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Edward ChoFlag for United States of America

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Outlook 2016 and Surface Pro 4

Hello Everyone --

Just wondering if anyone has had this issue that is stumping us.  We have deployed the following on all our computers:

- Windows 10 Enterprise
- Outlook 2016 x64
- Exchange 2016 (CU3)

Half of our environment is on Surface Pro 4s (SP4s) and the rest is a mix of desktops and AIOs.

We noticed an issue creeping up only on SP4s.  Basically what is happening is that when you start Outlook, it will just hang on the loading screen.

We tried the following:
 - Repairing Outlook/Office
 - Reinstalling Office
 - Starting Outlook in Safe Mode (works but issue returns)
 - Disabling Add-ons
 - Disable hardware graphics in Outlook
 - Apply all Windows Updates

What we do is just delete the mail profile and set it up again.  However, the issue then usually returns the next day.  It's a little insane when we have 20-30 calls every morning with the same issue.  It's also a little weird that it only happens ONLY on the Surface Pros but not consistently.  Some users will have issues once a week while others will have it daily.  There's a few that have never seen it too.  The majority do have the issue though.  

Does anyone have any ideas?  It would be much appreciated!
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Skyler Kincaid
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What antivirus are you using? We have seen this same issue and our AV is typically the cause.
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Interesting.  If it's the AV, wouldn't it affect more than just the tablets though?

We are currently using ESET Endpoint Security 5.0.2265.0.
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Skyler Kincaid
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Update: We checked if there were any ESET add-ins but didn't find any installed on any of the Surface Pro 4s.  There is an unrelated add-on to a software (that we disabled before) but we went ahead and pushed updates (via GPO) on that piece of software for kicks and grins.

We also pushed the recent Surface Pros 4 MSI update out as well and will monitor the situation for the next week.
Edward, we are waiting for your feedback.
We ruled out the ESET and actually all the add-ins.  We are now realizing that the Surface Pros have the Windows Firewall enabled (due to DirectAccess requiring Windows Firewall to be enabled).  

We pushed out a Windows Firewall rule on Monday to exempt Outlook 2016 and seeing if that improves the situation.
OK, good luck and until then :-)
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Followup: The issue returned after upgrading all the computers to the latest ESET version but after more research, we noticed that those affected had different DPI:

User generated image
We implemented the suggestions found in this article below and it worked!  Hopefully this helps someone.  If anything else changes in the future, we will update this thread.

https://support.microsoft.com/en-us/help/3188434/outlook-2016-hangs-at-processing-on-the-start-up-screen
Update: after we implemented this solution, we haven't had any more issues.