Unable to connect to Microsoft Office Online
aurion
recently upgraded to Office 2007. Whenever I try to create a new document
(Word) or workbook (Excel) etc. I receive the message "Unable to connect to
Microsoft Office Online". Retrying doesn't work.
I can access the Microsoft Office Online website through the internet and
that's fine. Does anyone have a clue what might be going on? The system is
running the Symantec Antivirus solution - I don't know if there are settings
that may be causing the error. Googling this problem has been less than
helpful.
Thanks for your help in advance.
Gordon
news:6AF84142-8288-47F2...@microsoft.com...
>I am using Vista Version 6.
It would be difficult to have ny other version of Vista!
Try disabling Symantec and see if that cures the problem...
aurion
Thanks for the pointer. Unfortunately that didn't have any affect. I tried
turning off all my firewalls, virus checkers etc and still couldn't get any
further.
Cheers
Bob Buckland ?:-) At Beautiful Downtown
In Word 2007 if you click on the blue help question mark and look at the bottom right hand corner of help does it say 'Offline'? If
so, click the 'Offline' choice and select 'Show content from Office Online' to see if that helps.
The setting is also changeable from Word (or other ribboned app) Trust Center Options (Alt T, O,)
Office Button=>Word Options=>Trust Center=>Trust Center Settings=>Privacy Options.
=============
>>"aurion" <aur...@discussions.microsoft.com> wrote in message news:B5AAAC52-21BC-48F4...@microsoft.com...
Hi Gordon,
Thanks for the pointer. Unfortunately that didn't have any affect. I tried
turning off all my firewalls, virus checkers etc and still couldn't get any
further.
Cheers <<
--
Bob Buckland ?:-)
MS Office System Products MVP
*Courtesy is not expensive and can pay big dividends*
aurion
Thanks for your suggestion.
I checked the Blue Question mark and it shows "Connected to Office Online".
I clicked on this and it shows a check-mark against the words "Show Content
From Office Online". So I think that the system SHOULD be able to access the
Templates etc, because it certainly brings up all of the Help options.
I also had a look at the Trust settings and all of the options were checked
as being on.
So sadly, I'm no further forward.
Best regards...
Dan
and never got a single reply. Just in case you didn't see my posting, here
is what I posted...
Whenever I'm in any Microsoft Office 2003 Pro application and try to perform
a search, the Search Results has "Unable to connect to Microsoft Office
Online" listed on top of the Task Pane. My anti-virus is Norton Internet
Security 2007. I checked the settings and all of the Office apps are set to
the Allow setting. I tried turning off the firewall and auto protect and
still unable to connect. I've worked with Microsoft some time ago on this
and gave up after spending way too much time on it. I've searched the
internet and haven't had any luck either. If I remember right, this all
started after I installed the Office 2007 trial version and then uninstalled
it. At that time I started having problems with Office 2003, so I had to
uninstall and reinstall it. I have both programs (Office 2003 and Norton N/S
2007) on my laptop and the online search works fine. Any input would be
greatly appreciated. Like I said, way too much time spent on this problem.
aurion
I agree that it seems unbelievable that this doesn't seem to work. The other
thing that went wrong at around the same time I did the upgrade to 2007 was
that the Indexing stopped working. So now I cannot do a search in Outlook.
Maybe not connected but yet another really frustrating thing which I haven't
found an answer for in an forum.
Cheers...
JohnbesMi...@discussions.microsoft.com
Worldwide Services team. I’m very sorry you are all having problems using
our online services from the Office client. From this and other threads I’ve
read, I wanted to first confirm some background information for further
investigation. Please let me know if any of the following assumptions are
incorrect…
1. It generally happens after upgrading from Office 2003 to Office 2007.
2. The symptoms are all connectivity related and occur in both Office 2003
and Office 2007.
a. Connection problems occur primarily when using Search in 2003 and
Help or File New in 2007.
3. Everyone has checked their trust center settings and they all are set to
online.
a. To check in 2007 ( From Bob Buckland’s reply check the settings at
Office Button=> App Name Options=>Trust Center=>Trust Center
Settings=>Privacy Options => Check “Search Office Online for Help when
connected to the internet”)
b. To check in 2003, Tools-Options-General Tab-Service Options-Online
Content- Check “Search online content when connected”
c. Also, please respond if any admin policies have been changed or
applied to their systems recently regarding online connectivity.
There have been reports on both Vista and Windows XP, so at this point
appears the issues is not specific to any operating system. There are two
other services I’d like you to check form the Office Client…
Try to insert some online clipart.
