Reference Manager Technical Support
Frequently Asked Questions
Cite-While-You-Write - Citing references in Word & WordPerfect

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1.   Which versions of Word and WordPerfect is Reference Manager compatible with?

Please click here for word processor compatibility information.

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2.    I can't see the Reference Manager toolbar or menu items under the Tools Menu in Word.  How can I get these to appear?

Please click here for instructions on installing the Reference Manager tools for your version of Word or WordPerfect and Reference Manager.

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3.    The Reference Manager 12 tab in Word 2007 has disappeared. I have tried to install it following the instructions above but it is still not there.

In Word 2007, do the following:
*Click on the Office icon and select "Word Options."
*Click on "Add-ins."
*Change the "Manage" options to "Disabled Items."
*Click Go.
*Highlight any Reference Manager item(s) and click "Enable."
*Click OK.

The Reference Manager12 tab should now be there.

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4.    I have a document created with an older version of Reference Manager but I cannot get the new version to recognise citations in my Word document.  What do I need to do to get my document working with the new version of Reference Manager?

Older versions of Reference Manager use different field codes in a Word document, so you need to update the field codes in the document before you can work with it in Reference Manager.  

a>    Open the database(s) used to create the document in the new version of Reference Manager.

b>     Open your document and do the following:

With Reference Manager 12 in Word 2007, go to the Reference Manager 12 tab and choose the "Update Citations and Bibliography" command.

With Reference Manager 10/11 in Word 2007, go to the Add-Ins tab and choose the "Reference Manager > Generate Bibliography" command.

With Reference Manager 10/11/12 in Word 2000/XP/2003 go to the Tools menu or CWYW Toolbar and choose "Reference Manager > Generate Bibliography."

c>    Select an output style and click OK.  Once the bibliography has been regenerated, the field codes will have been updated and you will be able to work with your new version of Reference Manager in this document.  

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5.    I received the message "Please move the insert point outside of the reference list" when attempting to insert a citation.

You are attempting to insert a citation inside the reference list.  Reference Manager will not allow you to insert citations in the middle of the reference list as the citation will be deleted when the reference list is updated.

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6.   When I use the Insert Marked References button, which database do these references come from?

When you click the "Insert Marked References" button, Reference Manager will insert marked references from the active database (ie, the front-most database) tab in Reference Manager.

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7.    I used a word in my manuscript to search for a citation but my reference was not found.  Why?

The CWYW search only searches indexed fields: Authors, Titles, Ref ID, keywords and publication date.  The word you searched on may not be in any of these fields.  If you have trouble finding a reference, try doing a retrieval in Reference Manager using "All Non-Indexed Fields."  Locate the reference you want on the retrieved list and mark the small box to the left.  Then, use the "Insert Marked References" option when you return to your manuscript.  

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8.    When printing a bibliography I checked the box to include an optional field (such as Reference ID) but it didn't print.  Why not?

In order for an optional field (reference ID, notes, abstract, reprint status or keywords) to print, that field must first be defined in the selected output style.  Then, when generating the bibliography, click the Generate Bibliography button, click the Fields tab and put a tick next to the relevant optional field. 

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9.    Why am I getting a lot of strange characters in my Word document?  After inserting citations, there are a lot of erroneous characters like this {Quote "(Smith, et al: ADDIN REFMAN y\11/05/19 ... }

Field Codes have been turned ON. To turn off the Field Codes in Word, go to the Tools Menu and choose Options.  Select the View Tab and make sure the Field Codes option is not selected.  Alternately, with your Word document open, press <ALT> F9 to toggle the Field Codes on and off.

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10.    The Web/URL field is included in my reference list. However it is blue and underlined ie: hyperlinked. How do I fix this?

Hyperlinks in a document need to be fixed in Word. There are TWO options that control this...

In Word 2007
1) Click the Office Button
2) Click Word Options
3) Click the Proofing option
4) Click the "AutoCorrect Options..." button
5) In the "AutoFormat As You Type" tab, turn off "Internet and network paths with Hyperlinks"
6) In the "AutoFormat" options, disable "Internet and network paths with Hyperlinks"

In Word 2003
1) Click Tools - AutoCorrect Options
2) In the "AutoFormat As You Type" tab, turn off "Internet and network paths with Hyperlinks"
3) In the "AutoFormat" options, disable "Internet and network paths with Hyperlinks"

Turning both of these off will prevent Word from recognizing URLs during typing (AutoFormat as you Type), and when URLs are otherwise inserted into a document (AutoFormat).

