Files not downloading at sync time

andreafsc · 2026-02-23T13:14:04+00:00

I have installed Zotero on a new laptop and have tried to sync my library. All items were synchronized as expected, except for the files that were not downloaded. They appear in my library with a grayed-out icon. They only download when I open them individually even though I have set the files to download "at sync time" and not "as needed". I haven't found a solution in the documentation since I have unlimited cloud storage, the files in the web library open normally, and no error is displayed at sync time.
What could I do to have all files downloaded locally?

dstillman · 2026-02-23T14:08:53+00:00

Can you provide a Debug ID for 1) using Reset File Sync History (and only that) from the Sync → Reset pane of the settings, 2) clicking the Sync button, and 3) opening a file that wasn't downloaded automatically?

andreafsc · 2026-02-23T16:21:37+00:00

Thank you. Here is my Debug ID: D265893195. The vast majority of files have been correctly downloaded. Only linked files are missing (which is expected) as well as a couple of snapshots.

dstillman · 2026-02-23T17:39:52+00:00

Meaning the Reset fixed it? That shouldn't be necessary on a new computer.

andreafsc · 2026-02-24T09:40:10+00:00

Sorry for the confusion. I have identified two snapshots that should have been synced but are still missing (not a linked file; grayed-out icon; "file not found" error pointing to zotero's storage when I try to open them). Those are also missing in my web library, so that should be the reason zotero was unable to download them. The rest of the files have been downloaded after the Reset. So I think the Reset fixed it.