Last updated: October 2016
For issues that are not covered on this page, we have multiple tools to help you automatically diagnose and fix a range of Outlook problems. Check out this article: Resolve Outlook for Windows issues with automated troubleshooting tools
Outlook crashes and slow performance
When opening an Office application, you may see the following error message:
"Microsoft Office cannot find your license for this application. A repair attempt was unsuccessful or cancelled. Microsoft Office will now close."
Important: This error appears if you have this Office 2016 build: 16.0.7167.2040. If you don’t have this specific version and you’re getting this error, or you’re getting a different error, we recommend you create a new post. To check your Office version, choose the Uninstall a program option in the Windows Control Panel, find your Office program in the list, and check the version number.
This licensing issue has been resolved in Office 2016 version 16.0.7167.2055 or later. To get the latest update, please run an online repair of Office 2016:
Restart your computer. Don’t open any Office applications when you’re back on your desktop.
Run an online repair of Office from the Control Panel.
Important: Please choose the Online Repair option instead of Quick Repair. If you run Quick Repair, the latest build version doesn’t get installed.
Restart the computer again and open the Office application.
Click File > Account, and verify the Office version under Office Updates in the Product Information section. It should be a newer version than 16.0.7167.2040.
If you’ve done the above step and you continue to get the same error message, please do the following:
Choose the Uninstall a program option in the Windows Control Panel, find your Office program, and check the Office version.
If the Office version isn’t 16.0.7167.2040, create a new post on Answers.microsoft.com with the error you’re getting along with the exact Office build version.
Outlook stops working or folders are missing or renamed when using Outlook.com in Outlook 2016 [WORKAROUND]
You might notice that when you use your Outlook.com account in Outlook 2016, Outlook 2016 might stop working and folders go missing or are renamed. You may also experience data sync issues with your Calendar or email.
We're investigating this issue and will update this page when this issue is fixed. As a workaround, remove your Outlook.com account in Outlook 2016 and add it again. Go to File > Account Settings > Account Settings > select your account and then select Remove. Then do the same steps and select New and enter your Name, Email, and Password to add the account back.
When you open Outlook, it might freeze if your Windows display is set to 125%.
This issue has been fixed in build 16.0.7369.2024 or later. To update Office, go to File > Account > Update Options >Update Now.
When you Setup Apple iCloud to synch Contacts, Calendars and Tasks with Outlook 2016 and then choose Apply, iCloud may crash. This issue is now fixed. Please update to the latest version by going to File > Account > Update Options >Update Now.
If Outlook stops responding at a screen that says "Processing," you can close Outlook, start it in safe mode, then close it and open it normally to fix the problem.
2.Launch Outlook in safe mode by choosing one of the following options:
In Windows 10, choose Start, type Outlook.exe /safe, and press Enter.
In Windows 7, choose Start, and in the Search programs and files box, type Outlook /safe, and then press Enter.
◦In Windows 8, on the Apps menu, choose Run, type Outlook /safe, and then choose OK.
Close Outlook, and then open it normally.
When you search using the Advanced Find tool, Outlook 2016 might crash.
This issue has fixed in Office version 16.0.7167.2047 or later. To update Office, go to File > Account > Update Options >Update Now.
If you have Outlook 2013 Click-to-Run installed, you may notice that Mail in Control Panel doesn't open when you double-click it to add or edit accounts.
This issue has been resolved. Please make sure that your Office 2013 Click-to-Run installation is at version 15.0.4841.1001 or later. To learn more about this issue and how to install the update, see this article.
Outlook issues affecting email messages, attachments, and features
When opening Outlook, you might get the following error:
"Your mailbox has been temporarily moved to Microsoft Exchange server. A temporary mailbox exists, but might not have all of your previous data. You can connect to the temporary mailbox or work offline with all of your old data. If you choose to work with your old data, you cannot send or receive e-mail messages."
Important: DO NOT choose to connect to the temporary mailbox. This MAY cause data loss.
We're working to resolve this issue and will update this page when a fix is released. In the meantime, please use the following workaround:
Your email attachments might get deleted after you send your email, and the filename appears to the recipients as ATT<XXXXXX>, where <XXXXXX> is an arbitrary number sequence. This happens if you have added a digital signature to your message, but turn it off when sending your email.
We're investigating this issue and will update this page when a fix or workaround is available.
