Troubleshooting mail and calendar issues

Are you having problems with Outlook? Answer a few quick questions so we can help you get back to sending and receiving email.

Does Outlook stop running or refuse to start?

If you can't open Outlook, or Outlook disappears or crashes, one of your add-ins may be to blame or you may need to update Outlook.

Check for updates

You might need to set Windows Update to automatically download and install recommended updates. Installing any important, recommended, and optional updates can often correct problems by replacing out-of-date files and fixing vulnerabilities. To install the latest Windows and Office updates, click the link below.

Keep Windows up to date with the latest Updates

Did that work? Great. If not, you can contact support.

Start Outlook in safe mode

You can start Outlook in safe mode, disable your add-ins, and then try to open Outlook normally.

1. Do one of the following:
   
   If you are running Windows 7, click Start.
   If you are running Windows 8, click Run from the Apps menu.
   

2. Type Outlook /safe, in the Search programs and files (Windows 7) or Run window (Windows 8) and then click OK.

3. Close and re-open Outlook.

4. If the issue is resolved, you can keep working, or if you have time, take the following steps to find out what COM Add-in is causing the problem.

   1. Open the File menu, click Options, then click Add-ins.

   2. Select COM Add-ins and click Go.

   3. Clear all the check boxes in the list to disable the Add-ins and click OK.

   4. Restart Outlook.

   5. If the issue does not occur, go back to the COM Add-ins screen and enable them one at a time until the error occurs. (Be sure to close and restart Outlook after each Add-in is enabled.)

Did that work? Great. If not, you can contact support.

Is Outlook frozen?

If you can't choose any of the menu options, type inside an email message, calendar event, or contact, Outlook may have frozen. There are three steps you can take to try to get Outlook working again.

Check for other Outlook processes running

Occasionally, Outlook tries to run a process in the background. Auto-archive, sending and receiving a very large attachment, or running some of the other mailbox tools can all be done in the background. Check the status bar at the bottom of the screen to see if another process is running. If so, wait a short time (usually two or three minutes) to see if Outlook starts working again.

Did that work? Great. If not, you can contact support.

Do you see the message "This set of folders could not be opened"?

If you can't open a particular set of folders, you can try to repair your personal folders file or create a new profile.

Create a new profile

Steps to create a new profile.

Did that work? Great. If not, you can contact support.

Repair your .pst file

Steps to repair your .pst file.

Did that work? Great. If not, you can contact support.