Error messages

A Google search can be effective in locating instructions to rectify issues you encounter with EndNote. When searching, make sure you include information specific to your computer including the operating system (Windows or Mac), the desktop operating system (Mac Catalina, Windows 10 etc.), the version of Word you are using, as well as any error messages you are receiving.

EndNote support website

The EndNote Knowledge Base is a comprehensive FAQs database with instructions on solving common issues experienced with EndNote.

Common issues with EndNote

  • Google Chrome - There have been intermittent issues with access to the EndNote download in Student OASIS/Staff Portal when using the Google Chrome browser. If you encounter any problems in Chrome, try downloading with another browser (e.g. Edge, Firefox, Safari).

  • Product key - If you receive a message that you need to enter a product key, or that you have started a 30 day trial, something has gone wrong in the download process. You will need to uninstall EndNote from your computer, and re-download it. It may be a good idea to do this in a different browser so you don’t get a cached version with the same problem.

  • Security settings - The settings on your computer may prevent you from installing EndNote. If this happens, it’s a good idea to troubleshoot the problem by Googling any specific error message you receive, along with the specifications of your computer (such as the operating system). You can then follow the instructions to resolve the issue. If this does not work, contact EndNote support directly via their website.

  • Access outside of Australia - The EndNote program download is only available to students and staff based within Australia. If you are studying at one of our international campuses please contact your campus library for available options. If you are within Australia but it is not allowing you to download, make sure you disable any VPNs or programs that mask your location during installation. If you are studying through Curtin Australia but are located overseas you will not be able to download the software.

The security settings on most macOS may prevent you from opening and running your EndNote download. The default settings for these computers do not allow any files to be opened unless they have been downloaded from the App Store.

Allowing Apps from outside Apple Store

  1. Click the Apple menu and choose System Preferences
  2. Select Security & Privacy
  3. Select the ‘App Store and and identified developers’ option
  4. The Mac should then show an Open button when you try to download software from the internet.

EndNote can’t be opened because Apple cannot check it for malicious software

  1. Click the Apple menu and choose System Preferences
  2. Select Security & Privacy
  3. Click Open Anyway.

EndNote cannot be downloaded because it is from an unidentified developer

To install EndNote:

  1. Open Finder
  2. Locate the EndNote installer (it’s most likely going to be in your Downloads folder)
  3. Right click on the EndNote installer (if you have not set up right click on your computer, hold down the CTRL key and click)
  4. Select Open (it is possible that the installer will now open in a new dialogue box, if this happens, right click and select Open again)
  5. You will now get a message that says “EndNote.pkg” is an app downloaded from the internet. Are you sure you want to open it?
  6. Select Open
  7. Your system will then record EndNote as an exception to the security settings and allow you to open it normally, once it has been installed.

You may get this message when attempting to install and open EndNote due to the security on your machine. It is safe to install the software. Click on More info ** and Run anyway to install.

If Windows Defender SmartScreen is blocking the download, you may need to change your security settings. Search for “Windows security” and open the Windows Security app on your computer. Select App & browser control and change the Check apps and files option to Warn.

When exporting references from some sources (such as the Library catalogue), you may be asked to select a filter. Import filters are used to translate data from the source database into the EndNote-readable format. Many filter options are already included with the program and can be selected from the list that appears (look for the database name). Further import filters can be downloaded from the EndNote website.

If you are unsure which filter to select, a quick Google search will often help you find the correct one.

If you are prompted for an import filter when exporting from the Curtin Library catalogue select the RefMan RIS filter.

References exported from the Curtin Library catalogue often require editing to conform with your chosen style. The fields in the catalogue record do not translate well to the EndNote format and this can lead to duplicated information, missing or incomplete data or information appearing in the wrong fields (e.g. authors listed in the title field).

It is recommended that you create the reference manually or link through to the database that holds the item and export the reference from there as this will often provide a more complete and accurate citation than from the Library catalogue.

You may find that the Cite While You Write (CWYW) toolbar is missing from Microsoft Word. This can happen when you first install EndNote or when you perform software updates in either program. Sometimes, the installation of other programs, such as Mendeley or Zotero, may also cause your toolbar to disappear.

The EndNote support website includes comprehensive, searchable FAQs on how to install or restore CWYW tools for both Windows and Macs.

If your in-text citations are appearing in curly brackets e.g. {Smith, 2017 #10} and your reference list has disappeared from your Word document, this means the instant formatting has been switched off. You can switch it on again by selecting Update Citations and Bibliography in the CWYW toolbar in Word.

If you have a long document with large numbers of references, it is recommended you switch off instant formatting while working on it. Formatted citations take a longer time to process as EndNote will update all citations in the document each time a reference is added. Unformatted citations also provide you with more flexibility to use the cut and paste options in Word without the document becoming corrupted.

Sometimes EndNote will include author initials as well as family names for in-text citations. Watch our Author initials appearing in in-text citations video to find out how to fix this issue.

It is important that you do not save your working EndNote desktop library to cloud-syncing folders such as iCloud, OneDrive, Dropbox, Google Drive etc. as this can corrupt your library over time. See the EndNote support FAQ for more information.