Error Accessing Personal Templates

Question

Microsoft® Word for Microsoft 365 MSO (Version 2510 Build 16.0.19328.20010) 64-bit

In File/New, under Personal tab, I get the following error message:

Sorry, we had some trouble connecting to get templates, and can't show them right now.

This error is persistent. My templates are stored in OneDrive/Documents/Custom Office Templates.

Answer 1

Hi Jim, thank you for posting here in the Microsoft community, here’s what you can try to fix Sorry, we had some trouble connecting to get templates” error in Word.

 

First, Check Template Location, make sure your templates are still in: OneDrive\Documents\Custom Office Templates

Next, Verify Word Settings, simply go to File > Options > Save then Under Default personal templates location, confirm it points to the same folder above.

Also, Check OneDrive Sync, simply open OneDrive and confirm it’s syncing properly. If paused or errored, resume or fix sync.

Now, Try Local Folder Instead, temporarily move your templates to a local folder like: C:\Users<YourName>\Documents\Custom Office Templates then Update Word’s template path to match and see if the error goes away.

If that doesn’t work try Repair Office, simply go to Settings > Apps > Microsoft 365 > Modify > Quick Repair, this can fix connection issues without reinstalling.

to better understand, when you open Word, does OneDrive show any sync errors or is it working normally? This helps isolate if the issue is cloud related.

 

I hope this helps you out, let me know how it goes.

Chard

Answer 2

I recommend storing your custom templates in a folder on your hard drive. You can sync that folder to OneDrive if you wish.

See also:

• https://www.addbalance.com/usersguide/fileNew.htm
• https://www.addbalance.com/usersguide/fileNewHack.htm#Registry_Hack
• https://www.addbalance.com/usersguide/templates.htm