Can't resolve translator error message

Lorne Huston
I recently started receiving an error message when I attempt to download bibliographical information into Zotero. I am not able to connect this problem to a specific cause.
I get the error message when I use Zotero for Firefox but does not occur when I use the standalone version for Chrome.
The error message asks me to check the page on known translator problems. I have done this and have ruled out the following problems.
1. I have the latest Zotero version : (4.0.23.1) in French
2. I have an up-to-date verion of Firefox (34.0.5) in French
3. I see an address bar icon for Zotero
4. When I allow my cursor to hover over the address bar icon, I see the correct translator indicated.
5. I see no known translator issues about the site I am using. I use this site often and am able to download from it using the standalone version of Zotero with the Chrome browser.
6. I do not receive an error message when I attempt to download the bibliographical information from Amazon.com but the reference is not imported.
7. My system clock is set to the correct time and time zone.
8. My privacy settings are set to remember navigation history.
9. I have disabled all extensions except Zotero
Exemple of a URL from a page that isn’t working.
http://mcgill.worldcat.org/title/david-bierk-photomontages/oclc/166686283&referer=brief_results

Here is the error report:
PAC file installed from http://proxy.umontreal.ca:443/
[JavaScript Error: "NS_ERROR_NOT_INITIALIZED: " {file: "http://embed.scribblelive.com/embed/v7.aspx?id=990482&themeid=20252" line: 7}]
[JavaScript Error: "NS_ERROR_NOT_INITIALIZED: " {file: "http://embed.scribblelive.com/embed/v7.aspx?id=990482&themeid=20252" line: 7}]
[JavaScript Error: "NS_ERROR_NOT_INITIALIZED: " {file: "http://embed.scribblelive.com/embed/v7.aspx?id=990482&themeid=20252" line: 7}]
[JavaScript Error: "ReferenceError: gBrowser is not defined" {file: "about:blank" line: 312}]
[JavaScript Error: "trans.doImport is not a function" {file: "C:\Users\CLIENT\AppData\Roaming\Mozilla\Firefox\Profiles\z145xhh9.default-1391640886869\zotero\translators\Open WorldCat.js" line: 158}]
[JavaScript Error: "ReferenceError: gBrowser is not defined" {file: "about:blank" line: 312}]

