Error with Format citations

Working on a Google Doc with ~100 references, my team is experiencing an error when executing the ‘Format citations’ command. The app goes through ‘Analyzing document’, ‘Formatting citations’, and ‘Updating bibliography’ but then throws the error: “Whoops — something went wrong while formatting your document. Please try again or contact support.” I’ve done both but have not been able to get it to work. I’m working on an updated version of Google Chrome on Mac.

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I’ve also started having this issue since last night (Oct 16th) with the same error message on my Google Doc and I also have the most recent version of Google Chrome on Mac.

I’m trying to meet a deadline for my PhD thesis this Friday, so I hope we get this resolved ASAP!

Me too, experiencing this issue as of October 17, google doc with 110 citations on google chrome on a PC. glad to know it’s not just me, extremely frustrating though!

Thanks for the reports. We haven’t managed to reproduce this issue on our end yet; it seems to be affecting only a few users so far. Some suggestions to try in the meantime:

  • Restarting the browser and signing out/in of both Paperpile and Google
  • If more than one Google account is signed in on Chrome, please try the same from a fresh Chrome Profile where only the Paperpile-associated account is logged in.
  • Clear your browser’s cache and cookies (or format in incognito mode)
  • Try from another browser to see if the same happens – Paperpile runs on any Chromium-based one like Brave, Vivaldi, MS Edge in case you’re able to use any of them for troubleshooting.

Please let us know if any of this works here or via chat/email (support@paperple.com) – your feedback will aid the investigation. Cheers.

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I cleared the cache and cookies, signed out and back into Chrome and now the formatting worked. Thank you!

Thanks for the suggestions. The first two suggestions didnt’ work; however, like Sebastian, clearing the cache and cookies did the trick!
Thank you!

Hi @vicente, I’ve encountered this issue several more last week and today. I’ve tried to clear the cache and cookies several times and the outcomes are inconsistent. Sometimes clearing works, and sometimes it doesn’t.

Is there a more long-term/stable solution?

@ytakemon I’ve replied to your email report so you can share the document there if needed. Let me know.