Ghost panels

Question

Split from this thread.

I have had the exact same issue for 4 months. I did a full reinstall Windows twice, once done by a MS store (North Park Mall Dallas, Texas). They also ran a hardware test without finding anything. This began after update 1809. It is a software problem. It only occurs with Outlook 365. I have a Surface Pro LTE. PLEASE HELP US!

Thank you,

Jim

Moved from Office / Unknown/other /Windows 10 / Office 365 for business

Answer 1

Hi Jim,

Thank you for your update. Based on your description, it is suggested to change resolution and check if it helps. Please make sure your OS and Office apps are up to date. Besides, please update your drivers to the latest version.

If the issue persists, you can try to open Outlook in safe mode and check if there is any update. 

Since you mentioned it began after update 1809, may I know if you mean the windows update? 

Regards,

Carlos

Answer 2

David, thank you for your reply. What hardware are you using? Our other laptops are Dell's of various ages (not tablets). They have no issues. I have a Surface Pro LTE. The hardware was tested at a Microsoft retail store and they found no issues. My pro used to have the problem after awaking from sleep but now has it constantly (i.e. after closing and opening Outlook). It seems to be triggered after a screen rotation. I have resorted to using the Microsoft Mail app (which is much improved) because the problem has become so pervasive. I don't use OneNote.

My company wanted to begin to cycle from Dells to Surface Pros but has delayed because my test Surface Pro. We have traced it back to MS Update 1809. My Pro updated before MS suspended the rollout due to unrelated issues. I have done two hard drive reformats and reinstalls of Windows 10. It baffles me, MS tech support and my IT group.

I forgot to mention that we also have a Surface Pro 3 that has not had a problem.

Thank you,

Jim

Answer 3

Hi Jim,

That looks pretty similar to my situation.  It's only started happening since recent updates and only occurs with Microsoft Outlook and OneNote; these leave ghost panels on top of any other Windows application if I've put my machine to sleep and then reopened it.  The only way to resolve the problem is close Outlook/OneNote and reopen them.

I've tried all the suggestions of repairing, reinstalling, (as per earlier), etc.  I've even tried switching from 64 bit to 32 bit to see if a completely different version would fix the problem - but no luck.

I'm actually suspecting that it is a hardware issue (or maybe a blend of hardware and software).  This is a shame as I'm now out of warranty, but it did only start after recent updates.

I spend my week training staff in 30 UK universities to get the best from Outlook and OneNote - so the problem is quite major for me.

All the other Office applications (Word, Excel, etc.) are fine.

Answer 4

Coldwell, thank you for your reply. I assume that you mean view settings in Outlook 365 not under control panel? I have re-installed Office 365 countless times as did the MS retail store. That did not help. 

I installed Enterprise Office on my Surface Pro LTE and that does not cause ghost windows. It only occurs with Office 365. We have nearly 1,000 laptops and boxes using 365 without a problem. Unfortunately my Surface Pro LTE is the only one that has this problem.

Thanks,

Jim

Answer 5

Hi Dallasjim,

Please try to reset the view settings as default by clicking View > Reset View to see how it goes. (A warning dialog box will come out. Click the Yes button in the dialog box.) If it doesn’t help, please try to repair the Office package as the following steps shows.

Right-click on the Windows button (button left-corner) > Control Panel.

From Control Panel navigate to Programs and /or Programs and Features and right-click on your Office 2016 installation.

Click on Change and then select the Online Repair option.

This step would repair/reinstall Office 2016.

Once completed, make sure to restart the computer.

If the issue persists, would you please let us know if the other devices have the same issue? By doing so, it helps confirm if it is related to your specific computer.

Best regards,

Coldwell