Mendeley Installation issues

What can I do if Mendeley Cite won’t install or load?

If you are using an institutional version of Microsoft Word or Office, you may experience issues installing or running Mendeley Cite due to the way the administrator has configured your institutional Microsoft account.

However, these issues can be resolved by your administrator granting you access to download and run Mendeley Cite. Below are some common scenarios you may encounter, with information on how to resolve the issues.

Alert message reads: "Sorry, Office 365 has been configured to prevent individual acquisition of Office Store add-ins" or "We can’t start the add-in because it isn’t set up properly" or "Office Store not available"

If you are using an institutional version of Microsoft Office, these errors occur when a system administrator has blocked the ability of members of the institution to install and access add-ins in Microsoft Word. This issue is caused by the set-up of your Microsoft Office account by the administrator and is out of the control of Mendeley.

Fortunately, this issue can be easily resolved by your system administrator. To do so, please request the ability to install Mendeley Cite. Step-by-step instructions for deploying Office add-ins can be found here, please share this link with your administrator if needed.

You will be able to install and access Mendeley Cite if you sign in to a free Microsoft Word service (such as Word Online) using a personal Microsoft account. This way, you can install Mendeley Cite onto your own personal account in Word.

Link

Alert message reads: "We couldn't load this add-in because we couldn't connect to the catalog"

There are a number of possible causes of this error message:

• No internet connection.

• Add-in installation is blocked by firewall.

• Add-in access is disabled by a security policy.

• Add-in installation is disabled by the administrator of Office applications.

If you have checked that your internet connection is not an issue, and you are using an institutional version of Microsoft Office, this error can occur when a system administrator has blocked the access to certain add-ins.

Fortunately, this issue can be easily resolved by your system administrator. To do so, please request the ability to install Mendeley Cite. Step-by-step instructions for deploying Office add-ins can be found here, please share this link with your administrator.

You will be able to install and access Mendeley Cite if you sign in to a free Microsoft Word service (such as Word Online) using a personal Microsoft account. This way, you can install Mendeley Cite onto your own personal account in Word.

Link

Source

https://service.elsevier.com/app/answers/detail/a_id/29572/p/16075/supporthub/mendeley/related/1/

Why does Mendeley Cite not appear in the 'References' tab in Word?

Users who are using Microsoft Word 2016 will notice that after installing Mendeley Cite, the add-in will disappear from the 'References' tab once Microsoft Word is closed and reopened. This is because Microsoft Word 2016 does not support add-ins that were downloaded from Microsoft AppSource to remain within the ribbon tabs in Microsoft Word after it is closed, and the add-in will disappear from the ribbon. Microsoft have stated that they will not be implementing a fix for this.

To access Mendeley Cite after you have installed it in Word 2016, you will need to access it through the add-ins menu. To do this, click on the 'Insert' tab and select the 'My Add-ins' option. Here you should see a menu load which contains Mendeley Cite.

https://service.elsevier.com/app/answers/detail/a_id/29851/supporthub/mendeley/p/16075/