Sorry, we are having some temporary server issues. You can work off line if you plan to insert pictures from your computer

Hi,

 

Since the computers are connected to the terminal servers, you may post the question in the following link:

 

http://social.technet.microsoft.com/Forums/office/en-us/home?category=officeitpro

 

Thank you.

I am having the same issue but not using terminal servers.  It is a domain for a school district and we began to implement Office 2013 for a few labs.  Administrators and staff can access the templates, but the students who need these templates in order to do their work cannot view them, they just get the error message.  I did notice that for the admin and staff, it shows we are not signed in to microsoft, but the students show signed in under their windows account.  Performing the above fixes did not help, nor did running all windows/office updates.

Hi ITGirl,

   We never did figure this out, but it seemed to fix itself on it's own. One thing we tried, that may have helped was to go into one of the applications of Office Suite, then select File, Options, then on the General tab we put in a username. We also set a GPO for the network so that whenever a user opened one of the Office applications, it reflected their username. You could try setting it so that it reflects the students names and see if it makes a difference. 

The GP entry was set to update the following in the registry:

HKEY_CURRENT_USER\Software\Microsoft\Office\Common\UserInfo

 

We changed the value to %username%

 

 

Now it will show the username in the File>Options>Personalize your copy of Microsoft Office>User Name

Don't know if this will help with your problem or not, but it's a starting point. 

Thanks for the suggestion, unfortunately our policy is already set to display the username for the students but I'll check to see if our GP entry matches yours.  Thank you!

We tried deleting the registry value, but that didn't work so what we did was take it further.  We deleted the registry value from the admin profile, deleted all profiles except that profile, cleaned it up (i.e deleted temp files and recycle bin), copied the admin profile and deleted the default profile, renaming the admin copy to "Default".  When we tested it with one of the students, all the templates loaded on her first run.  When she tried clicking on the option to view other templates, we found ourselves back at square one and the templates no longer loaded for her.  

We went back to the drawing board and followed the path from the templates on word to their location on the microsoft website.  This took us to the microsoft store.  One thing we noticed is that you no longer have the option to download templates on the microsoft store, the only option is to open office online.  We noticed that if the connection to the store failed, the templates would not load (which makes sense).  I sent this link to my techs to test out with student profiles and sure enough, if they were able to get it to load, the templates would appear for the student: https://office.com/start/Word.aspx?omkt=en-US&templatetitle=Bold%20report&templateid=TM00002103 

So it appears as if there is an issue with connecting to the https.  Our issue is intermittent.  For some students, reloading the page will connect to the site and display word templates, for other students it doesn't matter how many times we reload, it just won't connect and gives us the page can't be displayed error.  If it were a web filtering or firewall issue, wouldn't the issue be across the board instead of random? Maybe some type of permission issue?   

It was our web filter!  When we open Word, it automatically tries to load the templates from the microsoft site.  What was happening is that it was trying to open several different URL's in the background.  Some would be tagged as "technology" others tagged as "web email".  We have "web email" blocked for our students but not staff, which explains why all staff and admin were able to see the templates. The reason it was intermittent for students was because sometimes it got tagged as "technology" and other times "web email"  We added http://config.officeapps.live.com to the exception list because this was the most reoccurring culprit with all the student test accounts we tried.  Sure enough, templates are now loading up with no issues for our students.  This is one of those cases where I should have gone with my gut feeling from the getgo, but at least we got it resolved.