Mendeley syn error in MS Word Online

Anonymous
2025-06-02T21:47:38+00:00

Hello,

I have a shared WOrd document that is edited in MS Word online. It uses Mendeley for inserting references. Since a week, the document crashes after inserting a new reference, error message: "Couldn'T save automatically. To avoid losing your changes, please copy them before you reload this document". I tried every possible soliution, such as reinstalling plugins, the offline Mendeley app used for creating the references, copying the document into a new version, reuploading the document, etc. Nothing works. How can I solve this problem? Is it a current problem known to Microsoft and Mendeley/Elsevier? How do I solve it?

Microsoft 365 and Office | Word | For home | Windows

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  1. Anonymous
    2025-06-03T13:23:28+00:00

    Hi Christian Fuchs3,

    Thank you for Posting in Microsoft Community.

    I understand the frustration you are experiencing with the Mendeley sync error in MS Word Online. This issue may be related to compatibility or connectivity problems between Mendeley and Word Online. Here are some steps you can try to resolve the issue:

    1. Ensure that you are using the latest version of both Mendeley and Word Online.
    2. Clear your browser cache and cookies, then try inserting a new reference again.
    3. Check your internet connection to ensure it is stable.
    4. Try using a different browser to see if the issue persists.

    Let me know how it goes,

    Best Regards,

    Bench

    Microsoft Moderator

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  2. Anonymous
    2025-06-03T13:40:34+00:00

    Many thanks for the answer, I already tried all of that for a full day, I installed Edge as completely new browser, new version of Mendeley Desktop and add-in, etc. The error persists, so perhaps it is a communicaiton problem that is software-sided between Mendeley and MS Word Online that needs a bug fix from Microsoft or Elsevier.. The error message appears every time I use Mendeley to insert a new citation.
    Error message (Iin GErman):

    Kind regards

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  3. Anonymous
    2025-06-03T15:57:32+00:00

    Have you contacted Mendeley for support? It is their responsibility to ensure their plug-in works with Word.

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  4. Anonymous
    2025-06-06T17:23:54+00:00

    Hi Christian Fuchs3,

    Thank you for your Reply.

    Please do try reaching out to the Mendeley support for now and check with them if there is any known issue about their add in .

    Let us know how it went through,

    Best Regards,

    bench

    Microsoft Moderator

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  5. Anonymous
    2025-06-10T19:35:23+00:00

    Hi Christian Fuchs3,

    We have noticed that you have not replied to our last response. We would like to know if the issue you have raised to us is still on-going. If yes, please reply to the thread so we can continue troubleshooting your concern. 

    Thank you. 

    Bench

    Microsoft Moderator

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