User canceled primary password entry error message

kmilliet · August 23, 2024

I have not used Zotero since 2018 and am trying to join a group library for a research project. As I no longer have access to the email that was used to originally create the account, I created a new account with a new email and re-installed the app. Whenever I try to sync I get the error message "User canceled primary password entry" and I am unable to access the group library that has been created. I read a post about setting preferences in the profile directory but the folder does not seem to exist on my computer?

dstillman · August 23, 2024

First, while it's not related to this, you don't need to create a new account. Just email us at support@zotero.org with more details and we can help restore your access to the old account.

For this error, can you make a ZIP of your Zotero profile folder and email it to support@zotero.org with a link to this thread?

After that, try deleting key4.db and logins.json and then restarting Zotero. But please do send first if you can.

dstillman · August 27, 2024

@kmilliet: We received your email, but don't worry about not being able to send a ZIP.

We've narrowed this down to a problem in very old profiles. Zotero 7.0.3, now available, should repair this and prompt to restart. After restarting, it should be fixed. Let us know if not.