Zotero not recognizing any citations in a shared document

kaomabio
Hi,

I'm using the Zotero desktop version and received a Word document by email that was created using Zotero citations. However, Zotero is not recognizing any of the references when I open the file.

I followed the steps in this article: https://www.zotero.org/support/kb/debugging_broken_documents
However, I can't complete the last step because Zotero doesn't recognize any citations at all — so I can't test which one might be broken.

Is there any other way to recover the citation links or identify what went wrong? I’ve confirmed that I have the correct citation style and plugin installed, and other documents I create work fine.

Thanks in advance for your help!
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