iOS Debug Log: D1382363316

bspaul27 · 2025-03-14T17:02:53+00:00

I am trying to access my files on my iPad, but I can’t open them. I can see them on my laptop, my sync settings are the same across devices, and I have not reached my storage limit. I have gone through all the instructions that the link in the error message sends me to.

mvasilak · 2025-03-17T07:44:55+00:00

Hey @bspaul27, do the items show up in the iPad, but you get an error when you try to open them, or do you not see them at all? For the former case, can you record a debug log of when you try to open such an item, and post the id here? For the latter case, do you see these items in the web library?

bspaul27 · 2025-03-23T01:08:34+00:00

Hey @mvasilak, the items show up, but I get an error when I try to open them. I just made another attempt, the Debug ID is D1347118730.

michalrentka · 2025-03-24T08:34:17+00:00

Can you access those files from your web library? It looks like those files have not been synced.

mvasilak · 2025-03-24T08:36:55+00:00

Can you open these files in the web library? Since this is a group library, can you check with a group admin that the account you are signed in, does have access to the specific library?

bspaul27 · 2025-03-24T13:46:49+00:00

It looks like I can open the files in my web library, but most of them open a new tab, which is not the case on the app on my laptop (for which very few of them open up a browser window).

bspaul27 · 2025-03-24T13:50:10+00:00

@mvasilak @michalrentka See above for the comment about whether the files are accessible from the web library, but I would also like to note that I have double checked my sync settings, and the files should be automatically syncing.

mvasilak · 2025-03-25T11:29:25+00:00

@bspaul27 opening in another tab is expected for the web library. Since you can open the files there, can you please try the following:
- Make a screen recording of you opening the file and failing in your iPad, and share a link here, or mail the video to support@zotero.org mentioning this post.
- Given that you have synced all your local changes in the iPad, sign out and sign in again and try again.

dstillman · 2025-03-26T08:40:47+00:00

@bspaul27: The file you're trying to open hasn't been uploaded to the web library. See Files Not Syncing. Your iPad isn't relevant.

(I'm not sure what you mean when you say they open in a new tab in the web library. If they're just opening at the original domain, that's not relevant — that's just loading the URL. But there's no way you're actually viewing the file via the web library, because the file has never been uploaded.)

bspaul27 · 2025-03-26T15:35:29+00:00

@dstillman The page linked in your post is the page I went all the way through before I posted on this forum. If it is not uploaded to the web library, how do I do that? It is probably important to note that this is a shared group library, since on the page you linked it appears to say that makes a difference.

dstillman · 2025-03-27T03:04:09+00:00

You provided a Debug ID from iOS. The page explains that, if a file can't be opened from the web library, any other device where you can't open the file is irrelevant. You'll need to follow the steps precisely and provide the info it asks for. If you're not the one who added the file and it's not in the web library, you'd have to ask the person who actually added the file and can open it on their device to follow the steps.

dstillman · 2025-03-27T03:05:43+00:00

But you're now just at your file storage quota (as the page also says is likely), so additional files aren't being uploaded. Zotero would be showing a warning in the toolbar on every sync on the computer where additional files were added. In order to sync all files, you'll need to add a storage subscription or delete some files and empty the trash.