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EndNote Online: Troubleshooting - FAQ

EndNote Online

Frequently asked questions


Why is the EndNote toolbar in MS Word labelled EndNote 20, when I wanted EndNote Online?

When you have downloaded the EndNote plug-in and opened up Microsoft Word, you may see the new EndNote tab on your Word toolbar labelled EndNote 20. This refers to the EndNote desktop. It is straightforward to link your Word documents to EndNote Online.

  • Click on the EndNote 20 tab
  • Click on 'Preferences'



  • In the window that comes up, choose ‘Application’
  • Use the drop down menu beside 'Application' to choose EndNote online
  • Ensure that this url is showing under your EndNote Online Subscription (please add/replace the url if this is not the url displayed - or
  • Key in your student email address and your EndNote Online password > OK.



Why can't I see the ATU Bibliographic Styles in MS Word?

When you are working remotely, your EndNote Online account may not be linked to our ATU subscription to the Web of Science. Before doing the following, please close off all your MS Word documents that may be open.

  • Go to a desktop computer in ATU library or IT Centre
  • Log into the Web of Science here. Enter your ATU credentials.
  • Click 'Sign in' in the top right hand corner of the screen and enter your email address and password for your EndNote Online account. Your name should now appear in the top right hand corner
  • Click 'Products' and then 'EndNote' and a new tab will open up to EndNote Online.



  • On your EndNote Online webpage, go to 'Format' and choose 'Bibliography'
  • Click 'Select Favorites'



  • You will see a box appear with a list of all available styles on the left hand side and any of your chosen favourite styles on the right hand side. If you have not chosen any favourite styles yet, this will be empty. Select the style you want from the left hand side and click 'Copy to Favorites'. You will see this style in your list of 'My Favorites'. This should now appear in your list of available styles in MS Word when you open it.



Why am I getting a message saying 'Your roaming access to Web of Science or EndNote has expired'?

EndNote Online has a roaming profile feature that allows users to log into EndNote Online from any computer or device. Roaming is available if you have EndNote Online through an institutional subscription to the Web of Science (ATU has this). You can roam for twelve months before you need to log in with an authenticated session.


If you do not log into Web of Science or EndNote Online from an ATU IP authenticated machine or device at least once every 12 months, you will receive a message "Your roaming access has expired" when you sign into EndNote Online and go to 'Options' and 'Subscription'. At this point, you will lose access to all ATU custom Bibliographic styles available on your EndNote Online account. However, you will still be able to access references, groups created by you and shared with others when the roaming has expired.



  • Login to EndNote Online from a computer with an authorised ATU IP address within the college and this should reset your remote access for another 12 months. Do this from the Web of Science page (Web of Science). 
  • If you still cannot get access to the ATU styles, please contact


Why am I seeing a "Class not registered" error message when trying to use EndNote Cite While You Write in Word?

You need to update your EndNote Cite While Your Write preferences.

  • Open Microsoft Word
  • Click on the EndNote tab
  • Go to 'Preferences' in the EndNote tab


EndNote Preferences in Word


  • Click on the application tab in the pop-up box
  • Ensure that this url is showing under your EndNote Online Subscription (please add/replace the url if this is not the url displayed - or along with your email address and password. 
  • Save preferences by clicking OK






I am having issues with EndNote Online, CWYW in Word is not displaying


Download ATU's EndNote Online here - please create an account first if you have not already done so. If you have created an account directly from, please ensure you login here to activate your ATU credentials so you can access the ATU Referencing styles and roaming.

Ensure you have NO Microsoft applications open (especially Word) when you download the Cite While You Write (CWYW) tool. To download the CWYW tool, go to 'Downloads' on the EndNote Online website (see here for instructions).

If you have already downloaded the CWYW tool, it was working and now it has disappeared from MS Word, then try the following:
  • Click on 'File' and select 'Options'
  • Click on 'Add-ins'
  • Change the 'Manage' options to 'Disabled Items'
  • Click 'Go'
  • Highlight any EndNote item(s) and click 'Enable'
  • Click 'OK'.
  • If prompted, select to allow the file(s) to be loaded by Word. Close and re-open Word when this is done.


