This guide will help you resolve common issues when Microsoft Outlook keeps crashing or freezing on your computer. Follow these steps to troubleshoot the problem before contacting IT Support.

Basic Troubleshooting Steps

Step 1: Restart Outlook

  1. Close Outlook completely
  2. Press Ctrl + Shift + Esc to open Task Manager
  3. Look for any Outlook processes still running
  4. Select any Outlook processes and click End Task
  5. Wait 30 seconds, then restart Outlook

Step 2: Restart Your Computer

Sometimes a simple restart can resolve the issue:

  1. Save all your work
  2. Close all applications
  3. Restart your computer
  4. Open Outlook again after restart

Check for Updates

Update Outlook/Office

  1. Open any Office application (Word, Excel, or Outlook if it opens)
  2. Click on File > Account
  3. Click Update Options > Update Now
  4. Wait for updates to install
  5. Restart your computer
  6. Try opening Outlook again

Start Outlook in Safe Mode

Safe Mode starts Outlook without add-ins, which often cause crashes:

  1. Press Windows Key + R to open the Run dialog
  2. Type: outlook.exe /safe
  3. Press Enter
  4. If Outlook works in Safe Mode, the issue is likely caused by an add-in

Check Your Mailbox Size

A full mailbox can cause Outlook to crash:

  1. Open Outlook (if possible)
  2. Right-click on your mailbox name at the top of the folder list
  3. Select Data File Properties
  4. Click Folder Size
  5. Check if you're near your mailbox limit
  6. If your mailbox is full:
    • Delete unnecessary emails
    • Empty your Deleted Items folder
    • Archive old emails

Clear Outlook Cache

Clear Outlook Temporary Files

  1. Close Outlook completely
  2. Press Windows Key + R
  3. Type: %localappdata%\Microsoft\Outlook
  4. Press Enter
  5. Delete all files with ".ost" extension (these will rebuild automatically)
    • Note: Only delete .ost files, not .pst files

Clear Outlook AutoComplete Cache

  1. Open Outlook
  2. Click File > Options
  3. Select Mail
  4. Scroll down and click Empty Auto-Complete List
  5. Click Yes to confirm

Disable Hardware Graphics Acceleration

  1. Open Outlook
  2. Click File > Options
  3. Select Advanced
  4. Scroll down to the Display section
  5. Check the box: Disable hardware graphics acceleration
  6. Click OK
  7. Restart Outlook

Check for Large Attachments

Large emails with attachments can cause crashes:

  1. Try accessing Outlook Web App (OWA) via your web browser
  2. Log in to your email account
  3. Look for emails with very large attachments
  4. Delete or move these emails to a local folder
  5. Try opening Outlook again

Create a New Outlook Profile

If the above steps don't work, try creating a new profile:

  1. Close Outlook
  2. Press Windows Key + R
  3. Type: control mlcfg32.cpl
  4. Press Enter
  5. Click Show Profiles
  6. Click Add
  7. Enter a name for the new profile (e.g., "Outlook New")
  8. Follow the setup wizard to configure your email account
  9. Once complete, select the new profile as default
  10. Click OK and open Outlook

Prevention Tips

Keep Outlook Running Smoothly

  • Regularly archive old emails (older than 6 months)
  • Empty Deleted Items folder weekly
  • Limit mailbox size to avoid performance issues
  • Keep Office up to date with the latest patches
  • Avoid opening too many windows in Outlook simultaneously
  • Close Outlook when not in use for extended periods

Still Having Issues?

If you've tried all the above steps and Outlook is still crashing, please contact the IT Service Desk with the following information:

  • What you were doing when Outlook crashed
  • Any error messages you received
  • Which troubleshooting steps you've already tried
  • How frequently the crashes occur

Contact IT Support

Additional Resources

  • Outlook Web App (OWA): Access your email through a web browser as an alternative
  • Mobile Outlook App: Use Outlook on your mobile device while the issue is being resolved

Keywords: Outlook Crash, Outlook Freezing, Outlook Not Responding, Outlook Closes Unexpectedly, Email Issues, Outlook Troubleshooting