Outlook Client not fully opening - Office 365 Mailbox

Reinhard Rensburg
Reinhard Rensburg used Ask the Experts™
on
Good Day,

My Outlook 2013 Client on my Windows 10 O/S is setup to connect with my Office 365 Mailbox.

Outlook won't open, when I open the Outlook Client it opens on the taskbar and puts a red cross over the Outlook Icon (screen shot attached), and from there even if I click on it it won't open Outlook and is stuck there. I have multi-factor authentication enabled but have even disabled it, and it does not make a difference. I also uninstalled and re-installed MS Office, also no difference.

The Outlook worked fine up to one day where it decided it won't open any longer.

Any advice on how to get past this one would be appreciated.

Thanks,
Reinhard
Taskbar-icon.JPG
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Most Valuable Expert 2015
Distinguished Expert 2018
Commented:
First of all, try starting Outlook in safe mode by holding the CTRL key when launching it or typing 'Outlook /safe' in the run box. If it works OK in safe mode, this means some add-in is causing trouble. Similarly, disable any AV and other types of scanning software and see if that makes a difference.

If that doesnt help, try recreating the Outlook profile, configure it in Online mode and see where it gets you. The SaRA tool can also help you troubleshoot issues: https://support.office.com/en-us/article/Fix-Outlook-and-Office-365-issues-with-Support-and-Recovery-Assistant-for-Office-365-12cd632c-d672-4782-b0ce-beb82b511525
Reinhard RensburgInfrastructure Manager

Author

Commented:
Good Day Vasil, thanks a lot for the advice,

The launching of Outlook in safe mode works 100%

If I however launch it normally again then back to the same issue.

Is there a way to manage or view add-in's inside the Outlook Client so that I can go and disable them and try and figure out which one is causing the issue?

Thanks a lot,
Reinhard
Jackie Man IT Manager
Top Expert 2010

Commented:
Start Outlook in Safe mode and Within Outlook, File>Options>Trust Centre

Disable the COM add-ins one by one and start Outlook in normal mode to check which add-in is causing the problem.
Reinhard RensburgInfrastructure Manager

Author

Commented:
Hi Jackie,

I do not see any COM add-ins under Trust Centre, please help, am I overlooking it...?

Please refer to attached Outlook 2013 Client Trust Center Screen Shot.

Thanks,
Reinhard
Outlook-Trust-Center.JPG
Most Valuable Expert 2015
Distinguished Expert 2018

Commented:
It's under File -> Options -> Add-ins. Start by disabling any non-Microsoft ones.
Reinhard RensburgInfrastructure Manager

Author

Commented:
Hi Vasil,

Thanks, I navigated to Add-ins and the only place I can see where one can disable any of them is to choose "Manage: COM Add-ins" and click on "Go..." which I have done and I un-ticked (deselected) the whole bunch, but Outlook still won't open if I then start it normally.

Did I perhaps not disable all Add-ins by the method I used?

See two screen shots attached, thanks.

Thanks,
Reinhard
MS-Outlook-Add-ins-01.JPG
MS-Outlook-Add-ins-02.JPG
Jackie Man IT Manager
Top Expert 2010

Commented:
I noticed that you have Acrobat X installed and it should be the problem.

Acrobat X is not compatible with Office 2013.

https://helpx.adobe.com/acrobat/kb/compatible-web-browsers-pdfmaker-applications.html

Goto Control Panel, click Add/Remove Software, select Adobe Acrobat X, right click Change.

You should see PDFMaker in the list of install option and uncheck it to remove it.

Make sure Outlook 2013 is not running when you do the above.
Reinhard RensburgInfrastructure Manager

Author

Commented:
Hi Jackie,

I have uninstalled the Adobe X Add-in, but unfortunately no luck, Outlook will still not start normally. (see screen shot attached of remaining Add-ins).

So there is no way to simply disable Add-ins, but one has to actually uninstall them one by one from Add/Remove programs in order to find the culprit by process of elimination and it will definitely be an Add-in causing the issue?

Thanks,
Reinhard
Adobe-X-Add-inn-uninstalled.JPG
Jackie Man IT Manager
Top Expert 2010

Commented:
Most Valuable Expert 2015
Distinguished Expert 2018

Commented:
You should be able to use the "Remove" button for non Office add-ins. Try also disabling/removing the TeamViewer and Change notifier addins. The Search one should also not be needed.
Reinhard RensburgInfrastructure Manager

Author

Commented:
Hi Vasil,

There is no "remove" button or option under Add-ins (see screen shot attached).

I do also notice that most Add-ins are already under the "Inactive Application Add-Ins" or "Disabled Application Add-Ins", it is only the Microsoft VBA for Microsoft Outlook Addin that is still enabled, but should not cause any issue I guess.

@ Jackie, I did also run a "Repair" on Office from Add/Remove Programs, but still no luck with Outlook starting normally.

Regards,
Reinhard
Add-Ins-disabled.JPG
Jackie Man IT Manager
Top Expert 2010

Commented:
Sorry. I have made a mistake.

It is a problem of Win 10 OS.

Try to run system restore to the restore point from the latest window update.
Most Valuable Expert 2015
Distinguished Expert 2018

Commented:
There is if you select COM add-ins press the Go button  :)
Reinhard RensburgInfrastructure Manager

Author

Commented:
Hi Vasil,

Ahhhhh, thank you :) I see that indeed there is a remove button...

I did try and remove the Add-ins but it won't allow me even though I am a Local Administrator of my Computer, not sure how it could refuse the remove of Add-ins?

Thanks,
Reinhard
Remove-by-Admin-only.JPG
Most Valuable Expert 2015
Distinguished Expert 2018

Commented:
Well, ignore the Search one then. Does disabling all the others help? Have you also tried disabling any AV/scanning software, they usually have modules that "capture" emails and are known to cause issues.
Reinhard RensburgInfrastructure Manager

Author

Commented:
Hi Vasil,

All of the Add-ins give the same message, it won't let me remove them.

I did also unload my TrendMicro OfficeScan Anti-Virus Client to test, but this also did not make any difference.

So at this point the struggle is to get the Add-ins removed in order to test and see if that makes a difference.

Regards,
Reinhard
Most Valuable Expert 2015
Distinguished Expert 2018

Commented:
Well I guess you can remove them manually from the registry, under HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addin

It's probably easier to test with a new user profile on that machine though.
Jackie Man IT Manager
Top Expert 2010

Commented:
It is a problem of Win 10 OS.

You can try to create a new user profile in Windows. If the problem still exists, you need to do a repair install of the OS.
Reinhard RensburgInfrastructure Manager

Author

Commented:
Thanks Vasil, out of all the suggested solutions yours worked best for me by launching Outlook in Safe mode, it works like it should and I could not see any functions/options not working compared to Outlook starting normally, so it works for me :) Other suggestions did not solve the problem with my Outlook. Thanks.

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