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--- kb:files_not_syncing [2019/03/13 22:48] – dstillman
+++ kb:files_not_syncing [2019/04/17 14:11] – Linked files don't sync dstillman
@@ Line 1: / Line 1: @@
 ==== Why am I getting the message "Attached file could not be found. It may have been moved or deleted." when I try to open a file on a synced computer?====
-If [[:sync#file_syncing|file syncing]] isn't set up or working properly, files may be missing on some of your synced computers. Follow these steps to diagnose and fix the problem:
+If [[:sync#file_syncing|file syncing]] isn't set up or working properly, or you've reached your online file storage quota, files may be missing on some of your synced computers. Follow these steps to diagnose and fix the problem:
   - Make sure the attachment file is accessible from Zotero on at least one of your computers. We'll refer to the computer with the file as Computer A and the computer that doesn't as Computer B.
+  - Make sure the attachment is stored within your Zotero data directory, not linked to a location elsewhere on your disk. Zotero syncs stored files; linked files need to be synced outside of Zotero. Linked files are indicated by a chain in the attachment icon.
   - Make sure Computer A has file syncing enabled and is syncing properly. If there's a sync error, indicated by an error icon to the left of the green sync icon in the Zotero toolbar, files may not be transferred. Resolve the sync error by clicking the sync error icon. Read the message and follow the instructions to see if syncing completes correction. If you need help, please [[:reporting_problems|report the error]] on the [[/forum|Zotero forums]].
   - If you're not getting a sync error on Computer A, verify that the file has been uploaded to the server. The steps vary depending on whether you're using [[:storage|Zotero storage]] or WebDAV:
@@ Line 11: / Line 12: @@
   - If the file has been uploaded but is still inaccessible from Computer B, there may be a problem on that computer. Check the file sync settings in the Sync pane of the Zotero preferences to confirm that they match the settings on Computer A. For example, if one computer is set to use Zotero Storage and another is set to use WebDAV, or if they're configured with different Zotero accounts (for personal library files) or different WebDAV URLs, files won't transfer between the two.
   - Sync Computer B and check if there's a sync error. If so, you'll need to resolve that before file syncing will work.
-  - 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_output#debug_output_logging|Debug ID]] for the next sync attempt and an attempt to open the file, and post the Debug ID to the [[/forum|Zotero forums]]. **Do not** use the other options in the Reset pane.
+  - 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_output#debug_output_logging|Debug ID]] for the next sync attempt and an attempt to open the file, and post the Debug ID to the [[https://forums.zotero.org|Zotero Forums]]. **Do not** use the other options in the Reset pane.
 {{tag>kb sync}}