Error Report ID: 1694117220

mgerstenberger
Chrome extension is not saving pdf files.
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  • mgerstenberger
    Here is another error report: 1025571618
  • dstillman Zotero Team
    Can you say more about what exactly you're trying and what's happening?
  • mgerstenberger
    When I access an article through my university's online library, and then I attempt to save the pdf to zotero using the chrome zotero extension, I get this error message:

    "An error occurred while saving this item. Try again, and if the issue persists see Getting Help for more information."

    This has been happening for most sites, including Sagepub and JSTOR. Here is the most recent article I was trying save:
    https://journals-sagepub-com.ezproxy.lib.utah.edu/doi/pdf/10.1177/1741143213510502

    The chrome extension used to work perfectly, then it started working intermittently, now rarely.

    I have downloaded the most recent version of Zotero, have tried removing and redownloading the zotero extension for chrome, and have disabled other chrome extensions.

    Thank you for your help!
  • dstillman Zotero Team
    edited December 29, 2020
    Are you trying to save from the article page or from the PDF itself? While the latter may work in some cases, in general you should always be saving from the article page. The PDF will automatically be added if you have access to it.
  • mgerstenberger
    Generally I get directed to a preview of the article and then to view the article there is a button that says "download pdf." When I click on that, the full article opens in a new tab. It used to work to then save the pdf from that separate tab.

    When I try to save from the webpage itself: https://journals-sagepub-com.ezproxy.lib.utah.edu/doi/full/10.1177/1741143213510502

    It saves a snapshot of the page, but not of the full article pdf.
  • mgerstenberger
    Here is an example of the article pdf page from JSTOR:
    https://www-jstor-org.ezproxy.lib.utah.edu/stable/pdf/10.1086/683292.pdf?refreqid=excelsior:d7bca2aab604a71cb12b72efd2767917

    This is what opens in a new tab when I click "download pdf"
    It is not downloaded to my computer.

  • mgerstenberger
    I was able to save a pdf from this site:
    https://www-sciencedirect-com.ezproxy.lib.utah.edu/science/article/pii/S1747938X1830304X

    When I saved directly from the site, it saved a snapshot and a pdf.
    When I clicked on download pdf and opened the pdf in a new tab, the chrome extension also save the pdf.

    Although yesterday I was not able to download Science Direct articles.
  • mgerstenberger
    Here is the error message I get when I try to save directly from the article page on Sagepub or JSTOR: "An error occurred saving with SAGE Journals. Attempting to save using Embedded Metadata instead."
  • dstillman Zotero Team
    edited December 29, 2020
    Again, you want to save from the article page, not the PDF. Saving from the PDF will work on some sites — I can't test at the moment to confirm whether the above PDFs should work — but it's not something you should count on. (Sometimes, when the site itself can't be identified from the PDF URL, it will just save the file to Zotero and Zotero will retrieve metadata, which works but isn't the recommended workflow. Other times it will detect the site but just fail to actually save, because the necessary information isn't in the URL, which is the only place Zotero could get it.)

    If you're getting save errors from article pages across many sites, go through Troubleshooting Problems Saving to Zotero in full.
  • mgerstenberger
    I get this error message when attempting to save from the article page:
    "An error occurred saving with SAGE Journals. Attempting to save using Embedded Metadata instead."

    It is happening across many sites, though it sometimes works intermittently.

    I just went through the "Troubleshooting Problems Saving to Zotero"

    Here is my debug output: The Debug ID is D902963412.
  • dstillman Zotero Team
    edited December 29, 2020
    [JavaScript Error: "HTTP GET https://doi.org.ezproxy.lib.utah.edu/doiRA/10.2307/25760183 failed with status code 0"]
    If you go to the Proxies pane of the Zotero Connector preferences and click on your proxy entry (ezproxy.lib.utah.edu), is "Automatically convert between dots and hyphens in proxied hostnames" unchecked? If so, check it and try again, and provide another Debug ID if it's still failing.
  • mgerstenberger
    The "Automatically convert between dots and hyphens in proxied hostnames" box is checked.

