Links not working in Microsoft Office 2013

If you used the FixIt button in the KB article, it doesn't appear to add the registry key described in the article. The instructions in the 'Let me fix it myself' section seem to be out of date -- the full path to the registry key includes the version number 9.0, which corresponds to Office 97.

Try adding the key and entry to your registry manually, but use 15.0 in place of 9.0 in the path. Please post back to let us know whether or not that works.

Thanks for the reply Jay!

I followed the steps above, quit Office 2013, edited the Reg, but still no success.

I tried to add the ForceShellExcecute in the FilePaths key that didn't work as well.

Also, created the Internet key under folder 15.0 with that value, no luck (see below screenshot).

Would appreciate it we can get this sorted out, our organisation has just upgraded to Office 2013 and lot of our documentation is linked to ServiceNow Knowledge base articles. When we click on those links from Word/Excel etc, it redirects to the default homepage of SN.

The more I look at this, the less I think that the KB218153 article is related to your problem. For one thing, you aren't getting an error message about being unable to open the URL. And do you have a proxy server, which is one of the listed conditions?

Other data points that might help: If you still have a copy of Office 2010 or earlier, do the same hyperlinks work there, or is the behavior the same? What happens if you try similar hyperlinks to some other site? Also, if you take a document containing the SN hyperlinks to an Office 2013 computer outside your company network, how do the links behave there?

I can ask the MS Word team to take a look at the issue, but I know they'll ask these questions and maybe others.

No proxy server.

Works fine on Office 2010 (confirmed with those who still use 2010), issue began once upgraded to 2013.

Behaves the same outside the corporate network, same result when we try from Home or anywhere else.

Thanks!

My contact at Microsoft will pass the request to the group that owns link navigation. They want a few examples of specific hyperlinks that exhibit the problem, if it's possible to share them. A one-page document with just those links, with or without text that describes the behavior and what you've tried, will be helpful.

You can attach the document to an email to me (find my address at http://jay-freedman.info/contact/contact.htm), or you can put it on OneDrive or Dropbox with sharing enabled and send me a link to it.

I'm not familiar with ServiceNow. Are the targets of the hyperlinks on password-protected storage, or is a login necessary? That would interfere with the Microsoft techs' investigation.

Yes, login is necessary for ServiceNow to test it.

I'm not sure how this can be handled through a documentation.

Any updates on this?

I am having the same issue.

Thanks for your reply.

I unfortunately cannot provide credentials for the ServiceNow site.

I will contact ServiceNow support, see if they can help.

But still thanks anyway.