How to fix Microsoft 365 from being stuck loading Outlook profile

Start classic Outlook in Safe Mode; if it opens there, disable its COM add-ins, and if it remains stuck, create a new Outlook profile without deleting the existing profile.

1. Test Outlook without add-ins

1. Close Outlook.
2. Press Windows key + R.
3. Enter:

outlook.exe /safe

4. Select the normal profile if prompted.

If Outlook opens, an add-in is likely interfering with startup:

1. Go to File → Options → Add-ins.
2. At the bottom, select COM Add-ins → Go.
3. Record or screenshot the enabled add-ins.
4. Clear all check boxes—disable them rather than selecting Remove.
5. Restart Outlook normally.
6. Re-enable add-ins one at a time, restarting Outlook after each, until the problem returns. Leave the last add-in disabled. ^1^

2. Check for the specific Windows 11 POP issue

This branch applies only if both conditions are true:

• Settings → Windows Update → Update history shows KB5074109.
• The affected Outlook account is configured as POP.

That combination has been reported to make classic Outlook hang at Loading Profile. In this specific case, uninstalling KB5074109 has restored Outlook for some affected users. ^2^

To test the workaround:

1. Open Settings → Windows Update → Update history → Uninstall updates.
2. Locate KB5074109 and select Uninstall.
3. Restart Windows and test Outlook.

Removing a security or quality update can reintroduce issues fixed by that update. Use this only for the matching POP-account scenario, preferably with approval from your organization’s IT administrator.

3. Create a clean Outlook profile

If Safe Mode also hangs—or disabling add-ins changes nothing—test a new profile:

1. Close Outlook.
2. Open Control Panel.
3. Select User Accounts → Mail → Show Profiles.
4. Select Add. Do not remove the existing profile.
5. Name the new profile and enter the Microsoft 365 email address.
6. Complete sign-in and select Finish.
7. Hold Shift while starting Outlook, then select the new profile.

If the new profile works, the original Outlook profile is damaged. Continue using the new one and only remove the old profile after confirming that all required data is available. Removing a profile also removes its associated local data files, so do not remove it if locally stored data is not backed up or synchronized. ^3^

4. Repair Microsoft 365

If the new profile also hangs:

1. Search Windows for Control Panel.
2. Open Programs → Uninstall a program.
3. Right-click Microsoft 365.
4. Select Change → Online Repair.
5. Complete the repair, restart Windows, and test Outlook. ^3^

Online Repair is more extensive than Quick Repair and may require signing back into Office afterward.

5. Run Microsoft’s startup diagnostics

On Windows 10 or later, open Get Help on the same PC and run the classic Outlook startup troubleshooter. If it does not resolve the problem, run the classic Outlook advanced diagnostics troubleshooter to generate a detailed configuration report.

These troubleshooters apply to classic Outlook, not new Outlook for Windows. ^4^

For a business account, an administrator should also check Microsoft 365 admin center → Health → Service health for an active Exchange Online or Outlook advisory. ^5^

While troubleshooting, the mailbox can be accessed temporarily through Outlook on the web.

If diagnostics find nothing and the new profile plus Online Repair both fail, ask the Microsoft 365 administrator to open a support request from Microsoft 365 admin center → Support → Help & Support.

References

1. [Classic Outlook](https://support.microsoft.com/outlook/getstarted/outlook-for-windows-not-responding-hangs-freezes-or-stops-working)
2. Classic outlook app hangs at Loading Profile - Microsoft Q&A
3. Outlook crashes or stops responding when used with Office 365 | Microsoft Support
4. Classic Outlook troubleshooters | Microsoft Support
5. How to check Microsoft 365 service health