Upgrade StorageZotero 7 fail to launch on Windows 11
Hello! I work in IT support at a University where many users prefer Zotero! In testing Zotero 7 -both for new installations and upgrades from Zotero 6 - we have found that users are unable to open the app on Windows 11.
We have observed this behavior when installing Zotero using the EXE from the downloads page as well as installing Zotero through our enterprise software library.
Zotero Versions Tested: 7.0, 7.0.6, and 7.0.9. We have not tested any other versions of Zotero 7
Windows Versions: Windows 11 Enterprise 21H2, 22H2, and 23H2
Report ID from Zotero in compatibility mode: 1630450416
--> Note: I was unable to turn on debug logging before taking this error report, as the app wouldn't launch to do so
Report ID from Zotero in the normal mode: 1884243115
Behavior:
1. Zotero installer completes without error
2. User goes to launch Zotero 7 from their desktop - no process shows up in Task Manager
3. User then tries to launch Zotero 7 from the Start Menu - no process shows up in Task Manager
4. If you open a CMD window to c:\Program Files\Zotero and run zotero.exe, you get a blank line and a new > prompt. No process shows up in Task Manager.
5. If you open a CMD window with Administrative rights and go to c:\Program Files\Zotero and run zotero.exe, you get a blank line and a new > prompt. No process shows up in Task Manager
After all this, I do not see any log items with errors in the Event Viewer.
We have found a workaround that seems to solve this app launch issue permanently:
1. Right Click the Zotero shortcut on the Desktop -> Properties -> Compatibility
2. Check the box for "Run this program in compatibility mode for" and select "Windows 8" from the dropdown menu
3. Click Apply
4. Open Zotero via the Desktop, Start Menu, or by running the EXE from the install directory
5. Close Zotero
6. Right Click the Zotero shortcut on the desktop -> Properties -> Compatibility
7. Uncheck "Run this program in compatibility mode for"
8. Click Apply
9. Launch Zotero via the Desktop, Start Menu, or by running the EXE from the install directory
After this process, Zotero launches normally for that user. Other users on the system must perform this workaround as well.
I'm not sure what causes the issue or why the compatibility mode fix only affects the current logged in user, but I'm happy to troubleshoot further!
We have observed this behavior when installing Zotero using the EXE from the downloads page as well as installing Zotero through our enterprise software library.
Zotero Versions Tested: 7.0, 7.0.6, and 7.0.9. We have not tested any other versions of Zotero 7
Windows Versions: Windows 11 Enterprise 21H2, 22H2, and 23H2
Report ID from Zotero in compatibility mode: 1630450416
--> Note: I was unable to turn on debug logging before taking this error report, as the app wouldn't launch to do so
Report ID from Zotero in the normal mode: 1884243115
Behavior:
1. Zotero installer completes without error
2. User goes to launch Zotero 7 from their desktop - no process shows up in Task Manager
3. User then tries to launch Zotero 7 from the Start Menu - no process shows up in Task Manager
4. If you open a CMD window to c:\Program Files\Zotero and run zotero.exe, you get a blank line and a new > prompt. No process shows up in Task Manager.
5. If you open a CMD window with Administrative rights and go to c:\Program Files\Zotero and run zotero.exe, you get a blank line and a new > prompt. No process shows up in Task Manager
After all this, I do not see any log items with errors in the Event Viewer.
We have found a workaround that seems to solve this app launch issue permanently:
1. Right Click the Zotero shortcut on the Desktop -> Properties -> Compatibility
2. Check the box for "Run this program in compatibility mode for" and select "Windows 8" from the dropdown menu
3. Click Apply
4. Open Zotero via the Desktop, Start Menu, or by running the EXE from the install directory
5. Close Zotero
6. Right Click the Zotero shortcut on the desktop -> Properties -> Compatibility
7. Uncheck "Run this program in compatibility mode for"
8. Click Apply
9. Launch Zotero via the Desktop, Start Menu, or by running the EXE from the install directory
After this process, Zotero launches normally for that user. Other users on the system must perform this workaround as well.
I'm not sure what causes the issue or why the compatibility mode fix only affects the current logged in user, but I'm happy to troubleshoot further!
I have checked with our CSE admins, though, and none of the computers I tested on this morning have had any detections, quarantine events, or other actions taken. As far as CSE sees, the Zotero 7 app is totally fine.
If you're able to put us in touch with your contact there, please have them contact us at support@zotero.org so we can try to get this resolved for good.
I'll get with our antivirus admin and see what we can do