Outlook 365 w/ Windows 10 Pro crashes; repair and reinstall don't fix

rprescot · 21 Mar 2017

Outlook 365 became unstable a few days ago and now is completely whacked. Our 365 subscription is in my name, but I share it with my wife and Outlook 365 usually runs on her Dell machine under her Microsoft account.

1. When run under her account, it either crashes right after opening, asking me to send the error report, or tells me "There was a problem checking this device's license status, please sign in ..." and then crashes, or tells me I'm missing a dll file (the file name changes from instance to instance, I think) and then crashes, or some combination of the above. But it always crashes.

2. When I try to open it under my Microsoft account on her Dell, I get a different error message, and then it crashes. It tells me there's a problem and Microsoft will tell me when there's a fix. (I'm paraphrasing.)

2. I tried "Change" and ran the "Quick Fix", but it didn't help. Then I ran "Online Repair"; it said it was installing the 365 suite but hung up and never completed. I tried this several times.

3. Then I uninstalled 365 and reinstalled it. The uninstall and install went smoothly. But even this didn't fix the problem.

The other Office 365 programs are running fine and there are no apparent problems anywhere else.

The last update on the machine is "Update for Windows 10 Version 1607 for x64-based Systems (KB3150513)" on March 16. The OS is Win 10 Pro 64 bit.

Any help would be enormously appreciated.

Rick

Caledon Ken · 21 Mar 2017

Hi Rick.

Just trying to sort through this. Lets see if I have this right. You lease / rent Office 365. You have two users on one computer, wife and you.

When you start Outlook 2016 (part of current Office 365), when signed in with wife's id (using a Microsoft Id rather than a local account ) the program starts and immediately crashes. It is the mail program that crashes, Word, excel and Powerpoint work fine.

Correct?

First you could try staring in safe mode and some of the items here

Outlook not responding, stuck at "Processing," stopped working, freezes, or hangs - Outlook

Then another article with a tool ( worth a shot )

Fixes or workarounds for recent issues in Outlook for Windows - Outlook

and finally starting with a new profile

Create an Outlook profile - Outlook

Not sure how you have outlook set up and who you use for mail. I mention this as you may be into some recovery of mail (pst files) or contacts. I use with outlook.com so contacts, task, calendars are in cloud and sync when I setup account.

Ken

rprescot · 22 Mar 2017

Thanks, Ken.

You are "correct" in my description of the situation. My wife's Outlook "imaps" to Gmail. She has some pst file-based mail folders too, but I don't think they're the problem. I'll check your suggested links and get back.

rprescot · 22 Mar 2017

Ken, I created a new Profile for her and it fixed the problem. Thanks again.

See:
https://answers.microsoft.com/en-us/...=1490222598785

Caledon Ken · 22 Mar 2017

Cool. There should be a better way to fix Outlook than creating new profiles. Basically you are starting fresh. Thankfully IMAP and EAS take care of most of the mail. I also use Thunderbird and it is dead simple to copy your profile out and when in doubt restoring it.

Thanks for posting solution.

Ken