Word could not communicate with Zotero.

Office2016
Hi,

I downloaded Zotero 5.0 on my Mac and the connection to Safari works perfectly. While I can also see it on my Word toolbar after installing it manually, it always says "Word could not communicate with Zotero. Please ensure that Zotero or Firefox is open and try again."

Both Zotero and Firefox are open..

I would appreciate any suggestions!
  • bwiernik
    edited October 19, 2017
    What version of Zotero and specific Word version (e.g., 15.39) are you running (Firefox isn't relevant here)?
  • Office2016
    Zotero 5.0.22 and Word 15.38

    Thank you!
  • adomasven Zotero Team
    Why did you need to install the toolbar manually? Is Word plugin present and enabled in Zotero -> Tools -> Add-ons?
  • Office2016
    Add ons >

    - Plugins: You don't have any add-ons of this type installed
    - Extensions: Zotero Word for Mac integration (Preferences ; Disable)

    ... that is what I found. Since there is a "Disable" button I figured it would be enabled.

  • adomasven Zotero Team
    Could you submit a Report ID?
  • Office2016
    Report-ID: 1962246127
  • adomasven Zotero Team
    Open the terminal, paste
    ls /Users/Shared/.zoteroIntegrationPipe*; ls ~/Library/Containers/com.microsoft.Word/Data/.zoteroIntegrationPipe
    and press Enter. Copy the output and paste here (it contains your username, if it is sensitive, you can XXX it out).
  • Office2016
    Which terminal?
  • adomasven Zotero Team
    edited October 19, 2017
    The OS terminal. You can find it with Spotlight or under /Applications/Utilities/Terminal.app
  • Office2016
    Last login: Thu Oct 19 16:09:41 on ttys000
    eduroam-int-dhcp-97-79-74:~ XX$
    eduroam-int-dhcp-97-79-74:~XX$ ls
    /Users/Shared/.zoteroIntegrationPipe*; ls ~/Library/Containers/com.microsoft.Word/Data/.zoteroIntegrationPip
    /Users/Shared/.zoteroIntegrationPipe_XXX
    ls: /Users/XXXr/Library/Containers/com.microsoft.Word/Data/.zoteroIntegrationPip: No such file or directory
    eduroam-int-dhcp-97-79-74:~ XX$


  • dstillman Zotero Team
    You missed an 'e' at the end of that command ('Pipe', not 'Pip').
  • Office2016
    Sorry that must have gone missing when I copy and pasted it, just checked it again, its on the original one.
  • adomasven Zotero Team
    What do you mean by "its on the original one"? Can you post the output again (after XXXing) of the correct command?
  • Office2016
    Last login: Fri Oct 20 08:30:47 on ttys000
    Annas-MacBook:~ XX$ ls /Users/Shared/.zoteroIntegrationPipe*; ls ~/Library/Containers/com.microsoft.Word/Data/.zoteroIntegrationPipe
    /Users/Shared/.zoteroIntegrationPipe_XX
    ls: /Users/XX/Library/Containers/com.microsoft.Word/Data/.zoteroIntegrationPipe: No such file or directory
    Annas-MacBook:~ XX$

    Not sure why it looked so different yesterday
  • adomasven Zotero Team
    Could you submit a restart debug log (Help -> Debug Output Logging -> Restart with Logging Enabled...)? Then after a restart submit the log under Help -> Debug Output Logging and post the ID here.
  • Office2016
    Thanks for your help! It started working after I restarted it with "logging enabled".

    I really appreciate it.
  • dstillman Zotero Team
    That's not meant to be a fix, to be clear, so it's likely that just restarting fixed this. You should restart again without logging enabled.

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