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Word Online Pictures Blocked when coneccted to Pulse VPN

Neil Osmond 1 Reputation point
2020-07-20T09:00:03.327+00:00

I hope I am in the right place but the Microsoft Community suggested I post here as they could not find the answer. When just connected to the Internet I can use the Online Pictures in Word and I can see picture categories and search with no issue. As soon as I connect to the Corporate VPN using Pulse I get the response Internet not available, I can add picture if needed. We are using Word from Office 365 Pro Plus and we have a split tunnel configured on the Pulse client where by Office 365 and WebEx traffic will go out to the Internet via DIA and zScaler where all other traffic will continue to the Data Center and if Internet based go out through the Internet pipe in the Data Centre via FW and Sophos Proxy.

We are trying to find out what URL the Online Pictures would be using as it sounds like it is being blocked somewhere by a proxy, the community thought it might be:

hubblecontent.osi.office.net:443 but on the VPN I can get successfully to the web page and it displays and the Community have run out of ideas and suggest I post my question here .

So here is hoping somebody can help me

Windows 10 Network
Windows 10 Network
Windows 10: A Microsoft operating system that runs on personal computers and tablets.Network: A group of devices that communicate either wirelessly or via a physical connection.
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  1. Candy Luo 12,686 Reputation points Microsoft Vendor
    2020-07-21T02:59:45.713+00:00

    Hi ,

    Welcome to our new Microsoft Q&A Platform.

    Based on my understanding, your issue is that Office 365 product reported that they do not have an internet connection when using Pulse VPN. Is that right? Please feel free to let me know if my understanding is wrong.

    What's the OS version of your VPN client?

    Based on my research, office 365 under Windows 10 uses the Network Location Awareness (NLA) and the Network Connection Status Indicator (NCSI) to discern whether an active network connection is available. Both of these rely on there being a default gateway specified for the current active Internet connection for them to successfully report the connection is up.

    Third party VPN clients with no default gateway might prevent office from working properly. So please first check if you have a blank default gateway.

    Check if the following link is helpful:

    https://syapps.zendesk.com/hc/en-us/articles/360022506431-Office-365-No-Internet-Connection-NordVPN-and-OpenVPN

    Please Note: Since the web site is not hosted by Microsoft, the link may change without notice. Microsoft does not guarantee the accuracy of this information.

    Hope this can help you.

    Best Regards,

    Candy

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