Word could not communicate with Zotero – Microsoft 365 64-bit, Zotero 9.0.6 (Debug ID: D2398123)

smtzisasi
Hello,

I am having a problem with the Zotero integration with Microsoft Word. When I try to insert a citation, I receive the error message:

“Word could not communicate with Zotero. Please ensure Zotero is running and try again.”

My system configuration:

Windows 11
Microsoft Word for Microsoft 365 MSO, version 2606, build 16.0.20131.20112 (64-bit)
Zotero 9.0.6

Troubleshooting steps already performed:

Confirmed that Zotero is running before opening Word.
Reinstalled the Microsoft Word plugin from:
Zotero → Edit → Settings → Cite → Word Processors → “Reinstall Microsoft Word Add-in”.
Reinstalled Zotero.
Reinstalled Microsoft 365.
Removed and reinstalled Zotero.dotm.
Confirmed that Zotero.dotm is present in:
AppData\Roaming\Microsoft\Word\STARTUP
Confirmed that Word loads the Zotero template.
Confirmed that the Zotero tab appears in Word.
Checked Word Trust Center settings:
Macros are enabled.
The Zotero STARTUP folder is configured as a trusted location.
Disabled Windows Defender temporarily to rule out antivirus blocking.
Checked Zotero’s local communication service:
Running:
netstat -ano | findstr 23119
Result:
TCP 127.0.0.1:23119 ... LISTENING
Tested:
http://127.0.0.1:23119/connector/ping
and Zotero responds correctly.

Despite all these checks, Word still cannot communicate with Zotero when I click Add/Edit Citation.

Debug ID:
D2398123

Could you please help me identify what is preventing Word from communicating with Zotero?

Thank you very much.
  • dstillman Zotero Team
    See https://www.zotero.org/support/word_processor_plugin_troubleshooting#error_or_non-responsive_plugin_buttons specifically. In particular, make sure Zotero is completely gone from Word after removing Zotero.dotm before reinstalling.

    (Not sure what instructions you're following, but you're checking things that are completely unrelated to Word.)
  • smtzisasi
    I did everything you said. I even reinstalled Word and Zotero, but it's not working.
  • adomasven Zotero Team
    If you open Zotero.dotm directly and allow macros, does citing work then? Did it work before on this machine?
  • smtzisasi
    I opened Zotero.dotm directly in Word and enabled macros. When I do that, I am able to insert citations successfully.

    However, if I start Word normally and use the Zotero tab, I get the error:

    "Word could not communicate with Zotero. Please ensure Zotero is running and try again."

    So the problem only occurs when Word loads Zotero automatically at startup. Opening Zotero.dotm manually makes the integration work.
  • adomasven Zotero Team
    Then it means that you didn't successfully reinstall the plugin in Word. You should manually remove Zotero.dotm from your Word startup folder, and restart Word to make sure the tab disappeared. If it hasn't, it's possible that your Word startup folder is set to something different than you think it is. See https://www.zotero.org/support/word_processor_plugin_manual_installation

    Once you remove Zotero.dotm from your Word startup folder and see the tab disappear, replace it again with the Zotero.dotm that when opened manually allows you to cite.
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