Upgrade StorageError accessing synced files on iPad despite unlimited Zotero storage
Hi everyone, I hope you're doing well.
I have the unlimited Zotero storage subscription, and in the app, I have always kept the "Sync attachment files in group libraries using Zotero storage" option selected under "File Syncing." However, I have been experiencing difficulties accessing my files on the iPad. Every time I try to open a file that should be stored in Zotero's cloud, I get the following error message: "Error: The attached file is not available in the online library. Please check that the file has synced on the device where it was added."
I no longer know what else to do, and I don't know if this issue is happening only to me, but I have found it extremely difficult — if not impossible — to get in touch with Zotero's technical support.
I have the unlimited Zotero storage subscription, and in the app, I have always kept the "Sync attachment files in group libraries using Zotero storage" option selected under "File Syncing." However, I have been experiencing difficulties accessing my files on the iPad. Every time I try to open a file that should be stored in Zotero's cloud, I get the following error message: "Error: The attached file is not available in the online library. Please check that the file has synced on the device where it was added."
I no longer know what else to do, and I don't know if this issue is happening only to me, but I have found it extremely difficult — if not impossible — to get in touch with Zotero's technical support.
I verified that the issue is not limited to my iPad. I am also unable to access the attached files from my MacBook, my iPhone, and even through Zotero's web library.
When I attempt to open the files on other devices or via the browser, only the item metadata is available — the actual attachment is missing.
Additionally, on my MacBook, Zotero attempts to locate the file locally and displays the error:
"The attached file could not be found at the following path... It may have been deleted or moved outside of Zotero."
This suggests that the attachment was not uploaded to Zotero's servers at all, despite correct sync settings and an active Unlimited Storage subscription.
Please let me know how to proceed. Thank you!
That page also has a link to Files Not Syncing, which is what you should follow for this. If you're still having trouble, provide the info requested there.
Thank you for your previous guidance. I followed the instructions provided in the "Files Not Syncing" documentation and reset the file sync history. However, the problem persists: I am still unable to access the attached files on my iPad, MacBook, iPhone, or Web Library.
To clarify, the attached files open normally on my main computer (iMac), where they were originally added. It seems they were never uploaded to the Zotero servers.
I have now generated a Debug ID after opening an attached file locally and syncing:
Debug ID: D831423074
Could you please advise on the next steps to ensure that the files are properly uploaded to Zotero Storage and become available across all devices?
Thank you very much for your help!