Outlook Troubleshooting Guide

This article provides basic troubleshooting steps for common Outlook issues, including Outlook not opening, slow performance, send/receive issues, repeated password prompts, bad recipient suggestions, and mobile setup problems.
Before you begin: Try signing in to Outlook on the web first. If Outlook on the web works, the issue may be specific to the Outlook app, the device, or the local Outlook profile.

Basic Outlook Troubleshooting ▾

If Outlook is not opening, not sending or receiving mail, or running slowly, start with the steps below.

  1. Try Outlook on the web. Go to https://outlook.office.com and sign in with your full FAU email address and FAU password.
    • If you receive a username or password error, verify your account and password using another FAU service or contact the Help Desk.
    • If Outlook on the web works, continue troubleshooting the Outlook app.
  2. Restart Outlook. Fully close Outlook and reopen it.
  3. Restart your device. Restarting clears temporary issues that may prevent Outlook from opening, syncing, or sending mail.
  4. Check your internet connection. Outlook requires a stable internet connection to sync mail, calendar, and contacts.
  5. Install Microsoft 365 updates. Outdated versions of Outlook or Microsoft 365 can cause syncing problems, crashes, or missing features.
  6. Check mailbox storage. If your mailbox is full or near its limit, Outlook may stop sending or receiving messages.

Outlook Will Not Open, Freezes, or Runs Slowly ▾

Close Outlook completely

  1. Close Outlook.
  2. Open Task Manager.
    • On Windows, press Ctrl + Shift + Esc.
  3. Look for Outlook or OUTLOOK.EXE.
  4. If Outlook is still running, select it and choose End task.
  5. Reopen Outlook.

Update Microsoft 365 apps

  1. Open any Microsoft 365 app, such as Word or Outlook.
  2. Select File.
  3. Select Account or Office Account.
  4. Under Product Information, select Update Options.
  5. Select Update Now.
  6. Restart Outlook after updates finish installing.
Note: If the update option is unavailable on an FAU-owned computer, updates may be managed by device policy.

Repair the Outlook profile, if available

  1. Open Outlook.
  2. Select File.
  3. Select Account Settings, then select Account Settings again.
  4. On the Email tab, select your FAU account.
  5. Select Repair, if the option is available.
  6. Follow the prompts, then restart Outlook.
Note: The Repair option may not be available for every Outlook version or account type.

Outlook Is Not Sending or Receiving Mail ▾

  1. Confirm that your device is connected to the internet.
  2. Try signing in to https://outlook.office.com.
    • If mail works on the web, the issue may be with the Outlook app or local profile.
    • If mail does not work on the web, the issue may be account-related or service-related.
  3. Check the Outbox for stuck messages.
  4. Check whether your mailbox is full or near its storage limit.
  5. Restart Outlook and try sending or receiving again.
  6. Update Microsoft 365 apps.
Note: If your mailbox reaches its storage limit, Outlook may stop sending or receiving mail until space is cleared.

Outlook Keeps Asking for a Password ▾

If you recently changed your FAU password, Outlook may continue prompting for a password if old sign-in information is stored on the computer.

Step 1: Close Outlook

  1. Close Outlook.
  2. Open Task Manager.
  3. Confirm that Outlook or OUTLOOK.EXE is not still running.
  4. If Outlook is still running, select it and choose End task.

Step 2: Remove saved Outlook credentials from Windows Credential Manager

  1. Open the Windows search bar.
  2. Search for Credential Manager.
  3. Open Credential Manager.
  4. Select Windows Credentials.
  5. Look for saved credentials related to Outlook, Microsoft Office, Microsoft 365, Office16, or the affected FAU account.
  6. Expand the related credential.
  7. Select Remove.
  8. Repeat for any other clearly related Outlook or Microsoft Office credentials.
  9. Restart the computer.
  10. Open Outlook and sign in again with your full FAU email address and FAU password.
Important: Only remove credentials that are clearly related to Outlook, Microsoft Office, Microsoft 365, or the affected FAU account. Removing unrelated credentials may require you to sign back in to other apps or services.

Clear Bad Recipient Suggestions ▾

Outlook may save mistyped or outdated email addresses as suggested recipients. This can cause messages to bounce back as undeliverable if the wrong address is selected again.

Remove a single bad recipient suggestion

  1. Open a new email message in Outlook.
  2. Begin typing the recipient’s name or email address in the To, Cc, or Bcc field.
  3. When the incorrect suggestion appears, select the X, Remove, or delete option next to the suggestion, if available.
  4. Type the correct email address and send the message again.

Clear the full AutoComplete list in classic Outlook for Windows

  1. Open classic Outlook.
  2. Select File.
  3. Select Options.
  4. Select Mail.
  5. Scroll to the Send messages section.
  6. Select Empty Auto-Complete List.
  7. Select Yes or OK to confirm.
Important: Emptying the AutoComplete list removes saved recipient suggestions from classic Outlook.

Android or Google Pixel: Something Went Wrong 1001 Error ▾

If the Outlook mobile app on Android or Google Pixel displays a Something went wrong 1001 error during setup, try Outlook on the web as a temporary workaround.

Use Outlook on the web from Android

  1. Open your preferred browser on the Android device, such as Chrome or Microsoft Edge.
  2. Go to https://outlook.office.com.
  3. Enter your full FAU email address.
  4. Select Next.
  5. Sign in with your FAU password.
  6. Complete Microsoft Authenticator verification, if prompted.
  7. After Outlook opens in the browser, open the browser menu.
  8. Select Install app or Add to Home screen, if available.
  9. Follow the prompts to add Outlook on the web to your device.
Note: This adds Outlook on the web as a web app or home screen shortcut. It is a workaround for accessing email and is not the same as fixing the native Outlook mobile app.

Additional steps

  • Update the Outlook mobile app from the Google Play Store.
  • Restart the Android device.
  • Remove and re-add the FAU account in the Outlook app.
  • If the error continues, contact the Help Desk for assistance.

Troubleshooting ▾

  • If Outlook on the web does not work, verify that your FAU password is correct and that your account is active.
  • If Outlook on the web works but the Outlook desktop app does not, restart Outlook, update Microsoft 365, and try repairing the Outlook profile if the option is available.
  • If Outlook repeatedly asks for a password after a password change, clear saved Outlook or Microsoft Office credentials from Windows Credential Manager.
  • If messages bounce back as undeliverable, confirm the recipient address and remove any incorrect saved suggestions.
  • If Outlook is slow, check mailbox size, update Microsoft 365, restart the device, and confirm the internet connection is stable.
  • If mobile setup fails, try Outlook on the web and contact the Help Desk if the issue continues.

Still Need Help?

If Outlook is still not working after following these steps, please contact the Help Desk at 561-297-3999 or report an email problem.

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