Issue with diacritics

Hello, in older versions of Zotero that I've used there was no problem with references in which author names included diacritics (for example Niţă), but since I've upgraded to Windows 11 neither Zotero version 5 nor my newly installed version 6 cope with the special characters and issue the error "Zotero experienced an error updating your document. Would you like to view troubleshooting instructions?" This happens in a Word 2019 document. The report ID is 2031262410. Thank you.
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  • edited March 27, 2022
    Can you reproduce this in a new document? If so, can you provide Steps to Reproduce (e.g., by creating a new document and a new item with just the relevant metadata)?

    Also, what exact Word version?
  • edited March 28, 2022
    Word 2019. Yes, I can reproduce this in a new document. It does insert the reference in the end, but issues the error and applies field formatting to the rest of the paragraph so I can't continue typing after the reference. Used Windows steps recorder and inserted a chunk of its text here (the report ID is 814329532)--but there was a character limitation:
    Step 23: (‎28/‎03/‎2022 20:39:45) User keyboard input on "My Library - Zotero (window)" in "My Library - Zotero" [... Ctrl-C]


    Step 24: (‎28/‎03/‎2022 20:39:50) User mouse wheel up on "Mihai Răzvan Niţă (edit)" in "My Library - Zotero"

    Step 25: (‎28/‎03/‎2022 20:39:53) User left click on "Items (tree grid)" in "My Library - Zotero"

    Step 26: (‎28/‎03/‎2022 20:39:55) User left click on "Info (tab item)" in "My Library - Zotero"

    Step 27: (‎28/‎03/‎2022 20:39:57) User left double click on "My Library - Zotero (window)" in "My Library - Zotero"


    Step 28: (‎28/‎03/‎2022 20:39:59) User keyboard input on "My Library - Zotero (window)" in "My Library - Zotero" [... Ctrl-V Enter]


    Step 29: (‎28/‎03/‎2022 20:40:04) User left click on "Word - 1 running window (button)"

    Step 30: (‎28/‎03/‎2022 20:40:08) User left click on "Add/Edit Citation (Button)" in "Document1 - Word"


    Step 31: (‎28/‎03/‎2022 20:40:09) User keyboard input on "Quick Format Citation (window)" in "Quick Format Citation" [... Ctrl-V]


    Step 32: (‎28/‎03/‎2022 20:40:12) User left click on "Land use consequences of the evolution of cemeteries in the Bucharest Metropolitan Area Niţă et al. (2014), Journal of Environmental Planning and Management , 57(7), 1066-1082. (list item)"


    Step 33: (‎28/‎03/‎2022 20:40:13) User keyboard input on "Quick Format Citation (window)" in "Quick Format Citation" [Enter]

    Step 34: (‎28/‎03/‎2022 20:40:17) User left click on "Yes (button)" in "C:\Program Files (x86)\Zotero\zotero.exe"

    Step 35: (‎28/‎03/‎2022 20:40:23) User left click on "Word - 1 running window (button)"


    Step 36: (‎28/‎03/‎2022 20:40:24) User left click on "addin (Field)" in "Document1 - Word"


    Step 37: (‎28/‎03/‎2022 20:40:25) User left click on "addin (Field)" in "Document1 - Word"


    Step 38: (‎28/‎03/‎2022 20:40:26) User left click on "Page 1 content (edit)" in "Document1 - Word"

    Step 39: (‎28/‎03/‎2022 20:40:28) User left click on "Page 1 content (edit)" in "Document1 - Word"


    Step 41: (‎28/‎03/‎2022 20:40:48) User left click on "Add/Edit Citation (Button)" in "Document1 - Word"

    Step 42: (‎28/‎03/‎2022 20:40:51) User left click on "OK (button)" in "C:\Program Files (x86)\Zotero\zotero.exe"

    Step 43: (‎28/‎03/‎2022 20:40:53) User left click on "addin (Field)" in "Document1 - Word"

    Step 44: (‎28/‎03/‎2022 20:40:54) User left click on "Add/Edit Citation (Button)" in "Document1 - Word"


    Step 45: (‎28/‎03/‎2022 20:40:56) User keyboard input on "Quick Format Citation (window)" in "Quick Format Citation" [...]


