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Article ID: 2437121 - Last Review: July 13, 2014 - Revision: 47.0

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INTRODUCTION

This article discusses how to troubleshoot Internet Explorer issues when you use it to access Microsoft Office 365.

PROCEDURE

How to troubleshoot basic issues

To troubleshoot basic issues that are related to Office 365, follow these guidelines:
  • Make sure that Windows Internet Explorer 9 or a later version is installed on the computer and make sure that the computer meets system requirements.
  • Make sure that you have installed all important updates on the computer.
  • Make sure that the computer is running a Windows operating system that's supported by Microsoft.
  • Try to use a different user ID. This helps to check whether the issue is related to the Office 365 user account.
  • Try to use a different Windows or Macintosh account. This helps to check whether the issue is related to a user profile.
  • Try to use a different computer. This helps to check whether the issue is related to the computer.

How to troubleshoot some common error messages

Error message 1

When you try to access a secure webpage, you get the following error message:
Internet Explorer cannot display the webpage.
To work around this issue, follow these steps:
  1. Close all active windows in Internet Explorer.
  2. Open Internet Explorer.
  3. On the Tools menu, click Internet Options.
  4. In the Internet Options dialog box, click the Advanced tab.
  5. In the Security area of the Settings list, click to select the Use SSL 3.0 and Use TLS 1.0 check boxes.
  6. Click OK to close the Internet Options dialog box.

Error message 2

When you try to access a webpage, you get the following error message:
Your security settings don't allow websites to use ActiveX controls installed on your computer. This page may not display correctly. Click here for options...
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Warning This workaround may make a computer or a network more vulnerable to attack by malicious users or by malicious software such as viruses. We don't recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.To work around this issue, follow these steps:
  1. Close all active windows in Internet Explorer.
  2. Open Internet Explorer.
  3. On the Tools menu, click Internet Options.
  4. In the Internet Options dialog box, click the Security tab.
  5. Under Select a zone to view or change security settings, click Trusted Sites.
  6. Under Security level for this zone, click Custom level.
  7. In the Settings list, under ActiveX controls and plug-ins, make sure that the following settings are configured as follows:
    • Under Binary and script behaviors, select Enable (if it isn't already selected).
    • Under Download signed ActiveX controls, select Prompt (if it isn't already selected).
    • Under Run ActiveX controls and plug-ins, select Enable (if it isn't already selected).
    • Under Script ActiveX controls marked safe for scripting*, select Enable (if it isn't already selected).
  8. Under Miscellaneous, select Enable for the Launching applications and unsafe files setting (if it isn't already selected).
  9. Click OK, and then click OK again to close the Internet Options dialog box.

Error message 3

When you try to download a file from a website, you get the following error message:
Your current security settings don't allow this file to be downloaded.
Collapse this imageExpand this image
Warning This workaround may make a computer or a network more vulnerable to attack by malicious users or by malicious software such as viruses. We don't recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.To work around this issue, follow these steps:
  1. Close all active instances of Internet Explorer.
  2. Open Internet Explorer.
  3. On the Tools menu, click Internet Options.
  4. In the Internet Options dialog box, click the Security tab.
  5. Under Select a zone to view or change security settings, click Trusted Sites.
  6. Under Security level for this zone, click Custom level.
  7. In the Settings list, under Downloads, select Enable for the File Download setting (if it isn't already selected).
  8. Click OK, and then click OK again to close the Internet Options dialog box.

Error message 4

When you try to access a webpage by using Internet Explorer 8 on a Windows XP-based computer, you get the following error message:
:-(
something went wrong

Sorry, we can't get that information right now. Please try again later. If the problem continues, contact your helpdesk.
To resolve this issue, follow these steps:
  1. In Internet Exporer 8, on the Tools menu, click Internet Options, and then click the Advanced tab.
  2. Under Settings, in the Security area, select the Enable native XMLHTTP support check box, and then click OK.
  3. Close all active instances of Internet Explorer, and then open Internet Explorer.

Content such as menus and tables aren't displayed in the Office 365 portal

Collapse this imageExpand this image
Warning This workaround may make a computer or a network more vulnerable to attack by malicious users or by malicious software such as viruses. We don't recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.To work around this issue, follow these steps:
  1. Close all active instances of Internet Explorer.
  2. Open Internet Explorer.
  3. On the Tools menu, click Internet Options.
  4. In the Internet Options dialog box, click the Security tab.
  5. Under Select a zone to view or change security settings, click Trusted Sites.
  6. Under Security level for this zone, click Custom level.
  7. In the Settings list, under Scripting, click Enable for the Active Scripting setting (if it isn't already selected).
  8. Click OK, and then click OK again to close the Internet Options dialog box.

Resources for troubleshooting Internet Explorer problems

For more information about how to troubleshoot Internet Explorer issues, see the following Microsoft Knowledge Base article:
967897  (http://support.microsoft.com/kb/967897/ )  Cannot access some websites in Internet Explorer
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

Still need help? Go to the Office 365 Community (http://community.office365.com/) website.

Applies to
  • Microsoft Office 365
  • Microsoft Windows XP Professional
  • Microsoft Windows XP Home Edition
Keywords: 
o365 o365a o365e o365p o365022013 o365m KB2437121
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