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Last Updated: May 20, 2024


When a sender recalls a message and the recipient receives the recall notification, if they click the recall notification, an error occurs: 

“The custom form cannot be opened. Outlook will use an Outlook form instead.” 

The sender may not receive the failure of the message recall. The recipient receives the original email as well as the recall email which does not open in the preview pane. If the recipient double clicks on the recall email an error occurs "The custom form cannot be opened. Outlook will use an Outlook form instead". The recipient continues to see both emails and the sender does not get any update on it.  

For this issue to occur, Cloud base Message Recall must be disabled so the Outlook Desktop client is using legacy Recall Message. 

This issue impacts users after updating to the February security updates, CVE-2024-21378 - Security Update Guide - Microsoft - Microsoft Outlook Remote Code Execution Vulnerability.


This issue is fixed in the following builds, released in the April 9th Public Updates. Outlook 2016 was fixed in the May 7th Public Updates.

Beta Channel – Beta 17506.15010
Current Channel - Version 2403 Build 17425.20052
Monthly Enterprise Channel – Version 2401 Build 17231.20304
Monthly Enterprise Channel – Version 2402 Build 17328.20234
Semi-Annual Enterprise Channel (Preview) - Version 2403 Build 17425.20052
Semi Annual Channel – Version 2308 Build 16731.20634
Semi Annual Channel - Version 2302 Build 16130.20956
Office LTSC 2021 - Version 2108 14332.20676
Office LTSC 2019 - Version 1808 Build 10409.20027
Outlook 2016 - 5445.1000

To work around the issue use Recall Message from OWA or New Outlook, Recall or replace an email message that you sent in Outlook for Windows.

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See Also

Fixes or workarounds for recent issues in Outlook for PC

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