Error updating documents - help please?

claudiajsoares

Report id: 976496719

Hello, I've had a really long problem with being able to cite anything in zotero, and have since done a factory reset of my Mac to see if this helps at all. I'm currently running Zotero 6.0.37 on MACOSX Sonoma 14.6, and I do not have any security software. I'm using MC Office Professional Plus (MS word 16.87) - I do have Onedrive, but have made sure that I have saved documents locally on my mac rather than on Onedrive.

I have tried the steps listed in the troubleshooting errors in word processor documents, and am still getting the same issues in an empty word document, so have tried the Zotero word processor plugins advice too.

My issue at the moment is that when I try to add a simple citation in a blank word document, I can only do so using APA 7th edition. When I try and use a citation style I need (e.g. History and Theory; Early Medieval Europe etc) I get the error above.

I wondered whether someone might be able to help me if possible please? I'm desperate to be able to start reusing Zotero again.

Many thanks!

adomasven

If you create a new macOS user account and attempt to insert a citation with History and Theory citation style there, does it work?

claudiajsoares

Hello,

I've just tested this with a new user account, and unfortunately it doesn't work still in an empty document.

Thanks,
Claudia

adomasven

How old is this Macbook? Did it ever work fine before on it?

claudiajsoares

It's a 2019 imac and I'm sure it last worked around 2022 fine, so I have been able to use it on this machine.

I have an older macbook from 2015, running Catalina, which is running the same version of MS office/Word with Zotero 6.0.31 and this is working fine on that machine.

adomasven

I just noticed we've troubleshooted this exact issue a year ago with you. Could you try seeing if it works correctly for you with the Zotero Beta?

claudiajsoares

Hi,

Yes, same issue but since then for some reason APA seems to work ok. And I've since done a factory reset in the hope that this might change things, but unfortunately not. Sorry to take up more time on this, but I was hoping with the changes with APA there might be a solution to the issue.

I've just tested with Beta and its still not working in an empty word document.

Thanks again

adomasven

After resetting your Mac, did you install any other applications or software that may potentially interfere with this, or did you go straight for Zotero and Word? Do you have any other plugins in Word?

claudiajsoares

The only other piece of software I installed at the same time was Devonthink 3. Otherwise, just zotero and MS Office applications, including word.

I've no other plugins for word either.

adomasven

Could you produce a Debug ID
from Zotero Beta for an attempt to insert a citation that fails?

claudiajsoares

Yes, all done: D1306716923

I've done it in Zotero 6. If you need it in the BETA version please do let me know?

Thanks

adomasven

Yes, please create one with the beta.

claudiajsoares

Sure, it's here: D1697851219

adomasven

Could you close Zotero, then open the Terminal app and run it using this command:

AEDebugSends=1 AEDebugReceives=1 /Applications/Zotero.app/Contents/MacOS/zotero

Then attempt to insert a citation into a new document until you receive the error. Close Zotero and copy the log from the Terminal.app, paste it in a text file and send it to support@zotero.org with a link to this thread?

claudiajsoares

Thanks - I've just sent this on

claudiajsoares

Hi there,

I just wondered if there had been any further ideas on this issue, please?

Many thanks

adomasven

Sorry, your email is in my backlog, but I'm currently dealing with a bunch of other issues affecting a big number of our users. As soon as those are out of the way I'll look into it and let you know.

claudiajsoares

No worries, thanks!