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Hyperlinks in Office documents are slow to open when ADFS is used - has anyone solved this?

Our users are seeing performance issues when they use hyperlinks (to other NetDocs documents) in Word or Excel (Office 2013). Typically, after you click on the hyperlink it takes 60 seconds to open the target document.

Our site uses Active Directory Federation Services (ADFS) to authenticate internal users, and we are 95% certain that this is a factor. The problem does not happen for hyperlinks in Outlook.

Has anyone else who uses ADFS for authentication seen a similar issue? If so, can you offer any suggestions for how to resolve it?

Thanks in advance

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We have this, we have been advised to hit the escape key to "bypass" the 60 second delay.

This is still the case with ndOffice2.0, and still only in Word / Excel. links in pdfs or in emails don't experience the same delay.

We have a support call on this, we have no resolution (or identified plans to resolve) as yet.

 

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Were you able to come up with a solution to this?  We are seeing the same thing on our Office 2016 installs.  We have determined the issue is not exclusive to netdocs, as we have a second vendor that we use ADFS for authentication and we are seeing similar delays when clicking on a their URL in a Word document.  If either of you could provide an update to this thread, it would be much appreciated.

 

Regards

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Kyle, From our perspective: Another client we know raised a support call with Microsoft, Microsoft said there was nothing wrong, that it was the application developer's issue (Netdocument's issue). ND don't believe it is so we are at an impasse where neither company believe it is their issue and we, the clients, simply have to deal with the scenario. Not very happy about this, but we don't have the resources to spend on it. The few users that regularly use this 'feature' know about the ESC workaround so that's about it. FYI we know its definitely Office 2013 and 2016. Cheers.

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Thanks for the reply Neil. 

I have opened a ticket with Microsoft with the ADFS team and was told that it was an issue with Office 2013/2016 and would most likely not be fixed unless it reaches some type of critical mass.  The MS tech is going to get back in touch with me this afternoon.  We can reproduce the issue with both another vendor and with an internal test application, so it does not appear to me to be a ND exclusive problem.

I'll update this thread once I am done talking to MS.  I hoping they have a better workaround that the ESC key as this will potentially impact the majority of our users once we have completed the upgrade to Office 2016.

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Thomas,

I still have the case open; it has been escalated to their Microsoft Office Applications team.  They had me collect a bunch of information while reproducing the issue yesterday and I am waiting on an update.  I'll post back here once I've got a final resolution from them.

Kyle

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Quick update on this, I sent some additional debug logs into Microsoft and they have been able to successfully reproduce the issue in house, so hopefully that means we'll get some kind of resolution.

 

 

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Thomas,

Nope, the case is still open.  As of today, we are working to create them a test account with limited NetDocs access to they can do some advanced debugging with the Office group and the ADFS group working together.  I'll let you know what they come back with once they are able to test.

 

Kyle

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This case is still open with Microsoft, this is the latest email I received from them on Monday:

 

Hello Kyle,

 

Just wanted to send over an update. This was found to be an issue with ADFS, and the product group for ADFS has taken ownership of the Bug and is working on it at this time. As the bug is on another team, I do not have access to check the Bug status. That said, I am attempting to move the case to an ADFS engineer so they will be able to provide you with status updates.

 

I will let you now once I hear back from the ADFS folks. Please don’t hesitate to reach out if you have any questions for my side.

 

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Another update from Microsoft on this issue.  Will update again when I know more.

Hello Kyle,

Quick update, I have heard back from the ADFS folks, the issue appears to be fixed, however they have not received any ETA as to when it will be pushed in an update. I am requesting further information and some sort of an ETA for you. I will let you know as soon as I hear more.

 

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We finally got a resolution from Microsoft. It has been identified as a bug in ADFS.  The fix is planned for the Red Stone 5 release of Server 2016 which is scheduled for late 2018.  I do have the option to enter a request to get it backported for the current version of 2016 in the form of a hotfix.  This doesn't help us at the moment as our ADFS implementation is on Server 2012 R2 and I have been told that a backport there is unlikely.

So I need to go back to the business and see how important this is to them.  We don't currently have upgrading our ADFS environment to 2016 on our roadmap for this year.  By they time we get to it, the official patch may already have been released.

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Thanks Kyle. Sounds like we are in the same boat, as our ADFS is on Server 2012 R2 too.

We may need to just get used to pressing the 'ESC' key...

 

Cheers

 

Alex

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Kyle,

Thank you for continuing to update this thread with your ongoing Microsoft contact. 

I wrote this article below from my discussions with Microsoft earlier last in 2017. 

https://support.netdocuments.com/hc/en-us/articles/115003346326-Clicking-a-NetDocuments-link-causes-Microsoft-Office-to-hang-for-60-seconds

I will look to update the article here your findings and send you my contact details, should you hear further from them.

Thanks,

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