Zotero crashing on Mac

Hello,

Whenever I click on Add/edit citation on Word, Zotero quits unexpectedly. I uninstalled and installed Zotero again and restarted the computer. It doesn't work. I have a Mac and it's fully updated. Could anyone help, please?
  • edited September 13, 2021
    @famontero85: Can you provide a Report ID? What exact versions of Word and macOS?

    And can you provide a crash report?
  • There is no Report ID because what happens is that Zotero just shuts down whenever I try to add a reference in Word. So I can't really get the real Report ID for that error. Word version is 16.52 (21080801) and macOS version is Big Sur (11.5.2). Thank you very much for your help. I'll post the crash report in chunks because it's too long:

    Process: zotero [4861]
    Path: /Applications/Zotero.app/Contents/MacOS/zotero
    Identifier: org.zotero.zotero
    Version: 5.0.96.3 (5.0.96)
    Code Type: X86-64 (Translated)
    Parent Process: ??? [1]
    Responsible: zotero [4861]
    User ID: 501

    Date/Time: 2021-09-14 12:24:39.961 -0400
    OS Version: macOS 11.5.2 (20G95)
    Report Version: 12
    Anonymous UUID: DA3C3B0F-6C16-E66F-8390-E317270F673A

    Sleep/Wake UUID: D83AF9A2-28DA-4692-9486-8F9A63CCBA0D

    Time Awake Since Boot: 38000 seconds
    Time Since Wake: 260 seconds

    System Integrity Protection: enabled

    Crashed Thread: 0 Dispatch queue: com.apple.main-thread

    Exception Type: EXC_BAD_ACCESS (SIGSEGV)
    Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000000
    Exception Note: EXC_CORPSE_NOTIFY

    Termination Signal: Segmentation fault: 11
    Termination Reason: Namespace SIGNAL, Code 0xb
    Terminating Process: exc handler [4861]

    VM Regions Near 0:
    -->
    __TEXT 100270000-100272000 [ 8K] r-x/rwx SM=COW

    Thread 0 Crashed:: Dispatch queue: com.apple.main-thread
    0 libsystem_platform.dylib 0x00007fff20481552 _platform_strlen + 18
    1 libZoteroWordIntegration.dylib 0x0000000134b26b8d copyNSString + 45
    2 libZoteroWordIntegration.dylib 0x0000000134b26f88 getWordVersion + 136
    3 XUL 0x000000010cc3dfc4 ffi_call_unix64 + 76
    4 ??? 0x0000000119a72050 ???
  • We always need a Report ID.
  • You can stop posting these. We only need the beginning.
  • OK, this is the Report ID 927947369
  • edited September 14, 2021
    OK, for a crash like this, be sure to say you're using an Apple Silicon Mac — that's relevant here.

    This is likely a macOS bug. We haven't seen other reports of this in 11.5.2, but there were other Rosetta bugs in earlier versions of Big Sur.

    Also make sure that you don't have Word set to run under Rosetta (File → Get Info on Word in the Applications folder).
  • I am having the same issue. Zotero keeps crashing every time I try to add a citation. I am using a Macbook Pro M1 with all updates. I have tried all the recommendations I read here nothing is workin. Any help there please?
    Process: zotero [3381]
    Path: /Applications/Zotero.app/Contents/MacOS/zotero
    Identifier: org.zotero.zotero
    Version: 5.0.96.3 (5.0.96)
    Code Type: X86-64 (Translated)
    Parent Process: ??? [1]
    Responsible: zotero [3381]
    User ID: 501

    Date/Time: 2021-10-12 02:59:49.803 +0300
    OS Version: macOS 11.6 (20G165)
    Report Version: 12
    Anonymous UUID: 810C2EAF-ACF2-389E-8331-675A00C2673D

    Sleep/Wake UUID: 99845B14-3774-4C4B-8BFA-A23EDAE1E538

    Time Awake Since Boot: 15000 seconds
    Time Since Wake: 7300 seconds

    System Integrity Protection: enabled

    Crashed Thread: 0 Dispatch queue: com.apple.main-thread

    Exception Type: EXC_BAD_ACCESS (SIGSEGV)
    Exception Codes: KERN_PROTECTION_FAILURE at 0x0000000307b15ff8
    Exception Note: EXC_CORPSE_NOTIFY

    Termination Signal: Segmentation fault: 11
    Termination Reason: Namespace SIGNAL, Code 0xb
    Terminating Process: exc handler [3381]


  • Could you provide more details? What are the full steps that produce this crash after starting Zotero and Word? What suggestions have you tried?
  • It is working now! so far so good. Just after sending the message, I deleted Mendeley and restarted the Mac. However, I wonder whether it was Mendeley causing it because the problem was occurring before downloading Mendeley as an alternative ( I did not like it!). As for the steps that were causing it, it was every time I tried to insert a citation. First, Zotero Preference doc window kept popping up bigger than Mac screen without the possibility to reduce its size and moving to the next step as the OK option was not there. I have managed to resize it by resetting the layout.css.devPixelsPerPx from -1 to 2 as suggested in a thread here. It worked as far as the next stage only. I was able to have the citation bar appearing where I could select the reference to insert but then I could not go any further as everything kept freezinging( Word doc). The problem kept reoccurring even after reinstalling Zotero many times. Now it is fine but I still cannot tell exactly what was causing the issue. I hope it will not happen again. Thanks for your assistance
Sign In or Register to comment.