Outlook disappear

Question

After booting my outlook, we were able to receive incoming email,

However, when we tried to reply or new email, it stop and hang
Indicating Outlook not responsing. after 1 mins it shut down the outlook program

Appreciate your assistance

PII Removed

Answer 1

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Hi John Tan, 

Welcome to Microsoft Q&A Forum! Have a good day and I hope you're doing well!

I understand how frustrating this must be especially when Outlook can receive emails normally but freezes and shuts down whenever you try to reply or compose a new message. I’ll do my best to help you resolve this as quickly as possible. 

Based on my research and experience with similar cases, this behavior is commonly related to Office installation issues, add-ins, or profile corruption. Please try the steps below in order: 

I. Repair Office: Have you tried repairing your Office installation yet? This often resolves unexpected crashes like this. 

Please follow the detailed instructions here: Repair an Office application

After completing the repair (start with Quick Repair, and if needed, proceed with Online Repair), please check whether everything is working normally again. 

II. Open Outlook in Safe Mode: If the issue persists, please try opening Outlook in Safe Mode: 

1. Press Windows + R 
2. Type: outlook.exe /safe 
3. Press Enter 

Then try sending or replying to an email. If Outlook works normally in Safe Mode, the issue is very likely caused by an add-in. 

To disable add-ins: 

1. Go to File > Options > Add-ins 
2. At the bottom, next to Manage, select COM Add-ins 
3. Click Go 
4. Uncheck all add-ins 
5. Restart Outlook normally 
6. Re-enable them one by one to identify which add-in is causing the issue 

III. Create a New Outlook Profile: If the steps above do not resolve the issue, please try creating a new Outlook profile to rule out profile corruption. 

You can follow the detailed guide here: Create an Outlook profile 

After creating the new profile, please check whether Outlook functions normally when composing or replying to emails. 

Additionally, could you please let me know: 

• What type of account you are using (Exchange, Microsoft 365, IMAP, etc.)? 
• The exact version of Outlook you are currently running? 

This information will help provide more accurate troubleshooting steps if the issue still persists. 

I hope the steps above help resolve the problem, at least partially. If you have any concerns, questions, or if I misunderstood anything, please feel free to let me know. I’m here to assist you.

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Answer 2

The behavior matches a known “Outlook not responding” / freeze issue when composing or sending mail.

Try these steps in order:

1. Install the latest Office/Outlook updates

• In any Office app, go to File → Account → Update Options → Update Now.
• After updates install, restart Windows and test Outlook again.

2. Run the Classic Outlook Advanced Diagnostics troubleshooter

• Use the Classic Outlook Advanced Diagnostics troubleshooter mentioned in the article (does not work with the new Outlook for Windows).
• Run it on the same Windows device where Outlook is installed and follow the steps it suggests. It automatically checks for common causes such as add‑ins, profile issues, and data file problems.

3. Check for conflicting add‑ins

• Start Outlook in Safe Mode (for example, by holding Ctrl while starting Outlook, then choosing Yes when asked to start in Safe Mode).
• If Outlook works normally in Safe Mode when replying/creating new mail, disable add‑ins:
  • File → Options → Add‑ins → at the bottom, Manage: COM Add‑ins → Go.
  • Clear all add‑ins, restart Outlook normally, then re‑enable them one by one to find the problematic one.

4. Repair Office

• Go to Control Panel → Programs and Features.
• Select Microsoft 365/Office → Change → choose an Online Repair if available.
• After repair completes, restart and test Outlook.

5. Check for other conflicting programs or services (clean boot) If Outlook still hangs, use Selective startup to find conflicts:

• Open Control Panel → System and Security → Administrative Tools → System Configuration.
• On the General tab, select Selective startup and clear both “Load system services” and “Load startup items”.
• Then select “Load system services” again, click OK, and Restart.
• If the problem reappears, on the Services tab choose Disable all, then re‑enable services one at a time with restarts until the problem returns. The last service enabled is likely the conflict.
• Do the same on the Startup tab (enable startup items one by one) to identify any startup program that causes Outlook to hang.

If none of the above resolves the issue, use the diagnostics results and any error details to open a support case through the Microsoft 365 support channels.

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References:

• Outlook not responding error or Outlook freezes when you open a file or send mail