outlook not working ADD error

Question

Same error again and this isn't allowing me to add an image!

the email I am using is [Moderator note: personal info removed] and on my iphone I can open this email

Answer 1

If you're encountering an error when trying to add an image to your email in Outlook, it could be related to attachment size limits. For Outlook, the default maximum size for attachments can vary depending on the type of email account:

• Internet email accounts (POP3, IMAP, HTTP): The default attachment size limit is 20 megabytes (MB).
• Microsoft Exchange Server email accounts: The limit is typically set to 10 MB by default, but this can be configured by your Exchange administrator.

If the image you're trying to attach exceeds these limits, you will receive an error message. You might want to check the size of the image and consider compressing it or using a shared location to send a link instead.

Additionally, if you're using Outlook on the web, the maximum message size for attachments is also 10 MB, which could be causing the issue as well.

If the problem persists, consider checking your internet connection or trying to access your email from a different device to see if the issue is specific to your current setup.

Answer 2

Hi @simon spanyol 

Welcome to Microsoft Q&A forum.  

Thank you for reaching out to us. I want to sincerely apologize for the inconvenience this issue has caused. I completely understand how important it is for you to have Outlook working smoothly, and I truly appreciate your patience while we work through this together. 

The error you’re seeing, ADD, occurs in the New Outlook experience when cached data becomes corrupted. This cache stores temporary files that help Outlook load faster and keep your settings. When these files become damaged, Outlook may fail to add accounts or allow certain actions like inserting images.  

Option 1: Clear New Outlook cache 

1. Close Outlook completely. 
2. At the search bar, navigate to:  %localappdata%\Packages\Microsoft.OutlookForWindows_8wekyb3d8bbwe\LocalCache  
3. Open and delete all files in this folder. 
4. Restart Outlook and sign in again. 

Option 2: Check device compliance 

If your organization uses Microsoft 365 security policies, the error can also appear when the device is not compliant with required settings. Please check your device compliance in: 

• Settings > On the search bar, search Access work or school > Info > Device compliance 
• Ensure all required policies are met, then restart Outlook. 

Since you have checked all the steps, but the issue still persists, we believe Microsoft Support Engineering should step in to investigate further. Please reach out to them directly. 

• Ticket Support: In the Microsoft 365 Admin Center>Support>Help & Support. You can raise support ticket. Please note that you’ll need an account with admin rights to sign in to the Microsoft 365 Admin Center.  
• Phone Support: Microsoft provides customer service phone numbers based on your region. You can find the appropriate contact number here.   

Note: Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.   

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.   

We sincerely apologize once again for the inconvenience you’ve experienced, and we truly appreciate your continued support and engagement with Microsoft. If you have any questions, please feel free to reach out.   

I'm looking forward to your reply.   

Best regards, 

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