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Troubleshooting: Outlook does not Launch
Who is this article for?Ideagen Mail Manager users attempting to resolve issues.
Ideagen Mail Manager must be installed.
Ideagen Mail Manager operates within Microsoft Outlook and if a problem occurs sometimes it is unclear as to which support team you should be referred to. This article is designed to help with basic troubleshooting steps to help rectify the problem where users are unable to launch Microsoft Outlook when it appears to be caused by Ideagen Mail Manager.
This article outlines:
Note: Usually if Outlook is unable to open due to a fault with an Add-in, it would simply disable the add-in and load as usual but report that the Add-in was disabled due to a problem.
Disable Ideagen Mail Manager
If you are attempting to launch Microsoft Outlook whilst offline but able to whilst online, navigate in Outlook File > Manage COM Add-ins > Ideagen Mail Manager > Options > Select "Disable this add-in" > Apply this will disable Ideagen Mail Manager in Outlook.
Go offline again and attempt to launch Outlook. If you are able to launch Outlook whilst Ideagen Mail Manager is disabled try, please uninstall Ideagen Mail Manager thoroughly and then reinstall it again. If you are still unable to launch Outlook with Ideagen Mail Manager disabled please speak with your local IT team and if necessary open a support case with Microsoft 365 as this an issue deemed not to be caused by Ideagen Mail Manager.
Uninstall/Reinstall Ideagen Mail Manager
Steps to do this by:
- Uninstall Ideagen Mail Manager as normal via Windows Control Panel. Within Local app data, deleted the following folders:
> 28 hands
> Mail Manage
> Oasys
(These can typically be found in the Ideagen Mail Manager installation folder, C:\Program Files\Oasys\) - Some files/folders here may not delete, either force delete them via admin command prompt, or rename the folders with .old at the end.
- Re-boot the Machine.
Just before you reinstall Ideagen Mail Manager attempt to launch Outlook. If you are unable to launch Outlook with Ideagen Mail Manager uninstalled please speak with your local IT team and if necessary open a support case with Microsoft 365 as this an issue deemed not to be caused by Ideagen Mail Manager.
- Re-install Ideagen Mail Manager
- Re-start Outlook
Note: If you need help reinstalling Ideagen Mail Manager please following the guidance in article: Getting Started with the Ideagen Mail Manager Installation – Ideagen Mail Manager (ideagen.com)
Run an Office Repair
In addition to this we advise that you review the instructions in conjunction with advise officially provided by Microsoft Outlook. The below links include the official instructions on how to repair and configure Microsoft Outlook:
- I can’t start Microsoft Outlook or receive the error “Cannot start Microsoft Office Outlook. Cannot open the Outlook Window”
- I get a "stopped working" error when I start Office applications on my PC (microsoft.com)
Reminder: These instructions are provided by Microsoft and should be followed in conjunction with the advice from your local IT team.