Debug ID: D2025549378 -- Zotero standalone is crashing Word

euanmc
Zotero just stopped communicating with Word for me today. I had previously been using it for many months with no problem.

I am using Zotero standalone.

If I open a new word document, and click insert citation, the document preferences dialog box comes up fine, and I can select a style. However as soon as I click "OK", Microsoft Word freezes, and I have to close it from the task manager. Once it closes, Zotero Standalone gives me the error:

Zotero experienced an error updating your document.
'The remote procedure call failed.
code: "0" function: "zoteroWinWordDocument::SetDocumentData"
location: "zoteroWinWordDocument.cpp"' when calling method: [zoteroWinWOrdIntegrationErrorHandler::throwError]

I uploaded the debug file to the Zotero servers with the ID D2025549378.

Trying to edit a citation in an existing document causes a similar error.

I am not sure what could have caused this, as the only things that might have changed on my computer from the last few days are possibly some Windows updates, and a new version of Acrobat Reader.

I have tried uninstalling and reinstalling the Word Add-on through Zotero standalone's preferences, this did not make any difference. I also looked through the documentation / troubleshooting guides and searched the forums, but didn't find anything helpful.

Any suggestions would be appreciated.

Thank you.
  • euanmc
    Uninstalling zotero including its stored preferences, performing a full online repair of Microsoft Word 2013, re-installing Zotero, and then enabling all the "Inactive" things in the File->Options->Add-Ins section of Microsoft Word seemed to fix things. I'm not sure which of these steps was the key step here, or what went wrong in the first place. Anyway, it seems to be working now, after many hours of trying to fix it.
  • euanmc
    The solution above worked for a couple weeks, and then a similar problem re-occurred (clicking insert citation in a new document causes Word to crash). However, the error message is now:

    'The remote procedure call failed.
    code: "0" function: "zoteroWinWordDocument::CursorInField"
    location: "zoteroWinWordDocument.cpp"' when calling method: [zoteroWinWOrdIntegrationErrorHandler::throwError]

    This is an installation on my own computer (not a IT-managed work computer').
  • adamsmith
    can you see if you can produce a debug ID from Zotero for inserting a citation (or rather trying to) in Word?
    https://www.zotero.org/support/debug_output

    More generally, though, Word shouldn't keep on crashing and you're pretty much the only person who reports that it does, so it's quite likely that something is broken about your Word installation. Would it be hard for you to try re-installing Word?
  • euanmc
    I just reproduced this. The Debug ID is D1537213174.

    I will look into re-installing Word. I purchased downloadable version from my workplace, and will need to make sure I still have access to it.
  • adamsmith
    can't guarantee that it'll work, so hold-off if it turns out to be a major hassle.
    @Dan - can you see anything unusual beyond the error message in the debug?
  • dstillman
    No, just that.
  • adamsmith
    @euanmc - an update for the Word add-on has just been released about 30mins ago. Try updating your add-ons and try again, there's a small chance that will help.
  • euanmc
    How do I run this update - through Word or through Zotero?

    I just tried clicking on Tools->Add-ons in Zotero, and it brings up a window with a "Loading..." icon that seems to stay there forever (at least 30s).
  • adamsmith
    from Zotero. Click on "Extensions" in the add-ons window in Zotero.
  • euanmc
    It says that Zotero Word for Windows 3.1.15.SA.4.0.19 was last updated March 30, 2014.

    I also did the "Check for Updates" under the gear icon at the top-right of that Window, and it says "No updates found". Does the update become available for people at different times so that the server doesn't become overwhelmed when it is released?

    Thanks for all your help!
  • adamsmith
    hmm - @Dan any thought why that doesn't auto-udpate? Will that have to wait for the ZSA update?
  • dstillman
    Yes, the bundled plugins aren't updated except with new versions of Standalone.
  • euanmc
    I just tried reinstalling both Office 2013 and Zotero Standalone. Surprisingly, this didn't fix my problem. Perhaps I didn't catch all my stored preferences with the Office uninstall, or perhaps it is a problem with Windows in general? I will try to do a more complete Office uninstall tomorrow.
  • adamsmith
    I'd wait for the next Zotero version - that should be out tonight or tomorrow I think.
  • dstillman
    It's out.
  • laralam
    Hello, I am using Zotero for firefox, using word 2013 in Windows 7.

    I have the same problem: when adding/editing a citation Microsoft Word freezes but by using task manager it works immediately. I have just updated the plugin for word, but it still does not work as expected. Any idea on how shall I fix this?

    I have the Zotero version 4.0.20.1 that should be the last release, right?

    Thank you!
  • newcomer829
    Hi. I have been using Zotero for a long time on Windows 7, and I just had this same error today. I am also using the newest releases of Zotero and the MS Word add-on. I just installed MS Office 2013 today, and the error only occurs after installing Office 2013 and all of its updates. It seems that one of the MS Office updates may be the problem. All of the MS Office updates from 2013 do not cause this crash. I am suspicious that the batch of updates released on or after April 8, 2014 may be problematic.
  • dstillman
    newcomer829: Can you provide a Report ID?
  • newcomer829
    I already reverted all of the MS Office updates to get it working properly again, so I can't quickly create a report ID, but I did grab a logfile when it crashed--does that help? A link to it is pasted below. If you need the Report ID I can re-install all of the updates and re-break it, but I don't want to do that unless necessary because I'm in the midst of a thesis.

    Thanks much for your help!

    Here a link to the crash logfile:
    https://dl.dropboxusercontent.com/u/1445758/zotero%20office2013%20crash%20log.txt
  • newcomer829
    Oops, sorry. I just checked the "Report Errors" option and it did indeed have some errors to report. I submitted those and this is the report ID: 357028642
  • dstillman
    edited December 29, 2014
    Simon can take a look, but have you tried disabling your security software? [Well, I guess you've downgraded, but it might be worth trying that. I'd think we'd have many more reports of this if it was affecting everyone who upgraded.]
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