Zotero 5.0.96.3 can not add bibliography in Word 2019

arhqs

In any word files, even new file, when add the 2nd citation, I can not add bibliography. The error info is meaning “Zotero failed to update the document”.
The administrator permission problem has been eliminated.
Error Console info as follow：
[JavaScript Error: "Word has Problems. [setText:\vboxsvr\adomas\zotero\word-for-windows-integration\build\zoterowinwrdintegration\field.cpp]"]

dstillman

What's the exact version of Word?

Have you tried restarting your computer?

Does this happen with any style?

Can you provide a Debug ID for the entire process of starting a new, empty document and performing whatever actions are necessary to get this error?

arhqs

Thanks very much.
Microsoft® Word 2019MSO (version 2201 Build 16.0.14827.20186) 64 bits
I have restarted my computer several times, but no use.
This happens almost every style, but I use IEEE style to insert five citations 2 times. But now every style is failed.
I do now know how to find the Debug ID.

dstillman

I linked to instructions for generating a Debug ID.

arhqs

Sorry, I don't understand its meaning.

dstillman

If there's something you don't understand, quote it and explain what you don't understand. But those are the instructions you'll need to follow for us to be able to help you further.

arhqs

Thanks very much.
Debug ID is D578212531

arhqs

Report ID:984747033

adomasven

Try disabling or removing any other extensions you have installed in Word, as well as disabling any security software you're running.

arhqs

Thanks for your help. But the problem is still exist. I disabling all extensions except zotero, and disabling all security software, but I still can't add any citations.
I like zotero very much. I reinstalled office software, but no use. I tested LibreOffice can work.

adomasven

Hard to say what's the problem here. It seems that Microsoft provides custom builds of Word in China and I cannot even find it in the official version history, but it could be a bug in a recent Word update. Can you roll back to an earlier version of Word and test there?

arhqs

Thanks for your advice, but it couldn't work. I removed office software completely, and installed word 2016. Then I reinstalled zotero as well, but I still can't citation.

arhqs

I tried office word 2007,2016,2019,2021with zotero 5 and 6 beta. All these attempt are failed. I have to give up zotero and use endnote again.

adomasven

Another thing to try would be creating a new User Account in Windows and testing whether citing with Zotero works there (which would indicate an issue with some user or Word configuration in your existing account).

arhqs

Thanks for adomasven. New account can fix my problems. Thanks very much. I eager to know what is the real reason to lead this phenomenent.

adomasven

We occasionally see issues like this, but we have not been able to find the ultimate reason. You should try to reset as much of the Word configuration files as you can on your original Windows account.