The Word plugin warned that it was not to connect to the Paperpile server. I then tried to sign in again. While the popped browser window said sign-in successfully, the Word plugin said sign-in fail in a few seconds. I re-installed the plugin and it was not fixed.
Plugin version is 0.8.1
Thank you for letting us know, @Sihan_Wu. We experienced a server outage today, but the issue has been resolved, so signing into the Word plugin should be working again now. Let us know if this issue continues to persist for you.
Thank you, Suzanne! However, I still cannot sign in with the Word plug-in. Please see the screenshot below.
I can view my library properly through the web browser.
To help our team investigate, from the Settings window in your screenshot, can you send the log files to us, @Sihan_Wu? Clicking the Send Log File button will create a log file. Please send the log file to support@paperpile.com.
Hi Suzanne, sorry for the late response. I just emailed the log file, and I think I have identified the problem.
Our university’s internet is running behind a proxy. When I shut down all proxy settings, I can log into the Paperpile plug-in. However, even when the proxy was on, I had no problem using the web app. And it is not the first day I have used Paperpile through a proxy network.
In the log file, I can tell it was the API that could not pass through the tunnel. However, it seems like there was no problem obtaining my authentication data in the later steps. (I hide my account info with [[[hidden here]]])
2024-11-12T20:27:24.119Z [ACTION] UPDATE_CONNECTION_STATUS {“documentOpen”: true, “wordRunning”: true}
2024-11-12T20:27:24.120Z [NATIVE] Macro command response SendPing: {“message”:“ok”}
2024-11-12T20:27:24.120Z [ACTION] UPDATE_CONNECTION_STATUS {“wordRunning”: true}
2024-11-12T20:27:25.167Z [ACTION] CHANGE_VIEW welcome
2024-11-12T20:27:25.171Z [ACTION] CHANGE_VIEW_COMMIT
2024-11-12T20:27:25.172Z [ACTION] CHANGE_VIEW_FINISHED
2024-11-12T20:27:25.172Z [ACTION] MIXPANEL_TRACK open-welcome-dialog:settings-dialog
2024-11-12T20:27:25.173Z [ACTION] SET_IS_EDITING_GLOBAL_SHORTCUT
2024-11-12T20:27:26.394Z [ACTION] MIXPANEL_TRACK click-ui:welcome-screen:sign-in
2024-11-12T20:27:26.395Z [ACTION] LOGIN_START
2024-11-12T20:27:26.395Z [ACTION] REMOVE_NOTIFICATIONS_BY_TYPE [“SIGN_IN_FAILED”]
2024-11-12T20:27:26.454Z [ELECTRON] Window event: MAIN, blur
2024-11-12T20:27:26.455Z [ACTION] UPDATE_WINDOW_VIEW_STATE MAIN {“focus”: false}
2024-11-12T20:27:29.407Z [API BACKEND] POST api/clients
2024-11-12T20:27:29.448Z [Error] [API BACKEND] POST api/clients request to https://api.paperpile.com/api/clients failed, reason: net::ERR_TUNNEL_CONNECTION_FAILED
2024-11-12T20:27:29.448Z [Error] checkLoginState API call failed
2024-11-12T20:27:29.448Z [ACTION] ADD_NOTIFICATION SIGN_IN_FAILED
2024-11-12T20:27:29.448Z [ACTION] LOGIN_FINISH
2024-11-12T20:27:29.448Z [ACTION] SET_WINDOW_ON_TOP MAIN
2024-11-12T20:27:29.450Z [ACTION] SET_WINDOW_ON_TOP MAIN
2024-11-12T20:28:05.650Z [ELECTRON] Window event: MAIN, focus
2024-11-12T20:28:05.650Z [ACTION] UPDATE_WINDOW_VIEW_STATE MAIN {“focus”: true}
2024-11-12T20:28:05.721Z [ACTION] REMOVE_NOTIFICATION
2024-11-12T20:28:05.721Z [ACTION] LOGIN_START
2024-11-12T20:28:05.721Z [ACTION] REMOVE_NOTIFICATIONS_BY_TYPE [“SIGN_IN_FAILED”]
2024-11-12T20:28:05.783Z [ELECTRON] Window event: MAIN, blur
2024-11-12T20:28:05.783Z [ACTION] UPDATE_WINDOW_VIEW_STATE MAIN {“focus”: false}
2024-11-12T20:28:08.688Z [ELECTRON] Window event: MAIN, focus
2024-11-12T20:28:08.689Z [ACTION] UPDATE_WINDOW_VIEW_STATE MAIN {“focus”: true}
2024-11-12T20:28:08.721Z [API BACKEND] POST api/clients
2024-11-12T20:28:08.879Z [AUTH] Got authentication data from our server: {
“api_key”: “HIDDEN”,
“user_id”: [[[hidden here]]],
“google_email”: [[[hidden here]]],
“google_name”: [[[hidden here]]]
“client_id”: [[[hidden here]]]
}
Thank you for sharing the details here and over email, @Sihan_Wu. In general, our app should support proxies automatically, but there may be some differences between the framework we use for our desktop app and Chrome. This was why the web app was working fine for you but API calls from the desktop app failed.
How exactly is your proxy is set up? Can you share a screenshot of a dialog where you set it? Any details you can share here or over email may help the team reproduce the issue.
