User canceled master password entry

MeenakshiPhD
I reinstalled zotero on my desktop after the version wouldn't update and it was syncing for 15 mins before it suddenly stopped and is saying the password is not correct. However it is the same password I have inputed in the web version to send this message!!
  • dstillman
    Can you provide a Report ID?
  • Levi.W
    I have the same problem.
    Report ID:762813151
  • dstillman
    edited August 25, 2024
    [JavaScript Error: "NS_ERROR_FAILURE: Couldn't decrypt string" {file: "jar:file:///Applications/Zotero.app/Contents/Resources/omni.ja!/components/crypto-SDR.js" line: 179}]
    Likely either a permissions problem in your Zotero profile directory or security software interfering (the latter less likely on a Mac). Check the permissions in that folder to make sure your user account has full read and write privileges. You can also try deleting cert9.db, key4.db, and logins.json and restarting Zotero.
  • hmaxim
    Report ID: 1725575367
    I am trying to sync on my new Mac but keep getting the message "User canceled primary password entry." I've checked the permissions folder to the profile directory and have full read and write privileges and also deleted cert9.db but still getting the message. Running Zotero 7.0 on Safari 17.6. Any help much appreciated
  • dstillman
    @hmaxim: Have you used Zotero on this computer previously, or is this a new installation? Did you transfer files from another Mac?
  • hmaxim
    it's a new installation. Files were transferred from the cloud
  • dstillman
    edited August 9, 2024
    What do you mean by "Files were transferred from the cloud"? What files, and transferred how?

    Try deleting your Zotero profile folder — you can delete the whole "Profiles" folder containing the profile folder and profiles.ini — and letting Zotero create a new one.
  • hmaxim
    Files were transferred that are unrelated to Zotero as part of the initial setup of the new Mac. Sorry for the confusion. Once the new Mac was configured, I downloaded Zotero and then ran into this problem. Have not tried creating a new Zotero profile yet
  • dstillman
    But did you use Zotero on your older Mac? If so, and you used Migration Assistant, that could have transferred your previous profile folder.

    In any case, try deleting the profile folder.
  • hmaxim
    Yes, it worked fine on old Mac. Not sure what happened but the sync just worked. Strange but good news. Thank you.
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