Rainbow wheel of death every time I want to add citation

hannahchurton
Hello, Word is crashing every time I try to insert a citation. Using 6.0.27, word version 16.77.1, macOS Sonoma 14.0. All versions up-to-date and I've reinstalled the word plugin as suggested on other threads to no avail. Desperate for a fix as in the final throes of manuscript deadline.

report ID: 872245105
  • dstillman
    Is this an institutional computer? Are you running any non-standard security software?

    And it sounds like Word is freezing, not crashing (i.e., closing)?

    Can you provide a Debug ID for reproducing this?
  • hannahchurton
    This is a personal computer. Have run Zotero for 2 years without issue to date.

    I'm not running an non-standard security software.

    You are correct - Word is freezing. Zotero also freezes. Debug ID is D758492321. I note that in this case, zotero/word unfroze after a few minutes so I was able to get the Debug ID - in other instances, it hasn't unfrozen and I've had to hard shut down (or perhaps I haven't waited long enough for it to unfreeze?) Either way, it's a significant freeze period, which is not workable.

    Thanks very much for your prompt response - I really appreciate it!
  • adomasven
    Can you reproduce this multiple times/consistently? It seems like in this instance you eventually got a citation dialog. Could you finish inserting a citation? Could you produce a Debug ID where you attempt this multiple times? You might need to wait a few minutes before things unfreeze.

    Could you create a temporary macOS user account and check if it freezes the same way there?
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