If the solution for Word 2003 does not work
* Go to Format, then Style
* In the Style window scroll the Styles column to Hyperlink
* Highlight Hyperlink and click Modify
* Then click, Format, then Font
* Change the colour and underline style to remove the blue and underlining, and click OK back to the Style window
* Click Apply.

This will fix the appearance of the Web/URL, although it will not remove the Hyperlink in Word. However, it will be fine when you transfer the document to PDF or programs like InDesign.

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11.    When I try to use the Reference Manager toolbar in my Word, nothing happens. There is no error message, but nothing works.  

This can happen if a third-party add-in file for Word is conflicting with Reference Manager's add-in files.

Note: Most of these issues should be resolved in Reference Manager 12 (except as noted below). If you are having issues with Reference Manager 12, please let our technical support team know.

Program addins that are known to cause this type of conflict are:

Reference Manager 12 Problematic Addins:
* PayPal ("PaypalWordAddinshim.dll")

Reference Manager 11 and earlier problematic addins:
* SnagIt
* Copernic Agent
* Adobe/Macromedia FlashPaper
* Adobe Contribute C3/C4
* ScanSoft/Nuance PaperPort or PDF Create!
* MSWordXMLToolbar.dot
* EZPhoto
* Workshare
* DYMOWordAddin.dot
* Redaction.dot
* odfaddin.dot

To check which addin files are loaded in Word 2000/2002/2003:
Go to "Tools > Templates and Addins" and look at the files that are checked in the box below.

To check which addin files are loaded in Word 2007:
1. Within Microsoft Word 2007 go to the Office icon in the upper left, and click “Word Options” at the bottom of this window.
2. Click on the Add-ins option on the left hand side.
3. Click on the drop-down menu next to Manage and select Word Add-ins.
4. Click Go and this will open the Templates and Add-ins screen so you can look at the files that are checked in the box below.

To Disable the PayPal Addin, close completely out of Word, and open Control Panel. Select Add/Remove Programs (or Programs and Features in Vista), and go to "Microsoft Office Accounting 2008 PayPal Addin" and choose uninstall.

To disable SnagIt 6 (and some versions of 7), close completely out of Word, open the SnagIt program, and go to "Tools > Program Preferences > Addins" and disable the Word addin.

To disable SnagIt 8 (and some versions of 7), close out of all open programs and go to "Start > Control Panel > Add or Remove Programs", click once on SnagIt from the list of installed programs, and click on the Change button. In the SnagIt Setup box, click Modify, then choose Next. Click the down arrow next to the Word add-in and choose Entire feature will be unavailable. This should remove the SnagIt addin from Word.

To disable Copernic Agent, the conflicting file is named "CopernicAgentExt.dll" and it is NOT located in the Word startup folder. Rather it can be found in the Copernic Agent program folder. Moving this dll file to the desktop and restarting Word should resolve the problem.

To uninstall FlashPaper 2, close completely out of Word and Outlook and browse to "C:\Program Files\Macromedia\Flashpaper 2\". Here, double-click on "UninstallFP.bat" to uninstall FlashPaper 2.

To remove the Contribute 3 plugin, close both Contribute and any Microsoft Office application. Browse to C:\Program Files\Adobe\Adobe Contribute CS3. Rename officeplugin.dll to officeplugin.dllOLD. When you relaunch Word, the Contribute toolbar should be removed.

To add the toolbar again in the future, remove OLD from the file name. Next, bring up the command.exe window and browse to the program's directory C:\Program Files\Adobe\Adobe Contribute CS3\. Run the following command: regsvr32 officeplugin.dll

To remove the Contribute 4 plugin, close both Contribute and any Microsoft Office application. Browse to C:\Program Files\Adobe\Adobe Contribute CS4. Rename officeplugin.dll to officeplugin.dllOLD and OfficePluginRes.dll to OfficePluginRes.dllOLD. When you relaunch Word, the Contribute toolbar should be removed.