    Step 46: (‎28/‎03/‎2022 20:40:59) User left click on "Cemeteries and Crematoria Act 2013 No 105 (list item)"

    Step 47: (‎28/‎03/‎2022 20:41:01) User keyboard input on "Quick Format Citation (window)" in "Quick Format Citation" [Enter]


    Step 48: (‎28/‎03/‎2022 20:41:04) User left click on "No (button)" in "C:\Program Files (x86)\Zotero\zotero.exe"


    Step 23: User keyboard input on "My Library - Zotero (window)" in "My Library - Zotero" [... Ctrl-C]
    Program: Zotero, 6.0.4, Corporation for Digital Scholarship, ZOTERO.EXE, ZOTERO.EXE
    UI Elements: My Library - Zotero, MozillaWindowClass

    Step 24: User mouse wheel up on "Mihai Răzvan Niţă (edit)" in "My Library - Zotero"
    Program: Zotero, 6.0.4, Corporation for Digital Scholarship, ZOTERO.EXE, ZOTERO.EXE
    UI Elements: Mihai Răzvan Niţă, Zotero Note Editor, My Library - Zotero, MozillaWindowClass

    Step 25: User left click on "Items (tree grid)" in "My Library - Zotero"
    Program: Zotero, 6.0.4, Corporation for Digital Scholarship, ZOTERO.EXE, ZOTERO.EXE
    UI Elements: Items, My Library - Zotero, MozillaWindowClass

    Step 26: User left click on "Info (tab item)" in "My Library - Zotero"
    Program: Zotero, 6.0.4, Corporation for Digital Scholarship, ZOTERO.EXE, ZOTERO.EXE
    UI Elements: Info, My Library - Zotero, MozillaWindowClass

    Step 27: User left double click on "My Library - Zotero (window)" in "My Library - Zotero"
    Program: Zotero, 6.0.4, Corporation for Digital Scholarship, ZOTERO.EXE, ZOTERO.EXE
    UI Elements: My Library - Zotero, MozillaWindowClass

    Step 28: User keyboard input on "My Library - Zotero (window)" in "My Library - Zotero" [... Ctrl-V Enter]
    Program: Zotero, 6.0.4, Corporation for Digital Scholarship, ZOTERO.EXE, ZOTERO.EXE
    UI Elements: My Library - Zotero, MozillaWindowClass

    Step 29: User left click on "Word - 1 running window (button)"
    Program: Windows Explorer, 10.0.22000.184 (WinBuild.160101.0800), Microsoft Corporation, EXPLORER.EXE, EXPLORER.EXE
    UI Elements: Word - 1 running window, Taskbar.TaskListButtonAutomationPeer, Windows.UI.Input.InputSite.WindowClass, DesktopWindowXamlSource, Windows.UI.Composition.DesktopWindowContentBridge, Taskbar, Shell_TrayWnd

    Step 30: User left click on "Add/Edit Citation (Button)" in "Document1 - Word"
    Program: Microsoft Word, 16.0.14931.20132, Microsoft Corporation, WINWORD.EXE, WINWORD.EXE
    UI Elements: Add/Edit Citation, NetUIRibbonButton, Zotero, NetUIChunk, Zotero, NetUIOrderedGroup, Lower Ribbon, NetUIPanViewer, Ribbon, NetUInetpane, NetUIHWNDElement, NUIPane, Ribbon, MsoWorkPane, MsoCommandBar, MsoDockTop, MsoCommandBarDock, Document1 - Word, OpusApp

    Step 31: User keyboard input on "Quick Format Citation (window)" in "Quick Format Citation" [... Ctrl-V]
    Program: Zotero, 6.0.4, Corporation for Digital Scholarship, ZOTERO.EXE, ZOTERO.EXE
    UI Elements: Quick Format Citation, MozillaDialogClass

    Step 32: User left click on "Land use consequences of the evolution of cemeteries in the Bucharest Metropolitan Area Niţă et al. (2014), Journal of Environmental Planning and Management , 57(7), 1066-1082. (list item)"
    Program: Zotero, 6.0.4, Corporation for Digital Scholarship, ZOTERO.EXE, ZOTERO.EXE
    UI Elements: Land use consequences of the evolution of cemeteries in the Bucharest Metropolitan Area Niţă et al. (2014), Journal of Environmental Planning and Management , 57(7), 1066-1082., MozillaWindowClass, Quick Format Citation, MozillaDialogClass

    Step 33: User keyboard input on "Quick Format Citation (window)" in "Quick Format Citation" [Enter]
    Program: Zotero, 6.0.4, Corporation for Digital Scholarship, ZOTERO.EXE, ZOTERO.EXE
    UI Elements: Quick Format Citation, MozillaDialogClass

    Step 34: User left click on "Yes (button)" in "C:\Program Files (x86)\Zotero\zotero.exe"
    Program: Zotero, 6.0.4, Corporation for Digital Scholarship, ZOTERO.EXE, ZOTERO.EXE
    UI Elements: Yes, Button, C:\Program Files (x86)\Zotero\zotero.exe, #32770

