Sync not working

LDynamics

Hello,
One of our users is having issues syncing their account in Zotero stand alone.
When they tried yesterday they got some of their data but not their folders within the library, that ran for over an hour and was still going. I uninstalled and removed all personal data and tried again now it doesn't download any data. I tried other accounts and they seem to sync fine. Their library is only 26MB so I didn't expect it to take very long.
We were seeing some errors about another syn already in progress but I'm not sure how to cancel this as there shouldn't be any others running.
Seen this in the logs as well

(3)(+0000000): Associated libraries are locked -- waiting 25000ms before next check

(3)(+0008735): Username not set before getting Zotero.Sync.Storage.WebDAV.password

Username and password are definitely set and correct.
Any suggestions are much appreciated.
Thank you.

adamsmith

Do you get an actual sync error displayed by Zotero, or just a rotating sync button?

If you're just getting a sync button, I'd try to keep this running a bit longer. Normally sync is quick, but at peak times it can occasionally delay. Also, is the user in any groups? That could increase the sync volume quite a bit.

Beyond that, Dan will want actual error and debug IDs:
https://www.zotero.org/support/reporting_problems#provide_a_report_id
https://www.zotero.org/support/debug_output#debug_output_logging

LDynamics

Just a rotating sync button. Did see the exclamation icon once stating another sync was already in progress.

Yes, the user is in a group. I will make sure they leave it open all day in case anything changes.

Thank you for the references I will be sure to get that.

LDynamics

It's been running for 4 hours and nothing has sync'd.

Report ID: 2128434772
Debug ID: D755551285

dstillman

If it's still happening (which it might not be), we'd need to know the username in question. (You can email it to support@zotero.org with a link to this thread if you don't want to post it here.)

LDynamics

Apparently it ran all night and sync'd by the morning.
I've never seen it take this long before though and when I tried with another user on that machine that has the same group library connected it was done in a few minutes. Should we make it a practice to wait 24 hours to let a sync run?

dstillman

I reset a few stalled syncs, likely including this one, when I posted. The upcoming Zotero 5.0 includes a new sync architecture that should avoid these sorts of hangs. In any case, there's certainly no need to wait 24 hours, but we do need usernames to debug sync problems.

dstillman

(Actually, come to think of it, in 5.0 a Debug ID for a sync attempt will usually be sufficient, because sync output will more clearly indicate the account in question. In 4.0 we often can't tell from a Debug ID alone what account it's for.)

LDynamics

Thank you.