Fixes or workarounds for recent issues in Outlook for Windows

Last updated: February 2017

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

Important Announcement

ACTION REQUIRED: Reconnect Outlook 2016 or Outlook 2013 to Outlook.com for uninterrupted email access

Earlier this year we introduced the new Outlook.com, which helps you focus on what matters, collaborate effortlessly, and get more done. As part of the upgrade, we are also moving accounts to a more secure and reliable infrastructure. The upgrade impacts all Outlook, Hotmail, Live, or MSN email accounts.

Once your Outlook.com account has been upgraded, you’ll need to reconnect Outlook 2016 or Outlook 2013 to your Outlook.com account to ensure the best experience and fix issues. To check if your account has been upgraded, login to your account through a web browser and compare your mailbox with the images below.

Mailbox Pre-Upgrade

Outlook.com menu bar

Mailbox Post-Upgrade

Outlook Mail menu bar

If you do not reconnect your upgraded email account, you will soon no longer be able to send or receive Outlook.com emails via your desktop version of Outlook 2016 and 2013 until you reconnect. Additionally, by not reconnecting, you may experience email and calendar sync issues that will be resolved once you reconnect. You will still be able to send and receive emails via the web on www.Outlook.com.

For detailed instructions and help on how to reconnect your account, please visit this article.

Note: This change only affects any Outlook.com accounts you are accessing via Outlook 2016 or Outlook 2013. You do not need to reconnect to your other email accounts, such as Office 365, Exchange, or other third party email accounts. You can also continue to send, receive, and access email from your Outlook.com account on the web via any popular web browser.

Outlook issues after connecting Outlook to Outlook.com

Last updated: January 9, 2017

ISSUE

When connecting your Outlook.com account to Outlook 2016 or Outlook 2013, you are prompted to log-in multiple times.

STATUS: WORKAROUND

If you setup two-step verification on your account you will need to create an App Password to add the account in Outlook.

ISSUE

When adding Outlook.com account either automatically or manually, Outlook 2016 or Outlook 2013 crashes.

WORKAROUND

We are actively working on a fix. In the meantime, you can add your account using the Control Panel Mail Applet:

  1. Go to the Control Panel.

    • Windows 10: Click on the Windows Search Bar and type "Control Panel".

    • Windows 8 or 8.1: Type Win+X, then click Control Panel.

    • Windows 7, Vista, or XP: Start > Control Panel.

  2. In the Search box at the top of the window, type "Mail" and click on the Mail icon.

  3. Choose Show Profiles... > Properties.

    Mail Setup - Outlook dialog box that is accessed through Mail settings in the Control Panel

  4. Click Email Accounts... and then in the Account Settings dialog box, click New...

  5. Choose E-mail Account, and then enter your name.

    The Add Account dialog box

  6. Enter the address and password of the email account that you want to add.

  7. Retype your password, and choose Next.

  8. When you see Congratulations! in the window, choose Finish.

ISSUE

After connecting to Outlook for Windows (Outlook 2016, 2013, 2010 versions) to your Outlook.com email account, your may experience the following:

  • Your email account name shows up as outlook_[long series of letters and numbers]@outlook.com in the Folder Pane and when composing emails using Outlook for Windows.

  • Recipients will also receive the email from the sender with the outlook_[long series of letters and numbers]@outlook.com format.

  • When recipients reply to the email, the email bounces and you may receive the message “Undeliverable message when you send Internet mail in Outlook.”

This issue only impacts customers using Outlook for Windows. Emails sent via Outlook.com on the web works correctly and emails will be sent with the correct email address.

WORKAROUND

This issue occurs for users with multiple account aliases. We are actively working on a fix. In the meantime, to fix this issue, please do the following:

  1. Go to https://account.live.com/names/Manage and sign in to your Outlook.com account.

  2. Set your Outlook.com email as the primary alias.

  3. Remove any old non-Microsoft account listed as primary alias that you are not using.

  4. In Outlook for Windows, remove and re-add the account. See the steps in this article: Add your Outlook.com account in Outlook for Windows

Last updated: January 24, 2017

ISSUE

When sending email to a Contact Group in Outlook, Outlook displays an error “An unexpected error has occurred."

