Word freezes when opening OneDrive file

Applies to: Microsoft Word 2013, 2016, 2019

Symptoms

Word freezes on the blue splash screen with a message in the bottom left saying Opening filename.docx... or Loading template.dotx.... This happens when you try to open a document from OneDrive folders on your computer.

Solution 1

Try this first to resolve temporary issues affecting individual files in OneDrive:

  1. Select Start   , type "taskkill /F /IM winword.exe" then press Enter to close the frozen instance of Word
  2. Open your document again. If prompted, select No for opening in safe mode, and select Yes to reopen the document even though it caused a problem before

Solution 2

For more persistent problems with a specific document follow the steps below to unlink your document from a template that isn't available. This tends to be required when Word freezes on the blue splash screen with a message in the bottom left saying Loading template.dotx... 

 

  1. Select Start   , type "taskkill /F /IM winword.exe" then press Enter to close the frozen instance of Word
  2. Right-click on the blue cloud OneDrive icon   in the system tray, choose Settings
  3. On the Office tab unselect Use Office applications to sync Office files that I open and click OK
  4. Open your document again. If prompted, select No for opening in safe mode, and select Yes to reopen the document even though it caused a problem before
  5. Choose File > Options > Add-ins, in the Manage drop-down select Templates and click Go...
  6. Delete any text under Document Template and click OK
  7. Close and save your document
  8. Turn Use Office applications to sync Office files that I open back on

 

Get support


Local IT support provide your first line of on-the-spot help

FIND MY LOCAL IT TEAM

 

Common requests and fault reports can be logged using self-service

   USE IT SELF-SERVICE      

   LOG A SUPPORT CALL     

VIEW MY SUPPORT CALLS  

 

The central Service Desk is available 24x7 on +44 1865 6 12345

 

If you do not have an SSO account you can use this form to contact the Service Desk