How to troubleshoot issues in which Outlook crashes or stops responding (hangs) when it's used with Office 365

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Article ID: 2413813 - View products that this article applies to.
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INTRODUCTION

This article describes how to troubleshoot the following kinds of issues in Microsoft Outlook 2013, Microsoft Outlook 2010, or Microsoft Office Outlook 2007 when Outlook is used with Office 365:  
  • Outlook stops responding (hangs).
  • Outlook crashes even though you aren't actively using it.
  • Outlook crashes when you start it.

PROCEDURE

To help troubleshoot Outlook issues in an Office 365 environment, follow these steps.

Outlook 2013 and Outlook 2010

Step 1: Investigate possible issues with add-ins
  1. Do one of the following:
    • If you're running Windows XP, click Start, and then click Run.
    • If you're running Windows Vista or Windows 7, click Start.
  2. Type Outlook /safe, and then click OK.
  3. If the issue is fixed, on the File menu, click Options, and then click Add-Ins.
  4. Select COM Add-ins, and then click Go.
  5. Click to clear all the check boxes in the list, and then click OK.
  6. Restart Outlook. If the issue doesn't occur, start adding the add-ins one at a time until the issue occurs.
Step 2: Run Outlook Diagnostics
  1. Open Control Panel, and then open Add or Remove Programs (if you're running Windows XP) or Programs and Features (if you're running Windows Vista or Windows 7).
  2. In the list of installed programs, right-click the entry for your Office installation, and then click Repair.
Step 3: Create a new user profile
  1. Open Control Panel, and then click the Mail item.
  2. Click Show Profiles.
  3. Select the profile that you want to remove, and then click Remove.
  4. Click Add.
  5. In the Profile Name box, type a name for the profile.
  6. Specify the user name, the primary SMTP address, and the password. Then, click Next.
  7. You may receive the following message:
    Allow this website to configure alias@domain server settings?
    In this message, click to select the Don't ask me about this website again check box, and then click Allow.
  8. When you're prompted, enter your logon credentials, and then click OK.
  9. When set up is finished, click Finish.

Outlook 2007

Step 1: Investigate possible issues with add-ins
  1. Do one of the following:
    • If you're running Windows XP, click Start, and then click Run.
    • If you're running Windows Vista or Windows 7, click Start.
  2. Type Outlook /safe, and then click OK.
  3. If the issue is resolved, on the Tools menu, click Trust Center, and then click Add-ins.
  4. Select COM Add-ins, and then click Go.
  5. Click to clear all the check boxes in the list, and then click OK.
  6. Restart Outlook. If the issue doesn't occur, start adding the add-ins one at a time until the issue occurs.
Step 2: Run Outlook Diagnostics
  1. Start Outlook 2007.
  2. Click Help, and then click Office Diagnostics.
  3. Click Continue, and then click Run Diagnostics.
  4. If an issue is identified, Office Diagnostics may be able to repair the issue.
Step 3: Create a new user profile
  1. Open Control Panel, and then click the Mail item.
  2. Click Show Profiles.
  3. Select the profile that you want to remove, and then click Remove.
  4. Click Add.
  5. In the Profile Name box, type a name for the profile.
  6. Specify the user name, the primary SMTP address, and a password. Then, click Next.
  7. You may receive the following message:
    Allow this website to configure alias>@<domain> server settings?
    In this message, click to select the Don't ask me about this website again check box, and then click Allow.
  8. When you're prompted, enter your logon credentials, and then click OK.
  9. When set up is finished, click Finish.

Troubleshoot Outlook profiles by using Microsoft Outlook Configuration Analyzer Tool (OCAT)

You can also use OCAT to troubleshoot Outlook issues. For more info about OCAT, see the following Microsoft Knowledge Base article:
2659007 Outlook Configuration Analyzer Tool information

MORE INFORMATION

For more info about command-line switches that are used together with Outlook 2013, go to the following Microsoft website:
Command-line switches for Outlook 2013
For more info about command-line switches that are used together with Outlook 2010, go to the following Microsoft website:
Command-line switches for Outlook 2010
For more info about command-line switches that are used together with Outlook 2007, go to the following Microsoft website:
Command-line switches for Microsoft Office Outlook 2007
Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2413813 - Last Review: January 24, 2014 - Revision: 26.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for small businesses  (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Exchange Online
Keywords: 
o365 o365a o365e o365p o365022013 after upgrade o365062011 pre-upgrade o365m KB2413813

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