Windows 10 Problem with Outlook 2021 continued

Issues Overview:​

1. PST vs. OST Files:
   • PST (Personal Storage Table): Commonly used for POP accounts, containing messages, contacts, and calendar items on a local drive.
   • OST (Offline Storage Table): Used primarily with Exchange or IMAP accounts, allowing offline access to emails synced from a server.

Your Situation:​

• You've recreated your account, and Outlook has generated a new OST file while using your existing PST file for current emails.
• Your other devices (which use IMAP) seem to be fetching old emails and deleted files from the server.

Recommended Actions:​

1. Understanding Your Data Files:
   • Since your email account is set up as POP, it’s retaining new emails in the PST file. You'll need to decide whether to keep that setup or transition to IMAP.
   • POP downloads emails from the server and stores them locally (PST), while IMAP keeps them synced with the server, reflecting what’s stored online.
2. Consolidating Data:
   • If you want to use the PST file as your primary source:
     • You can move emails from the OST file into the PST file manually.
     • Open both the PST and OST files in Outlook; then drag and drop or copy the emails over from the OST to the PST.
3. Switching to IMAP:
   • Consider switching your account settings from POP to IMAP. This way, you'd remain synced with your server, ensuring you don't lose emails unintentionally.
   • If you enable IMAP, you can delete the PST file or stop using it for new emails, ensuring everything flows through the IMAP account.
4. Resolve Old Emails Issue:
   • On devices using IMAP (laptop and phone), perform a resend or refresh of data. If deleted emails surfaced, ensure that your inbox is clear of any unnecessary synchronizations. Sometimes, emails marked as deleted can re-sync due to server settings.
   • Check if settings on the email server are configured to keep deleted messages or failed deletion attempts, leading to their reappearance.

Final Thoughts:​

So to clarify:​

• Incoming Mail (POP3): outlook.office365.com
• Outgoing Mail (SMTP): smtp.office365.com

Error Messages​

1. Start Outlook in Safe Mode:
   • Press Win + R, type outlook /safe, and hit Enter. This opens Outlook without add-ins which could be causing issues.
2. Create a New Outlook Profile:
   • Sometimes, problems with the current Outlook profile can lead to persistent error messages.
   • Go to Control Panel > Mail (Microsoft Outlook) > Show Profiles.
   • Click Add to create a new profile and set it up with your email account.
3. Repair PST/OST Files:
   • If the error persists, you may need to repair your PST or OST files using the Inbox Repair Tool (scanpst.exe).
   • Search for scanpst.exe on your computer (usually located in the Microsoft Office installation directory) and follow the prompts to repair the file.

Setting Up Your Email Account​

• POP Account:
  • Choose Other Account or Email Account and enter your settings manually. Don’t use Outlook.com or Exchange for a POP account.
• Exchange Account:
  • If your organization uses Microsoft Exchange, select Exchange.
• Outlook.com:
  • Use this option if you're setting up an Outlook.com or Office 365 email.

• Incoming Server: outlook.office365.com
• Outgoing Server: smtp.office365.com
• Ensure you select the proper ports as discussed earlier.

General Steps to Follow​

1. Banish Old Profiles and Files: Make sure there are no remnants of old or conflicted profiles/files that could be causing issues.
2. Recreate the Account: After ensuring your profile is clean, set up your POP account again, ensuring you select Other Account or Email Account as required.
3. Backup Important Data: Ensure you have backups of your contacts and calendar from your PST file before modifying anything.

Steps to Troubleshoot POP Account Issues​

1. Verify Username and Password:
   • Double-check that you are using the correct email address and password for your account. If you've recently changed the password, make sure you're using the updated one.
2. Server Settings:
   • Ensure that your incoming (POP3) and outgoing (SMTP) server settings are correct:
     • Incoming Mail (POP3):
     • Server: outlook.office365.com
     • Port: 995
     • Encryption: SSL/TLS
     • Outgoing Mail (SMTP):
     • Server: smtp.office365.com
     • Port: 587
     • Encryption: STARTTLS
3. Check Account Type:
   • When setting up the account, confirm that you selected Other Account or Email Account when prompted. Do not choose Outlook.com or Exchange if you're connecting as a POP account.
4. Authentication Settings:
   • In the account settings under the Outgoing Server tab, ensure that “My outgoing server (SMTP) requires authentication” is checked. Use the same settings as your incoming mail server.
5. Clear Cached Credentials:
   • Open Control Panel > User Accounts > Credential Manager.
   • Look for any saved credentials related to your email account and remove them. Restart Outlook and re-enter your email credentials when prompted.
6. Firewall/Antivirus Settings:
   • Ensure that your firewall or antivirus software isn't blocking Outlook. Sometimes security software may interfere with email clients. Temporarily disable it to see if it resolves the issue.
7. Test with Web Access:
   • Try logging into your email account through the web browser to ensure that logins are successful there. This can help confirm that the issue lies with Outlook rather than your email credentials.
8. Try Safe Mode:
   • If you suspect add-ins may be affecting your email, launch Outlook in Safe Mode (outlook.exe /safe) and test if you can send or receive emails there.

