This morning, I received a call from a client who was unable to open Outlook 2016 suddenly following an upgrade to the Windows 10 Creators Update. This problem may or may not have been directly related to that update, but the timing was at the very least coordinated with it.
Each time the client clicked the shortcut to open Outlook, the splash screen opened and Outlook would hang on the “Loading Profile” screen. These sorts of symptoms are actually not all that uncommon, and a range of different solutions exist to rectify them.
The solution this time, however, was not at all obvious. After trying all of the usual fixes:
- Disabling Hardware Acceleration via the registry
- Starting Outlook in Safe Mode (outlook.exe /safe)
- Checking/disabling compatibility troubleshooter flags on the Outlook shortcut
- Resetting the nav pane (outlook.exe /resetnavpane)
- Creating a new Outlook profile
- Repairing Outlook via an Office 2016 Online Repair
- Completely reinstalling Office 2016
- sfc /scannow
- DISM /Online /Cleanup-Image /RestoreHealth
- netsh winsock reset
- netsh int ip reset
- ipconfig /flushdns
- A complete Windows 10 “network reset”
Nothing corrected the problem. Only one bizarre workaround provoked it to open with the Exchange account attached, and that was to disable all network connectivity (in other words, by invoking, for instance, Airplane Mode). While disconnected, Outlook opened right up.
Some troubleshooting using Process Explorer revealed that Outlook TCP connections were opening but apparently failing during the launch. This, along with a run of the Microsoft Support and Recovery Assistant for Office 365, eventually led to the solution:
Disabling IPV6 in the network adapter!
- Right-click the Start Menu and choose Network Connections.
- (If on the latest Windows 10 build, you’ll need to perform this step next:) Scroll down to the bottom and click Change adapter options
- Double-click your primary network adapter.
- Click Properties.
- UNcheck Internet Protocol Version 6 (TCP/IPv6)
- Click OK.
Voila! Outlook now opens normally.
After this one, I had a beer.