Error Report: 915485605

jscottcoe
I simply can't get sync to work. Please help.
«1
  • dstillman
    edited August 27, 2010
    Meaning what, exactly? Did you restart Firefox and/or your computer and try again?
  • jscottcoe
    Constantly. The error message seems to be all RSS feeds, so I'm uninstalling any add-ons that have to do with RSS and restarting, then try to sync again.
  • dstillman
    As the error reporting wizard says, errors that show up in the report don't necessarily have anything to do with Zotero—most likely they're entirely unrelated. So ignore them.

    But you haven't actually said what the problem is.
  • dstillman
    Also, you have a couple items on the server that were created three hours ago.
  • jscottcoe
    Sorry, thought the error report gave the details. I have a very large Zotero library that I would like to now be able to access and update on different computers. I've never been able to sync successfully--I've always thought because of the size of the library. When I try to sync, the arrow rotates for about 20 minutes and then gives me the error message. I'm not sure what to do next, and I'm scared to try any of the reset options because of the work I've put into this library. So I'm stuck. Should I try setting up another account?
  • dstillman
    What's the error message?

    You have very many Firefox extensions uninstalled, which may be preventing error the actual error message from coming through in the report.

    Do not use the reset options or set up a new account.
  • dstillman
    And what's "very large"? How many items?
  • jscottcoe
    "Empty response from server. Please try again in a few minutes."

    I just sent another report, looks the same to me but just in case: 379969840

    What's my next step?
  • dstillman
    You didn't answer my questions above, but provide a Debug ID for a sync attempt that generates an error.
  • dstillman
    edited August 27, 2010
    For what it's worth, from what I can tell on the server, you appear to just be getting a tag-too-long error over and over. Fixing this should be as simple as clicking the sync icon, which should pop up a wizard in Zotero to deal with the problematic tag.

    If you're not seeing that on your end, something in between (proxy, security software, other Firefox extension, etc.) may be interfering with the response. A Debug ID might give some indication as to why it's not working. I'd also try disabling all your other Firefox extensions.
  • jscottcoe
    I followed the instructions, 751832 lines logged, clicked "Submit to Zotero Server" and, after some time, got the following popup:

    "The server returned an error. Please try again."

    Re questions: I restarted both FF and Z but problem persists. 1949 items.
  • dstillman
    Clear the output and start it again once hovering over the sync icon shows "Upload accepted — waiting for sync server" (but before you get the error).
  • jscottcoe
    Re popup wizard, I am not seeing that on my end. Will disable all other extensions and try again (tomorrow).

    Re trying again, it never says "upload accepted", only "uploading data to sync server" and "getting updated data from sync server" (this is where it seems to freeze the most). I'll try to send you the report in the morning.
  • jscottcoe
    Tried to send the report, got the same message: "The server returned an error. Please try again."

    The sync error still reads "Empty response from server. Please try again in a few minutes." New Error Report ID: 1706147468.
  • dstillman
    You're still trying to send too much data, then. Clear the debug output, enable it only when you see "Uploading data to sync server", and then disable it as soon as you get the error. There should be far fewer lines, which you should be able to upload.

    But you should still try disabling your other extensions—if you're getting an empty response from the server (which as far as I can tell is not sending an empty response), this isn't likely not a problem in Zotero itself.
  • jscottcoe
    Done, with all extensions disabled.

    Debug ID is D1110236263.
  • dstillman
    Are you connecting via a proxy server, VPN software, security software, etc? Is this a laptop, where you could try from a different network? This does not look like a problem in either the Zotero server or client—the Zotero server is sending a response that the client isn't receiving.

    You might also try clearing the Firefox browser cache or trying in a new Firefox profile.
  • dstillman
    edited August 28, 2010
    There's something a bit odd about your debug output, though. You are receiving the tag error I noted above—the only reason Zotero isn't presenting a wizard to fix it is that the wizard isn't shown for an auto-sync. But to get that error back at all the client has to receive the response that's empty later, so at least one is getting through. So temporarily disable auto-sync in the Sync pane of the Zotero preferences, restart Firefox, and try making your first sync a manual sync.

    You still shouldn't get an empty response for subsequent syncs, but that might at least let you get one sync through to the server.
  • jscottcoe
    edited August 28, 2010
    I'm now on my new netbook (ZaReason, Ubuntu 10.04 LTS Remix preinstalled). I transferred over my Zotero files from my external drive, so Zotero on this computer contains all my references.

    I tried to sync--again, for the first time, with a brand new Zotero install--and I got the same error. Error Report ID: 173115759

    I tried the debug, and got the same 750K+ lines of data. I'll try the shorter timeframe debug and see if I can submit to server.

    The only thing that remains the same are the profile files that I copied over and my home wireless network--do you think it could be the latter?

