systematic loss of the content of all attached files

Robert.bud
For the last week or so every document I have been adding to my group has become inaccessible in the way described. Until 7 November I had no problem and every attachment 'stuck'. I thought at first I had run out of memory on the cloud, but having increased capacity, problem persists. Attachment is shown but when clicked on I get the message: "the attached file could not be found. It may have been moved or deleted outside of Zotero."
  • dstillman
    http://www.zotero.org/support/kb/files_not_syncing
  • freeze
    This is a recent problem for me. Attached files get to the online Zotero library but are not sent on to the other computer. I think all my settings are correct. I have done the following as per the link in the previous post:

    If you've performed all these steps, see the file on the server, and still can't access the file on Computer B, then go to the Sync→Reset pane of the Zotero preferences on Computer B, choose Reset File Sync History, generate a Debug ID for a sync attempt and an attempt to open the file, and post the Debug ID

    The problem is that this works. The file appears on the other computer. No error or Debug ID is generated. What can I do to get this working again?
  • adamsmith
    To clarify - does "it works" mean it just works once and the problem then re-occurs when you try to sync normally?

    Also, re-read the instructions on debug:
    http://www.zotero.org/support/debug_output#debug_output_logging
    Zotero produces debug output for every operation.
  • freeze
    Yes, it just works once, then the problem re-occurs.
    I am only using Zotero on two computers. Whichever computer I use, attachments are saved correctly and uploaded to the Zotero online storage. But not downloaded to the other computer until I use ""Resynch File History"

    I will check out the debug link.

    Thank you
  • freeze
    My mistake. I followed debug instructions and clicked "Submit to Zotero Server".
    I did not notice on time that I had to save the debug ID and post it here. I will try to attach another file, and try again.
  • freeze
    OK. I did it again.

    Debug ID: D1845119428

    Thanks
    John
  • dstillman
    This appears to be output for uploading. If uploading works, this doesn't show anything useful—we would need a Debug ID for the first sync from the other computer that fails to download the newly uploaded file (before Reset File Sync History) and an attempt to open the file (which should fail).
  • Robert.bud
    I have found a way of sorting my problem which might apply to others. Under zotero preferences I went sync and then reset. I changed the reset to 'reset file sync history'.

    Everything was successfully recovered.
  • freeze
    If I click "Enable" for debug history, and then close Zotero, will it get a Debug ID for the first synch it does next time I open Zotero?
  • adamsmith
    What you should do is enable debug and then manually start a sync (click on the green round arrow on the top right of the Zotero pane).
    You don't want debug enabled for an unnecessarily long period of time, because it slows down Zotero (and produces a prohibitively large debug file).
  • freeze
    "we would need a Debug ID for the first sync from the other computer that fails to download the newly uploaded file (before Reset File Sync History) and an attempt to open the file (which should fail). "

    The Debug ID is D691809726
  • dstillman
    Should be fixed now.
  • freeze
    Yes. You did it. Thanks.
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