    Step 35: User left click on "Word - 1 running window (button)"
    Program: Windows Explorer, 10.0.22000.184 (WinBuild.160101.0800), Microsoft Corporation, EXPLORER.EXE, EXPLORER.EXE
    UI Elements: Word - 1 running window, Taskbar.TaskListButtonAutomationPeer, Windows.UI.Input.InputSite.WindowClass, DesktopWindowXamlSource, Windows.UI.Composition.DesktopWindowContentBridge, Taskbar, Shell_TrayWnd
  • Please provide the full version number of Word (found under File, About Word) and describe in your own words how you reproduce the problem in a new document. If you can create a minimal document where the issue can be reproduced please send it to support@zotero.org.
  • edited 25 days ago
    hi,
    Microsoft Word 2019 MSO (version 2206 Build 16.0.15330.20216) 64-bit.
    I insert a reference with diacritics that I have in Zotero, into a Word file. Then I get the error. If I try to convert an old file that worked fine with these references to a different reference format (using the Document Preferences in the Zotero Word tab), also get the "Zotero experienced an error updating your document. Would you like to view troubleshooting instructions?" error.
  • What is this version of Word? How did you install it? Have you tried reinstalling Word by redownloading it from the official Microsoft website?
  • edited 23 days ago
    This version of Word is part of Office Home & Student 2019. So guess that reinstalling will require uninstalling and reinstalling all the Office apps. What's the motivation for doing so in terms of fixing the issue?
  • The Word version that you are running is not listed on the official Microsoft list of updates so you may be running a Beta or some other non-stable version of Word that might be causing this. Otherwise, can you say how you reproduce the issue in the document you linked above? Can you submit a Report ID?
  • edited 23 days ago
    Okay, ran a repair, so now the version is Word 2019 MSO (Version 2206 Build 16.0.0.15330.20260) 64-bit. Looked at the MS page you linked to and there the 18 July update number is for the Office retail version, not for its specific components, in this case Word. Are the Office version numbers different than the version numbers of the apps that comprise Office?
  • and here's the report ID: 411600559
  • edited 23 days ago
    Issue reproducing steps:
    1. Open the file in Word. The file is an article we're writing in Word with references currently in citation style Chicago Manual of Style 16th edition (note).
    2. In the Word - Zotero tab click Document Preferences and choose APA 7th edition citation style. Store citations as fields is active and so is The Automatically update citations check box (selected).
    3. Click OK. C:\Program Files (x86)\Zotero\zotero.exe error generation: Zotero experienced an error updating your document.
  • Some of the references have authors whose names include diacritics.
  • Today uninstalled Office and reinstalled. The Word version number is the same as after the repair: Word 2019 MSO (Version 2206 Build 16.0.15330.20260) 64-bit.
    The version of Office though, now corresponds to the July 18, 2022 Version 2206 (Build 15330.20264) in the official Microsoft list of updates. But still updating the references generates an error (report ID 1209610470). This bug is a real impediment.
  • @udonna Sorry, you didn't mention before that this bug only occurs when trying to switch the citation style. Unfortunately there's currently a bug in the Word plugin where it's impossible to switch from a note style to an in-line style if the citations are stored in endnotes. You need to first switch the citations from endnotes to footnotes and then switch to APA.
  • edited 20 days ago
    @adomasven hi, no, it doesn't happen only when trying to switch the citation style, it started in March when I was just trying to insert references. I had an urgent need to change the citation style in a document that has references with diacritics this week and this issue is blocking this action too. Tried just now the flow of first switching from endnotes to footnotes and the error 1460674031 was generated. This issue is underlying any Zotero activity in Word.
  • If you can share with us a document where you can reproduce this issue (which does not rely on switching the citation style from a previous one that uses endnotes), we will look. Provide the precise steps to reproduce the issue along with the document.
  • hi, sent you a new test doc and a link to a 4-minute Zoom recording of the precise steps.
    Thanks
  • Thanks for sending the video in, that is helpful. Try disabling all other extensions in Word except for Zotero, restarting Word and inserting the citations that cause issues again. If that doesn't help, it might be worth it to create a new Windows user account on this machine for troubleshooting and testing whether you can cite there without issues.
  • edited 18 days ago
    The new test doc was attached to that email as well. I disabled all other extensions, restarted Word and in a new test doc tried to insert the citations with diacritics and apostrophes with the same results as shown in the video. Why should I create a new Windows user account? References without special characters insert with no problem.
    I'm starting to despair. Do you think you'll be able to resolve the issue, or should I start looking into transferring all my references to another reference manager solution?
  • If it helps any, we can schedule a Zoom meeting for troubleshooting in real time.
  • Thanks for suggestions @DWL-SDCA, but this is strictly a Word issue here. Word refuses to execute one particular command issued by Zotero. We don't really see this issue from anyone in such a consistent manner as yourself @udonna, but when similar issues occur they are often caused by other Word extensions interfering, or some issue with Word configuration itself. Creating a new user profile ensures that you have a "fresh" Word configuration and eliminates any changes that would have accumulated in your profile over time.
  • edited 17 days ago
    @DWL-SDCA hi and thanks for the reassuring words.
    Re the two tests (Generate Report From Items and Create Bibliography From Items with Copy to Clipboard), both were successful -- will send the files to support after posting here--meaning the output was perfect.
    Created a new Windows account (local), but the Zotero app for that user has no library. So for testing purposes added two references with diacritics and one without to the library. The Word file worked as expected (this file will send to support too) -- no error was generated when inserting references with diacritics and the citation font is as it should be with no extension of the field to the end of the paragraph as happened in my source environment. So what does this mean? I had uninstalled and reinstalled Office 2019 as @adomasven had requested. Doesn't the uninstall purge the Word config file and the reinstall create a new one? Do you want to compare the two Word config files [of each user]? If yes, where do I find them?
  • BTW @adomasven, when you write about accumulated changes in my profile, this is a bit odd since I changed computers and installed a new Office (new Word), so my profile should be fresh. In the previous PC and Word version (2010...) there was no issue with Word and Zotero. The issue popped up after this change as mentioned at the beginning of the thread.
  • edited 17 days ago
    The post from @DWL-SDCA — and the files you sent in response — aren't relevant to this issue.

