Everything you never knew you wanted to know about RefWorks.

1. RefWorks FAQ & Troubleshooting Table of Contents
University of Calgary Library
Q: How do I access Ref Works off campus?
Q: When I tried to format my bibliography, I got an error message. How do I fix it?
Q: My citation is not complete or there is incorrect information. How can I fix it?
Q: Can I have multiple RefWorks accounts?
Q: Can a group share a RefWorks account?
Q. I’ve forgotten my login name and password. How can I get them?
Q. My bibliography is not coming out correctly. Why?
Q. Why does my bibliography have incorrect data included in the output document?
Q. How do I select a specific citation style?
Q. What is Write-N-Cite?
Q. How do I download Write-N-Cite?
Q: How many references can my RefWorks account hold?
Q. Will I be able to access my RefWorks database after I graduate?
Q: How do I get references into my account using online databases?
Q. How do I get book references from the library’s online catalogue into my RefWorks database?
Q. How do I add page numbers to my in-text citations?
Q. How do I change my user name and password?
Q: How do I export a bibliography from Microsoft Word into RefWorks.
Q: How many references can my RefWorks account hold?
Q: I'm a Mac user but I also use PCs in the library. Can I use Write-N-Cite on both PCs and Macs on
my papers?
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2. RefWorks FAQ & Troubleshooting
University of Calgary Library
Q: How do I access RefWorks off campus?
A: Get the group code by logging in with your UofC IT account here.
Q: When I tried to format my bibliography, I got an error message. How do I fix it?
A: There are several common error messages. Here are some tips to fix them:
Firewalls, pop-up blockers and third-party toolbars may interfere with your ability to use RefWorks
and/or Write-N-Cite. Make sure any internet security or firewall software is specifically configured to
allow RefWorks and Write-N-Cite (which appears as a separate program from RefWorks).
1. Disable all pop-up blockers (check browser and any third-party toolbars you may have installed in
your browser). Click here for some vendor specific firewall configuration instructions.
2. Make sure all citation placeholders (the things you inserted into your paper) have opening and closing
double curly brackets {{ }}. You can use the word processors "find" feature to easily check your
placeholders.
3. Make sure any multiple citation placeholders are separated by a semi-colon. For example: {{39 Smith
2001; 57 Jones 2004}}
4. If you are using in-text switches, make sure the switch appears directly after the citation placeholder
BUT before the semi-colon separator. For example: {{39 Smith 2001/ f p. 43; 57 Jones 2004}}
5. Make sure the Reference ID numbers you are citing in your paper, are in your RefWorks
database. You may have inserted a citation placeholder and then subsequently deleted the record from
your account. RefWorks will be unable to locate a reference and this will cause your bibliography to fail.
6. Check your document to make sure it is not password protected. RefWorks cannot open password
protected documents.
7. If you get an error message not related to a specific Ref ID, you can try copying your entire document
and pasting it into a new, blank document. Save the new document and try formatting it in RefWorks.
8. If you are using Write-N-Cite to format your paper and you get an error message immediately after
you click on Bibliography, you should close out of Write-N-Cite. Log in to your RefWorks account. Go to
the Bibliography area and select your output style. Browse to find your paper and click Create
Bibliography. If your paper formats properly, then your internet firewall or security software may be
blocking Write-N-Cite. Check any settings in your firewall software and set them to "allow" Write-N-
Cite.
9. If your paper appears to be processing, but the final copy does not display, check your browser and
operating system for pop-up blockers and disable them.
10. If you get a time-out error or have a problem formatting a large paper, this may be due to file size or
time constraints on your local Organization's network or proxy server. Check with your local RefWorks
Administrator to make sure there are no limits. RefWorks does not limit the file size of your paper.
11. If you are using Microsoft Word 2007 OR 2010, try saving your document as a .doc instead of a .docx.
Doc files may work better with RefWorks.
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3. Common Errors Messages:
Length is null or not an object" -
Log in to Write-N-Cite.
Click on Tools > Revert to WNC V.2 Document and revert the document to Write-N-Cite Version 2.
Save
In Write-N-Cite, click on Tools > Convert to WNC III Document > Convert.
Save
Try creating bibliography again
The “Length is null or not an object" message may also appear if you delete a citation without using the
"Edit Citation" function, which WNCIII requires using the editing function when deleting references. To
delete citations, use the "Remove Citation" option from the Citation Editor.
Reference #__ missing
o This happens if you delete or alter a reference and RefWorks cannot properly format the
reference. To fix:
o Log in to Write-N-Cite
o Go to Tools>Display Unformatted Citations
o Once document is processed, search for the number of the reference that the error
message said was missing
o Delete
o Re-format bibliography
Q: My citation is not complete or there is incorrect information. How can I fix it?
A: RefWorks can only process what the database sends it. So, if there is a missing or incorrect piece of
information in your database, you can easily change it by logging in to your RefWorks account and
change it by clicking on the "Edit" button of the specific reference you would like to change. In the "Edit"
fields, you can change any information that is incorrect.
Q: Can I have multiple RefWorks accounts?
A: Yes, RefWorks does not limit the amount of accounts you create.
Q: Can a group share a RefWorks account?
A: Yes. One person in the group can create an account and share the login information with the rest of
the group. All parties can import info the same RefWorks account and multiple users can be logged onto
the same RefWorks account simultaneously.
