Chrome extension saves citation but not PDF or snapshot

blademagic
Hi,

I've been using Zotero on Chrome for a while now. However, I've just recently noticed that it does not save the entirety of the data that pops up. This happens on some sites and not others, but I've noticed it to happen pretty much always on ScienceDirect or Wiley papers.

I am proxied over my school, so I have full access to the papers and can read them fine online. However, when I click the connector, the snapshot and "Full Text PDF" options are greyed out (e.g. https://i.imgur.com/SbG0ZiL.png). In the Zotero application, the metadata is taken, but there is no snapshot or PDF. I believe that this has only begun happening recently because I have sources from a couple months ago that do have the snapshot/PDF, and which I know for sure I did not do anything differently to get it (e.g. https://i.imgur.com/kMVubdp.png).

One thing that I can do is to open the PDF download from online, after which the Chrome connector turns into a PDF symbol and I can click it. Zotero then enters the PDF and scrapes the metadata from that to generate an entry.

I know that it's not like a big problem, but I just like to have the files downloaded or a snapshot so that I don't have to worry about not being able to access those sources if I don't have internet. Is there a way to fix this issue?

Thanks in advance.


  • dstillman Zotero Team
    It's likely a problem with your proxy server — the fact that they're gray but not actually succeeding (turning black) or failing (showing a red X) suggests that the downloads from the Zotero app are hanging.

    Can you provide a Debug ID from Zotero (not the Connector) for a save attempt where this happens?
  • blademagic
    Thank you for the quick response! The Debug ID is D1714116655. Hopefully I did it correctly. I do think you are correct though, as when I tried to save without the proxy, it worked (for the snapshot as the PDF was not available).
  • dstillman Zotero Team
    www-sciencedirect-com.proxy.lib.[…]:443 uses an invalid security certificate.

    The certificate is not trusted because the issuer certificate is unknown.
    The server might not be sending the appropriate intermediate certificates.
    An additional root certificate may need to be imported.
    Yep, your institution's proxy server is misconfigured. Your IT department will need to fix this. You can point them to the "Missing Intermediate Certificate" section on this page for details:

    https://www.zotero.org/support/kb/incomplete_cert_chain
  • blademagic
    Thanks! I certainly will. This used to work, so they probably changed some things and never realised.

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