Microsoft Plugin, reinstall not working?

kknierimUSGS

Hi, I just updated Zotero (5.0.4) and upgraded to Microsoft Office 2016. I'm using Zotero Standalone and having problems with unresponsive Zotero buttons in MS Word (for example, if I click "Add/Edit Citation", nothing happens). I also use the Mozilla add-on (which I just installed the latest version).

I've been through some of the troubleshooting and of note: the Zotero ribbon does show up in MS Word (it's just unresponsive), the Zotero.dotm file is in my Windows Startup folder, and my Zotero add-ins are enabled in Firefox. In Zotero standalone, when I go to Tools->Options->Cite->Word Processors, it says "The Microsoft Word add-in is currently installed" and I have tried to click "Reinstall Microsoft Word Add-in", but nothing happens. I thought doing a reinstall of the add-in may help, but that function seems to not be working? Not sure what to do. Appreciate the help!

adomasven

Could you create a Debug ID for clicking Add/Edit Citation in Word?

kknierimUSGS

Just tried following directions for a Debug ID and when I "Submit To Zotero Server", it says "Invalid Response from Server". When I look at the Output, there are various statements about "SEC_ERROR_UNKNOWN_ISSUER" and "repo.zotero.org:443 uses an invalid security certificate". Sigh. I can tell you that any certificate issues are on my end with agency firewalls etc (we have this same issue with python updates).

So...if I at least start logging bugs, click the "Add/Edit Citation" in Word, and then View Output for the bug... the bottom number is "+0136908" and all the statements regarding certificates are still there. Thanks for the fast response!

adamsmith

You can copy the debug into a text file, zip it if it's very large, and send to support@zotero.org
You will likely have trouble updating and syncing given the cert errors, but I don't see how they should affect word integration*
See https://www.zotero.org/support/kb/ssl_certificate_error for details.

*(though the firewall might if it's blocking local ports, too).

kknierimUSGS

Just sent it, thanks. I thought the same thing re: cert errors and the Word plugin... I'll check out that support forum for the ssl certs.

kknierimUSGS

Hey @adamsmith, my IT suggested checking the Zotero MS Word Plugin when I'm not on our internal network, which I just checked with a hotspot. Indeed, the Zotero MS Word plugin worked without an issue. So, I think the certificate issue is a likely problem, and I'm going to keep reading the SSL forum to try and patch our institutional certificate.

adomasven

The certificate issue prevents Zotero from automatically updating Translators and Citation Styles, but the Word Plugin issue is independent, although I am not sure how the network you are connected to could affect that, since the plugin interacts with Zotero via OLE Automation, which is not an internet protocol. Could be something to do with locked-down user privileges.

kknierimUSGS

With the help of IT, I've got the problem fixed and it is very similar to the directions for completing the SSL Cert override (https://www.zotero.org/support/kb/cert_override). I wanted to post it here so others may be able to use it. Thanks @adamsmith and @adomasven

Some institutions may have additional certificate issues with Firefox (which was compounding our problem). We imported our institution certificate into the Firefox profile first (https://support.mozilla.org/en-US/kb/profiles-where-firefox-stores-user-data?redirectlocale=en-US&redirectslug=Profiles#w_how-do-i-find-my-profile), which must have updated the cert8.db in the Firefox profile. We then copied the Firefox cert8.db file into our Zotero profile directory. And the MS Word plugin is now working.

dstillman

That's mentioned on the cert override page, but again, word processor integration doesn't use an HTTP connection, so while that would fix translator/style updating, syncing, etc., something else would've had to have fixed word processor integration.