If you still have problems, check the following:
The Ribbon tab may also be unchecked.
  • Click on the 'File' menu and select 'Options'

  • Click on 'Customize Ribbon' and tick 'EndNote' (if it is unticked)
  • Click 'OK' to display the EndNote tab in the Word Ribbon.


If that fails, please follow the steps below to enable EndNote tools in COM Add-Ins:

  • Open Word and click on 'File' and select 'Options'
  • Click on 'Add-ins'
  • At the bottom of the page, next to 'Manage:', set the drop down to 'COM Add-ins'
  • Click 'Go'
  • Select 'EndNote Cite While you Write' (if it is unticked)
  • Click OK.

If you are using an Apple Mac, please click here for directions.


Why do I keep getting a Cite While You Write (CWYW) error message when I try to connect to Word?

This is usually a problem with the cache on your PC. You need to delete the browsing history, temporary internet files and cookies stored on your machine as follows:

Internet Explorer

  • Select Tools (via the gear icon)
  • Go to 'Safety'
  • Delete browsing history
  • Select cookies and website data
  • Delete



  • Click on the menu button (3 horizontal lines) to open the menu panel.
  • Click ‘History’ and select ‘Clear Recent History….’
  • Next to ‘Time range to clear’, choose ‘Everything’ from the drop-down menu, select ‘Cache’ in the items list, make sure other items you want to keep are not selected and then click the ‘OK’ button.



  • At the top right, click the 3 vertical dots.
  • Click ‘More tools’ and then ‘Clear browsing data’.
  • At the top, choose a time range. To delete everything, select ‘All time’.
  • Next to ‘Cookies and other site data’ and ‘Cached images and files’, tick the boxes.
  • Click ‘Clear data’.



  • Click Preferences
  • Advanced
  • Select 'Show Develop' menu in menu bar
  • Develop
  • Empty caches



  • click 3 dots icon on top right corner of the browser
  • Settings
  • Privacy, search & services. 
  • Under 'Clear browsing data now', select 'Choose what to clear'. 
  • Select "Cached images and files" and "Cookies and other site data" tick box and then select 'Clear now'.



How do I transfer my references from the References Tab in Microsoft Word to EndNote Online?

  • Check that you have the EndNote plug-in installed as a tab in MS Word
  • Open the document you want to import from
  • Click the EndNote tab on the toolbar and log-in to EndNote Online
  • Select 'Export to EndNote' option from the EndNote menu
  • Choose 'Export Word Citations' (exports all references from the current document)
  • If you click 'Export Word Master List', it will export all references from all documents you have references in


Your references should appear in your 'Unfiled' group of references in EndNote Online.



Why are there strange codes coming up instead of my citations?

What you are seeing is the hidden field codes in Word which EndNote Online uses to hold the reference information for your formatted citations. To fix the problem:


Quick Fix:

Hit ALT + F9 (Option + F9 on Mac) on your keyboard to toggle field codes. If you are still seeing the codes, proceed with the steps below:



  • Go to 'File' and click 'Options'
  • Click on the 'Advanced' option on the left-hand side and scroll down to the section titled 'Show Document Content'

  • Untick the item titled 'Show field codes instead of their values' and click OK
  • The document should now appear normal



  • Go to the Word menu and select 'Preferences'
  • On the 'View' menu, untick the box named 'Field Codes'
  • Click OK
  • The document should now appear normal


Why is the corporate author (organisation's name) not appearing correctly in the Reference List?

By default, EndNote Online will select the last word in the author field as a surname. So, for example, an organisation like Health Service Executive will appear as 'Executive, H.S.' in the reference if is not entered correctly on the EndNote Online website. To make sure this comes out right, all you need to do is add a comma at the end of the organisation's name in the author field e.g. Health Service Executive,


If the organisation already has a comma in it (e.g. Galway-Mayo Institute of Technology, School of Business, you will need to put a double comma where the comma ordinarily appears (e.g. Galway-Mayo Institute of Technology,, School of Business).