Final Steps:​

• Contact Your Email Provider: Check with your email provider for specific settings or to ensure your account isn’t locked or having broader issues.
• Recreate Account: As a last resort, delete the newly created POP account and recreate it carefully, ensuring all settings align with the recommendations.

Steps to Resolve Outlook Startup Issues​

1. Disable Add-Ins:
   • Since Outlook works in Safe Mode, it's likely that an add-in is causing the problem. To disable add-ins:
     • Open Outlook in Safe Mode (outlook.exe /safe).
     • Go to File > Options > Add-Ins.
     • At the bottom, in the "Manage" dropdown, select COM Add-ins, and click Go.
     • Uncheck the add-ins you want to disable, apply the changes, and restart Outlook normally to see if it opens.
2. Repair Outlook Profile:
   • Sometimes, issues arise from a corrupted profile. You can create a new profile:
     • Open Control Panel > Mail (Microsoft Outlook) > Show Profiles.
     • Click Add to create a new profile.
     • Set up the POP account again in this new profile and set the new profile as the default.
3. Repair Outlook Installation:
   • If problems persist, consider repairing the Outlook installation:
     • Go to Control Panel > Programs and Features.
     • Find Microsoft Office in the list, select it, and click on Change.
     • Choose Repair and follow the prompts.
4. Check for Recent Updates:
   • Ensure that your Office installation is up to date. Sometimes bugs are fixed in newer updates. Check for updates under File > Office Account > Update Options.
5. Examine Log Files:
   • Outlook keeps log files that might give insight into what's causing the problem. To enable logging:
     • Go to File > Options > Advanced.
     • Scroll down to the Mail section and check Enable troubleshooting logging.
     • Restart Outlook and check the logs for details about what might be failing when starting Outlook normally.
6. System File Checker (SFC):
   • Run the SFC tool to check and repair any system file corruption:
     • Open Command Prompt as Administrator and run sfc /scannow. This process may take some time.

Final Options:​

• Reinstalling Office: Uninstall and then reinstall your Office applications.
• Seek Additional Help: If the issue persists, Microsoft Support or dedicated Outlook forums can provide further assistance.

Steps to Ensure Proper POP Configuration​

1. Verify Account Settings:
   • Go to File > Account Settings > Account Settings.
   • Check that your POP account is correctly listed. Make sure it shows POP next to it.
2. Check Default Data File:
   • In the same Account Settings window, click on the Data Files tab.
   • Ensure that your POP account is set as the default data file. It should show the PST file you wish to use. Select it and click Set as Default if it's not already set.
3. Remove the OST File if Needed:
   • If you're planning to exclusively use the POP account without the Exchange account, you may want to remove the linked OST file:
     • Close Outlook.
     • Navigate to the folder: C:\Users\YourUsername\AppData\Local\Microsoft\Outlook and locate the OST file.
     • Backup the OST file (just in case) and then delete it.
     • Restart Outlook to see if it draws only from the POP account.
4. Edit Account Type:
   • If emails continue to go to the OST file, you may be inadvertently using an Exchange setup. During the account setup, ensure you select POP or IMAP and enter the correct settings.
   • If there's any lingering Exchange configuration preventing complete removal, it might require that you remove and re-add the POP account again:
     • Start with Control Panel > Mail > Show Profiles.
     • Remove any Exchange profiles or accounts, and then re-add your POP account.
5. Double-Check Email Routing:
   • When emails arrive in the OST file, ensure that they aren't being configured to route based on specific rules that might send new emails there.
   • Go to Home > Rules > Manage Rules & Alerts to check for any rules that might affect where emails are placed.
6. Send/Receive Groups:
   • Ensure the Send/Receive settings include your POP account:
     • Go to File > Options > Advanced > Send/Receive.
     • Check the settings to ensure your POP account is included in the groups for sending and receiving data.