version => 4.0.23.1, platform => Win32, oscpu => Windows NT 6.1; WOW64, locale => fr-FR, appName => Firefox, appVersion => 34.0.5, extensions => Italian dictionary (3.4.0, dictionary), Canadian English Dictionary (2.0.10, dictionary), Italiano (IT) Language Pack (34.0, locale), Codec vidéo OpenH264 fourni par Cisco Systems, Inc. (1.1, plugin), Shockwave Flash (15.0.0.246, plugin), Microsoft Office 2013 (15.0.4545.1000, plugin), Services de sécurité Vidéotron Portefeuille (17.29.0, extension, disabled), LibX (2.0.15861.0, extension, disabled), DownloadHelper (4.9.24, extension, disabled), QuickTime Plug-in 7.7.6 (7.7.6.0, plugin, disabled), Adobe Acrobat (11.0.10.32, plugin, disabled), Google Update (1.3.25.11, plugin, disabled), Google Talk Plugin (5.38.6.0, plugin, disabled), Google Talk Plugin Video Renderer (5.38.6.0, plugin, disabled), Microsoft Office 2013 (15.0.4514.1000, plugin, disabled), Agent de services Vidéotron (5.9.9.3417, plugin, disabled), Citrix Online Web Deployment Plugin 1.0.0.104 (1.0.0.104, plugin, disabled), Java(TM) Platform SE 7 U67 (10.67.2.1, plugin, disabled), Java Deployment Toolkit 7.0.670.1 (10.67.2.1, plugin, disabled), VLC Web Plugin (2.1.3.0, plugin, disabled), Silverlight Plug-In (5.1.30514.0, plugin, disabled), iTunes Application Detector (1.0.1.1, plugin, disabled), Picasa (3.0.0.0, plugin, disabled), Google Earth Plugin (7.1.2.2041, plugin, disabled), Foxit Reader Plugin for Mozilla (2.2.3.703, plugin, disabled), CANON iMAGE GATEWAY Album Plugin Utility for IJ (4.0.0.0, plugin, disabled), Windows Live™ Photo Gallery (15.4.3508.1109, plugin, disabled), Zeon Plus (2.0.0.0, plugin, disabled)
The Report ID is 905590587
  • dstillman
    4.0.23.1 isn't the latest version. Upgrade to Zotero 4.0.24.1.
  • adamsmith
    Most people who still have old Zotero versions and can't update are seeing this issue:
    https://www.zotero.org/support/kb/addon_could_not_be_downloaded
  • Lorne Huston
    When I attempt to download the most recent version of Zotero 4.0 for Firefox, I see the download progression bar but at the very end of the process, I receive an error message which says that the extension cannot be download because the connection cannot be established with www.zotero.org. When I go to zotero.org and enter my username and password, I can connect with no problem.
  • Lorne Huston
    After rereading the comment by adamsmith, I checked the link he suggested. It is true that I changed my Internet service provider recently. This company (Videotron.ca) provides its own network security software. I will check with them to see what they have to say on this issue.Thank you for your prompt responses.
  • Lorne Huston
    I checked with my new ISP and we temporarily disabled the antivirus software and the firewall. I then rebooted Firefox but I was still unable to download bibliographical information to Zotero and I was also unable to download the latest version of Zotero as explained in my previous post.
    How is it possible that I am not able to connect to download the latest zotero software but that I am able to connect to my zotero account?
  • Lorne Huston
    My latest error report reads as follows:
    PAC file installed from http://proxy.umontreal.ca:443/
    1418856312014 addons.xpi WARN Download of https://download.zotero.org/extension/zotero-4.0.24.1.xpi failed: [Exception... "Certificate issuer is not built-in." nsresult: "0x80004004 (NS_ERROR_ABORT)" location: "JS frame :: resource://gre/modules/CertUtils.jsm :: checkCert :: line 168" data: no] Stack trace: checkCert()@resource://gre/modules/CertUtils.jsm:168 < AI_onStopRequest()@resource://gre/modules/addons/XPIProvider.jsm:5380 < <file:unknown>
    [JavaScript Error: "ReferenceError: gBrowser is not defined" {file: "about:blank" line: 312}]
    [JavaScript Error: "trans.doImport is not a function" {file: "C:\Users\CLIENT\AppData\Roaming\Mozilla\Firefox\Profiles\z145xhh9.default-1391640886869\zotero\translators\Open WorldCat.js" line: 158}]

    version => 4.0.23.1, platform => Win32, oscpu => Windows NT 6.1; WOW64, locale => fr-FR, appName => Firefox, appVersion => 34.0.5, extensions => Italian dictionary (3.4.0, dictionary), Canadian English Dictionary (2.0.10, dictionary), Italiano (IT) Language Pack (34.0, locale), Codec vidéo OpenH264 fourni par Cisco Systems, Inc. (1.1, plugin), Shockwave Flash (15.0.0.246, plugin), Microsoft Office 2013 (15.0.4545.1000, plugin), Services de sécurité Vidéotron Portefeuille (17.29.0, extension, disabled), LibX (2.0.15861.0, extension, disabled), DownloadHelper (4.9.24, extension, disabled), QuickTime Plug-in 7.7.6 (7.7.6.0, plugin, disabled), Adobe Acrobat (11.0.10.32, plugin, disabled), Google Update (1.3.25.11, plugin, disabled), Google Talk Plugin (5.38.6.0, plugin, disabled), Google Talk Plugin Video Renderer (5.38.6.0, plugin, disabled), Microsoft Office 2013 (15.0.4514.1000, plugin, disabled), Agent de services Vidéotron (5.9.9.3417, plugin, disabled), Citrix Online Web Deployment Plugin 1.0.0.104 (1.0.0.104, plugin, disabled), Java(TM) Platform SE 7 U67 (10.67.2.1, plugin, disabled), Java Deployment Toolkit 7.0.670.1 (10.67.2.1, plugin, disabled), VLC Web Plugin (2.1.3.0, plugin, disabled), Silverlight Plug-In (5.1.30514.0, plugin, disabled), iTunes Application Detector (1.0.1.1, plugin, disabled), Picasa (3.0.0.0, plugin, disabled), Google Earth Plugin (7.1.2.2041, plugin, disabled), Foxit Reader Plugin for Mozilla (2.2.3.703, plugin, disabled), CANON iMAGE GATEWAY Album Plugin Utility for IJ (4.0.0.0, plugin, disabled), Windows Live™ Photo Gallery (15.4.3508.1109, plugin, disabled), Zeon Plus (2.0.0.0, plugin, disabled)

