Outlook popping up instead of dropping down

Alika Stricker 106

Autocomplete began popping up instead of dropping down. Could not find any answers on the internet.

Gene Spivak 6 Reputation points

2021-05-03T19:21:57.52+00:00

Same issue here.
Pops up, not down
No Scrollbar
Happened after I tried to repair Office, which deleted it and did not reinstall, so I restored my system.
Office 2013 Home/Student and Office 2016 Outlook.
This registry item was missing so I put it in - No effect either with 0 or 1 there
Scott Feaster 11 Reputation points

2021-05-04T17:58:16.65+00:00

This is not an answer this is to say that seen this issue on Windows 10 20h2 and the latest updates. I seen this on Outlook 2016 and 2019. both are OEM Versions.
Has anyone seen a permanent fix for the issue? Pops up not down and no scroll. If you make new email by popping out the whole window it sometimes works but random.
So far seen on 2 2019 Outlook one a laptop one a desktop and one Outlook 2016 Desktop.

Anyone?
Brian Boakes 36 Reputation points

2021-05-04T18:33:27.273+00:00

it is an office update that has caused the 'problem' but MS will probably call it a feature

the only solution at this time is to roll back the update (the marked answer in this thread).
Which I agree is not and answer or fix, just a workaround
Scott Feaster 11 Reputation points

2021-05-04T20:55:37.9+00:00

The fix above does revert it back on both 2016 and 2019 outlook. But Microsoft needs to issue a real fix . We temp turned off updates for office but we all know that is not a good "fix: either.
Paul_765432345 16 Reputation points

2021-05-05T09:36:27.307+00:00

I'm IT guy, people at my work started coming to me with this 'feature'. MS should take care of this immediately. It's PIA.
Marcel Beelen 6 Reputation points

2021-05-05T09:52:50.453+00:00

Same here, users are getting irritated because they cannot easily find contacts any more in their long autocomplete list... As mentioned, it started in our case with the latest Office 2016 click-2-run update. Please provide a fix Microsoft.
Rense Prakken | Fancit ® 11 Reputation points

2021-05-05T10:48:35.81+00:00

The same here.
David Roth 11 Reputation points

2021-05-05T12:40:58.31+00:00

I'm our companies IT guy, and my first user just reported this issue this morning. He was simply creating an email and typing the first few letters in the TO field and the list now POPS UP, instead of drops down.

Very frustrating. The user is using MS Office Home & Business 2019
Martells IT 11 Reputation points

2021-05-05T12:44:24.267+00:00

Our users here don't normally complain but this one has caused a lot of complaints! I've had to roll back all Office 2019 users to an earlier version so they can scroll up to the top of the list again.
Amy Miller 6 Reputation points

2021-05-05T13:01:20.927+00:00

Same issue here! I hope they issue a fix soon. The work around is using a small window at the bottom of the screen but old eyes like mine are used to a full screen reply box!
Jason Snyder 11 Reputation points

2021-05-05T13:11:11.29+00:00

This is an absolute disaster. Makes Outlook basically unusable. Can we get an actual fix besides reverting backwards?
David D 1 Reputation point

2021-05-05T13:14:13.72+00:00

Same issue, rolling back fixed the issue.
Alberto Miro-Quesada 6 Reputation points

2021-05-05T16:51:16.37+00:00

Same problem, MS please help, I cant find any contacts like this
Dave S - 3P 16 Reputation points

2021-05-06T11:00:15.533+00:00

Same issue across multiple Office 2016 and 2019 causes frustration across the business and disrupting work flow. The roll back fixed the issue, but this is clearly a sticking plaster. Microsoft you need to get a new update ready ASAP to fix this.
Dave S - 3P 16 Reputation points

2021-05-06T11:00:35.21+00:00

Same issue across multiple Office 2016 and 2019 causes frustration across the business and disrupting work flow. The roll back fixed the issue, but this is clearly a sticking plaster. Microsoft you need to get a new update ready ASAP to fix this.
Susan Crawford 1 Reputation point

2021-05-07T19:12:44.3+00:00

Same issue with our entire business team. Very frustrating. Please fix!
Admin 11 Reputation points

2021-05-10T13:30:05.093+00:00

Has anyone heard from Microsoft on this issue yet?
Matt Eustace 1 Reputation point

2021-05-10T14:15:14.707+00:00

Exactly the same here. Particularly a problem when the application is maximised as the most appropriate selection is usually at the top of the list and therefore not visible. Approx' 70 of my users with the same issue.
Mark 6 Reputation points

2021-05-10T23:33:47.173+00:00

Office 365 is doing the same thing - just ridiculous. We can't roll back to another version or update.....
as-it 1 Reputation point

