I can't switch to New Outlook

Question

Why can't I change to new outlook? I keep getting Outlook is having problems, how about starting out with essentials. My problem is that I had to get a new computer and I always used the new version and I have pined items on it that I need.

Answer 1

If you're having trouble switching to New Outlook and are encountering an error message, there could be several reasons for this issue. Here are some common factors to consider:

1. Unsupported Windows Version: Ensure that your computer is running Windows 10, Build 1809 (17763) or higher, as earlier versions may not support New Outlook.
2. Unsupported Channel: Make sure you are using a supported channel, such as Current Channel, Monthly Enterprise Channel, or Semi-Annual Enterprise Channel (preview).
3. Unsupported Version of Outlook: If you are using a non-subscription version of Outlook (like Outlook 2021 or Outlook 2019), it may not support the switch to New Outlook.
4. Account Compatibility: Check if your Outlook profile is using a POP or on-premises Exchange account, as these account types may not be compatible with New Outlook.
5. Installation Issues: If the toggle to switch is visible but unresponsive, it might be due to installation issues related to security settings. You may need to resolve these installation problems to enable the switch.
6. Registry Settings: The visibility of the toggle can also be controlled by registry settings. If the HideNewOutlookToggle registry key is set to 1, the toggle will be hidden. Changing this value to 0 and restarting Outlook may help.

If you've checked these factors and still can't switch, consider reaching out to Microsoft Support for further assistance, especially if you have specific error messages or issues that need addressing.

Answer 2

Hi @Kenneth Grieb  

Welcome to the Microsoft Q&A forum and thank you for reaching out to us.   

The message “Outlook is having trouble starting. How about starting with essentials” usually appears when the new Outlook cannot load its local state or one of its required components, especially on a new PC. The good news is that a few quick checks often resolve the issue, and your pinned emails should still be available.  

To begin, could you please help confirm two details?  

• Account type: The new Outlook supports Microsoft 365 (Exchange Online), Outlook.com, Gmail, Yahoo, iCloud, and IMAP/POP accounts. However, it does not support on‑premises Exchange. Therefore, if your previous mailbox was hosted on‑premises, you may need to continue using classic Outlook or Outlook on the web for now.  
• You can find more information here: Supported accounts in new Outlook for Windows  
• Org policy: Some organizations hide or block the Try the new Outlook toggle through policy or registry settings. If the toggle is missing, or if switching repeatedly fails, your IT administrator might have enabled HideNewOutlookToggle.  

If you need your pinned messages right away, please open Outlook on the web at: outlook.office.com   Both new Outlook and the web version share the same mailbox state, so anything you pinned will appear there.  

Reference: 02_The New Outlook for Windows FAQ.docx  

Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link    

  

There are steps that typically resolve the “essentials” prompt  

1/ Clear Outlook’s local state (safe reset)  

• Press Win + R, then enter: olk.exe --clearLocalState   
• Reopen Outlook and re‑add accounts if prompted. This resets only local app data; your mailbox and pins remain in the cloud.  

2/ Repair Microsoft Edge WebView2   

• Because the new Outlook relies on WebView2, repairing it often fixes startup issues.  
• Install or repair the Evergreen Standalone WebView2 runtime, then restart your device and relaunch Outlook.  
• Reference: New Outlook app not working or opening   

Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link    

3/ Repair/Reset the new Outlook app  

• Go to: Settings > Apps > Installed apps > Outlook (new) > Advanced options > Repair  
• If Repair does not help, try Reset.  
• Reference: Troubleshoot Outlook for Windows issues - Microsoft Support  

4/ Check (or remove) a policy that hides the toggle  

• If classic Outlook opens but you cannot switch to the new Outlook, your organization may be hiding the toggle. IT administrators can configure this through the Microsoft 365 Apps admin center or via this registry path:  

[HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Options\General] "HideNewOutlookToggle"=dword:00000001 ; 1 = hidden, 0 = visible  

• If applicable, please ask your IT team to set this value to 0 or remove the policy altogether.  
• Reference: Control installation and use of new Outlook | Microsoft Learn  

5/ Reinstall new Outlook or update Windows  

• As a final step, you may try uninstalling and reinstalling the new Outlook (or installing it from the Microsoft Store). Also, please ensure that Windows is fully up to date.  

New Outlook and Outlook on the web use the same codebase and mailbox features, so your pins live with your mailbox (not the old PC). If you can see them in the browser, they’ll appear in new Outlook once the app loads cleanly and you’re sorting by Date.  

Additionally, as other users have raised similar concerns and may not be aware of where to share their feedback, I hope this response helps clarify the situation and suggests a potential next step. Highlighting this information can make it more visible to others in the community who may be facing the same issue, making it easier for them to find guidance and contribute their feedback as well.

Thank you again for your time and for raising this important usability concern. If you have any further questions or need additional assistance, please don’t hesitate to reach out.

I look forward to your thoughts on this. 

Sending warm wishes to you and your loved ones for a happy and successful New Year.  

 

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