Blank PDF

LaetiziaP

Hi, I am having an issue with all the PDFs I try to open in the app.
What can I do to fix this? I have restarted the documents, the app, my laptop, I bought more storage and deleted and redownloaded the app altogether.
Also please note that the online version of zotero and the PDF document are working jsut fine. It is only in the app that I encounter this problem.

For more detail: when I open the doc the info on the right bar are showing perfeclty, it is only the image that does not appear.

Thanks for any help you could provide.

dstillman

You're saying this happens for all PDFs? Are you only talking about the PDF preview in the right pane, not in the PDF reader itself?

Can you provide a Report ID?

Does it still happen if you restart in Troubleshooting Mode (Help → "Restart in Troubleshooting Mode…”)?

LaetiziaP

Hi I've tried restartin gin troubleshooting mode but I don't see anything poping up...

Here is a Report ID: 1244200370

Not sure if I needed to specify the problem there but the description is in the chat. Thank you for any help you could provide.

dstillman

You didn't answer my first two questions. Can you provide a screenshot of what you're referring to?

LaetiziaP

https://s3.amazonaws.com/zotero.org/images/forums/u12783290/tvyhx9eoys713ol29nvy.png
https://s3.amazonaws.com/zotero.org/images/forums/u12783290/eurmxe9f60rhvqcadfgd.png

LaetiziaP

sorry about this, it happens when I try to open the PDF on Zotero. The same document opened in another app seems to work fine.
Thank you

dstillman

But does it happen for all PDFs or only specific ones?

LaetiziaP

It happens on all PDFs

dstillman

Start by updating to a current version of macOS. You're on 14.5, which is outdated. You should be on at least the latest version of Sonoma if not a more recent macOS release.

If it still happens, we'd want to see a Debug ID (different from a Report ID) for Zotero startup through reproducing this, using the "Restart with Logging Enabled…" option.

LaetiziaP

ok thanks for your quick answer. I will update to the latest version

LaetiziaP

Hey I updated my laptop but it's still not working.

Here is the debug ID, I think I've done it correctly let me know if not.

D402697696

dstillman

QM_TRY failure (ERROR): 'Unavailable failed with resultCode 0x8052000B, resultName NS_ERROR_FILE_CORRUPTED, context dom::localstorage::FirstOriginInitializationAttempt::Datastore', file obj-aarch64-apple-darwin/dist/include/mozilla/dom/quota/QuotaCommon.h:1495

QM_TRY failure (ERROR): 'Unavailable failed with resultCode 0x8052000B, resultName NS_ERROR_FILE_CORRUPTED, context dom::localstorage::FirstOriginInitializationAttempt::Datastore', file dom/localstorage/ActorsParent.cpp:2882

QM_TRY failure (ERROR): 'Unavailable failed with resultCode 0x8052000B, resultName NS_ERROR_FILE_CORRUPTED, context dom::localstorage::FirstOriginInitializationAttempt::Datastore', file dom/localstorage/ActorsParent.cpp:6928

[JavaScript Error: "TypeError: this._iframeWindow.wrappedJSObject.createReader is not a function" {file: "chrome://zotero/content/xpcom/reader.js" line: 195}]

Try going to your Zotero profile folder (not your Zotero data directory!) and deleting the 'storage' folder, which should contain the folders 'default', 'permanent', and 'temporary'. (Do not delete 'storage' within your Zotero data directory, which contains folders with random 8-character names.) Then restart Zotero.

LaetiziaP

Hi, I have just done so but it still doesn't work...

LaetiziaP

Hi, could you direct me once more on how to access the profile folder, because the indications provided by the hyperlink seems to bring me to the data directory as the storage folder contains folders with random 8-character names.

adamsmith

Those are the right instructions and your data folder really, really shouldn't be there. Could you post the filepath at which you're looking (feel free to XXX out your username for privacy if you want)

LaetiziaP

https://s3.amazonaws.com/zotero.org/images/forums/u12783290/5ahurijl8cekxljk7afg.png

dstillman

That's your data directory. I linked to instructions for finding your profile folder. They absolutely do not point you to your data directory.

adamsmith

(See in particular the Note about the hidden Library folder)

LaetiziaP

Found it, deleted the storage folder, it's still not working (already restarted zotero).
https://s3.amazonaws.com/zotero.org/images/forums/u12783290/6yxeup8ighl13hpr9gsm.png

dstillman

Can you provide another Debug ID for this using “Restart with Logging Enabled”?

LaetiziaP

D1500085608

I did restart using Logging enabled before providing debug ID, does that work?

dstillman

That's not a Debug ID from using "Restart with Logging Enabled". It would show Zotero startup.

dstillman

In any case, I'd suggest creating a new Zotero profile (you can call it "default-new") and trying with that. If it creates a new, empty data directory (which it should), you should go to the Advanced → Files and Folders section of the Zotero settings and change it back to point to your existing data directory so that your data reappears.