Sync problem - related to certificate?

librarycausdg
I'm not able to export the Zotero error Report ID. I am on Windows 11, using Zotero 6.0.36 (latest version approved for use on my network).

I noticed recently that my Zotero client stopped syncing. Clicking the ! icon: Zotero could not make a secure connection.
https://s3.amazonaws.com/zotero.org/images/forums/u7851346/21cw1akcqukq0h8zzrbf.png

Based on the error message it seemed like some sort of certificate problem. I have very few permissions on my work computer, but my local IT says that they have tried the troubleshooting steps listed in the KB with no success:
https://www.zotero.org/support/kb/ssl_certificate_error
https://www.zotero.org/support/kb/cert_override

They have also checked the firewall and there are no blocks for Zotero.

I have confirmed that other Zotero users on our network are having this issue as well. Any advice is greatly appreciated. Thank you!
  • dstillman Zotero Team
    edited yesterday at 10:36pm
    Start by upgrading to Zotero 7 from the download page. Zotero 6 is no longer supported.

    If you're still having trouble after that, can you provide the certificate info you see for https://api.zotero.org ?

    [Edit: Well, I see you said that's the latest version you can install. We can still look at the site certificate info, but there's nothing else we can do at this point for problems in Zotero 6. And it certainly wouldn't make sense from a security standpoint for your organization to stay on an old, unmaintained version based on an outdated Firefox version.]
  • dstillman Zotero Team
    But also, if this is indeed an intercepted connection, those certificate override instructions are correct, and if it's not working, your IT department didn't perform them correctly (e.g., by using the right Firefox ESR version for Zotero 6). In any case, you'd really need to upgrade to a current version for us to help.
  • librarycausdg
    Thank you for your response.

    I will submit the required paperwork to use Zotero 7 on our network, but that process takes several months.

    When I check the certificate info, it's not issued by Amazon, likely a conflict with my work ID certificates. Could you direct my local IT to any potential solutions for this?

    Thank you again for taking the time to respond.
  • dstillman Zotero Team
    edited today at 2:54am
    The solution is exactly what we document on the page you linked to and that I reference above:

    https://www.zotero.org/support/kb/cert_override

    They would just have to do it correctly (which for Zotero 6 at this point requires using a very old version of Firefox to generate the file).
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