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reditguy-8442 asked Paul-6057 published

Outlook freezing....

Hi, we have a user that is having an issue with her Outlook freezing and I think we narrowed it down to emails that have .jpg or other images as attachments and we try to preview or open them.  


She is using Office365 version 2006 64bit.  This user had a similar issue with Version 1908 as well, and on two completely different PCs (and her current one is a week old), so I don't think a repair or reinstall will fix it.

Any ideas? Thanks.



office-outlook-itprooffice-exchange-online-itpro
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5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

I had this issue today. It was the antivirus Com Add-in. Disabled the add-in and everything was working again! Hope that helps

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JeffYang-MSFT answered JeffYang-MSFT edited

I noticed that both Outlook versions you mentioned are not up-to-date. So, please first upgrade your Outlook version to the latest and see if the issue has any difference.

we narrowed it down to emails that have .jpg or other images as attachments and we try to preview or open them.

Does this issue happen to all emails with image attachments? Or only happen with more specific situations such as specific senders or recipients? Can this issue be reproduced if you opened the same emails using other email accounts in this problematic Outlook client?

As I know, there could be some add-ins in your Outlook client that may cause issues like, so it is suggested to start your Outlook in safe mode (Press Win + R, type “outlook /safe”, press Enter.) and see if the issue continues.
Hardware grahpics acceleration may also cause issues like this, please try to disable hardware grahpics acceleration via File > Options > Advanced > Display and see if the issue has any difference.
Besides, factors such as corrupted data file or corrupted Outlook profile may also cause Outlook freeze issues, please check other workarounds in this article and see if it helps.


Update:
Hi reditguy-8442,
Thanks for your reply, sorry for the delay.
Yeap, I can fully understand that the 2006 you mentioned before meant the Outlook version here.

Have you tried the suggestions I mentioned before? If not, please try them and see if they could be helpful to your issue.

She is using Office365 version 2006 64bit. This user had a similar issue with Version 1908 as well, and on two completely different PCs (and her current one is a week old).

Since you have mentioned that this issue happens on two completely different PCs, it seems that the key of this issue might not be related to your Outlook clients here. So, did you do any specific operations before this problem occurred?

In order to conduct further researches on your issue, we need to troubleshot from what these two specific computers have in common.

For example, as mentioned before, when adding email accounts to other computers, Outlook add-ins of this email account will be automatically added, to exclude this factor, please try to start your Outlook in safe mode (Press Win + R, type “outlook /safe”, press Enter.) and see if the issue continues.

What's more, other programs in comptuer such as antivirus software programs may cause Outlook issues. Please try to perform a cleanreboot on your windows and only run Outlook alone to see if it works.

In addition, as a workaround, to check the attachments, you could try to save attachments to your computer and open it locally.

Any update, please feel free to post back.


5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

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reditguy-8442 answered JeffYang-MSFT commented

I am not talking about the YEAR 2006, it's version O365 2006 wich is the latest (I updated to 2007 yesteday which didn't help). Note this also happens when previewing PDF as well.

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Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Hi reditguy-8442,
Thanks for your reply, sorry for the delay.
Please check the update of my answer above and see if those information could be helpful to you.
If you have any update about this issue, welcome to post back any time.

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Hi reditguy-8442,
Just checking in to see if above information was helpful. If you have any further updates on this issue, please feel free to post back.

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