    Report ID = 2074952173
    Thank-you kindly for your help.
  • aurimas
    It's sort of explained in adamsmith's link. Firefox adds additional security when installing extensions to reduce the risk of malicious attacks. Follow those instructions and tell us what you see for certificate info on zotero.org.
  • Lorne Huston
    I have a French-language interface:
    When I click on the padlock for certificate info and then on the tab “authorizations”, I see:
    Cookies and data for this site:
    Zotero.org : 16 authorizations 0 blocked
    Others: authorized, 0 blocked
    When I click on the link “Show the cookies and the data for this site” I see the following list
    The following cookes were authorized when you consulted this page:
    Zotero.org
    www.zotero.org
    There were no cookies that were blocked.
    Thank you for your assistance.
  • aurimas
    If you just hover over the padlock it will tell you who verified the certificate.
  • adamsmith
    When you click on the padlock it should say something like "Verified by: ..." we need to know what exactly. This is the padlock at the left of the URL bar, immediately to the left of https:// right here on this page.
  • Lorne Huston
    I'm sorry. I was in Chrome when I did my last verifications.
    I am now in Firefox.
    When I hover over the padlock it says:verified by RadialPoint.
  • adamsmith
    Yeah, that's not right. You need to figure out what "RadialPoint" is and disable it entirely or, potentially just its SSL "monitoring"
  • adamsmith
    If you used to be with AT&T, apparently they provid(ed) the AT&T security suite, so that's a possibility.
    This needn't be something new on your computer. The added Firefox security feature is recent.
  • Lorne Huston
    I don't understand your answer.
    I was with Bell Telephone in Quebec Canada. They may have some kind of a partnership with At&T. I'm not sure. I am no longer with them. I am now with Videotron which is a major provider in Quebec but not so much in the rest of Canada or in the USA. Still, I disabled the software they provided and the issue remained with Firefox. Everything works okay with chrome but I prefer the browser version. For one thing, I can control the "Zotero library" on my hard disk to which the information the information is downloaded.

    When you say the added Firefox security feature is recent, what does this mean that I should do?
  • Lorne Huston
    There is a site radialpoint.com but I do not know how to search it to find the answer to my problem.
  • adamsmith
    We try to explain this in the clearest possible terms in the link I post above:
    Some piece of software installed on your computer intercepts/monitors all traffic that goes through secure (SSL/HTTPS) connections.
    Since the same thing can be a function of malicious software, Firefox prevents you from installing or updating add-ons while that is the case.

    The software that does that in your case is called "RadialPoint" -- you may be able to find it on your computer under that name, under "Zero-Knowledge Systems" but it's also possible that it has another name. This could have been installed on your computer at any time and needn't be related at all to your internet service provider (though it could be).
    That's the best I can tell you - you can try finding someone at your ISP who actually knows a bit about their technology to see if it's theirs or not.
  • Lorne Huston
    I completely uninstalled the antivirus software that comes with my new ISP provider and tried to download bibliographic information from a site that I use regularly. It still did not work. But when I hovered over the padlock, it now says verified by GeoTrustInc.
    Where can I go to disable this interceptor?
    I will have to leave this for today. I no longer have antivirus software installed. I will close down now until tomorrow morning. If you have a chance to answer before then, I would appreciate it.
    Best wishes.
    Lorne
  • aurimas
    At this point you should be able to update Zotero, which will fix the issues you're having with metadata imports.

    Clearly you will want to reinstall an antivirus. You could reinstall the same one and figure out what setting to disable to prevent it from intercepting your secure connections (otherwise you'll run into the same issue with the next Zotero update). alternatively, you can find an antivirus that's more commonly used and provides better support.
    I prefer the browser version. For one thing, I can control the "Zotero library" on my hard disk to which the information the information is downloaded.
    just FYI you cab do the same thing with Zotero Standalone and Zotero Chrome connector.
  • Lorne Huston
    Just a word of thanks to aurimas and adamsmith and the other people who helped me through this process. I was able to install the new version of Zotero and then reinstall my antivirus software and now everything works perfectly in the Firefox integrated version. Assistance much appreciated.
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