Zotero + MS Word = Wheel of Death

Every time I try and use Zotero in MS Word, I get the wheel of death and I have to "force quit" both Zotero app and MS Word.

I sent an e-mail to the Support Team and my Report ID: 1254866208.

When it crashed it gave me a snippet of the following information:

Date/Time: 2022-08-03 22:15:23.139 -0500
End time: 2022-08-03 22:15:50.629 -0500
OS Version: macOS 12.4 (Build 21F79)
Architecture: x86_64h
Report Version: 35.1
Incident Identifier: 96F4E378-6031-4B0E-ACCC-5090C964CDB2
Share With Devs: Yes

Data Source: Stackshots
Shared Cache: 398ACFB4-57F6-31E0-BC82-E9959E5C92CE slid base address 0x7ff812ad5000, slide 0x12ad5000
Shared Cache: 05187957-23EA-3199-8409-676C51C59E46 slid base address 0x7ff81810c000, slide 0x1810c000

Command: zotero
Path: /Applications/Zotero.app/Contents/MacOS/zotero
Identifier: org.zotero.zotero-beta
Version: 6.0.12 (6.0.12)
Team ID: 8LAYR367YV
Architecture: x86_64
Parent: launchd [1]
PID: 1133
Time Since Fork: 180s

Event: hang
Duration: 27.49s
Duration Sampled: 1.10s (process was unresponsive for 26 seconds before sampling)
Steps: 11 (100ms sampling interval)

Hardware model: MacBookPro16,3
Active cpus: 8
HW page size: 4096
VM page size: 4096
Boot args: chunklist-security-epoch=0 -chunklist-no-rev2-dev

Time Awake Since Boot: 621s
Time Since Wake: n/a (machine hasn't slept)

Fan speed: 2905 rpm
Total CPU Time: 1.626s (6.0G cycles, 8.7G instructions, 0.69c/i)
Advisory levels: Battery -> 3, User -> 2, ThermalPressure -> 1, Combined -> 2
Free disk space: 229.72 GB/465.63 GB, low space threshold 3072 MB

Any help you can provide is greatly appreciated!


  • edited August 4, 2022
    Meaning that this happens when you click Add/Edit Citation in Word?

    What exact version of Word, and what citation style? If you're running Word <16.63 and using a footnote style, you just need to update Word.
  • Yes, I click on "Zotero". Then I click "Add/Edit Citation", and it pops up which style I want, and I select "Society of Biblical Literature 2nd edition (full note). Footnoes, Fileds, and Automatically Update Citations. And click "OK" and Then I get the wheel of death.

    I'm running MS Word for Mac, version 16.63.1 (22071301).
  • Close Zotero, open a new Word document, open Script Editor via Spotlight, paste this in, and run it:

    tell application "Microsoft Word"
    set fn to make footnote at character 1 of active document
    set rn to text object of fn
    set fl to create new field text range rn
    end tell

    Does it insert a footnote in Word, or does it freeze?
  • It says, "Script Error" "Microsoft Word got an error: The object you are trying to access does not exist."

    Then it gives the following under "Result":

    error "Microsoft Word got an error: The object you are trying to access does not exist" number -1728 from text object of footnote 3 of character 1 of active document
  • Ah, it does insert a footnote in the document. My bad.
  • edited August 4, 2022
    No, it's still broken — that should complete without an error. So you somehow have a version of Word that still has the bug from the linked thread. This isn't a Zotero issue at all (hence the error with just Script Editor and Word open). Most likely the Officer updater didn't properly update part of your installation.

    Best I can suggest is to delete Microsoft Word from Applications and reinstall it from this page. We haven't had any other reports of this in the last three weeks, and it's entirely on Microsoft's side.
  • Okay. I've uninstalled and reinstalled MS Word from the link, but unfortunately, I'm still getting the wheel of death.
  • edited August 4, 2022
    It shouldn't matter for this, but you should try updating your Mac to macOS 12.5.

    If that doesn't help, you can also try Word 16.63 from that page, though it should certainly work in 16.63.1.
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