[In need of desperate help] Work could not communicate with zotero

mehhhchelle
Hello, i didnt have this problem before but now i keeps popping out the message that "word could not communicate with zotero. please ensure that zotero is open and try again"

It was open and i redownloaded it. I'm using Word 16.39 and zotero 5.0.90-beta.2+8614e73aa
  • dstillman
    Can you provide a Report ID?
  • mehhhchelle
    The report id is this: 2035439580
  • dstillman
    This can happen if you previously started Zotero from a disk image instead of starting it from Applications, or if you have multiple copies of Zotero in Applications (e.g., if you renamed the beta version of the app). Close Zotero, go to your Zotero profile directory, and delete extensions.json.
  • mehhhchelle
    I've deleted it but the issue isnt solved yet. Is there a way to just completely remove any trace of zotero on my mac and re-download it?
  • dstillman
    Don't do anything drastic. We'll help you with this.

    Can you say whether either of the two things I say above could have caused this apply in your case?

    If you go to Tools → Add-ons in Zotero, do you see the Word and LibreOffice plugins listed, and do they show as enabled? If you go to the Cite → Word Processors pane of the Zotero preferences, do you see sections for the two word processor plugins, or is it empty?

    Can you email the extensions.json file from your profile directory support@zotero.org with a link to this thread?
  • mehhhchelle
    They're both enabled! Sure, thank you so much for all the help as well.

    I did click it once in disk image mode but then deleted it.
  • dstillman
    I suspect you didn't close Zotero completely before deleting extensions.json. Particularly if you previously started Zotero from the disk image, deleting that file with Zotero closed should really fix this.

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