What version of Word are you running (such as 16.25)? Does it work well in a new document? Have you tried going through the document debugging instructions?
Can you insert citations, a bibliography and then refresh it in a new document? If not, at which step does it fail and what kind of error do you get? Could you submit another report ID after receiving the error?
I copied the first 80 pages in a new document, and it worked with refreshing. So I'll try the next part. I'll let you know if it works or give you details, if its not working.
Upgrade Storage
It's not working in a new document and I was not going through all of the document debugging instructions, because my document has 270 Pages...
Last time I was "refreshing" the citations was about 1 month ago, then it works.