Setting up specific Exchange profile crashes in Outlook 2016

A user had problems setting up his Exchange account in Outlook 2016 on his Surface.  I can set the profile up in the control panel without issue.  But when Outlook is opened, an error - Cannot create profile... exchange.ost is not an outlook data file - comes up and Outlook closes.  Other user accounts/profiles will work fine.  His profile works fine on other devices.

I've tried removing the newly created ost.
I've tried removing the profile from the Mail Control Panel and recreating the profile - numerous times under different names.
I've tried cleaning out anything that looked relevant in the Outlook folders in App Data.
I found a registry key in HKCU>SOFTWARE>Microsoft>Office>16.0>Outlook>PST called LastCorruptStore and tried removing it.
I've tried Outlook in safe mode - (other users/profiles work without being in safe mode).

It seems like something he did the first time he tried to set things up failed, and I can't seem to get the Surface to forget it.
dpacpaAsked:
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Muhammad MullaConnect With a Mentor Commented:
Recreate the user's Windows profile.
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dpacpaAuthor Commented:
It's his personal device and we don't want to do that except as a last resort.
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Edwin HofferConnect With a Mentor Technical ExpertCommented:
Dear User,
Try to create a fresh Profile
1. Exit Outlook
2. Double click on Mail in Control Panel
3. Click on E-mail Accounts in the Mail Setup dialog box
4. Click the Data Files tab, select the Exchange account, and then click Open File Location.
5. Now close the Account Settings and the Mail Setup dialog box and return to the file explorer window.
6. Now Right Click on the Exchange data file and delete it.
7. A new .ost file is created for the account when we will start the Outlook next time.
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dpacpaAuthor Commented:
That did nothing for me.  Also, as seen in my original post, I've already created fresh profiles multiple times as well as explicitly completely removing the .ost file which forces creation of a new one with no luck.
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Muhammad MullaCommented:
Best solution is to recreate Windies profile, but user is hesitant to do this.
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