Login does not resolve in desktop app

enuff
edited today at 2:54pm
I received a new company-managed laptop and tried to login to Zotero to enable synching. After logging in, the WebSocke receives a "loginComplete" event, but the desktop app does not update to a logged-in status. Any help is greatly appreciated

https://s3.amazonaws.com/zotero.org/images/forums/u7925882/vzkchgo0knrwgwp94rzq.png

[output removed — D.S.]
  • dstillman Zotero Team
    edited today at 1:58pm
    Can you provide an actual Debug ID for this? (We always want an ID rather than raw output.)
  • enuff
    Thank you for your quick reply, the debug ID is D747579778
  • dstillman Zotero Team
    edited today at 2:55pm
    [JavaScript Error: "NS_ERROR_FAILURE: Couldn't decrypt string" {file: "resource://gre/modules/crypto-SDR.sys.mjs" line: 197}]
    decrypt@resource://gre/modules/crypto-SDR.sys.mjs:197:26
    _decryptLogins@resource://gre/modules/storage-json.sys.mjs:1056:39
    findLogins@resource://gre/modules/storage-json.sys.mjs:706:19
    findLogins@resource://gre/modules/LoginManager.sys.mjs:353:26
    _getAPIKeyLoginInfo@chrome://zotero/content/xpcom/sync/syncLocal.js:409:36
    setAPIKey@chrome://zotero/content/xpcom/sync/syncLocal.js:72:29
    Zotero.Sync.Runner_Module/this.checkLoginSession@chrome://zotero/content/xpcom/sync/syncRunner.js:1665:36
    linkAccount@chrome://zotero/content/preferences/preferences_sync.js:238:30


    [JavaScript Error: "NS_ERROR_ABORT: User canceled primary password entry" {file: "resource://gre/modules/crypto-SDR.sys.mjs" line: 137}]
    Is this a new computer with no previous Zotero profile, or did you copy files from another computer?

    Can you go to your Zotero profile folder and provide a screenshot of all the files, including file timestamps?

    After that, you can try closing Zotero and deleting cert9.db, key4.db, and logins.json from the profile folder.

    If it still fails, this may be due to security software on the computer. Possible it could even be an organizational Firefox policy (e.g., to enable primary password usage) that's leaking into Zotero.
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