Q. I’ve forgotten my login name and password. How can I get them?
A. On your RefWorks login page, there is a link that says “forgot your login?” Select this link and enter
your e-mail address that you used when registering for your RefWorks account. Your login name,
password and group code will be e-mailed to you. Be advised that some subscribing organizations have
chosen purposely to omit information in these e-mails (some do not include group codes or
passwords). If this is the case, you will need to contact your local RefWorks Administrators
(refworks@ucalgary.ca) for further assistance.
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4. Q. My bibliography is not coming out correctly. Why?
A. Make sure the information in your each record is in the correct fields. RefWorks prints out what is
stored, so if data is missing or not in the correct fields, your output may be incorrect. Always check to be
sure the data in the database is correct before formatting a bibliography.
Q. Why does my bibliography have incorrect data included in the output document?
A. The output style takes the data from a particular field and inserts it into the bibliography. If the data
in the field is incorrect it will appear to be wrong in the output format. For example, if you see a book
title in your bibliography that looks like: Economics of America [Monograph], you will find that the title
in your data includes the [Monograph] - it was not added by the output style. If you see something like
this for the volume number of a journal: Vol. 32 vol. It is because one Vol. was imported with the data.
The problem may be with the way the data is imported rather than with the output style. Always check
to be sure the data in the database is correct before formatting a bibliography.
Q. How do I select a specific citation style?
A. RefWorks has many output styles to choose from. To select your favourite style or styles in RefWorks
2.0, follow these steps:
Click on Bibliography > Output Style Manager
Select your output style in the “List of Output Styles”
OR search for a specific output style in the search box
Once you have selected your preferred output style, click the green arrow pointing right to add the
output style to your favourites
Likewise, you can delete output style from your favourites by selecting an output style and clicking
the green arrow pointing left.
Q. What is Write-N-Cite?
A. “Write-N-Cite is a utility that allows users to run an abbreviated version of RefWorks in their word
processor. It works with your word-processor to create citations while you are writing your paper. With
Write-N-Cite, you can cite references in a manuscript instantly.”– RefWorks
Q. How do I download Write-N-Cite?
A. Log in to your RefWorks account. Click the “Tools” tab and select Write-N-Cite. You can choose
either the PC or the Mac download, depending on the type of computer you have.
Q: How many references can my RefWorks account hold?
A: There is no limit to the amount of references in your RefWorks account. So, go have some fun,
slugger.
Q. Will I be able to access my RefWorks database after I graduate?
A: Yes! The UofC subscribes to a RefWorks for Alumni, so you now can have your RefWorks account
after you graduate from the UofC!
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5. Q: How do I get references into my account using online databases?
A: Each database has a slightly different way to export citations. I have detailed some instructions on my
Exporting Tab in my RefWorks Guide. More instructions can be found on the RefWorks Help file, Importing
from Online Data Vendors. If there are instructions you do not fully understand or if there is a database that
you are using which does not appear in either list, contact refworks@ucalgary.ca.
Q. How do I get book references from the library’s online catalogue into my RefWorks database?
A. Check out the “How to” section on the RefWorks guide, which includes a presentation on How to get
references into my account from the library's catalogue.
Q. How do I add page numbers to my in-text citations?
A: You can add page numbers by using Write-N-Cite.
Log in to Write-N-Cite
Insert citation
Go to Write-N-Cite and click “Edit Citation” on top right-hand corner
Add page-number under “Text After” or under “Specific Page”
o Note: “Specific Page” only works if you are using a citation style that requires page numbers;
otherwise, use “Text After”
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6. Q. How do I change my user name and password?
A. After you log in to RefWorks, go to Tools/Settings and select Update User Info. You can change your
login name, password, email address or establish a read-only password in this area.
Q: How do I export a bibliography from Microsoft Word into RefWorks.
A: If you really want to do it, check out the instructions here. If, after viewing the instructions, you
decide against importing from Word (you'll see why when you read the instructions), search in Google
Scholar and import them that way.
Q: How many references can my RefWorks account hold?
A: There is no limit to the amount of references in your RefWorks account. So, go have some fun,
slugger.
Q: I'm a Mac user but I also use PCs in the library. Can I use Write-N-Cite on both PCs and Macs on
my papers?
A: NOOOOOOO!!! Don't do it! Just, walk away from the PC, Mac users. Mac Write-N-Cite is version 2.5
whereas PCs have version 3. No big deal? You are so WRONG. If you have switched from using Mac
Write-N-Cite to using PC Write-N-Cite, a black hole opens up in the universe and dooms our planet to
extinction. That's how bad switching from a Mac to a PC is in regards to Write-N-Cite. Seriously, don't
do it. But I know you're tempted because you're thinking, "It can't be that big of a deal." Well, when you
and your term paper are sucked up into a black hole you'll just have yourself to blame. I can fix it but, ya
know, I won't be here forever if you keep opening up those black holes.
FOR MORE HELP VISIT THE REFWORKS HELP FILE:
http://refworks.scholarsportal.info/Refworks/help/Refworks.htm
Works Consulted:
RefWorks Ready Reference Guide FAQ.
http://www.refworks.com/userlog/support/Frequently%20Asked%20Questions.pdf
RefWorks. Troubleshooting your
Bibliography. http://www.refworks.com/refworks/help/Troubleshooting_Your_Bibliography.htm
RefWorks. Frequently Asked
Questions. http://www.refworks.com/Refworks/help/Frequently_Asked_Questions.htm#error_messag
es
University of Alberta Library. 2010. Troubleshooting RefWorks at the University
Library. http://www.library.ualberta.ca/uploads/HealthSciences/documents/TroubleshootingGuideMay
2010.pdf
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