Citation numbering not working

Eabee
I hope desperately that someone can help me, as I am losing my mind trying to figure this out. My team has a paper that needs to be submitted today, and several of us have all wasted hours trying to fix the Zotero citations. We’ve tried all the troubleshooting tips and searched ad nauseum for a solution, but nothing is working.

Problem 1: The citations start at #16. Even if I delete all the citations in the first paragraph of this text, the next citation automatically updates to 16 instead of 1.

Problem 2: The #s are showing up out of order in several places. For example, I have a set of citations that are appearing as "20,19,21–25"

Please please can someone help me?? Here is what we have tried already:
- Copy-pasting the entire document into a fresh, new document
- Refreshing a million times
- Deleting and re-entering the citations (they just come back up as 16, etc.)
- Changing the reference style multiple times
- Restarting Word and Zotero multiple times
- Updating Word and Zotero
  • adamsmith
    @adomasven there are at least three separate very similar reports of this that don't get fixed with standard troubleshooting over the last 2-3 weeks -- probably worth trying to troubleshoot this with the affected folks directly?

    @Eabee -- I have no idea what's causing this and it's a bit mysterious but you could see what happens if you use the option to transfer word processors and then either do open the copy(!) of that document in a different word processor (say, google docs) or even in the same word processor (Word, I assume?). That is the most significant way to "reset" citations in a document I can think of -- no guarantee this will work at all, but will only take 2mins and definitely worth a try.
  • dstillman
    @Eabee: Can you send an excerpt of the document in which you can reproduce this problem via email with a link to this thread? We'll respond here, where all support happens, but we'll need a sample document to try to reproduce this. (You can leave out the threats about switching to EndNote this time.)
  • dstillman
    This is the process adamsmith is referring to: https://www.zotero.org/support/kb/moving_documents_between_word_processors
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