"Connecting to the update server"

mh
The system hangs when I check for updates. The "Connecting to the update server" message shows, and nothing happens after that.
  • dstillman
    Are you connected through a proxy server?
  • mh
    No; a regular wireless Comcast connection.
  • dstillman
    You should nevertheless check your system proxy settings to make sure nothing is enabled. Also provide a Report ID, if you can — and if not, you can paste the output of the error report here.
  • lucia.lykke
    I'm having the same problem as mh. Dan, what do you mean by "check your system proxy setting to make sure nothing is enabled"?
  • adamsmith
    on Windows, the "system proxy settings" are (for all practical purposes) the proxy settings set in Internet Explorer under Internet Connections.
    See here for more technical details: http://superuser.com/a/29828/361865

    On Mac it's under System Preferences --> Network --> Advanced --> Proxies.
  • lucia.lykke
    Thanks adamsmith.

    I'm using a mac. I'm still not sure what I'm looking for here; is it this? In the box titled "bypass proxy settings for these hosts & domains," it says: "*.local, 169.254/16"
  • dstillman
    No, that doesn't affect updates. Are any other proxy options enabled in that dialog? What do you see if you check the site certificate info for zotero.org in your browser?
  • christine.mueller
    I'm facing the same problem as mh and lucia.lykke, using a Mac as well, no proxies enabled. The update concerns the locally installed Zotero, so I am not sure which site certificate info I could check. Can anyone help?
  • adamsmith
    Follow the link for the site certificate info: https://www.zotero.org/support/kb/site_certificate_info

    The site is zotero.org -- the steps let's you check whether you're seeing the correct certificate for Zotero. Malware, some security software, (as well as some proxy servers) can change the certificate and thus break the connection.
  • christine.mueller
    Thank you, adamsmith. Finally, I understood what to do.

    The certificate shows "Verified by: Let's Encrypt" which should be right, according to the information Zotero provides when following your link.
  • dstillman
    @christine.mueller: Can you provide a Report ID?
  • christine.mueller
    Yes. It's pretty some lines. Should I copy and paste everything here or is it the first or last error report line which is relevant?
  • dstillman
    The Report ID is just a number.
  • christine.mueller
    Thank you, got it now.
    My Report-ID: 696698738
  • dstillman
    5.0.54
    You're running an ancient version of Zotero (from 2018), so it looks like this has been broken for you for years. Just install a new version from the download page.
  • christine.mueller
    Thank you. I know, it is broken since two years, but now it became a problem. My problem was that I cannot update.

    One last question stupid question: do I need to delete the installed version of Zotero from my computer before I install the new one?
  • dstillman
    No, you can just install the new version.
  • christine.mueller
    Did it and it's working now.
    Thank you for your support.

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