Differences

This shows you the differences between two versions of the page.

--- word_processor_plugin_troubleshooting [2024/02/01 23:38] – [Error or non-responsive plugin buttons] 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 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 162: / Line 163: @@
 If Zotero is open and you're still receiving this error, there are two likely causes:
-  - 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 Zotero is completely gone from Word. Then follow the steps under [[#Zotero toolbar doesn't appear]].
+  - 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.