Logging in to Excel and Word

The error indicates that Office believes there is no internet connectivity, even though the device is online. This is typically caused by how Office or Windows is detecting network connectivity, or by network/security components blocking Office-specific endpoints.

Use these steps to isolate and resolve the issue:

1. Confirm Office can reach Microsoft sign-in services
   • Open Microsoft Edge (not Internet Explorer).
   • Browse to https://login.microsoftonline.com.
   • If redirected successfully to https://www.office.com or the account’s landing page and can sign in, basic connectivity to Microsoft 365 is working.
   • If navigation fails or sign-in does not complete, the issue is likely caused by the network environment, local firewall, or antivirus software blocking Office traffic.
2. Check for Office-specific connection issues on Windows 10/11
   • Make sure Office is updated to a current build (for Office 2016 or Microsoft 365 Apps).
   • Open Event Viewer → Applications and Services Logs → Microsoft → Windows → AAD → Operational.
   • Look for entries mentioning XMLHTTPWebRequest with error codes in the pattern 0x?AA7????, 0x?AA8????, 0x?AA3????, 0x102, or 0x80070102 around the time sign-in fails.
   • If these appear, it confirms Office is having trouble with its authentication web calls, often due to network, firewall, or security software.
3. Test with a clean browser session
   • Open Edge in InPrivate mode.
   • Go again to https://login.microsoftonline.com and sign in.
   • If this fails while normal browsing works, it further points to security software, proxy, or network configuration interfering with Office sign-in.
4. Check for TLS/Schannel issues (older Windows versions)
   • On Windows 7, Windows Server 2008 R2, or Windows Server 2012 R2, Office sign-in and template retrieval can fail if TLS 1.1 and 1.2 are disabled in Schannel.
   • Ensure TLS 1.1 and 1.2 are enabled via the appropriate Windows registry settings so Office can connect securely.
5. If the problem occurs after resume from sleep/standby
   • On Office 2016 or Microsoft 365 Apps, if the device resumes from standby and then Excel/Word report no internet, the network may not be ready when Office checks.
   • Adjust the wait time for network availability:
     1. Run regedit.
     2. Go to HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Internet.
     3. Create a DWORD value named NetworkAvailableTimeInSeconds.
     4. Set Decimal to a higher value (for example, 30 or 60) and select OK.
     5. Restart the computer and test again.
6. If issues persist
   • Temporarily disable third-party antivirus/firewall (if allowed by organizational policy) and test sign-in again.
   • If sign-in works with security software disabled, configure that software to allow Office and Microsoft 365 endpoints.
   • If none of the above steps help, collect logs as described in the connection-issue article (AAD Operational log, Office logging if applicable) and contact Microsoft support with those details.

References:

• Connection issues when signing in after updating to Office 2016 build 16.0.7967 on Windows 10
• Connection to network document lost when computer resumes from standby mode
• "We had trouble getting the featured templates and can't show them right now" error in Office 365 and Pro Plus 2016
• Office files in SharePoint fail to open from an Office 2016 client
• Why am I getting a message that says to troubleshoot my Internet connection?