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Old 02-03-2015, 02:57 PM
jdy7777 jdy7777 is offline Word templates online- Your Internet request timed out Windows 7 64bit Word templates online- Your Internet request timed out Office 2013
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Default Word templates online- Your Internet request timed out


Here at our College we have many Win 7 64 bit computers with Office Pro Plus 2013. Some will access online templates but many of them return the message "Your Internet request timed out. The service might be temporarily busy." At this moment I am in a computer lab with 18 machines. Six of them will connect to the online templates every time I try, the other 12 will not no matter what I try. These computers are clones from a master image so they have the same settings, browsers, antivirus, etc. We have other labs (totaling 400+ computers) that also return the same error.
At the same time we have hundreds of computers that are not in labs but can access the Templates with no issue. I am not finding any really useful info online about the problem. Some suggestions yes but none work.

Has anyone found a solution to this? I did learn that the problems is wide spread and affects many aspects of Office. I suspect it may be related.

Win 7 firewall is OFF, uninstalling antivirus does not help. Repair and reinstall of Office Pro Plus 2013 have not helped.
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Old 02-04-2015, 05:56 PM
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Your description suggests the fault is somewhere in your network and/or the cloned PCs. Since the PCs are all using a cloned setup, the issue may be BIOS-related and/or hardware-configuration-related. As I'm sure you're aware, even minor version # differences in the hardware components could also mean the cloned setup won't work properly on the PCs concerned. There is nothing about your description that suggests the issue is with Office, per se.
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Old 02-05-2015, 07:19 AM
jdy7777 jdy7777 is offline Word templates online- Your Internet request timed out Windows 7 64bit Word templates online- Your Internet request timed out Office 2013
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It seems I/we have solved the problem. It was the anti-virus blocking Office but not in an anticipated way.
After installing Office 2013 and activating the license it can be assumed that it is complete and ready to use. IT IS NOT. The first time Office goes online to find Templates or whatever it downloads at least 4 folders to the user's AppData folder. It was the download of those folders to the file system that was being blocked. Once the folders have been downloaded and installed the anti-virus can be re-installed/activated and there will be no further issue.

The folders install in the (profile)AppData/Local/Microsoft/Office/15/WebServiceCache/AllUsers folder. Elsewhere on the Internet at least one person suggested deleting the WebServiceCache folder and matching Registry key would solve the problem. Not in my experience. Office does recreate the cache on first use but still cannot download the additional folders. If you look in your own file system you will see the folders (assuming yours works). If Office fails to download the folder it creates one just for the failure (its name suggests timed out). Look at a machine that has failed and you will see only one folder. It appears only if failure occurs.

If you can disable or uninstall you anti-virus and allow Office to complete the download evidence at this point suggests there will be no further problem. We will see about that. Can you simply copy those folders to another computer? NO, it appears there is more to it than that. Office must also be mapping code to those folders while it installs them for access to them later.

In various tests, just letting Word access Templates online was sufficient for all other suites to access their appropriate templates without a problem. PowerPoint and Excel were able to access online templates even after the anti virus had been reinstalled but before I had tried to access them. That is why I say it is a one time download.

We use Kaspersky AV. At one point we used ESET and I do not recall having this issue with ESET. Kaspersky is an aggressive AV and frankly is our first thought (blame) when anything fails.

It might be good if someone would post this on the open Net for others to see. I won't be. Many normal users are looking for the solution and not really getting helped. Who knew Office needed to download additional folders to work properly?
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Old 02-05-2015, 02:09 PM
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Quote:
Originally Posted by jdy7777 View Post
It seems I/we have solved the problem. It was the anti-virus blocking Office but not in an anticipated way... The first time Office goes online to find Templates or whatever it downloads at least 4 folders to the user's AppData folder. It was the download of those folders to the file system that was being blocked.
...
We use Kaspersky AV.

It might be good if someone would post this on the open Net for others to see. I won't be. Many normal users are looking for the solution and not really getting helped.
Interesting. I find it curious, though, that this only affects only some of your cloned PCs.

As for posting on the net, do note that this site has no affiliation with Microsoft.
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Old 05-05-2015, 12:27 PM
jdy7777 jdy7777 is offline Word templates online- Your Internet request timed out Windows 7 64bit Word templates online- Your Internet request timed out Office 2013
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We've tested it now hundreds of times. The anti-virus can be disabled and Office taken to online templates. Once it is done (and typically we open word, excel and ppt just to be sure we have all of the files) the AV can be enabled again with no further problems.
I understand now that on first use Office online templates downloads a series of folders and files to Office 15. It also makes changes to the registry- it is these actions that our AV blocked.
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