Word 2016 Mac shuts down by inserting citation by zotero 4 and 5

I tried a lot to solve this problem: reinstall Plugin, deinstall zotero 5 an install zotero 4, changed language of word in english, ....
But still when I have a new word document trying to insert a citation, I click on the "insert citation"-button, nothing happens and after a minute word crushes. Always the same...
What can I do? Would be happy about any advice!
  • Are there any error messages? Do you get a Zotero citation window? Does Zotero remain open?
  • there is a weird error massage without number.
    And no, zotero doesn´t open the citation window. Even if I have opened zotero before
  • What's the exact Word version you're using?
  • Word 2016 for Mac
    Version 15.39
  • What does the error message say?
  • Microsoft Error Reporting log version: 2.0

    Error Signature:
    ExceptionEnumString: 2
    Exception Code: 0x00000001 (0x00007fffed1230f8)
    Date/Time: 2017-11-15 10:21:55 +0000
    Application Name: Microsoft Word
    Application Bundle ID: com.microsoft.Word
    Application Signature: MSWD
    Application Bitness: x64
    Application Version:
    Crashed Module Name: unknown
    Crashed Module Version:
    Crashed Module Offset: unknown
    Blame Module Name: unknown
    Blame Module Version:
    UnsymbolicatedChecksum: unknown
    Blame Module Offset: unknown
    StackHash: unknown
    Application LCID: 1031
    Extra app info: Reg=en Loc=0x0407
    Build Type: SHIP
    Audience: Production
    AudienceGroup: Production
    AudienceChannel: CC
    Crashed thread: 0

    Microsoft Application Information:
    Error Reporting Device UUID: 4FCE9377-AEE6-59E7-93FD-43F54235ABFE
    Error Reporting UUID: DC20D4E0-B487-442D-A75E-7A98043CDDB3
    ULS UUID: E1ED25C2-53B3-4126-84C4-F6ABE0E40CEE
    CrashedLogSessionId: E1ED25C2-53B3-4126-84C4-F6ABE0E40CEE
    TimeFromLaunch: 0 hours, 1 minutes, 27 seconds
    CrashedSessionDuration: 87
    Total errors on this client: 31
    CrashedApp_Virtual_Memory_Size_MB: 3874.945
    CrashedApp_Resident_Memory_Size_MB: 337.9414
  • and a lot more
  • Did this start happening when you updated Word to 15.39?
  • i downloaded this word directly. Havent had word before
  • edited November 15, 2017
    This is usually unnecessary but have you tried reinstalling Word? I've also reported this to Microsoft, so they might have some ideas, but this should generally work fine.
  • I can try. Any other ideas?
  • it worked. Thanks so much!!!!!!
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