M
asked on
Outlook 365 screen flicker
OS: Windows 10 Enterprise 64 bit version 1803
Hardware: Microsoft Surface Pro 5
Challenge: The screen flickers in Microsoft Outlook 365
What was done: Uninstalled the video drivers, left the default video drivers be installed (Microsoft Display Adapter), then executed driver update via Device Manager to obtain the latest drivers from Windows Update
Observation: Since the problem only happens in Microsoft Outlook 365, the problem could be with the DLP software.
Monitor: The problem will be monitored for 24 hours to see if the problem re-occurs.
Additional steps: Windows Update were executed
Next plan of action: Disable DLP if the problem happens again. If the problem still happens when DLP is disable, Outlook logging will have to be enabled.
Moreover, I will look at all the system logs, for instance, application, security, etc, during the time frame the problem happened.
Since this could be a viruses, Windows Defender will have to be executed in Safe Mode ( I never did this before).
Research: I searched Microsoft knowledge base and Lenovo for a similar problem and they both indicate to a video drivers problem. I will have to check Intel, HP, Dell and Intel next for similar problems
Additional research: Learn how to perform a diagnostic test on a Microsoft Surface Pro 5
Next question to ask the user: What changes were made the to system, such as any new hardware being installed.
What if scenario: If the problem is hardware related, I can execute driver verifier to find the root cause of the problem.
Last step, is to configure the system to create a complete dump file.
I can try to recreate the problem, on similar hardware, although it would be ideal to just copy the image of the affected system and try and replicate the problem.
Should I be looking at anything else? Such as checking for unsigned drivers, look to see what other processes were running during the time that the Outlook screen flickers.
Opening Outlook in Safe Mode. Remove all Outlook add-ins. Research and see if an added could cause that problem. Check for to see if the screen resolution is ideal for the Microsoft Surface. Update the firmware on the docking station since the problem could be with the Microsoft Surface docking station. Replace the wireless mouse and research to see if there are any know problem with it causing the screen to flicker.
Scan the system for root kit viruses. And finally, Update Office 365.
Execute SFC /scannow and on of the DISM command
Look for conflicts between display adapter and Outlook.
Update the firmware on the Microsoft Surface
Hardware: Microsoft Surface Pro 5
Challenge: The screen flickers in Microsoft Outlook 365
What was done: Uninstalled the video drivers, left the default video drivers be installed (Microsoft Display Adapter), then executed driver update via Device Manager to obtain the latest drivers from Windows Update
Observation: Since the problem only happens in Microsoft Outlook 365, the problem could be with the DLP software.
Monitor: The problem will be monitored for 24 hours to see if the problem re-occurs.
Additional steps: Windows Update were executed
Next plan of action: Disable DLP if the problem happens again. If the problem still happens when DLP is disable, Outlook logging will have to be enabled.
Moreover, I will look at all the system logs, for instance, application, security, etc, during the time frame the problem happened.
Since this could be a viruses, Windows Defender will have to be executed in Safe Mode ( I never did this before).
Research: I searched Microsoft knowledge base and Lenovo for a similar problem and they both indicate to a video drivers problem. I will have to check Intel, HP, Dell and Intel next for similar problems
Additional research: Learn how to perform a diagnostic test on a Microsoft Surface Pro 5
Next question to ask the user: What changes were made the to system, such as any new hardware being installed.
What if scenario: If the problem is hardware related, I can execute driver verifier to find the root cause of the problem.
Last step, is to configure the system to create a complete dump file.
I can try to recreate the problem, on similar hardware, although it would be ideal to just copy the image of the affected system and try and replicate the problem.
Should I be looking at anything else? Such as checking for unsigned drivers, look to see what other processes were running during the time that the Outlook screen flickers.
Opening Outlook in Safe Mode. Remove all Outlook add-ins. Research and see if an added could cause that problem. Check for to see if the screen resolution is ideal for the Microsoft Surface. Update the firmware on the docking station since the problem could be with the Microsoft Surface docking station. Replace the wireless mouse and research to see if there are any know problem with it causing the screen to flicker.
Scan the system for root kit viruses. And finally, Update Office 365.
Execute SFC /scannow and on of the DISM command
Look for conflicts between display adapter and Outlook.
Update the firmware on the Microsoft Surface
What about updates to the Office 365? Can you confirm this is only happening to Outlook and no other application?
ASKER
The problem is resolved, thank you all. I am not sure if the Windows Update resolve the problem or just re-installing the drivers, I did not check to see which version of the drivers were already installed.
This question needs an answer!
Become an EE member today
7 DAY FREE TRIALMembers can start a 7-Day Free trial then enjoy unlimited access to the platform.
View membership options
or
Learn why we charge membership fees
We get it - no one likes a content blocker. Take one extra minute and find out why we block content.
Disable hardware graphics acceleration in OFFICE
https://support.microsoft.com/en-us/help/2768648/display-issues-in-office-client-applications
Turn off the Preview pane in Outlook
Try using the 64 bit version of Office if using the 32bit version
Question: Are you on Mimecast?