Sharepoint`

Dear @YAN JUN LAI,

I’m sorry you’re running into this when a SharePoint site shows “This site can’t be reached” and folders appear as “file not found”, it’s usually related to site availability, permissions, or tenant-level changes, not a problem on your local device.

For better help, please kindly let me know:

• Are you the owner of the site or do you have specific permissions?
• Have there been any recent changes to the site or library settings?
• Can you access other SharePoint sites without problems?
• Are you an administrator or an end user?
• Please take a screenshot of the issue you're experiencing so I can better assist you.

In the meantime, please kindly try the following steps:

1.Try accessing SharePoint Home

• Go to https://<your-tenant>.sharepoint.com
• If no sites load, this strongly indicates a permission or license issue
• If other sites load but not this one, the site was likely deleted or access was removed

2.Restore deleted files (if you are the admin):

If you cannot access the SharePoint site or its associated document library may have been deleted or temporary unavailable due to a service issue.

For reference:

"This site can't be reached" and ERR_INVALID_RESPONSE error when accessing a SharePoint site

Unable to access SharePoint Online

Note: If you are a user, contact your administrator to perform these steps. If your administrator can't find the site in the SharePoint admin center and there's no deletion log, the problem might not be caused by the site being deleted. It could be related to sync errors, permission changes, or a temporary outage. The best way to fix the problem is to report it to the appropriate team. I recommend that you try to create a support ticket from the Microsoft 365 admin center > Support > New Service Request.

You can raise a support ticket from: https://admin.microsoft.com/Adminportal/Home?#/support/requests

The support team there has more authority than us to investigate the issue in the background. They have more resources and an adequate escalation channel to handle these types of issues. This would be a more efficient way to manage your case.

For reference: Get Support | Microsoft Docs

I completely understand your frustration. Please note that I have escalated this issue to my supervisor. However, as a community moderator, my role is to provide guidance and simple solutions; I don't have the ability to directly influence or streamline the engineering team's problem-solving process. I appreciate your understanding in this matter.

I appreciate your patience and support and will update you as soon as they are available.

If you have any additional details or examples that can help me in my research, I appreciate it. Their input is invaluable.

Thank you again for your time and understanding. Have a nice day!

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There are several common reasons for the message “This site can’t be reached” when accessing a SharePoint site, and each has a specific fix.

1. Check if the SharePoint homepage was deleted

• If the homepage of the site was deleted, the browser (or Teams) can show ERR_INVALID_RESPONSE / “This site can’t be reached.”
• To fix this, either restore or recreate the homepage:

a. Restore the deleted homepage (if in recycle bin)

• Go to the site’s Recycle bin or Site collection recycle bin.
• Look for the deleted homepage (for example, a page in Site Pages like Home.aspx).
• Restore it.
• For detailed steps, see: Restore items in the recycle bin that were deleted from SharePoint or Teams.

b. Make an existing page the homepage

1. Go to the Site Pages library (for example: https://contoso.sharepoint.com/SitePages/Forms/ByAuthor.aspx).
2. Find the page that should be the new homepage.
3. Select the three vertical dots (…) next to that page.
4. Select Make homepage.

c. Create a new homepage

1. Go to the Site Pages library.
2. Select New > Site page.
3. Add the content needed on the page.
4. Select Save as draft > Publish.
5. Back in Site Pages, select the three vertical dots (…) for that page.
6. Select Make homepage.
7. Confirm that the subscription is still active

• If the error text includes DNS_PROBE_FINISHED_NXDOMAIN or a generic “site can’t be reached” and the site or OneDrive cannot be found at all, the Microsoft 365 subscription for SharePoint or OneDrive might have expired.
• If the subscription is expired, it must be reactivated. See Reactivate your subscription.

3. Flush local DNS cache (if subscription is active)

• If the subscription is active but the browser still shows “This site can’t be reached” with DNS-related errors, clear the local DNS cache:
  1. Select Start.
  2. Type cmd and open Command Prompt.
  3. Run: ipconfig /flushdns
  4. Press Enter.
• After this, try opening the SharePoint site again.

4. Check permissions if the site loads for others

• If others can access the site but this account cannot, there may be a permissions issue.
• A SharePoint admin should:
  1. Verify that this user has permission to the site or file using the standard SharePoint sharing/permissions options.
  2. If the user still gets “Access Denied” or “You need permission to access this site,” follow the dedicated Access Denied troubleshooting guidance.

5. If seeing 503 / “Server is busy” / “You are now in line to access this site”

• If the message is 503, Server is busy, or You are now in line to access this site, SharePoint Online may be throttling or experiencing a temporary service issue.
• In that case:
  • Do not keep manually refreshing; the waiting-room page automatically retries.
  • If multiple users are affected and the site is slow or intermittently unavailable, an admin should check the Service Health Dashboard in the Microsoft 365 admin center to see if there is an ongoing SharePoint or OneDrive incident.

6. Getting urgent customer service support

• For urgent, direct support with account, subscription, or tenant-level issues (for example, subscription expired, service down for the whole organization), contact Microsoft support using the official support channels, such as Microsoft technical support or the Customer Service phone numbers page.

If none of the above resolves the issue, collect the exact error text (including any code like ERR_INVALID_RESPONSE or DNS_PROBE_FINISHED_NXDOMAIN) and have an admin open a support case with Microsoft using the business support options.

References:

• "This site can't be reached" and ERR_INVALID_RESPONSE error when accessing a SharePoint site
• Unable to access SharePoint Online
• Error 'DNS_PROBE_FINISHED_NXDOMAIN' when accessing SharePoint or OneDrive
• I need to talk to someone!! - Microsoft Q&A
• SPEAK TO LIVE AGENT - Microsoft Q&A