To add the toolbar again in the future, remove OLD from both of the file names. Next, bring up the command.exe window and browse to the program's directory C:\Program Files\Adobe\Adobe Contribute CS4\. Run the following command: regsvr32 officeplugin.dll

Then run the following command: regsvr32 OfficePluginRes.dll

To remove ScanSoft/Nuance product addins, you must unregister the .dll files that cause their tools to load in Word. Go to "Start > Run" and type "CMD" (without quotes), then click "OK".

From here, navigate to the PDF Professional folder (typically "C:\Program Files\ScanSoft\PDF Professional Version Number") and type "regsvr32 /u PDFCWordaddin.dll" (without quotes) and press Enter. This should unregister one of the addin components.

Next, navigate from your current location to "PDF Driver\OfficeAddin", and type "regsvr32 /u ZnWordaddin.dll" (without quotes) and press Enter. This should unregister their second addin component, and the Reference Manager tools should now work within Word.

The PDFCreate menu will likely still be available within Word, you can remove this by going to "Tools > Customize" in Word and simply dragging the PDFCreate menu off the menu bar.

To remove the XML Toolbox for Microsoft Office Word 2003 you need to remove it through the Add or Remove Programs Control Panel. Simply highlight “Microsoft Office Word 2003 XML Toolbox” and click Remove.

To remove the odfaddin.dot you need to remove it through the Add or Remove Programs (or "Programs" on Vista) Control Panel. Simply highlight "Sun ODF Plugin for Microsoft Office" and click Remove.

In general, the conflicting addin files can be found in Word's startup folder, located at:
C:\Program Files\Microsoft Office\Office\Startup

With Word and Outlook closed (as well as any other programs which may use Word components, such as PowerPoint), browse to this folder and remove the addin file that is causing the conflict. Then start Word again and try using the Reference Manager tools to see if the problem has been resolved.

In addition to conflicting addin files, this error may be caused if one of the Reference Manager addin components isn't loading properly in Word. To check this, in Word go to "Tools > Templates and Addins" and make sure that both of the RM#Cwyw files are checked (where "#" is the Reference Manager version number). If the RM#Cwyw.wll or the RM#Cwyw.WordXP.wll file is not checked here, try checking it and clicking the OK button, and see if you are able to enable the macros.

If the above steps do not resolve your problem and you need to contact us, please include a list of the items in the "Templates and Addins" dialog box in Word, under the "Tools" menu. Also, list which items are checked, and which items are unchecked.

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12.    When I try to use the Reference Manager CWYW tools in Word I get an error message, "The macro cannot be found or has been disabled because of your macro security settings", and do not work. How can I fix this?

If you get this error message when you click on the Reference Manager tools in Word, then most likely one of the two Reference Manager Cite While You Write (CWYW) files is not loading properly when Word starts.

a. Open the Templates and Addins window by followoing the relevant instructions:

Word 2007: Go to the Office button and choose Word Options. Select Add-ins fdorm the list ont he left. At the bottom of the pade, next to "amange": set the Drop down to "Word Add-ins" and click "Go"

Word 97/2000/XP/2003: Go to “Tools / Templates and Add-ins.”

b. You should see two Reference Manager files listed under “Global Templates and Add-ins”, and both files should be checked. The files you should see here vary depending on what version of Reference Manager you are using:

Reference Manager 12 and Word 2007: Reference Manager Cwyw.dotm
Reference Manager 12 and XP/2003: Reference Manager Cwyw.dot
Reference Manager 11: RM11Cwyw.dot & RM11Cwyw.wll
Reference Manager 10: RM10Cwyw.dot & RM10Cwyw.wll
Reference Manager 9.5: RM9wd8.dot & RM9wd32.wll

c. If one of these files is unchecked, check it, and click OK. If Word returns a macro security warning, check the box for "always trust macros from this source" and then "Enable macros." Close Word, and then start Word again. The Reference Manager commands in the Tools menu should be functional. If you go back to "Tools / Templates and Add-ins", both files should appear and remain checked.

Reference Manager 11 and earlier: If you are still having problems with this after verifying these CWYW files are checked, please do the following:

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Can't Find the Answer ?
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Email: EMail Techsupport

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