Fixes or workarounds for recent issues in Outlook for Windows

Last updated: December 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

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.

Outlook issues affecting email messages, attachments, and features

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 accounts ending in @outlook.com, @hotmail.com, @live.com, or @msn.com.

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 to your upgraded Outlook.com account you may experience one or more of the following issues: email and calendar sync issues, missing or renamed folders, hidden folders becoming visible, issues searching for email or contacts, issues with autocomplete for contacts, as well as additional unintended recipients or attachments from other messages in that folder getting added to email replies.

If after migration you see any of these problems, please visit this article for workarounds.

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

ISSUE

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

STATUS: FIXED

This issue is now fixed. Note: If you setup two-step verification on your account you will need to create an App Password to add the account in Outlook.

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.

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.

This issue has been fixed in build 7369.2038. Please go to File > Office Account > Office Updates > Update Now, to install the update.

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.

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 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.

The Outlook team is working on a fix for this issue. In the meantime, please see this KB 3161084 for workarounds and more information.

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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In Office 2016 on Windows 10, open an Office app, and click File > Feedback.

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