Sync error with new account

carlos.mp
Hi,

I recently decided to switch from a different ref manager to Zotero. I created a new Zotero account and imported my libraries from the old RM into the desktop Zotero library (in my work iMac) without issues.

I've now tried to set this up in my Macbook and find that the 2 desktops are not syncing, even though both are definitely logged into the same account with the sync options checked within the Zotero preferences. Upon checking, the online version of the library (in zotero.org) also appears empty, so I'm guessing the root of the issue might be in syncing between the original desktop library and the online account (hope this makes sense). I really need a RM that works across multiple device for working while traveling or from home so if anyone has any suggestions to troubleshoot this I'd really appreciate it

Thanks
  • carlos.mp
    Update: An error report has been submitted with ID 232166409 from the original device.
  • tnajdek
    This is a report ID which unfortunately isn't helpful here. Please follow the steps listed here:

    https://www.zotero.org/support/kb/changes_not_syncing
  • carlos.mp
    Yes, of course, I went through that checklist first:
    - All my collections are listed within 'My Library'
    - The correct account is linked both on the desktop and online version
    - Sync is selected – when going into 'Choose Libraries' only one item (My Library and Feeds) is listed and that's also selected.
    - I'm not getting a sync error. It just simply seems to be doing nothing.
  • tnajdek
    edited December 2, 2022
    Last step on that list is to post a Debug ID here (which is different from Report ID, as explained on the linked page).
  • carlos.mp
    Ah my bad, sorry.

    Debug ID is: D699393830

    Something else I just noticed is that when hovering over the 'refresh' icon in the top right corner it says 'Last sync: Not yet synced'. That's even though the preferences are set to sync automatically, and also doesn't change if I click that button or right-click in my library to 'Sync'
  • tnajdek
    I don't see a sync attempt in the debug output. Please follow these steps exactly:
    (e.g., making a change to an item in the online library that doesn't appear in Zotero, or vice versa), along with a description of what's not transferring. Start debug output logging before making the change and keep it going until the sync has ended.
  • carlos.mp
    Hi. I've reattempted this, updating some of the metadata in an entry and syncing. Debug ID is D157704072. However, I doubt this will reflect any attempts to sync, as the 'refresh' button to sync with Zotero.org, still says 'Last sync: not yet synced'. And my web library is completely empty. Both the desktop and online accounts are logged in with the same username and the sync options are turned on, so I'm stumped as to what the issue might be!
    Thanks!
  • adamsmith
    What exactly happens when you click on the green sync icon? Does it spin? Does a Window open? Do you see a red exclamation mark next to the icon?
  • carlos.mp
    It doesn't seem to do anything – it becomes shaded while I'm pressing it but doesnt spin or come up with any message. I've tried rebooting the Zotero desktop and after that, at re-launch it did spin and said 'preparing to sync'. Now at least the web library seems to have been at least partially populated... but somehow the desktop still says 'not yet synced' and it won't do anything when I try to refresh it again. I did another bug report after this reboot just in case (ID: D1225911975). I wonder if due to some bug it'll only sync when rebooted? Thanks
  • dstillman
    edited December 12, 2022
    None of these show syncing, though you're getting some odd timeouts. Can you provide a Debug ID for Zotero startup through 10 minutes or so of the initial auto-sync, using the "Restart with Logging Enabled…" option?
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