526296197 "error e.xmlhttp is undefined" while adding reference

zvonna
Hello,
I use macbook air (macOS Mojave version 10.14.5)
I was working without problem, suddenly when I add the references in my document (french language) it sends me this error: "error e.xmlhttp is undefined". ID number for error report is 526296197
How can I solve the problem?
Thanks
  • dstillman
    Can you provide a Debug ID (different from a Report ID) for a sync attempt that produces the error?
  • zvonna
    Thank you. the debug ID is D1582262817.
  • dstillman
    edited September 29, 2019
    (1)(+0006742): HTTP POST https://zoterofilestorage.s3.amazonaws.com/ failed with status code 0

    (2)(+0000000): Channel status was 2152398850

    (1)(+0000002): Unexpected file upload status undefined (1/…)

    (1)(+0000002): Error: XMLHttpRequest has timed out after undefinedms
    Are you running security software, connecting via a restricted work network, or connecting via Tor or a VPN that Amazon might block? Your uploads to Amazon's cloud storage are failing.
  • zvonna
    No, I don't use any of them. I can still add references in the document but there is always an icon like an exclamation mark in red background besides the synchronisation icon.
  • zvonna
    I have paid recently to add storage.
  • dstillman
    If you load https://zoterofilestorage.s3.amazonaws.com/test, do you see "OK"?
  • zvonna
    Yes
  • dstillman
    edited September 29, 2019
    Is this a laptop? If so, can you try syncing from a different network?
  • zvonna
    Yes it is a laptop. Do mean from another laptop or PC?
  • dstillman
    No, a different network. As in, can you take the laptop somewhere where you can connect to the internet a different way?

    Uploads to Amazon servers are failing for you, and it's likely that something either on your computer or the network is causing them to fail.
  • zvonna
    No at the moment I can not. can I do it from my cellphone? it has another internet network.
  • dstillman
    Yes, though if it works it may use a bit of data, since it's trying to upload files. But you can cancel the sync after 30 seconds or so if it seems to be working (and you can generate a Debug ID so we can verify that some files were uploaded successfully). You can hover over the sync button while it's syncing to see progress.
  • zvonna
    I don't know how to debug on mobile version. it is ZotEZ2
  • dstillman
    No, it would have to be from Zotero on your laptop, just connected to a different network.
  • zvonna
    I can connect to different network just with my cellphone. for laptop it is not possible now
  • zvonna
    But I thought that I used zotero cloud storage not amazone
  • dstillman
    I thought that I used zotero cloud storage not amazon
    Zotero uses Amazon (like most of the rest of the internet).
    I can connect to different network just with my cellphone. for laptop it is not possible now
    OK, I thought you meant tethering via your cell phone. If you can't do that, you'll need to wait until you can connect the laptop to another network.

    Basically, something outside of Zotero is breaking Zotero's ability to upload to Amazon. This isn't a problem in Zotero itself. You can determine whether it's your computer or the network by connecting the laptop to a different network.
  • zvonna
    Ok thanks, I will do that.
  • dstillman
    @zvonna: Sorry, there actually was a problem with longer uploads in the 5.0.75 beta builds. This should be fixed in 5.0.76, available now.
  • zvonna
    Yes it works. Thank you.
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