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Unable to connect to office.com

Posted on 2013-10-31
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Last Modified: 2013-11-06
We have some users who are able to access office.com from within MS Office applications, while others are not. Those who cannot get this message:
Unable to connect to office.com
Details:
-A user opens Word, clicks on File > New, and wants to select a category under the Office.com Templates heading. When she clicks on the template group she wants, she gets the above message.
-Another user opens any Office app and presses F1 to get into office.com help, and gets the same message.
-We've investigated and have ruled out the firewall and the actual MS Office installation as causing the problem; nor does it appear to have any correlation with whether a user is a local admin on the machine, or a member of the domain administrators group -- we have tested with two domain admins: one has the problem, the other does not.

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Question by:sjcallen
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5 Comments
 
LVL 14

Expert Comment

by:comfortjeanius
ID: 39614961
Try opening internet options  ----> advanced tab ---> Click "Restore advanced settings" and ---> click "Reset" ----> Click ok and close and reopen.
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Author Comment

by:sjcallen
ID: 39615030
Points of clarification:

-- My users who are 'unable to connect to office.com' for templates from within MS Office are able to browse to office.com / office.microsoft.com on the web and download single templates.

-- My test user who is unable to connect to office.com as described above on her computer, was also unable to connect to office.com when I had her log into my computer -- while I myself have no trouble on my computer. So, on the same computer: one user can connect to office.com while another cannot.

When my test user is available, I can try restoring advanced settings and/or resetting IE to default settings as suggested by comfortjeanius, but -- does anyone know for sure whether resetting IE applies changes for all users of the computer, or only the user who is currently logged on?
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LVL 33

Expert Comment

by:Paul Sauvé
ID: 39617146
please ignore - it's my error
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Accepted Solution

by:
sjcallen earned 0 total points
ID: 39617778
After deeper investigation by our network admin, this did turn out to be a firewall issue. Resolved.
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Author Closing Comment

by:sjcallen
ID: 39626863
The one solution offered seemed unlikely to solve the problem. Our network admin was still looking into the issue, and finally found the firewall issue that was causing the problem.
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