word 2019 for Mac and Zotero experienced an error updating your document

ztZYQ
while I'm using add bibliography is word 2019 for Mac , the problem of Zotero experienced an error updating your document always appeared.
To solve this problem, I've reinstall the Zotero and Microsoft office, and follow the 9 steps proposed in troubleshooting instructions, while this problem still occurs.
For convenience, all the steps were conducted in a blank new word document, i.e, there should be no corrupt due to previous citation.
The Zotero has updated to the latest version of 5.0.77, and word is the version of 16.19
  • dstillman
    edited November 21, 2019
    You're saying that you get this message trying to insert a citation into a new Word document with nothing in it?

    Can you provide a Report ID?
  • ztZYQ
    Report ID:1253750522

    There is no problem with citations adding, but when add bibliography, the warning occurs.
  • adomasven
    Can you update Word? The most up to date version is 16.31, you might only be able to get a slightly lower version depending on the setttings of your account, but 16.19 is fairly old by this point.

    Otherwise, which style are you using? Have you tried reinstalling the plugin from Zotero Preferences? Do the items you are citing contain non-Latin symbols or Latin symbols with diatrics?
  • ztZYQ
    Thanks for your advise.
    I have updated word to 16.31, and reinstalled the plugin, while this problem still occurs.
    All style have been tried, with no improving but worse for some citing style, for some citations will not display with style changing.
    To check symbols, some citations are cited in word and then it is delivered to someone else, it turns out that he could generate the bibliography for all style. So it seems no abnormal symbols are included?


  • adomasven
    Could you create a new user profile on your Mac and see whether you can generate the bibliography there? If you can it would suggest a problem with your Word profile/configuration.
  • ztZYQ
    Do you mean regenerate a new Zotero profile in ⁨Application Support⁩ ? I delete it and restart the Zotero, but the problem still generates. Besides, the word was reinstalled, so all settings should be default.
  • dstillman
    No, a new macOS user account.
  • ztZYQ
    I've created a new user account, then the warning becomes word cannot communicate with Zotero. Much worse.
    Maybe it have something to do with System Recover with time machine? Some days earlier I reinstalled the macOS using Time Machine? Maybe the word profile/configuration changed?
  • dstillman
    I've created a new user account, then the warning becomes word cannot communicate with Zotero.
    With Zotero running? You should make sure you log out of the old account and have Zotero running in the new account.
  • ztZYQ
    I tried again, but with the same result of Zotero experienced an error updating your document in new account.
  • adomasven
    Could you send a sample document that does not work for you to support@zotero.org?
  • ztZYQ
    A sample document has been sent to support@zotero.org, and I've tried it in another computer without any warnings.
  • dstillman
    I'm able to insert a bibliography into that document with Zotero 5.0.77 and Word 16.31.

    @adomasven may have some other suggestions, but I would try clearing your Word settings folder (which simply reinstalling Word wouldn't necessarily do) if you haven't yet, and possibly seeing if any third-party software on your system might be interfering.
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