This article discusses troubleshooting steps that can help resolve issues when you receive an “Outlook not responding” error, or Outlook hangs or freezes when opening, opening a file or sending mail.
Problems with Outlook hanging, freezing or not responding may occur for one or more of the following reasons:
- This issue can occur if you have not installed the latest updates.
- Outlook may be in use by another process.
- A previously installed add-in may be interfering with Outlook.
- Your mailbox may be too large.
- You may need to repair your Office 2010 programs.
- Outlook data files may have become corrupt, or damaged.
- Antivirus software may be outdated, or conflicting with Outlook.
- Your user profile may have become corrupt.
- Another program may be conflicting with Outlook.
Resolution
Follow the provided methods in this article in order. If you have previously tried one of these methods and it did not help, go to another method quickly from this list:
Method 1: Install the latest updates
Click here to show information on how to install latest 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 Installing any important, recommended, and optional updates can often correct problems by replacing out-of-date files and fixing vulnerabilities.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 Office updates, click the link specific to your version of Windows and follow the steps in that article:
Install Windows updates in Windows 7
(http://windows.microsoft.com/en-US/windows7/Install-Windows-updates)
Install Windows updates in Windows Vista
(http://windows.microsoft.com/en-US/windows-vista/Install-Windows-updates)
Install Windows updates in Windows XP
(http://windows.microsoft.com/en-US/windows-xp/help/setup/set-up-automatic-updates)
If installing the latest Office updates did not resolve your issue, continue to method 2.
Method 2: Check to make sure Outlook is not in use by another process
Click here to show information on how to make sure Outlook is not in use by another process.
Performance may be reduced if you use the Outlook AutoArchive feature or sync to Outlook with a mobile device, because these processes may use a large amount of resources.
If Outlook is in use by another process, this information will be displayed in the horizontal status bar at the bottom of the screen. If you try to perform other actions while Outlook is in use, Outlook may not respond. Let the task in process finish its job before attempting other actions.
If Outlook is not in use by another process, continue to method 3.
Method 3: Investigate possible issues with add-ins
Click here to show information on how to look for add-in issues.
While add-ins can enhance your experience, they can occasionally interfere or conflict with Outlook. Try starting Outlook without add-ins to see if the problem goes away. Here’s how:
- Do one of the following:
If you are running Windows XP, click Start, and then click Run.
If you are running Windows Vista or Windows 7, click Start. - Type Outlook /safe, and then click OK.
- If the issue is resolved, on the File menu, click Options, and then click Add-Ins.
- Select COM Add-ins, and then click Go.
- Click to clear all the check boxes in the list, and then click OK.
- Restart Outlook.
If the issue does not occur, start adding the add-ins one at a time until the issue occurs. This will allow you to figure out which add-in is causing the problem.
If disabling add-ins did not resolve your issue, continue to method 4.
Method 4: Check to see if your mailbox is oversized
Click here to show information on how to decrease your mailbox size.
As your mailbox size increases, more resources are needed to open each folder. If you have a large number of items in any single folder, you may experience performance issues during certain operations. We recommend moving several items in your larger folders to separate folders, or archive them using the AutoArchive feature.
Here’s how to create a folder:- On the Folder tab, in the New group, click New Folder.
- In the Name box, enter a name for the folder.
- In the Select where to place the folder list, click the location for the new folder. The new folder will become a sub folder of the folder you select.
- Click OK.
To manage your mailbox using the AutoArchive feature, see
AutoArchive settings explained
(http://office.microsoft.com/en-us/outlook-help/autoarchive-settings-explained-HA010362337.aspx)
.
For more information about managing your Outlook mailbox, see
Reduce the size of Outlook Data Files (.pst and .ost)
(http://office.microsoft.com/en-us/outlook-help/reduce-the-size-of-outlook-data-files-pst-and-ost-HA010356311.aspx)
.
If reducing the size of your mailbox did not resolve your issue, continue to method 5.
Method 5: Repair your Office 2010 programs
Click here to show information on how you can repair Office 2010 programs.
Repairing your Office 2010 programs can resolve issues with Outlook not responding, hanging, or freezing by automatically repairing errors in the file.
- Quit any Microsoft Office programs that are running.
- Open Control Panel, and then open Add or Remove Programs (if you are running Windows XP) or Programs and Features (if you are running Windows Vista or Windows 7).
- In the list of installed programs, right-click Microsoft Office 2010, and then click Repair.
NOTE: If you are using Office Click-to-Run, please see the following Microsoft Office article and follow the steps to Repair Office Click-to-Run:
Update, repair, or uninstall Office Click-to-Run products
(http://office.microsoft.com/en-us/excel-help/update-repair-or-uninstall-office-click-to-run-products-HA010382089.aspx?CTT=1#_Toc272139012)
If repairing your Office programs did not resolve your issue, continue to method 6.
