Any of the Gould library liaisons can help you with EndNote questions and problems. Please feel free to stop by the Research/IT desk in the reference room with your questions.

Here are some of the common problems students and faculty face. If you encounter other problems please contact your librarian or consult the EndNote Support website.

A citation style doesn't look right, or I can't find the one I'm supposed to use

Be sure that you're connected to Carleton's set of EndNote files (Styles-CC and Connections-CC) by going through Step 3 of the Installation and set-up instructions on the main page of this guide.

I can't connect to or import information from a Carleton Database

Be sure that you're connected to Carleton's set of EndNote files (Styles-CC and Connections-CC) by going through Step 3 of the Installation and set-up instructions on the main page of this guide.

The EndNote Toolbar doesn't show up in Word, or doesn't work if it's there

1. Fully quit the Word application
2. Make sure that EndNote is fully updated
3. In Endnote, reinstall the Cite While You Write tools (Windows | Mac)

Still no toolbar?

• If you have the Mendeley toolbar installed in Word, this will block the functionality of the EndNote toolbar. Open Mendeley, click "Tools" and then "Uninstall MS Word Plugin" to fix this.
• Try EndNote's troubleshooting instructions by program version

STILL no toolbar on a Mac? Ask a librarian to help with the steps below.

Tools grayed out?

Sometimes the are security settings preventing EndNote and Word from talking to each other.

Mac

1. Go into the Apple menu
2. Click System Preferences
3. Click Security & Privacy
4. Click the Privacy tab (along the top)
5. Click the Automation options, along the left.
6. Here, make sure that both "Microsoft Word" and "EndNote X9" are both turned on.

Windows

1. Close EndNote and Word.
2. Go to the following folder location: C:\Program Files (x86)\EndNote X8 (64-bit Windows)
3. Right click on “EndNote.exe” and select properties.
4. Click on the “Compatibility” tab and make sure “Run this program as an administrator” option is checked.
5. Click on Apply and then OK to save the changes.
6. Once this is done, go to the following folder location: C:\Program Files (x86)\Microsoft Office\root\Office16 (for Office 2016)
7. Right click on “WINWORD.EXE” and select properties.
8. Click on the compatibility tab and make sure “Run this program as an administrator” option is checked.
9. Click on Apply and then OK to save the changes.
10. Restart EndNote and Word.

IMPORTANT NOTE FOR WINDOWS USERS: If you typically save to OneDrive, the steps for Windows above could mess up your ability to save automatically. Instead, you will need to open Word and EndNote by right-clicking and selecting "Run As Administrator" each time you open the programs.

I'm getting error messages about a damaged EndNote library, or really bizarre codes or errors in Word while working with EndNote

Your library or your Word document may have become corrupted. If you can use EndNote successfully in a new or different Word document, follow these instructions for recovering a damaged Word file. If EndNote isn't working for any Word document, follow these instructions for recovering a damaged EndNote library.

Be aware that working with EndNote and Word documents that are stored in a networked folder or a cloud-based folder (such as Dropbox) can result in corrupted libraries or documents quite easily. It's a good idea to move your library and documents to your computer's storage (My Documents or the Desktop, for example) whenever you're working on your documents.

EndNote is searching for my PDFs and they do not appear despite the fact that I know that we subscribe to this journal.

The only way that EndNote can find a pdf, is if it has a DOI (Digital Object Identifier) AND that we actually subscribe to that issue. But, the biggest factor is whether or not you have the proper code in the preferences field of EndNote. Go to EndNote=> Preferences=>Find Full Text-and in the Open Url path paste the following: https://bridge.primo.exlibrisgroup.com/openurl/01BRC_INST/01BRC_INST:CCO?

Word keeps asking for an EndNote login and password, but I do not want to use EndNote Online.

In the EndNote toolbar of your Microsoft Word document, look for a button for Preferences. In the Preferences window, look for the Application tab. There you can "Select the Cite While You Write application" as EndNote instead of EndNote online.

1. Locate the webpage of a single article and click NASA ADS from the Refences & Citations menu on the right.
2. In the next screen, click View record in the new ADS.
   
3. In the next screen, click "Export" in the left-hand menu.
4. Under "Select Export Format" select "EndNote."
5. At the bottom of the page, click "Download to File"
6. In EndNote, click "File" and then "Import."
7. In "Import Options" (On a Mac, you'll have to click the "Options" button at the bottom-left of the import dialog box), select "EndNote Import."

Moving from Zotero to EndNote

NOTE: You wil not be able to automatically migrate PDFs and Notes from Zotero to EndNote, even though there are options that make it look like this should be possible.

1. In Zotero, select the items you wish to move to EndNote
2. Right-click on one of the selected items and select "Export Item(s)"
3. Choose the "EndNote XML" format.
4. In EndNote, go to File > Import and select the XML file you just exported from Zotero AND BE SURE TO CLICK "OPTIONS" and select "EndNote Generated XML" from the "Import Options" menu before clicking the "Import" button.

