Word crashing when using the Zotero Add-In

ingmar87
I am a Mac user, and using the new 16.54 version of Word and the 5.0.96.3 version of Zotero. I keep coming across the same issue over and over again: when I try to remove an in-text citation, the program just freezes on the spinning wheel. When I try to add an in-text citation, I get an error message that leads me to your troubleshooting page. I have tried everything: restarting, debugging, removing add-ons in word, and changing my citation style. Nothing works. Please help!!!!




The error message that I get from Word when "Force Quit" the program starts with (even though I dont know if this helps; the rest of the error message is very very long):

Data Source: Stackshots
Shared Cache: 0x2bbc000 239186BE-8A04-3698-B663-57BA857790CE

Command: Microsoft Word
Path: /Applications/Microsoft Word.app/Contents/MacOS/Microsoft Word
Identifier: com.microsoft.Word
Version: 16.54 (16.54.21101001)
Parent: launchd [1]
PID: 6935

Event: hang
Duration: 16.06s
Duration Sampled: 2.29s (process was unresponsive for 14 seconds before sampling)
Steps: 23 (100ms sampling interval)

Hardware model: MacBookPro16,2
Active cpus: 8
Boot args: chunklist-security-epoch=0 -chunklist-no-rev2-dev

Time Awake Since Boot: 2200s
  • dstillman
    edited November 15, 2021
    when I try to remove an in-text citation
    Meaning what, exactly? Removing a citation just means deleting it from the document.
    When I try to add an in-text citation, I get an error message that leads me to your troubleshooting page.
    Can you provide a Report ID?

    Does this happen in a new document? If not, the troubleshooting page would be the steps to follow.
  • ingmar87
    Hello,

    thank you for the quick answer!

    It happens everytime, when I change a Zotero citation in a Word document, i.e. when I click at an existing citation and the citation number is highlighted/marked in grey or when I remove such a citation. I also happens in a new document, yes.

    For the other problem: It happens when I try to add several citations at the same time. Single citations work fine. I do not get a report ID. Only an error message asking me whether I want to read the troubbleshooting page. I went through all the steps already but it keeps doing it. https://www.zotero.org/support/kb/debugging_broken_documents
  • dstillman
    edited November 16, 2021
    when I change a Zotero citation in a Word document, i.e. when I click at an existing citation and the citation number is highlighted/marked in grey or when I remove such a citation.
    It's still not clear what you mean by that. See Steps to Reproduce for the kind of description we need. It's not clear from your description if you're even interacting with the Zotero plugin at all. Since you say it's happening in a new document, we'd want every single thing you're doing in a new document until the problem occurs.
    I do not get a report ID.
    You can always provide a Report ID. I linked to instructions.
  • ingmar87
    I think I found the problem myself. There was still a mendeley PlugIn that I did not use for ages installed in the word program. Since I deleted it everything works just fine.

    Maybe this is helpful for people with similiar problems that were described in this forum.

    Thank you anyways!
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