You should be able to resolve this issue by installing the patch for Reference Manager 12:
http://www.refman.com/support/rm1203update.asp
If after the patch you still have the issue or if you have an earlier version of Reference Manager please try these steps:
http://help.thomson.com/default.asp?portalid=TSC&article=84550
Let us know if you have any questions or if this does not resolve the issue.