CloudServices/Sync/Canned bug responses

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Revision as of 04:13, 10 October 2017 by Mhammond (talk | contribs) (Add link to desktop and android "how to file a bug" pages.)
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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.

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

Thanks for the report. 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 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 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.

Android

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

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