Share via

Cannot open any M365 documents - Error message 'might be having issues or it may have moved permanently to a new web address'

Anonymous
2023-08-12T10:27:35+00:00

I havent been able to open any files in my 365 (cloud apps only not local) for about 3 days now. I get an error such as:

Hmmm… can't reach this page

might be having issues or it may have moved permanently to a new web address.

I've cleared by cache

Signed out and back in

Tried it on another browser (chrome)

Tried to access via my phone (it just hangs?

These are regular office files (word and Excel stuff)

Microsoft 365 and Office | Install, redeem, activate | For home | Other

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2023-08-16T15:11:18+00:00

    Good day!

    We haven't heard from you in 72 hours, so we will consider your issue resolved. If you do need further help, please create a new thread to discuss your concerns through this link: Create a new question or start a discussion (microsoft.com), as we will not be monitoring this thread going forward.

    Thank you for your understanding.

    Respectfully,

    Kathy A.

    Microsoft Community Moderator

    Was this answer helpful?

    0 comments
  2. Anonymous
    2023-08-12T19:20:03+00:00

    Hello L Bailey2,

    Thank you for posting in Microsoft Community.

    We understand that you would like to open your documents however you were getting this error message: Hmmm… can't reach this page might be having issues or it may have moved permanently to a new web address. Let’s us check on this together and sort this out. Rest assured; we will do anything in our capability to assist you with your concern.

    Based on your description, you are having issues with opening your files in both online and locally saved versions. This error message could mean that your file is corrupted or was not saved at all. There is a possibility that we can restore the latest update however, it will depend on how the error message is displayed. Also, there is a possibility that this is a temporary issue and your IT admin can fix this. We would like to set your expectation that Microsoft does not have any file recovery tool however, we would like to assist you with the steps on how to recover the file. In any case recovery will not be possible you will have to recreate the file.

    We appreciate you have For us to have a clear picture of the issue, please provide us details about these questions:

    1. May we know what is the Office license installed in your PC? Sample of Office license is Microsoft 365 Business/Family/Personal. For guide on how to check, please review this page: About Office: What version of Office am I using? - Microsoft Support.
    2. Where is this file originally created?
    3. May we ask if you can provide us a screenshot of the error message you get from the browser and the locally saved files.

    We have support articles that discusses about the recovering earlier version of the document/restore a previous version/recover your Office files by checking if the file is in autosave state. Please check if any of this will help:

    We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

    Sincerely,

    Kathy A.

    Microsoft Community Moderator

    Was this answer helpful?

    0 comments