App won't sync

amyj5165 · 2025-09-03T14:18:29+00:00

I'm putting in my correct username and password but the app is telling me they're invalid - they are not. I have restarted the desktop app and changed my password but still same error. Can login on website fine. On Mac

dstillman · 2025-09-03T14:20:27+00:00

I don't see any recent sync login attempts from you.

If you're still having trouble, provide a Debug ID for an attempt that fails.

amyj5165 · 2025-09-04T08:14:42+00:00

I have been attempting to sync login. I have redownloaded the app too. I get an error trying to get a Debug ID

dstillman · 2025-09-04T08:16:16+00:00

Do you get an error trying to submit a Report ID as well?

Can you make any network requests in Zotero? E.g., adding an item by DOI?

Is this an institutional computer?

dstillman · 2025-09-04T08:27:15+00:00

OK, got your email. Your institution's Zscaler installation is blocking Zotero's network connections. You'll need to talk to your IT department.

https://www.zotero.org/support/kb/zotero_and_firewalls