Insert tab in Word and Excel do not allow me to search in next level like Icons

Steven Fath 0 Reputation points
2026-09-01T16:46:06.4733333+00:00

In Word and Excel when I click the Insert tab and then select Icons, the next thing i see is a blank page. Nothing is loading when I attempt to go to the next level. I tried uninstalling and then reinstalling MS office, but same problem reoccurs.

Microsoft 365 and Office | Word | Other | Windows

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Answer recommended by moderator
Thomas4-N 22,570 Reputation points Microsoft External Staff Moderator
2026-09-02T07:39:11.3233333+00:00

Hello Steven Fath,

Since reinstalling Office did not help, please check whether online content is disabled:

  1. Open Word or Excel.
  2. Go to File > Account > Manage Settings.
  3. Enable Experiences that download online content.
  4. Restart Office and test Insert > Icons again.

Icons rely on Microsoft 365’s connected online-content services. If the setting is already enabled or unavailable, temporarily test without a VPN or restricted network, or check whether the setting is controlled by an administrator.

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  1. AI answer

    2026-09-01T16:46:24.5933333+00:00

    Try these checks in order:

    1. In Word or Excel, go to File > Options > General > Privacy Settings.
      • Under Connected experiences, make sure Experiences that download online content is turned on.
      • Also check All connected experiences and turn it on if it is off.
      • Restart Word or Excel and test Insert > Icons again.
    2. Sign out of Office and sign back in.
      • This can restore access when Office stops loading online content such as Icons and Stock Images.
    3. Make sure the PC is online and not blocked by a firewall or VPN.
      • Icons and Stock Images can fail to load if Office cannot reach online content services.
    4. Repair Office.
      • If Office is Click-to-Run, use Online Repair for the most complete repair.
      • On Windows 8/8.1: right-click Start > Control Panel > Uninstall a program > right-click the Microsoft Office product > Change > choose Online Repair.
      • On Windows 7/Vista: Start > Control Panel > Uninstall a program > select the Office product > Change > choose Online Repair.
      • Quick Repair is faster, but Online Repair is the option that is intended to fully fix corrupted Office files.
    5. If Office apps also show startup problems, test Safe Mode.
      • Word: press Windows+R, type winword /safe, press Enter.
      • Excel: press Windows+R, type excel /safe, press Enter.
      • If the app works in Safe Mode, go to File > Options > Add-Ins, then disable add-ins one at a time and restart normally after each change.
      • Older add-ins called out as known problem sources include ABBYY FineReader and Dragon Naturally Speaking.

    If Word or Excel does not start in Safe Mode, the issue is not likely caused by add-ins. In that case, repair Office and make sure Windows Update is fully current so the latest device drivers are installed.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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