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Visitor
Posts: 1
Registered: ‎01-01-2020
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Microsoft Word keeps "not responding" after launching or closing due to Endnote on Mac

Hi Guys,

 

This issue is driving me crazy..

Microsoft Word keeps "not responding" after launching or closing due to Endnote. Other Microsoft products are working fine.

Error Signature:

Exception: SIG_HANG_QUIT

ExceptionEnumString: 33554432

Exception Code: 0x00000001 (0x00007fb1ee5d4000)

Date/Time: 2019-12-31 04:22:59 +0000

Application Name: Microsoft Word

Application Bundle ID: com.microsoft.Word

Application Signature: MSWD

Application Bitness: x64

Application Version: 16.32.0.19120802

Crashed Module Name: merp

Crashed Module Version: 16.32.0.191208

Crashed Module Offset: 0x0000000000005b0a

Blame Module Name: EndNote CWYW Word 16

Blame Module Version: 19.3.2.15235

UnsymbolicatedChecksum: 6B4144B7BEFB0D13B93A6FDDB8A6189F

Blame Module Offset: 0x0000000000039f43

StackHash: afcf07c98711ece5-dm_33554432_main

Application LCID: 2057

Extra app info: Reg=en Loc=0x0809

Build Type: Release

Crashed thread Stack Pointer: 0x_00007ffeeab228e8

Crashed thread: 0

 

 

Both Word (office 365 v16.32) and Endnote (desktop v9.3.x) are with the latest version. Mac OS (Mojave 10.14.6) does not have any pending updates. I have tried to re-install both Word and Endnote. Also re-imaged OS with Mojave 10.14.6 again. But the issue persists.

 

Please see attached error log for more information.

Thank you for your help in advance.

 

 

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Administrator
Posts: 692
Registered: ‎06-04-2008
0

Re: Microsoft Word keeps "not responding" after launching or closing due to Endnote on Mac

You can try the steps on our website:

 

https://support.clarivate.com/Endnote/s/article/EndNote-X8-Mac-and-EndNote-online-Mac-CWYW-tools-in-...

 

You can also contact Technical Support for help.

 

1-800-336-4474 option 4 then 1

 

or


https://endnote.com/contact/

 

 

Best Regards,
Tony M.
Clarivate Analytics

Product Specialist
Phone: +1 800 336 4474
clarivate.com
Visit Customer Service – Get Help Now at https://support.clarivate.com for all your support needs.
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New User
Posts: 2
Registered: Thursday
0

Re: Microsoft Word keeps "not responding" after launching or closing due to Endnote on Mac

I have the same problem on two MacIntoshes with Word and EndNote

I see the same error message as Jasonweng's after "Force Quit'

 

It is also driving me crazy!!

Highlighted
New User
Posts: 2
Registered: Thursday
0

Re: Microsoft Word keeps "not responding" after launching or closing due to Endnote on Mac

I am getting the same Freeze/crash -

 

Microsoft Error Reporting log version: 2.0

 

Error Signature:

Exception: SIG_HANG_QUIT

ExceptionEnumString: 33554432

Exception Code: 0x00000001 (0x0000700005321e88)

Date/Time: 2020-02-13 17:03:47 +0000

Application Name: Microsoft Word

Application Bundle ID: com.microsoft.Word

Application Signature: MSWD

Application Bitness: x64

Application Version: 16.34.0.20020900

Crashed Module Name: merp

Crashed Module Version: 16.34.0.200209

Crashed Module Offset: 0x0000000000005aa3

Blame Module Name: EndNote CWYW Word 16

Blame Module Version: 19.3.2.15235

UnsymbolicatedChecksum: 417A44F9CD61CD2B4249BB3274B13D72

Blame Module Offset: 0x0000000000039f43

StackHash: afcf07c98711ece5-dm_33554432_main

Application LCID: 1033

Extra app info: Reg=en Loc=0x0409

Build Type: Release

Crashed thread Stack Pointer: 0x_00007ffeec160958

Crashed thread: 0