Cannot open HTTPS hyperlinks to PDF documents from Word 2016

Question

Hi,

We are having a strange issue.

I've tried searching, and can see some similar issues, but no real resolutions.

I have narrowed the issue down to:

Windows 10 (Enterprise) 64-bit

MS Office 2016 32-bit (Part of Office 365 E3)

Create a Word document, and add a hyperlink to a PDF file hosted using HTTPS (e.g. https://domain.com/document.pdf)

If the link is http, it works.

If the link is to a normal website, it works.

Only when it is both PDF and HTTPS, it fails.

If I change the https in the hyperlink to http, then the document will open, though it gives this message first:

Any ideas/suggestions?

Thanks,

Anthony

Answer 1

Hi Anthony,

Please follow the steps below to set IE as default browser and check if the issue persists:

1. Open Internet Explorer, select the Toolsbutton , and then choose Internet options.
2. Select the Programstab, and then chooseMake default.
3. Select OK, and then close Internet Explorer.

If the issue persists, to help us clarify your scenario, please provide some more informafion:

1. What’s your Office version? Please check in Word > File > Account and show up a screenshot of this page.
2. Can you open the hyperlink via web browser?
3. Does the issue occur to all https links? Please try other https links and check the result.

Disclaimer: To protect your privacy, please mask your PII before you upload the picture.

Regards,

Joshua

Answer 2

Hi,

Sorry, I tried to cover all the information, but forgot some of it.

I have tried with Edge, IE11, Chrome, and Firefox as Default browsers. Same happens with all of them. 

Links all work if copy/pasted into a browser, just not when linked from within Word.

If I convert the Word document to a PDF, the links work within the PDF document. Just not Word.

I've saved with both docx and doc format. Same issue with both.

Links to normal websites (http and https) are fine, and work normally.

It is only when the link is both HTTPS and PDF

Version is:

Answer 3

Hi Anthony,

Since you are using an early version of Office, we suggest you first make sure your Office up-to-date.

Meanwhile, please try the following steps to add the path of the file server to the “Trusted Locations”

1. Go to File > Options > Trust Center
2. Click the “Trust Center Settings” button.

3. In the Trusted Locations tab, check whether the “Allow Trusted Locations on my network” box is ticked.

4. Then click “Add new location” and add the path of the file that the hyperlink points to.

If the issue persists, to help us clarify your scenario please test if issue occur to other Office apps like Excel and PowerPoint and share the result with us.

Regards,

Joshua

Answer 4

Hi Joshua,

Issue is the same in Excel and PowerPoint.

PowerPoint has a slightly different error:

Same problem though, as if I change the link to http instead of https then it works.

I have tried adding one location to the Trusted Locations, but it did not resolve the issue.

Although a useful test to narrow the issue, it would not be a viable solution, as we cannot add the entire internet to the Trusted Locations list. 

We are using SCCM to push out Office updates, so we should be as up to date as possible. I have forced the latest update, and now at this version:

The issue remains.

Kind Regards,

Anthony

Answer 5

Hi Anthony,

You can try adding the Internet Subkey to the Registry and Setting the Value Data.

1. Quit any programs that are running.
2. Click Start, and then click Run. Type regedit in the Openbox, and then click OK.
3. In Registry Editor, browse to one of the following subkey (create the keys when they do not exist):

For a 32-Bit version of Office on 64-bit version of Windows

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\16.0\Common\Internet\

For a 32-Bit version of Office on 32-bit version of Windows

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\16.0\Common\Internet

For a 64-Bit version of Office on 64-bit version of Windows

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\16.0\Common\Internet

4. Make sure the Internetsubkey is selected. On the Editmenu, point to New, and then click DWORDValue. Add the following registry value:

Value Name: ForceShellExecute

5. Double-click ForceShellExecute, and then set the Value data to 1. Click OK.
6. On the Registrymenu, click Exit.

Here is an article for your reference: Error message when clicking hyperlink in Office: "Cannot locate the Internet server or proxy server".

If the issue persists, could you please provide a screenshot of the error message in Word?

WARNING: Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Edit at your own risk.

Regards,

Joshua