I can’t open my email on my computer

Question

I can’t open my email on my computer

Wellness 0

I can’t open my email on my computer. There is just a message that says “loading profile”. How can I resolve this?

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2 answers

Your answer

Answer 1

Dear Wellness,

If Outlook is stuck on "Loading Profile", the issue is often caused by a problematic add-in, a corrupted Outlook profile, or an issue with the local Outlook data file. Here are some troubleshooting steps I recommend you try:

Step 1: Ending processes in Task Manager

Right click on any space of the Taskbar and select Task Manager > Under the Processes tab, locate all Office processes.
Select an Office process and then choose End task. Repeat this for each Office process listed

Step 2: Disable Outlook presence features

In Outlook, select File, > Options, > People > Uncheck the check boxes for the following options if they are enabled:

Display online status next to name
Show user photographs when available

Select OK and then restart Outlook

Note: Disabling the presence functionality will help mitigate the issue. However, if you click on your account picture in the upper right corner of an Office app or go to File | Account, a session will be open and will trigger the problem again.

Step 3: Start Outlook in Safe Mode by pressing Windows + R, typing outlook.exe /safe, and pressing Enter. If Outlook opens, disable any unnecessary COM add-ins (Go to Classic Outlook > File > Options > Add-ins).

Step 4: Create a new Outlook profile via Control Panel > Mail > Show Profiles > Add, then set the new profile as the default. Or you can refer to this article: Create a profile in classic Outlook for Windows

Step 5: Repair your Microsoft 365/Office installation using Control Panel > Programs and Features > Microsoft 365 > Change > Quick Repair. If the issue persists, try Online Repair.

Moreover, to help narrow down the cause, could you please provide a bit more information?

Is this happening with a Microsoft 365 work or school account, or a personal account (@Outlook.com or @Hotmail.com)?‌
Did the issue start suddenly, or was there a recent change such as a password reset, Outlook update, Windows update, or new computer?
Does Outlook remain stuck on "Loading Profile" indefinitely, or does it eventually display an error message? If possible, could you share a screenshot with me (remember to remove your personal information before sharing)
Can you access the same mailbox through Outlook on the web? ‌
Is this affecting only your account, or do other users on the same computer experience the same issue? Does it happen on other devices?
Are you connected to a corporate network/VPN, or are you working from home?‌

Thank you for your patience and understanding. If you have any questions or get stuck on any steps, please feel free to reach out. I'm looking forward to your update.

Answer 2

Install all available Windows updates first, because Microsoft has fixed a current Classic Outlook issue that can leave POP-account or PST-based profiles hanging at “Loading Profile.” ^1^

1. Update Windows completely

This is especially relevant if the problem began after the January 13, 2026 Windows updates and the Outlook profile uses a POP account or a PST file.

Right-click Start and select Settings.
Select Windows Update. On Windows 10, select Update & Security.
Select Install now or Check for updates.
Install everything offered and restart when prompted.
Repeat until Windows Update displays You’re up to date.
Open Classic Outlook again.

If updates do not resolve it, continue below.

2. Test Outlook without add-ins

Press Windows key + R.
Enter:

outlook.exe /safe

Select OK and choose the normal profile if prompted.

If Outlook opens in safe mode, an add-in is likely causing the hang:

Go to File → Options → Add-ins.
Next to Manage: COM Add-ins, select Go.
Record the enabled add-ins, then clear all their checkboxes. Do not select Remove.
Restart Outlook normally.
Re-enable the add-ins one at a time, restarting Outlook after each, until the problem returns. Leave the problematic add-in disabled. ^2^

3. Create a new Outlook profile

If safe mode also hangs, test whether the existing Outlook profile is damaged. This creates a new Outlook profile, not a new Windows user account.

Close Outlook.
Open Control Panel.
Search for and open Mail (Microsoft Outlook).
Select Show Profiles → Add.
Enter a new profile name and add the work email account.
Hold Shift while starting Outlook.
Select the new profile and choose OK.

If Outlook opens with the new profile, the original profile is corrupted. Keep the old profile until the new one is fully working and all required local data is available. Microsoft documents that a successful test with a new profile identifies the original profile as the source of the problem. ^2^

4. Repair the data file or Office

If the new profile does not help:

PST problems: Run the Outlook Inbox Repair Tool, scanpst.exe, to check and repair the PST. This is particularly relevant for POP accounts and locally stored Outlook data files.
Office installation problems: Go to Settings → Apps → Installed apps → Microsoft 365/Office → Modify, run Quick Repair, and test Outlook. If that fails, run Online Repair. Online Repair is more extensive and may require signing back into Office afterward. ^2^

Microsoft also provides Classic Outlook startup and profile troubleshooters through the Get Help app. These troubleshooters apply to Classic Outlook, not new Outlook for Windows. ^3^

If this is a managed business computer and Outlook still cannot start, contact the organization’s Microsoft 365 administrator. The administrator can check account policies and open a Microsoft 365 support request. Use Outlook on the web temporarily if browser access is available.

References