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Troubleshooting: Outlook does not Launch
Who is this article for?Mail Manager users attempting to resolve issues.
Mail Manager must be installed.
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 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 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 > Mail Manager > Options > Select "Disable this add-in" > Apply this will disable Mail Manager in Outlook.
Go offline again and attempt to launch Outlook. If you are able to launch Outlook whilst Mail Manager is disabled try, please uninstall Mail Manager thoroughly and then reinstall it again. If you are still unable to launch Outlook with 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 Mail Manager.
Uninstall/Reinstall Mail Manager
Steps to do this by:
- Uninstall 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 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 Mail Manager attempt to launch Outlook. If you are unable to launch Outlook with 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 Mail Manager.
- Re-install Mail Manager
- Re-start Outlook
Note: If you need help reinstalling Mail Manager please following the guidance in article: Getting Started with the Mail Manager Installation – 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.