Moving from EndNote to Zotero

1. Select the entries you wish to export.
2. Click File > Export
   --Be sure to save your exported file into the .data file for your EndNote library! So if your library is Library.enl and its data folder is Library.data, save your exported items into the Library.data folder. Otherwise Zotero won't be able to find your PDFs.
   --Under "Save file as type" select "XML."
3. In Zotero, click File > Import.
4. Tell Zotero that you're importing a file, and then show it where to find the XML file that you just saved to your EndNote data folder.

Where the EndNote troubleshooting guide lists one file path for the place where the EndNote toolbar plugin should go, it may actually be a different file path, so you have to experiment as sketched out below.

Using the EndNote Troubleshooting guide as a base, try these things in order:

1) In Word, go to Tools > Templates & Addons

1. Check to see if the EndNote toolbar is there
2. Check the file path of anything that is there.
   On a Mac OS 10.14 with Word 2016 (from Office 365), the file path contained Library > Group Containers > UBF8T346G9.Office > User Content > Templates, which is not the same as the path described by EndNote. (To get to "Library" use the Go menu and hold down the Option key.)

2) Try manual installation

1. Quit Word and Endnote
2. Go to Applications > EndNote X9 > Cite While Your Write > "EndNote CWYW Word 2016.bundle”
3. Copy that bundle and then paste it into your Word template folder, which might be either of the following places, so if you can't tell from your Templates & Addons dialog, try these one at a time:
   1. [hard drive name] > Library > Application Support > Microsoft > Office365 > User Content > Startup > Word
   2. Library > Group Containers > UBF8T346G9.Office > User Content > Templates
4. Start Word, go to Word > Preferences > File Locations
5. If the startup folder is set to any location, highlight “startup” and click on “reset"
6. Quit Word
7. Start EndNote and then start Word

3) Deleting old conflicting files

1. Quit Endnote, Word, and all Microsoft applications
2. Go to Library > Group Containers > UBF8T346G9.Office > User Content > Templates
3. Find “Normal.dotm” template and move and rename it (something like "abNormal.old")
4. Find any other old files and move and rename them
5. 1. Users: [your login name with the house icon]: Library: Containers: com.microsoft.Word
   2. Users: [your login name with the house icon]: Library: Preferences: Microsoft:Word Settings (10)
   3. Users: [your login name with the house icon]: Library: Preferences: Microsoft:Word Settings (11)
   4. Users: [your login name with the house icon]: Library: Preferences:com. Microsoft.Word.plist
   5. Users: [your login name with the house icon]: Library: Preferences: Microsoft: Office 2011 (The entire folder would need to be renamed or removed here)
   6. Users: [your login name with the house icon]: Library: Preferences: Microsoft: Office 2008 (The entire folder would need to be renamed or removed here)
6. Restart your computer
7. Start EndNote (maybe run the customizer for good measure)
8. Start Word (cross your fingers!)
9. If Word starts without a problem, delete all the files you moved/renamed

When installing EndNote X8 on Windows 10, the program just hangs up and fails to install. 

When given the option choose a "Custom Install". Then when prompted, "uncheck" Web Export Helper. The program will now install perfectly.

When installing EN X8 on High Sierra, you get a message that it cannot be installed because it is an App not recognized by Apple.

Go to  your System Preferences/Security and Privacy and look to see if there is an option at the bottom of the page for "Anywhere". If not, unclick the lock, and then close System  Preferences. Now gp to your Applications folder. Go into the Utilities folder and launch Terminal. At the prompt put in the following command: sudo spctl --master-disable      Now exit Terminal. Go back to System Preferences, Security and Privacy and the Anywhere option should appear. Now click the lock. EndNote should now install.

Sometimes on a Mac, EndNote will appear to run through all the steps of updating its software, but then the next time you open EndNote it will still be running the previous version. For example, you're running EndNote X8.0, update to X8.1, and the next time you open EndNote it's still X8.0. In these cases you have to use Terminal/Command Line to install the updater (possibly a permissions problem?).

Here's how (BE CAREFUL -- Terminal is very powerful and not very intuitive to use):

1. Download the latest update as a zip file from the EndNote Website
2. When the download has completed, open the zip file
3. Right-click (or control-click) on the Updater app and choose "show package contents"
4. Click through to "Mac OS" -- you should see "Patcher" (Don't click on it, you'll need this later)
   
5. Leave that window open, and open up Terminal (in Applications > Utilities > Terminal)
6. In Terminal type sudo followed by a space, then drag the "Patcher" file from the previous window into the Terminal window.
   You should now have a line of code that looks something like username$ sudo /Users/username/Downloads/EndNote\ X8.1\ Update\ Installer/EndNote\ X8.1\ Updater.app/Contents/MacOS/Patcher 
7. Press Enter
8. You will be prompted for your password. Type it in (don't be alarmed that the cursor on your screen won't move as you type your password), and press Enter.
9. The EndNote Updater application will launch. Follow the steps it suggests to complete the update.
10. When completed, open EndNote.
    You can check to make sure you have the correct version of EndNote by clicking on the EndNote menu. The first item there should be "About EndNote X8.1" if you just installed the X8.1 update.