Zotero 9: Word plugin still doesn't respond after following troubleshooting steps

dstillman Zotero Team
This discussion was created from comments split from: Word AddIn does not work after Zotero 9 Udate.
  • Callum Brindley
    Hi, I'm having a similar issue. All working fine up earlier this week until I think the Zotero 9 update. Word plug-in appears but doesn't respond to adding citation in old or new document. Following troubleshooting instructions, I've done the following
    1 Restarted Zotero, Word and computer
    2. Open Zotero before Word
    3. Checked plugin settings in Word
    4. Deleted Zotero template dotm from %AppData%\Microsoft\Word\STARTUP and reinstalled plugin
    5. Reinstalled Zotero 9 and did step 5 again
  • Callum Brindley
    Hi again

    I just uninstalled Zotero 9 and installed Zotero 7, deleted dotm file, reinstalled plugin and restarted both Zotero and Word in that order. It fixed the problem so looks to be an issue with Zotero 9.

    I'll update to Zotero 9 once the problem is better understood and there's a proposed solution.

    Best regards

    Callum
  • dstillman Zotero Team
    edited 8 days ago
    Also from the troubleshooting steps:

    Are you running both Word and Zotero as your regular user (not administrator)?

    Are you running any non-standard security software?

    Have you customized the shortcut you use to launch Zotero (to use multiple profiles)?

    We're not aware of any other situation where this would happen other than the .dotm file not getting properly updated to the new version.
  • Callum Brindley
    edited 8 days ago
    I'm running as a regular user and I haven't customised the shortcut. I've arranged to speak with IT tomorrow to discuss whether the organisation's security software might have changed. However, i doubt this is the cause because the error conincided with updating to Zotero 9 and was resolved by reinstalling Zotero 7. Thanks again
  • dstillman Zotero Team
    FWIW, we've also just released Zotero 9.0.3, which will allow old plugin versions to continue working even if the plugin hasn't been updated in Word. Shouldn't help if you made sure Zotero.dotm was actually being updated, but worth trying.
  • dstillman Zotero Team
    You can also test whether the Zotero.dotm from Zotero 7 (copied to the Word Startup folder) works with Zotero 9.0.3. There might be some security restriction on your side that's specific to a given template version.
  • Callum Brindley
    Version 9.0.3 seems to have fixed the issue for me! As mentioned above, i reinstalled version 7, which resolved the problem encountered with the first release of version 9.0 This morning, Zotero automatically updated to 9.0.3 and there are no issues encountered with the plugin. Thanks!
  • dstillman Zotero Team
    Do you have an Add Annotation button in the Zotero toolbar in Word?
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