Word could not communicate with Zotero after updating to 9.0.5 (Add/Edit Citation fails)

mirosais
Report ID: 105321754

Dear Zotero Support Team,

I have updated to the latest version of Zotero (9.0.5) and I am using Microsoft® Word for Microsoft 365 MSO (Version 2606 Build 16.0.20131.20086) 64-bit on Windows 11.

I am experiencing a persistent issue with the Word plugin. When I try to use the "Add/Edit Citation" function, I receive the following error message:

"Word could not communicate with Zotero. Please ensure Zotero is running and try again. If this problem persists, see https://www.zotero.org/support/word_processor_plugin_troubleshooting."

However, the "Add Note" and "Add Bibliography" functions work correctly.

Steps I have already taken to resolve the issue (without success):

- Restarted Zotero and Word.

- Restarted my computer (starting Zotero before Word).

- Reinstalled the Word plugin from Zotero > Preferences > Cite > Word Processors.

- Deleted the Zotero.dotm file from the Word Startup folder (%AppData%\Microsoft\Word\STARTUP), confirmed the Zotero tab disappeared from Word, and then reinstalled the plugin.

- Temporarily disabled my antivirus and firewall.

- Ensured that neither Zotero nor Word is running as administrator.

- Tested the plugin in a new, blank document (the issue persists).

Thank you for your time and assistance. I hope you can help me resolve this issue so I can continue working on my thesis.
  • adomasven Zotero Team
    If you open the Zotero.dotm file directly (and click through the warning to enable macros), does it work there? Are you using the button in the Zotero tab or a custom configured one in quick access?
  • mirosais
    Thank you for your response.

    Yes, when I open the Zotero.dotm file directly (and click through the warning to enable macros), the plugin works correctly in that specific file.

    No, I am not using a custom button in the Quick Access toolbar; I am using the standard Zotero tab buttons in the Word ribbon.

    However, the plugin still does not work in any of my other documents, including my thesis document which contains almost a thousand existing citations across more than 400 pages.

    My main concern is: Is there a solution to make Zotero recognize the existing citations in my other documents, or will I have to copy and paste all the content from my thesis into this Zotero.dotm file and save it as a new document?

    I am very worried because copying and pasting 400+ pages would mean losing all my formatting and, more importantly, I would have to re-insert all the citations from scratch, which would be a huge setback for my work.

    Is there any way to "repair" or "reconnect" my existing thesis document so that the Zotero plugin works with it again, as it does with the Zotero.dotm file?

    Thank you again for your help. I really appreciate your time and guidance.
  • adomasven Zotero Team
    No, you shouldn't copy your document into Zotero.dotm. This is just a test. Could you provide a Debug ID for an attempt to press the Add/Edit Citation button in a new Word document? In the rare instance that Zotero.dotm that got installed with Zotero somehow got corrupted, reinstalling Zotero completely and then reinstalling the Word plugin from within Zotero Preferences may help.
  • mirosais
    I have followed the steps to generate the Debug ID. Here it is:

    Debug ID: D1123206225

    I have already reinstalled Zotero several times, as well as the Word plugin, and the issue persists.

    Thank you
  • adomasven Zotero Team
    You should redownload Zotero from zotero.org/downloads and reinstall it again. Otherwise, you may try downloading Zotero.dotm manually and placing it in the Word startup folder. If none of this helps, you could try creating a new temporary Windows user account, and see if it works correctly there.
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