PDFs not saving to Zotero using Extension - Error Message

katielysakowski · November 6, 2022

Hi -

I have had trouble saving articles for the past few days using the google chrome extension. I keep getting the following message:

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

I have updated my version (now have the latest 6.0.17) and restarted but continuing to get the same message.

I have cleaned out my library so have space available.

Working on a MacBook Pro.

Any help?

adamsmith · November 6, 2022

Start here: https://www.zotero.org/support/troubleshooting_translator_issues

katielysakowski · November 6, 2022

Hi Adam, thanks for this. I have run through all these issues (updated everything, uninstalled, reinstalled, etc.), but still not able to save PDFs. I did see that there was trouble with Mac's which is why there was a new version released a few days ago, so wonder if something is still glitchy...

adamsmith · November 6, 2022

check the last step -- we need all the info there, starting most importantly with one or more URLs

katielysakowski · November 6, 2022

Sorry, thanks for flagging.

https://www-tandfonline-com.proxy.lib.sfu.ca/doi/pdf/10.1080/07481180490432315?needAccess=true

The Debug ID is D523710237.

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

When I hover over extension (step 10) it just says: "Save to Zotero (PDF) Has access to this site"

katielysakowski · November 6, 2022

Other URLs

https://www-tandfonline-com.proxy.lib.sfu.ca/doi/pdf/10.1080/07481180490432315?needAccess=true

https://www-tandfonline-com.proxy.lib.sfu.ca/doi/pdf/10.1080/07481187.2016.1257885?needAccess=true

adamsmith · November 6, 2022

dstillman will need to look at the debug -- if you see the PDF in your browser, it should certainly save, though FWIW, it's generally recommended to save from the abstract page, i.e.
https://www-tandfonline-com.proxy.lib.sfu.ca/doi/full/10.1080/07481180490432315 (though I'd suspect you also wouldn't get a PDF attached there, which it does on a working set-up)

dstillman · November 8, 2022

@katielysakowski: Can you provide a Debug ID from Zotero (rather than the connector) for trying to save?

katielysakowski · November 9, 2022

D866121324

I believe this is the correct ID.

This time the trouble was different than the error I was receiving earlier this week.

katielysakowski · November 9, 2022

The Debug ID is D1566980609.

This is a subsequent ID after getting a different error message.

dstillman · November 10, 2022

www-sciencedirect-com.proxy.lib.sfu.ca:443 uses an invalid security certificate.

The certificate is not trusted because the issuer certificate is unknown.
The server might not be sending the appropriate intermediate certificates.
An additional root certificate may need to be imported.

Your institution's proxy server is broken. You'll want to report this to your IT department, since they'll need to fix it. Send them to this page, which explains the technical details:

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

They can see for themselves that the problem is identified ("Chain issues: Incomplete") in the SSL Labs test mentioned on that page.

rbos · November 23, 2022

Hi, I'm responsible for proxy.lib.sfu.ca. I did recently (a couple months ago) renew the SSL certificate, and basically just pasted what digicert gave us, so maybe they didn't give us the intermediate cert as part of the package. I'll read up on it a bit.

rbos · November 23, 2022

Okay, I think i've added the intermediate certificate to our chain in the software. Give it a try now. The SSL labs test is no longer showing 'incomplete'.

dstillman · November 24, 2022

Yes, it looks fine now.