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I reset Sync but it's still locked with an old password form 2015
Reported by
erebusno...@gmail.com,
May 17 2017
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Issue descriptionUserAgent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110 Safari/537.36 Steps to reproduce the problem: 1. Reset Sync data in the Google Dashboard 2. Log into Chrome 3. Theirs not data and I can't add new data because sync is locked by an old password. What is the expected behavior? When I reset Sync it shouldn't have any passphrase or password locking it. Their's not data. What went wrong? I reset my Chrome Sync data, but I can't use Sync and add new data to because it's locked. Did this work before? Yes I'm not sure. I last reset my data some years ago. Chrome version: 58.0.3029.110 Channel: stable OS Version: 10.0 Flash Version: Shockwave Flash 25.0 r0
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May 18 2017
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May 18 2017
Issue 723877 has been merged into this issue.
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May 18 2017
Tested in chrome # 58.0.3029.110 on win 10.0 & 7 and not able to reproduce the issue.Please find the screen shots for your reference. @Reporter: Could you please let me know if i have missed anything and if possible,Please follow the instructions in " https://support.google.com/chrome/answer/1181035?visit_id=1-636306958898618876-2785226040&p=settings_encryption&rd=1" let us know the observations of the issue which would help us to triage the issue further. Thanks in Advance.
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May 24 2017
Hi erebusnoxaether@gmail.com, It seems you only reset your google account password, but not passphrase for your sync data. So you also need to reset your passphrase to let sync works again. Please follow the instructions in "https://support.google.com/chrome/answer/1181035?visit_id=1-636306958898618876-2785226040&p=settings_encryption&rd=1" to reset your passphrase.
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May 24 2017
I already tried to reset the passphrase. You reset it every time you rest your Chrome data and I've done that over 10 times. Every time I reset my data it sill keeps a passphrase.
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May 24 2017
Thank you for providing more feedback. Adding requester "rbasuvula@chromium.org" to the cc list and removing "Needs-Feedback" label. For more details visit https://www.chromium.org/issue-tracking/autotriage - Your friendly Sheriffbot
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May 24 2017
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May 24 2017
Hi erebusnoxaether@gmail.com, Thank you for your screenshots! To better understand what's is going on, I need your permission to look into your server logs. can you have your permission?
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May 24 2017
Sure theirs no personal data since I reset all my data. Where are the server logs?
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May 27 2017
the server logs is on our server side. I will take a look to see what's going on.
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May 29 2017
I'm having this exact same issue, very frustrated, hoping there is a fix. I cannot sync across my devices and see this error although I haven't set a passphrase. I cannot get out of this loop no matter what I do and chrome support are unable to help. I'm a g-suite account holder and have been for years.
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Jun 1 2017
Hi erebusnoxaether@gmail.com, can you try to sign out your chrome from your windows, https://support.google.com/chrome/answer/2390059?co=GENIE.Platform%3DDesktop&hl=en And then reset your data from dashboard? If it is not working, can you try to "Remove someone from Chrome" section in above link to see if it works. Hi aj@tsn.us, can you attach screenshot of your chrome://sync-internals/ here?
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Jun 6 2017
I'm also having this issue. I have never set a passphrase, but my sync data is locked with my old Google account password (which seems to be set in 2013). I've tried to reset sync data to unlock (following https://support.google.com/chrome/answer/1181035?visit_id=1-636306958898618876-2785226040&p=settings_encryption&rd=1 ) but seems it's not working (failed to reset passphrase and unlock sync data) Attached are my screenshot of chrome://sync-internals/ 1.png : Just after reset of sync data 2.png & 3.png : Just after re-login to Chrome
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Jun 7 2017
Hi hotman123jp@gmail.com, I need your permission to look into your server logs. can I have your permission? I want to see what's happen after your reset sync data, why your sync data is locked with my old Google account password.
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Jun 7 2017
Hi gangwu@chromium.org, Sure, please go ahead. Thanks for your reply.
