Word crashes when opening Citation Source Manager

Anonymous
2020-03-17T03:33:58+00:00

(Updated post)

Hi.

Anybody knows how to solve this problem?

In Word when I select, References tab, Citations, bottom right options and Citation Source Manager, word just immediately crashes and the Microsoft Error Reporting window appears. 

  • I tried removing all of Office and  reinstalling but the problem is still there.
  • Previously I've been able to use citation manager with out any problems until recently when the error started.
  • In an empty new file citation manager works fine (the list is empty)
  • I've also tried using it in some older files with citations, but Word keeps crashing.

I'm using:

macOs Catalina version 10.15.3

Microsoft Word for Mac Version 16.35 (20030802)

Any suggestions?

Thanks

The error report:

Microsoft Error Reporting log version: 2.0

Error Signature:

Exception: EXC_CRASH (SIGABRT)

ExceptionEnumString: 805306368

Exception Code: 0x00000001 (0x00000001131b4000)

Date/Time: 2020-03-18 03:43:14 +0000

Application Name: Microsoft Word

Application Bundle ID: com.microsoft.Word

Application Signature: MSWD

Application Bitness: x64

Application Version: 16.35.0.20030802

Crashed Module Name: merp

Crashed Module Version: 16.35.0.200308

Crashed Module Offset: 0x0000000000005aa3

Blame Module Name: MSXML

Blame Module Version: 16.35.0.200308

UnsymbolicatedChecksum: 135E1661A83E6FD0B9AFE703627F81C9

Blame Module Offset: 0x00000000000e5ab1

StackHash: e71d84****ce0b85e-dm_805306368_main

Application LCID: 10**

Extra app info: Reg=en Loc=0x0409

Build Type: Release

Crashed thread Stack Pointer: 0x_00007ffeee98f158

Crashed thread: 0

......

Operating System Information

Operating System: Mac OS X 10.15.3 (Build 19D76)

CPU: Intel x86, Logical CPU Count: 4, Frequency: 2500 MHz

Physical Memory: 16384 MB

Device_model: MacBookPro14,1

Screen: 1440.000000 x 900.000000, bitsPerPixel = 24, frame = 0.000000, 0.000000, 1440.000000, 900.000000

Screen: 1920.000000 x 1080.000000, bitsPerPixel = 24, frame = 1440.000000, 763.000000, 1920.000000, 1080.000000

CrashedApp_Virtual_Memory_Size_MB: 5472.765

CrashedApp_Resident_Memory_Size_MB: 250.5820

ErrorReportingDeviceUUID: 9C58D398-40D1-5D8D-8387-7C9****

ErrorReportingUUID: 401992B7-2E61-4329-8F97-FDDE4****

ULS UUID: 1F7C6E31-C5AE-436E-A1FA-809195E****

CrashedLogSessionId: 1F7C6E31-C5AE-436E-A1FA-809****

TimeFromLaunch: 0 hours, 10 minutes, 46 seconds

CrashedSessionDuration: 646

Total errors on this client: 95

Microsoft Application Information:

Audience: Production

Tenant_Id: 5f282910-176f-459d-ab7d-b7****

AudienceChannel: CC

AudienceGroup: Production

Microsoft 365 and Office | Word | For home | Windows

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  1. Bob Jones AKA CyberTaz MVP 437.7K Reputation points
    2020-03-17T14:44:51+00:00

    Reinstalling rarely is the solution on a Mac unless a complete removal of all support files is done as well because the programs, themselves, typically do not get damaged. That's a Windows hack which works because that operating system functions differently.

    Please go to Word> About Microsoft Word in the main menu to determine the present Version of your Office software. Include that in your reply as well as the version of macOS you're running.

    Also, please provide as much additional detail as possible, including;

    • Whether you have been able to use the Citation Source Manager in the past without issue.
    • Whether this occurs with one specific document or regardless of which document is open.
    • Whether it occurs if you just open a new blank document.
    • Include the first & last ~20 lines of the error report generated. {Please don't bother trying to include the entire report which is quite extensive & contains nothing anyone here can interpret :-)]

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  2. Bob Jones AKA CyberTaz MVP 437.7K Reputation points
    2020-03-17T14:31:00+00:00

    Will you Agents PLEASE stop advising people to rip out support files before you even find out which version of the software they are using...

    Out of date software typically is the cause of this type of issue so determining the update status should be the first step in the process, not an afterthought simply tacked on as some sort of ancillary troubleshooting technique. For all you know the OP could be using build 15.x in which case what you are advising will be nothing more than a waste of time & could cause other problems. In this case what you recommend right out of the gate would remove the very file containing the citation sources the OP may be attempting to access.

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  3. Anonymous
    2020-03-17T08:52:46+00:00

    Hi Raymundo,

    Sorry for the inconvenience caused by the issue. After seeing your post we did some tests on Catalina with the latest 3 versions of Word for Mac 2016, but without luck, we did not reproduce the issue you met, so we would like to give some general suggestions and collect more information for further troubleshooting.

    1. Please take the following steps to clear Word cache first:

    a. Close all Office 365 app for Mac applications.

    b. From Finder Go/Go to Folder (Shift+Cmd+G).

    c. Enter "~/Library/Containers" and press Go (Return key).

    d. Find the "com.microsoft.word" folder.

    e. Select the folder then move it to the Desktop.

    f. Then restart the Mac and open Word to see the result.

    1. If the problem remains, please try rebooting Mac in safe mode( hold Shift key when restarting) and see whether the same problem would appear. Here is the reference: Use safe mode to isolate issues with your Mac.

    For further troubleshooting, please provide us with a screenshot of the product information page(Click Word->About Microsoft Word). Also, please tell us your MacOs version, and we could do more tests to help you narrow down the issue cause. At last, does the problem happen to a specific file or all files in Word?

    We appreciate your understanding and patience. Have a nice day: )

    Best regards,

    Oliver

    Disclaimer: Microsoft provides no assurances and/or warranties, implied or otherwise, and is not responsible for the information you receive from the third-party linked sites or any support related to technology.​

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