EndNote Problems

This page covers some of the more common technical problems encountered with EndNote. Additional support is available from the EndNote vendor's website. If these resources do not help, contact Library eServices by email or phone 364 2987 x 8603.

Help in using EndNote is provided by the Liaison Librarians in each of the campus libraries.

For those interested in user forums, have a look at the EndNote forum - sometimes there is useful discussion.

No EndNote toolbar in Word

A common problem, although the cause has varied over the years.

If you are working on your own computer, there are two things to try: the first is to look at the Disabled Item page which is the most common cause of problems in Word 2007 or Word 2010. If this does not help, the EndNote support pages also provide help for this problem.

If you are using a student-workroom or library computer, then there are also two options - but you cannot use the suggestions on the EndNote support pages mentioned above. The first option is described on the Disabled Item page, the other (and more drastic) is to have your profile reset by one of the ICTS ServiceDesk staff or workroom supervisors.

Flickering screen problem - or EndNote does not start

These instructions apply only for a Windows PC connected to the campus network. Ensure Word is closed. Uninstall EndNote. Run the following script (single-click, choose Open or Run): \\canterbury.ac.nz\student\Apps\endnote\regdelendnote.vbs. (This link only works in Internet Explorer or via the Run box). If this script is not available (e.g. on a Staff Machine) there is also a copy at N:\Endnotevbsscript\regdelendnote.vbs. Reinstall EndNote. Open an EndNote Library and if that is OK, then start Word to check the EndNote toolbars have installed.

Format bibliography slow or freezing

Word can either format references individually as you insert them, or many at once when you choose "Format Bibliograpy". If the formatting process is slow, turn off instant formatting and the Cite While You Write (CWYW) functions and rely on manually running the Format Bibliography command when it suits. The initial delay in starting to format the Word document can sometimes be several minutes and, to all appearances, the process appears to have frozen.

To turn off Instant Formatting, see the Disable instant formatting pages. If you get an error message like "left or right delimiter must be unique and cannot be blank" then see the Delimiter error instructions.

To turn off the CWYW function, first turn off Instant Formatting then see the Disable cite while you write.

Cannot use connection files in the student workrooms

If you use Internet Enabler you should be able to connect to most databases directly from within EndNote - although this is seldom as effective as searching the database directly then importing into EndNote. However, some databases cannot be searched through EndNote when in the Student Workrooms, or using other computers similarly configured (e.g. within the Library). The two most prominent of these are PubMed and Web of Science. For these you must search the database separately and then import the results into EndNote.

"Member not found"

This message can appear if the Cite While You Write (CWYW) tools from a previous version of EndNote are in the Word startup folder. 

To fix this problem, close Word and browse to the Word startup folder. The default location of Startup depends on your version of Windows.

Windows Vista:

C:\Users[YOUR USER NAME]\AppData\Roaming\Microsoft\Word\STARTUP

Windows XP/2000:

C:\Documents and Settings[YOUR USER NAME]\Application Data\Microsoft\Word\Startup

Note: If you cannot find the specified folder, your Windows preferences may be set to hide the folder. In Windows Explorer go to Tools / Folder Options / View tab and make sure that "Show hidden files and folders" is selected. Press Alt to view menus in Windows Vista.

Delete any EndNote files in this folder. Now when you use EndNote, you should not receive this error message.

_This information reprinted from Thomson Reuters Forums on 10/3/09:_http://forums.thomsonscientific.com/ts/board/message?board.id=en-general&message.id=196#M196

Troubleshooting for Mac

For Mac-specific problems, see Troubleshooting for Macs.


  1. When you go to install endnote, it asks for a product key. What are we supposed to do there?, I can't find a product key

    1. What version of EndNote are you trying to install, and what platform (Mac or PC)? Also, if you have an earlier version of EndNote on your computer, you need to uninstall it properly before you install the new version. I think the product key problem can happen if there is an older version still remaining.

    2. Another reason why an installation might fail after downloading the file, is failing to extract the file first. The installation file is very large so is zipped for download purposes. You need to save this file somewhere on your computer and then extract it before starting the installation.

  2. Hello.
    Im currently running EndNote X4 with the Mircosoft 2010 addin.
    I am required to cite the page I get quotes from within the citation like so ([Gleick, 1998, pg 571) but everytime I modify the citation, it reverts to the library form. How do I cite specific pages withina citation?


    1. Infuriating isn't it...but there is a way around this. Highlight the citation you wish to edit, then right hand click and a menu should open with the option Edit Citation at the very end  of the option list. You can add the page information to the Suffix field as the page option works only with specific styles. Try it and see !

      1. Sweet, adding it to the suffix seems to work. Thanks very much.
        Maybe they've fixed this in X5...

  3. For some reason when i download from your links it says that i was a on a trial time and now it's up so what can i do? 

    1. The most common cause of this is that the compressed files downloaded, have not been extracted. Double-clicking on the downloaded file should do this step automatically, before trying the installation. When you double-click, it should suggest a default extraction directory. Try changing this to your desktop and look and see if you get two files; ENX7Inst.msi and License,dat, The License.dat file is the one that should prevent the trial warning from appearing and it and the ENX7Inst.msi  need to be in the same folder.

      If you continue to have trouble email eservices@libr.canterbury.ac.nz and we'll see if we can get the software to you in a form that works.

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