How to Fix “Sorry we’re having trouble opening this item” Error in Microsoft Outlook

Many Outlook users have reported seeing an error when they try to access or view their mail items. In this case, some of the Outlook emails or other mail items are not visible in the viewing pane on the right and just a blank space is seen. But, if the user double-clicks on any email to open it, then an error message is displayed asking to restart Outlook. The error message that is shown to the user is as below:

“Sorry, we’re having trouble opening this item. This could be temporary, but if you see it again, you might want to restart Outlook.”

Possible causes for this error are as below:

  • Corrupt Outlook profile or Outlook Data file
  • Faulty Add-ins
  • Incorrect View Settings in Outlook
  • Outdated Outlook client

As indicated in the error message, if you have tried restarting your Outlook client, and still the error is displayed, and you are not able to access or read your emails, then go ahead and read this post. In this post, we have curated some troubleshooting strategies that can help you resolve the error “Sorry we’re having trouble opening this item” in MS Outlook on your Windows PC.


Fix 1 – Restore Outlook Default View Settings


Resetting the view settings and navigation pane settings doesn’t delete your emails or any other data in your Outlook app. Just that if you have done any custom view settings in Outlook they will not be available after resetting them.


Step 1. Open the Run dialog using the Windows and R key combination on your keyboard.

Step 2. Type the command in the Run box and hit Enter to clear the View Settings in Outlook

Outlook.exe /cleanviews


Run Outlook Cleanview Command Min


Step 3. After the view settings are reset, open the Run box again.

Step 4. Type the command below and hit Enter to reset Outlook’s navigation pane settings.

Outlook.exe /resetnavpane


Run Outlook Clear Nav Pane Command Min


Step 5. Reboot your computer.

Open Outlook and check if you are able to access your emails without the error.


Fix 2 – Delete Outlook Cache Files


Step 1. Make sure that you close the Outlook app on your PC if it is running.

Step 2. Press Windows + R key combination to open Run.

Step 3. Type the path given below and hit Enter.



Run Localappdata Roam Cache Folder Outloo Min


Step 4. The above command opens File Explorer with Outlook’s cache folder, RoamCache.

Step 5. Use the Ctrl + A key combination to select all the files in the RoamCache folder.

Step 6. Now, right-click and tap on the Delete (bin) icon in the context menu that opens.


Outlook Roamcache Folder Delete All Files Min


Step 7. Launch Outlook and check if the inaccessible emails can be viewed without the error message.


Fix 3 – Disable/Remove Problematic Add-Ins in Outlook


Step 1. Launch Outlook on your PC.

Step 2. Go to the File menu at the top.


Outlook File Menu Min


Step 3. Click on Options in the left pane.


Outlook File Options Min


Step 4. In the Outlook Options window, go to the Add-ins tab on the left.

Step 5. On the right, use the dropdown next to Manage and choose COM Add-ins.

Then, click on the Go button.


Outlook Options Add Ins Manage Com Add Ins Min


Step 6. In the COM Add-ins window that opens, uncheck all the checkboxes next to each add-in in the list. This will disable the add-in.

Click on OK.


Com Add Ins Turn Off Min


Step 7. Go to the Outlook mailbox and check if you are able to access the item which was causing the problem.

Step 8. If you are able to access the mail without any error, then go back to the COM Add-ins window as mentioned in the above steps.

Here, enable the add-ins one at a time by checking the box next to it.

Step 9. You will be able to identify the problematic add-in by performing the above step 8 for each add-in.

Step 10. Once the add-in causing the error is found, you can remove it by going to the COM Add-ins window and clicking on the Remove button.


Com Add Ins Select Problematic Add In Remove Min



Fix 4 – Repair Problemtic Outlook Profile


Step 1. Open Outlook and go to the File menu.


Outlook File Menu Min


Step 2. With the Info tab selected on the left, click on the Account Settings dropdown in the right pane.

Step 3. In the dropdown list, click on Account Settings… again.


Outlook File Info Account Settings Min


Step 4. This opens the Account Settings window.

Here, go to the Email tab.

Step 5. In the list of emails displayed, select the account with which you are having this issue.

Then, click on the Repair… option at the top.


Outlook Account Settings Select Email Account Repair Min


Step 6. In the window that opens, make sure that your email address is displayed, and then click on Repair.