Method 6: Repair your Outlook Data files
Click here to show information on how to repair your Outlook data file.
When you install Outlook 2010, an Inbox repair tool (scanpst.exe) is also installed on your PC. The Inbox repair tool can resolve issues by scanning your Outlook data files, and repairing errors. To use the Inbox repair tool, exit Outlook, and then click the link below to follow the steps in the article:
Repair Outlook Data Files (.pst and .ost)
(http://office.microsoft.com/en-us/outlook-help/repair-outlook-data-files-pst-and-ost-HA010354964.aspx?CTT=1)
If repairing your Outlook Data files did not resolve your issue, continue to method 7.
Method 7: Check to see if your antivirus software is up-to-date or conflicting with Outlook
Click here to show information on how you can check for conflicts or if the antivirus is up-to-date.
If your antivirus software is not up-to-date, Outlook may not function properly.
To check whether your antivirus software is up-to-dateTo keep up with new viruses that are created, antivirus software vendors periodically provide updates that you can download from the Internet. Download the latest updates by visiting your antivirus software vendor’s website.
For a list of antivirus software vendors, see
Consumer security software providers
(http://www.microsoft.com/windows/antivirus-partners/windows-7.aspx)
To check whether antivirus software is conflicting with OutlookIf your antivirus software includes integration with Outlook, you may experience performance issues. In this case, you can disable all Outlook integration within the antivirus software. Or, you can disable any antivirus software add-ins that are installed in Outlook.
Important: Changing your antivirus settings may make your PC vulnerable to viral, fraudulent, or malicious attacks. Microsoft does not recommend that you attempt to change your antivirus settings. Use this workaround at your own risk.
You may have to contact your antivirus software vendor to determine how to configure software to exclude any integration with Outlook or to exclude scanning in Outlook.
If updating you antivirus software, and excluding it from integrating with Outlook did not resolve your issue, continue to method 8.
Note: Additionally, if you plan to perform file-level virus scanning of .pst, .ost, Offline Address Book (.oab) or other Outlook files while Outlook is in use, read the following Microsoft TechNet Library article:
Plan antivirus scanning for Outlook 2010
Method 8: Create a new user profile in Outlook
Click here for information on how to create a new user profile.
- Open Mail items by clicking the Start button, clicking Control Panel, clicking Programs, clicking User Accounts, and then clicking Mail.
- Click Show Profiles.
- Select the profile that you want to remove, and then click Remove.
- Click Add.
- In the Profile Name box, type a name for the profile.
- Specify the user name, the primary SMTP address, and the password, and then click Next.
- You may receive the following prompt:
Allow this website to configure alias@domain server settings?
In this prompt, click to select the Don’t ask me about this again checkbox, and then click Allow.
If creating a new user profile in Outlook did not resolve your issue, continue to the
Advanced Troubleshooting section.
Advanced Troubleshooting
This section is intended for more advanced computer users. Two methods are presented that might help to resolve your issue. If you are not comfortable with advanced troubleshooting, go to the
More Information section.
Method 1: Perform a Selective Startup to determine if another program is conflicting with Outlook
Click here to show information on how to perform a selective startup.
When you start Windows normally, several applications and services start automatically and then run in the background. These applications and services can interfere with other software on your PC. Performing a Selective Startup or “clean boot” can help you identify problems with conflicting applications. To perform a Selective Startup, click the link specific to your version of Windows and follow the steps in the article:
Windows 7
Run Selective Startup using System Configuration
(http://windows.microsoft.com/en-US/windows7/Run-Selective-Startup-using-System-Configuration)
Windows Vista
Run Selective Startup using System Configuration
(http://windows.microsoft.com/en-US/windows-vista/Run-Selective-Startup-using-System-Configuration)
Windows XP
How to configure Windows XP to start in a "clean boot" state
(http://support.microsoft.com/kb/310353)
If performing a Selective Startup does not resolve your issue, continue to method 2.
Method 2: Create a new Windows user profile
Click here to show information on how to create a new Windows user profile.
Occasionally, Windows might not read your user profile correctly. To determine if this issue is caused by a corrupt user profile, click the link specific to your version of Windows and follow the steps in the article:
Windows 7
Fix a corrupted user profile
(http://windows.microsoft.com/en-US/Windows7/Fix-a-corrupted-user-profile)
Windows Vista
Fix a corrupted user profile
(http://windows.microsoft.com/en-US/Windows-vista/Fix-a-corrupted-user-profile)
Windows XP
How to create and configure user accounts in Windows XP
(http://support.microsoft.com/kb/279783)
If the previous methods did not resolve your issue, continue to the
More Information section.
If the information in this knowledge base article did not help resolve your issue in Outlook 2010, select one of the following options:
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