Differences

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--- word_processor_plugin_troubleshooting [2023/02/17 16:31] – [Zotero toolbar doesn't appear] dstillman
+++ word_processor_plugin_troubleshooting [2024/02/28 17:24] – [“Word could not communicate with Zotero. Please ensure that Zotero is open and try again.”] dstillman
@@ Line 25: / Line 25: @@
   * [[#zotero_tab_does_not_appear_in_the_word_ribbon|Word for Windows]]
-  * [[#tab_does_not_appear_in_word_20162019|Word 2016+ for Mac]]
+  * [[#zotero_tab_does_not_appear_in_the_word_2016_ribbon|Word 2016+ for Mac]]
   * [[#toolbar_does_not_appear_in_word_2011_or_is_incompatible|Word 2011 for Mac]]
   * [[#LibreOffice|LibreOffice]]
@@ Line 57: / Line 57: @@
   - Restart your computer.
-  - If you're getting a communication error, go to Tools → Add-ons in Zotero and make sure that Zotero Word for Windows Integration is enabled.
+  - If you're getting a communication error, go to Tools → Add-ons in Zotero and make sure that Zotero Word for Windows Integration is enabled. [Doesn't apply to Zotero 7]
-  - Make sure that you're running Zotero as the same user as Word. Specifically, you should [[https://superuser.com/questions/1213101/check-if-an-app-is-running-as-admin|check to make sure neither program is running as administrator]]. For security and stability reasons, you should typically not run any software as administrator.
+  - Make sure that you're running Zotero as the same user as Word. Specifically, you should check to make sure neither program is running as administrator (right-click → Properties → Compatibility). For security and stability reasons, you should typically not run any software as administrator.
   - Temporarily disable any security software you're running, which could interfere with the connection between Word and Zotero.
   - If you've set up Zotero to use [[kb/multiple_profiles|multiple Zotero profiles]] (most people haven't), you might have configured Zotero to launch with the ''-no-remote'' command-line option. This will prevent the plugins from functioning, and if you've done this you should remove the ''-no-remote'' command-line option from the shortcut used to launch the Zotero profile. This flag should never be used with Zotero.
   - If the plugins still aren't working, go to your [[word_processor_plugin_manual_installation#locating_your_word_startup_folder|Word Startup folder]], delete Zotero.dotm, and restart Word to make sure that the plugin is completely gone from Word. Then [[#zotero_toolbar_doesn_t_appear|reinstall the plugin]].
-==== Zotero tab does not appear in the Word Ribbon ====
+==== Zotero tab does not appear in the Word ribbon ====
 First, make sure you've tried the [[#zotero_toolbar_doesn_t_appear|general troubleshooting steps]].
@@ Line 70: / Line 70: @@
 Other things to try:
-** Check if the Zotero plugin is correctly installed **
+** Check if the Zotero plugin is correctly installed and enabled **
-  - Open the Templates and Add-ins window by going to File → Options → Add-ins, selecting "Word Add-ins" in the Manage drop-down at the bottom, and clicking "Go…".
+Go to File → Options → Add-ins and look for Zotero.dotm in the list:
-  - Make sure Zotero.dotm is present and ticked
-** If Zotero.dotm is present and ticked in the Templates and Add-ins window **
+  * If Zotero.dotm appears under Inactive Application Add-ins, select "Word Add-ins" in the Manage drop-down at the bottom, click "Go…", and make sure Zotero.dotm is ticked.
+  * If Zotero.dotm appears under Disabled Application Add-ins, select "Disabled Items" in the Manage drop-down at the bottom, and click "Go…". In the window that pops up, select Zotero.dotm and click Enable.
-  - Go to File → Options -> "Trust Center" and in the right-hand pane click "Trust Center Settings…".
+** Check Trust Center **
+  - Go to File → Options → Trust Center and click "Trust Center Settings…" in the right-hand pane.
   - Under "Add-ins", make sure that "Require Application Add-ins to be signed by Trusted Publisher" and "Disable all Application Add-ins" are **unchecked**.
   - Restart Word.
+  - If the Zotero tab is still not present, go back into the Trust Center Settings, open the "Macro Settings" pane, and select "Disable all macros with notification". Restart Word and see if you get a notification asking for macro permissions. Click "Enable Content".
-If the Zotero tab is still not present after these steps, go back into the Trust Center Settings, open the "Macro Settings" pane, and select "Disable all macros with notification". Restart Word and see if you get a notification asking for macro permissions.
 If the Zotero tab still isn't showing up and this is an institutional computer, you should contact your IT department, as they may be blocking Word templates from running.
