Mendeley

Error: Unable to Contact Mendeley Web

Jiao He Jan 13, 2012 03:36PM GMT

Unable to contact Mendeley Web. Possible
reasons why this may have happened:

*Your proxy settings are incorrect. Go to the Proxy tab in the settings dialog to check or change your proxy setup.

*You are connected to the internet via a public wireless network which has a login page. Click here to open mendeley.com in your browser. Enter your login details if prompted and press 'Sync' in Mendeley to continue.

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Charlotte Jan 13, 2012 03:43PM GMT Mendeley Agent

When you encounter this error message, it’s usually indicative of one of three problems that are preventing Mendeley Desktop from contacting the Mendeley Web servers.

This may be caused by a temporary issue either on our servers, or your ISP with routing to our servers. As such, can you first check that you can access http://www.mendeley.com/ within your web browser to check if this is the case.

If this appears fine, you’ll want to check that you have nothing blocking Mendeley Desktop explicitly from connecting out. This may be due to firewalls, or anti-virus software on your own computer, or further down in your network setup. As such, you can try either disabling temporarily to see if this helps, or add an exception that explicitly allows Mendeley Desktop connectivity.

Finally, you may require proxy settings for Mendeley Desktop to connect. These settings vary from location to location and you’ll need to consult whomever maintains your network for this information. Once acquired, you can either set this up (or disable it if not needed) within Mendeley Desktop by going to Tools > Options > Connection.

If you could check with your administrator about your proxy settings, it may be that your problems are caused by security software on your network that is blocking Mendeley Desktop.

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Jiao He Jan 13, 2012 03:53PM GMT

Thanks for your response, I have tried to disable firewall and anti-virus software, the problem remains. Then I tried to access http://www.mendeley.com, no problem. No proxy setting is needed for the network connection. Mendeley worked a few days ago, but since yesterday it can't connect to network. Other software on this computer(Windows 7 OS)are all working fine.

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Charlotte Jan 16, 2012 02:33PM GMT Mendeley Agent

Apologies for the inconvenience caused here. Could you please locate and send us your recent log files (http://www.mendeley.com/faq/#locate-log-files)? This should help us to work out what is going wrong. Thanks in advance.

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Kurt Jacobs Feb 07, 2012 01:30PM GMT

We have a similar problem here at work, connection lost few weeks ago, update (from 1.1.3 to 1.3.1) didn't solve the problem. Logging in at home network is fine, here we get 'Network Error Message: 'Proxy requires authentication''. Proxy settings are fine, and we are able to
open mendeley.com in our browser via the link in the 'error pop-up'. Hoping for a solution:

Recent log file:


-- 2012-02-07 08:33:34.609 DebugLog::log: rotated log. app version 1.3.1
-- 2012-02-07 08:33:34.609 ProxyWorker::parseErrorResponse: Server reported an error in response to https://www.mendeley.com/api/members/information.xml?lastRunVersion=1.3.1&av=1.0&id=MendeleyDesktop&cv=1.3.1&l=nl-BE&m=2-3.Nyjs9/gngffOiQ==&ins=38953904-0f23-45e8-8d31-3f2fa89faaf9&osv=Win-30
Error Type: UNKNOWN
Error Message: Unable to contact Mendeley Web. Possible reasons why this may have happened:<ul><li>Your proxy settings are incorrect. Go to the Connection tab in the Mendeley Desktop's <a href="mendeley://connection-settings">settings dialog</a> to check or change your proxy setup.</li><li>You are connected to the Internet via a public wireless network which has a login page. <a href="http://www.mendeley.com">Click here</a> to open mendeley.com in your browser. Enter your login details if prompted and press 'Sync' in Mendeley Desktop to continue.</li></ul>
Debug Message:
Network Error Message: 'Proxy requires authentication'
-- 2012-02-07 08:33:34.609 RemoteDataStore::processError: synchronization error UNKNOWN
-- 2012-02-07 08:33:34.609 RemoteDataStore::processError: error message: Unable to contact Mendeley Web. Possible reasons why this may have happened:<ul><li>Your proxy settings are incorrect. Go to the Connection tab in the Mendeley Desktop's <a href="mendeley://connection-settings">settings dialog</a> to check or change your proxy setup.</li><li>You are connected to the Internet via a public wireless network which has a login page. <a href="http://www.mendeley.com">Click here</a> to open mendeley.com in your browser. Enter your login details if prompted and press 'Sync' in Mendeley Desktop to continue.</li></ul>
-- 2012-02-07 08:33:34.609 RemoteDataStore::processError: debug message:
Network Error Message: 'Proxy requires authentication'
-- 2012-02-07 08:33:36.343 ProxyWorker::parseErrorResponse: Server reported an error in response to https://www.mendeley.com/api/fulltext/query.xml?extractorVersion=1&av=1.0&id=MendeleyDesktop&cv=1.3.1&l=nl-BE&m=2-3.Nyjs9/gngffOiQ==&ins=38953904-0f23-45e8-8d31-3f2fa89faaf9&osv=Win-30
Error Type: UNKNOWN
Error Message: Unable to contact Mendeley Web. Possible reasons why this may have happened:<ul><li>Your proxy settings are incorrect. Go to the Connection tab in the Mendeley Desktop's <a href="mendeley://connection-settings">settings dialog</a> to check or change your proxy setup.</li><li>You are connected to the Internet via a public wireless network which has a login page. <a href="http://www.mendeley.com">Click here</a> to open mendeley.com in your browser. Enter your login details if prompted and press 'Sync' in Mendeley Desktop to continue.</li></ul>
Debug Message:
Network Error Message: 'Proxy requires authentication'
-- 2012-02-07 08:33:36.359 FullTextUploader::listRequiredFilesError: Error: UNKNOWN
Message: Unable to contact Mendeley Web. Possible reasons why this may have happened:<ul><li>Your proxy settings are incorrect. Go to the Connection tab in the Mendeley Desktop's <a href="mendeley://connection-settings">settings dialog</a> to check or change your proxy setup.</li><li>You are connected to the Internet via a public wireless network which has a login page. <a href="http://www.mendeley.com">Click here</a> to open mendeley.com in your browser. Enter your login details if prompted and press 'Sync' in Mendeley Desktop to continue.</li></ul>
Debug Message:
Network Error Message: 'Proxy requires authentication'

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