Unable to open word document webpage version

Question

I am unable to open my microsoft word document on the webpage version. The error states "might be temporarily down or it may have moved permanently to a new web address." However, I am able to open the document on my phone microsoft word app instead. I have tried clearing cache and cookies already but I am still unable to open it. Any help?

Answer 1

Hi clara_145

Welcome to Microsoft Community. Thank you for reaching out.

To better assistance, could you please confirm:

• Are you accessing the document via a direct link, shared link, or through a file browser interface?
• Have you tried accessing the document from a different browser or device?
• Are you using any VPN, proxy, or security software that might interfere with access?
• Was the document shared with you by someone else?
• Do other users experience the same issue when trying to open the document?
• Could you please share the full error message or a screenshot?
• Has the document been renamed, moved, or modified recently?

In the meantime, you could try those steps below:

1. Verify document link and location
   • Ensure the document is still available at the original location and hasn’t been moved or deleted.
   • Try opening the document directly from OneDrive or SharePoint rather than a saved or shared link.
2. Test alternate access
   • Use a different browser or device to rule out local issues.
   • Disable any browser extensions or VPNs temporarily.
3. Check permissions and Version history
   • Confirm you have the necessary permissions to access the document.
   • Use Version History to restore a previous version if the document was recently modified.

Note: Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.      

Your detailed response will help us diagnose and investigate the issue more efficiently.
If I misunderstood what you’re looking for, feel free to let me know or share a screenshot. I’d be happy to help further!

Thank you for your cooperation.
Best regards,

Alex - MSFT | Microsoft Community Support Specialist

Answer 2

• Are you accessing the document via a direct link, shared link, or through a file browser interface?

I am accessing through a file browser interface. I have the link saved in my bookmarks so i am opening it from a short cut.

• Have you tried accessing the document from a different browser or device?

Yes, I have opened it from my phone word app and it works. I've also opened it on my word app on my desktop and it works.

• Are you using any VPN, proxy, or security software that might interfere with access?

No.

• Was the document shared with you by someone else?

I am the owner of the document.

• Do other users experience the same issue when trying to open the document?

No.

• Could you please share the full error message or a screenshot?

• Has the document been renamed, moved, or modified recently?

No.

Answer 3

Dear clara_145,

Thank you for your response and for confirming the details.

I recommended next steps

1. Reopen from OneDrive or SharePoint Directly
   • Instead of using the bookmark, navigate to https://onedrive.live.com or https://www.office.com and open the document directly from the file list.
   • This ensures the link is current and not pointing to a moved or expired session.
2. Update or Recreate the Bookmark
   • If the document opens successfully from OneDrive, update your bookmark with the new working URL.
   • Avoid bookmarking session-based or temporary links, which may expire or become invalid.
3. Try Incognito Mode
   • Open the document in a private/incognito window to rule out cached session conflicts or extension interference.
4. Restore Previous Version (if applicable)
   • If the document was recently modified, renamed, or moved, use Version History in OneDrive to restore a previous version.

If the issue persists, please feel free to let me know.

Thank you for your cooperation.

Best regards,
Alex – MSFT
Microsoft Community Support Specialist

Answer 4

Hi,
Is there any update from you? If yes, please feel free to let us know.

Answer 5

Hi Alex,

Thank you very much for all the help! Yes, I am able to open up the word document now.