When you search in a Public Folder that you've added to your favorites in Outlook 2016, no search results are returned or you may not see content in the Public Folder at all.
We're investigating this issue and will update this article when we have more info. To workaround this issue in the meantime, turn off cashed public folder favorite, by going to File > Account Settings > Account Settings > select your Microsoft Exchange account > Change > More Settings > Advanced > clear the Download Public Folder Favorites checkbox.
You can also remove public folders from your favorites. For more information, see this article: KB 3169741: No search results in public folder favorites in Outlook 2016.
You may notice that images in Outlook 2013 or Outlook 2010 meeting invites are missing. This issue happens when a meeting invite is sent from Outlook 2016 and received in Outlook 2013 or Outlook 2010.
The fix for this issue has been released in version 16.0.7167.2060. To update Office, go to File > Account > Update Options >Update Now.
After the Windows 10 Anniversary update, you may not be able to drag and drop emails, tasks or attachments in all Outlook versions, such as 2010, 2013 or 2016. You might also experience this issue in Thunderbird.
Our team is actively working on this issue and have scheduled a fix for mid- December. We'll update this page as soon as the fix is released.
You may not be able to preview an image in Outlook 2016, if the image doesn’t have the right metadata. This includes a subset of JPG images and image attachments that are PNG, GIF, TIFF and BMP.
This issue has been resolved. Please install update 16.0.7369.2024 by going to File > Office Account > Update Options >Update Now.
You might notice that the folder pane in Outlook has disappeared. The Outlook team is aware of this issue and actively investigating to release a fix.
This issue is fixed in the recent Outlook 2016 build 16.0.7167.2040. To get the update immediately, open any Office 2016 app and choose File > Account > Update Options > Update Now.
If you're connected to an Exchange 2013 server, you might be prompted to enter your user name and password in Outlook, even though you're logged in to your computer with your network credentials and Outlook should silently log you in.
We apologize for any inconvenience this issue has caused and want to let you know that a fix has been released. Please install the latest updates to resolve this issue. To update Office, go to File > Account > Update Options > Update Now.
You might notice that images in your email signature are displayed as a gray box (shown below) when you're writing an email or replying to a message.
We're working to identify the root cause and will update this article when we have more information. Please note that the images only show as gray boxes when you're writing an email, and appear as expected to the recipients after you send the email.
In Outlook 2016 version 16.0.6769.2017, or a later version Click-to-Run installation, you may experience the following symptoms:
New email messages are not received in Outlook.
When you send an email message, it does not send and stays in the Outbox.
When you try to configure a new Outlook profile with an IMAP account, you receive the following error message: Internal MAPI error: The profile does not contain the requested service. Contact your administrator.
The Outlook team is working on a fix for this issue. In the meantime, please see this KB 3161084 for workarounds and more information.
When searching messages using Advanced Find, you received an error message "Outlook cannot perform your search" [WORKAROUND]
In Outlook 2016, when you search messages by using Advanced Find in frequently-used text fields, you may receive the following error message:
Outlook cannot perform your search. Outlook cannot display this view. Out of memory or system resources. Close some windows or program and try again.
We are actively working on this issue to release a fix. In the meantime, please see this article for workarounds and more information.
Automated troubleshooting tools
OffCAT diagnoses multitude issues, such as crashes, hangs, configuration issues, etc., and helps you detect problems with your Office programs or the Office programs on other computers you support (for example, in a Help Desk environment).
A tool available to Office 365 for business subscribers, the Support and Recovery Assistant for Office 365 will run a series of diagnostic tests on your computer and help you set up a new profile, or resolve other issues. If any of the tests fails, it will provide suggested solutions to get your problem solved.
Note: Support and Recovery Assistant for Office 365 is currently only available to customers with an Office 365 for business subscription, such as Business Essentials, Business Premium, E1, E3, E5 and customers who have Exchange Online.
CalCheck checks your Outlook calendar or general settings for problems, such as permissions, free/busy publishing, delegate configuration, and automatic booking. It also checks each item in your calendar folder for known problems that can cause unexpected behavior, such as meetings that seem to be missing.
Need more help?
Talk to support.
Provide feedback in Office app
In Office 2016 on Windows 10, open an Office app, and click File > Feedback.
Have a feature request?
We love reading your suggestions on new features and feedback about how you use our products! Share your thoughts on the Outlook UserVoice site. We’re listening.