Glitch between app and Chrome on imac

Dr.SuzanneSimpson

Hi there;
I'm having a persistent issue with the Google Docs integration and haven't been able to resolve it.

The problem: When I try to insert a citation in Google Docs (Zotero > Add/edit citation), the process hangs indefinitely on "Updating Citations" / a loading spinner. If I try again, I get the error: "A word processor integration command is already running."

What I've tried:
- Quitting and reopening Zotero multiple times
- Refreshing the Google Doc
- Testing in a brand-new, blank Google Doc (not just my working manuscript) - the issue happens there too
- Testing in both Chrome and (about to test) Safari

One citation did successfully insert on one attempt, but every attempt since has hung.

My setup:
- Zotero 9 for Mac
- Machine: iMac Pro
- Browser: Chrome (Zotero Connector installed and up to date)
- Citation style: Chicago Manual of Style 18th edition (notes and bibliography)

I'd be glad to provide a Debug ID if that would help you diagnose this - please let me know the best way to generate one for this issue.

Thank you for your help,
Suzanne Simpson

dstillman

Restart Zotero and provide a Debug ID from the Zotero Connector for the first attempt to click "Add/edit citation".

("A word processor integration command is already running" just means you already tried once and it hasn't finished, so there's nothing to try again and nothing to debug at that point until you restart Zotero. What matters is what happens before that.)

Dr.SuzanneSimpson

I have closed and restarted both a few times. I'll try the debug ID but it has been incredibly time consuming to deal with. Thanks

dstillman

(The way to avoid something being incredibly time consuming is to just post here when you're having trouble, without spending a ton of time trying to debug it yourself.)

Dr.SuzanneSimpson

When I am working on a deadline at 10 pm on a Saturday night I don't believe the forum is open, yes? Ideal is just no bugs.

dstillman

The forum is always open, and people, including Zotero developers, respond at all times, yes:

https://www.zotero.org/support/zotero_support

No software of any complexity has "no bugs", and we certainly can't guarantee "no bugs" for integration with third-party word processors outside of our control. In any case, if you'd like our help, you'll need to provide the Debug ID I asked for. We can't provide any support without it.