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RefWorks: Troubleshooting WNC 4

This guide was developed for Canadian university students by Scholars Portal, a service of the Ontario Council of University Libraries (OCUL).

Troubleshooting Write-N-Cite 4 installations

If you installed Write-N-Cite 4 on your computer, but you're having trouble getting it to load, this is the place to start! Please see the troubleshooting guide below. 

Windows

Windows

  1. Determine status
    1. First, you will need to determine the installation status of the Write-N-Cite 4 add-in. To do this, open the Add-Ins window in Microsoft Word:
      1. In Word 2007, click Office button > Word Options, then click the Add-Ins tab.
      2. In Word 2010, click File > Options, then click the Add-Ins tab.
      3. In Word 2013, click File > Options, then click the Add-Ins tab.
    2. Look for Write-N-Cite 4 on the list of add-ins:
      1. If Write-N-Cite 4 does not appear at all on the Add-Ins list, it did not install correctly. Skip to 5 Reinstall add-in.
      2. If Write-N-Cite 4 is listed under Active Application Add-ins, but you are having trouble logging in:
        1. If nothing happens once you enter your login credentials, you may be missing a critical component that is preventing Write-N-Cite from loading. Skip to 4 Check for conflicts. (Please note: If you have a large number of references or a slow connection, it could take WNC several minutes to load.)
        2. If you are encountering an error message once you enter your login credentials, but you can successfully log into RefWorks online, you most likely installed the wrong version of Write-N-Cite. Skip to 4 Check for conflicts.
      3. If Write-N-Cite 4 is listed under Inactive Application Add-ins, it needs to be activated. Skip to 2 Activate add-in. Screenshot of Inactive Application Add-ins
      4. If Write-N-Cite 4 is listed under Disabled Application Add-ins, Microsoft Word has disabled it due to an issue. Skip to 3 Enable add-in. Screenshot of Disabled Application Add-ins
  2. Activate add-in
    1. If Write-N-Cite 4 is listed under Inactive Application Add-ins, it needs to be activated. At the bottom of the Add-ins window, find the drop-down menu next to Manage. Select COM Add-ins, and click Go. Screenshot illustrating Manage drop-down in Add-ins window
    2. In the COM Add-Ins window, make sure Write-N-Cite 4 has been checked, and click OK. Screenshot of COM Add-Ins window
    3. If activating WNC 4 was successful, the RefWorks tab should now appear in the ribbon. Screenshot of RefWorks tab in Word ribbon
    4. If activating the add-in was unsuccessful, navigate to the COM Add-Ins window again. Check to see if there is an error message next to Load Behavior.
      1. If the Load Behavior states Not loaded. A runtime error occurred during the loading of the COM Add-In, there is an issue with your installation of Java. Screenshot of run-time error in COM Add-ins window To resolve this issue:
        1. Uninstall Java completely.
        2. Download the latest version of Java and install it.
        3. Proceed to 5 Reinstall add-in to reinstall the Write-N-Cite 4 add-in.
      2. If you are seeing any other error message in the COM Add-In window next to Load Behavior, Skip to 4 Check for conflicts.
      3. If you are not seeing any error messages at all in the COM Add-In window next to Load Behavior, but the WNC 4 ribbon still does not appear, Skip to 4 Check for conflicts.
  3. Enable add-in
    1. If Write-N-Cite 4 is listed under Disabled Application Add-ins, Microsoft Word has disabled it due to an issue. At the bottom of the window, you will see a drop-down menu next to Manage. Select Disabled Items from the menu, and click Go. Screenshot of Disabled Items menu
    2. Choose Write-N-Cite 4 from the list, and click Enable.
    3. If enabling WNC 4 was successful, the RefWorks tab should now appear in the ribbon. Screenshot of RefWorks tab in Word ribbon
    4. If enabling WNC 4 was unsuccessful, or was only temporarily successful, it is possible you have an add-in that conflicts with WNC, or your system needs to be updated. Skip to 4 Check for conflicts.
  4. Check for conflicts
    1. Certain add-ins for Microsoft Word or other software can sometimes conflict with Write-N-Cite. Check the following:
    2. Do you have any other add-ins installed in Microsoft Word? Certain add-ins are known to conflict with Write-N-Cite 4, including Dragon NaturallySpeaking and Adobe Acrobat PDFMaker. Please try disabling any third-party add-ins temporarily to see if this resolves the problem.
    3. Do you have any security software installed on your computer (e.g. a firewall or antivirus program)? Some security software may prevent WNC 4 from installing or working correctly. Please try temporarily disabling your security software to see if this resolves the problem. If it does, you will need to consult the help files or support team for your security software in order to add WNC 4 as an exception. Instructions for configuring Kaspersky can be found here: How do I configure Kaspersky to work with WNC 4?
    4. If none of the suggestions so far have worked, please proceed to 5 Reinstall add-in.
  5. Reinstall add-in
    1. At this point, you should try reinstalling Write-N-Cite 4 as follows. First, uninstall WNC 4 completely following our uninstallation instructions. It is important that you follow all the steps listed, so that you remove all pieces of WNC from your system.
    2. Next, check that you have all the following updates and components for your system:
    3. Once you have ensured you have all of the above, restart your computer.
    4. Log into your RefWorks account online, and go to Tools > Write-N-Cite to download the latest version of the WNC installer that is correctly configured for Canadian users.
    5. Ensure you have administrator permissions on your computer, make sure Microsoft Word is completely closed, then run the installer. Note: Some Windows users may need to promote their account to gain proper administrator status. Please see the instructions here: Windows Vista or Windows 7.
  6. Contact support
    1. If reinstalling was still unsuccessful, please contact RefWorks Support Canada and provide us with as much of the following information as possible:
      • What version of Windows and Office are you using?
      • What troubleshooting steps did you try? Did you have problems following any of the steps or updating any of the components? Are you encountering any error messages?
      • Is Write-N-Cite 4 showing up under the Microsoft Word Add-Ins list? If so, what section: Active, Inactive or Disabled?
      • Are you seeing any error messages in the COM Add-Ins window? If so, please send a screenshot.
      • Do you have any other add-ins installed in Microsoft Word? It may help if you can send us a screenshot of the list of add-ins.
      • Do you have any security software installed (e.g. a firewall or antivirus program)?

