Upgrade StorageZotero and Word crash when inserting a reference
Hi,
I've happily used Zotero for about four years now, but in the past six months I've found it impossible to use. Almost every time I try and insert a reference using the Word plugin, the dialogue box pops up and I choose the citation I want, but when I hit enter Zotero becomes unresponsive and quickly afterwards Word also freezes. Occasionally the first reference I try and insert in a document works successfully, but the second one will crash. I've tried updating all my Word and Zotero software and rebooting. At the end of March it briefly started working again for about a week, but has been crashing ever since. When I open a document with Zotero references already inserted, Word will crash when I even click on a footnote field populated by Zotero. I hope this frustrating bug can be fixed!
My Zotero version is 6.0.8 and I'm using a MacBook Pro (early 2015) running MacOS Monterey 12.3.1. Word is version 16.61. I have an error log for Word crashing but Zotero doesn't give me the option to see an error log after it crashes. Here is the beginning of the Word report:
Date/Time: 2022-05-26 10:08:25.635 +0100
End time: 2022-05-26 10:08:48.532 +0100
OS Version: macOS 12.3.1 (Build 21E258)
Architecture: x86_64h
Report Version: 35
Incident Identifier: 63CB7BCD-7A0E-4410-B990-3AD54BD7A4C7
Data Source: Stackshots
Shared Cache: 6CC5ECDC-5119-37F0-9A85-4F48A50F5F78 slid base address 0x7ff801f5d000, slide 0x1f5d000
Shared Cache: E002DD51-E525-3810-B928-ECF34DA397EE slid base address 0x7ff8149b4000, slide 0x149b4000
Command: Microsoft Word
Path: /Applications/Microsoft Word.app/Contents/MacOS/Microsoft Word
Identifier: com.microsoft.Word
Version: 16.61 (16.61.22050700)
Team ID: UBF8T346G9
Architecture: x86_64
Parent: launchd [1]
PID: 10027
Time Since Fork: 169112s
Event: hang
Duration: 22.90s
Duration Sampled: 4.29s (process was unresponsive for 19 seconds before sampling)
Steps: 43 (100ms sampling interval)
Hardware model: MacBookPro12,1
Active cpus: 4
HW page size: 4096
VM page size: 4096
Time Awake Since Boot: 564812s
Time Since Wake: 373s
Fan speed: 1471 rpm
Total CPU Time: 8.888s (27.1G cycles, 22.1G instructions, 1.23c/i)
Advisory levels: Battery -> 3, User -> 2, ThermalPressure -> 1, Combined -> 2
Free disk space: 8154.41 MB/233.57 GB, low space threshold 3072 MB
--------------------------------------------------
Timeline format: stacks are sorted chronologically
Use -i and -heavy to re-report with count sorting
--------------------------------------------------
Heaviest stack for the main thread of the target process:
43
43 ??? (Visual Basic for Applications + 953977) [0x1030e5e79]
43 DispCallFunc + 752 (OLEAutomation + 143688) [0x107c15148]
43 ??? (OLEAutomation + 142744) [0x107c14d98]
43 ??? [0x111daf055]
43 ??? (Visual Basic for Applications + 1740310) [0x1031a5e16]
43 ??? (Visual Basic for Applications + 1767857) [0x1031ac9b1]
43 ??? (Visual Basic for Applications + 1740310) [0x1031a5e16]
43 ??? (Visual Basic for Applications + 1767857) [0x1031ac9b1]
43 ??? (Visual Basic for Applications + 1740310) [0x1031a5e16]
43 ??? (Visual Basic for Applications + 1767857) [0x1031ac9b1]
43 ??? (Visual Basic for Applications + 1740310) [0x1031a5e16]
36 ??? (Visual Basic for Applications + 1765627) [0x1031ac0fb]
35 ??? [0x111f5206a]
35 usleep + 53 (libsystem_c.dylib + 67465) [0x7ff80215c789]
35 __semwait_signal + 10 (libsystem_kernel.dylib + 17086) [0x7ff8022482be]
*34 ??? (kernel + 708464) [0xffffff80002bcf70]
Process: Microsoft Word (Word) [10027] [unique pid 308467]
UUID: 9A3C9E5F-982B-3C49-A11B-A9E18724CA4C
Path: /Applications/Microsoft Word.app/Contents/MacOS/Microsoft Word
Identifier: com.microsoft.Word
Version: 16.61 (16.61.22050700)
Team ID: UBF8T346G9
Shared Cache: 6CC5ECDC-5119-37F0-9A85-4F48A50F5F78 slid base address 0x7ff801f5d000, slide 0x1f5d000
Architecture: x86_64
Parent: launchd [1]
UID: 501
Footprint: 261.46 MB
Pageins: 2 pages
Time Since Fork: 169112s
Num samples: 43 (1-43)
CPU Time: 0.509s (1557.3M cycles, 360.6M instructions, 4.32c/i)
Note: Unresponsive for 19 seconds before sampling
Note: 4 idle work queue threads omitted
I've happily used Zotero for about four years now, but in the past six months I've found it impossible to use. Almost every time I try and insert a reference using the Word plugin, the dialogue box pops up and I choose the citation I want, but when I hit enter Zotero becomes unresponsive and quickly afterwards Word also freezes. Occasionally the first reference I try and insert in a document works successfully, but the second one will crash. I've tried updating all my Word and Zotero software and rebooting. At the end of March it briefly started working again for about a week, but has been crashing ever since. When I open a document with Zotero references already inserted, Word will crash when I even click on a footnote field populated by Zotero. I hope this frustrating bug can be fixed!