Outlook error "An unexpected error has occured."

STATUS: WORKAROUND

We are actively investigating this issue. As a workaround, you can click the + icon to expand the Contact Group and then send the email.

Last updated: January 24, 2017

ISSUE

When sending email to any contacts from your address book in Outlook, some recipients receive a winmail.dat file attachment that shows up in some clients such as Gmail and Yahoo web mail. In Outlook, the attachment icon is displayed but no attachment shown.

Outlook attachment icon

STATUS: INVESTIGATING

We are currently investigating this issue. This issue does not occur when sending emails from Outlook.com on the web or using Outlook app for Windows mobile or iOS.

Last updated: January 24, 2017

ISSUE

Contacts stored in Outlook with Outlook.com connected accounts lose their information entered in the Company name field after syncing to server.

STATUS: INVESTIGATING

We are currently investigating this issue and will provide an update as soon a fix is in place.

Last updated: January 24, 2017

ISSUE

When replying to an email with multiple recipients, your email address gets added to the To line.

STATUS: WORKAROUND

We are currently working on fixing this issue. In the meantime, please manually delete the added email address entry before clicking the Send button. We understand this is an inconvenience but we will provide an update as soon as the fix has been released.

Last updated: January 24, 2017

ISSUE

If you have multiple email accounts connected in Outlook, the Outlook.com account always becomes the default sending "from" account when replying or forwarding from another non-Outlook account (such as Gmail or Yahoo).

STATUS: WORKAROUND

We are investigating a solution for a future update. In the meantime, you can use the following workarounds:

Workaround #1:

Manually change the From drop down filed to the other account. In the message window, above the To button, click From, and choose the account you want to use.

Workaround #2:

Add an empty data file and make it the default.

Note: If you use this workaround and are using another account other than the Outlook.com account, creating new items like Calendar, Contacts, and Tasks will get created in the new Data File. However, if you are using the Outlook.com account, those items will get created in the Outlook.com accounts respective folder.

  1. In Outlook, click the File tab.

  2. In the right pane, click Account Settings, and then click Account Settings.

    Options available when you choose account settings in Outlook
  3. Click the Data Files tab and then click Add, and choose Outlook Data File (.pst).

  4. In the File name field, name the Outlook Data File (.pst) or leave the default name and click OK.

  5. On the same Data Files tab, choose the new Outlook Data File (.pst) and click Set as Default.

  6. Close and then restart Outlook.

When Outlook opens back up, you will see the new account Data File listed like your other accounts.  In the left Folder Pane, you can drag the Data File below your other email accounts to get it out of the way.

Last updated: February 8, 2017

ISSUE

If Outlook is connected to a primary Outlook.com account that is also connected to other secondary non-Microsoft accounts (such as Gmail, Yahoo, etc.), when sending an email in Outlook, you are not able to choose the other secondary connected account as the "From" sending account.

If you manually type in the secondary connected account email address in the "From" field, the email is sent as "On behalf of" your primary Outlook.com account.

STATUS: WORKAROUND

Outlook supports sending from a secondary connected account for Microsoft owned domains such as @outlook.com, @live.com, @hotmail.com but has not implemented this functionality for third-party domains.

The Outlook team is listening to your feedback and investigating adding this functionality to future updates. Please vote up the request and add any feedback on UserVoice: Option to make Microsoft Outlook 2016 work with Outlook.com connected. In the meantime, please use the following workaround:

WORKAROUND

You can also add the secondary connected accounts (Gmail, Yahoo, etc.) in Outlook.com as additional accounts in the Outlook profile.

  1. In Outlook, choose the File tab.

    Screenshot of left section of Outlook ribbon with File selected
  2. Under Account Information, choose Add Account.

    Add Account command in the Backstage view
  3. On the Auto Account Setup page, enter your name, email address, and password, and then choose Next.

    Note: If you receive an error message after choosing Next, double check your email address and password. If both are correct, see the next section.

  4. Choose Finish.

For more information, please see Outlook email setup.