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Jun 23 2017
I'm having this exact same issue. I have never set a passphrase, but my sync data also became blocked by my old password. I've tried to reset sync data to unlock, but I could not reset the passphrase and unlock the sync data
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Jun 27 2017
I am also having the exact same issue. I was led here from the Google Chrome Help Forum (https://productforums.google.com/forum/?utm_medium=email&utm_source=footer#!msg/chrome/SYDwq6_OhVc/G2W_L0yrAgAJ) I do not recall ever setting a passphrase, and even when I try to reset the sync data on Google Dashboard, the data is wiped, however, the passphrase is still there, preventing me from syncing my devices.
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Jun 29 2017
Same issue here. I didn't set a passphrase and no matter how many times i reset on Google Dashboard the passphrase remains and can't sync. This happens in all my devices.
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Jun 29 2017
This is Nicolas from Chrome-Es support forum. We have some topics with this issue. Reference: https://productforums.google.com/d/msg/chrome-es/cC_ZhyYTd30/Fw0y29M8BAAJ User has never set a password for his sync, but saw this message. Delete his Chrome profile didn't fixed the issue. Reset synchronization neither.
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Jul 6 2017
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Jul 6 2017
I am actively work on this, and I can repro this bug now. I will update this bug once I find the exactly where is the issue.
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Jul 6 2017
Thanks for your hard work @gangwu! We are looking for this fix really anxious, no pressure!
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Jul 6 2017
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Jul 7 2017
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Jul 8 2017
Same issue here. Please help.
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Jul 10 2017
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Jul 11 2017
Hi guys, same issues here, I setup a passphrase for my sync back in 2016, yesterday i wanted to clean up my bookmarks (around 4000), but I was having issues with synchronization, so I decided to reset my google sync completely and I wanted to import and sync all bookmarks to clean account Reset sync was supposed to reset the passphrase, but it still prompted me to enter it.. so I entered it and there were still some bookmarks left, so I reset it again and it still prompts me for the old passphrase... It is driving me crazy.. Did anyone found a solution for this, guys? I tried everything... Deleting files in Appdata\Local\, trying another Portable Chrome, etc.
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Jul 12 2017
Same issue for me on Version 59.0.3071.115 (Official Build) (64-bit), Version 61.0.3155.1 (Official Build) canary SyzyASan (32-bit), & Version 59.0.3071.102 (iOS 10.3.2). Baffled and frustrated. Have all data backed-up externally, just need to get it reset so it will start syncing across all my devices again.
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Jul 17 2017
Has this been resolved yet? I have the same problem with no sync and no way of getting rid of the "passphrase" requests. Every third or fourth cycle I do get a blue "RESET SYNC" button, but most of the time it is just a greyed out option as shown in the attached image. No matter where/how I sign out/in, the passphrase issue comes back/lingers. I sure hope the solution is not to log out from all devices, because I have had near a hundred different computers, phones, tablets, game systems, watches, etc. that have been tied directly to my Google account. No way to access most of those if that is what is required. Version 59.0.3071.115 (Official Build) (64-bit) + Android 4, 5, 6, and 7 on various devices
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Jul 18 2017
Hi, I had a same issue (posted comment #15), but resolved by re-installing Windows 10. Actually the reason why I re-installed Windows 10 is not related to this issue, but when I login to Chrome from re-installed Windows (which seems totally "clean"), sync started to work again. I know that this is not a realistic solution, it's just for your reference. Version 59.0.3071.115 (Official Build) (64-bit)
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Jul 18 2017
Our server side people are working on this issue, no ETA yet, but I will update status later this week.
