Help file not opening

[Timbo50]

I am using Office Pro Excel 2019 and suddenly by clicking the help button brings up the help column which reads "Sorry something went wrong. Please check your network connection and try again."On the Options/Privacy settings the "Turn on all connected experiences" the box is ticked.
Out of interest the Word help functions normally. Any help would be appreciated.

 

[chris smith5]

Hi Timbo50,

Considering that your network connection is fine (Excel is allowed to access the internet through your firewall or antivirus software), there are a few troubleshooting steps you can try to fix the issue:

1. Clear the cache: Clearing the cache can sometimes resolve the issue. To do this, go to File > Options > Advanced and under the "General" section, click "Web Options". Then click "Delete Files" under the "Browsing history" section.
2. Repair Office: You can try repairing your Office installation by going to Control Panel > Programs and Features, selecting Microsoft Office, and then clicking "Change". From there, select "Quick Repair" or "Online Repair" depending on your preference.
3. Uninstall and reinstall Office: If none of the above steps work, you may need to uninstall and reinstall Office.

I hope this helps.

Best Regards!

 

[Timbo50]

Hi Timbo50,

Considering that your network connection is fine (Excel is allowed to access the internet through your firewall or antivirus software), there are a few troubleshooting steps you can try to fix the issue:

1. Clear the cache: Clearing the cache can sometimes resolve the issue. To do this, go to File > Options > Advanced and under the "General" section, click "Web Options". Then click "Delete Files" under the "Browsing history" section.
2. Repair Office: You can try repairing your Office installation by going to Control Panel > Programs and Features, selecting Microsoft Office, and then clicking "Change". From there, select "Quick Repair" or "Online Repair" depending on your preference.
3. Uninstall and reinstall Office: If none of the above steps work, you may need to uninstall and reinstall Office.

I hope this helps.

Best Regards!

Hi Chris, many thanks for that solution. Now working correctly. Regards, Tim.

 

[StuLux]

Hi Chris, many thanks for that solution. Now working correctly. Regards, Tim.

Appreciate this thread is now quite old but this is an issue that I regularly encounter (and as I train Excel to other users it's extremely frustrating as I must explain to them there is something of a 'bug' in Excel that stops the Help files opening). Did you find that this solution worked long term. I can clear the issue by closing Excel then reopening but after some time the same issue will recur.