If you encounter problems with RefWorks, try these tips:
If RefWorks is running slowly you can check for any current issues by going to: http://status.exlibrisgroup.com/
RefWorks will discontinue certification of Internet Explorer 11 as of 1st July 2021. This follows the recommendation from Microsoft and the increasing move of IE11 users to Microsoft Edge or other preferred, faster browser options. RefWorks will continue to support: Microsoft Edge, Firefox, Safari, Google Chrome.
What do I need to know about Internet Explorer 11 end of certification?
What do I need to know about Windows 7 end of support?
RefWorks writing tool add-ons will not stop working with Windows 7 on July 2, 2021, however RefWorks will no longer fix any bugs specific to Windows 7 or test new features on Windows 7.
RefWorks writing tool add-ons will continue to support Windows 8 and 10.
When creating your bibliography/reference list if you get a continuing spinning wheel consider:
If your reference list splitting your references mid-word (see example below) stop using Internet Explorer and change to Chrome or Firefox.
There are many reasons why the citation tools, WNC and RCM, encounter errors. Using Track changes and other formatting or coding seem to adversely affect their performance.
If you encounter issues continuing to add citations using these tools:
RefWorks Citation Manager sometimes crashes in the middle of creating a Word document.
This can occur if you are adding formatting to your document or using the Review Screen or Track Changes.
If this happens:
RefWorks Citation Manager works best with text-based documents rather than those with tables/images and complex formatting or styles.
Error message on RCM on Word:
'Sorry, we are unable to submit your request. Please contact support or try again later.'
Check your RefWorks password doesn't contain a special character, if it does change your RefWorks password to alphanumeric only
Some students have experienced issues logging in to Write-N-Cite (WNC) even though it is installed and displaying on their Word ribbon. It won’t let them login using their Solent email address and selected password and generates error messages. Using the alternative Institution login doesn’t work either as it doesn’t display any universities to select.
To resolve this and get WNC to work:
If updating these does not resolve the problem, please contact the Library for further support as you may need to delete the PQ working files.
Write and Cite database is not syncing in Word.
The latest version of Write and Cite has not been installed
Please update to the latest version, available in the Tools section of RefWorks and here.
If using a university machine, log out and log in again, this should clear the problem.
When using Write-N-Cite (WNC) Word can get stuck in Review Mode, this is likely due to a login issue relating to Shibboleth. You can create a separate password to use with your RefWorks account that will correct the fault.
You will then be able to login to RefWorks and WNC with your university email and new password.
If the RefWorks WNC tab disappears from your Word document it is likely the add-in has become disabled. You will need to reactivate this within Word.
If you need to delete PQ files (this may help with issues around logging into Write-N-Cite):
For more information, see this tutorial on cleaning up files created by WnC.
If your references are not copying into InDesign correctly, first copy them into a Word document and from there copy them into a blank new page in InDesign.
If the formatting does not copy across correctly you can change this setting in InDesign by pressing Command K you can access the Preferences Dialog Box, select Clipboard handling and then change Paste option to All Information.
Sometimes RefWorks cannot read PDF files if they are not formatted properly.
If your reference, generated from a PDF, is incorrect, you can:
PDF items that are not journal articles are unlikely to generate correct references when dragged and dropped into RefWorks.
If you need to re-install Reference Citation Manager - commonly after an Office 365 update has caused it to fail. Follow these instructions. Note you are advised to be logged into Word and you must be logged into your Office account
Insert -> Get Add-ins -> Admin Managed -> RefWorks Citation Manager -> Add
When you first open Get Add-ins it will say unavailable, but if you then switch to Admin Managed it should list citation manager.
If the button is grey out, then may need to check their privacy settings. From word:
File -> Account -> Account Privacy Manage Settings -> Tick “Turn on optional connected experiences”
If RCM hangs when you try and insert a reference you can try a couple of options to fix it:
You can insert a reference list by copying and pasting references from your RefWorks account instead if needed.