Create new document in Sharepoint library using document content type Can't connect error

Question

In my tenant I have a document library that is populated with Word documents. The library has a document content type that is associated with an MS Word document as the template. This was working well until a requirement surfaced that required an update to the Word template. During my work I believe at one point I renamed the document content type. Now when I select "New" then select the content type, system opens Word but I get the error We can't connect to https://tenant name/sites/site name/document library name/Forms/Content type name/Word document template name or = "internal number for library I believe"&CT="internal number for CT".Please make sure your're using the correct web address"

Help?

Answer 1

Hi @Rodney Rollock ,

It seems that users have encountered this issue. but I have not received any updates on this issue. At the same time, the forum authority is limited. I suggest you report this issue in Microsoft 365 admin center:

Or contact Microsoft directly. The support team over there has the correct escalation channel, they can involve more resource and investigate the behavior from back end as fast as possible. They also can check the behavior on your end remotely. For reference: Get support - Microsoft 365 admin | Microsoft Docs. Thank you for your understanding.

Any progress is welcome to be updated here. We will also pay attention to this matter, and we will update the information about this matter here as soon as possible.

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Answer 2

Issue seems resolved since 5-2-2025 late in the evening CET.

Workaround was :

• go to Library settings
• Advance
• Set 'Open in Browser' instead of 'open in DeskTop App'
  then the created file opens in BRowser and after that Edit in Desktop app

Checked some libraries, no more issues for us.

Answer 3

Hi,

We have the same issue as of yesterday. If the setting (Advanced Settings) on a Document Library is set to "Open in the client application" the issue occur while a workaround is to set the setting to "Open on web browser" it's an issue for at least me. I have filed an MS ticket.

Answer 4

It works now in our tenant and in Health center I could see the issue ID SP1081222.

Answer 5

Hi @Rodney Rollock ,

Good days, thanks for querying in this forum. We’re happy to help you.

This problem almost always happens when the content type’s template URL isn’t pointing to the correct location. Renaming the content type can throw off the link that Office uses to locate the Word template. Here are some steps to troubleshoot and resolve the issue:

1. Verify the Template File Location  

• Go to the document library in your browser, click on Library Settings, and then click your Document Content Type under “Content Types.”  

• Click “Advanced settings” and check the “Document Template” URL. Make sure it’s pointing to the correct location within the library (typically something like …/Forms/yourTemplate.dotx or .docx).  

• If the URL is off (for example, if it includes the old content type name), update it to the correct path.

2. Confirm the File Still Exists and Is Accessible  

• Open your browser and try navigating directly to the URL of the template file.  

• Ensure that the template isn’t checked out or hidden and that all users have the appropriate permissions.

3. Update or Re-upload Your Template  

• If you updated the Word template, you could try re-uploading it to the expected location.  

• Once it’s uploaded, update the template URL in the content type settings as described in step 1.

4. Consider Recreating or Re-associating the Content Type  

• If you renamed the content type, the original internal links might still refer to the old name. In some cases, it may be easier to create a new content type (using the updated template) and add that to your document library.  

• Remove the problematic content type from the library and add the new one so that Word can connect using the correct URL parameters.

5. Clear Office Cache  

• Sometimes Office caches document information. It might help to clear the cache if changes don’t reflect immediately. Instructions for clearing the Office Document Cache are available online from Microsoft Support.

Once you’ve verified and updated the template URL and ensured the template file is accessible, test by clicking “New” and selecting the content type. Word should then be able to load the template without error.

Please do let us know if you have any further queries.

Kindly consider accepting the answer if the information provided is helpful. This can assist other community members in resolving similar issues.