EndNote: Troubleshooting

Upgrading from EndNote 20 (or earlier) to EndNote 21

1. Backup your EndNote library to a separate device
2. Uninstall EndNote
   1. Uninstalling on a Windows computer 
   2. Uninstalling on a Mac 
3. Download and install EndNote 21 according to the instructions on the home page of the EndNote Guide.
4. Open your EndNote library file. If your library is missing references or appears corrupt, restore it using the backup made earlier.

Restoring a corrupt EndNote Library

If your EndNote library is corrupt, follow these steps to use the Recover Library function:

1. Open EndNote.
2. Go to Library then Recover Library
3. A box will appear with information for the next steps. Click OK
4. Choose your corrupt library and click Open
5. Pick somewhere to save your new library. EndNote will attempt to pull the references from your corrupt library into a completely new library. Ensure that this new library is not saved locally and not to the cloud.
6. EndNote will process and then let you know how many references were able to be recovered and saved into the new library.  
7. Go to File > Open Library > Open the new library you just created.

If you experience difficulties with these steps or are unsure, please contact the library.

Forcing RIS files to open in EndNote

Sometimes it is necessary to set what programme RIS files open with.

Windows

1. Right-click on the RIS file and click Properties.
2. It will open a new window. Where it states ‘Opens with’ click Change
3. Select EndNote and click OK.

Windows 11

1. Open settings (Right click the home button then select settings)
2. Select Apps then Default Apps
   
   
    
3. Scroll to the bottom and select Choose defaults by file type.
4. Search for RIS and click ResearchSoft Direct Export Helper. This will open a window allowing you to select which app you want. Select EndNote from the list.
5. Click OK

Mac

1. Right click on the RIS file and click Get Info
2. Scroll to Open with and click Other (unless EndNote is visible)
3. Scroll until you see EndNote, then click Add
4. Click Change all to update the files.

The sync feature keeps showing error messages

EndNote can occasionally have issues with syncing your desktop library with your online library.

If this appears to be the case:

1. Back up your library through the instructions for creating a ZIP folder backup.
2. Open EndNote desktop
3. Click Edit > Preferences > Sync
4. Uncheck automatic syncing. Close this screen then restart the endnote programme.
5. Go back into Edit > Preferences > Sync.
6. Add this text to the end of your email address in the login field. Note this is case-sensitive

7. Click Apply then OK.
8. Go to the sync screen (found at the top of the left-hand pane).
9. Click Sync Now.
10. EndNote will show this warning message:
    
11. Click Ok. EndNote has been tricked into thinking that it has been authenticated against another user. It will purge any knowledge of a previous sync.
12. EndNote will display a second warning message. Click OK.
    
13. Restart EndNote
14. Go to Edit > Preferences > Sync
15. Enter your username and password again. Click apply then close.
16.  Go to sync and click Sync Now.
17. You will receive another message from EndNote warning you about only syncing to one account. Click OK
18. You will then be prompted to make a backup. This isn’t necessary if you previously made one.
19. EndNote will sync again. This may take longer than a normal sync depending on the size of your library.
20. Check the numbers on the Sync Status screen to see if your online library and desktop libraries appear to have the same amount of content. You may find that this sync has duplicated your EndNote library. (How to remove duplicate references)
21. Log into Endnote Online and check that the references there match the references in your desktop library.

CWYW has disappeared from MS Word

Clarivate Support articles

• Windows computers
• macOS

References (In-text and Reference List) aren't updating

Possible causes:

1. Using the backspace or delete key rather than removing references through Manage References in Word.
2. Track Changes

Track changes

If possible, don’t use EndNote and track changes at the same time. They can cause problems with each other.

Accept the changes and delete the comments in Track Changes then update your citations in the EndNote tab. Check this for errors.

MS Word could be corrupted.

To check this:

1. Open a new Word document and add in a few references.
2. Click Update bibliography and citations.
3. Check the references. If they work in this new document, your original is corrupt.

Repairing damaged field codes in a Word Document

CWYW isn't connecting to EndNote Online/Web

Clarivate Support article: EndNote online: Cite While You Write (CWYW) could not connect to EndNote