Microsoft Word Browser Version can't open, keep loading

Sign out of Microsoft 365 from a working web app, close every browser window, and then sign in directly to Word for the web to replace the Word-specific account session.

Refresh the Word session

Since clearing browser data and testing Chrome, Edge, and private windows did not help, do not repeat those tests.

1. Open Excel, PowerPoint, OneDrive, or Outlook on the web.
2. Select your profile picture → Sign out.
3. Close all Chrome and Edge windows so the existing Microsoft 365 session is terminated.
4. Reopen one browser and go directly to Word for the web.
5. Sign in and try both:
   • Creating a blank document.
   • Opening an existing document from OneDrive.

This session-reset procedure resolved a closely matching case where Word for the web froze while other Office web apps continued working.^1^

If the direct address still loops, open Word through the documented route: sign in to Office.com and select Word.^2^

Check the remaining browser prerequisites

1. Update both browsers. Microsoft 365 is designed for the current Chrome version and latest Edge version.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft 365 system requirements | Microsoft Support")
   • Edge: … → Settings → About Microsoft Edge
   • Chrome: … → Help → About Google Chrome
2. Check JavaScript, because Microsoft 365 web apps require it:
   • Edge: Settings → Privacy, search, and services → Site permissions → All permissions → JavaScript → Allowed
   • Chrome: Settings → Privacy and security → Site settings → JavaScript → Sites can use JavaScript^4^
3. Restart Windows after applying any browser update, then test Word again.

Isolate account, device, network, or service

Run these two cross-tests:

• Same account on another device: If Word also loops there, the problem follows the account or Microsoft service.
• Same Windows computer on another network, such as a mobile hotspot: If Word works there, the original network’s DNS filtering, firewall, proxy, or web-protection software is interfering.

For a work or school account, ask an administrator to open Microsoft 365 admin center → Health → Service health and check for an Office on the web incident. Service Support Admin and Helpdesk Admin roles can also view this page.^5^

For a personal Microsoft account, check the public service status page.

If Word works over the hotspot, the network administrator should compare the firewall or proxy configuration with Microsoft’s required Microsoft 365 Common and Office Online endpoints—particularly the Office web-app domains over TCP 443/80.^6^ Do not disable security software permanently; allow the documented Microsoft 365 endpoints instead.

If it still fails everywhere

A Word-only failure that follows the account across devices and networks needs account-side investigation. For Microsoft 365 Home, use Contact Microsoft Support, enter the Word for the web loading problem, select Get Help, and then Contact Support.^7^

Include:

• Whether blank documents and existing documents both fail.
• Whether the failure follows the account to another device.
• Whether it persists on a mobile hotspot.
• The approximate date/time and time zone of a failed attempt.
• A screenshot of the endless loading page, with personal information removed.

References

1. Online Microsoft Word Freezing! - Microsoft Q&A
2. Create a document in Word for the web | Microsoft Support
3. [Microsoft 365 system requirements | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. Enable JavaScript | Microsoft Support
5. How to check Microsoft 365 service health
6. Microsoft 365 URLs and IP address ranges
7. OneDrive issues with BT Web Protect