Zotero Not Syncing - internet connection

jarhed
Hello,

My Zotero has just stopped syncing. I get the red circle exclamation on the left of the green arrow circle. It states "Error connecting to server. Check your internet connection". However, I have internet connection.

I added Zotero to my list of "allowed" incoming connections - problem still persists.

I tried troubleshooting by following Zotero's instructions. I click the More Information button, and it sends me to "Error connecting to server. Check your Internet connection." (https://www.zotero.org/support/kb/connection_error) in Zotero website. I tried disabling my firewall, restarting Zotero - problem still persists. I went to Zotero Preferences > Advanced Pane to look for Config Editor. However, I don't see Config Editor.


I use a Mac and have used Zotero on this Mac for more than a year now and never encountered this problem.

Thanks in advance!
  • adamsmith
    Which Zotero version are you using? The Config Editor has moved around some, but it's definitely in the advanced pane of the preferences.

    That said, you shouldn't need it if you're not using a proxy server. Have you checked your certificate as per the last link on the troubleshooting screen?
  • jarhed
    The Zotero version I'm using is 5.0.88. And I don't know how to check the certificate.
  • adamsmith
    https://www.zotero.org/support/kb/ssl_certificate_error has fairly straightforward instructions with further links (generally documentation pages rely heavily on links to provide explanations or further instructions -- don't ignore them). If something isn't clear, you'd need to say what and we can explain.
  • jarhed
    edited June 28, 2020
    Sorry, this is a very simple question. I'm following the instruction on https://www.zotero.org/support/kb/site_certificate_info to view the issues.

    I am seeing Issue by: Apple and there is no Issue to: line.

  • adamsmith
    On the left of the URL/Address bar. See https://imgur.com/pnHS422 for a screenshot
  • jarhed
    edited June 28, 2020
    Found it. Thanks. Sorry, was late in replying. I see Issue by: Let's Encrypt Authority X3 but no Issue to: line.
  • adamsmith
    You're seeing "Issued by" Apple for zotero.org (i.e. once you've navigated to zotero.org and clicked the padlock icon there)? That's not right.

    What do you see on other sites like google.com?

  • jarhed
    edited June 28, 2020
    Sorry, I later went to Zotero.org and got this: Issue by: Let's Encrypt Authority X3

    Afterwards, I went to my Zotero app > Preferences > Advanced to look for Config Editor. But I can't find Config Editor in that window. Please see: https://imgur.com/a/R0cumJO
  • adamsmith
    OK, so that's right.

    Let's return to the issue of proxies: Do you know if you're using a proxy server to connect to the internet? Do you manage your own computer/internet connection or is this maintained by corporate/institutional IT?
  • jarhed
    It's maintained by an institutional IT - university.
  • jarhed
    I'm following the instruction (https://www.zotero.org/support/kb/ssl_certificate_error) 3.II. And I'm guessing that my institution is blocking Zotero's access to the internet. So, I contacted my school's IT Department to see if they can unblock Zotero.

    Am I correct in this?
  • dstillman
    edited June 28, 2020
    I would focus on Connection Error, not SSL Certificate Error. It's more likely to be a proxy issue. It's not about blocking Zotero.
  • jarhed
    Yeah, however, I can't see the Config Editor in the Advanced panel of Zotero Preferences. Do you have any idea why this is and where I can go to find this Config Editor. I've been searching the Zotero app and can't seem to find it.
  • dstillman
    There's a Config Editor button right in the screenshot you posted above.
  • jarhed
    OMG, I'm so sorry. I didn't read well. That fixed the problem. Thank you!
  • dstillman
    What did you have to change, out of curiosity?
  • jarhed
    I had to change a value to a 4. I tried searching for what that value was, but I can't seem to find it.
  • dstillman
    Yep. From the Connection Error page:
    By default, Zotero uses any manually entered proxy servers or a proxy auto-config (PAC) URL in your system proxy settings. It does not automatically use Web Proxy Auto-Discovery (WPAD), or “Auto Proxy Discovery” on macOS, even when enabled in the system settings.
    To use WPAD, you must set network.proxy.type to 4.
  • jarhed
    Ahh. That yes. Thank you so much for the help!

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