Hi there, last week Paperpile (using google doc extension, safari) stopped working on a document I had been working on. I had assembled abibliography of ~20 papers fine until then. A warning came up: ‘Something is not right. Lost connection to document. Retrying in 30 seconds.’ reloading over and over. And when I try to put in a citation from my existing bibliography, it says ‘Could not insert or update the citation in your document. Please retry later.’ I have uninstalled and reinstalled the extension, and also have signed out and in of google (as suggested in a historical post here). Thanks a lot
Welcome to our forum, @Aidan_Maartens, and thank you for reporting this. Have the errors persisted in Safari? If so, can you take screenshots of the error messages and send them to support@paperpile.com so that our team can investigate.
Does the error persist when you try citation formatting with the Google Docs plugin in other browsers (Chrome, any other Chromium based browsers like Brave, Vivaldi, etc.)?
If the error is persisting in Safari, can you try:
- Quit Safari, re-open it and try again
- Cite and format in other documents—if it works, copy / paste the contents to a new doc and format.
There are some situations that affect the Google Docs plugin’s performance:
- If you are using tabs in your document, make sure to only cite in the first tab—we are working to support this feature.
- If your document is in another format (like
.docx), please click File > Save as Google Docs, then try formatting again. - If you are using or have used Suggesting mode, make sure you’ve accepted all changes and only attempt formatting citations while in Editing mode.
We will update the Safari extension with some bug fixes soon, and I’ll let you know on this thread. In the meantime, you can use our optional sidebar add-on to format citations. After installing it, you can open the sidebar add-on in Google Docs in the top ribbon menu Extensions > Paperpile > Manage Citations.
Hi,
I am also experiencing this issue using the Paperpile extension in Google Docs (Chrome browser). It was working fine for this doc until today I tried to add a citation and got the same two error messages. I have tried:
- Clicking ‘retry now’ in the error message
- Refreshing the page
- Using chrome://restart to restart my browser/extensions
- Logging in and out of my Paperpile account
- Turning the Paperpile Chrome extension off and on again
- Completely removing the Paperpile Chrome extension and re-installing it
None of these have worked. I am not using tabs in my document, it is not in another format like .docx, and I am only in Editing mode. This is also happening in my other Google docs so it is not limited to a specific one.
Welcome to our forum, @Adriana_GB!
Can you confirm whether you tried the sidebar add-on Suzanne mentioned above? Once installed, you can enable it via the top ribbon menu Extensions > Paperpile > Manage Citations and check whether citing/formatting works that way. It uses a different route from the Chrome extension, so potentially a workaround.
Also worth checking:
-
If you’re signed into multiple Google accounts in Chrome, try once from a clean Chrome profile signed into only the Google account linked to Paperpile.
-
I’ve enabled the new Google Docs plugin beta for your account. To try it, go to Paperpile , enable New Google Docs plugin, reload the Google Doc, and approve the new permissions if prompted. More here: New Google Docs plugin beta.
If the issue continues, please share a screenshot of the error, your Chrome version, whether the sidebar add-on works, and a link to one affected doc with editing access to support@paperpile.com (don’t post the doc link publicly here!).
Hi Vicente,
Yes, that sidebar add-on is what I’ve been using - I was actually using it rather than the extension for Paperpile since it was what allowed me to be signed in to multiple Chrome accounts at once and still worked on the doc. I tried signing in an incognito window and using the sidebar add-on and it worked there, so it seems it might not work with multiple accounts signed in anymore.
The new beta plugin also worked on my Chrome with multiple accounts, so I will just use that going forward. Thank you for your help!