Zotero crashing

Elisabeth Krull
Hi there, Zotero recently keeps causing MS Word to crash when I try to reference a source. I get the message that "Microsoft Word stopped working" and then it shuts down all my Microsoft docs that I am working with. Any thoughts anyone? Many thanks in advance, Eli
  • adomasven
    What version of Word?
  • Elisabeth Krull
    It's MS Office Professional Plus 2013
  • bwiernik
    What specific version number? You should be at least 15.0.4971.1002. If you’re below that, first try to update Word.
  • Elisabeth Krull
    Yes, that's the one: 15.0.4971.1002

    It tends to work well for a few hours and then starts playing up.

    I have already removed all Zotero references from the other Word docs that I have open to revisit stuff I have written in the past and only use Zotero in the chapter I am working on. And I now save all the PDFs I have opened to my hard drive instead of leaving them open in Zotero.
  • bwiernik
    Does the crash happen in a completely empty document? What about if you use one of Word’s advanced features, like cross-referencing?
  • Elisabeth Krull
    No, that hasn't happened. Only when I try to insert a Zotero reference. It happened again earlier despite having worked fine for a few hours prior to the incidence. Once it has happened, it keeps happening multiple times per hour. Not every single reference, but every other.
  • bwiernik
    Does it happen in an empty document?
  • adomasven
    edited November 10, 2017
    Ok, lets try this fix. Follow these instructions carefully:

    1. Open zotero installation folder (default C:\Program Files (x86)\Zotero)
    2. Navigate to extensions\zoteroWinWordIntegration@zotero.org
    3. Download this zip file
    4. Remove the contents of the folder you had opened and replace them with the contents from the zip (you will need to navigate to zotero-word-for-windows-integration-test-crash-fix within the zip file).

    Use Zotero with Word as you do normally and report if you still get any crashing (or, if you don't)
  • esegni
    I followed the instructions but the problem remain with this following report message:

    Zotero experienced an error updating your document.
    The remote procedure call failed.
    [cursorInField:document.cpp]
  • adomasven
    I should have mentioned you should have restarted Zotero after replacing those files. Does restarting Zotero help?
  • esegni
    I restarted Zotero. in the first time zotero had not restarted and asked checking up dates.in the second attempt zotero restart but word continue to crash
  • adomasven
    Ok. Please make sure you have the latest version of Zotero first (which seems like you do now). Then perform the procedure of copying the files again, restart Zotero and try again.
  • esegni
    ok. cela fonctionne avec des fichiers nouveaux mais pour mes anciens documents (qui sont pleins de references éditées avec l'ancienne version de Zotero avant la mise à jour) je n'arrive toujours pas à insérer de nouvelles references avec zotero standalone. comment puis je mettre à jour ces anciens documents si c'est possible..
  • esegni
    Et ça recommence.... même avec les nouveaux fichiers word cela fonctionne quelques temps mais à la cinquième reference insérée ça crashe...suis paniquée
  • adomasven
    @esegni You should update Word 2013 to the latest version 15.0.4981.1001

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