Unable to Add Citation on Mac Word

PLAYOFFS_MOON
I am not able to add citations to Word as it is stating that Zotero experienced an error updating your document.Even in a new empty document.report ID:1062137916
Debug ID:D1710173773
version details:
MacOS Big Sur 11.0.1
MS word 16.43
zotero version 5.0.93
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  • dstillman
    [JavaScript Error: "The operation couldn't be completed. (OSStatus error -1728.) @[setTextRaw:field.m:460]" {file: "file:///Applications/Zotero.app/Contents/Resources/extensions/zoteroMacWordIntegration@zotero.org/components/zoteroMacWordIntegration.js" line: 230}]
    If you're getting an error inserting a citation into a word processor document, see Debugging Broken Documents.

    If you're getting this even in a brand new empty document, let us know.
  • PLAYOFFS_MOON
    I am getting this even in a brand new empty document
  • PLAYOFFS_MOON
    I am getting the error even in a brand new empty document，help me.
  • adomasven
    Could you install the Zotero Beta and produce a Report ID for the error?
  • PLAYOFFS_MOON
    I have installed the lastest Zotero Beta, but I am still getting the error. the report ID:27890211
  • adomasven
    Could you right-click the item that you were trying to cite here in Zotero, select Export Item, export it as Zotero RDF, upload the rdf somewhere (like Dropbox) and share a link here? What citation style are you using?
  • PLAYOFFS_MOON
    https://drive.google.com/file/d/1mCTSy_eNS_r2e3_aIMo-ixiwc_pIn5Ov/view?usp=sharing ,I've tried all the default citation styles
  • adomasven
    What are the steps to reproduce this error in a new document with the citation you have sent?
  • PLAYOFFS_MOON
    when selecting a paper item to cite and clicking the “OK”
  • adomasven
    edited December 14, 2020
    See provide steps to reproduce and explain in full what you do from opening a new document in Word.
  • PLAYOFFS_MOON
    Report ID 233487990
    Steps to reproduce:
    1. Start Zotero and Microsoft Word
    2. Create a new document in the Word
    3. Click on “Add/Edit citation” .
    3. Select a citation style of "Chicago Manual of Style 17th edition (note)" and click on "OK".
    4. Select a paper item and click on "OK".

    Zotero displays the message “Zotero experienced an error updating your document. Would you like to view troubleshooting instructions?” in the middle pane.
  • adomasven
    Did it used to work on this computer before? Did you try restarting the computer? Can you create a new macOS user account and see whether it works there?
  • PLAYOFFS_MOON
    edited December 14, 2020
    It never worked on this computer, and I have already tried to restart the computer, re-install the MS Word and Zotero, use a new macOS user account. It still doesn't work.
  • adomasven
    edited December 15, 2020
    Do you have any security software running on the computer? Have you tried disabling it?
  • PLAYOFFS_MOON
    Only system firewall software, and I shut down it, the error still exists
  • dstillman
    What software, if you don’t mind saying so? Security software on a Mac is pretty rare and could easily cause problems.
  • PLAYOFFS_MOON
    Firewall in system preferences of MAC OS，It's not a third-party software
  • adomasven
    edited December 15, 2020
    Could you install the Zotero Beta, produce the error and generate another Report ID (the Beta version includes better error logging that might help us identify the issue)?

    Sorry, you don't have to do this. Posted on the wrong thread. Still looking for a solution here.
  • PLAYOFFS_MOON
    You can read my reply yesterday
    "PLAYOFFS_MOON yesterday at 6:55pm
    I have installed the lastest Zotero Beta, but I am still getting the error. the report ID:27890211."
  • adomasven
    Could you download this RTF test file and this AppleScript file and place them both in your user's Downloads folder (i.e. /Users/[username]/Downloads)? Then close all Word windows and open one with a new document. Open the test_word.scpt file by double-clicking, which will open the Script Editor. Press the "Run" button which looks like a standard "Play" button, a Right-facing triangle. You should either see an error message in the Script Editor at the bottom, or Word will prompt you to grant access to the "text.rtf" file in your Downloads folder and insert the RTF text there. Please report what happens.
  • PLAYOFFS_MOON
    I see that Word prompts me to grant access to the "text.rtf" file in my Downloads folder and I insert the RTF text. then the RTF text appears in the Word.
  • PLAYOFFS_MOON
    I really want to use it, many friends recommend Zotero to me.
    So.... do you find the cause of the problem.
  • adomasven
    Sorry, this is a recent issue and one that is nebulous to debug because we cannot reproduce it locally, we can only debug it via someone else's system, like yours. Thanks for working with us so far! Could you download this script and run it with a fresh Word document open? It doesn't matter where you store it. Does it successfully insert text into Word?
  • PLAYOFFS_MOON
    Yes, it successfully insert text into Word
  • adomasven
    If you go to
    /private/var/folders/w3/[someRandomText]/T/com.microsoft.Word/
    on your mac do you see a file that looks like "zotero.XXXXXX.rtf", where X - any symbol. You will need to use Cmd-Shift-G in Finder to go to that folder. Do you see such a file if you attempt to use the Zotero plugin?
  • PLAYOFFS_MOON
    just find a folder of "com.microsoft.Word" in
    /private/var/folders/6j/2h7qq4y16hj2jnj0kwlh39f00000gn/T/com.microsoft.Word
    But there is no "zotero.XXXXXX.rtf" file.
  • PLAYOFFS_MOON
    What should I do next？
  • PLAYOFFS_MOON
    @adomasven
  • PLAYOFFS_MOON
    @dstillman
  • adomasven
    @PLAYOFFS_MOON Sorry about not responding, I don't have anything new for you, not for the lack of trying. Also unfortunately a much bigger issue with the new M1 Macs has surfaced which currently requires all our attention. For now I suggest updating macOS and Word as updates arrive from Apple and Microsoft, which might also resolve this. I'll post on this thread if there's any news regarding your issue.

    We have a user that's facing a similar issue with a late 2012 iMac, although it is intermittent for them. I wonder if you have a similar machine from a similar period?
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