sync not successful

gary.shapiro
edited May 31, 2017
I installed standalone Zotero (latest version) and attempted to sync with online library. My library successfully uploaded into the standalone program, but with an error.

Error code: 162577729

I am using Windows 7 Enterprise on a 32-bit OS.

Error:
[JavaScript Error: "no element found" {file: "https://gary.shapiro:********@api.zotero.org/users/513330/items/XQSH9JF8/file?auth=1&iskey=1&version=1&info=1" line: 1}]

[repeated lines removed — D.S.]

version => 4.0.29.17, platform => Win32, oscpu => Windows NT 6.1, locale => en-US, appName => Zotero, appVersion => 4.0.29.17, extensions => Zotero LibreOffice Integration (3.5.12.SA.4.0.29.17, extension), Zotero Word for Windows Integration (3.5.6.SA.4.0.29.17, extension), Adobe Acrobat (11.0.18.21, plugin), ActiveTouch General Plugin Container (3014.2.2017.127, plugin), Google Update (1.3.33.5, plugin), Silverlight Plug-In (5.1.50906.0, plugin), Java(TM) Platform SE 7 U80 (10.80.2.15, plugin), Java Deployment Toolkit 7.0.800.15 (10.80.2.15, plugin), Aspera Web (3.6.5.53469, plugin), Shockwave for Director (12.2.8.198, plugin)

Thanks...
  • dstillman
    What's the message?
  • dstillman
    Generally speaking: https://www.zotero.org/support/kb/file_sync_errors
  • gary.shapiro
    Thanks for your quick reply. I am setting up a new computer at a new job so am unsure if the security settings or proxy settings might be the issue.

    The error I am receiving is: A file sync error occurred. Please try syncing again.

  • dstillman
    Yeah, see what it says there — particularly for a new installation, it's only an issue if it's happening immediately at the beginning of each sync, with no file sync progress being made.
  • gary.shapiro
    It happens at the end of each sync, not at the beginning. What do you mean by "its only an issue if it's happening immediately at the beginning of each sync"? Does this mean the sync is in fact successful?

    Thanks
  • dstillman
    See the explanation on the linked page.
  • gary.shapiro
    The problem is not intermittent, it happens every time I sync.

    The problem does not occur at the beginning of the sync, it happens at the end.

    I do not see the blue progress bar? Where can I find it on the standalone program screen?

    Since this is a work computer I can not modify the security settings or proxy settings.

    Do you have any additional suggestions?

    Thanks.
  • dstillman
    Can you provide a Debug ID for a sync attempt that produces the error?
  • gary.shapiro
    The Debug ID is D1039761336.
  • dstillman
    S3 returned 0
    It looks like your connection to Amazon S3 is being blocked. This would be an issue with your computer or network.

    Can you access https://s3.amazonaws.com/zoterofilestorage/test in your browser?
  • gary.shapiro
    When I click on the link provided it says "OK".
  • dstillman
    OK, well, that's the same address used by Zotero, so it's possible that security software on your computer is preventing non-browser programs from accessing certain sites or there's some sort of proxy configuration in use in your browser that's different from the system-wide settings. You'll need to check with your IT department — there's nothing Zotero can do if it's being blocked.

    You can also check the Site Certificate Info for that address, though if that were the issue it would generally be a different error in Zotero. But for the S3 URL above it should say that it's issued by DigiCert.
  • gary.shapiro
    For the s3 URL above the certificate is issued by: ca.takeda.goskope.com. It doesn't say DigiCert anywhere. But it does say that it is a valid certificate.

    Takeda is my company.
  • dstillman
    edited May 31, 2017
    Oh, OK, so then that's your company intercepting/monitoring your secure traffic, and for some reason you're not getting an appropriate error in Zotero.

    That's explained on this page. Specifically for your case:
    If you are in an institutional environment, ask your network administrator if they have installed a “custom root certificate” in your browser. If so, you can try either using Zotero for Firefox instead or following the certificate override instructions for Zotero Standalone, but be aware that in either case your connection to Zotero is being intercepted and possibly monitored.
    The full version of Zotero for Firefox is being discontinued soon, so you'll have to try the certificate override instructions.
  • gary.shapiro
    The page you directed me to says: Zotero Standalone does not currently provide a graphical way to whitelist self-signed certificates or custom root certificates, as is possible in Firefox.

    Does that mean I can't sync with Standalone but have to use Firefox instead. But because Zotero for Firefox is being discontinued I can't use that either?

    Thanks
  • dstillman
    No — the rest of the page explains what to do.
  • dstillman
    edited May 31, 2017
    In order to copy the files (one time) from Firefox, though, you'll need Firefox installed and configured to connect via your network — not sure if that's the case for you.

    You're really best off talking to your IT folks. They're intercepting secure traffic on your network, and they should help you configure other software to work with that.

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