    EDIT: just saw your note--all the syncs described above have been manual syncs. I am only using a home wireless network, nothing fancy. I will try from a different network
  • jscottcoe
    More information: I went ahead and tried a Restore to Zotero Server, same error, Report ID: 819300806. In case you can't get the report, here it is:

    [JavaScript Error: "labelGetUbuntu is null" {file: "chrome://ubufox/content/overlay.js" line: 82}]

    [JavaScript Error: "[Exception... "'Tag 'Giorgio (1942- ); Subject Work: Homo sacer (1995);&' too long' when calling method: [nsIDOMEventListener::handleEvent]" nsresult: "0x8057001e (NS_ERROR_XPC_JS_THREW_STRING)" location: "" data: no]"]

    [JavaScript Error: "[Exception... "'Tag 'Giorgio (1942- ); Subject Work: Homo sacer (1995);&' too long' when calling method: [nsIDOMEventListener::handleEvent]" nsresult: "0x8057001e (NS_ERROR_XPC_JS_THREW_STRING)" location: "" data: no]"]

    [JavaScript Error: "[Exception... "'Tag 'Giorgio (1942- ); Subject Work: Homo sacer (1995);&' too long' when calling method: [nsIDOMEventListener::handleEvent]" nsresult: "0x8057001e (NS_ERROR_XPC_JS_THREW_STRING)" location: "" data: no]"]

    [JavaScript Error: "[Exception... "'Tag 'Giorgio (1942- ); Subject Work: Homo sacer (1995);&' too long' when calling method: [nsIDOMEventListener::handleEvent]" nsresult: "0x8057001e (NS_ERROR_XPC_JS_THREW_STRING)" location: "" data: no]"]

    [JavaScript Error: "[Exception... "'Tag 'Giorgio (1942- ); Subject Work: Homo sacer (1995);&' too long' when calling method: [nsIDOMEventListener::handleEvent]" nsresult: "0x8057001e (NS_ERROR_XPC_JS_THREW_STRING)" location: "" data: no]"]

    [JavaScript Error: "[Exception... "'Tag 'Giorgio (1942- ); Subject Work: Homo sacer (1995);&' too long' when calling method: [nsIDOMEventListener::handleEvent]" nsresult: "0x8057001e (NS_ERROR_XPC_JS_THREW_STRING)" location: "" data: no]"]

    [JavaScript Error: "[Exception... "'Empty response from server. Please try again in a few minutes.' when calling method: [nsIDOMEventListener::handleEvent]" nsresult: "0x8057001e (NS_ERROR_XPC_JS_THREW_STRING)" location: "" data: no]"]
  • dstillman
    I can't really say much more than that this is highly unlikely to be an issue with Zotero itself, but you can generate the full debug output, save the output to a text file, ZIP it, and send it to support@zot....org, and I'll take a look.
  • dstillman
    Also, that error output above shows six sync attempts before the empty response—unless those were auto-syncs, you should be seeing a tag wizard. Have you actually disabled auto-sync?
  • jscottcoe
    Some progress. I tried the sync again this morning to generate a debug report to save and send, as requested. For the first time, the sync said "Upload Successful"! It kept cycling between "upload accepted", "uploading data to sync server" and "getting updated data from sync server" for about 2 hours before finally giving me the same error message.

    When I clicked "View Output" to save the debug info, it opened a blank Firefox window without any data showing. I was unable to find a way to view the debug output so that I could save as a text file, zip, and send, as requested. I did, however, go to my data directory and saw that some files (zotero.sqlite-journal and zotero.sqlite) had been updated today. I zipped these files and sent to you, just in case they can help (I was unable to open them with any programs on this computer).

    I sent a new Zotero Error Report, ID: 1173322305.

    Re auto-sync, I checked and the box is definitely unchecked.
  • dstillman
    edited August 29, 2010
    Your database isn't going to be helpful, and they were likely too big to send via e-mail anyway. (I haven't received them, at least.)

    Just generate debug output for a few minutes of the cycling you describe, ZIP the output, and send it to us.
  • jscottcoe
    You're right, it was too big. I have done as you suggest and this time was able to save and send the debug output as a text file.
  • dstillman
    Still not sure why you're seeing the empty response (which wasn't included in the debug output) on your end, but I'll focus on the tag issue for now.

    Restart Firefox, create a tag (or just pick an existing tag you don't need), delete that tag by right-clicking on it in the tag selector in the bottom left, and then sync. Then, if you still get an error, provide another Report ID.
  • dstillman
    You should also check your database integrity in the Advanced pane of the Zotero preferences.
  • jscottcoe
    Checked database integrity--no errors were found.

    Deleted existing tag and synced. Got an error, Report ID: 698227285.

    Note: I rarely use tags, but many tags have been added to sources through the university library from which I have downloaded most of my sources (the tags are automatically downloaded from library catalog subject categories). Should I delete all tags that I am not using?
  • dstillman
    There are no Zotero errors in that report. Restart Firefox, sync, and send in another error report if you get an error.
  • jscottcoe
    Done. Error Report ID: 1626153690

This is an old discussion that has not been active in a long time. Instead of commenting here, you should start a new discussion. If you think the content of this discussion is still relevant, you can link to it from your new discussion.