Mac

Mac

  1. Determine status
    1. First, check to see if the Write-N-Cite 4 add-in was successfully installed. In Microsoft Word, click on View > Toolbars, and look for Write-N-Cite. Screenshot of View > Toolbars menu
    2. If Write-N-Cite is not listed, the add-in did not install correctly. Skip to 3 Reinstall add-in.
    3. If Write-N-Cite is listed, please make sure it is enabled (indicated by a checkmark). If you enabled it, but the toolbar still does not appear, skip to 3 Reinstall add-in.
  2. Check for conflicts
    1. Next, check to see if you have any other add-ins installed that might conflict with Write-N-Cite 4. Go to Tools > Templates and Add-ins. Screenshot of Tools > Templates and Add-ins menu
    2. Any add-ins you have installed will be listed in the Templates and Add-ins window. If you see any add-ins other than Write-N-Cite, please try temporarily disabling them. Screenshot of Templates and Add-Ins window
    3. If you have any security software installed on your computer (e.g. firewall or antivirus), consult the help files or support team for the software to ensure Write-N-Cite is added as an exception. Some security software can prevent Write-N-Cite from working correctly.
    4. If none of these suggestions resolve the problem, proceed to 3 Reinstall add-in.
  3. Reinstall add-in
    1. At this point, we recommend reinstalling Write-N-Cite as follows. First, uninstall WNC 4 completely following our uninstallation instructions. It is important that you follow all the steps listed, so that you remove all pieces of WNC from your system.
    2. Next, check that you have all the following updates and components for your system:
      • All available updates for Mac OS X
      • All available updates for Java (Users with OS X 10.10 Yosemite must install the following version of Java: Java for OS X 2014-001)
      • All available updates for Microsoft Office
    3. After completing all updates, restart your computer.
    4. Log into your RefWorks account online, and go to Tools > Write-N-Cite to download the latest version of the WNC installer that is correctly configured for Canadian users.
    5. Ensure you have administrator permissions on your computer, make sure Microsoft Word is completely closed, then run the installer.
  4. Contact support
    1. If reinstalling was still not successful, please contact RefWorks Support Canada and provide us with as much of the following information as possible:
      • What version of Mac OS X and Office are you using?
      • What troubleshooting steps did you try? Did you have problems following any of the steps or updating any of the components? Are you encountering any error messages?
      • Is Write-N-Cite 4 showing up under View > Toolbars or Tools > Templates and Add-Ins?
      • Do you have any other add-ins installed in Microsoft Word? It may help if you can send us a screenshot of the list of add-ins.
      • Do you have any security software installed (e.g. a firewall or antivirus program)?