outlook freezing or pausing

Outlook 2016  and Office 365

We have had intermittent issues with Outlook 2016 running on windows 10 1703 and 1709.  Outlook frequently and intermittently freezes up, white screens for 30 seconds, or displays a connection reconnection notification in the lower right hand corner of the screen. The problem usually occurs when switching between calendars and mail or when trying to send an email message.   We also experience slow or lagging typing in outlook.   The users that report the issue have the same build, updates, and OS versions and updates installed as other users who report no issues.

We have opened a ticket with Microsoft that has gone nowhere.  We have rebuilt outlook profiles, windows profiles, tried all the different channel upgrades and downgrades, eliminated public folders as being the potential culprit, compacted the OST file, changed the client to 2 months of cache, disabled IP6, ran outlook in safe mode, disabled hardware acceleration, disabled animations, disabled the downloading of shared folders, and enabled outlook logging.  

It seems that if you disable hardware acceleration and animations it helps the problem occur less frequently but it does not eliminate it.
LVL 3
JeffMatthiasAsked:
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timgreen7077Exchange EngineerCommented:
How are the resources on the users computers? have you tried logging those users into computers that don't have the issue and see how outlook responds?
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Zine Eddine BendjaballahIT EngineerCommented:
Hi,

You can record a trace with Windows Performance Recorder, so we can see what Outlook is doing where the freeze occurs.

Here is the steps:

- Download and Install windows Performance Toolkit https://developer.microsoft.com/en-us/windows/hardware/windows-assessment-deployment-kit . Choose the package corresponding to your Windows version.
- Record a trace using Windows Performance Recorder using these options: https://justpaste.it/1dm98
- While recording the trace, try to reproduce the issue on outlook. Then click the save button and give your file a name.
- Compress the resulting file (important).
- Share it through dropbox, google drive or any other sharing platform.

I'll analyze your trace file and give you a feedback.


See you
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Sandeep KumarAssociate ConsultantCommented:
If you check said things you stated above, then still there are some reasons for such issue like Antivirus software or Synchronization issue between OST and Exchange Server. Check below blogs for some help:
1- Resolving PST issues caused by Anti-virus Software
2 - Deal with Synchronization Issues Between OST and Exchange Server
Hope this works
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timgreen7077Exchange EngineerCommented:
Provided user with solutions to question, but user no longer responding. Awarding points.
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