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KB29220 - Pulse and Network Connect users get error "Can't connect" or "Please check your network and try again later" when accessing MS Office features

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Last Modified Date8/1/2015 4:10 AM
Synopsis
When accessing the online help files or attempting to log into a Microsoft 365 account, an end user may receive a "Can't connect" message or a "Please check your network and try again later" message, even though the end user can reach other internet resources.

This issue occurs for all Network Connect and Pulse Secure client versions.

 

Problem or Goal

Microsoft Word Help Error Message:

When an end user is accessing the online help files, the following message can appear:

Can't connect. We're having trouble connecting to Office.com to get the latest and greatest articles, videos, and training courses.

 


Microsoft 365 Account Log in Error Message:

When attempting to log into a Microsoft 365 account, the following message can appear:

We are unable to connect right now.  Please check your network and try again later.

Cause
According to Microsoft, the VPN adapter is not able to access the internet because of a code error in the Network Connectivity Status Indicator (NCSI). In this situation, an incorrect connection status is reported. See KB19201. This issue also affects applications that read the network connection status through NCSI.
Solution
Microsoft has published a Hotfix to resolve this issue. For more information, see Third-party VPN client stops Internet connectivity in Windows 7 SP1 or Windows Server 2008 R2 SP1.

 

Related Links
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Created ByData Deployment

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