Office 365 (Outlook for Windows | Mac) - Known Issues

Below is a list of feature requests and known issues with Outlook for Windows and Mac desktop clients. Feature requests and known issues for Outlook on the Web can be found HERE, or for Outlook for mobile devices HERE.

Important: You can contact Microsoft directly to make a case for supporting a specific feature in Office 365, by submitting your idea to Microsoft's Office 365 feedback and suggestions site at https://office365.uservoice.com/.

For a list of issues that have been resolved, click here.

You may also want to review support documentation from other services that may be related to the issue you are experiencing.

Note: If you are experiencing message delivery delays and are interacting with a WiscList, review the documentation related to WiscList above.


Outlook 2007 and earlier versions of Outlook are not supported. If you are experiencing issues with an earlier version of Outlook, the UW-Madison Office 365 team recommends upgrading to a newer version of Outlook.

Outlook for Mac clients

  • Microsoft acknowledges Office 2016-El Capitan crashes but lacks ETA for fix

    •  Details and Workaround
      • Error: "Microsoft Outlook has encountered a problem and needs to close. We are sorry for the inconvenience" when using Outlook 2016/2011 for Mac.
      • For additional details on this issue, review following information.
      • Workaround: Install the latest release of Office/Outlook.
  • Performance issues such as slowness when interacting with mail and/or calendar

    •  Details and Workaround
      • In Outlook 2011 and Outlook 2016 for Mac, accounts that you have full mailbox permissions to -- including any linked accounts -- will not be added to your account list automatically. You will need to subscribe or configure these accounts.
  • In Office 2011 for Mac, installation produces "activation" or "sign-on" error

    •  Details and Workaround
      • The version of Office 2011 for Mac downloaded from within Outlook on the web is not compatible with UW-Madison's Office 365 implementation. If you attempt to install/run this version, it will return an error within the "Activate Office" screen: Sign in failed because the password is incorrect or the sign-in name does not exist or Sorry, there was a problem while trying to connect to your account.
      •  Current Work Around (because the Office 2011 installer available on the Campus Software Library is licensed under UW-Madison's Microsoft EES, it can only be used on UW-owned computers and is not visible or available to students)
        1. Delete any Office 2011 software from your "Applications" folder.
        2. Delete any Office 2011 application icons from within your dock.
        3. Log into UW-Madison Campus Software Library using your NetID credentials.
        4. Within the "Productivity" section, click Microsoft Site License.
        5. Within the "Downloads | Microsoft Office Site License" section, click Macintosh - Office 2011 Standard.
        6. Save/Run the file.

Outlook for Windows clients

  • When you view items in the secondary mailbox, new items may not appear or items seem to be missing or items that you had deleted still appear in the secondary mailbox.

    •  Details and Workaround
      • For additional details on this issue, review following information.
      • Workaround/solution:
        1. Start Outlook 2016/2013 for Windows.
        2. On the "File" tab, click Account Settings in the Account Settings list.
        3. In the Account Settings dialog box, click the "E-mail" tab and then double-click your Microsoft Exchange Server account.
        4. In the 'Change Account' dialog box, click More Settings.
        5. In the 'Microsoft Exchange' dialog box, click the "Advanced" tab.
        6. Click to clear the Download shared folders check box.
        7. Click OK two times.
        8. Click Next, click Finish, and then click Close.
        9. Restart Outlook.
  • Performance issues such as slowness when interacting with mail and/or calendar

    •  Details and Workaround
      • The most common performance issue for Outlook is slowness when completing the following tasks: downloading/syncing mail, loading calendar, interacting with messages, editing calendars, or editing permissions.
      • Workaround: Performance issues can have a variety of causes. For more information on how to improve Outlook performance, please review the following document: Office 365 - Get Better Performance when Using Outlook.
  • When using Outlook 2016/2013 for Windows, you may experience any of the following symptoms: Outlook does not load or takes a long time to load, receive an error during startup, unable to access another account(s) (permission issue), etc

    •  Details and Workaround
      • A common troubleshooting step for these types of symptoms is to recreate the Outlook local data file for your profile. To perform this action, follow the steps outlined within the Re-create an offline Outlook Data File (.ost) section. After completing this, start Outlook and see if the problem persists.
  • Moving, copying, or deleting large quantities of mail may result in an error

