My SharePoint Holmes cases are not extremely technical or complicated. Most of the solutions to the issues that I encounter have been amply described in blogs and Microsoft support. So why do I sometimes feel at a loss when I have a new issue to solve?
- I am still learning about SharePoint Online
- Users generally do not know what the issue is and they do not use the most precise language. Nobody likes an issue that stops you doing your job and calls for submitting a support ticket, so I can imagine you want to spend as little time as possible on that ticket.
- As a result, things may have a different cause and solution than I expect from the description. I may think that it is permissions-related (I often do), while it may be PC, browser or document library settings. Or vice versa.
For instance “I can not manage my site” (to me, this sounds like a permissions issue) has meant different things in different circumstances:
- “I can not edit my site’s homepage” (because the page has been checked out to someone else – this is a document management issue, not a permission issue)
- “I can not manage permissions” (because I am not the owner of the group I want to manage – a permissions issue)
- “I can not manage this content in my site” (because this content has unique permissions and for one reason or another I am not in the site owner’s role here – a permissions issue)
- “I do not know how to manage my site” is a training issue
With this SharePoint Holmes series I try to start with the issue as described by the user. As that is not always clear or correct, I sometimes start off on the wrong foot.
“Hyperlinks in a document on SharePoint are not working” the title of the incident read.
Well, “not working” or “is broken” are always great and accurate descriptions that any support person loves to see 🙂 . So I called the owner and asked him to demonstrate the situation.
The issue was with a manual (in Word) that lived in a document library. The document had some embedded documents as well as some hyperlinks to a company system.
The real problem was: “In this document, the embedded documents as well as some specific links can not be opened – they appear unclickable”
- I opened the manual – I noticed that the document opened in Online format.
- I clicked on a number of links – all links to pages worked OK but I could not open the embedded docs. There was no “hotspot” or “zone” where the cursor showed something clickable.
- The special links (to a certain system) looked properly configured, but they gave an error message.
- I could not find anything strange in versioning settings (no mandatory check out) or advanced settings. The opening behavior was set to “use the server default (open in the browser)” which is standard practice.
- I determined to take a better look at the document, because only that document caused the issue. I did not want to make changes to the content, so I downloaded it.
- I opened it in Word. The embedded documents could be opened – they had an active window. And I could open the special links too!
OK, this was easy. I changed the library’s opening behavior to “open in the Client application” and opened the document again. Yes, the embedded documents and the links were now clickable and opened without problems.
I can not explain what was happening with the links but they could be opened in the Client software.
This is yet another illustration of the fact that the Online versions of the Office programmes are limited in functionality.
The owner of the manual was happy, but I suggested to upload all embedded documents into the document library and making links to them from the “Master Document”, instead of embedding. If they are in a document library, you can manage and update them online when needed, and the link in the Master document will always lead to an up-to-date document. If you embed the document, it will live on its own and there will be no history of changes or anything.
Which issues with the opening behaviour of document libraries have you encountered? (Apart from my earlier password-protected document case)
Image courtesy of Craig Whitehead on Unsplash.com