Android App - Download issue

iceberg987
Dear Support Team,

I hope you're doing well. I'm reaching out for help with your Zotero Android app (ver. 1.0.0-247) – documents won't download from cloud storage (stuck at 0%). The desktop version works fine, and the files are definitely in the cloud.

I've already tried reinstalling the app, loging out and clearing the cache, but nothing helped.

I'd really appreciate your advice on what I can do next. Please let me know if you need any details about my device or OS version.

Thank you for your time!
  • dstillman Zotero Team
    See Files Not Syncing for what we need to debug.
  • iceberg987
    Thank you!
    Here is the debug ID:
    D642916447
  • dstillman Zotero Team
    Can you provide one from app startup through a file download attempt using the "Start Logging on Next App Launch" option?
  • iceberg987
    While I was capturing logs, the Zotero app crashed and provided an error ID: 1165363235.

    Start Logging on Next App Launch: D2098944852.
  • dstillman Zotero Team
    That shows a normal startup sync. It doesn't show an attempt to open a file.
  • iceberg987
    I used "Start Logging on Next App Launch", restarted the Zotero App, tried to open 5 different files and then copied ID. Was it right?
    D2122942223
  • dstillman Zotero Team
    Are you able to load https://zoterofilestorage.s3.us-east-1.amazonaws.com/test in a browser on your Android device? It should say "OK".
  • iceberg987
    Yes, it said OK.
    When I download files from my Android device to Zotero, I can open them from any device. But it doesn't work in the opposite direction. Moreover all files I was working with on my Android app disappeared from Android Zotero (I can see the titles but can't open the files anymore, although they are still available in the desktop app) and I can't download them back from Zotero cloud (((
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