New Outlook is frozen

Costello, Abby 0 Reputation points
2026-10-12T14:29:05.49+00:00

Screenshot 2026-10-12 094505.png

My new Outlook app has been frozen for two weeks. It is version 1.2026.929.200. I have tried repairing it from the Settings, resetting it, uninstalling and reinstalling, restarting my computer, etc. What can I do to fix this?

Outlook | Windows | New Outlook for Windows | For business
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  1. Emily T 820 Reputation points Microsoft External Staff Moderator
    2026-10-12T17:49:48.82+00:00

    Hi @Costello, Abby

    Thanks for the details and for trying the previous steps (repair, reset, uninstall/reinstall, and restart).

    As a next troubleshooting step, I recommend clearing the local Outlook cache folders, which may help address the freezing issue you are experiencing. Please follow the instructions below:

    1. Clear the local Outlook cache folders (most effective for this exact freeze)
    2. Close New Outlook completely.
If needed, open Task Manager (Ctrl + Shift + Esc), find any “Microsoft Outlook” or “olk.exe” processes, and end them.
    3. Press Windows key + R, type the following exactly, and press Enter:
%localappdata%\Microsoft
    4. In the folder that opens, delete (or rename) these two folders:• Olk • OneAuth
    5. Restart your computer.
    6. Open New Outlook and sign in again.

    These folders only store temporary cache and sign-in data. Your emails remain safely on the server, and the folders will be recreated automatically.

    Ref: new outlook freezes when opened - unable to resolve with all fixes, i.e., repair, reset, uninstall,…

    If it still freezes test with a new Windows user profile

    1.  Go to Settings > Accounts > Other users (or Family & other users).

    2.  Add a new local account (you can call it “TestOutlook”).

    3.  Sign out of your current account and sign in to the new one.

    4.  Install/open New Outlook from the Microsoft Store and sign in with your email.

    •  If it works in the new profile, the problem is tied to settings or leftover data in your original Windows profile.

    •  If it still freezes, the issue is more likely system wide.

    I hope this helps move the case forward. Should you have any further questions or need additional assistance, please feel free to share them in the comment below. I'm very happy to help.   

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

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  3. AI answer

    2026-10-12T14:29:23.4633333+00:00

    Since repair, reset, uninstall/reinstall, and restart were already tried, the next supported steps are:

    1. Force-close New Outlook again from Task Manager
      • Right-click Start > Task Manager.
      • Select Microsoft Outlook > End task.
      • Confirm Outlook is fully closed, then reopen it.
    2. Make sure Windows and Office are fully updated
      • Install the latest Windows updates.
      • Install the latest Office updates.
      • Restart the PC after updates complete.
      • Outlook freezing is a known symptom when the latest updates are not installed.
    3. Check whether antivirus integration is causing the freeze
      • Outdated antivirus software or antivirus integration with Outlook can cause Outlook to stop responding.
      • If the antivirus product has Outlook integration or an Outlook add-in, disable that integration or add-in.
      • Risk: changing antivirus settings can reduce protection. Use this only if the antivirus vendor documents it, and re-enable protection if it does not help.
    4. If the issue started after a Windows startup change or another app was installed, test with a selective startup
      • Open Control Panel > System and Security > Administrative Tools > System Configuration.
      • On the General tab, select Selective startup.
      • Clear Load system services and Load startup items.
      • Re-check Load system services, select OK, then restart.
      • If Outlook works after restart, re-enable services and startup items gradually to identify the conflicting app or service.
      • This is an advanced step intended to isolate software conflicts.
    5. If New Outlook still freezes, reinstall it from Microsoft Store and verify Windows version
      • New Outlook requires Windows 10 version 17763.0 or later to download from Microsoft Store.
      • Open Microsoft Store and select Get or Open for New Outlook.
    6. If the problem is actually occurring when opening files or sending mail, use the Outlook troubleshooter guidance for classic Outlook causes
      • Common causes include another process using Outlook, external content loading, add-ins, large mailboxes, corrupted profile, antivirus conflicts, or another conflicting program.
      • The Classic Outlook Advanced Diagnostics troubleshooter does not work for New Outlook, so skip that tool for this case.

    Based on what was already tried, the highest-value next checks are Windows/Office updates, antivirus/Outlook integration, and a selective startup to identify a conflicting background app or service.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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