    Rather than adding new items, can you try closing Zotero and copying the zotero.sqlite file from the Zotero data directory of the original account to the data directory of the new account? You'll want to have Zotero use the exact same database file to make sure you're testing the same data. (Don't set up syncing or anything, and don't both copying files from 'storage' — the goal is just to have the exact same database.)

    Uninstalling Word generally wouldn't remove all the configuration files, so if you still can't reproduce it in the new account with the same database, there's likely still some sort of problem with the old Word configuration.
  • did what you wrote @dstillman : copied the zotero.sqlite file from my original account to the Zotero instance of the test local account. And it worked fine. I'll send the file even though I'm not sure you need it. I'll add to that file a screen capture of my 'native' Zotero data directory that seems a bit messy (compared to the Zotero data directory of the new account). Since there might be stuff there that should be deleted. As I can't reproduce the issue, if the problem isn't in my messy Zotero data directory, please advise on what to do next.
  • edited 17 days ago
    No, the issue isn't in the Zotero data directory — it'd be in the Word setup. No need to send anything.

    @adomasven might have some suggestions of what you can clear in your Word profile. I would start by making extra sure you've either disabled or uninstalled any other Word plugins or programs that might be interfering.
  • @udonna: And just to confirm, you're trying the exact same thing? Citing the exact same items with the exact same document, and in the old account you get this problem and in the new account you don't?
  • edited 16 days ago
    @dstillman I've been doing the tests with 2 out of the 3 initial citations used in the video I sent, as it seemed sufficient. But it's not the same doc. Each time I create a new blank Word doc. And yes, each time in the old account I get the problem with the diacritic citations and in the new account I don't. I'll add that in the new account the PDFmaker plugin wasn't deactivated and inserting these diacritic citations works fine, while in the old account I've disabled the addin as suggested above, but it didn't have any impact.
  • Some users that had similar Word config issues in the past didn't manage to solve them even when resetting word config. Still, it is worth a try, since switching a Windows user account is likely a less preferable option. See https://support.microsoft.com/en-gb/office/how-to-reset-user-options-and-registry-settings-in-word-298d8a79-7a68-48a2-8946-2e8f98840314

    I'd start with resetting the "Normal.dotm" template (at the bottom of the page), then resetting the Options registry keys, then going through others one by one. Make sure you make backups of those registry entries as described at the top of the page.
  • Resetting (regenerating) Normal.dotm, didn't solve it. So removed the existing Zotero.dotm file from the STARTUP folder, reinstalled Zotero and then reinstalled the Zotero.dotm file per https://www.zotero.org/support/word_processor_plugin_manual_installation since it wasn't added automatically to the STARTUP folder post Zotero installation. But still didn't work. When reaching the registry keys, was clueless as to what to change the key values since they write in the MS support article referenced above that the Support.dot template isn't included in current Word versions (later than 2007) and in any case would have needed a specific reference of which keys to change and the specific value to enter.
    You can add me to the list of users who failed to cope with solving Word-Zotero issues. And you're right @adomasven, it's a miserable situation to have to work with the test user/create a new user in order to use Zotero.
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