Can't send or receive email in Outlook and "Metered Connection Warning" is triggered

Symptoms
In Microsoft Outlook 2016 or Outlook 2013, you experience the following symptoms:

  • New email messages are not received.
  • When you send an email message, it is not sent and remains in the Outbox.
  • When you try to configure a new Outlook profile with an IMAP account, you receive the following error message:

    Internal MAPI error: The profile does not contain the requested service. Contact your administrator.

  • When you click File in Outlook, the following warning messages are displayed:
    • Metered Connection Warning
      We noticed the metered connection you're on may charge extra and this Office program might access online content. You may want to:
      -Tap or click the network icon and turn on Airplane mode to go offline
      -Connect to a WiFi or LAN network that isn't metered
      -Check the status of your data plan with your mobile operator
    • Upgrade in Progress
      Your mailbox is currently being optimized as part of upgrading to Outlook 2016. This one-time process may take more than 15 minutes and performance may be affected while the optimization is in progress.

      account information

Workaround
To work around this issue, use one of the following methods:


Method 1: Verify permissions in the registry

Important Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.

In some cases, this problem is related to a permissions issue in the registry. To determine whether this is the cause of the issue and to fix it, follow these steps:
  1. Exit Outlook.
  2. Start Registry Editor. To do this, use one of the following procedures, as appropriate for your version of Windows:
    • Windows 10, Windows 8.1 and Windows 8: Press Windows Key + R to open a Run dialog box. Type regedit.exe and then click OK.
    • Windows 7: Click Start, type regedit.exe in the search box, and then press Enter.
  3. In Registry Editor, locate and right-click the following subkey in the registry, and then click Permissions:

    HKEY_CLASSES_ROOT\Installer\Components\F1291BD604B860441AB89E60BDEE0F9C

  4. Under Group or user names, find your own user name or a group that you're a member of (such as Users or Administrators).

    If you're unsure about which groups your user account is a member of, follow these steps:
    1. Open Control Panel.
    2. From Category view, click User Accounts, and then click User Accounts again.
    3. Click Manage User Accounts.
    4. In the User Accounts window, find your User Name, and review the groups that are listed in the Group column.

      Note You may have to expand the Group column to view all the groups.

    5. Click Cancel when finished.
  5. If you do not see your own user name or a group that you're a member of listed in the permissions, click Add, and then add your own user account.
  6. Click OK.
  7. Select your user name or the group that you're a member of.
  8. View the permissions for your user or group, and make sure that the Read permission has Allow selected.
  9. Click OK.
  10. Exit Registry Editor.

Method 2: Run a repair of Office

Follow the steps in this article to run a repair of Office. This method is most appropriate for MSI-based installations of Office. To determine whether your Office installation is Click-to-Run or MSI-based, see the 'More Information' section.


Method 3: Revert the Office 2016 Click-to-Run installation to an earlier version

Revert the Office 2016 Click-to-Run installation to the 16.0.6741.2021 version. To do this, follow these steps.

Note To determine whether your Office installation is Click-to-Run or MSI-based, see the "More Information" section.
  1. Exit all Office applications.
  2. Open an elevated command prompt. To do this, click Start, type cmd in the Start Search box, right-click Command Prompt or cmd.exe, and then click Run as administrator.
  3. At the command prompt, type the following command, and then press Enter:

    cd %programfiles%\Common Files\Microsoft Shared\ClickToRun 

  4. Type the following command, and then press Enter:

    officec2rclient.exe /update user updatetoversion=16.0.6741.2021

  5. When the repair dialog box appears, click Online Repair.
  6. Click Repair, and then click Repair again.
  7. After the repair is complete, start Outlook.
  8. Click File, and then click Office Account.
  9. In the Product Information column, click Update Options, and then click Disable Updates.

    Important note This step is very important. The repair process re-enables automatic updates. To prevent the newest version of Office Click-to-Run from being automatically reinstalled, make sure that you follow this step.

  10. Set a reminder in your calendar for a future date at which to check this Knowledge Base article (3161084) for a resolution for this issue. Enable automatic updates in Office again after this issue is fixed. Enabling automatic updates again will make sure that you don't miss future updates.
For more information about update channels for Office 365 clients, see Version numbers of update channels for Office 365 clients.

For more information about reverting to an earlier version of Office Click-to-Run, see the following article in the Microsoft Knowledge Base:
2770432 How to revert to an earlier version of Office 2013 or Office 2016 Click-to-Run


Status
Microsoft is researching this problem and will post more information in this article when the information becomes available.


More information
To determine whether your Office installation is Click-to-Run or MSI-based, follow these steps:
  1. Start Outlook.
  2. On the File menu, click Office Account.
  3. For Office Click-to-Run installations, an Update Options item is displayed. For MSI-based installations, the Update Options item is not displayed.


Properties

Article ID: 3161084 - Last Review: 09/19/2016 18:47:00 - Revision: 6.0

Outlook 2016, Microsoft Outlook 2013

  • KB3161084
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