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• Willem Coetzer commented  ·  January 30, 2012 10:55  ·  Flag as inappropriate  ·  Delete

  I'm getting this error in version 1.3.1 on a mac. I will e-mail my internet connection test log to support.

• Adminrobert.knight (Admin, Mendeley) commented  ·  October 12, 2011 03:11  ·  Flag as inappropriate  ·  Delete

  > Johnstone Neondo

  Can you please see my comments below on how to run the internet connection test, then post your log file somewhere or email it to support@mendeley.com

• Johnstone Neondo commented  ·  October 11, 2011 22:35  ·  Flag as inappropriate  ·  Delete

  Please assist me resolve thisb problem.It often pops up everytime my desktop mendeley starts synchronizing

• Oliver commented  ·  October 11, 2011 07:32  ·  Flag as inappropriate  ·  Delete

  I managed to get Word working, by uninstalling Mendeley completely, and then reinstalling it. Then installing the plugin again.

• Oliver commented  ·  October 11, 2011 07:06  ·  Flag as inappropriate  ·  Delete

  Hi Rob,

  I sent you my connectivity test to your mendeley mail, as it contains our proxy info...
  For the Word plugin, the 1.1.2 version didn't delete itself from the \Mendeley Desktop\wordPlugin folder when I reinstalled the 1.0.1 version, and I had to delete it manually. Now, I only have the Mendeley-1.0.1.dotm files in that foldrer, but when I reinstall the plugin I still get a message prompting me to download the latest version of your app... So I still can't use it in Word...

• Adminrobert.knight (Admin, Mendeley) commented  ·  October 11, 2011 03:31  ·  Flag as inappropriate  ·  Delete

  Hello Oliver,

  Can you please follow my steps below to run the connectivity test and post the log that is generated.

  If you switch back to an older version of Mendeley, you may need to uninstall and then re-install the Word plugin from the tools menu.

• Oliver commented  ·  October 11, 2011 02:00  ·  Flag as inappropriate  ·  Delete

  And as I've had to go back to 1.0.1, the Word plugin won't work anymore, asking me to get the latest update...

• Oliver commented  ·  October 11, 2011 00:32  ·  Flag as inappropriate  ·  Delete

  Hi Robert,

  Me too, I'm still getting the same Proxy error on 1.1.2...

  Oliver

• Adminrobert.knight (Admin, Mendeley) commented  ·  October 10, 2011 07:30  ·  Flag as inappropriate  ·  Delete

  Hello Dave,

  Are you using Mendeley Desktop 1.1.2 - you can check via Help -> About Mendeley Desktop. If you are, please follow the steps in my previous comment to run an internet connectivity test and post your results.

• Dave Bridges commented  ·  October 10, 2011 06:48  ·  Flag as inappropriate  ·  Delete

  i am still getting that error with the newest version

• Adminrobert.knight (Admin, Mendeley) commented  ·  October 07, 2011 02:10  ·  Flag as inappropriate  ·  Delete

  Hello Oliver,

  Can you please re-run the internet connection test (from within Mendeley Desktop, press Ctrl+Shift+D -> Test Internet Connection -> Send resulting log file to us) with 1.1.2. We were able to reproduce and fix the problem that DetlevCM had as well as a separate issue affecting Windows 7 so it is likely that the issue affecting you may be different.

• Oliver commented  ·  October 07, 2011 01:50  ·  Flag as inappropriate  ·  Delete

  Hi Robert,

  I too had problems connect with the 1.1 version, which resolved when I went back to 1.0.1. I've just tried the 1.1.2, but I still can't connect to the server. The log is exactly the same as the one I sent you...

• DetlevCM commented  ·  October 06, 2011 11:46  ·  Flag as inappropriate  ·  Delete

  Hello Robert,

  I just downloaded the 1.1.2 installer and installed it on the desktop - hitting the Synch Button does not lead to an error, so the issue seems fixed - at least for the XP machine I use at university.

  On a side note - I will not reply before tomorrow, as I shall be heading home now... (19:45 here...)

• Adminrobert.knight (Admin, Mendeley) commented  ·  October 06, 2011 08:21  ·  Flag as inappropriate  ·  Delete

  Thanks DetlevCM.

  An updated build which incorporates fixes for both SSL issues is available at http://s3.amazonaws.com/mendeley-desktop-download/Mendeley-Desktop-1.1.2-win32.exe

  We'll do a little more testing on this before releasing to a wider audience.

• DetlevCM commented  ·  October 05, 2011 09:46  ·  Flag as inappropriate  ·  Delete

  Hello Robert,

  done. There should be an email with the subject "referring to SSL handshake error" with your support.
  :) I hope it helps

• Adminrobert.knight (Admin, Mendeley) commented  ·  October 05, 2011 08:26  ·  Flag as inappropriate  ·  Delete

  Thanks. It looks like it might be quite a different problem than the one I did reproduce and fix, which affected very 'clean' systems.

  Could you please try the following:

  1. Start Internet Explorer
  2. Go to Tools -> Options -> Content -> Certificates...
  3. Select the 'Trusted Root Certificates' tab
  4. Select all the certificates in the list
  5. Click Export.. and follow the steps of the wizard to export the bundle of certificates to a file.
  6. Send the file from step (5) to support@mendeley.com

  Once again, thanks for your help tracking down this problem.

• DetlevCM commented  ·  October 05, 2011 07:21  ·  Flag as inappropriate  ·  Delete

  Ok, just did, here is the result:
  http://pastebin.com/eyaZgfvL

• Adminrobert.knight (Admin, Mendeley) commented  ·  October 05, 2011 06:42  ·  Flag as inappropriate  ·  Delete

  Hi,

  Thanks for testing this build. Can you run the built-in connectivity test:

  1. With the main Mendeley Desktop window active, press Ctrl+Shift+D to bring up the debug window
  2. Click the 'Test Internet Connection' button
  3. When the results pop up in notepad, paste those online (eg. on pastebin.com) and link to them here.

• DetlevCM commented  ·  October 05, 2011 05:13  ·  Flag as inappropriate  ·  Delete

  And just to add: That's installting Mendeley to a desktop folder - i.e. without Admin rights on XP, SP3

• DetlevCM commented  ·  October 05, 2011 05:12  ·  Flag as inappropriate  ·  Delete

  OK :(

  It still comes up with the SSL handshake failed error on my uni computer... also closed mendeley, opened your https page linked below, open again - the error is still there.
  -> Screenshots:
  http://img210.imageshack.us/img210/7405/unledv.jpg
  http://img703.imageshack.us/img703/9669/unledusw.jpg

  And lastly the proxy settings - which must be correct, as Firefox works fine on them. (In fact, on a fellow students computer I needed these settings entered manually into Firefox portable for it to work)
  http://img88.imageshack.us/img88/3081/unledhulw.jpg