Outlook gets stuck in "loading Profile" after adding a Shared Cloudmailbox

Question

We run a hybrid solution for our mailservers, some are still on prem and others already in the cloud. The mailbox was initialy an on-prem mailbox and then was moved to Microsoft 365. This change didnt cause any problem, however when i tried to add another cloud mailbox my outlook client gets stuck with the message "loading profile". During this state, i am unable to remove it and i had to delete the old profile and create a new one to access my mails.

Also after i have added a new profile outlook didnt start at all, which meant i had to remove my whole user profile and start from the beginning again.

I was able to add the mailbox with the function "open additional mailboxes" but there are some features missing, like rules and notifications are missing which i need access to.

For some of my colleagues there werent any issues. All colleagues have a on-prem mailbox, just like myself.

I have already tried:

the manual set up

Different laptops

different options in the advanced set up (Microsoft 365, Exchange, etc...)

• checked permissions in the AD
• checked attributes in the AD and Exchange

waited about 6 hours on a different laptop with outlook loading

The current version im using is 2402 Build 16.0.17328.20346 64 Bit

In the screenshot you will see that it gets stuck during the "loading profile"

Answer 1

Hi, @DMM

Based on your description, I briefly summarize your problem:

1.You are experiencing a common issue with Outlook getting stuck at the "loading profile" stage when trying to add another cloud mailbox.

2.Outlook doesn't start after re-adding the profile.

3.When you add a mailbox using the "Open additional mailboxes" option, it doesn't give you full access to all features like rules and notifications.

Encountering a situation when Outlook is not opening a loading profile can be a headache and needs some actions to be taken seriously.

Here are some tried and tested methods that you can try:

1.Run Outlook With Administrator Privileges. Right-click on the Outlook shortcut and choose Run as administrator.

2.Launch Outlook In Safe Mode. Safe mode only loads the essential files to run Outlook. This gives you a chance to disable any suspicious Outlook add-ins.

3.Microsoft recommends that you close all Office processes with Task Manager to fix the Outlook stuck on loading profile issue.

Find all the Office processes, right-click on them one by one, and select End task.

4.Create a New Outlook Profile. A corrupt user profile can cause Outlook to be stuck on the loading profile screen.

5.Use SARA to help you troubleshoot and fix issues. About the Microsoft Support and Recovery Assistant - Microsoft Support

6.Finally, you can also try to reinstall Outlook and see if the problem is resolved.

The solution to the problem is mentioned in the official Microsoft documentation, which you can refer to Outlook won’t open or is stuck at loading profile - Microsoft Support

Other effective methods can be referred to 7 Tips to Fix "Outlook Loading Profile Stuck" Error [2024] (wondershare.com)

Please Note: Since the web site is not hosted by Microsoft, the link may change without notice. Microsoft does not guarantee the accuracy of this information. 

 

In addition, using the "open additional mailboxes" function in Outlook has allowed you to add the mailbox, but some features like rules and notifications are missing. This is a known limitation when accessing shared mailboxes in this manner.

To access the full features, including rules and notifications, you might need to add the mailbox as a separate account rather than using the "open additional mailboxes" function. Here are a few steps you can try:

1.If you added the mailbox through "Open additional mailboxes," you should remove it first.

• Go to File > Account Settings > Account Settings.
• Click on the Email tab.
• Select the secondary mailbox and click Remove.

2.Add as a New Account:

• Go to File > Add Account.
• Enter the email address of the mailbox you want to add.
• Click Connect and follow the prompts to enter the password and any other necessary information.

3.Grant full access. Administrators can grant permissions through EAC or Power Shell.

4.Restart Outlook.

 

Also, considering that Outlook takes up to six hours to load, this article may improve the situation due to performance issues such as insufficient computer specifications or a large mailbox memory.

How to troubleshoot performance issues in Outlook - Microsoft Support

 

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.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Answer 2

I was faced with the same issue and have found the solution to my case, so it may help you too.

I logged into the shared mailbox, from Microsoft® Outlook® for Microsoft 365 MSO (Version 2406 Build 16.0.17726.20078) 64-bit, using the credentials of a user with only a Exchange Kiosk license and then Outlook froze up like you described (after the login credential was accepted). When I changed the license of the user to Exchange Online 1, the problem instantly went away.

My suggestion; check the type of license the user has, it looks like a full exchange license is required.