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Problem Opening Word Files over SSTP VPN via File menu in Word

Posted on 2014-02-17
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Last Modified: 2014-02-26
I was just assisting a user connecting to our company's Server 2012 Essentials Server over SSTP VPN.

The user has Windows 7, and Office 2010.

The SSTP VPN connection seems to work fine... we get to shares from the remote PC back to the server and can open files just dandy over VPN using Windows Explorer, and even mapped a drive to the share she uses most.

Oddly, when we try and open a Word doc via Word's file menu (File - Open) and browse to the share and the .docx file we want to open, nothing happens. It just sits there and the file never opens. We see the files (browses the directory just fine). When we click "open" or double click the file... it never opens.

We tried the same thing, this time not using the mapping ...used the UNC path instead... and same thing. The file open menu sits there and never opens the file.

This only happens when we try it from Word. When we try and open a PDF the same way through Adobe, it opens fine.

When we try and open Word docs directly from the share (via Explorer), they open fine. It's only when we try via File - Open in Word itself that it fails. Seems like a Word setting, but heck if I can find it.

 I'm stumped. Anyone have a clue?

By the way, we could not replicate this on other remote PCs connecting over VPN. They open files through Word, just fine... so, this is specific to this one particular user. I have a hard time believing it's specific to her connection or router since it works fine via Adobe and Explorer. Once she's in the doc she can edit and save normally back to the server. It's just opening files through Word's directory browser that it fails at.  

The user has no software firewall (other than Windows built-in) or anything that we could find that would be blocking Word's open feature.
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Question by:philodendrin
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Expert Comment

by:regmigrant
ID: 39865790
try options,  trust settings, file block settings. Its a total guess; that is weird behaviour
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LVL 74

Expert Comment

by:Jeffrey Kane - TechSoEasy
ID: 39866292
Are offline files enabled on the laptop?
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Accepted Solution

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philodendrin earned 0 total points
ID: 39877561
The user reports that she did some Windows updates and the problem went away. Unfortunately, she didn't know what updates she did and didn't care to share the list of updates she got... so, I don't know what finally resolved this. But, it's resolved. My guess is that it was an Office or Word update. I had confirmed while the issue was happening that she already had SP2 for Office 2010.... so, it wasn't SP2.  

Thanks to all for helping me think through what this could have been.
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Author Closing Comment

by:philodendrin
ID: 39888282
Reason for acceptance of my own solution is already in the comment itself.
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LVL 74

Expert Comment

by:Jeffrey Kane - TechSoEasy
ID: 39889735
Glad you got it fixed... as usual... first course of action is to ensure all updates and patches are applied.  :-)
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Author Comment

by:philodendrin
ID: 39890225
Yeah... rub it in. The one thing I didn't bother checking.
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