Outlook Account Settings Select Email Account Repair Confirm Min


Step 7. Complete the profile repair process by following the instructions on the screen in the Repair wizard.

Step 8. Once the repair process is completed, restart Outlook and check if the problem is resolved.


Fix 5 – Create a New Outlook Profile


Step 1. Hit the Windows key on your keyboard and type control panel in the Windows search bar.

Step 2. Select Control Panel in the search result.


Windows Control Pane Min


Step 3. Change the “View by” to Category using the dropdown.

Step 4. Click on User Accounts.


Control Panel User Accounts Min


Step 5. In User Accounts, click on the option Mail(Microsoft Outlook).


Control Panel User Accounts Mail Min


Step 6. Click on the Show Profiles… button in the Mail Setup window.


Mail Setup Show Profiles Min


Step 7. In the window that opens up, click on the Add… button.


Mail Add New Profile Account Min


Step 8. Give a name for the profile in the text box below Profile Name.

Then, click on OK.


Add New Profile Name Min


Step 9. In the Add account window, add your email account to the newly created profile.

Click on Next to complete the process of adding your email.


Add Account Credentials Min


Step 10. After your profile is created, go back to the Mail window.

Here, select the option Always use this profile and use the dropdown below it and choose the newly created profile from the list.

Finally, click on Apply and then on OK.


Mail Always Use This Profile Min


Step 11. Now, when you open Outlook it will launch with the newly created profile.

Check if the problem is fixed and you are able to access the items in your mailbox.


Fix 6 – Repair Outlook Data File Using the Microsoft Outlook Inbox Repair Tool


Step 1. Close Outlook if it is open.

Step 2. Open File Explorer (Windows + E) and then navigate to the following location.

C:\Program Files\Microsoft Office\root\Office16

Step 3. In this folder, you will find the SCANPST.EXE file which is the Outlook Inbox Repair Tool.

Step 4. Open the SCANPST.EXE application file by double-clicking on it.


Program Files Microsoft Office Root Scanpst Min


Step 5. You need to locate your Outlook data file (.pst or .ost file).

To find the location of the Outlook data file, open Outlook.

Click on File.


Outlook File Menu Min


Then, in Account Information, click on Account Settings –> Account Settings.


Outlook File Info Account Settings Min


In the Account Settings window, go to the Data Files tab.

You can see the path of all the data folders.

Double-click on the name of the data file that is to be repaired.


Outlook Account Settings Data Files Select File Min


In the window that opens, select the Filename field and press Ctrl + C to copy this path.


Outlook Data File Copy File Path Name Min


Note: The default location for the Outlook data files in Windows 11 is:

For .pst file –> C:\Users\%username%\Documents\

For .ost file –> C:\Users\%username%\AppData\Local\Microsoft\Outlook

Step 6. In the Microsoft Outlook Inbox Repair Tool window, paste the above-copied path in the text box below Enter the name of the file you want to scan using the Ctrl + V key combination.

Step 7. Now, click on the Start button to start the repair process.


Scanpst Paste Data File Path Min


Step 8. If there are any problems or inconsistencies found, they will be shown to you.

Check the box next to Make a backup of scanned file before repairing.

Then, click on the Repair button.


Microsoft Outlook Repair Tool Repair Found Errors Min


Step 9. After the repair is completed, click on OK.


Microsoft Outlook Repair Tool Repair Complete Min


Step 10. Launch Outlook and check if you are able to access the inaccessible items without the error popping up.


Fix 7 – Update Outlook


Step 1. Launch Outlook.

Step 2. Go to the File menu.

Step 3. Click on Office Account in the left sidebar.


Outlook File Office Account Min


Step 4. Then, in the Office Updates section, click on Update Options.

In the list that opens, click on Update Now.


Outlook File Office Account Office Updates Update Now Min


Step 5. Wait till Outlook looks for any updates and installs them.

Step 6. After updating Outlook, check if you are able to view your email items without any errors.



That’s it!

Thanks for reading.

You must now be able to access your important emails and other items in Outlook without seeing the error “Sorry, we’re having trouble opening this item” on your Windows PC. Did you find this article informative enough in resolving the error? Please let us know your thoughts and the fix that worked for you in the comments below.