Students Staff

September 18, 2019

[Resolved] Problem with SharePoint Office Web Apps Displaying Word/PDF/Excel Files

Filed under: SharePoint, [Resolved], [Service Alert] — Kyle Cooke @ 2:15 pm

UPDATE 13:35pm, 20 September 2019

Issue traced to faulty load balancer configuration. Permanent fix now enabled. Workaround has been removed. Steps are also being taken to ensure no future reoccurrence of the issue.
This issue is now closed.

UPDATE 09:10am, 19 September 2019

There is a workaround in place on the Load Balancer service which means that SharePoint service users should now be able to access and preview Word/Excel/PDF files.
This is a temporary fix however, and the underlying cause is still being sought.
Services affected:,

UPDATE 16:52pm, 18 September 2019

With regret, the issue has reoccurred. Further investigations are on-going.
Issue affects SharePoint hover panel previews of Word/Excel/PDF files, and also opening Word/Excel/PDF files, stored in SharePoint, in a web browser. Please be assured that no data has been lost. We are just experiencing a failure with data retrieval through the Office Web Apps Service.
Services affected:,

UPDATE 14:48pm, 18 September 2019

The issue was traced to a misconfigured SSL certificate on the Load Balancer service for SharePoint. The setting has been corrected, and we now believe full service to be restored.
Any user still experiencing issues should close their web browser and re-open it and re-try accessing the file, before reporting it to the SharePoint Team (
Thank you.


We currently have a problem that is affecting the opening of documents using the web panel in SharePoint document libraries.


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