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Outlook 2013 offline only opens in safe mode RRS feed

  • Question

  • So we have 2 users with office 2013, Win7pro, where Outlook will only open in Safe Mode when away from the subnet where Exchange 2007 (SBS2008) is installed.  30 other users have no problem roaming from office to office to public network to VPN.

    First one user had the problem, then a week or so later another user started having the problem. 

    This is a multi-office environment with VPN connections and local DC's.  Other users work just fine.  Something has changed on these two machines, but what?  If the machines are on the subnet with the Exchange server they will open Outlook normally.  Anywhere else including not connected to any network, Outlook will not complete the launch process, I've left them for an hour waiting to get to the inbox without success.  No errors are produced either in the launch or in app logs.  Even with all add-ins disabled they won't launch except in safe mode.

    I've tried:

    1. deleting the user profile and recreating the user profile.  I've ensured that the registry and user folders are cleared.

    2. repairing Office.

    3. removing and reinstalling office.

    4. logging the user into another outlook 2013 machine and outlook works fine.

    5. another user on the same machine works fine.

    This is driving me crazy.  Not sure what else to try on this.  Any ideas would be appreciated.

    Thank you,

    John


    JR SBS Specialist

    Tuesday, April 8, 2014 3:54 PM

Answers

  • Melon:

    Checking disable hardware acceleration was the correct step except the software would not save the setting.  I followed this article http://support.microsoft.com/kb/2761977/en-us to add the registry entry to resolve the problem. 

    Imagine, Lenovo T430 laptop not compatible with Office 2013.  Maybe office 2013 to trying to be too cute?

    Problem is now solved.  Funny the machine worked for a brief period after the rebuild but then stopped.

    Thank you for your help.

    John


    JR SBS Specialist

    • Marked as answer by T4D-JR Thursday, April 24, 2014 2:02 PM
    Thursday, April 24, 2014 2:02 PM

All replies

  • Hi,

    By the step 5, another user on the same machine works fine, this makes me believe you can try to locate the specific user data that is causing the problem. To do this, follow these steps:

    Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry,
    http://windows.microsoft.com/en-US/windows7/Back-up-the-registry

    a. Close Outlook if it is running.
    b. Start Registry Editor.
    c. Browse to the following registry location:
    HKEY_CURRENT_USER\Software\Microsoft\Office\15.0
    d. Rename this key to \15.0-old
    e. Restart Outlook.

    After you do this, check if it can start properly, hopefully Outlook will prompt you for the user name and initials again.

    You can find more useful information from this KB below:

    http://support.microsoft.com/kb/2934538/en-us

    Thanks,

    Melon Chen

    Forum Support


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    Wednesday, April 9, 2014 5:39 AM
  • Hi,

    Just checking in to see if the information was helpful. Please let us know if you would like further assistance.

    Thanks,

    Melon Chen

    Forum Support


    Come back and mark the replies as answers if they help and unmark them if they provide no help.

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    Monday, April 14, 2014 1:52 AM
  • Hi Melon:

    Sorry, for the delay.  The client is just finishing up on tax season.  They don't want to take even a few minutes to give this a try until the end (April 15th). 

    I'll get back to the thread after the close of tax season.

    Sorry for the delay.  Thank you for your help.

    John


    JR SBS Specialist

    Monday, April 14, 2014 8:15 PM
  • Hi,

    Please kindly reply to this thread after the tax season, and if you find it helpful, just make it as answer.

    Thanks,

    Melon Chen

    Forum Support


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    Tuesday, April 15, 2014 1:55 AM
  • Melon:

    I did resolve the issue today.  I tried the items you mentioned above without success.

    It turned out to be a corrupted message in the inbox.  When signed into Outlook in safe mode I moved all Inbox items to a new folder under the inbox and restarted Outlook normally.  It runs fine now.

    Thank you for your help.

    John


    JR SBS Specialist

    • Marked as answer by T4D-JR Wednesday, April 16, 2014 3:48 PM
    • Unmarked as answer by T4D-JR Wednesday, April 16, 2014 4:00 PM
    Wednesday, April 16, 2014 3:48 PM
  • Melon:

    Looks like I spoke to soon.  As soon as there is any item in the Inbox, Outlook freezes and will not load except in safe mode.  It is unable to open an item in the inbox and will not startup normally.  If I move the item to any other folder, Outlook will open just fine.  However, I cannot open any items unless in safe mode. Outlook just freezes. 

    I recreated the OST,  Outlook will open but cannot open items without freezing.  The user can access an item from the inbox using OWA without a problem.  I tried the administrator account on the PC and now that account can't work with outlook.

