Word crashes when opening Citation Source Manager

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.

2. 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.​

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Out of date software typically is the cause of this type of issue so determining the update status should be the first step in the process, not an afterthought simply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.

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 :-)]

Hi Bob,

Thank you for your respond and help.

I updated my question with the information required

• 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
• 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)

Thanks

Hi Oliver.

Thank you for your respond and help.

I updated my question with additional information.

I tried what you suggested, even before when I tried reinstalling office.

But the problem is still there.

I'm using 

macOs Catalina version 10.15.3

Microsoft Word for Mac Version 16.35 (20030802)

Thanks for the help.