Fix for when Outlook hangs when setting up new account

By Ross Madden
Published on December 18, 2018 11:43 am MT
Updated on December 18, 2018 1:27 pm MT
Posted in General CNSIT, Windows

Occasionally, we run into a specific issue when a user is setting up a new machine, and wants to configure Outlook to read their CSU O365 e-mail and calendar data.  While following the ACNS supplied directions (http://help.mail.colostate.edu/tt_o365_outlook.aspx) the dialog will seem to hang (indefinitely) on searching for the account.  We are seeing this behaviour when the following conditions are true:

  • The computer being set up is running a Windows OS
  • The computer being set up is connected to an on campus network
  • The version of Outlook is 2016
  • The computer is not bound to a CSU domain, and relies on a local account to log in (not a CSU eID, etc.)

We discovered a solution that eliminates this hanging from Microsoft here: https://support.microsoft.com/en-us/help/3098011/outlook-2016-and-outlook-2013-hang-when-a-user-tries-to-create-a-profi

Essentially, the solution is to create a specific registry DWORD entry as follows.  It is important to note that editing the registry is a very sensitive procedure.  If you are uncomfortable doing so, please create a CNSIT ticket, and we can make an appointment to assist in these steps.

  1. Open Registry Editor – using the Windows+r keyboard shortcut, and typing “regedit” in the box.
  2. Locate and then click the following registry subkey:
    HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Autodiscover
  3. On the Edit menu, point to New, and then click DWORD Value.
  4. Type ExcludeHttpsRootDomain, and then press Enter.
  5. On the Edit menu, click Modify, type 1 in the Value data box, and then click OK.
  6. Exit Registry Editor.

Restart the instructions provided by ACNS and you should immediately be prompted to log in as described.  As always, if you are having trouble, please create a ticket and we can be in touch to help you out!  https://cnsit.natsci.colostate.edu/help

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