Zotero 7 won't open on Windows [caused by Cisco Secure]
Updated from Zotero 6 to 7. Installation completed successfully, but Zotero won't start. When I double-click the icon or select from the start menu, nothing happens. I tried uninstalling completely, deleting the C:/Program Files(x86)/Zotero folder and then reinstalling the 64-bit version. Same problem. Uninstalled and installed the 32-bit version. Same problem. Multiple computer restarts, both in between and after installations, also have not changed anything. Any ideas?
Running Windows 11 on a Surface Pro 7. Zotero 6 worked great before.
Running Windows 11 on a Surface Pro 7. Zotero 6 worked great before.
What happens if you start from the command line with debug output logging?
https://www.zotero.org/support/debug_output#logging_to_a_terminal_window
and
"C:\Program Files (x86)\Zotero\zotero.exe" -ZoteroDebugText -console
but nothing shows up in the console.
And yes, it is an institutional computer so does have non-standard security software. I have admin rights though and have installed and used many other software on it before, including Zotero 6.
Beyond that, what exactly happens when you start it from the console? Does the process close immediately and put you back at the command line?
No one else has reported this, so you may need to try temporarily disabling security software (or excluding Zotero from it) to see if that helps. If you can't do that, you'd want to start by checking its logs to see if it logged anything about Zotero.
I am getting the exact same behavior on the computers where I work. Will not open, tried uninstalling cisco amp, does not help. Zotero 6 works fine.
Run with Windows 8 compatibility mode once, can turn it off and it will still run fine...
Any other fixes?
We'll trying to figure out what the Cisco software is doing that's causing this to happen and why running Zotero once in compatibility mode fixes it.
If anyone can find a log file or error message from Cisco Secure (Endpoint?) that actually refers to blocking the Zotero app from running, please send to support@zotero.org.
@elwom: Thanks. By all accounts you should be able to turn compatibility mode off now as well.
But if I check the secure endpoint web console it does not specifically say anything is blocked. I will try to dig into it more and find how cisco is blocking it
For anyone affected, if possible, please ask your IT department to contact us at support@zotero.org so we can try to figure out what's going on here.
https://s3.amazonaws.com/zotero.org/images/forums/u13374959/vc1d229qd6jrkqnp21al.jpg
https://s3.amazonaws.com/zotero.org/images/forums/u13374959/ea66csfdp7lom5g3rqg9.jpg
https://s3.amazonaws.com/zotero.org/images/forums/u13374959/w6ns3zrxgwgjh2k6oz8e.jpg
OK, if you're still seeing this, please try the latest Zotero beta and let us know if that fixes it for you.(We can't test this ourselves, so unfortunately we need to guess here until we're able to speak with somebody at Cisco, but we've made a change that might help.)
My main install is the release version. I've already applied the compatibility mode fix there, and it doesn't transfer to the ZIP version, so I can continue to test betas in ZIP form. Unfortunately, my institution's IT department is not in a position to help investigate this issue. :(
If anyone is still seeing this, please restart your system and try again, and let us know if you're still having trouble.
Hi,
doesn't seem fixed. I have just installed Zotero 7.0.5 x64 on my PC running the newest version of Cisco Secure Client 8.4.2.30317 (released yesterday) and the issue still exists. In the console, Cisco gives the Zotero.exe a threat score of 64, which is medium range.
(sorry for posting on the second thread for this problem, but the other one is two weeks old. If this is a problem, my comment may of course be merged into the other thread)
Regards