Zotero 7 app for Windows not opening

ertattersall

I've recently started having issues with the Zotero 7 desktop app opening. Nothing happens when I click the desktop shortcut. Things I have tried:
- Uninstalling and re-installing the app
- Restarting my laptop
- Running the app as an administrator

I read in this thread (https://forums.zotero.org/discussion/109240/zotero-does-not-open) that the issue may be with my security software, but Windows Security does not appear to be blocking any apps, as far as I can tell.

Any other troubleshooting I can try?

dstillman

Is this an institutional computer? Are you running any other security software?

Mizevski

Mine is having the same problem. I was using normally, and then stopped working out of the blue

ertattersall

It is an institutional computer. I've been in contact with my institution's IT staff and have been able to open Zotero by running it in Windows 8 compatibility mode (right click the shortcut > Properties > Compatibility tab > check 'Run this program in compatibility mode for:' and select Windows 8).

dstillman

That’s not a proper solution, though, and might cause other unexpected problems. Are these machines running any security software?

ertattersall

Yes, and that was likely the issue. I've worked with my institution's IT staff and can now run the app normally (i.e., without the Windows 8 compatibility mode).

psomm

What was the proposed solution from the IT staff? I have also an institutional computer running with Windows 11 and Cisco Secure Client. If I try to start the app nothing is happening.

dstillman

@psomm: Please ask your IT department to contact us at support@zotero.org so they can put us in touch with Cisco. It's ridiculous that Cisco hasn't fixed this for everyone after more than a month.

psomm

Thanks for clarification @dstillman. I verified this issue by uninstalling Cisco for a short moment. Without Cisco, Zotero is working fine and as expected. I will reach out to the IT.

pembertj

I am going through the very lengthy process with Cisco to get this formally fixed instead of just adding an exemption into the AMP/Secure client console to exclude zotero.exe....will update when I can

caitken5

@pembertj, do you know if this issue has been resolved? I also have Windows 11 with Cisco installed and am having trouble running Zotero, despite uninstalling and reinstalling and I am wondering if it is the same issue or not. It's been 8 months since you've last commented on this thread, so I hope not!

dstillman

@caitken5: Yes, this was supposedly fixed by Cisco in March:

https://forums.zotero.org/discussion/comment/486950/#Comment_486950

You should talk to your IT department and make sure you're on the latest version.

MPH35

Update on this from June: Institutional computer with Cisco client and it stopped working for me today. Was fine until yesterday. Whatever the issue on their end is, it is not fixed.

dstillman

@MPH35: This almost certainly wasn't Cisco:

https://forums.zotero.org/discussion/125065/zotero-not-starting-after-update-to-7-0-16-7-0-18-on-windows-linux