Error when inserting a citation in Word using Firefox integration

LaurenLLeathern

Yes - get the message in a new document.
Did anybody else have the problem sorted or do we need to resort to a different product?

adamsmith

Which setup (Zotero version, Word, OS is this on?) I'd probably just try installing the Zotero beta which might fix this at this point and is very stable now.

LaurenLLeathern

I have uploaded Zotero 5 Beta and I now get the message:
Zotero experienced an error updating your document.
An unhandled exception occurred (getDocument:document.cpp)
I am using Windows 8.1 and Word 2013.

adamsmith

Do you have the document(s) in OneDrive by any chance?

adamsmith

The other cause of this we have seen are different ownership of Word and Zotero. If one is owned by an admin account and the other by a regular user account, I believe this could cause this. You could try as a test running Zotero as admin and see if that works.

adomasven

Either way, you should submit a Debug ID for attempting a citation insert in a new document, which will give us more detailed info about what's going on.

psabou

Same for me when I try to work from the Word plugin:

Zotero experienced an error updating your document.

An unhandled exception occured. [getDocument:document.cpp]'An unhandled exception occured. [getDocument:document.cpp]' when calling method: [zoteroIntegrationApplication::getDocument]


Zotero standalone: 4.0.29.17
Windows 7
Word 2013

Debug ID: D520809123.

adomasven

@psabou if Zotero works fine in a new Word document, then it's a separate issue, most likely fixed using the troubleshooting broken documents steps. If you still cannot get it to work in your existing document, but it works fine in a new Word document, create a new thread.

psabou

Doesn't work in old documents nor in new ones.

adomasven

Ok, yeah, that's most likely the admin issue. Try running Zotero as Administrator and see if that fixes it.

psabou

I thought I didn't have administrator priviledge on my machine: turns out I do! And it solved the problem!

Thanks.

LaurenLLeathern

I have tried everything and logged a debug. I get the message in a new or old document. GIVING UP!

adamsmith

(FWIW, the debug doesn't help if you don't post the debug ID here)

LaurenLLeathern

I followed the debug instructions online?

adamsmith

After uploading the output, Zotero will provide a Debug ID (e.g., “D12345678”) that you can post to the forums. There's no need to post the actual debug output.

LaurenLLeathern

I didn't note the number.

adamsmith

yeah, sorry, we do need the debug ID to be able to say more (you can obviously log the problem again and create a new one if you're still willing to troubleshoot this) -- there are thousands of debug IDs being created every day; devs need to be able to match them to an actual problem described here like yours.

LaurenLLeathern

I'm not a techie and this is just to time consuming to pursue - will find another product! Thanks anyway

nataliacn

This happened to me too. I use word 2016 and windows 10. I solved the problem in my files by unchecking the "read-only" option. Before opening the document in word and Zotero, right-click on the file, click on properties, on the general tab, uncheck the "read-only" attribute. I hope it helps!