Cannot Create New document

Question

Dear Microsoft Support Team,

I am experiencing a critical issue with the Microsoft Word app on my iPad. I am unable to start a new document or open any templates.

When I open the Word app and navigate to the "Create" screen, absolutely nothing on that screen is responsive to touch. This includes:

• The "Blank Document" (Leeres Dokument) template (the large blue box with the plus sign).

• All other document templates (e.g., CVs, Reports, Agendas).

The app itself is not freezing; I can still navigate the side menu (Start, Search, etc.), but the main creation area is completely unresponsive to selection.

Troubleshooting Steps Already Taken (Unsuccessful):

I have already performed the following steps, but the issue persists:

• Restarted the iPad multiple times.

• Updated the Word app to the latest version.

• Performed a Software Update of the iPadOS.

• Deleted and reinstalled the Microsoft Word app completely.

• Logged out and logged back in to my university account.

• Cleared the sign-in credentials in the iPad Settings under Word.

Since the issue affects the entire "Create" screen and not just one button, and persists after reinstallation, I suspect a deeper configuration conflict related to the app or my account.

Could you please provide a specific solution or an advanced diagnostic procedure for this problem?

Thank you for your assistance.

---

Moved from: Microsoft 365 and Office | Office Online Server

Answer 1

It seems you are experiencing a significant issue with the Microsoft Word app on your iPad where the "Create" screen is unresponsive. Here are some advanced troubleshooting steps you can try:

1. Check for Device Storage: Ensure that your iPad has enough available storage space. Low storage can sometimes cause apps to behave unexpectedly.
2. Reset All Settings: Go to Settings > General > Reset > Reset All Settings. This will reset system settings but not delete your data. You may need to re-enter Wi-Fi passwords and adjust other settings afterward.
3. Check for Restrictions: Make sure there are no restrictions enabled on your iPad that might prevent the Word app from functioning correctly. Go to Settings > Screen Time > Content & Privacy Restrictions.
4. Try a Different Account: If possible, log in with a different Microsoft account to see if the issue persists. This can help determine if the problem is account-specific.
5. Contact Microsoft Support: Since you've already tried several troubleshooting steps, reaching out to Microsoft Support directly may provide you with more tailored assistance for your specific situation.

If these steps do not resolve the issue, it may be worth checking for any known issues with the Word app on iOS devices or waiting for a future update that might address this problem.

Answer 2

Hello Lorenz,

Thank you for reaching out and sharing the details of the issue you are experiencing with the Microsoft Word app on your iPad. I understand how frustrating it can be when you are unable to create a new document, especially after trying multiple troubleshooting steps. This behavior often occurs due to underlying configuration conflicts or restrictions within the device settings that affect app functionality.

To help resolve this I recommend checking your device storage to ensure there is sufficient space available as low storage can cause apps to behave unexpectedly. You can also try resetting all settings by going to Settings select General select Reset select Reset All Settings. This will not delete your data but will restore system settings so you may need to re-enter Wi-Fi passwords afterward.

Additionally verify that there are no restrictions enabled under Settings select Screen Time select Content & Privacy Restrictions as these can block certain app features. If possible sign in with a different Microsoft account to determine if the issue is account-specific.

Could you confirm if you have already checked your device storage and restrictions settings?

I hope this answer is helpful if you have further questions feel free to reply back

Regards,

Marcelo

Answer 3

I have the same issues. Microsoft please fix the issue!

Answer 4

I also have this issue and have tried all of the above troubleshooting issues, save a reset. Please figure this out Microsoft.