2021-05-11T15:47:01.66+00:00

Same here (Office 2016 ctr, v2104.13929.20372)

Microsoft, please fix this now 🙄
greg 16 Reputation points

2021-05-12T07:36:00.83+00:00

is there an update when there will be a new fix? Its not as if I'm going to get everyone in our business to run this work around. Wonder which bright spark wanted to make the change.
Jenny 1 Reputation point

2021-05-14T20:44:26.317+00:00

Following for answer
Geert Wens 1 Reputation point

2021-05-18T08:01:51.333+00:00

Same here.
Really annoying.
Krishnan Narayanaswamy 1 Reputation point

2021-05-20T08:01:59.797+00:00

Has this issue been sorted out or the update is still pending?
Jade Liang-MSFT 9,956 Reputation points Microsoft Employee

2021-05-20T08:36:32.727+00:00

Hi ,

This issue has been fixed in the latest version--Version 2104 Build 13929.20386. For more information, please refer to this article : AutoComplete list scrolls off the screen in Outlook
Robbie Mueller 1 Reputation point

2021-05-21T20:21:08.15+00:00

Hello,

I have a user where the bug is still occurring. When we tried to update her outlook it says it's already up to date. Can't get the autocomplete to scroll properly, still doing what that article you linked is describing.
Robbie Mueller 1 Reputation point

2021-05-26T21:26:13.503+00:00

Still have a user experiencing this. Outlook says up to date, any help?

Accepted answer

Manuel Medina 116 Reputation points

2021-05-03T11:40:22.607+00:00

same Problem, do you have a Solution?

I have now a Workaround, i reverted back to older Version with:

"C:\Program Files\Common Files\microsoft shared\ClickToRun\OfficeC2RClient.exe" /update user updatetoversion=16.0.13901.20462
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8 people found this answer helpful.
Yasin Kurtulus 1 Reputation point

2021-05-03T23:10:42.917+00:00

Thank you, it works for me.

Alika Stricker 106 Reputation points

2021-05-03T23:38:12.23+00:00

I used this on two computers that had an issue and it resolved it.

Create a shortcut and run @Manuel Medina path above. Literally copy and paste into your shortcut.

Andrew 1 Reputation point

2021-05-04T00:07:54.417+00:00

Client experienced this issue just this morning. This has worked perfectly and very simply I might add. Thank you very much Manuel.

Gene Spivak 6 Reputation points

2021-05-04T01:12:25.717+00:00

Worked for me as well. Thank You!

Mike Russo 16 Reputation points

2021-05-04T13:56:53.427+00:00

Yep - this worked great for me as well. I just hope they can push out a fix soon.

Colin Smith 61 Reputation points

2021-05-05T10:20:23.163+00:00

The accepted answer should not be for individual users to roll back to an earlier version to fix what Microsoft have broken.

Charlie Ashton 1 Reputation point

2021-05-05T16:27:00.253+00:00

This worked for me, thanks very much!

Alberto Miro-Quesada 6 Reputation points

2021-05-05T16:50:04.733+00:00

When I try to run OfficeC2RClient nothing happens, it doesnt open any window. I also tried running it as an ADM, with no result.

Arno T 1 Reputation point

2021-05-06T10:00:21.677+00:00

Thank you, Fixed: reverted the new dropdown list (it's not a bug but a feature) to the old one.

Joe K 6 Reputation points

2021-05-06T16:28:57.57+00:00

Thanks Manuel and Alika! Works great and truly as easy as Alika laid out. Like everyone, wish they'd stop changing things that work well as-is.

CITI CARGO 1 Reputation point

2021-05-06T17:19:15.227+00:00

THANK YOU MUCH

Lisa Perez 1 Reputation point

2021-05-10T18:09:46.873+00:00

Any Updates on a fix from Microsoft?

Melissa Stewart 1 Reputation point

2021-05-11T01:48:39.203+00:00

Thank you, this worked for me as well, the change had caused significant functionality issues for one of my clients.
Created shortcut, double click to run, Office downloaded updates (to achieve downgrade to prior version). Disabled auto updates to prevent recurrence.
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34 additional answers

Jade Liang-MSFT 9,956 Reputation points Microsoft Employee

2021-04-30T05:02:33.86+00:00

Hi @Alika Stricker ,

I have performed many tests on my Outlook 365, Outlook 2019 and Outlook 2016, but the auto-completed list could display dropping down normally. So what's the version of your Outlook client(File>Office account>About Outlook), please first ensure that you have updated to the latest version of Outlook client.

