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reporting_problems [2022/08/01 16:54] – [Reporting Startup Errors] dstillmanreporting_problems [2024/04/21 00:16] (current) – [2. Provide Steps to Reproduce] dstillman
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 If you're not able to provide a Report ID, be sure to include your operating system and [[kb:zotero version|Zotero version]] in your forum post. If you're not able to provide a Report ID, be sure to include your operating system and [[kb:zotero version|Zotero version]] in your forum post.
 +
 +**Alternative:** If you're reporting a reproducible problem with a particular operation, a [[debug_output|Debug ID]], which logs activity over a specific period of time, may be more useful than a Report ID. It's always fine to provide a Debug ID instead of a Report ID if you think it might be helpful, but you can also wait for a Zotero developer to request one.
  
 === Zotero Connector === === Zotero Connector ===
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 If you're experiencing a problem with the Zotero Connector, before restarting the browser, open the Zotero Connector preferences: If you're experiencing a problem with the Zotero Connector, before restarting the browser, open the Zotero Connector preferences:
  
-  * **Chrome:** Right-click on the "Save to Zotero" button and click Preferences, or type %%chrome://extensions%% into the address bar, press Enter, click "Details" under Zotero Connector, and then click "Extension options".+  * **Chrome:** Right-click on the "Save to Zotero" button and click Preferences/Options, or type %%chrome://extensions%% into the address bar, press Enter, click "Details" under Zotero Connector, and then click "Extension options".
   * **Safari:** Right-click anywhere on a webpage and select "Zotero Preferences..."   * **Safari:** Right-click anywhere on a webpage and select "Zotero Preferences..."
   * **Firefox:** Type about:addons into the address bar, press return, and click the “Preferences” button next to the entry for “Zotero Connector”. Click on the "Advanced" Tab.   * **Firefox:** Type about:addons into the address bar, press return, and click the “Preferences” button next to the entry for “Zotero Connector”. Click on the "Advanced" Tab.
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 === Zotero for iOS === === Zotero for iOS ===
  
-Providing a Report ID isn't currently possible on iOS.+Providing a Report ID isn't currently possible on iOS, but you can provide a [[debug_output#zotero_for_ios|Debug ID]] for a specific action.
 ==== 2. Provide Steps to Reproduce ==== ==== 2. Provide Steps to Reproduce ====
  
-The best way to help us fix a problem is to explain exactly what's happening and how to consistently reproduce it: if you can, there's a very good chance we can fix it quickly or tell you how to fix it. Note that after a problem occurs, other things in Zotero may temporarily break, so it's important to restart Zotero and try to repeat what you did before it occurred. +In addition to your Report ID, you'll need to explain exactly what's happening and, ideally, how to consistently reproduce it: if you can, there's a very good chance we can fix it quickly or tell you how to fix it. If you're not able to reproduce the problem, explain what happened and what you were doing when it occurred.
- +
-If you're not able to reproduce the problem, explain what happened and what you were doing when it occurred.+
  
 Post a message to the forums with the following info: Post a message to the forums with the following info:
  
-  - The exact steps you took to reproduce the problem — or, if you're unable to, what you were doing when the problem occurred — including any buttons or other interface elements that you clicked on+  - The exact steps you took to reproduce the problem, including specific URLs or files you accessed, any text you entered, buttons or other interface elements that you clicked on, etc.
   - What happened, including **exact error messages** or other relevant text that you see on the screen   - What happened, including **exact error messages** or other relevant text that you see on the screen
   - What you expected to happen (unless you're reporting a clear error message)   - What you expected to happen (unless you're reporting a clear error message)
 +
 +Note that, after a problem occurs, other things in Zotero may temporarily break, so it's important to restart Zotero and try to repeat what you did before it occurred.
  
 === Bad: === === Bad: ===
  
->Zotero keeps crashing while I'm using it! HELP!+>I can't add unfiled items to a collection after selecting a tag. Does anyone know how to fix this?
  
 === Good: === === Good: ===
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 >3. With the new item selected, add the tag "Foo" from the Tags tab in the right-hand pane. >3. With the new item selected, add the tag "Foo" from the Tags tab in the right-hand pane.
 >4. Click on "Unfiled Items" in the left pane. >4. Click on "Unfiled Items" in the left pane.
->5. Click on "foo" in the tag selector.+>5. Click on "Foo" in the tag selector.
 >6. Drag the item from the middle pane to another collection. >6. Drag the item from the middle pane to another collection.
 > >
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     - Go to the Terminal menu and open Preferences. In Settings->Window, make sure Scrollback is set to "Limit to available memory".     - Go to the Terminal menu and open Preferences. In Settings->Window, make sure Scrollback is set to "Limit to available memory".
     - Paste the following into the terminal and hit return. <code>/Applications/Zotero.app/Contents/MacOS/zotero -ZoteroDebug</code>     - Paste the following into the terminal and hit return. <code>/Applications/Zotero.app/Contents/MacOS/zotero -ZoteroDebug</code>
 +
 +If you can't select the logging window, you can press Cmd-` (backtick, above Tab) to cycle between windows until it's selected.
  
 == Windows == == Windows ==
reporting_problems.1659387247.txt.gz · Last modified: 2022/08/01 16:54 by dstillman