In Word, Zotero references revert to plain text

I've used the Zotero plugin for Word for many years. Recently I often find that the inline references (e.g., Smith, 2011) are reverting to plain text, instead of fields that are updated by Zotero.

What could cause this? My usual theory is that someone has opened the document in Google Docs, but I'm not sure why that would break the Zotero fields, and I'm not sure what else could cause the problem.
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