Word could not communicate with Zotero. Please ensure Zotero is running and try again

olesol · April 27, 2020

Hi,

A student at our school is having trouble with the Word Add-in in Word 2016 for Mac.

Report ID: 567089288

Word-version: 16.35
MacOS-version: macOS X 10.15
Zotero-version: 5.0.85
Zotero Word for Mac Integration: 5.0.26.SA.5.0.85

I have tried the following to fix the error:
- Reinstalled Zotero
- Reinstalled the plugin from Zotero. Preferences -> Cite -> Install Microsoft WOrd Add-in
- Make sure “Zotero Word for Mac”, “Zotero for Windows Integration”, and/or “Zotero LibreOffice Integration” are enabled. If any are not, click the “Enable” button. Disabled and Enabled the plugin and restarted Zotero and Word.
- The plugin is showing in Word, even under the Add-ins in the developer tab and it is ticked.
- Zotero.dotm is present in the Word startup folder.

What is the next step? The student in question is quite frustrated and I need some help to figure this out.

I think she might have updated MacOS recently from Mojave to Catalina. Will another reinstallation help?

In advance, thanks for your help.

Regards,
Ole
____________________
Ole Andreas Solberg
BI Norwegian Business School
Library

adomasven · April 27, 2020

Reinstallation is unlikely to help. We would need to see a startup Debug ID from Zotero.

adomasven · April 27, 2020

@olesol
Also it might help to go into Zotero profile directory and remove extensions.json, then restart Zotero.

olesol · April 28, 2020

@adomasven Removing extensions.json did the trick. That was about the only thing I hadn't done. Thanks for your help!