    Here is another Debug ID: D1705774096
  • mgerstenberger
    Saving directly from the article page seems to work for ProQuest but not for JSTOR or Sagepub.
  • adamsmith
    edited December 29, 2020

    When I try to save from the webpage itself: https://journals-sagepub-com.ezproxy.lib.utah.edu/doi/full/10.1177/1741143213510502

    It saves a snapshot of the page, but not of the full article pdf.
    Well, but this should certainly work and does for me -- it saves full metadata and attaches the PDF when going through a similar proxy access. So do run through the troubleshooting steps (i.e. https://www.zotero.org/support/troubleshooting_translator_issues) for this particular page and if they don't fix things, report all information requested in the final step.
    (this overlapped with several messages, so ignore for now)
  • dstillman Zotero Team
    edited December 29, 2020
    (3)(+0000001): Translate: resolving URL https://doi.org/doiRA/10.1086/683292

    (3)(+0000001): Translate: resolved to https://doi.org/doiRA/10.1086/683292

    (3)(+0000002): Translate: proxified to https://doi.org.ezproxy.lib.utah.edu/doiRA/10.1086/683292
    @mgerstenberger: Do you have more than one proxy entry in the preferences? This will definitely fail, and will fail across many sites — these need to be converted to use hyphens for the proxied domains to be valid URLs. If you click on ezproxy.lib.utah.edu, do you see an entry for doi.org in the Hostnames section below?

    Can you go to the Advanced pane of the connector preferences, copy the full value for proxies.proxies, and email it to support@zotero.org with a link to this thread?
  • mgerstenberger
    The only entry in the proxy entry is ezproxy.lib.utah.edu. I do not see any entries in the Hostnames section when I click on it.

    In the Advanced pane, I do not see "proxies.proxies" - where exactly should I look?
  • dstillman Zotero Team
    The only entry in the proxy entry is ezproxy.lib.utah.edu. I do not see any entries in the Hostnames section when I click on it.
    Wait, you don't? It's empty?
    In the Advanced pane, I do not see "proxies.proxies" - where exactly should I look?
    Sorry, click Config Editor.
  • mgerstenberger
    Yes, the Hostnames section is empty.
  • mgerstenberger
    I have just emailed the value in "proxies.proxies"
  • dstillman Zotero Team
    OK, I'm a bit confused, because the entry you sent 1) definitely has hostname entries and 2) definitely has the hyphen preference disabled.

    Can you restart your browser and check the preferences again, and email us a screenshot of that section if you're still seeing something different?
  • mgerstenberger
    Ok will do. Thank you.
  • mgerstenberger
    Just emailed screenshots of what the Proxies section looks like on my end.
  • dstillman Zotero Team
    No, you're looking in the wrong place. You need to actually click on the proxy entry to see the relevant configuration section with "Hostnames" — the "Enabled Hostnames" box in the General pane is completely unrelated (that's under "Automatic File Importing", as you can see).
  • mgerstenberger
    Ah, ok now the hyphen preference is unchecked and I do see a bunch of sites in the Hostnames box:

    www.jstor.org
    utah.primoprod.hosted.exlibrisgroup.ocm
    www.sciencedirect.com
    journals.sagepub.com
    www.proquest.com
    search.proquest.com

    Should I check the hyphen preference and try again now?


  • dstillman Zotero Team
    Yes.
  • mgerstenberger
    Hmm it is still not working for Sagepub or JSTOR. Here is the debug ID: D1877854633

    Here is the webpage: https://journals-sagepub-com.ezproxy.lib.utah.edu/doi/full/10.3102/0013189X14557889

    When I click on the save to zotero icon, it has a red X next to "Sage PDF Full Text"
  • dstillman Zotero Team
    OK, but that's different — now it's saving metadata but just the PDF is failing. For that we'd need a Debug ID from Zotero (rather than the connector) for a save attempt where the PDF fails.
  • mgerstenberger
    Debug ID for JSTOR: D664209434

    Website: https://www-jstor-org.ezproxy.lib.utah.edu/stable/24571321?seq=1#metadata_info_tab_contents
  • mgerstenberger
    Ok here is the Debug ID from Zotero: D856103495
  • dstillman Zotero Team
    JavaScript Error: "www-jstor-org.ezproxy.lib.utah.edu:443 uses an invalid security certificate.
    OK, your university's proxy server is misconfigured, and you'll need to report this to your library or IT department. You can point them to this page, which explains the technical details:

    https://www.zotero.org/support/kb/incomplete_cert_chain

    As explained there, they can confirm that the proxy server is misconfigured by checking a domain like www-jstor-org.ezproxy.lib.utah.edu with the linked SSL Labs test, which will show an incomplete certificate chain with expired bundled certificates. This is 100% an error on their part, and they'll need to fix it.

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