changed IDs to history 1416251238281 Sync.Tracker.History DEBUG Saving changed IDs to history 1416251266525 Sync.Tracker.History DEBUG Saving changed IDs to history 1416251297776 Sync.Tracker.History DEBUG Saving changed IDs to history 1416251299110 Sync.Tracker.History DEBUG Saving changed IDs to history 1416251991603 Sync.Tracker.History DEBUG Saving changed IDs to history 1416252108160 Sync.Tracker.History DEBUG Saving changed IDs to history 1416252867289 Sync.Tracker.History DEBUG Saving changed IDs to history 1416254241877 Sync.Service DEBUG User-Agent: Firefox/33.1.1 FxSync/1.35.0.20141113143407. 1416254241877 Sync.Service INFO Starting sync at 2014-11-17 21:57:21 1416254241879 Sync.SyncScheduler DEBUG Clearing sync triggers and the global score. 1416254241884 Sync.Status INFO Resetting Status. 1416254241884 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok 1416254241887 Sync.BrowserIDManager INFO Fetching assertion and token from: https://token.services.mozilla.com/1.0/sync/1.5 1416254241887 FirefoxAccounts DEBUG already verified 1416254241890 Sync.BrowserIDManager DEBUG Getting an assertion 1416254241891 FirefoxAccounts DEBUG enter getAssertion() 1416254241892 FirefoxAccounts DEBUG getKeyPair: already have a keyPair 1416254241894 FirefoxAccounts DEBUG getCertificate already had one 1416254241896 FirefoxAccounts DEBUG getAssertionFromCert 1416254241904 FirefoxAccounts DEBUG getAssertionFromCert returning signed: true 1416254241910 Sync.BrowserIDManager DEBUG Getting a token 1416254242968 Sync.BrowserIDManager DEBUG Successfully got a sync token 1416254243845 Sync.Resource DEBUG mesg: GET fail 401 https://sync-129-us-west-2.sync.services.mozilla.com/1.5/9408583/info/collections 1416254243845 Sync.Resource DEBUG GET fail 401 https://sync-129-us-west-2.sync.services.mozilla.com/1.5/9408583/info/collections 1416254243846 Sync.Service INFO Logging out 1416254243847 Sync.Status DEBUG Status.service: success.status_ok => success.status_ok 1416254243848 Sync.SyncScheduler DEBUG Next sync in 3600000 ms. 1416254243850 Sync.ErrorHandler INFO Got 401 response; resetting clusterURL. 1416254243850 Sync.ErrorHandler DEBUG New mid-sync 401 failure. Making a note. 1416254243850 Sync.ErrorHandler INFO Attempting to schedule another sync. 1416254243852 Sync.SyncScheduler DEBUG Next sync in 3600000 ms.

cor-el
cor-el
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  • Top 10 Contributor
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See:

Please do not comment in bug reports
https://bugzilla.mozilla.org/page.cgi?id=etiquette.html

foxman751
foxman751
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I have a sync problem since yesterday 07/28/14 ... I'm signed in with my email address and password but FF is not syncing at all ... it always says Sync encountered an error while syncing. Unknown error ... Sync will automatically retry this action ... server status is OK