My Zotero version is 6.0.8 and I'm using a MacBook Pro (early 2015) running MacOS Monterey 12.3.1. Word is version 16.61. I have an error log for Word crashing but Zotero doesn't give me the option to see an error log after it crashes. Here is the beginning of the Word report:
Date/Time: 2022-05-26 10:08:25.635 +0100
End time: 2022-05-26 10:08:48.532 +0100
OS Version: macOS 12.3.1 (Build 21E258)
Architecture: x86_64h
Report Version: 35
Incident Identifier: 63CB7BCD-7A0E-4410-B990-3AD54BD7A4C7
Data Source: Stackshots
Shared Cache: 6CC5ECDC-5119-37F0-9A85-4F48A50F5F78 slid base address 0x7ff801f5d000, slide 0x1f5d000
Shared Cache: E002DD51-E525-3810-B928-ECF34DA397EE slid base address 0x7ff8149b4000, slide 0x149b4000
Command: Microsoft Word
Path: /Applications/Microsoft Word.app/Contents/MacOS/Microsoft Word
Identifier: com.microsoft.Word
Version: 16.61 (16.61.22050700)
Team ID: UBF8T346G9
Architecture: x86_64
Parent: launchd [1]
PID: 10027
Time Since Fork: 169112s
Event: hang
Duration: 22.90s
Duration Sampled: 4.29s (process was unresponsive for 19 seconds before sampling)
Steps: 43 (100ms sampling interval)
Hardware model: MacBookPro12,1
Active cpus: 4
HW page size: 4096
VM page size: 4096
Time Awake Since Boot: 564812s
Time Since Wake: 373s
Fan speed: 1471 rpm
Total CPU Time: 8.888s (27.1G cycles, 22.1G instructions, 1.23c/i)
Advisory levels: Battery -> 3, User -> 2, ThermalPressure -> 1, Combined -> 2
Free disk space: 8154.41 MB/233.57 GB, low space threshold 3072 MB
--------------------------------------------------
Timeline format: stacks are sorted chronologically
Use -i and -heavy to re-report with count sorting
--------------------------------------------------
Heaviest stack for the main thread of the target process:
43
43 ??? (Visual Basic for Applications + 953977) [0x1030e5e79]
43 DispCallFunc + 752 (OLEAutomation + 143688) [0x107c15148]
43 ??? (OLEAutomation + 142744) [0x107c14d98]
43 ??? [0x111daf055]
43 ??? (Visual Basic for Applications + 1740310) [0x1031a5e16]
43 ??? (Visual Basic for Applications + 1767857) [0x1031ac9b1]
43 ??? (Visual Basic for Applications + 1740310) [0x1031a5e16]
43 ??? (Visual Basic for Applications + 1767857) [0x1031ac9b1]
43 ??? (Visual Basic for Applications + 1740310) [0x1031a5e16]
43 ??? (Visual Basic for Applications + 1767857) [0x1031ac9b1]
43 ??? (Visual Basic for Applications + 1740310) [0x1031a5e16]
36 ??? (Visual Basic for Applications + 1765627) [0x1031ac0fb]
35 ??? [0x111f5206a]
35 usleep + 53 (libsystem_c.dylib + 67465) [0x7ff80215c789]
35 __semwait_signal + 10 (libsystem_kernel.dylib + 17086) [0x7ff8022482be]
*34 ??? (kernel + 708464) [0xffffff80002bcf70]
Process: Microsoft Word (Word) [10027] [unique pid 308467]
UUID: 9A3C9E5F-982B-3C49-A11B-A9E18724CA4C
Path: /Applications/Microsoft Word.app/Contents/MacOS/Microsoft Word
Identifier: com.microsoft.Word
Version: 16.61 (16.61.22050700)
Team ID: UBF8T346G9
Shared Cache: 6CC5ECDC-5119-37F0-9A85-4F48A50F5F78 slid base address 0x7ff801f5d000, slide 0x1f5d000
Architecture: x86_64
Parent: launchd [1]
UID: 501
Footprint: 261.46 MB
Pageins: 2 pages
Time Since Fork: 169112s
Num samples: 43 (1-43)
CPU Time: 0.509s (1557.3M cycles, 360.6M instructions, 4.32c/i)
Note: Unresponsive for 19 seconds before sampling
Note: 4 idle work queue threads omitted
Can you reproduce these problems in a new document, or only in a specific existing document? If the latter, see Troubleshooting Errors in Word Processor Documents.
But just to eliminate variables, go to your Word Startup folder, delete Zotero.dotm, and move anything else out of that folder. Restart Word and make sure the Zotero plugin is gone, and then reinstall the plugin from the Cite pane of the Zotero preferences and try again.
If the problem still happens, you should try reinstalling Word. If you're running any third-party utilities or security software on your system that might be interfering with Word, you should also try disabling those.