1. On 2007 ribbon apps like Word, XL,PPT click on the Insert menu => choose
Clip Art
a. On 2003 and non-ribbon apps, Insert = > Picture => Clipart…
2. Click on the “Search In” drop down of the Clipart Task Pane and make sure
“Web Collections” is checked.
3. Search for any common term like cat or bridge.
4. If an alert appears asking if you want to search for clips online, choose
Yes.
5. Online clipart should appear in your clipart taskpane. You’ll know its
online as they will have a tiny globe icon at the bottom left of the clipart
thumbnail.
6. Click on any online clip to insert into yoru document.
Also, make sure you can connect to Research sites from Word.
1. In Word 2007 choose the Review menu from the Ribbon and select Research
from the Proofing toolbar.
a. In Word 2003 select Tools => Research…
2. In the Reference dropdown at the top of the Research pane, select any
online listing in the “All Research Sites” category.
3. Search for any common term and make sure online results appear in the
results list.
Finally, if you haven’t recently, please delete your cookies, then restart
your system and check for connectivity.
I’ll be your main contact for tracking this issue through to completion.
Feel free to E-mail me at Joh...@Microsoft.com anytime. If we can’t readily
figure out this problem with standard trouble shooting steps, I may ask a few
of you to download a shareware tool to detect client/server connectivity
traffic to help debug the issue.
Thanks,
John
Unknown
sign-out if you are currently signed in with your passport account. After
signing out, delete your cookies, restart your Office apps and try to connect
to online properties from the Office apps.
Note: You can tell if you are signed in or not by looking at the top right
of the Office.Microsoft.com home page. A status indicator will say either
"Sign In" (meaning your are NOT signed in) or "Sign Out" (meaning you are
signed in.)
Thanks,
John
Joh...@Microsoft.com
aurion
Thanks very much for picking up on this concern. I'll embed my answers into
your questions, ok?
> 1. It generally happens after upgrading from Office 2003 to Office 2007. CORRECT. BUT PLEASE NOTE, I'VE JUST CHECKED THE SEARCH IN OFFICE AND IT IS NOW WORKING. I GUESS THE LAST TIME I CHECKED IT WAS ABOUT 3 WEEKS AGO AND IT DIDN'T WORK THEN. BUT NOW IT IS. I HAVE LOADED THE MOST RECENT FIXES FOR EVERYTHING FROM WINDOWS UPDATE, NOT SURE IF THIS IS CONNECTED!
> 2. The symptoms are all connectivity related and occur in both Office 2003
> and Office 2007. I CAN'T RECALL IF I HAD PROBLEMS WHILE USING 2003, JUST ONCE I'D MOVED UP TO 2007.
> a. Connection problems occur primarily when using Search in 2003 and
> Help or File New in 2007.
CURRENTLY, IN WORD, I CANNOT CONNECT TO MICROSOFT ONLINE WHEN USING FILE
NEW. BUT IF I CLICK ON THE ?HELP ICON THERE IS NO PROBLEM CONNECTING TO THE
HELP INFORMATION.
> 3. Everyone has checked their trust center settings and they all are set to
> online.
> a. To check in 2007 ( From Bob Buckland’s reply check the settings at
> Office Button=> App Name Options=>Trust Center=>Trust Center
> Settings=>Privacy Options => Check “Search Office Online for Help when
> connected to the internet”). ABSOLUTELY, ALL PRIVACY OPTIONS ARE CHECKED.
> b. To check in 2003, Tools-Options-General Tab-Service Options-Online
> Content- Check “Search online content when connected”
> c. Also, please respond if any admin policies have been changed or
> applied to their systems recently regarding online connectivity.
> NO ADMIN POLICIES HAVE BEEN CHANGED OR APPLIED.
> There have been reports on both Vista and Windows XP, so at this point
> appears the issues is not specific to any operating system. There are two
> other services I’d like you to check form the Office Client…
>
> Try to insert some online clipart.
> 1. On 2007 ribbon apps like Word, XL,PPT click on the Insert menu => choose
> Clip Art
> a. On 2003 and non-ribbon apps, Insert = > Picture => Clipart…
> 2. Click on the “Search In” drop down of the Clipart Task Pane and make sure
> “Web Collections” is checked.
> 3. Search for any common term like cat or bridge.
> 4. If an alert appears asking if you want to search for clips online, choose
> Yes.
> 5. Online clipart should appear in your clipart taskpane. You’ll know its
> online as they will have a tiny globe icon at the bottom left of the clipart
> thumbnail.
> 6. Click on any online clip to insert into yoru document.
I CAN ACCESS THE ONLINE CLIP ART WITHOUT PROBLEM.
>
> Also, make sure you can connect to Research sites from Word.
