- Outlook stops responding (hangs).
- Outlook crashes even though you aren't actively using it.
- Outlook crashes when you start it.
Step 1: Investigate possible issues caused by add-ins
- Exit Outlook.
- Open a Run dialog box. To do this, use one of the following procedures, as appropriate to your version of Windows:
- If you're running Windows 10, Windows 8.1, or Windows 8, press the Windows logo key+R.
- If you're running Windows 7, click Start, type Run in the Search box, and then click Run.
- Type Outlook /safe, and then click OK.
- If the issue is fixed, click Options on the File menu, 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 doesn't occur, start adding the add-ins one at a time until the issue occurs.
Step 2: Repair Office
- Open Control Panel, and then click Uninstall a program.
- In the list of installed programs, right-click the entry for your Office installation, and then click Change, and then click Online Repair.
Step 3: Run Outlook Diagnostics
Note You must have an O365 account to run this diagnostic.
To diagnose and fix Outlook connectivity issues, install the Office 365 Support and Recovery Assistant (SaRA). Then, follow these steps:
- Run SaRA.
- On the first screen, select Outlook, and then click Next.
- Select any of the following options, as appropriate, and then click Next:
- Outlook won't start
- Outlook keeps hanging or freezing
- Outlook keeps crashing with a message "Microsoft Outlook has stopped working."
SaRA runs some diagnostic checks, and returns some possible solutions for you to use to address the Outlook connectivity issues.
Step 4: Create a new Outlook profile
- Open Control Panel, and then click Mail.
- Click Show Profiles.
- Select the profile that you want to remove, and then click Remove.
Removing the profile also removes associated data files. If you're not sure whether the data files are backed up or stored on a server, do not remove the profile. Instead, go to step 4.
- Click Add.
- In the Profile Name box, type a name for the new profile.
- Specify the user name, the primary SMTP address, and the password. Then, click Next.
- You may receive the following message: In this message, click to select the Don't ask me about this website again check box, and then click Allow.
- When you're prompted, enter your logon credentials, and then click OK.
- When Setup is finished, click Finish.
Step 5: Run SaRA Advanced Diagnostics before you contact Support
This step creates diagnostic details and gives you the option to upload them so that they can be reviewed by a Support engineer before your Support call.
- Run SaRA.
- Select Advanced diagnostics.
- Select the Outlook diagnostic.
- Select Create a detailed report of my Outlook, Office, Windows, and mailbox configuration, and then click Next.