error-1416264897654.txt

1416264896803 Sync.ErrorHandler DEBUG Flushing file log. 1416264896812 Sync.BrowserIDManager ERROR Failed to fetch a token for authentication: TokenServerClientError({"message":"assertion argument is not valid."}) 1416264896815 Sync.BrowserIDManager INFO currentAuthState returning error.login.reason.network due to previous failure 1416264896815 Sync.Status DEBUG Status.login: error.login.reason.network => error.login.reason.network 1416264896815 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed 1416264896816 Sync.BrowserIDManager INFO currentAuthState returning error.login.reason.network due to previous failure 1416264896816 Sync.Status DEBUG Status.login: error.login.reason.network => error.login.reason.network 1416264896816 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed 1416264896833 Sync.ErrorHandler DEBUG Log cleanup threshold time: 1415400896832 1416264896855 Sync.ErrorHandler DEBUG No logs to clean up. 1416264897639 Sync.Resource DEBUG mesg: DELETE fail 401 https://sync-159-us-west-2.sync.services.mozilla.com/1.5/12700639/storage/clients/9WWToLAnoi0H 1416264897639 Sync.Resource DEBUG DELETE fail 401 https://sync-159-us-west-2.sync.services.mozilla.com/1.5/12700639/storage/clients/9WWToLAnoi0H 1416264897641 Sync.BrowserIDManager INFO Fetching assertion and token from: https://token.services.mozilla.com/1.0/sync/1.5 1416264897641 FirefoxAccounts DEBUG already verified 1416264897643 Sync.BrowserIDManager DEBUG Getting an assertion 1416264897644 FirefoxAccounts DEBUG enter getAssertion() 1416264897648 Sync.BrowserIDManager DEBUG Getting a token 1416264897649 Sync.BrowserIDManager ERROR Non-authentication error in _fetchTokenForUser: assertion argument is not valid. 1416264897649 Sync.Status DEBUG Status.login: error.login.reason.network => error.login.reason.network 1416264897650 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed 1416264897652 Sync.SyncScheduler DEBUG Clearing sync triggers and the global score. 1416264897653 Sync.SyncScheduler DEBUG Next sync in 3600000 ms.

foxman751
foxman751
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I have a sync problem since yesterday 18/11/14 ... I'm signed in with my email address and password but FF is not syncing at all ... it always says Sync encountered an error while syncing. Unknown error ... Sync will automatically retry this action ... server status is OK

error-1416264897654.txt

1416264896803 Sync.ErrorHandler DEBUG Flushing file log. 1416264896812 Sync.BrowserIDManager ERROR Failed to fetch a token for authentication: TokenServerClientError({"message":"assertion argument is not valid."}) 1416264896815 Sync.BrowserIDManager INFO currentAuthState returning error.login.reason.network due to previous failure 1416264896815 Sync.Status DEBUG Status.login: error.login.reason.network => error.login.reason.network 1416264896815 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed 1416264896816 Sync.BrowserIDManager INFO currentAuthState returning error.login.reason.network due to previous failure 1416264896816 Sync.Status DEBUG Status.login: error.login.reason.network => error.login.reason.network 1416264896816 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed 1416264896833 Sync.ErrorHandler DEBUG Log cleanup threshold time: 1415400896832 1416264896855 Sync.ErrorHandler DEBUG No logs to clean up. 1416264897639 Sync.Resource DEBUG mesg: DELETE fail 401 https://sync-159-us-west-2.sync.services.mozilla.com/1.5/12700639/storage/clients/9WWToLAnoi0H 1416264897639 Sync.Resource DEBUG DELETE fail 401 https://sync-159-us-west-2.sync.services.mozilla.com/1.5/12700639/storage/clients/9WWToLAnoi0H 1416264897641 Sync.BrowserIDManager INFO Fetching assertion and token from: https://token.services.mozilla.com/1.0/sync/1.5 1416264897641 FirefoxAccounts DEBUG already verified 1416264897643 Sync.BrowserIDManager DEBUG Getting an assertion 1416264897644 FirefoxAccounts DEBUG enter getAssertion() 1416264897648 Sync.BrowserIDManager DEBUG Getting a token 1416264897649 Sync.BrowserIDManager ERROR Non-authentication error in _fetchTokenForUser: assertion argument is not valid. 1416264897649 Sync.Status DEBUG Status.login: error.login.reason.network => error.login.reason.network 1416264897650 Sync.Status DEBUG Status.service: error.login.failed => error.login.failed 1416264897652 Sync.SyncScheduler DEBUG Clearing sync triggers and the global score. 1416264897653 Sync.SyncScheduler DEBUG Next sync in 3600000 ms.

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