Sync error

mradik
I'm supporting a user at my institution. She had her Zotero library on an old Mac and reported that it wasn't uploading all her PDFs to the Web Library or to her new Mac Zotero desktop, even though we have institutional unlimited storage. Both her Zotero version and her Mac OS were old versions.

Here are the steps we took:
1) backed up her old Mac Zoter library to external hard drive- we'll call this the Good Library
2) updated her Zotero, synced to cloud. No change to online PDFs
3) unlinked her old Mac Zotero from online Zotero, closed old Mac
4) deleted her new Mac's incomplete library, updated to current Zotero
4) copied her Good Library from backup onto new Mac
5) synced to cloud. No change to online PDFs
6) used the Sync Reset, Replace Online Library command. No change to online library visible (I admit, I misread the files_not_syncing kb instructions)
7) used the Sync Reset, Reset File Sync History command. PDFs erased from online library.
8) generated error report, but closed it accidentally before recording the error ID#
9) did it again:
Error ID# 433485599
web library URL: https://www.zotero.org/anniehikido/library
  • mradik
    It's been 24+ hours and her online library has no PDFs. We've clicked the sync icon in her new Mac Zotero desktop a few times.
  • dstillman
    edited October 24, 2024
    See Files Not Syncing again. We need a Debug ID — not the Report ID provided above — for a specific sync.

    This user has no files online currently.
    used the Sync Reset, Reset File Sync History command. PDFs erased from online library
    Reset File Sync History would never erase PDFs online. Either the files weren't there to begin with or she used Purge Storage in My Library from the storage settings page.
  • mradik
    Right! Yes, we tried Purge Storage as well, and then syncing from Good Library. Possibly from the old Mac - I'm sorry, I don't recall exactly where we tried this step.

    I will get the Debug ID from her asap.
  • mradik
    Debug ID = D1097847856
  • dstillman
    The particular error shown there is a bug that can happen after unlinking and relinking Zotero, but just restarting Zotero should fix it.

    If there's some problem after that, we'd need to see a new Debug ID from the Files Not Syncing steps, after a fresh restart of Zotero.
  • mradik
    That worked! Thank you!
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