MS outlook 365 quit

Question

Microsoft 365 personnal came pre-loaded on a laptop I recently purchased. Outlook has quit working. How can I get it working again?

Answer 1

Hi, I'm John! I will help you with this.

To help narrow down the issue:

What exactly happens when you open Outlook? Does it not open at all? Does it crash or freeze? Do you get an error message?

Is this a brand new laptop setup? Are you signed into Microsoft 365 with the same Microsoft account that owns the subscription?

Which Windows build are you currently on? You can check by pressing Windows key + R, then type winver

Answer 2

Use the built-in Outlook and Office repair steps first, then reinstall Office if needed.

1. Try Outlook in Safe Mode (checks add-ins)
   1. Close Outlook.
   2. Press Windows logo key + R.
   3. Type Outlook /safe and press Enter.
   4. If Outlook opens and works in Safe Mode, disable add-ins:
      • In Outlook, select File > Options > Add‑Ins.
      • At the bottom, next to Manage, choose COM Add‑ins and select Go.
      • Clear all check boxes, select OK, then restart Outlook normally.
      • Re‑enable add‑ins one by one to find the one causing the problem.
2. Repair the Outlook profile (fixes connection/profile issues)
   1. Open Outlook (if it will open at all).
   2. Select File > Account Settings > Account Settings.
   3. On the Email tab, select the email account and choose Repair.
   4. Follow the wizard and then restart Outlook.
   5. If connection issues remain, run the classic Outlook connectivity troubleshooter from Fix your Outlook email connection by repairing your profile.
3. Repair Office from Control Panel (fixes broken Office/Outlook files)
   1. Close all Office apps.
   2. In Windows search, type Control Panel and open it.
   3. Select Programs and Features (or Uninstall a program).
   4. Find the Microsoft 365 installation, right‑click it, and select Change.
   5. Choose Online Repair and complete the repair.
   6. Restart the computer and try Outlook again.
4. If Outlook still crashes or won’t open
   1. Make sure Windows and Office are fully updated using Windows Update and the steps in Install Office updates.
   2. If nothing helps, uninstall Microsoft 365 from Apps & Features/Programs and Features, restart the PC, then reinstall Microsoft 365 from the subscription portal and set up Outlook again. This approach resolved similar “Outlook will not open” cases.

If Outlook opens but cannot send/receive, use the classic Outlook troubleshooters from Issues sending and receiving email.

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References:

• Outlook crashes or stops responding when used with Office 365
• Fix your Outlook email connection by repairing your profile
• Outlook not responding, stuck at "Processing," stopped working, or freezes
• Outlook won’t open or is stuck at loading profile
• Issues sending and receiving email
• Outlook closes shortly after it is opened
• Outlook not properly closed? - Microsoft Q&A
• What to do when Outlook will not open on my PC? - Microsoft Q&A
• How can I get office 365 to work? - Microsoft Q&A