Consistently receive a "Failed to start up the sync backend" error message
Reported by
mbm...@yahoo.com,
Nov 29 2016
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Issue description
UserAgent: Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/54.0.2840.99 Safari/537.36
Steps to reproduce the problem:
1. Settings > Advanced Sync Settings...
2.
3.
What is the expected behavior?
To have the Advanced Sync Settings screen displayed.
What went wrong?
After clicking on Advanced Sync Settings a box appears that says "Please wait..." After a few moments I get the error:
Failed to start up the sync backend
Please make sure your network connection is working and if the problem persists, please sign out and sign in again to refresh your credentials.
Did this work before? N/A
Chrome version: 54.0.2840.99 Channel: stable
OS Version: 10.0
Flash Version: Shockwave Flash 23.0 r0
Sync Internals reports a SYNC_AUTH_ERROR. Here's a dump of the Sync Internals result:
Mon Nov 28 2016 17:26:42 GMT-0800 (Pacific Standard Time)
======
Status
======
{
"actionable_error": [
{
"is_valid": false,
"stat_name": "Error Type",
"stat_value": "Uninitialized"
},
{
"is_valid": false,
"stat_name": "Action",
"stat_value": "Uninitialized"
},
{
"is_valid": false,
"stat_name": "URL",
"stat_value": "Uninitialized"
},
{
"is_valid": false,
"stat_name": "Error Description",
"stat_value": "Uninitialized"
}
],
"actionable_error_detected": false,
"details": [
{
"data": [
{
"is_valid": false,
"stat_name": "Summary",
"stat_value": "Uninitialized"
}
],
"is_sensitive": false,
"title": "Summary"
},
{
"data": [
{
"is_valid": true,
"stat_name": "Client Version",
"stat_value": "Google Chrome Windows 54.0.2840.99 (7eca4ce1e662f12cadaf96c30cd2335fd03e7140-refs/branch-heads/2840@{#830}) stable"
},
{
"is_valid": true,
"stat_name": "Server URL",
"stat_value": "https://clients4.google.com/chrome-sync"
}
],
"is_sensitive": false,
"title": "Version Info"
},
{
"data": [
{
"is_valid": true,
"stat_name": "Requested Token",
"stat_value": "Monday, November 28, 2016 at 3:53:52 PM"
},
{
"is_valid": true,
"stat_name": "Received Token",
"stat_value": "n/a"
},
{
"is_valid": true,
"stat_name": "Token Request Status",
"stat_value": "OK"
},
{
"is_valid": true,
"stat_name": "Next Token Request",
"stat_value": "not scheduled"
}
],
"is_sensitive": false,
"title": "Credentials"
},
{
"data": [
{
"is_valid": true,
"stat_name": "Server Connection",
"stat_value": "auth error since Monday, November 28, 2016 at 5:25:01 PM"
},
{
"is_valid": true,
"stat_name": "Last Synced",
"stat_value": "Never"
},
{
"is_valid": true,
"stat_name": "Sync First-Time Setup Complete",
"stat_value": true
},
{
"is_valid": true,
"stat_name": "Sync Backend Initialization",
"stat_value": "Started"
},
{
"is_valid": false,
"stat_name": "Syncing",
"stat_value": false
}
],
"is_sensitive": false,
"title": "Local State"
},
{
"data": [
{
"is_valid": true,
"stat_name": "Throttled",
"stat_value": false
},
{
"is_valid": false,
"stat_name": "Retry time (maybe stale)",
"stat_value": "Uninitialized"
},
{
"is_valid": false,
"stat_name": "Notifications Enabled",
"stat_value": false
}
],
"is_sensitive": false,
"title": "Network"
},
{
"data": [
{
"is_valid": false,
"stat_name": "Explicit Passphrase",
"stat_value": false
},
{
"is_valid": false,
"stat_name": "Passphrase Required",
"stat_value": false
},
{
"is_valid": false,
"stat_name": "Cryptographer Ready",
"stat_value": false
},
{
"is_valid": false,
"stat_name": "Cryptographer Has Pending Keys",
"stat_value": false
},
{
"is_valid": false,
"stat_name": "Encrypted Types",
"stat_value": "Uninitialized"
},
{
"is_valid": false,
"stat_name": "Has Keystore Key",
"stat_value": false
},
{
"is_valid": false,
"stat_name": "Keystore Migration Time",
"stat_value": "Uninitialized"
},
{
"is_valid": false,
"stat_name": "Passphrase Type",
"stat_value": "Uninitialized"
},
{
"is_valid": false,
"stat_name": "Passphrase Time",
"stat_value": "Uninitialized"
}
],
"is_sensitive": false,
"title": "Encryption"
},
{
"data": [
{
"is_valid": true,
"stat_name": "Sync Source",
"stat_value": "NEW_CLIENT"
},
{
"is_valid": true,
"stat_name": "GetKey Step Result",
"stat_value": "UNSET"
},
{
"is_valid": true,
"stat_name": "Download Step Result",
"stat_value": "SYNC_AUTH_ERROR"
},
{
"is_valid": true,
"stat_name": "Commit Step Result",
"stat_value": "UNSET"
}
],
"is_sensitive": false,
"title": "Status from Last Completed Session"
},
{
"data": [
{
"is_valid": false,
"stat_name": "Notifications Received",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Updates Downloaded",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Tombstone Updates",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Reflected Updates",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Successful Commits",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Conflicts Resolved: Client Wins",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Conflicts Resolved: Server Wins",
"stat_value": 0
}
],
"is_sensitive": false,
"title": "Running Totals"
},
{
"data": [
{
"is_valid": false,
"stat_name": "Encryption Conflicts",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Hierarchy Conflicts",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Server Conflicts",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Committed Items",
"stat_value": 0
}
],
"is_sensitive": false,
"title": "Transient Counters (this cycle)"
},
{
"data": [
{
"is_valid": true,
"stat_name": "Updates Downloaded",
"stat_value": 0
},
{
"is_valid": true,
"stat_name": "Committed Count",
"stat_value": 0
},
{
"is_valid": true,
"stat_name": "Entries",
"stat_value": 1
}
],
"is_sensitive": false,
"title": "Transient Counters (last cycle of last completed session)"
},
{
"data": [
{
"is_valid": false,
"stat_name": "Server Invalidations",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Local Changes",
"stat_value": 0
},
{
"is_valid": false,
"stat_name": "Local Refreshes",
"stat_value": 0
}
],
"is_sensitive": false,
"title": "Nudge Source Counters"
}
],
"type_status": [],
"unrecoverable_error_detected": false
}
,
Nov 29 2016
Given that it's an auth error, can you attach the contents of chrome://signin-internals/
,
Nov 30 2016
Without changing anything, today it is working. Suggest close? Requested data is attached.
,
Nov 30 2016
Well it's certainly hard to continue investigation if it's working now. Feel free to re-open if this occurs again. |
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Comment 1 by ligim...@chromium.org
, Nov 29 2016