> 1. In Word 2007 choose the Review menu from the Ribbon and select Research
> from the Proofing toolbar.
> a. In Word 2003 select Tools => Research…
> 2. In the Reference dropdown at the top of the Research pane, select any
> online listing in the “All Research Sites” category.
> 3. Search for any common term and make sure online results appear in the
> results list.
I CAN ACCESS THE ONLINE RESEARCH SITES WITHOUT PROBLEM.
>
> Finally, if you haven’t recently, please delete your cookies, then restart
> your system and check for connectivity.
I REGULARLY CLEAR OUT MY COOKIES. MY SYSTEM WAS RESTARTED VERY RECENTLY. I
CAN ACCESS ALL THE ABOVE SITES BUT STILL NOT ACCESS THE FILE NEW SITE.
> I’ll be your main contact for tracking this issue through to completion.
> Feel free to E-mail me at Joh...@Microsoft.com anytime. If we can’t readily
> figure out this problem with standard trouble shooting steps, I may ask a few
> of you to download a shareware tool to detect client/server connectivity
> traffic to help debug the issue.
>
> Thanks,
> John
>
THANKS VERY MUCH FOR YOUR HELP JOHN.
aurion
I tried what you suggested below, and unfortunately this didn't help.
Let me know what I can do to help you pin this down.
All the best... Shaun
JohnbesMi...@discussions.microsoft.com
point you can connect to Office.Microsoft.com through client search and
client help on both Office 2003 and 2007. But currently can't connect to
Office Online through the Office 2007 File New dialog, correct?
Also, did you notice if you were logged in when you browsed to
Office.Microsoft.com? Can you download templates from Office.Microsoft.com
into the client? For instance, tell me what happens when you go to
http://office.microsoft.com/en-us/templates/TC101945201033.aspx?pid=CT101425391033 and attempt to download the 2008 calendar into Word.
Thanks for all your help!
John
Joh...@Microsoft.com
aurion
Would be nice to think we're making some progress!
I apologise if I'm a little unclear. I can definitely use the Client Help to
access Office.Microsoft.com. Not had problems with this. The search I was
referring to was the Search feature in Outlook. Before it always said that it
was still indexing and I couldn't do a search - for 4 months. But now it's
working.
I was able to browse to Office.Microsoft.com when logged in AND not logged
in. I just downloaded the 2008 calendar without problem by following the
link. But I still can't do this by going to the NEW function.
Hope I answered your question.
Cheers... Shaun
JohnbesMi...@discussions.microsoft.com
There’s a tool called Fiddler I’d like you to run on your system, it can log
all your client server connectivity in a specified period of time. It
needs the .net framework to run, so you’ll be prompted to install it too. If
you don’t mind installing Fiddler and sending me the .saz output file to
Joh...@Microsoft.com, I should be able to tell what’s going on with your
Office 2007 install.
Dan is also working in parallel with Fiddler and sending me his Office 2003
Client Server traffic. Between the three of us we can hopefully figure out
the issue(s) preventing online connection. We'll report back to this thread
after debugging the output.
Here's the steps to install and run Fiddler...
1. Exit from your Office 2007 applications.
2. Browse to http://www.fiddler2.com/Fiddler2/version.asp and click on the
link “Install Fiddler 2”.
3. If you are prompted to install the .net framework please do so. You may
have to retrigger the Fiddler 2 install after installing the .net framework.
4. Once Fiddler is installed, run it from the Start – All Programs –
Fiddler 2
5. Click on the File menu and make sure “Capture Traffic” is checked. You
are now ready to capture your client/server traffic.
6a. Launch Word 2007 and bring up the File New dialog. Click on a few
categories.
6b. Exit from File New and download some online clipart.
6c. Press F1 and browse online help from the Client Help Viewer.
7. Back in Fiddler make sure new session data has appeared in your Fiddler
Session window.
8. Go to the Fiddler Edit menu – Select All.
9. Fot to the Fiddler File menu – Save – Session(s) – in ArchiveZip…
10. Give it any name and send the .saz file to Joh...@Microsoft.com.
aurion
Did you manage to receive the email I sent you with the attachment?
I've not heard from you recently so would appreciate an update.
JohnbesMi...@discussions.microsoft.com
finished investigating your fiddler data and believe I understand what is
occurring in your client.
The issue is specific to Office Online/ Office 2007 integration and a fix is
currently being escalated . I hope to have a fix propped on the web with the
next service release. Its specific to clients running with worldwide
language combinations that are currently not supported by Office Online.
Shaun in looking at your Fiddler logs it appears you are running English
Office with a Singapore location. While it’s a totally valid international
setting, our File New service doesn’t currently support this combination.
