outlook hanging after new mailbox created in 365

dougdog used Ask the Experts™
i am migrating some users to the cloud
they were on exchange 2007
i am just setting up new accounts on the cloud
downloading online office 2016
setup new account then importing their old pst
however the outlook just hangs on startup
i can go in safe mode but not normal
am i missing something?
do i need to disable the old on prem mailbox
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Do you have the same issue with all the users? If you have only with one user. Try to repair Outlook and check that you have the latest version.

Check to repair Outlook: https://support.office.com/en-us/article/repair-an-office-application-7821d4b6-7c1d-4205-aa0e-a6b40c5bb88b

Sam Simon NasserIT Support Professional

check the add-ins (File Tab->Options->Addins) and disable everything
Todd NelsonSystems Engineer
Top Expert 2016

If you did not actually migrate the mailbox from Exchange 2007 to EXO using the Microsoft native methods (not including PST) or a third party service, Autodiscover will still believe that the mailbox is on premises and attempt to connect to the local server.

In your case, I am fairly certain that the on premises mailbox will need to be disabled.

IMO, if you haven't migrated all of the mailboxes yet, you will have a painfully memorable experience.
The issue was resolved by the following
before upgrading the office version
remove the outlook profile
then remove office
install new version
setup profile
Todd NelsonSystems Engineer
Top Expert 2016

Sufficient information provided for solution.

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