Conclusion​

Creating a New Outlook Profile​

1. Open Control Panel:
   • You can access Control Panel by searching for it in the Windows Start menu.
2. Locate Mail Settings:
   • In Control Panel, set the view to Small Icons or Large Icons (rather than Category) to see all options clearly.
   • Click on Mail (Microsoft Outlook).
3. Show Profiles:
   • In the Mail Setup window, click on Show Profiles.
4. Add a New Profile:
   • In the Profiles window, click Add.
   • Enter a name for your new profile (e.g., "New Outlook Profile").
   • Click OK.
5. Set Up Account:
   • After clicking OK, the Add Account wizard will open.
   • Select POP or IMAP when prompted and fill out your email account details using the settings you have for your POP email account:
     • Your Name
     • Email Address
     • Account Type: POP3
     • Incoming Mail Server: outlook.office365.com
     • Outgoing Mail Server: smtp.office365.com
     • Username: Your full email address
     • Password: Your email password
   • Click Next and then click Finish once the setup completes successfully.
6. Set the Profile as Default:
   • Back in the Show Profiles window, make sure the new profile is selected in the "Always use this profile:" dropdown. This will ensure Outlook starts with this profile every time.
7. Open Outlook:
   • Start Outlook again, and it will launch using the new profile you've just created.

After Creating the Profile​

• Check whether new mail is arriving in the corresponding PST file and not in the OST file.
• If everything is working correctly, you can delete your old profile later if desired.

Steps to Resolve Connection Issues During Account Setup​

1. Verify Username and Password:
   • Double-check your email address and password for accuracy. Sometimes simple typos can lead to connection failures. Make sure there are no extra spaces before or after your username and password fields.
2. Access via Web:
   • Make sure you can still log into your email account via a web browser. This confirms that the username and password are correct and your account is in good standing.
3. Server Settings:
   • Confirm that you're using the correct incoming and outgoing mail server settings as follows:
     • Incoming Mail (POP3):
     • Server: outlook.office365.com
     • Port: 995
     • Encryption: SSL/TLS
     • Outgoing Mail (SMTP):
     • Server: smtp.office365.com
     • Port: 587
     • Encryption: STARTTLS
   • IMPORTANT: Ensure that you're entering these settings in the appropriate server fields during setup.
4. Restart Outlook with Proper Profile:
   • Ensure you're using the newly created profile and not switching back to the old one. When you run Outlook, select the new profile you set up.
5. Firewall/Antivirus Software:
   • Temporarily disable any firewall or antivirus software to determine if it’s interfering with the connection. Once disabled, try to add the account again.
   • If it works with the firewall/antivirus disabled, you may need to add exceptions for Outlook in those programs.
6. Secure Connection Settings:
   • Check if you have any restrictions in your email account settings that may block non-secure connections, especially if you're using POP.
   • Some accounts also provide an option to generate app-specific passwords for use with third-party apps like Outlook. Consider checking your email provider for this option.
7. Review SMTP Authentication:
   • When setting up the outgoing server settings, ensure that "My outgoing server (SMTP) requires authentication" is checked, and use the same login credentials as your incoming mail.
8. Test Alternate Configuration:
   • If you're still experiencing issues, try setting up the account without using SSL/TLS (use unencrypted settings temporarily):
     • Incoming Mail:
     • Server: outlook.office365.com
     • Port: 110 (instead of 995)
     • Outgoing Mail:
     • Server: smtp.office365.com
     • Port: 25 (instead of 587)
   • Note: Do this only to test; go back to encrypted settings after testing.

Conclusion​

Steps to Create and Set Up a New Profile Without Account Connection Issues​

1. Create a New Profile Without Account Setup:
   • Go through the process of creating a new Outlook profile again, but this time, you can skip entering any account details at first.
   • Open Control Panel > Mail (Microsoft Outlook) > Show Profiles.
   • Click Add to create a new profile and name it.
   • Choose to configure the email account setup later.
2. Set the Profile as Default:
   • Back in the Show Profiles window, select the profile you just created and set it as the default profile.
3. Open Outlook Without Configuring an Account First:
   • Start Outlook with this new profile. Since no accounts are configured yet, it should open without attempting to connect to a mail server.
   • Once Outlook is open, you can go to File > Account Settings > Account Settings.
4. Manually Add the POP Account:
   • From there, click on New and select POP or IMAP.
   • Enter your account details manually:
     • Enter your name and email address.
     • Choose POP3 as the account type.
     • For incoming server, enter outlook.office365.com and port 995.
     • For outgoing server, enter smtp.office365.com and port 587.
     • Input your username and password as necessary.
5. Test Account Settings:
   • When you finish the account setup wizard, click on Test Account Settings. If it fails again, don’t provide too much detail at this stage; it's primarily for testing connectivity.
   • If it doesn't connect, return to the Mail settings in Control Panel and double-check your account settings for accuracy.

Additional Checks​

• Network Connection: Ensure your internet connection is solid. You might consider testing with a different network if possible.
• Windows Credentials: Sometimes cached credentials can affect new setups. It may be wise to clear stored credentials:
  • Go to Control Panel > User Accounts > Credential Manager and look for any entries related to your email account. Remove them if they exist.
• Windows Updates: Ensure that your Windows operating system is fully updated, as pending updates can occasionally cause application issues.

Conclusion​