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Unable to Insert a Hyperlink into Word O365 online

Anonymous
2020-10-29T13:39:08+00:00

One of my clients is having problems with several users when trying to insert a hyperlink in a Word o365 document while working online.

Some of the things I've noted:

  1. it is the only in the online Word that this problem happens in
  2. both are using Chrome (though they are updated and cache cleared)
  3. it seems to happen more often, though not exclusively when they are working together (collaborating) on a document

The users will click on insert - link - type the url in the box - ok and nothing will happen.  The original text will not have an underline, you can't 'remove hyperlink', and you can't click on it...nothing has changed in the document.  

These are all windows 10 machines.  The only work around we've found is to edit in the application, put in the hyperlink and then go back to editing online, and as you can imagine that's not a great workaround.

Microsoft 365 and Office | Word | For home | Windows

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  1. Anonymous
    2020-10-29T21:19:39+00:00

    Hi Dennis,

    Thank you for posting your question in this community. From your description, one of your clients found that several users in the organization cannot insert hyperlink correctly to a document with Insert link feature in Word for the web application. I can fully understand that it won’t be a good workaround with Word desktop application since some users may prefer to work with web application.

    However. I also several tests with different Microsoft 365 tenants, but I couldn’t reproduce this scenario from my side, which the link can be inserted and displayed correctly in Word for the web.

     

    To further narrow down this issue, may I know the following information at your convenience?

    1: Does this issue occur with all Word documents in Word for the web or the particular document?

    2: You can let the users who were affected by this issue to create a new document in Word for the web and see whether they can insert link correctly. This can isolate whether the issue is related to the account level.

    3: When did this issue occur? Did they make any change before it happened?

    At meantime, I noticed that you mentioned these users are using Chrome browser, try to switch to a different Web browser, such as new Microsoft Edge and see whether the same scenario happened.

    Best regards,

    Dihao

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  2. Anonymous
    2020-11-13T07:17:29+00:00

    Hi Dennis,

    Thank you for your reply and sharing the information with us. Based on the information above, the problem most likely is caused at the tenant level in your organization since this unexpected behavior occurred across multiple users and different documents in your organization.

    I also check whether there are any related Service Incidents with our internal resources, but it seems not at this moment.

    In this scenario, I suggest you can let the tenant admin to raise a service request in Microsoft admin center. The support there can further check this issue from the backend and investigate into it.

    At meantime, I also wrote a summary based on the current information and sent you via the private message. You can attach the summary while you raise the service request in admin center. Sorry for the inconvenience caused.

    Best regards,

    Dihao

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  3. Anonymous
    2020-11-11T18:31:57+00:00

    1: Does this issue occur with all Word documents in Word for the web or the particular document?

    It has happened multiple times on separate Word docs.

    2: You can let the users who were affected by this issue to create a new document in Word for the web and see whether they can insert link correctly. This can isolate whether the issue is related to the account level.

    It definitely doesn’t happen on each doc I use, nor does it happen all on one day (with all the docs I use that day). The docs with these problems originate by me, but other users have run into this problem, not just me.  (Will add she mentioned to me one time it seemed to happen when documents had been edited in both desktop apps and online apps)

    3: When did this issue occur?  This has been going on since we moved from googledocs to O365. 

    1. Did they make any change before it happened?  I will pay attention to what changes I make, the next time I run into it.
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  4. Anonymous
    2020-10-30T20:08:49+00:00

    Hi Dennis, 

    Thank you for your reply. Sure, if there are any updates from clients, feel free to let us know below with the above information.

    Best regards,

    Dihao

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  5. Anonymous
    2020-10-30T12:28:05+00:00

    I will ask them to let me know next time this happens to try these things, I know they are off today so it will be next week before I can respond. -Dennis

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