Hi,

We have one user thats get this error when trying to download and use the online templates in excel 2013, seems to work for everyone else including me. it also worked before for this user.

I tried the following:

• Repared Office
• Disabled Firewall
• Blanked/deleted the userprofile.
• Tested on different Machines
• Tested on Office Standard and on Pro

Any suggestions?

Running Win7 SP1, Office 2013,

Hi,

Regarding of the issue, please provide us more information to assist you better.

• Was the user get the error message "Something went wrong while downloading your template." when download Excel template?
• Was this issue occurred with Other Office suits, such as Word 2013?
• >>Tested on different Machines<< Could the user log on other pc and download the template?

Then, please make sure the "Allow Office connect to the Internet" Option is enabled (Path: File | Option | Advance | Trust center| Privacy setting).

If the user has installed Visio viewer, some of our customers fixed this issue after removing it.

Reference:

https://social.technet.microsoft.com/Forums/office/en-US/bb3e24c2-f7ee-4a80-b0b6-e9050e4b7246/ms-office-2013-template-error?forum=officesetupdeploy

http://answers.microsoft.com/en-us/office/forum/office_2013_release-word/something-went-wrong-while-downloading-your/29f9fee8-be6a-4a50-8e07-e001e664a3a2?page=3

Regards,

Q: Was the user get the error message "Something went wrong while downloading your template." when download Excel template?
A: Yes this is the error

Q:Was this issues occurred with Other Office suits, such as Word 2013?
A: Yes, seems so

Q:>>Tested on different Machines<< Could the user log on other pc and download the template?
A: No, this useraccount experience this problem on different computers

Q: "Allow Office connect to the Internet" Option is enabled (Path: File | Option | Advance | Trust center| Privacy setting)
A: Yes this is enabled

Q:is installed Visio Viewer installed
A: No, not on any computer we tried.

Hi,

Sorry for reply delay.

Q:>>Tested on different Machines<< Could the user log on other pc and download the template?
A: No, this useraccount experience this problem on different computers

I think this user account might be blocked that connect the Office.com. Could you re-name the user account to re-create one to test?

Regards,

"I think this user account might be blocked that connect the Office.com. Could you re-name the user account to re-create one to test?"

What do you mean by blocked? We aren't running Office 365 so only local Active Directory accounts?

Hi,

I think the particular Active Directory account might be blocked by IT policy or security software to connect the Office.com.

Firstly, disable the firewall and antivirus. Then, try to download the template manually.

Allow *.msecnd.net inside your firewall that is being used to download template.

If your connection is having problem, then do the following:
1. Start Command Prompt with administrative privilege by right-clicking on it and selecting Run as administrator.
2. Run the following commands simultaneously:
 ipconfig /release
 ipconfig /renew
3. Try to download the template.

If youre still unable to use the template, you have to get the template manually from Microsoft. Download the template you want form here.

Now, open the application you want to use your custom template, for example, Word or Excel.
1. From the File tab, select Options.
2. Select Save from the left panel menu.
3. Find out the field Default personal templates location. Enter your customized template folder.
4. Press OK.
5. Copy the template(s) you have downloaded from Microsoft and paste them there.

Regards,

Hi,

I think the particular Active Directory account might be blocked by IT policy or security software to connect the Office.com.

Firstly, disable the firewall and antivirus. Then, try to download the template manually.

Allow *.msecnd.net inside your firewall that is being used to download template.

If your connection is having problem, then do the following:
1. Start Command Prompt with administrative privilege by right-clicking on it and selecting Run as administrator.
2. Run the following commands simultaneously:
 ipconfig /release
 ipconfig /renew
3. Try to download the template.

If youre still unable to use the template, you have to get the template manually from Microsoft. Download the template you want from here.

Now, open the application you want to use your custom template, for example, Word or Excel.
1. From the File tab, select Options.
2. Select Save from the left panel menu.
3. Find out the field Default personal templates location. Enter your customized template folder.
4. Press OK.
5. Copy the template(s) you have downloaded from Microsoft and paste them there.

Regards,

You didn't supply a URL: Download the template you want form here.??

I will try the rest off your suggestions as soon as I can

Sorry for lost the link, please see this:

https://templates.office.com/

Please let know the result.

Regards,