Something went wrong. [7q6ch]

Question

Outlook is not oppen error is Something went wrong. [7q6ch]

Answer 1

Hello @Ganeshbhai Vagh, 

The error [7q6ch] typically occurs when Outlook fails to start or there are authentication failures within the Microsoft 365 sign-in system, most often in New Outlook for Windows with work or school accounts. If you’re using a different Outlook version or a personal account, please let me know so I can tailor the guidance to your setup. 

In the meantime, please follow the steps below carefully in order and test the behavior after completing each step:

Step 1: Repair Outlook app on Windows device:   

• Press Windows + I to open the Settings app.      
• Click on Apps > Installed apps (or Apps & features, depending on your Windows version).      
• Scroll down or search for Outlook for Windows > Click on the three dots > Advanced options       

 

• Scroll down to the Reset section > Choose Repair      

  

• If the issue persists, back up all the important data > return and select Reset   
• Restart your PC   
• Open New Outlook again and test the behavior  

Step 2: Run Office Repair from Control Panel   

• Close all office apps completely.   
• Go to Control Panel > Program > Programs and Features   
• Right click on the Microsoft Office you've installed > Change.   

 

• Select Quick Repair first (fast and doesn’t require internet).   

• If the issue persists, run Online Repair (requires internet and takes longer).   

Step 3: Remove old work or school account from Windows  

• Open Settings > Accounts > Access work or school.  
• Select your current account.  
• Click Disconnect and confirm.  
• Restart your computer.  

Step 4: Delete identity and authentication cache  

• Press Windows + R.  
• Open the following location: %localappdata%\Microsoft  
• Delete these folders if they exist:  
  • IdentityCache  
  • OneAuth  
  • Olk  

Note: Folder Olk is located in the same Microsoft folder as OneAuth.  

Step 5: Clear Credential Manager  

• Open Control Panel > Credential Manager.  
• Select Windows Credentials.  
• Remove any entries related to:  
  • MicrosoftOffice  
  • Outlook  
  • OneAuth  
  • ADAL  
  • Accounts associated with the old organization if present

Step 6: Reinstall Office  

If the problem persists, try reinstalling Office after uninstalling it. You can follow Microsoft's office guide:  

• Uninstall Office: Uninstall Microsoft 365 or Office from a PC - Microsoft Support 
• Restart your computer.  
• Install Office: Download, install, or reinstall Microsoft 365 or Office 2024 on a PC or Mac - Microsoft Support  

Step 7: Restart and sign in again  

• Restart the computer.  
• Open Outlook.  
• Sign in using your current account.  
• Test the behaviour in Outlook again.  

Note: If Outlook still does not open, you can access email using Outlook on the web until the issue is resolved.

Please let me know if the result after trying these steps, so I can provide you with further troubleshooting steps if needed. Thank you again for your cooperation and understanding so far! 

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Answer 2

Use the following steps in order until Outlook opens normally.

1. Restart the device

• Fully restart Windows, sign back in, and try opening Outlook again.

2. Repair Microsoft 365/Office

• On Windows 10/11:
  1. Right-click Start.
  2. Select Apps and Features (Windows 10) or Installed apps (Windows 11).
  3. Find the Microsoft Office/Microsoft 365 installation.
  4. Select Modify (or the three dots → Modify).
  5. Choose Online Repair and complete the wizard. This repairs Outlook together with the rest of Office.

3. If Outlook still will not open

• Completely uninstall Office/Microsoft 365 from Apps & Features / Installed apps.
• Restart the PC.
• Reinstall Office/Microsoft 365 from the subscription portal and then try Outlook again.

4. If using the new Outlook for Windows and it fails shortly after starting

• Close Outlook.
• Run the command olk.exe --clearLocalState from Run (Win+R) or a command prompt.
• Start the new Outlook again and sign in when prompted.

5. If Outlook classic opens but switching to new Outlook fails

• Close all Microsoft apps (Outlook, Teams, etc.).
• Press Windows + R, type appdata, press Enter.
• Go to Local → Microsoft and delete the Olk and OneAuth folders.
• Restart the computer and start Outlook again.

If none of these steps resolve the “Something went wrong. [7q6ch]” error, collect details and contact Microsoft 365 support from the Microsoft 365 admin portal (for work/school accounts) or use Outlook on the web as a temporary workaround.

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References:

• "Something went wrong" error when you try to start a Microsoft 365 app
• Outlook not responding error or Outlook freezes when you open a file or send mail
• Error when opening classic Outlook: "Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. The attempt to log on to Microsoft Exchange has failed."
• What to do when Outlook will not open on my PC? - Microsoft Q&A
• New Outlook has stopped working, Fails when starting after 30 to 60 seconds - Microsoft Q&A
• Detected a problem launching new Outlook - Microsoft Q&A