Last updated: January 24, 2017

ISSUE

When connecting in Outlook as an Exchange account, you are unable to configure your personal custom domain email account.

WORKAROUND

  1. Add a CNAME record to your DNS settings at your domain registrar. A CNAME record is needed for Outlook to configure the account using Autodiscover. The only record you need to add is for Host Autodiscover.

    Record type

    Host

    Points to

    TTL

    CNAME (Alias)

    autodiscover

    autodiscover.outlook.com

    1 hour

  2. Verify your MX record is still configured for Hotmail. An MX record ensures you can receive email from other people.

    When you originally setup your Domain settings for Outlook.com an MX record was added to your DNS settings. This record has some unique numbers and/or letters followed by *.pamx1.hotmail.com and it needs to be preserved. You can confirm the MX record is still configured properly by looking up your domain at https://mxtoolbox.com. This record should be listed before any other MX records for this domain. For example, this is what it should look like on https://mxtoolbox.com:

    Pref

    Hostname

    IP Address

    TTL

    10

    123456789.pamx1.hotmail.com

    65.54.188.109

    60 min

    Backlist Check

    SMTP Test

Outlook crashes and slow performance

ISSUE

When adding Outlook.com account either automatically or manually, Outlook 2016 or Outlook 2013 crashes.

WORKAROUND

We are actively working on a fix. In the meantime, you can add your account using the Control Panel Mail Applet:

  1. Go to the Control Panel.

    • Windows 10: Click on the Windows Search Bar and type "Control Panel".

    • Windows 8 or 8.1: Type Win+X, then click Control Panel.

    • Windows 7, Vista, or XP: Start > Control Panel.

  2. In the Search box at the top of the window, type "Mail" and click on the Mail icon.

  3. Choose Show Profiles... > Properties.

    Mail Setup - Outlook dialog box that is accessed through Mail settings in the Control Panel

  4. Click Email Accounts... and then in the Account Settings dialog box, click New...

  5. Choose E-mail Account, and then enter your name.

    The Add Account dialog box

  6. Enter the address and password of the email account that you want to add.

  7. Retype your password, and choose Next.

  8. When you see Congratulations! in the window, choose Finish.

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.

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.

  1. Close Outlook.

  2. 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.

  3. Close Outlook, and then open it normally.

Other Outlook issues affecting email messages, attachments, and features

An issue was included in a recent build of Office which affects customers typing Japanese, Korean or Chinese characters using IME (Input Method Editor).

In Word 2016 or Outlook 2016, builds 16.0.7369.2024 or later, when typing East Asian characters, you may notice the focus suddenly switch to a small dialog box in the upper right corner, and you can't continue editing your document or email message.

This is now fixed in build 16.0.7369.2054, released on 11/2. To get the latest updates, click File > Account > Update Options > Update Now.

ISSUE

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.

WORKAROUND

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.

Note: You might need to back up your data files before you follow the steps below. See: Export or backup email, contacts, and calendar to an Outlook .pst file.

  1. Create a new Outlook profile in Online Mode. Choose Prompt for a profile to be used, when you’re setting up the new profile.

  2. Open Outlook and choose the new profile.

  3. Change Account Settings to use Exchange Cached Mode, then restart Outlook.

For additional information, see this KB 3197025.

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.

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.

This issue is fixed in the new Windows update that has been released. Please see this page for more information: December 13, 2016—KB3206632 (OS Build 14393.576).

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.

Outlook placeholder image in HTML signatures

This issue is fixed in build 16.0.7466.2038. Please go to File > Office Account > Update Options > Update Now, to install the fix.

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.

This issue is now fixed in version 16.0.7571.2072 or later. To get the update immediately, open any Office 2016 app and choose File > Account > Update Options > Update Now

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.

This issue is fixed in build 16.0.7167.2040 and higher. To get the update immediately, open any Office 2016 app and choose File > Account > Update Options > Update Now.

Automated troubleshooting tools

Office Configuration Analyzer Tool 2.2 (OffCAT)

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).

Support and Recovery Assistant

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 for use by Office 365 customers.

Calendar Checking Tool for Outlook (CalCheck)

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.

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