Can't communicate error message

Mumtaza247
report ID:1372865352
I installed zotero and the connector but I got the message 'can't communicate...' so I tried to uninstall and reinstall both the connector and the program. Whilst I could uninstall the connector extension, I cannot remove zotero from the Word ribbon.
I am using word 365 and win 10.
Is zotero incompatible with my set-up? If not, what is causing the install/ use issues? How do I completely remove the current install of zotero from my machine? Thanks.
  • dstillman Zotero Team
    What version of Word, exactly?

    See these steps: https://www.zotero.org/support/word_processor_plugin_troubleshooting#communication_error_or_non-responsive_plugin_buttons
  • Mumtaza247
    Word for Office 365 MSO, 32-bit.
    I have checked and the integration was enabled. I have switched off defender and retried but I still get the 'can't communicate' error message.
  • dstillman Zotero Team
    We need the exact version: https://support.office.com/en-gb/article/find-details-for-other-versions-of-office-8e83dd74-3b83-4528-bda6-6ff6118f8293
  • Mumtaza247
    This version of office is Office 365 ProPlus, 32-bit, click to run, v1902.
  • dstillman Zotero Team
    Did you just start using Zotero, or have you used it previously on this computer? Was the plugin in Word previously?

    If it was previously in Word, an automatic update may have failed and you may be on an outdated version, so you can try reinstalling the plugin manually.
  • Mumtaza247
    It was a recent install as a new user.
    I have tried to install the plug-in manually. The start-up folder has no visible folders/ files but when I tried to paste the copied zotero.dotm file into the folder, a message said that there was already a copy. I couldn't paste the file because it says that there is an open document, but there are no open files on the computer.
  • Mumtaza247
    Zotero is visible on the ribbon bar in word. When I click on it there are drop drop bar but when I click on the icons, I get the can't communicate error message.
  • dstillman Zotero Team
    If it's a new install, there's no need to worry about the manual installation, because what you're seeing in Word would already be the latest version.

    Have you tried restarting your computer?
  • Mumtaza247
    Yes, I restarted after installing, and making changes. I've just restarted and there is still no communication between word and zotero though.
  • dstillman Zotero Team
    edited March 30, 2019
    @adomasven may have some other ideas, but the main remaining reasons we know of are in the troubleshooting steps (so running user and security software for you).
  • 247Mumtaza
    I used the uninstall file to uninstall the program. It removed some files but left me with a folder in the user directory. Zotero is still visible on the Word ribbon, and I can see several macros for Zotero, however, I cannot delete them.
    How do I remove Zotero and all associated files from the computer?
  • dstillman Zotero Team
    Did you mean to create a new account?

    To remove the plugin, delete the .dotm from your Word startup folder.
  • 247Mumtaza
    I've tried to remove the .dotm file but it is not visible in the Word startup folder and cannot be found to remove it.
    There must be somewhere else that puts the Zotero macros onto the ribbon in Word because it is still there after uninstalling with the Zotero uninstaller and restarting the computer.
    I can't remove the macros from within word because there is no option to do it within the macro menu - delete is not activated.
  • 247Mumtaza
    Here's a way to remove Zotero from the ribbon: Go to word, choose file, choose options, choose add-in and click manage, choose template, click remove, ok.

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