You do not need a comma at the end of the name like in the first example, only the double comma if the name has a comma in the name.



If you are using the Harvard style, the corporate author name with 2 commas may not display correctly in the in-text citation in your document. If so, then follow these steps:

  • Cite your reference in the body of your document in the usual way
  • Highlight this in-text citation and click 'Edit Citation' on the EndNote toolbar

  • Tick 'Exclude Author'
  • Type the fill corporate author name within the 'Prefix' field
  • Click OK.


How do I cite a secondary reference?

If you read an article or book which cites or quotes some information that you want to use in your assignment, you will need to refer to both the original source and the source where you found the information. The words "cited in" or "quoted in" and the page number of the source where it was cited are used to indicate how the information from the original source has been used in the source you have read.

  • Insert the citation of the source you have read from your EndNote Online library
  • Select the citation in MS Word and click on 'Edit Citation' on the toolbar
  • In the 'Edit Citation' window, type in the author of your cited source, year of publication (if available) and words 'cited in' into the Prefix box and the page number into the Suffix box




In-text citation:


Reference List:

You will only mention the source you actually had access to in your Reference list.




How can I combine my chapters and have one reference list at the end of my document?

To combine several Word documents into a single document with a single bibliography at the end (e.g. thesis or dissertation), follow these steps:

  • Create a copy of each chapter you wish to combine. Work with the copied chapters, leaving the originals as back-up.
  • Open each of the copied chapters and from the EndNote tab in MS Word, select 'Convert Citations and Bibliography' and in the drop down menu, select 'Convert to Unformatted Citations'. All in-text citations will be converted to the unformatted state - e.g. {O'Brien 2020 #71}.


  • Copy each of the chapters in turn into a new document.
  • Reformat the document with the combined chapters by selecting ' Update Citations and Bibliography'.



Why has my Reference List not updated after I made changes to the reference in EndNote Online after inserting the citation?

When you insert an EndNote citation into a Word document, all of the reference data is inserted into the document in the form of coding. Therefore, when you make changes in EndNote Online, you will need to 'refresh' this coding to reflect any changes in your EndNote Online library. The best thing to do here is:

  • Highlight the citation
  • Click 'Edit reference' to the right of the relevant citation and
  • 'Remove citation'.










You can then make your changes in EndNote Online and insert the citation once more. The Reference list will update immediately.


Why does my Reference list change back after I made some small changes?

EndNote Online puts invisible coding into MS Word which controls the formatting of your Reference List. If you need to make any changes to the layout of the references, wait until you have finished your work and then make a back up.

  • Go to 'Convert Citations and Bibliography' on the EndNote toolbar in MS Word
  • Click the drop down menu beside it and select 'Convert to plain text'. This will remove all the EndNote coding in your document so that you can make any changes like in the rest of your Word document.




My Reference List has disappeared and the in-text citations have curly brackets. How can I get my references back?

You have accidentally converted your citations to 'unformatted'. 'Unformatted' is a way to temporarily turn off the EndNote coding (e.g. when joining together different chapters from different Word documents). To change it back to normal, all you need do is click on 'Update Citations and Bibliography' on the EndNote toolbar in MS Word.




Can I use EndNote Online on a Chromebook?

You can use the EndNote Online website to build up an EndNote library and create a formatted bibliography. However, you will not be able to download the Cite While You Write toolbar to add in text citations to Google Docs.


Why does the EndNote 'Select Matching Reference' window keeps appearing when inserting citations?



