Sunday, July 1, 2012

Xmarks bookmark sync unscheduled downtime

Xmarks bookmark sync has experienced unscheduled downtime over the last 20 hours.  This morning the decision was made to disable syncing to facilitate recovery.

Xmarks has gone to backups to restore the service for impacted Xmarks bookmark sync users.  If you use Xmarks bookmark sync please double check any bookmarks you've made over the previous 48 hours from 7/1/2012.


At this stage all users should be back in working order from the server, if you're having issues we'd recommend trying Xmarks Settings -> Advanced -> Repair first.  You may want to consider simply using Upload instead to push your local set up to the server if you notice inconsistencies.


If you use Firefox you can reference the bookmarks backups that Firefox automatically creates: http://kb.mozillazine.org/Backing_up_and_restoring_bookmarks_-_Firefox

A number of issues came together causing Xmarks to experience this problem:

- While our datacenters were not impacted, our staff was impacted by the storms that hit the Washington DC area - leaving many of our employees without power, without Internet, and without working phones.
- Our offices are also without power impacted by the storms so using them was not a possibility either.
- Nearly all of our servers were impacted by the bug detailed by Mozilla here: https://bugzilla.mozilla.org/show_bug.cgi?id=769972 
- We found that rebooting machines fixed the issue before we found out the true cause (and the above bug report).  Rebooting worked but a number of machines failed to shutdown gracefully causing issues bringing back up the cluster cleanly.


We apologize for this issue and thank you for your patience.  We will be looking into ways we can further mitigate our risks against threats like these in the future. 

50 comments:

  1. This comment has been removed by the author.

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  2. Thanks for the update. Just shows IT systems are more fragile than we'd like to think. Australian thoughts are with those experiencing fires and storms in USA

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  3. That was a decent explanation and no doubt the storms had a lot to do with this. It would have been far better if there had been some sort of comment about the outage either Friday night or some time Saturday. It does not reflect well on your product or it's support for an outage to go on this long with no comments at all.

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    1. This is exactly what I would have written, thanks!

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    2. Give the guys a break. Step back for a minute and think about it - people have been dying in this area of the world, and they worked over a weekend to get what is only a bookmark service back, which most of us are using for free, in very difficult circumstances.

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    3. Two hours ago my bookmarks were available. Now it's totally empty. Wondering if I'll perform the sync action on the browser or just wait for a little while.

      Anyways, I second that Chris Graham.

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  4. And it is still not working at 8:32pm Eastern time

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  5. I've lost a lot of bookmarks. Sucks. Had nothing to do with last 48 hours.... it's been ongoing for about six months.

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  6. It would have been really better if you could have informed little earlier.. It was co- incidence that I re-installed windows the same morning and I was thinking WTF Happened why it is not syncing... why it is not showing my bookmarks even on website..

    But anyway it was unscheduled and unexpected, but do inform us..

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  7. This doesn't make much difference.

    Many Xmarks users have been suffering both application-side and server-side issues for months. Read the Getsatisfaction fora - many postings of sync failure due to "unknown error", nothing in the log files, "unknown error" in the log files.

    I have been totally unable to sync for 3 weeks out of the past 4, and I am getting responses from tech support at about weekly intervals (paying customer Xmarks + Lastpass).

    There are many more bug and problems than this. Xmarks seriously needs to do something about its reliability. It doesn't work reliabily on automatic; it doesn't even work reliably on manual sync which many of us have to permanently resort to.

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  8. Its that Aussie again. Its working for me now! Have not had other problems with errors either since new ownership. That might be tempting fate though.

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    1. You must have a trivially small number of bookmarks synced over a trivially small number of browsers or PCs not to have noticed a problem. The fora are full of reports.

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  9. Your repair tip "Xmarks Settings -> Advanced -> Repair" worked like a charm. All our machines are now up and running Xmarks as normal.

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  10. I cant see my public bookmarks it only shows in my account.

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  11. Still not working here in the UK

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  12. Yea i didn't lose my bookmarks but i lost ALL MY PASSWORDS well from the past 3-4 years

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  13. I am still having problems getting Xmarks to sync my folders on Firefox. The "Xmarks Settings -> Advanced -> Repair" seems to work but when I add a bookmark to my browser and try to manually sync it, I get the error message

    Not Found
    We were unable to contact the Xmarks server. Please visit our help page.

    This has been the error message for the past 48 hours.

    Are others still having problems like the one above? If not, are there things I need to fix beyond the Repairs option noted above?

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    1. I was having the same error and the Repair didn't help me at all. What I did to resolve my issue was basically start from scratch. First I exported a copy of all my current bookmarks and saved it to my computer. Then I reset Firefox (Help> Troubleshooting Information> Reset Firefox). I went in and re-added the Xmarks add on and restarted Firefox. I went through the initial setup again and let it sync my passwords/bookmarks (if you've added new bookmarks since the server went down, this is were that exported copy comes in handy). After all of this I was finally able to sync without any errors. Its a little more time consuming than I prefer, and your passwords will only be backed up to the last time you were able to successfully sync them. But its a solution of sorts, even though its not perfect. Hope this helps. :)

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  14. I don't have an answer, but can say I have been struggling with this kind of non-specific error for the past couple of years and it may have nothing to do with the outage.

    I find that the repair option usually throws away all my changed and recently-added bookmarks but does not solve any problems and does not make sync errors go away.

    The best you can do is enable logging in Xmarks options, run a sync, and have a look at the log file - go straight to the end of the log file and look at the last 10 lines or so.

    This is simple and obvious to do in Firefox - you can do it within Xmarks options on the Advanced page. (It is much less obvious in Chrome - you have to carefully follow instructions in the help pages.)

    There should be some kind of error message in the log. Xmarks should be more robust, but it isn't; it should have better error reporting, but it doesn't. There is often error detail in the log file that appears nowhere else.

    You will probably have to submit a support ticket by logging into Xmarks.com and choosing Account and then SubmitTicket. It will help if you are a supportive customer and pay the subscription, but even then getting a reply will take a while. You should gather as much detail as you can in your report, because the conversation with support will take a long time for each exchange and you don't want to waste time.

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  15. Updated Firefox to 14.0.1 and Xmarks doesn't work anymore.
    'Found corrupt bookmark data'.

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  16. Xmarks cannot login via Firefox 14.0.1 MAC OS Lion 10.7.4

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  17. what a funking xmarks,why i always can't sign up ,i have tried several ways to sign up

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  18. Filthy spammers yet again.Chuyen cua sao Moderator please do something and remove this crap. No-one click this garbage.

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  19. I'm still experiencing sync problems!

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  20. This comment has been removed by the author.

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