Zotero crash after adding and refreshing

laurah25

Hi,
Zotero keeps crashing my word document when I add a footnote or when I press refresh. I have tried to reinstall the plugin in word by delating the .dotm file, but it keeps on crashing.

this is the error code:
Microsoft Error Reporting log version: 2.0

Error Signature:
Exception: EXC_BAD_ACCESS
ExceptionEnumString: 1
Exception Code: KERN_INVALID_ADDRESS (0x000000000000003c)
Date/Time: 2023-07-15 17:18:50 +0000
Application Name: Microsoft Word
Application Bundle ID: com.microsoft.Word
Application Signature: MSWD
Application Bitness: x64
Application Version: 16.75.0.23070901
Crashed Module Name: Microsoft Word
Crashed Module Version: 16.75.23070901
Crashed Module Offset: 0x00000000001552c0
Blame Module Name: Microsoft Word
Blame Module Version: 16.75.23070901
UnsymbolicatedChecksum: 3ED6C6551D4FDD99FDDC1E4650C58140
Blame Module Offset: 0x00000000001552c0
StackHash: 207900119896a119_1_main_arm
Application LCID: 1043
Extra app info: Reg=en Loc=0x0413
Build Type: Release
Crashed thread Stack Pointer: 0x_000000016eed2850
Crashed thread: 0

dstillman

Does this happen in a new document? If not, see the last step on Troubleshooting Errors in Word Processor Documents. It should only take a few minutes to identify the problematic part of the document. Once you identify it, if you can send the excerpt that reproduces the crash to support@zotero.org with a link to this thread, that would be helpful — this may be a Word bug that we need to report to Microsoft.