As a temporary workaround please try setting your location as follows
1. Bring up the Control Panel and open the “Regional and Language Options”
dialog.
2. Click on the “Current Format” dropdown and select the English(United
States) language format.
I’ve uncovered a few other language combinations that are currently not
compatible with File New, all of these will be addressed in the fix to Office
Online.
English (Malaysia)
English (Singapore)
English (Indonesia)
Spanish (Traditioanl Sort)
Spanish (Latam)
Romanian (Modava)
I’ll reply to the thread when I know the target date for propagating the fix
to Office Online. NO download will be required, this is an online only issue
that updates the http://office.microsoft.com site.
I’ve also been investigating Dan’s issue with the Fiddler info he provided
over the past week. Dan I've confirmed that your issue is NOT related to the
mixed language scenario. I’ve tried numerous combinations of installs and
have het to find a repro case. I do believe it is related to the 2007 trial
version being uninstalled. If anyone else has a similar issue with Office
2003 client search not able to connect with Office Online, please send a
reply to the thread, as the more customer data the better in debugging this
problem.
A special thanks to Shaun and Dan who have really made the difference in
investigating these issues!
All the best,
aurion
Changing the regional settings to US has resolved the problem!
My computer was bought in Singapore, hence the English (Singapore) setting.
But I'm using the computer in the Philippines. I just never changed the
setting.
Thanks very much for your help John. Really great!
Cheers... Shaun
michel
I found this conversation while I was posting a problem similar to the one
you resolved.
When opening help (F1) in office 2007, I get only the table of content .
The main page is blank. If I click on a topic (even offline) nothing
happens.
I cannot get templates, neither insert clipart.
This is the same with firewall desactivated.
Note that the page used to say: "This page is not available". After I
installed SP1 today, the page is now blank.
Could you please help?
Michel
Jason Murray
through Office 2007. We can browse the website, download the calendar, but
we cannot get new templates online. I have just installed Office 2007 SP1
and it did not help.
Mary Sauer
Options, delete files.
Can you accept the ActiveX control? Is it enabled?
http://office.microsoft.com/templates/axinstall.aspx?
Look at the Add-ons to be sure. In Internet Explorer, tools, manage add-ons.
Put Microsoft Office in your trusted sites. In Internet Explorer, tools,
security tab, high-light Trusted sites, click sites, uncheck "Require server
verification (https:) for all sites in this zone."
Type:
http://office.microsoft.com in the address bar, click add.
--
Mary Sauer MSFT MVP
http://office.microsoft.com/
http://msauer.mvps.org/
news://msnews.microsoft.com
"Jason Murray" <Jason...@discussions.microsoft.com> wrote in message
news:1263023E-7DC2-44A0...@microsoft.com...
>> > > > 4. Once Fiddler is installed, run it from the Start - All Programs -
>> > > > Fiddler 2
>> > > > 5. Click on the File menu and make sure "Capture Traffic" is checked.
>> > > > You
>> > > > are now ready to capture your client/server traffic.
>> > > > 6a. Launch Word 2007 and bring up the File New dialog. Click on a few
>> > > > categories.
>> > > > 6b. Exit from File New and download some online clipart.
>> > > > 6c. Press F1 and browse online help from the Client Help Viewer.
>> > > > 7. Back in Fiddler make sure new session data has appeared in your
>> > > > Fiddler
>> > > > Session window.
>> > > > 8. Go to the Fiddler Edit menu - Select All.
>> > > > 9. Fot to the Fiddler File menu - Save - Session(s) - in ArchiveZip.
>> > > > > > > > other services I'd like you to check form the Office Client.
>> > > > > > > >
>> > > > > > > > Try to insert some online clipart.
>> > > > > > > > 1. On 2007 ribbon apps like Word, XL,PPT click on the Insert
>> > > > > > > > menu => choose
>> > > > > > > > Clip Art
>> > > > > > > > a. On 2003 and non-ribbon apps, Insert = > Picture =>
>> > > > > > > > Clipart.
>> > > > > > > > 2. Click on the "Search In" drop down of the Clipart Task Pane
>> > > > > > > > and make sure
>> > > > > > > > "Web Collections" is checked.
>> > > > > > > > 3. Search for any common term like cat or bridge.
>> > > > > > > > 4. If an alert appears asking if you want to search for clips
>> > > > > > > > online, choose
>> > > > > > > > Yes.
>> > > > > > > > 5. Online clipart should appear in your clipart taskpane. You'll
>> > > > > > > > know its
>> > > > > > > > online as they will have a tiny globe icon at the bottom left
>> > > > > > > > of the clipart
>> > > > > > > > thumbnail.