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Jul 24 2017
Mods: I have experienced this same problem too of infinite-loop RESET SYNC efforts never ending up clearing the passphrase. Thus preventing us from signing into our Chrome user accounts to enable that account to sync again. You're faced with the "Sync not working" error notification icon at top-right of browser. You click to expand and see the error message: "Sync not working - Passphrase required to start sync" with the blue button below titled "Enter Passphrase". You click the blue button, are presented a form ready for you to type in the Passphrase. • (1) A lot of people, including me, never had nor created a passphrase for Sync, thus "what am I supposed to type in if I don't have one?" • (2) You google to search for answer, and wade through and read dozens of Chrome Forum threads and Help Pages. After a day of doing so I came across one answer obscurely in the middle of some thread. It said that if you never created one, then the system expects you to enter your "Google Account" password. **NOTE: I don't believe this instruction is documented anywhere in the Chrome Help Pages • (3) You enter your email password and, each and every time you get the error message "The passphrase you entered is incorrect". An instruction underneath says "If you want to make changes to your passphrase or want to chnage this setting, "reset sync"— with reset sync linking to a section on your Google Dashboard. • (4) You read the instructions and click "RESET SYNC" — with the expectation that your passphrase will be wiped out, and then the next time you try to log into your user account on Chrome and see the error "Sync not working" you'll be able to enter your Account Password, problem solve, the browser then starts syncing with Google server. • (5) But then when you are challenged, and need to enter the Passphrase, and you enter your Google Account password, you get that same error message: "The passphrase you entered is incorrect". Thus begins an endless loop, whereby you then again go to RESET SYNC, come back to Chrome's error message "Sync not working", enter your Google Account password, then face "The passphrase you entered is incorrect". *It's very unfortunate that the first post of this bug-thread has a terrible & misleading SUBJECT LINE, which is the reason you haven't yet had hundreds of user entries here. The Subject Line not only has the wrong term — "password" instead of "passphrase" (big difference!)— but also it has a key word misspelled, causing further confusion: "form" instead of "from". Third, the inclusion of 2015 throws people off, because it's a wholly irrelevant point. *The way it reads now, it can easily communicate someone's got a problem with a "password form", thus turning away people who are looking to report about the "passphrase" problem. Ad you know it's true that the moment someone opens up a new ticket item, it will be merged with THIS one, and the subject line confusion will just continue on and on, deterring this bug from being addressed as reproducable by hundreds of people. Hundreds of people who do NOT have a "password form 2015" problem. Hundreds of people have complained about the "passphrase" problem on dozens of Chrome Forum threads. In my own thread started 2 days ago titled [NOT SOLVED] When "Reset Sync" does NOT Reset Passphrase ( https://productforums.google.com/forum/#!topic/chrome/I0rdi8e8Ku0;context-place=forum/chrome ), I post screenshot by screenshot, the whole problem. I didn't think I should upload image here because it will just add to the confusion. I request that you edit, or get the permission of the author to edit, the SUBJECT here to be: I reset Sync but it doesn't reset the Passphrase when logging into Chrome
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Jul 25 2017
The server side is fixing the bug, the fix should in stable channel within this week.
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Jul 25 2017
@gangwu I sure hope that they figure it out. This bug has wreaked havoc on my productivity and has an effect on other aspects of Chrome such as logging in and out of key extensions.
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Jul 26 2017
Thanks very much for the update gangwu@chromium.org (Comment 38). This is going to help a lot of people!
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Aug 5 2017
The server fix is in production right now, everybody should not see this bug any more, if any one still see this one, please reply, otherwise, I will close this bug in the early next week.
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Aug 5 2017
Great , Really I am very Happy Now , I can Restore My Data Back over All Devices. Thank you Every Body for your Efforts
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Aug 7 2017
Hi ananzjo@gmail.com, If you reset your Sync, everything is reset, including passphrase, sync data. Since you reset your Sync, there is no sync data on the server, you need to start enable sync on at least one of your device, to let sync server to receive data. If you do start sync on your devices, but still see "no sync data" message, please attach screenshot of your chrome://sync-internals here. Thanks!
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Aug 8 2017
Thank you gangwu@chromium.org for prompt response , everything is ok now
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Aug 8 2017
Laptop, Server, and 3 iOS devices all back to normal this morning. Bravo! gangwu@chromium.org (and team), one MILLION thanks for fixing this!!!
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Aug 9 2017
Closing as the bug is fixed, feel free to reopen if this is still an issue. |
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Comment 1 by erebusno...@gmail.com
, May 17 2017