can't open MS 365

Question

i get the following error message:

the productivity apps (Word, Excel etc) will open but the old Outlook will not. the new Outlook will open.

i have a home 365 subscription..

i have tried the repair and reset options associated with the app installation in W11 but that hasn't helped.

thanks

Answer 1

I take it you're using classic Outlook. If this were happening to me, I'd start with a clean profile. However, keep in mind that if you're using an IMAP account to access your Yahoo mailbox, you'll have folders labeled "This computer only" and if you create a new profile and re-add the Yahoo account, the new folders you'll get will have mail but the "This computer only" folders will probably be empty because they'll be new. You should save the "This computer only" folders to a PST prior to making any changes.

See this article for a description of profiles. There is a "Create a new profile" section in it. https://support.microsoft.com/office/9073a8ac-c3d6-421d-b5b9-fcedff7642fc

Answer 2

when i run outlook.exe from the start menu, i get the same behaviour - it gets stuck on 'loading profile'.

if i go into the application from the control panel, what i find is:

the only email account that is set up is my outlook.com account (which i only use as an alias for my primary account which is a yahoo mail account)

the only data file that is present is the data file for the yahoo account

when i try to add another account (either the yahoo account, or a gmail account, or an O365 account) it fails.

meanwhile i have a second laptop on which i run the old outlook and everything works fine. so the issue seems to be specific to this laptop.

i have tried reinstalling outlook on this laptop but that doesn't make any difference.

do you have any other suggestions? i can get to my email on this laptop using the 'new' outlook but that has limited functionality and is not my preference.

thanks

John

Answer 3

Hi. I'm Brian and I'll try to help.

Outlook has its own forum. You get better responses when you ask in the correct forum.

How are you trying to open Outlook? If you click Start, type "outlook.exe" (without the quotes) in the search field, then press Enter, what happens?