>> > > > > > > > 6. Click on any online clip to insert into yoru document.
>> > > > > > > I CAN ACCESS THE ONLINE CLIP ART WITHOUT PROBLEM.
>> > > > > > >
>> > > > > > > >
>> > > > > > > > Also, make sure you can connect to Research sites from Word.
>> > > > > > > > 1. In Word 2007 choose the Review menu from the Ribbon and
>> > > > > > > > select Research
>> > > > > > > > from the Proofing toolbar.
>> > > > > > > > a. In Word 2003 select Tools => Research.
Jason Murray
I am running Vista Business x64 with Office 2007 Enterprise SP1. I cannot
get new templates to open from inside Office, nor can I get the online help.
I have checked our firewall to make sure nothing there is getting blocked. I
can brows the MS Office website fine, and download the calendar template as
mentioned earlier in the thread with no problems.
Mary Sauer
Help content does not appear when you click "Help" during the setup of a 2007
Office program on a computer that is running a 64-bit version of Windows XP or
of Windows Vista
http://support.microsoft.com/kb/926707/en-us
--
Mary Sauer MSFT MVP
http://office.microsoft.com/
http://msauer.mvps.org/
news://msnews.microsoft.com
"Jason Murray" <Jason...@discussions.microsoft.com> wrote in message
news:8112D118-22EB-4F47...@microsoft.com...
Jason Murray
In word I can get the online templates, but not in excel....
michel
microsoft.com. Since I updated to Office SP1, not even offline help is
showing up - I get nothing else than the Table of Content when pressing Help.
The proble is the same in all Office programs: excel,word, ppt, outlook,...
It must be somethin wrong with office because the help behaved differently
before SP1 update: help was showing up but very erratically.
Lot of people have the same problem, this seem a real microsoft bug.
Michel
jrhurley
Hi Guys
More info to think about.
I am running XP Pro SP3 with Office 2007 SP1
Was having hte same issue on many PC in my production environment and
the only success I have had is described below
I have been able to get 2007 word, and excel to connect to MS Office
Online via the new document creation process.
I first made sure that our firewall was allowing all microsoft web
sites into the environment (Allow *.microsoft.com/* in a firewall
policy).
I then tried word and it did not work. so I though that maybe it was
using some port that was not obvious so I pulled myself off the
internal network and connected to our wireless guest network and tried
it again.
It worked so I was sure that something on the firewall was causing
this. I reconnected back to the production network and tested it again
to confirm that it would fail.
To my surprise it did not fail and all the while I was running fiddler
so I am attaching the results of these sessions.
Right now I still have clients that can't get to MS Office Online but I
will be trying to see the following on my test PC:
1. will the problem return after a reboot?
2. if the problem does not return after a reboot will the same steps
that I took to fix the issue work on another PC/Laptop?
2a if the problem returns what office/windows config setting are
getting wiped out during the reboot and how can we stop that.
3. if the resolution works consistantly try to understand why this
happened and perform the steps on other PCs to see if it resolves the
issue.
to recap the steps were
1. Make sure network has access to MS Office Online
2. have PCs try to access the MSOO site from an unrestricted network
and try to get to MSOO from all Office applications.
3. If successful then connect to secured network and see if it works if
so
great if not it is back to square 1.
When I get the results I will post them
John
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Tom
A test workstation is not able to connect to Microsoft Office Online while
behind the Firewall.
When test workstation is moved to the DMZ, I am able to connect to Microsoft
Office Online.
After moving the test workstation back behind the Firewall I am STILL able
to connect to Microsoft Office Online.
After much troubleshooting with Microsoft the solution was:
Went into the WatchGuard firewall management utility and modified the HTTP
Proxy rule to allow access to *.microsoft.com.
Edit HTTP-Proxy policy
Edit Proxy Action
HTTP Proxy Exceptions
Add *.microsoft.com
Repeated the test on another Test workstation that has never been in the DMZ.
Everything worked as it should.
Hope this helps someone else so that they don't have to reinvent the wheel.
JohnbesMi...@discussions.microsoft.com
Thanks again,
John
Joh...@Microsoft.com
jefferyjb
months and this solved the problem. Thanks.
Matthew
Hello,
I am having trouble with my office software connecting with office
online. I have been searching the web for answers and I came across this
site. I spent the last hour reading this forum and I am still confused.
I've tried all of the "fix's" that were offered until they got to
complicated for me to understand.
Is there any way that you can help someone fix this who has an above
basic understanding of how all this works. I really need this program to
run so I can finish my online course for Excel. Thank you for your
time.
Matthew
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