    Next I tried a repair or a removal and got several common, errors which web research showed "Mr. Fixit" KB articles to remove Office.  So I removed office.

    Next I reinstalled office.  Office just freezes.  You can't do anything with it in normal mode, only safe mode. 

    All addins are disabled.  I recreated the Normal.dotx in word and set it to not show the start screen and it will open fine.  Show start screen and the program will not open. 

    All I know is the new Office 2013 stinks. 

    I can only think that at this stage the only solution is to reformat the machine.


    JR SBS Specialist

    Wednesday, April 16, 2014 5:53 PM
  • Hi,

    Please perform a clean boot, then start Outlook, does it work fine?

    Performing a clean boot is always a good method to determine if background programs are interfering with Outlook:

    http://support.microsoft.com/kb/929135

    If the issue persists in clean boot mode, please open the Event Viewer and look at the Application Log for any error events that are registered by Outlook or happened at the time that you tried to open Outlook. Copy this error message and post it here.

    To open the Event Viewer, go to Run -> type "eventvwr" in the blank box and press Enter.

    Thanks,

    Melon Chen

    Forum Support


    Come back and mark the replies as answers if they help and unmark them if they provide no help.

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    Thursday, April 17, 2014 2:31 AM
  • Hi,

    Just checking in to see if the information was helpful. Please let us know if you would like further assistance.

    Thanks,

    Melon Chen

    Forum Support


    Come back and mark the replies as answers if they help and unmark them if they provide no help.

    If you have any feedback on our support, please click here
    Monday, April 21, 2014 1:54 AM
  • Melon:

    None of the information posted here was helpful.  There were no errors in the event logs (application or system). We ended up reloading windows 7/64 and reinstall office.  Same problem.  No matter which user tried to access their email on the system, it would hang - even after a reformat and reinstall.

    I logged the problem user into an office 2010 install, loaded just fine.  I also tried the other users.  They loaded Outlook just fine on Office 2010.  I restarted the PC with the problem Office 2013, yet again.  Like magic it worked just fine.

    Why?  I have no idea.  I have one more machine - out of about 30 similar machines with the same problem.  I'm just shaking my head back and forth at this point. 

    No errors were ever generated anywhere, it would just freeze and like magic it starts working again after I log the user into Office 2010.


    JR SBS Specialist


    • Edited by T4D-JR Monday, April 21, 2014 10:13 PM
    Monday, April 21, 2014 10:12 PM
  • I would like to point out that I am having the same trouble with several computers.  In addition to the other stapes noted I have also tried turning off every COM add-in while in Safe mode and then restarting.  The users sais it began after installing several updates, but since updates are a fairly frequent occurrence that may not be related.  Unfortunately the problem has been going on for long enough that there is no system restore point recent enough.

    Monday, April 21, 2014 10:37 PM
  • I agree that this has been caused by updates.  Curiously, the laptop I repaired is still largely un-patched but had the problem initially.  Now it's working.  I've got patches set to deploy tonight so I wonder if it will work in the morning....

    I'll let you know tomorrow afternoon.


    JR SBS Specialist

    Tuesday, April 22, 2014 1:04 AM
  • Hi,

    I would suggest you disable hardware grphics acceleration by going to FILE tab -> Options -> Advanced -> Check the box for Disable hardware graphics acceleration -> OK.

    Let me know if the problem persists after you deploy the patches, or I'll involve someone familiar with this topic to further look at this issue.

    Thanks,

    Melon Chen

    Forum Support


    Come back and mark the replies as answers if they help and unmark them if they provide no help.

    If you have any feedback on our support, please click here
    Tuesday, April 22, 2014 1:50 AM
  • Melon:

    Checking disable hardware acceleration was the correct step except the software would not save the setting.  I followed this article http://support.microsoft.com/kb/2761977/en-us to add the registry entry to resolve the problem. 

    Imagine, Lenovo T430 laptop not compatible with Office 2013.  Maybe office 2013 to trying to be too cute?

    Problem is now solved.  Funny the machine worked for a brief period after the rebuild but then stopped.

    Thank you for your help.

    John


    JR SBS Specialist

    • Marked as answer by T4D-JR Thursday, April 24, 2014 2:02 PM
    Thursday, April 24, 2014 2:02 PM
  • After trying several other suggestions, I tried Melon Chen's solution. Now, Outlook opens normally. I did have to setup my email accounts again but being IMAP and MS Exchange accounts, they synced up readily. All my save emails downloaded from the cloud so I'm happy.
    Thursday, February 22, 2018 9:21 PM
  • Thanks alot.

    This worked for me.

    Monday, June 4, 2018 8:48 AM