Files unavailable in Standalone, but work in web

sandrastein
Hello, this is the IT provider for this particular user, and across multiple users they are having issues accessing certain files. When 1 user cannot access a specific file from one of their reading rooms, another person can, and vice versa through the stand alone.

When opening the same file from the web(logging into the zotero site, not using web plugins), it opens fine and everything works normally. Uninstalling and reinstalling with a resync did not seem to fix it.

We do not know this program, and are unsure as what to troubleshoot next. We appreciate any ideas/assistance, thanks!
  • sandrastein
    To add more info:
    The only files they access are from a reading group. They do not use their personal storage, and i imagine there is 1 user hosting the "reading group" files. We did check into the troubleshooting article but it seemed like it was for individual users. Thanks!
  • aurimas
    See https://www.zotero.org/support/kb/files_not_syncing and if you've already tried what it says, see the bottom of that page regarding the Debug ID we would need.
  • sandrastein
    edited July 15, 2015
    I tried a resync, even after disabling their AV. Disabling their AV no longer gave a sync error(looked like it was trying to write an image file in a temp folder) and performed the reset sync, however they still received the error again.

    So far from my observations this is with the SAME files across everyone's units. I asked for a file that could open on one and not the other, and they could not locate one for troubleshooting purposes unfortunately

    Here is the debug ID for that specific file: D1722721479
  • dstillman
    edited July 15, 2015
    C:\Users\[...]\AppData\Roaming\Zotero\Zotero\Profiles\u9muwia3.default\zotero\storage\78AZM6GP\[...].pdf
    This file hasn't actually be uploaded to the server, so it wouldn't be accessible online (or any computer than the one on which it was created). See the Files Not Syncing steps.

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