Does this issue occur only on your client, and whether other users in the organization could work normally? If it only occurred on your client, did this issue occurred only recently? If so, have you performed any specific operations before it(such as install any add-ins or programs), which may affect client functionality.

In order to avoid the interference of any add-ins, it's suggested to restart your Outlook client in safe mode to check if the issue has any difference(Windows + R > type "Outlook.exe /safe">enter)

If the issue still exists, considering corrupted Outlook client may also cause it, please try to repair your Outlook to check if it could work for you.

If that's invalid, please provide us with more information about your issues, so that I could perform more targeted tests and provide you with more suggestions.

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Alika Stricker 106 Reputation points

2021-04-30T05:15:34.647+00:00

Thank you for responding back @Jade Liang-MSFT

This occurred recently. I am the only client experiencing the issue. I've checked updates and there is no other updates available for my Outlook.

Microsoft® Outlook® 2019 MSO (16.0.13929.20222) 64-bit
Safe mode. Same issue.
I completed an online repair before testing this issue in Safe Mode.

Colin Smith 61 Reputation points

2021-05-05T10:17:34.613+00:00

Waste of time answer blaming the users for not updating when the problem is the latest Microsoft update that has broken this.

David Roth 11 Reputation points

2021-05-05T13:21:03.747+00:00

Jade, so far two users with the issue

MS ofc 2019 Home & Office install
roll back offered worked to resolve the issue

User 2 - waiting to connect and try the same.

Stuart Elliott 106 Reputation points

2021-05-13T12:00:10.88+00:00

That's all they do, day in day out, "turn it off and turn it on again", "it's you not us!".
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Manuel Medina 116 Reputation points

2021-05-04T13:18:20.393+00:00

https://learn.microsoft.com/en-us/officeupdates/update-history-office-2019
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mick vd veen 6 Reputation points

2021-05-04T11:22:27.08+00:00

Great job, @Manuel Medina but what would be the version for Office 2016?

Regards,

Mick
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mick vd veen 6 Reputation points

2021-05-05T19:09:10.757+00:00

What helped me is: Rollback like ManuelMedina instructed and disable automatic updates in Office 2016 / 2019 for now.
(In Office: File, Account, Update Options, Disable Updates)
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Jade Liang-MSFT 9,956 Reputation points Microsoft Employee

2021-05-06T02:06:37.13+00:00

Hi all,

First of all sorry for the inconvenience caused to you.

As I know, this is a known issue on latest version of Outlook 2016 and Outlook 2019--Version 2104 (Build 13929.20296), the current workaround is to delete/rename this value:

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Options\DisableAutoCompleteUpdate

But according to my research, it could work for some clients, but some couldn't, please kindly check if it could be helpful to you.

If that's invalid, considering it could work normally on previous version, as another workaround, it's suggested to disable auto-update and revert your office version via command like below:

C:\Program Files\Common Files\microsoft shared\ClickToRun\OfficeC2RClient.exe" /update user updatetoversion=16.0.13901.20462

I will continue to monitor it in latest version of Outlook client, and if there are any updates, I would post back. Also welcome other users who has any updates post here :)

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mick vd veen 6 Reputation points

2021-05-06T10:57:34.77+00:00

You forgot the Quote, JadeLiang...
"**C:\Program Files\Common Files\microsoft shared\ClickToRun\OfficeC2RClient.exe"** /update user updatetoversion=16.0.13901.20462

Gemma Reilly 1 Reputation point

2021-05-06T13:15:04.963+00:00

Thanks @Jade Liang-MSFT - yes it seems this is only applying to users who previously used the registry workaround of adding the HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Options\DisableAutoCompleteUpdate with a value of 1

by deleteing that key from the registry the list now 'drops down' but once again only shows 5 entries and no scroll bar - does anyone have another fix for this situation so that users can find more than 5 'john' in their list if they frequently email more than 5 of them?

thanks in advance.

Vince Marsters 1 Reputation point

2021-05-07T06:23:06.83+00:00

I have the autocomplete popping up and have never had the disableautocompleteupdate registry setting on the system. It is compounded for me in that whilst the new look autocomplete is onscreen, Outlook is running very slowly and periodically hanging for 15-20 seconds.

Just going through reverting to the previous version to try that now.

Jade Liang-MSFT 9,956 Reputation points Microsoft Employee

2021-05-19T05:25:27.26+00:00

Hi all,

Here are some updates about this issue:
This issue is fixed in Version 2104 Build 13929.20386.

I have tested on this version, it could work normally there, please kindly update your Outlook to check.

Vince Marsters 1 Reputation point

2021-05-19T08:03:17.14+00:00

It has worked on the 3 I have tried so far.

Thanks
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