@@ Line 126: / Line 127: @@
 ===== Mac =====
-==== Tab does not appear in Word 2016+ ====
+==== Zotero tab does not appear in the Word 2016+ ribbon ====
 First, make sure you've tried the [[#zotero_toolbar_doesn_t_appear|general troubleshooting steps]].
@@ Line 139: / Line 140: @@
   - Go to Tools → Templates and Add-ins.
-  - Make sure that "Zotero.dotm" is present under Global Templates and Add-ins" and is checked.
+  - Make sure that "Zotero.dotm" is present under Global Templates and Add-ins and is checked.
 If Zotero.dotm still doesn't show up, you may not have correctly performed the [[word_processor_plugin_manual_installation|manual installation steps]] to copy Zotero.dotm to your current Word Startup folder.
-=== Version < 15.41 ===
+=== Version <15.41 ===
-Update Word to the latest stable version (15.41 or above). If the tab still doesn't appear, follow the steps above for Word version 15.41 and higher.
+Update Word to the latest stable version (15.41 or above).
 ==== Toolbar does not appear in Word 2011 or is incompatible ====
@@ Line 161: / Line 161: @@
 First, make sure the Zotero app is open and running on your computer. Note that this is the Zotero program, not the Zotero website or Zotero Connector in your browser.
-If Zotero is open and you're still receiving this error, the most likely causes are previously having started Zotero from a disk image instead of dragging it to Applications and starting from there or having two copies of the Zotero app in different locations on your computer (e.g., a "Zotero" and "Zotero 2" in Applications). Close Zotero, open the [[kb:profile_directory|Zotero profile directory]], and delete extensions.json. Then restart Zotero.
+If Zotero is open and you're still receiving this error, there are two likely causes:
-If you continue to receive the error after deleting extensions.json, go to Tools → Add-ons in Zotero and make sure the Word and LibreOffice plugins are enabled. If they show as disabled, enable them. If they show as incompatible, you may have previously installed a very old version of the plugin, and you should uninstall it and restart Zotero. Current plugins are bundled with Zotero and don't need to be installed separately.
+  - You've upgraded to macOS Sonoma but don't have the latest version of the Zotero plugin in Word. Make sure you're running Zotero 6.0.28 or later or Zotero 7. If you're still getting the error, go to your [[:word_processor_plugin_manual_installation#locating_your_word_startup_folder|Word Startup folder]], delete Zotero.dotm, restart Word, and confirm that the Zotero tab is gone from Word. If it doesn't disappear, follow the instructions for identifying your //active// Word Startup folder, delete Zotero.dotm from there as well, and reset your Word Startup folder location to the default to avoid future problems. Once the Zotero tab is gone from Word, follow the steps under [[#Zotero toolbar doesn't appear]].
+  - You previously started Zotero from a disk image instead of dragging it to Applications first, or you have two copies of the Zotero app in different locations on your computer (e.g., a "Zotero" and "Zotero 2" in Applications). Close Zotero, open the [[kb:profile_directory|Zotero profile directory]], and delete extensions.json. Then restart Zotero.
+If you continue to receive the error, you may have modified your Zotero installation to work with [[kb:multiple_instances|multiple instances]], in which case you need to do additional [[kb:multiple_instances#word|configuration for the Word for Mac Zotero plugin]].
 ==== No response from plugin ====
@@ Line 221: / Line 223: @@
   * Check that LibreOffice is up to date, as new Java releases sometimes introduce incompatibilities with LibreOffice.
   * Open the LibreOffice preferences by going to Tools → Options (Windows/Linux) or LibreOffice → Preferences… (Mac). In the dialog, click LibreOffice → Advanced. Ensure that "Use a Java runtime environment" is checked and that a JRE is selected in the list below.
-    * If no JRE appears in the list, install the current [[https://www.oracle.com/java/technologies/downloads/|Java JDK]].
+    * If no JRE appears in the list, install the current [[https://www.oracle.com/java/technologies/downloads/|Java JDK]]. (On macOS and Windows, choose the Installer for the easiest installation.)
     * On macOS, install [[https://www.libreoffice.org/download/download/|LibreOffice]] 7.3.4 or later for compatibility with the latest JDK versions.
-    * Apple Silicon (M1/M2) Mac users should install LO 7.3+, which adds compatibility with the Apple Silicon version of the JDK. LibreOffice versions 7.2 or earlier require Intel (x64) versions of both LibreOffice and the JDK rather than the Apple Silicon (ARM/aarch64) versions.
+    * Apple Silicon (M1/M2) Mac users should install LO 7.3+, which adds compatibility with the Apple Silicon version of the JDK.
 Next, restart Zotero, open the Cite pane of the [[preferences|Zotero preferences]], and click the **Install LibreOffice Add-in** button on the "Word Processors" tab.