The window may contain a reference, or text, that is not a reference. Here are a couple of possible explanations for the window appearing when you format the bibliography:

  1. When you format your document with EndNote, EndNote will scan your document for any text surrounded by temporary citation delimiters (the delimiters usually are the curly brackets "{Smith, 2020, Food Safety in Ireland}"). If you have text that is not a citation, but is surrounded by these delimiters, EndNote will think it's a citation and try to format it. Since it's actually text, and not a citation, EndNote will not be able to match that text with anything in your library, and that's why you get the ‘EndNote select matching reference dialogue’. In this situation, you should click the Ignore button. Then find the part of your paper that has {curly brackets} and change those curly brackets to [square] or regular parentheses. This should fix that problem and you can continue referencing as usual (to test it, after you’ve removed the squiggles just go to the endnote menu in word and select ‘update citations and bibliography’). If you are going through the process of locating and inserting the correct references using this dialog, do not at any point click on the "Cancel" button. Clicking "Cancel" will cancel any changes that you have made, and any references that you have inserted in this select matching reference session will be lost. If you need to take a break during this process, click the "Ignore All" button instead, which will skip all the rest of the unmatched citations and format the ones you have inserted.


  1. There may be a stray field code in your document that you can't see because it's hidden, but EndNote can see it when you format the bibliography. I suggest you search your document in MS Word for the text to see if it's just text in your document that happens to be surrounded by the same delimiters that you are using for your EndNote temporary citations.

If you can't find the text anywhere in your document, then it might be a hidden field code, so try the following:

  • Make a backup copy of your Word document.

  • Unformat the citations in your document (in Word, go to EndNote tab > Convert Citations and Bibliography menu > Convert to Unformatted citations).

  • After this is done, there should be no EndNote field codes in your document.

  • Check by setting MS Word to show field codes: Go to File > Options.

  • Click on ‘Advanced’.

  • Scroll down and tick the ‘Show Field Codes instead of their values’ box. Under ‘Field Shading’ select ‘Always’.


  • Starting from the top of your document, scroll through your document. If you see any text highlighted in grey, then this is a field code. We are looking for any EndNote field codes that are still left in the document. There should be none since we unformatted citations. If you see page numbers in grey, you can leave these alone. If you see any field codes that look like an EndNote field code, delete them. Go back to File > Options and untick the ‘Show Field Codes instead of their values’ box. Go back to the EndNote tab on Word and click ‘Update Citations and Bibliography’. See if you still get the select matching reference dialogue for the text you originally saw. Hopefully not!


  • If you still see the author, year and text from the title coming up in the ‘Endnote select matching reference’ window, replace the search term with just the author’s name. When the reference comes up in the window, just highlight it in blue, click ‘insert’ and all should be fine (I hope, at this stage!).


I need to change a few sentences in my assignment. Can I copy and paste sentences with EndNote citations in them?

NO!! If you want to copy and paste and alter things in your assignment, turn off formatting first.

Every EndNote citation in your Word document includes a large number of field codes which you cannot see. The grey text that you can see when you click on a citation alerts you to the presence of the field codes. These field codes can easily become corrupted. Here’s what to do before you start changing things in your assignment:

  • In Word, click on the ‘EndNote’ tab and then ‘Convert Citations and Bibliography’ and select ‘Convert to Unformatted Citations’ from the drop down menu. Your Reference list will disappear and your citations will look like this: “{Smith, 2020, Food Safety in Ireland}”

  • Make your changes and then click on ‘Update Citations and Bibliography’. Your reference list will be restored and citations will be in the correct brackets.

  • You may also need to enable instant formatting again. Click on ‘Preferences’ and turn on the ‘Enable Instant Formatting’ button.


I put my citation in the wrong place. How do I delete it?

Don’t just press delete on the keyboard!! You will have problems with codes if you do this. It is essential to use the ‘Edit Citation(s)’ command in Word whenever you want to delete citations. Never use the delete or backspace keys to remove citations, and never cut and paste citations to move them to another position.

  • Highlight the citation you want to remove
  • Go to ‘Edit Citation’ on the EndNote toolbar in Word
  • Make sure you have the right citation highlighted in blue.
  • Click the drop down menu beside ‘Edit Reference’
  • Choose ‘Remove citation’. This will remove it from the in-text citation and the reference from your Reference list. | Galway City, Dublin Road 091-742785 | Galway City, Wellpark Road 091-745409 | Mayo 094-9043146 | Connemara 091-742666