  • Downloading a large mailbox can result in an error

  • Performance issues such as slowness when interacting with mail and/or calendar

    •  Details and Workaround
      • In Outlook 2016/2013, accounts that you have full mailbox permission to -- including any linked accounts -- will be added to your account list automatically. Review the following document for further details on AutoMapping: Office 365 - Automapping.
  • Emails with HTML formatting do not always display as expected

    •  Details and Workaround
      • To work around this issue, Outlook gives you the option to open the message in a web browser.
      • More information on this issue is available here and here.
  • Some users are unable to use the "Report Spam" function in certain Outlook desktop clients. In some rare cases, the "Report Spam" action will not work and the message will remain in your Inbox. We are aware of this issue and are working on a solution.

  • Some users are unable to use the "Report Spam" function in certain Outlook desktop clients. In some rare cases, the "Report Spam" action will not work and the message will remain in your Inbox. We are aware of this issue and are working on a solution.

    •  Details and Workaround
      • On machines with smaller monitors, clicking the "Report Spam" link displays a disclaimer, but the "Report Spam" button is obscured from view. It is not possible scroll down to see the button.
      • To work around this issue, double-click on the message to open it in a separate window, then maximize the window. This should allow for enough space for the "Report Spam" button to be displayed below the disclaimer.
  • In Outlook 2016/2013, emails "sent as" or "sent on behalf of" another account will appear in the default configured account's Sent Items folder

    •  Details and Workaround
      • If you send an email on behalf of Bucky Badger, the email will appear in your Sent Items folder instead of Bucky's. Note: Even though you may have "send as" or "send on behalf of" permissions to another account, this does not mean the account will automatically show up in Outlook 2016/13.
      • This does not occur in Outlook 2016/2011 for Mac.
      • Workaround: Follow these instructions/options to have a message sent stored in the mailbox of the intended account.
  • After the password for your NetID account is changed, Microsoft Outlook may repeatedly prompt you for your password or is unable to send/receive mail. After you enter the new password and then click to enable the Remember my credentials option, you are again prompted for your credentials.

    •  Details and Workaround
      • Windows uses a password manager to store your account credentials for certain applications. You may need to reset these credentials.
      • Workaround - Review NetID password change issue for Outlook document.
  • In Office 2013 for Windows, activation produces "The user id or password is incorrect. Please try again." when attempting to sign-in to your Office 365 account

    •  Details and Workaround
      • The version of Office 2013 for Windows downloaded from within the campus software library is not compatible with UW-Madison's Office 365 implementation. If you attempt to install/run this version, it will return an error within the activation screen: "The user id or password is incorrect. Please try again.".
      • Workaround - Uninstall Office 2013 then install the version Office 2013 available to you via Outlook on the web. If you do not want to uninstall your current version of Office, follow these instructions to install the correct version of Office. Make sure to follow the steps to update your registry.
  • If you are having trouble starting Outlook 2010 or Outlook 2013, or have received the error "Cannot start Microsoft Outlook. Cannot open the Outlook window", the user interface may be failing to completely launch.

  • Importing contacts from Thunderbird to Outlook 2013/2010 will require extra steps.

    •  Details and Workaround
      • By default, contacts imported from Thunderbird to Outlook 2013/2010 will display the email address in the "Comments" field. Other information may also display incorrectly.
      • For information on how to avoid this issue, see step #12 of this document: Office 365 (Outlook 2013 | 2010) - Import Contacts.
  • Unable to edit or assign permissions to or create/edit/delete events on a resource when granted editor/owner rights in Outlook 2016/2013/2010.

    •  Details and Workaround
      • Some users may experience the inability to edit (create, edit, delete events) or assign permissions to a resource even though the user has been granted the appropriate access to the resource.
        1. Open Outlook.
        2. Go to File > Account Settings > Account Settings.
        3. Select your Exchange profile > Click "Change" > Click "More Settings" > Select the "Advanced" tab.
        4. Check "Use Cached Exchange Mode" (if not already checked).
        5. Uncheck "Download shared folders".
        6. Click OK > Click "Next" > Click "Finish".
        7. Restart Outlook.

See Also:




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Owner:Ara M.Group:Office 365
Created:2016-06-15 10:18 CDTUpdated:2016-07-06 11:33 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Office 365
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