My Outlook Mail app will not load up

Question

Maul Outlook app will not load up. The app starts processing and then the front page of mail opens for a brief second then shuts again

Answer 1

Hi @Greg Aldridge, 

I hope you’re having a great day. I appreciate your patience and the details you provided. 

Since you haven’t specified your account type (work/school vs. personal), I may not be able to provide an exact solution yet. Assuming you’re using a work account, please try the steps below. If you’re using a personal account, please let me know and I’ll tailor the guidance for that scenario.  

1/ Repair or reset New Outlook 

Go to Settings > Apps > Installed apps. 

Locate Outlook (new) or New Outlook > select Advanced options. 

• Click Repair first. If the issue persists, please try Reset. 
• 

Note: New Outlook syncs data from the cloud, so resetting the app mainly removes local configuration on the device. 

2/ Clear saved credentials and sign in again 

• Open Control Panel > Credential Manager > Windows Credentials. 
• 

Remove any entries related to Outlook, MicrosoftOffice, ADAL, or WAM (if present). 

Restart the computer, then open New Outlook and sign in again. 

3/ Update software 

Go to Settings > Windows Update > Check for updates and install any available updates. 

Open Microsoft Store > Library > Get updates to ensure New Outlook and related components are fully up to date. 

Please also confirm that Microsoft Edge WebView2 Runtime is installed and updated (you can check under Settings > Apps > Installed apps). 

If not, please download it through the Download the WebView2 Runtime

4/ Uninstall and reinstall New Outlook (Last resort) 

Uninstall New Outlook from Settings > Apps. 

Restart the computer, then reinstall it from the Microsoft Store (or re‑enable the “Try the new Outlook” toggle). 

Please feel free to share any other details you think might help us resolve the issue. Please understand that our initial response may not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.   

5/ Contact Microsoft Support   

If the issue persists, please reach out to your IT team to check for any device policies, security software, network restrictions (VPN/Proxy), or application control settings (such as AppLocker or WebView2 restrictions) that may be preventing New Outlook from launching properly. 

In case your IT department cannot access the necessary information or make the required changes, I recommend asking them to open a request with Microsoft Support team through the Microsoft Admin Center. They have access to backend configurations and can perform a more in-depth investigation. At the very least, they can provide the most effective workaround to ensure your experience remains smooth and secure.     

We kindly ask for your understanding that, as moderators, we do not have access to the administrative tools or permissions required to investigate or modify these configurations. We also do not have the capability to initiate remote sessions for direct assistance. Our role is to guide users to the appropriate resources and support channels.

I hope this information is helpful. Should you have any further questions or need additional assistance, feel free to reach out.    

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Answer 2

Use the following steps to troubleshoot Outlook closing shortly after it opens:

1. Confirm whether this matches a known crash issue:
   • Open Windows Event Viewer.
   • Go to Windows Logs > Application.
   • Look for recent Event ID 1000 or 1001 entries where the faulting application is OUTLOOK.EXE and the faulting module is mso20win32client.dll.
   • If those details match, the issue is the known Outlook crash described in the references.
2. Update Outlook to a fixed build:
   • Open another Office app (for example, Word).
   • Go to File > Account.
   • Under Product Information, choose Update Options > Update Now.
   • Install all available Office updates.
   • The issue is fixed in:
     • Current Channel Version 2209 (Build 15629.20156) or later.
     • Semi-Annual Enterprise Channel (Preview) Version 2208 (Build 15601.20158) or later.
   • After updating, restart the computer and try opening Outlook again.
3. If Outlook still closes immediately, check the registry value that causes this crash:
   • Press Windows + R, type regedit, and press Enter.
   • Navigate to: Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\Identity\Identities
   • In the subkeys under Identities, look for the EmailAddress string value.
   • If EmailAddress is blank for the active identity, that is the cause of the crash.
   • The preferred resolution is still to update Office so it correctly sets this value; manually editing the registry should only be done by an administrator who has backed up the registry first.
4. If the issue is instead that Outlook hangs at “Loading profile” and never fully opens:
   • Press Ctrl+Shift+Esc to open Task Manager.
   • On the Processes tab, end all Office processes (Outlook, Word, Excel, Teams, etc.) using End task.
   • Start Outlook again.
   • If it opens, in Outlook go to File > Options > People and clear:
     • Display online status next to name
     • Show user photographs when available
   • Select OK, then restart Outlook.

If none of the above resolves the problem, completely uninstalling Microsoft 365/Office and reinstalling it from the subscription has resolved similar “Outlook will not open” cases.

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References:

• Outlook closes shortly after it is opened
• Outlook won’t open or is stuck at loading profile
• Outlook email stuck
• What to do when Outlook will not open on my PC? - Microsoft Q&A