Troubleshooting guide for Internet Explorer when you access Office 365

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

How to troubleshoot basic issues

To troubleshoot basic issues that are related to Office 365, follow these guidelines:

• Make sure that Windows Internet Explorer 7 or a later version is installed on the computer. (And, make sure that system requirements are met.)
• Make sure that you have installed all important updates on the computer.
• Make sure that the computer is running a Windows operating system that is supported by Microsoft.
• Try to use a different Office 365 user ID. (That is, determine whether the issue is related to the Office 365 user account.)
• Try to use a different Windows or Macintosh account. (That is, determine whether the issue is related to a user profile.)
• Try to use a different computer. (That is, determine whether the issue is computer related.)

How to troubleshoot some common error messages

Error message 1

When you try to access a secure webpage, you receive the following error message: To work around this issue, follow these steps:

1. Close all currently active windows in Internet Explorer 7 or in a later version.
2. Open Internet Explorer 7 or a later version.
3. On the Tools menu, click Internet Options.
4. In the Internet Options dialog box, click the Advanced tab.
5. In the Settings list, under Security, 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 receive the following error message: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 do not 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 currently active windows in Internet Explorer 7 or in a later version.
2. Open Internet Explorer 7 or a later version.
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 you have the following settings configured as specified here:
   • Under Binary and script behaviors, click Enable if it is not already selected.
   • Under Download signed ActiveX controls, click Prompt if it is not already selected.
   • Under Run ActiveX controls and plug-ins, click Enable if it is not already selected.
   • Under Script ActiveX controls marked safe for scripting*, click Enable if it is not already selected.
8. Under Miscellaneous, click Enable for the Launching applications and unsafe files setting if it is not 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 receive the following error message:

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 do not 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 currently active instances of Internet Explorer 7 or of a later version.
2. Open Internet Explorer 7 or a later version.
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, click Enable for the File Download setting if it is not already selected.
8. Click OK, and then click OK again to close the Internet Options dialog box.

Contents such as menus and tables are not displayed in the Office 365 portal

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 do not 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 currently active instances of Internet Explorer 7 or of a later version.
2. Open Internet Explorer 7 or a later version.
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 is not already selected.
8. Click OK, and then click OK again to close the Internet Options dialog box.

Resources for troubleshooting Internet Explorer problems

• Internet Explorer stops responding, stops working, or restarts (http://support.microsoft.com/gp/pc_ie_intro)
  
• Tips for solving problems when Internet Explorer crashes or stops working (http://windows.microsoft.com/en-US/windows-vista/Tips-for-solving-problems-with-Internet-Explorer)
  
• Fix Internet Explorer add-on problems when IE hangs or freezes (http://support.microsoft.com/mats/ie_freezes_or_crashes/en-us)
  

For more information about how to troubleshoot Internet Explorer problems, click the following article numbers to view the articles in the Microsoft Knowledge Base: